KLM Newsroom

KLM launches Messenger customer chat on KLM.com

Tue, 07 Nov 2017 17:51:23 +0100

This pilot with Messenger is a next step in KLM’s social media strategy. KLM wants to be present on the social media platforms used by its customers. Customers frequently use Messenger to ask questions to KLM. The integration of Messenger customer chat into KLM.com makes it even easier to get a personal answer from KLM, which can be reread at any given time.

The small-scale pilot will be available in Japan, South Korea and South Africa, with agents communicating in Japanese, Korean and English. Customers can use Messenger customer chat via a ‘chat now’ button that will appear on relevant KLM.com pages when a service agent is available. The pilot will serve to guide further roll-out of the service in the future. In six Western European countries, KLM already has a direct chat service via KLM.com, available via the website itself. The new chat service via Messenger is a next step in KLM’s social media integration.

KLM social media pioneer

KLM is the world’s first airline offering customers the option of receiving travel documentation and flight status updates via WhatsApp, Messenger, Twitter and/or WeChat. Since 2009, KLM has gained a reputation as a pioneer in the field of social media services and campaigns. KLM has more than 25 million fans and followers on various social media platforms. KLM is mentioned more than 130,000 times a week on these platforms, of which 25,000 are questions, which receive personal replies from more than 250 service agents – the world’s largest social media team. KLM offers customers 24/7 support via WhatsApp, Facebook, Messenger, Twitter, LinkedIn, WeChat and KakaoTalk (South Korea) in nine different languages and in Italian during office hours.

KLM takes next strategic social media step with WeChat Pay

Thu, 24 Aug 2017 08:30:00 +0200

WeChat has over 963 million monthly active users of which 600 million have activated WeChat Pay. This is a payment feature integrated into the WeChat app, which makes it possible for users to complete payment quickly with smartphones without leaving the platform. WeChat Pay is accepted pretty much everywhere you go within China and over 40% of all mobile transactions is being executed this way. The service is available for all users that have a Chinese bank account.

Paying for a KLM ticket has become simple: once a passenger booked a ticket on KLM.com via desktop, and chooses WeChat as the preferred payment option, a QR code appears. Users scan this code which refers them to WeChat Pay, the money is amortized and a successful payment is done. If a customer booked a ticket on mobile or via the WeChat app, and chooses WeChat as the preferred payment option, the customer is automatically referred to WeChat Pay and able to pay for the ticket easily. Users need to bind their bankcard only once to use WeChat Pay.

KLM on WeChat
KLM opened a WeChat account in 2014 offering her Chinese passengers service, brand content and commercial offers via the platform. Since May 2017, KLM customers have the choice to receive their booking confirmation, check-in notification, boarding pass and flight status updates via WeChat. So far nearly 25% of all Chinese KLM customers booking online, receive their flight info via WeChat. KLM gets over 8000 servicing questions a week, mainly in Simplified Chinese.

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. In April 2017, KLM had over 25 million fans and followers on various social media platforms. Through these channels, KLM receives over 100,000 mentions every week, 15,000 of which are questions or remarks. These are personally replied to by 250 service agents, forming the world’s largest dedicated social media team. On Facebook, Messenger, Twitter, LinkedIn, WeChat and KakaoTalk (Korean) KLM offers her customers a 24/7 one-stop-shop in 9 different languages: Dutch, English, German, Spanish, Portuguese, French, Chinese, Japanese and Korean. During office hours KLM also services in Italian. KLM was the first airline worldwide to offer customers the option to receive flight documents and status updates via Messenger. KLM also offers this service on Twitter and WeChat.

KLM takes next strategic social media step with flight info on Twitter and WeChat

Tue, 06 Jun 2017 10:00:00 +0200

The new service will be available to all KLM customers who book tickets or check in via KLM.com and opt-in to receive information via Twitter or WeChat. The roll out starts today and the service will be more widely available in the coming weeks. In 2016, KLM was the first airline worldwide to offer flight documents and information via Messenger. Now, it is first again on Twitter and first airline outside China offering flight info on WeChat.

KLM on Twitter and WeChat

KLM has over 2.2 million fans on Twitter and receives more than 25,000 mentions on a weekly basis. In September 2014, KLM started her WeChat account, offering passengers 24/7 service, brand content and commercial offers. WeChat is the no. 1 social media platform in Mainland China with 938 million monthly active users. KLM has over 120,000 fans and receives over 6000 questions a week, which shows that Chinese customers appreciate this platform to communicate with KLM.

KLM on Messenger

Last year, KLM introduced the KLM flight info service via Messenger, which proved to be a success. More than 1.4 million customers received their KLM flight documents and updates via Messenger, 10% of all online KLM bookings are confirmed via this channel and 15% of all online KLM boarding passes are sent via Messenger.

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. In April 2017, KLM had over 25 million fans and followers on various social media platforms. Through these channels, KLM receives over 100,000 mentions every week, 15,000 of which are questions or remarks. These are personally replied to by our 250 service agents, forming the world’s largest dedicated social media team. On Facebook, Messenger, Twitter, LinkedIn, WeChat and KakaoTalk KLM offers her customers a 24/7 one-stop-shop in 9 different languages: Dutch, English, German, Spanish, Portuguese, French, Chinese, Japanese and Korean. During office hours KLM also services in Italian.

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 inspires travellers via twitter with @KLM_LocalEyes

Mon, 16 Dec 2013 16:33:46 +0100

Taking weekly turns, KLM employees from all around the world will tweet about their favourite restaurants, sleeping addresses, coffee bars and expositions in their hometown. On top of this, they will also give interesting insights into local customs and behaviour.

All tips and pictures are shown on a digital city map on klm.com/localeyes that can be used while travelling. Via this website the tips are also available for those not on Twitter.

For the @KLM_LocalEyes blog visit: blog.klm.com

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.

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.

Dance Industry fills an aircraft using Twitter

Thu, 02 Dec 2010 01:00:00 +0100

The action was prompted by the American “Spring Break” which this year will coincide with the Ultra Music Festival from 25 to 27 March, in Miami. The bet was a simple one. If the initiators could get enough people to reserve a seat on www.fly2miami.nl/ before 6 December, KLM would agree to add a non-stop flight from Amsterdam to Miami especially for the Dutch Dance Industry. The flight was filled within five hours and the counter now stands at 351 reservations.

“It became clear to KLM very quickly that the idea of a direct flight to Miami is a popular one among the Dutch Dance Scene. “It’s why we took on the bet!” said Martijn van der Zee, VP E-Commerce at KLM. “We can rightly call it a first — the first time KLM will deploy an aircraft following a request on Twitter. Social media are becoming more and more important to KLM to offer information and service to our customers.”

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