KLM Newsroom

KLM launches ‘Try before you Fly’ AR campaign

Thu, 18 Apr 2019 14:59:59 +0200

AR technology connects reality and the virtual world. In a virtual world, people on Facebook will be able to discover and explore KLM destinations before booking a ticket. Although the initial test phase will focus on destinations, products and services will also be offered in the future using AR technology.

By clicking on the AR ad, people will be able to use the Facebook camera to see themselves with a KLM suitcase on their way to the new destination. It will then be possible to enjoy a 360° view of what the destination has to offer within the ‘Try before you Fly’ AR environment! Over and above useful travel tips and interesting snippets of information, KLM hopes to add real-time ticket prices within this AR environment as part of the next step.

Facebook is currently testing AR ads in the Facebook newsfeed. The format appears as any other ads on Facebook but spring to life when people click on the “click to activate” button. KLM is among the first in the world to test the new AR ads functionality.

TRY OUT THE FIRST KLM FACEBOOK AR AD FOR TAIPEI HERE

KLM and Facebook Messenger take next strategic step in social media service’

Wed, 30 Mar 2016 15:00:00 +0200

The roll out starts today and the service will be more widely available in the coming days and weeks. KLM will be the first global airline to provide these services on Messenger.

This marks the latest expansion of Messenger for Business, as first announced last year.

The new Messenger service will be available to all KLM customers who book tickets via KLM.com and opt to receive information via Messenger. KLM has over 15 million fans on Facebook.

About KLM and Social Media
Since 2009 KLM gained a reputation as an initiator and pioneer in the area of social media services and campaigns in the social landscape. Every week, KLM receives over 100,000 mentions on social media, 10,000 of which are questions or remarks. These are personally replied to by our 200 service agents, forming the world’s largest dedicated social media team. KLM offers customers a 24/7 one-stop-shop in 13 different languages: Dutch, English, German, Spanish, Portuguese, Italian, French, Norwegian, Russian, Japanese, Chinese, Korean and Thai.

KLM Introduces Payment via Facebook and Twitter

Thu, 20 Feb 2014 07:08:06 +0100

Customers are already able to arrange extra services through social media, but until now payment has taken place over the telephone. Customers have regularly indicated that they would like to pay online through our social media channels. With this new method, contact with the customer takes place exclusively through the social media channel they have used. This enables KLM to provide an even better, more convenient service.

How does it work?

KLM sends a link to the customer in a private message on Facebook or Twitter. The customer can then select their preferred method of payment and complete the transaction. The social media service agent at KLM then receives a message to say that payment has been received and the customer in turn receives confirmation of the payment.

The 130 social media agents at KLM answer around 35,000 queries on Facebook and Twitter every week. Last week KLM welcomed its five-millionth Facebook fan, making KLM the airline with the most fans in the world.

KLM displays live response time for social media service

Wed, 20 Nov 2013 12:30:00 +0100

The social media live response time can be seen in the header on Twitter and on the customer support page at KLM.com. It will also be visible on Facebook shortly.

KLM offers customer service 24/7 in ten languages on Twitter, Facebook and VKontakte. This service will soon be expanded to include Google+ and Sina Weibo. KLM’s social media team handles about 30,000 messages each week.

KLM adds Italian to her social media service

Mon, 15 Oct 2012 11:59:00 +0200

Customers can use these social media channels twenty-four hours a day, seven days a week for questions such as selecting a seat, rebooking a ticket, cancelling a reservation or making extra baggage reservations. The inclusion of Italian is important, because KLM has an enormous Italian fan base which can be serviced now in their own language. The aim is to answer questions within one hour and provide a solution within 24 hours.

The service on Facebook and Twitter is available in seven languages, in English, Dutch, Spanish, German, Japanese, Portuguese and now also in Italian. KLM plans to expand social media service with more languages in the coming months.

KLM Launches Portuguese Language Service on Facebook and Twitter

Mon, 03 Sep 2012 01:00:00 +0200

Fans and followers of KLM Royal Dutch Airlines on Facebook and Twitter can now reach KLM in Portuguese 24 hours a day, seven days a week.

‘Our strategy is to rapidly expand the number of languages in which we offer our services through social media. The addition of Portuguese was a logical step, because social media has developed strongly in Portugal and, especially, in Brazil. But it won’t stop there. We will be further increasing the number of languages in the near future.’

Customers can use these social media channels 24/7 to put all kinds of travel related questions to KLM. For instance, to select a seat, rebook a ticket, cancel a reservation or make an extra baggage reservation. KLM aims to respond to all customer questions within one hour and provide solutions within 24 hours.

KLM now provides its social media service in six languages. Customers can put their questions to KLM on Facebook and Twitter in English, Dutch, Spanish, German, Japanese and now Portuguese.

