This would not be true most places outside of the USA and maybe Canada. In a few countries/regions it might be a different third-party messaging app.
Growth like that happens slowly and then quickly. I’m using WhatsApp more now and I didn’t use it before, so empirically I’ve seen the expansion personally.
Went to South Africa on vacation last year. United lost our luggage on the first leg of the trip, which then became South African Airways responsibility to sort out because they handled our final leg.
I communicated directly with the SAA baggage agent over WhatsApp. Then communicated over WhatsApp with the courier delivering our bags . Best customer service ever.
