The advantage to SMS text messaging is that it is already included with every mobile phone and doesn’t require that travellers set up a new app or add a new social media profile. They also benefit from SMS message records, which can keep a thread of the full history of conversations with customer service agents, visible to both parties. Tracy Behler, senior director, online experience at Hawaiian Airlines says the service has proven popular. Air New Zealand's Sophie is part of the airline’s new ‘Better Way to Fly’ campaign aimed at the North American market. The airline wants to draw attention to its innovative products and services. She is programmed to reflect emotional intelligence as well as product knowledge. Get the full story at Tnooz