KLM passengers are currently unable to check in at Schiphol Airport due to an IT malfunction. Online check-in is possible. We apologize to customers who are about to depart from Schiphol for the inconvenience. We are doing everything possible to solve the problem as soon as possible. 

KLM invests in fleet renewal

Once again in 2018, KLM will continue to invest in the renewal of its fleet to meet its customers’ needs and wishes. The Boeing 787-9 Dreamliner Morgenster is the first aircraft to arrive in 2018. KLM will take possession of its twelfth Dreamliner in April.

The Boeing 787 creates less ambient noise, consumes less fuel, and gives off fewer carbon dioxide emissions. It brings us ever closer to our aim to reduce CO₂ emissions by 20% in 2020 compared to 2011. The Dreamliner is built mainly of carbon fibre composite which can be cut easily, so the manufacturing process creates less waste.

It also offers numerous advantages in terms of passenger comfort. The increased cabin air pressure helps passengers to arrive at their destination feeling well rested. And all passengers have access to WiFi during the flight.

The agreement provides a firm foundation on which we can join hands in building a healthy future for KLM, which is good for staff as well as passengers.

We hope that FNV members will also embrace the plan, considering that the new agreement with the VNC has close similarities to the demands previously expressed by the FNV Cabine trade union.

Airports can be lonely places. Especially when you are travelling around Christmas time; a time for sharing, unity and togetherness. Natascha van Roode, Head of Global Marketing Communications KLM: “We are in the business of bringing people together all over the world and we always aim to offer our customers a memorable experience. After last year’s massively successful ‘Bonding Buffet’ event, we once again set out to accomplish both for travellers on the road. The Connecting Seats definitely did the job.”

The Connecting Seats did not only entice travellers to share personal anecdotes and Christmas wishes. Their curiosity yielded some warm and emotional chats in which participants exchanged their views on the world. Ultimately, travellers from over 30 different nationalities put their phones or books aside and opened up to each other.

The Connecting Seats event

KLM did not script anything for the Connecting Seats event. Marit Badia, Global Marketing Communications Manager KLM: “Having fully tested the technology, our main challenge was whether travellers where willing to open up and converse to one another. We completely relied on spontaneous responses from random travellers, which made it an audacious event. We were quickly positively surprised.”

The seats were specially designed for travellers on Amsterdam Airport Schiphol. After setting up the conversation by selecting their languages, it was not necessary to press any other buttons. With the use of Google Cloud's Speech API, Translation API and Web Speech API, the seat worked automatically.

AI system gets smarter over time

KLM has been using AI provided by DigitalGenius, which now supports over 50% of all inquiries, for a year and-a-half. When agents need to answer questions, AI provides them with a possible answer. The AI system learns from the service agent’s actions and gets smarter over time. Until now, the agents had to decide if the proposed answer suits the question, adjust the answer if necessary and send it to the appropriate social media channel. With the high volumes of customer questions that the AI system has handled, KLM is now able to automate the answers to the most common questions on any subject without the interference of a human service agent. With the help of this next step in social media, KLM service agents have more time to focus on questions that require a human approach.

About KLM and Social Media

Since 2009, KLM has gained a reputation as pioneer in the field of social media services and campaigns. KLM has over 25 million fans and followers on various social media platforms. Through these channels, KLM receives over 130,000 mentions every week, 30,000 of which are questions or remarks. These are personally answered by more than 250 service agents, who form the world’s largest, dedicated social media team. On WhatsApp, Facebook, Messenger, Twitter, WeChat and KakaoTalk, KLM offers her customers 24/7 service in nine different languages: Dutch, English, German, Spanish, Portuguese, French, Chinese, Japanese and Korean. During office hours, 7 days per week, KLM also offers services in Italian. Recently KLM added BB, short for Blue Bot, to her servicing family, who can help you book a ticket on Messenger and pack your bag on Google Home. KLM was the world’s first airline to offer customers the option of receiving flight documents and status updates via WhatsApp, Messenger, and Twitter and the first Western airline on WeChat in China.

