KLM Royal Dutch Airlines has launched a Facebook Messenger service for passengers, providing booking and check-in confirmation, boarding pass and flight status updates.
The new service makes information easy to find in a single place, making it easier for passengers to access the information anywhere – at the airport, en route or at home.
The new Messenger service will be available to all KLM customers who book on the airline’s website and opt to receive information via Messenger. The roll out has started and the service will be more widely available in the coming days and weeks.
KLM is the first global airline to offer these services via Facebook Messenger.
Last year, KLM activated the Messenger button on its Facebook Page, allowing passengers to contact KLM directly via private messaging. Cases increased by 40%, showing that passengers appreciate this form of communication.
Pieter Elbers – KLM President:
We think Messenger is the best place to talk to the people and increasingly, the businesses, people care most about. We are pleased to welcome KLM onto the expanding Messenger platform as the first airline partner. Now, KLM customers will be able to have fast, contextual conversations about their flights, all from the comfort of an app they already know and love – Messenger.
David Marcus, Vice President of Facebook Messaging Products:
The new Messenger service will be available to all KLM customers who book tickets via KLM.com and opt to receive information via Messenger. KLM has over 15 million fans on Facebook.
Watch it in action:
KLM and Social Media
Every week, KLM receives over 100,000 mentions on social media, 10,000 of which are questions or remarks. These are personally replied to by a 200 service agents, forming the world’s largest dedicated social media team. KLM offers customers a 24/7 one-stop-shop in 13 different languages: Dutch, English, German, Spanish, Portuguese, Italian, French, Norwegian, Russian, Japanese, Chinese, Korean and Thai.
N.B. Image credit: klm.com