As of last week, KLM is the first global airline to offer services via Facebook Messenger. Passengers will now be able to use the digital tool to receive booking and check-in confirmation, as well as flight status updates.
“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,” said Pieter Elbers, president and CEO, KLM. “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 percent, 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.”
The new service is now available to all passengers booking their flights via the KLM website who choose to receive messages via Facebook Messenger.
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