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

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.”