To access the service, users can either adding the account as a contact using this number (+603 8777 4570), click on the link provided to initiate a conversation on WhatsApp, or scan a QR code on the MH WhatsApp page.
Once users are in a chat window, send “Hello” or any other message to opt-in to the service.
“Thank you for joining Malaysia Airlines WhatsApp channel. For your next booking on malaysiaairlines.com you will automatically receive your booking confirmation on WhatsApp,” replied the chatbot, when messaged.
Users will be prompted to type a set number of responses, including “Type 1 to check flight status”, “Type 2 to contact us”, “Type 3 to view T&Cs (terms and conditions)”, or “Type OPT-OUT if you do not wish to receive any message from us via WhatsApp”.
If users type anything else, they will be redirected to the set menu.
In its FAQ, MAB explains that the WhatsApp account is currently pre-configured with limited functions, as it does not have a live chat agent to handle inquiries.
It also reminds users not to call or SMS the number, which is unreachable, and instead contact the call center (1300-88-3000) when within Malaysia) or (+603-7843-3000) when outside Malaysia.
The service is currently only available in English.
MAB said in a press statement that more services will be rolled out on the platform, including check-in, schedule and other operational notifications.