[Quick Take] KLM Takes to Messenger for Bookings, Support


NEW YORK, N.Y. – March 30, 2016 – KLM Royal Dutch Airlines launched today a Facebook Messenger service for passengers, providing around the world booking, flight confirmation, boarding pass access, check-in reminders and flight status updates, right from the app. The new app pulls traveler’s information into a single place, making it easier for customers to access it anywhere. In addition, KLM will expand its customer support through Messenger by offering customers the ability to chat live with KLM staff should they need booking support or to make last-minute travel plans and adjustments. The live chat support will be available in more than 12 languages.

KLM’s Messenger service begins rolling out today and will be more widely available in the coming days and weeks. The app will work wherever KLM and Messenger operates, including nearly 140 destinations around the world. KLM is the first global airline to provide these services on Messenger.

“The new Messenger service is a perfect addition to KLM’s social strategy,” said Pieter Elbers, President & CEO KLM Royal Dutch Airlines. “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 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.”

This marks the latest expansion of Messenger for Business, as first announced last year. “We think Messenger is the best place to talk to people and increasingly, the businesses, people care most about,” said David Marcus, Vice President of Messaging Products at Facebook. “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.”

klm-facebook-messengerThe 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 more than 15 million fans on Facebook.

About KLM and Social Media

Since 2009, KLM has 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 more than 100,000 mentions on social media, 10,000 of which are questions or remarks. These are personally replied to within the hour by the airline’s 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.

About the Sweepstakes

KLM is celebrating this launch with its customers by offering a special sweepstakes. Between March 23, 2016 and April 20, 2016, all users of KLM’s Messenger service have a chance to win two KLM roundtrip tickets to a destination of their choice. Customers are automatically entered into the contest as soon as they have received a booking confirmation, check-in notification, boarding pass or flight status update via Messenger.

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Seth Miller

I'm Seth, also known as the Wandering Aramean. I was bit by the travel bug 30 years ago and there's no sign of a cure. I fly ~200,000 miles annually; these are my stories. You can connect with me on Twitter, Facebook, LinkedIn and .
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