Meet Nelly, SWISS new chatbot for Facebook Messenger, designed to answer your queries online around the clock. The new customer tool named after SWISS’s first flight attendant, makes rebooking your flight, for example in case of a cancelled flight or a missed connection, a breeze.

As the first airline within the Lufthansa Group, SWISS offers you the possibility of rebooking your flight via messenger to one that suits your needs best. However, you can also receive answers to frequently asked questions, such as departure times, free baggage allowance and special meals within seconds. The functionalities of Nelly will be continuously further developed. Currently, the Nelly Chatbot is only available in English.

The advantages are clear: You can get answers outside of our Service Centre’s business hours, and won’t have to wait in line in the event of an irregularity. Should Nelly be unable to solve a particularly complicated question, she’ll forward your request to a customer representative, who will be happy to assist you.

Functionalities of Nelly

Check my booking
Check the flight status of your booked flight and tell Nelly to remind you when it is time for Check In. Rebook yourself for free in case your flight is affected by a cancellation, delay or missed connecting flights. This is a globally unique service brought to you exclusively by SWISS, Lufthansa and Austrian Airlines – now available for all three airlines!

Baggage Allowance
Ask Nelly for detailed information on baggage allowances in general and for a specific journey. You will also get help if your baggage is missing.

General flight status
In this function, Nelly displays the flight status of all flights. Just enter the respective flight number.

Information on service-related questions
Ask Nelly for further information related to your flight or general information such as “Can I travel with my dog?”.

Human Live Agent
In case the Chatbot is not able to help you, you can start a conversation or phone call with one of your human agents. You can use the same Facebook chat window.

Future functionalities
We are constantly improving the Customer Service Chatbot. New functionalities such as push notifications and a German-language version will be available soon. We also plan to make it available through other apps, e.g. WhatsApp.

How to start the conversation with Nelly
Follow this link –– external link which will take you directly to Facebook Messenger and start the conversation by clicking the “Get Started” button.