Results for 2018 show an excellent operating result. The course KLM has chosen since 2014, combining cost-savings with investments, bore fruit once again this past financial year. Following the record operating result (COI) for 2017, KLM showed another excellent operating result of EUR 1,073 million and an operating margin of 9.8% for 2018.KLM is making good progress in other areas as well. Load factor increased further to 86.6% and operational performance improved on virtually all indicators. Customer satisfaction, measured in Net Promotor Score (NPS), rose to 42. The combination of investments and hard work on the part of all KLM staff to provide good service is clear to see in this excellent customer rating.These are results that we can all be proud of!