KLM offers 24/7 service in Chinese on Sina Weibo and WeChat


KLM Royal Dutch Airlines today launched a social media service that will assist customers in Chinese. KLM’s Chinese customers will be able to pose travel-related queries via Sina Weibo and WeChat. KLM already offers customers this service in ten different languages via Facebook en Twitter.

China is an important market for KLM, KLM offers more connections between Europa and China than any other airline. Chinese passengers flying to Schiphol have access to 135 destinations worldwide. KLM wants to be active on the social media platforms that are most popular among its customers. By replying in Chinese, KLM can offer its customers even better service.
Martijn van der Zee, Senior Vice President E-Commerce AIR FRANCE KLM

The new service is available 24 hours a day, seven days a week via social media, assisting customers with queries ranging from seat selection and ticket rebooking to reservation cancellations and excess baggage. KLM will do its utmost to reply to all queries within an hour and to come up with a solution within 24 hours.

KLM has opted for Sina Weibo and WeChat because these are very popular social media channels in China.

With this new addition, KLM now offers its social media service in eleven languages: Dutch, English, German, Spanish, Portuguese, Italian, French, Norwegian, Russian, Japanese and Chinese. To better serve ever more passengers, KLM intends to expand its range of languages in the coming period.