Latam became the first airline in Brazil to use facial recognition technology for customers to recover their account. The new exclusive alternative to the Latam application is welcome, especially when the customer does not have access to the phone or email to carry out the operation.
In addition, it represents yet another step forward in its Digital Transformation process, which seeks to offer passengers an even simpler, faster and safer experience throughout their journey with the company.
To use the new functionality, the customer must access the “Recover access to your account” area in the Latam application, click on “Verifying your identity” and accept the terms and conditions. To advance, you must use the phone to capture your face, avoiding shadows and objects such as headphones and glasses. After the system verifies the identity, the customer can enter the new data to access the account. If there is any failure in the facial recognition process, the system automatically sends a message to the customer via WhatsApp.
For Rafael Walker, global director of Customer Care for the Latam Airlines group, the new functionality for account recovery speeds up and makes an important and recurring process more flexible for the customer. “Our great challenge is to make technology always at the passenger’s service. All our efforts are for more efficiency in time and safety. In this sense, processes with biometrics represent a path of no return to make the entire customer journey simpler, faster and safer from beginning to end.”