KLM Newsroom

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 adds Russian and Norwegian to its Social Media Service

Mon, 13 May 2013 14:11:10 +0200

Customers can approach KLM’s social media network — twenty-four hours a day, seven days a week — with questions about issues such as seat selection, rebooking, cancellation, or reserving space for extra baggage. What is more, KLM does everything it can to answer all queries within one hour and find a solution with twenty-four hours.

The addition of Norwegian and Russian allows KLM to offer even better service in those markets. After all, Norway is an extremely important market for KLM. Following the addition of Ålesund last April, KLM now flies to seven Norwegian destinations. And social media are hot in Russia. Many Russians are plugged into Facebook, Twitter and their very own platform, VKontakte (vk.com). It is for this reason that KLM has chosen to provide extra service to its Russian customers on this growing platform. It makes KLM one of the first companies in Russia to use social media as part of its customer service.

KLM now provides service on Facebook and Twitter in nine languages: English, Dutch, Spanish, German, Japanese, Portuguese, Italian, and now Russian and Norwegian as well. To provide even better service to more customers, KLM will continue to expand the number of languages.

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 invites social media fans to help design KLM’s 2013 calendar

Thu, 14 Jun 2012 01:00:00 +0200

Upload awesome and inspiring travel photos to http://klmcalendar.klm.com and share them with friends via Facebook, Twitter, Pinterest or Google+, asking them to vote. The campaign runs until Friday, 29 June inclusive.

The twelve photos awarded the most votes will soon be decorating the twelve months in the KLM Fan Calendar.

The KLM Fan Calendar will be available for sale at the KLM webshop

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 Surprises Again! Live Reply to Social Media

Mon, 19 Sep 2011 01:00:00 +0200

Live Reply involves the deployment of 450 KLM volunteers, working in three shifts, who will answer Tweets, Facebook posts, or Hyves ‘scraps’ using just 140 characters. It is just one more way for KLM to show how it meets the needs of its customers — up close and personal.

“Today’s campaign should show, in a special — and, more important, personal way — that we’re willing to go the extra mile for our customers,” says Martijn van der Zee, SVP E-commerce AF KLM. “KLM has been extremely active in social media since the spring of 2010. We can’t imagine communication with our customers without social media anymore.”

KLM believes it is important to let everyone know about the service that KLM offers in social media — hence this announcement. Using the social media, KLM will answer every customer message personally within one hour, twenty-four hours a day, seven days a week.

'Followers’ and ‘friends’ can reach KLM through the social media, whether in Dutch or English, and ask anything that has to do with their travel or tickets. And KLM will inform its followers about the latest KLM news and any interesting campaigns.

KLM Offers 24-Hour Service Via Social Media

Mon, 18 Jul 2011 01:00:00 +0200

Social media have become an integral part of KLM’s contact with customers. KLM has been active on Facebook and Twitter for some time, and recently joined Hyves, specifically for the Dutch market.

Followers can approach KLM – in English or Dutch – via any of these channels, with questions on topics such as baggage, seat reservations and re-booking of ticket. They will receive a reply within an hour, and any problems will be resolved within 24 hours. Until recently, this service was available from 08.00 hrs until 23.00 hrs CET, but as of today customers can contact KLM 24 hours a day, from anywhere in the world, via the above channels.

KLM also uses the above social media to update customers on the latest KLM news, special offers and other fun campaigns.