<![CDATA[KLM Newsroom]]> https://news.klm.com/ en Tue, 08 Sep 2026 17:24:22 +0200 Thu, 13 Dec 2018 16:12:33 +0100 <![CDATA[KLM Newsroom]]> https://content.presspage.com/clients/150_162.jpg https://news.klm.com/ 144 KLM launches Family Updates on WhatsApp https://news.klm.com/klm-launches-family-updates-on-whatsapp/ https://news.klm.com/klm-launches-family-updates-on-whatsapp/312188Amstelveen, the Netherlands, 13 December 2018 – Good news for all mums, dads, grandmas, grandpas, and friends of KLM passengers. Today KLM launches Family Updates on WhatsApp. The new service lets passengers start a WhatsApp group to keep friends and family up to date about their flight status. This way, KLM meets the needs and wishes of its customers to reassure the home front and keep them informed – as soon as there is an update.

]]>KLM passengers who receive their boarding pass via WhatsApp will get an invite to use this latest KLM WhatsApp service, free of charge. KLM will then send a message to the friends and family of participating passengers as soon as the flight has departed. Immediately after landing – even before the passenger has Wi-Fi or data roaming – the home front will receive another notification. If a flight is delayed, the group members will be informed as well. In addition to these proactive automated messages, group members can also ask KLM about the flight’s progress. With this service, KLM wants to make their passengers’ journey easier and hopes the home front finds more peace of mind.

KLM is the first airline to offer a WhatsApp service for customers and their inner circle. Currently, it is only available in English. If the service proves successful, KLM will extend it to other social media channels and languages.

Artificial Intelligence and privacy

KLM uses Artificial Intelligence to understand the questions it receives via an @KLM message. KLM cannot read the messages that group members send each other. After sending the notification that the passenger has arrived at its destination, KLM will leave the group. The WhatsApp group will remain active so members can share holiday photos and updates. All messages are protected by WhatsApp’s end-to-end encryption.

KLM on WhatsApp

KLM has been communicating through WhatsApp since September of 2017. Customers can ask KLM questions through a verified WhatsApp business account. On request, here the airline also sends passengers their booking confirmation, check-in notification, boarding passes, and other flight information. Via WhatsApp, KLM sends more than 10,000 boarding passes each day. KLM receives about 35,000 service requests through social media channels each week. More than half come in through WhatsApp.

For more info, visit: https://social.klm.com/flightinfo/whatsapp/familyupdates/

 

KLM on social media

KLM has been a pioneer in social media services and campaigns since 2009. We have more than 28 million friends and followers on a variety of social media. Through these channels, KLM receives more than 180,000 messages a week, 35,000 of which are questions or comments. The world’s largest social media team, consisting of 360 service staff, respond to the messages personally. KLM offers customers support 24/7 on WhatsApp, Facebook Messenger, Twitter, WeChat, and KakaoTalk in Dutch, English, German, Spanish, Portuguese, Italian, French, Chinese, Japanese, and Korean. KLM was the world’s first airline to offer its customers flight documents and status updates via WhatsApp, Messenger, and Twitter. What’s more, it was the first western airline to use the Chinese social media channel WeChat.

]]> Thu, 13 Dec 2018 13:45:00 +0100 https://content.presspage.com/uploads/162/500_familyupdates-316816.png?10000 https://content.presspage.com/uploads/162/familyupdates-316816.png?10000 KLM launches Messenger customer chat on KLM.com https://news.klm.com/klm-launches-messenger-customer-chat-on-klmcom/ https://news.klm.com/klm-launches-messenger-customer-chat-on-klmcom/244979As of today, KLM Royal Dutch Airlines will offer Facebook Messenger users in Japan, South Korea and South Africa the option of asking questions to service agents via Messenger customer chat on KLM.com. In this way, customers are offered quick and personal service when booking tickets, changing bookings or in case they have baggage-related questions. KLM is one of the first airlines in the world and one of a select group of companies taking part in the pilot for this chat service in collaboration with Messenger. 

]]>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.

]]> Tue, 07 Nov 2017 17:51:23 +0100 https://content.presspage.com/uploads/162/500_featured-new-3.png?10000 https://content.presspage.com/uploads/162/featured-new-3.png?10000 KLM first airline with verified WhatsApp business account https://news.klm.com/klm-first-airline-with-verified-whatsapp-business-account/ https://news.klm.com/klm-first-airline-with-verified-whatsapp-business-account/224214Customers worldwide receive flight information through WhatsApp Amstelveen/San Francisco, 5 September 2017 – WhatsApp and KLM Royal Dutch Airlines have started a unique test for a new service on WhatsApp. KLM now offers her customers around the world booking confirmation, check-in notification, boarding pass, flight status updates and asking questions in 10 different languages on WhatsApp via the official WhatsApp Business application. KLM is one of the first companies and the very first airline worldwide with a verified WhatsApp business account.

]]>Together with a small number of businesses, WhatsApp is testing ways for businesses to communicate with customers using WhatsApp. WhatsApp wants to create value for both customers and the businesses they connect with in their daily lives. This pilot programme is part of that effort. To this end, WhatsApp has created an enterprise solution that makes it possible for businesses like KLM to connect with their customers in a fast and personal way on WhatsApp. The rollout has already started in a limited number of countries, and the service will become more widely available in the coming days and weeks.

KLM flight info easy to find through verified WhatsApp account

Offering flight information to customers through a verified WhatsApp business account makes information easy to access in a single place, making it available at the airport, en route or at home. Customers can also directly contact KLM’s social media service agents, 24/7, via WhatsApp. The service is available to customers who book tickets or check in via KLM.com and opt-in to receive information via WhatsApp.

Secure messages

Messages are secure so that they can only be read by the customer and KLM, and no one else, not even WhatsApp. Customers can easily recognise verified businesses using the official WhatsApp business application. This means that customers will see a green checkmark badge next to the KLM contact name on WhatsApp.

KLM and Social Media

Since 2009, KLM has gained a reputation as pioneer in the field of social media services and campaigns. KLM has 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 answered by more than 250 service agents, who form the world’s largest, dedicated social media team. On WhatsApp, Facebook, Messenger, Twitter, LinkedIn, WeChat and KakaoTalk (Korean), KLM offers her customers a 24/7 one-stop-shop in nine different languages: Dutch, English, German, Spanish, Portuguese, French, Chinese, Japanese and Korean. During office hours, KLM also offers services in Italian. KLM was the world’s first airline to offer customers the option of receiving flight documents and status updates via Messenger, Twitter and WeChat.

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