<![CDATA[KLM Newsroom]]> https://news.klm.com/ en Tue, 08 Sep 2026 12:59:50 +0200 Tue, 07 Nov 2017 17:51:23 +0100 <![CDATA[KLM Newsroom]]> https://content.presspage.com/clients/150_162.jpg https://news.klm.com/ 144 KLM launches Messenger customer chat on KLM.com https://news.klm.com/klm-launches-messenger-customer-chat-on-klmcom/ https://news.klm.com/klm-launches-messenger-customer-chat-on-klmcom/244979As of today, KLM Royal Dutch Airlines will offer Facebook Messenger users in Japan, South Korea and South Africa the option of asking questions to service agents via Messenger customer chat on KLM.com. In this way, customers are offered quick and personal service when booking tickets, changing bookings or in case they have baggage-related questions. KLM is one of the first airlines in the world and one of a select group of companies taking part in the pilot for this chat service in collaboration with Messenger. 

]]>This pilot with Messenger is a next step in KLM’s social media strategy. KLM wants to be present on the social media platforms used by its customers. Customers frequently use Messenger to ask questions to KLM. The integration of Messenger customer chat into KLM.com makes it even easier to get a personal answer from KLM, which can be reread at any given time.

The small-scale pilot will be available in Japan, South Korea and South Africa, with agents communicating in Japanese, Korean and English. Customers can use Messenger customer chat via a ‘chat now’ button that will appear on relevant KLM.com pages when a service agent is available. The pilot will serve to guide further roll-out of the service in the future. In six Western European countries, KLM already has a direct chat service via KLM.com, available via the website itself. The new chat service via Messenger is a next step in KLM’s social media integration.

KLM social media pioneer

KLM is the world’s first airline offering customers the option of receiving travel documentation and flight status updates via WhatsApp, Messenger, Twitter and/or WeChat. Since 2009, KLM has gained a reputation as a pioneer in the field of social media services and campaigns. KLM has more than 25 million fans and followers on various social media platforms. KLM is mentioned more than 130,000 times a week on these platforms, of which 25,000 are questions, which receive personal replies from more than 250 service agents – the world’s largest social media team. KLM offers customers 24/7 support via WhatsApp, Facebook, Messenger, Twitter, LinkedIn, WeChat and KakaoTalk (South Korea) in nine different languages and in Italian during office hours.

]]> Tue, 07 Nov 2017 17:51:23 +0100 https://content.presspage.com/uploads/162/500_featured-new-3.png?10000 https://content.presspage.com/uploads/162/featured-new-3.png?10000 Prestigious awards for innovative KLM https://news.klm.com/prestigious-awards-for-innovative-klm/ https://news.klm.com/prestigious-awards-for-innovative-klm/186355Amstelveen 21 April 2017 – Yesterday KLM Royal Dutch Airlines won the Grand SpinAward 2017. This prize is awarded to the organisation that has, in the past year, had the most impact on the Dutch digital landscape. The panel of judges lauded KLM’s “courageous approach to change and innovation”.

Last week, KLM also won several other prestigious awards, including a Customer Centric DNA Award and two Bronze Lamp Awards at the 50th edition of the ADCN Awards. The cherry on top came with KLM’s nomination for a Webby Award, which are the Oscars of the internet. Winners will be announced on 25 April 2017, with the awards ceremony to be held in New York on 15 May 2017.

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Besides the Grand SpinAward, KLM won two silver awards for its digital magazine KLM iFly, in the categories ‘website’ and ‘design’. It also won a gold award in the category ‘digital service idea’ and a silver award in the category ‘innovation’ for KLM’s Messenger service.

Customer Centric DNA Awards

On 13 April 2017, at a Customer Centric DNA Awards ceremony in Utrecht, KLM was acknowledged as the most customer-centric organisation in the Public Transport category.

The CCDNA Awards offer insight into the most customer-centric organisations in the Netherlands. The winners of the 2017 CCDNA awards are selected by way of a benchmark study, which relies on the evaluations of consumers themselves, rather than the assessment of a panel of experts.

ADCN Awards

Also on 13 April 2017, KLM won two ADCN Awards (for advertising, design and creativity in the Netherlands) at a ceremony held in the Carré Theatre in Amsterdam. KLM won two Bronze Lamp Awards in the Advertising category, for its campaigns “Bonding Buffet” and “Nachtjeslampje”.

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