Infobip and Virgin Atlantic boost online check-in rates at London Heathrow with WhatsApp messaging

Innovative WhatsApp solution reduces airport queues and streamlines passenger journeys

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Vodnjan, Croatia, 3 September 2025 – Global communications platform Infobip has partnered with Virgin Atlantic to significantly increase online check-in rates for passengers departing from London Heathrow through an innovative WhatsApp messaging solution. Powered by Infobip’s customer engagement platform Moments, this faster, more convenient check-in process improves the passenger experience while boosting operational efficiency.

To encourage people to check in before they arrive at the airport, passengers receive a WhatsApp message with a direct link to the airline’s app or website. For those not reachable via WhatsApp, the system automatically switches to SMS, ensuring maximum coverage. This automated approach encourages passengers to check in before they arrive at the airport, helping reduce congestion and wait times at airport desks. Once checked in, passengers receive additional helpful information such as terminal number and zone via WhatsApp.

The main goal of the initiative is to increase the number of travellers checking in online before arriving at the airport. The solution has delivered impressive results. Since introducing the Infobip-powered messaging solution, Virgin Atlantic reports an 11% increase in online check-in rates. Key features include targeted messaging, automated reminders, and robust message delivery mechanisms.


We’re thrilled to see these results from our partnership with Infobip. Empowering our guests with convenient, real-time notifications via WhatsApp not only enhances the customer journey but also streamlines our airport operations. This initiative is part of our broader commitment to using smart, guest-first technology to improve every stage of the travel experience.”

Simon Langthorne

Head of CRM at Virgin Atlantic


This collaboration demonstrates how digital messaging solutions can drive tangible business outcomes and improve customer satisfaction. We’re proud to support Virgin Atlantic and look forward to developing additional innovations in the passenger journey together.”

Ante Pamuković

President of International Business at Infobip

Virgin Atlantic intends to roll out this successful solution to other major UK airports, including Edinburgh and Manchester, later this year, reaching more passengers with a frictionless check-in experience.

While WhatsApp is highly popular in the UK, Infobip’s platform supports multichannel capabilities. Communications can easily be adapted in other countries or regions where platforms like RCS or SMS are preferred, ensuring airlines can reach passengers on their preferred messaging app wherever they are.

About Virgin Atlantic

Virgin Atlantic is a leading British airline committed to delivering innovative services and unparalleled travel experiences from its London Heathrow hub to destinations around the globe.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić and Izabel Jelenić.

Recent award wins include:

  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the third consecutive year. In 2025, positioned furthest in Completeness of Vision (July 2025)
  • Infobip named among Top 75 in Fortune’s Europe’s Most Innovative Companies 2025, placing it in the top 25% of all listed organizations (June 2025)
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025)
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025)
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)
  • Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)
  • Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)