Lufthansa, SWISS and Austrian Airlines’ customer service is now also available via Facebook Messenger App. The chatbots can be used by all Lufthansa, SWISS and Austrian Airlines customers. If the digital assistants do not know what to do, the chat can be forwarded directly to a service center employee. In the future, they should also provide specific answers on free baggage allowances, the whereabouts of baggage or push notifications in the event of delays, cancellations or gate changes. The bots are constantly being developed and will also be made available on other channels such as airline apps, airline websites or other messenger services such as Whatsapp. Self-services will play an increasingly important role in the future. In addition to automated solutions, Lufthansa, SWISS and Austrian Airlines will continue to be personally accessible to their customers via their service staff.