Baleària has incorporated the instant messaging service WhatsApp as a new information channel for its customers, and it is the first Spanish shipping company to send boarding passes to its passengers through this application. This is one of the security measures that the shipping company has implemented in relation to the health alert, since it prevents passengers from going through the ticket office, which helps to maintain social distance and reduces the risk of crowds.
The shipping company will use WhatsApp to send all travel-related notifications to passengers on routes to the Balearic Islands, which they must authorize at the time of booking Baleària to use this messaging service as a form of contact. Passengers will receive their reservation cards at the time (including vehicles) through WhatsApp (and alternatively by SMS in case of not having this messaging service) except in the case that there is documentation pending to present. "Our goal is for WhatsApp to become a communication channel and also a reservation channel in the future, offering a fast and quality service", explains Arturo Escartí, Director of Innovation and Digital Transformation of Baleària.
On the other hand, the shipping company has incorporated new channels of attention to passengers, such as a web chat and a help center (https://helpcenter.balearia.com/hc/es). These channels were launched at the beginning of the health crisis, when Baleària agents carried out customer service from their homes safely, and have been maintained as an agile and fast consultation method.