KLM introduces new service channel via LINE
KLM Royal Dutch Airlines has opened a new service channel for the Japanese market. Via the social media platform LINE, our social media agents will offer 24-hour service to Japanese customers, starting 5 December. They will answers passengers’ questions, book tickets and send boarding passes. KLM is the first European airline to offer services via LINE.
KLM is committed to connecting with its customers on whatever platforms they prefer. We do so via KLM.com and the KLM app, but also via third-party channels. KLM is also looking into voice-activated options, such as Google Home and Amazon Alexa, and we already offer services via Facebook, Twitter, WhatsApp, Messenger, KakaoTalk (Korea) and WeChat (China). LINE is the latest addition to this range.
82 million users
LINE is a social media platform. It offers voice, video, and chat communication between users, domestically, internationally, and across telecommunication providers. LINE has 82 million active users in its Japanese home market. Most users are from 15 to 34 years old.
To make KLM even more easily accessible to our Japanese customers, we are now present on LINE. When we launched on other popular social media platforms, we saw a huge increase in the number of queries from local customers. This reaffirmed our strategy to be wherever our customers are. That is why we have added LINE as a service channel.
Pieter Elbers, KLM President & CEO
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 24/7 customers support on WhatsApp, Facebook Messenger, Twitter, WeChat, KakaoTalk and LINE 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.