KLM and Facebook Messenger take next strategic step in social media service’
KLM Royal Dutch Airlines offers its customers around the world booking and check-in confirmation, boarding pass and flight status updates via Facebook Messenger. This makes information easy to find in a single place, so it’s available at the airport, en route or at home. Any questions? Customers can contact KLM’s social media service agents directly via Messenger.
The roll out starts today and the service will be more widely available in the coming days and weeks. KLM will be the first global airline to provide these services on Messenger.
This marks the latest expansion of Messenger for Business, as first announced last year.
"The new Messenger service is a perfect addition to KLM’s social strategy. We believe we should be where our customers are, and therefore Messenger and KLM are a good fit. Our customers feel comfortable sharing info with us via a more personal platform like Messenger. Last year, we activated the Messenger button on our Facebook Page, allowing customers to contact KLM even more directly via private messaging. Cases increased by 40%, which shows customers appreciate this form of communication. We are now taking our service to customers a step further, offering them the option of receiving all relevant flight documents and information in a single Messenger overview."
Pieter Elbers - KLM President & CEO
"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 Product
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.
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. 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 our 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.