KLM Newsroom

KLM opens up Flying Blue to allow onboard payments using Award Miles

Fri, 30 Sep 2016 09:00:00 +0200

Flying Blue members can already use their Award Miles to buy tax-free articles in the KLM web shop and pay for flights, extra baggage or legroom, hotel rooms, or car hire. And now they can redeem them on board as well. Flying Blue members can collect Award Miles, for instance, by booking flights with KLM, Air France, or other airline partners.

If you would like more information about Flying Blue, please click here.

KLM runs pilot with Artificial Intelligence provided by DigitalGenius

Thu, 29 Sep 2016 17:00:00 +0200

When an agent needs to answer an incoming question, he or she gets a proposed answer through AI, which is trained on more than 60,000 KLM questions and answers. The agent decides whether the proposed answer is the right answer to the question, adjusts it if necessary and sends it across the appropriate social media channel. The system learns based on what the agent does, and becomes smarter in real time.

KLM receives around 100,000 mentions per week via social media and this number is still growing. A dedicated team of 235 social media service agents personally engages in 15,000 conversations. The DigitalGenius AI system is integrated directly into KLM’s Customer Relationship Management tool, and provides a layer of deep learning and artificial intelligence to service agents in real time.

About KLM and Social Media
Since 2009, KLM has gained a reputation for being an initiator and pioneer of social media services and campaigns across the social media landscape. In August 2016, KLM had over 22.5 million fans and followers on various social media platforms. Through these channels, KLM is mentioned more than 100,000 times a week. A dedicated team of 235 social media service agents personally engages in 15,000 conversations a week on Facebook, Messenger, Twitter, LinkedIn, Instagram, WeChat, KakaoTalk and VKontakte. KLM offers its customers 24/7 service in 10 different languages: Dutch, English, German, Spanish, Portuguese, Italian, French, Japanese, Chinese and Korean. Questions can also be asked in Norwegian and Russian during local office hours. In recognition of these efforts, SocialBakers voted KLM the “World’s Most Socially Devoted Brand” for four consecutive years from 2011 to 2014.

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.

Air France-KLM signs a partnership agreement with Gogo to equip its long-haul fleet with WiFi

Thu, 29 Sep 2016 15:07:55 +0200

68 Air France Boeing 777 and 15 Airbus A330 as well as 29 KLM Royal Dutch Airlines Boeing 777 and 12 Airbus A330 will be equipped with WiFi on board starting from end 2017, a total of 124 long-haul aircraft.

With this new joint Air France and KLM agreement, the Group’s passengers will benefit from WiFi during their trip by staying connected around the world with their family, friends or business partners, on their smartphone, laptop or tablet. On the in-house Air France-KLM designed onboard portal a freely accessible environment is available where customers can find relevant information about their flight, arrange travel details and find entertainment beyond the state of the art seat-back inflight entertainment systems.

The 2Ku product from Gogo offers a future-proof platform based on the latest antenna technology, bringing flexibility to adapt to growing demands from our customers.

Boeing 787 already equipped with WiFi
On Air France-KLM's long-haul fleet, passengers already enjoy WiFi on board the Boeing 787 Dreamliner, with currently 8 aircraft operated by KLM and the first aircraft operated by Air France as from 9 January next year. The Group's Boeing 787, which offer WiFi on board, are equipped by Panasonic Avionics, and offer the same portal and products as planned on the rest of the long-haul fleet.

About Air France-KLM
A global giant with a strong European base, the Air France-KLM Group’s main areas of business are passenger transport, cargo transport and aeronautical maintenance.

Air France-KLM is the leading Group in terms of international traffic on departure from Europe. In 2016, it offers its customers access to a network covering 320 destinations in 114 countries thanks to its four brands Air France, KLM Royal Dutch Airlines, Transavia and HOP! Air France. With a fleet of 534 aircraft in operation and 89.8 million passengers carried in 2015, Air France-KLM operates up to 2,200 daily flights, mainly from its hubs at Paris-Charles de Gaulle and Amsterdam-Schiphol.

Its Flying Blue frequent flyer programme is one of the leaders in Europe with over 27 million members.

Air France-KLM and its partners Delta Air Lines and Alitalia operate the biggest trans-Atlantic joint-venture with 270 daily flights.

Air France-KLM is also a member of the SkyTeam alliance which has 20 member airlines, offering customers access to a global network of over 16,270 daily flights to 1,057 destinations in 179 countries.