About DigitalGenius

DigitalGenius brings practical applications of deep learning and artificial intelligence into customer service operations of leading companies. Its Human+AI™ Customer Service Platform combines the best of human and machine intelligence enabling companies to deliver on increasing customer expectations. At its core are deep learning algorithms, which are trained on historical customer service data and integrated directly into the contact center’s existing software. Once enabled, the platform automates and increases the quality and efficiency of customer service & support conversations across text-based communication channels like email, chat, social media, SMS and mobile messaging.

Refits complete in 2018

The refurbishment of the business class cabins in the remaining four A330-300s has already commenced; the last is expected to be completed in July 2018. KLM’s eight A330-200s will follow. Their refits are expected to be completed in October 2018.

The World Business Class interiors of all the Boeings 747,777-200 and 777-300 have already undergone this transformation. KLM’s Boeing 787 Dreamliners already have the new-style World Business Class cabins.

New World Business Class

Renowned Dutch designer, Hella Jongerius, designed the new seats and cabin interior. In addition, KLM’s new World Business Class also contains:

• Full-flat seats: 180 degrees reclinable and 206 cm long

• In-seat power and improved privacy

• Brand-new personal entertainment system with an 18” screen, HD quality films and a touchscreen navigation menu in 12 languages.

KLM Open Tournament Director Daan Slooter: “The partnership between the Dutch Open and KLM is one of the longest-standing cooperative relationships in the history of Dutch sport and the European Tour. We are extremely pleased with KLM’s commitment to continue to serve as the title sponsor up to and including 2020.”

The 2018 KLM Open is set to be held from 13 through 16 September 2018 and will be played for the third and last time at “The Dutch” golf course in Spijk (Municipality of Lingewaal). KLM and promoter TIG Sports are currently in discussion with various parties about the further details of the forthcoming tournaments in 2019 and 2020, including the choice of golf course.

KLM’s service bot BB draws from artificial intelligence resources, connected through combining KLM and external technology. She is self-learning and has her own personality: helpful, friendly, professional and edgy. By using her more, she becomes smarter and more personalised. BB started in September 2017, offering KLM customers the option of booking a ticket via Messenger in a conversational way. As of today, the voice-driven pack assistant provides a second service. In the coming period, BB will be able to offer more services through different social media channels.

KLM asked several influencers to test KLM’s pack assistant on Google Home. For their experiences, see here.

(*) The joint Air France KLM Traffic Results of november 2017 are available in the download box in this message. 

About Växjö  

Located in the south of Sweden, Växjö is the capital city of the Kronoberg region. It has an entrepreneurial climate, a renowned university and is the hometown of Ikea. Växjö gives access to nature and outdoor activities and has an excellent reputation for gastronomy.

Caps donation to 'Stichting Hoogvliegers'

Pilots may keep their caps or donates them to 'Stichting Hoogvliegers'. KLM worked for many years with this foundation, which offers children who are ill a chance to be pilot for a day.

Saving for Blue Credits

Shipping Blue not only offers a useful service to the SME sector, but awards BlueBiz members Blue Credits. These credits can be redeemed against travel bookings, consequently lowering travel expenses for the sector. Shipping Blue was tested by 3,000 SMEs in the Netherlands. With effect from 7 December 2017, the service will be available to as many as 29,000 BlueBiz customers in the Netherlands and, shortly thereafter, to all the BlueBiz customers of Air France KLM.

http://www.bluebiz.com/shippingblue

On Friday morning (09:05 hours local time), KLM will operate its first flight (KL838) from Denpasar to Singapore (arriving 11:35 hours local time), continuing on to Amsterdam (arriving 19:35 hours local time). KLM is presently contacting its passengers personally, including passengers for whom their KLMticket forms part of a package deal booked by another travel organisation. Passengers who have already established contact with the KLM Social Media will be assisted accordingly.

KLM is doing everything possible to transport its passengers from Denpasar to their final destinations as soon as possible. What’s more, KLM is also checking to see if passengers can be rebooked to fly with another KLM partner airline to their final destinations.

More and more people are wearing Christmas jumpers during the festive season. With demand for jumpers rising, KLM has responded with this 100% acrylic, KLM-blue jumper, costing just EUR 29.95 excluding shipping costs. Our exclusive “Flying home for Christmas Jumper” will allow you to take the festive spirit with you wherever you are headed in the world.