KLM is one of the first airlines in Europe that offers the functionality to store the boarding pass to the Google Pay app. Boarding passes automatically pop up on a phone a couple of hours before the flight. A similar functionality was already available to users of the iOS KLM app, via Apple Wallet.

Starting today, the new feature is available for KLM app users in countries such as United Kingdom, USA, Spain, Germany, and Brazil. Google announced that Google Pay will come available globally in due time, so KLM expects it does not take too long before it will be available to users in The Netherlands.

KLM app downloaded millions of times

The Google Pay functionality has been added to the KLM app’s existing line-up, such as booking a flight, checking in online, and downloading boarding passes. Soon the option to buy Wi-Fi on board the aircraft will be added together with CO2 compensation possibilities. The KLM app has already been downloaded millions of times and has more than 100,000 active users each day. No fewer than 70% of the app users are logged in permanently and are using the KLM app several times a month.

BB service on the Google Assistant based on artificial intelligence
KLM’s Blue Bot is based on artificial intelligence, which is linked to a combination of KLM and external technologies. BB is self-learning and has her own personality: helpful, friendly, professional, and edgy. The more you use her, the smarter and more personal she becomes. BB was already able to assist with the booking of a ticket through Messenger (in English) and the packing of a suitcase on the Google Assistant (in English). Now she can be used to search for a flight through the Google Assistant in both English and Dutch. BB will offer more and more services on this voice-activated platform and other social media channels in the coming period.

The Google Assistant in phased roll-out
The Dutch Google Assistant will be rolled out in phases by Google in the coming period. This assistant helps users find answers more quickly - hands free - and to get things done faster. The Dutch version is currently only available for the Google Assistant on smartphones and tablets. This will later be expanded to include other mobile devices such as Google’s speaker, the Google Home. The English language version has already been around for some time.

KLM on social media
Since 2009, KLM has gained a reputation as pioneer in the field of social media services and campaigns. KLM has over 25M fans and followers on various social media platforms. Through these channels, KLM receives over 180,000 mentions every week, 35,000 of which are questions or remarks. These are personally answered by more than 300 service agents, who form the world’s largest and 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. KLM was the first airline in the world to offer passengers the option of receiving their flight documents and status updates on WhatsApp, Messenger and Twitter. It was also the first Western airline to offer this on the Chinese platform WeChat.

The launch of the new app marks a first step in re-defining the KLM digital ecosystem. The apps flat, modular architecture, together with its brand new APIs can be extended to any other digital touch point. This approach enables KLM to offer customers a frictionless and familiar experience – anywhere, anytime, on any device. Moreover, KLM will be able to analyze a customer’s previous behavior and learn about preferences to make a personalized offer e.g. a window seat.

The new KLM smartphone app is now available in the Apple App Store and Google Play Store.

According to Smit, it gets even more powerful when you link gaming to your core business: “This is something KLM strongly believes in. By implementing the beacon functionality in Jets we created a unique link between Jets as an entertainment game and the practical challenges of running an airline, like departing on time,” says Smit.

About Jets

Jets' first levels are set in Amsterdam, the home-base of KLM Royal Dutch Airlines. Players fly their paper plane through the center of the old city and over the famous canals, while avoiding cars, trams and boats. In the single player mode they unlock new missions, collect items and set high scores. In the multiplayer mode players challenge their friends to beat them in the exact same mission they just completed. Winners can instantly share their victory on social media.

Detailed Paper World

‘Jets’ contains numerous familiar Amsterdam details such as functioning drawbridges, bell-ringing trams if you come too close and rusty bicycles almost falling into the canals. And, to complete the list, an aircraft taxiing across the viaduct at Amsterdam Airport Schiphol, KLM’s home base.

Download press assets here