For more information, please contact:

KLM Media Relations: mediarelations@klm.com
+31(0)20-649 4545

KLM Offers Japanese-Language Service on Facebook and Twitter

Mon, 16 Jul 2012 13:28:00 +0200

By adding Japanese, KLM is now offering its social media service in five languages. Twenty-four hours a day, seven days a week customers can ask their questions on Facebook and Twitter in English, Dutch, Spanish, German and now also in Japanese.

Customers can use these social media channels to ask KLM all travel related questions such as selecting a seat, rebooking a ticket, canceling a reservation or making extra baggage reservations. KLM does its utmost to answer all customer questions within one hour and provide solutions within twenty-four hours.

The Japanese market is of great importance for KLM. The inclusion of the Japanese language fits KLM’s strategy to expand its social media service.

For more information, please contact:
KLM Media Relations: mediarelations@klm.com
+31(0)20-649 4545

KLM Launches Trip Planner - Plan a trip with friends via Facebook

Thu, 31 May 2012 01:00:00 +0200

Earlier this year, KLM introduced Meet & Seat, becoming the first airline to integrate social networks and flight data. KLM has now supplemented this “social seating” service with a Trip Planner platform facilitating “social booking”.

Planning a trip with friends can be quite a challenge, but KLM Trip Planner makes this fun and easy. The delegated trip organiser selects a groups of travellers among their Facebook friends. After choosing a destination, various travel dates and available ticket prices, the organiser asks the selected friends to indicate which of the options has their preference. The booking can subsequently be made very simply in a secure section of klm.com, without having to email, text or phone an agent.

The KLM Trip Planner can also help customers find a suitable destination. Based on the group’s members and their interests, KLM offers three suggestions that vary depending on the main purpose of the trip, whether it be shopping, attending a football match or some other activity.

KLM Offers German-Language Service on Facebook and Twitter

Wed, 30 May 2012 01:00:00 +0200

Now, in addition to English, Dutch and Spanish, KLM offers service in German on Facebook and Twitter — twenty-four hours a day, seven days a week. Customers can use these social media channels to ask KLM for information, rebook tickets, cancel reservations or make extra baggage reservations.

The German-language market is a focus market for KLM. The inclusion of the new service is in line with the company’s strategic aim to provide service through the social media into even more languages in the future. KLM does its best to answer all customer questions within one hour and provide solutions within twenty-four hours.

With Meet & Seat, KLM integrates social media with air travel

Fri, 03 Feb 2012 01:00:00 +0100

Erik Varwijk, Managing Director KLM: “With Meet & Seat, KLM takes social networking a step forward. This new service connects passengers and aims to give them a more inspirational journey.”

Meet & Seat facilitates contact with fellow travellers who have the same background or interests, making air travel even more stimulating for KLM passengers. They can find out whether someone they know will be travelling on the same flight, or discover who else will be attending the same conference in the USA, for example. Through Meet & Seat they might arrange to have a coffee before their flight, select adjoining seats or decide to share a taxi afterwards.

Passengers can only see other Meet & Seat participants after linking their Facebook or LinkedIn profile to their flight. They can decide what personal information from their Facebook or LinkedIn account they would like to share with other passengers.

Meet & Seat is available using Manage My Booking on intercontinental flights only. Passengers can choose their seat via Manage My Booking from 90 days until 48 hours before departure, and therefore easily make contact with fellow travellers.

KLM Meet & Seat starts with a pilot project on flights from Amsterdam to San Francisco, New York and São Paulo. Shortly afterwards, it will roll out to other intercontinental destinations.

Spanish Service via Facebook and Twitter

Thu, 02 Feb 2012 01:00:00 +0100

Adding Spanish in addition to the existing English and Dutch services, was prompted by the fact that around 329 million people in 21 countries speak Spanish, making it the third most widely spoken language in the world.

The new service will especially benefit Facebook and Twitter fans and followers in Mexico, Argentina, Ecuador, Peru and Spain, as well as Spanish speakers in the US. Facebook and Twitter have proved their worth repeatedly in recent times. Aside from responding to questions communicated by customers, these social media channels can be used to rebook, cancel and/or book extra baggage capacity on flights.

The Spanish service will also be available 24/7. Future plans include expanding the number of languages offered via social media. The response target is to answer questions within the hour and to find solutions within 24 hours.

KLM Increases Availability Through Twitter and Facebook

Wed, 21 Apr 2010 01:00:00 +0200

Peter Hartman, KLM President & CEO: “We are pulling out all the stops to help our passengers. It’s great news that we can use social media towards this end. KLM is ahead of the pack.”

For the exact flight times and information on specific destinations, please refer to the KLM website at www.klm.com. Given the exceptional circumstances, a special page has been created with arrival and departure times. KLM advises its passengers to consult the website for information about departing flights before travelling to Schiphol