KLM First to Offer 24/7 Service via LinkedIn

KLM debuts new social media-oriented customer service program By: Mindy Poder
KLM Royal Dutch Airlines offers new social media service. // © 2014 KLM
KLM Royal Dutch Airlines offers new social media service. // © 2014 KLM

What:
Clients flying with KLM Royal Dutch Airlines can query the airline on LinkedIn regarding seat reservations, rebooking a ticket or making arrangements for baggage. The airline claims to be the first to offer this kind of service on the business-oriented social media platform.

Why It Matters:
Twitter has so far reigned as the social media platform of favor for passenger complaints — and many companies have adapted resources to respond to tweets in real time. Bringing this service to LinkedIn is a move to target a specific audience and a reminder that each social media platform is unique, allowing companies (and travel agents) to tap into different communities and conversations. 

Fast Facts:
- KLM has more than 1 million followers of Twitter and 10 million fans and followers on social media in general.

- KLM receives more than 35,000 mentions a week on social media, around 4,500 of which are queries, which are handled by 130 service agents, who are available 24/7.

- KLM also posts business-oriented blog posts and provides product information on its LinkedIn page

What They Are Saying:
“After Facebook, Twitter and VKontakte, adding service via LinkedIn is in line with KLM’s strategy to be where our customers are,” said Martijn van der Zee, senior vice president E-Commerce Air France KLM. “LinkedIn attracts business people worldwide, many of whom regularly travel by air. This makes it an interesting platform for KLM.”

Adventure Travel JDS Africa Middle East JDS Destinations
>