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Tigerair Australia launches 'Toby', the official Facebook Messenger chatbot

Theodore Koumelis - 12 September 2017, 00:09

Toby will complete an up-to-the-minute flight availability search based on the information provided by the user (flight origin and destination, dates, number of passengers) and deliver the most suitable flight options back to the customer.

Tigerair Australia has introduced the airline's official Facebook messenger chatbot 'Toby', which is designed to help customers search and book the best value flights, retrieve existing itineraries and answer questions on common topics such as baggage allowances and how to check in for your flight.

To start a conversation with Toby (named after Tigerair's mascot), simply visit Toby's page on our homepage or Tigerair Australia's Facebook page. Alternatively, users can also chat to Toby by opening Facebook Messenger and searching 'Toby - Tigerair Australia'.

Once users select they want to chat to Toby, there will be a 'Get Started' button at the bottom of the Messenger screen. Upon clicking this, Toby will reply with a welcome message and some quick action buttons outlining the functions he can provide.

A 'search flights' button will be available to users, or alternatively you can simply tell Toby where you wish to fly to begin the process.

Toby will complete an up-to-the-minute flight availability search based on the information provided by the user (flight origin and destination, dates, number of passengers) and deliver the most suitable flight options back to the customer. Users can then select the flight they wish to travel on and be transferred to Tigerair's online booking engine to complete the booking.

Toby can also retrieve a passenger's current booking and itineraries if requested, as well as answer general queries about booking and travelling Tigerair such as 'how much baggage allowance do I get?' and 'how can I check-in for my flight?'.

Tigerair Australia Commercial Director Andrew Maister says Toby is the latest innovation introduced by the airline to make booking and flying Tigerair more convenient and interactive than ever before.

"The introduction of Toby provides another option for our customers to assist with searching and booking flights with Tigerair. Toby acts as your own personal travel consultant at any time of the day or night, helping you search for the best value flights for your next trip and guiding you through the booking process."

"We are continually looking at new ways to take the hassle out of air travel and making flying Tigerair a seamless experience from start to finish. Toby is the latest in a line of product enhancements we have introduced in recent times to improve the customer experience, such as mobile boarding passes and self-serve kiosks at our key ports.

"During Toby's initial probation period while he's in training, he's focused on doing the basics right and learning as he goes. Once he's earned his stripes over coming months, he will progressively be taking on a broader range of customer queries associated with booking and flying Tigerair."

At any point where Toby cannot help, the user can request to speak to a human and will be transferred over to Tigerair's dedicated social media team who will be able to provide more detailed assistance.

Customers with detailed questions or feedback relating to their booking or flight experience are still advised to contact Tigerair's Customer Support Portal, call centre or Tigerair Australia's official social media accounts, rather than Toby who will initially be used to help facilitate bookings and answer basic customer queries.



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