Etihad Airways introduces automated chat feature to streamline travel document verification

Etihad Airways, the national airline of the UAE, has launched a new automated chat feature aimed at simplifying the travel preparations for its passengers. This innovative online tool, accessible through the airline's official website, etihad.com, offers a real-time guide on necessary travel documents, including visas, tickets and other entry requirements.

Upon visiting the ‘Get In Touch’ section on the Help page, travellers can select 'Travel Guidelines and Transit Information' from the chat menu. This system draws its data from IATA’s Timatic solution, which is renowned for its accuracy and reliability in providing up-to-date travel document regulations.

John Wright, Etihad’s Chief Operations and Guest Officer, emphasized the importance of the tool, noting that it ensures travellers are well-prepared with the correct documentation before their journeys.

"This feature is automatically fed by the latest information, which is crucial for compliance and a hassle-free travel experience," Wright said.

The automation of this feature is expected to reduce the time travellers spend searching for reliable information online or contacting customer service centres.

Frederic Leger, IATA’s Senior Vice President of Products and Services, praised Etihad’s initiative. "This not only helps passengers prepare effectively but also enhances the overall flow of travel by supporting regulatory compliance and automating the travel experience," Leger said.

This development is part of Etihad's ongoing efforts to leverage technology to enhance customer service and operational efficiency.