Quick answer
What is business messaging for Travel & Hospitality?
Travel messaging covers booking confirmations, e-tickets, check-in reminders, schedule changes and guest communication for airlines, travel agencies, bus operators and hotels. WhatsApp carries tickets and chat, SMS makes sure disruption alerts reach everyone, and voice handles urgent changes.
Last updated: 21 October 2026
Travellers need booking details, changes and check-in information exactly when they're on the move. Clear, timely messages cut call-centre load and keep guests informed.
Key facts
- ✓Booking confirmations and schedule changes are service messages and can be sent 24×7.
- ✓WhatsApp can send e-tickets as PDF documents in approved utility templates.
- ✓SMS reaches travellers without mobile data, which matters during disruptions.
- ✓International SMS rules differ by country; some require sender ID registration.
- ✓Feedback requests after a stay or trip should not include offers if sent as service messages.
The Travel & Hospitality messaging journey
- 1
Booking
Confirm bookings and share the e-ticket or voucher.
- 2
Pre-trip
Send check-in reminders, boarding points and documents to carry.
- 3
Disruptions
Notify delays, cancellations and rebooking options immediately.
- 4
Stay & feedback
Welcome guests, share Wi-Fi and services, then ask for feedback.
Travel & Hospitality use cases by moment
| When | Message | Channel |
|---|---|---|
| Booking made | Confirmation and e-ticket | WhatsApp + SMS |
| 24 hours before | Check-in or boarding details | |
| Delay or cancellation | Immediate alert with options | SMS + voice |
| Guest arrival | Welcome, room and Wi-Fi details | |
| During the stay | Room service and requests by chat | |
| After checkout | Feedback request | SMS or WhatsApp |
Which channel for what
Sample message templates
Examples in DLT format, where each {#var#} is filled in when the message is sent. Register your own wording on DLT before sending; we review templates during onboarding.
- Booking {#var#} confirmed: {#var#} on {#var#}. E-ticket: {#var#} - {#var#}
- Your bus {#var#} departs at {#var#} from {#var#}. Driver contact: {#var#} - {#var#}
- Flight {#var#} on {#var#} is delayed to {#var#}. Options: {#var#} - {#var#}
- Welcome to {#var#}, {#var#}! Your room {#var#} is ready. - {#var#}
Compliance for Travel & Hospitality
- Send disruption alerts on service routes so they reach DND numbers immediately.
- Get opt-in before sending travel deals on WhatsApp; deals by SMS follow promotional rules.
- Store passenger and guest details securely, as personal data under the DPDP Act.
Metrics to track
- Calls to the contact centre during disruptions
- Check-in completion before arrival
- Guest response rate on WhatsApp
- Feedback response rate
- Rebooking rate after cancellations
How to get started
- 1
Share your use case
Tell us which messages you send, on which channels, and your monthly volume.
- 2
Register on DLT
We help you register your entity, headers and templates; WhatsApp and RCS senders are set up in parallel.
- 3
Test
Send test messages from the panel or with sandbox API keys.
- 4
Go live
Start sending and track every message with live delivery reports.
Travel & Hospitality FAQs
Can we message international travellers?
Yes. WhatsApp works well abroad; international SMS is available on request per destination.
Do schedule-change alerts follow DND rules?
No. They are service messages about an existing booking and can be sent 24×7.
Can tickets be sent as PDFs?
On WhatsApp, yes, as a document in an approved utility template. On SMS, send a link.
Can hotels chat with guests on WhatsApp?
Yes. Once a guest messages you or opts in, staff can reply from a shared inbox; replies within 24 hours don't need a template.
How fast should delay alerts go out?
As soon as the change is confirmed, on SMS and WhatsApp together, with a voice call for urgent same-day changes.
Can bus operators share driver contact details?
Yes, or use call masking so passengers and drivers talk without seeing each other's numbers.
Do messages work for foreign tourists?
WhatsApp works internationally. International SMS is available on request per destination.
Can we send boarding passes?
Yes, as a PDF or link on WhatsApp, or as a link by SMS.