The Dutch airline shows on its Twitter profile page the time taken to reply to passenger queries, refreshing every five minutes.
Although Twitter does not have the functionality to update wait times, KLM does it manually by updating the cover photo every five minutes.
KLM’s customer support page also displays the expected response time to its Facebook and Twitter channels.
The idea is to let passengers know the approximate response time they can expect from KLM. They promise that anyone who asks a question on Twitter will receive a reply within one hour.The live customer feed is available via Twitter, 24 hours a day, seven days a week, in at least 10 different languages.
Currently, the airline’s social media team answers about 30,000 messages each week.
N.B: Images from KLM.com