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KLM Takes Next Strategic Social Media Step With Flight Info On Twitter And Wechat

June 8, 2017 Aviation No Comments Email Email

Starting today, KLM Royal Dutch Airlines is offering customers around the world booking confirmations, check-in notifications, boarding passes and flight status updates in 10 languages on Twitter and WeChat. This new service makes information easy to find in a single place, whether travelers are at the airport, en route or at home. Customers can also contact KLM’s social media service agents 24/7 directly via Twitter and WeChat.

The new service will be available to all KLM customers who book tickets or check in via KLM.com and opt-in to receive information via Twitter or WeChat. While the roll out starts today, service will become more widely available in the coming weeks. In 2016, KLM became the first airline worldwide to offer flight documents and information via Facebook Messenger. Today, KLM is the first again on Twitter and the first airline outside of China offering flight information on WeChat.

‘’After Messenger, offering KLM flight information on Twitter and WeChat is a perfect addition to KLM’s social media strategy,” said Pieter Elbers, KLM President & CEO. “We believe that we should be where our customers are. KLM now takes social media service to the next level, offering customers the choice of their own favorite channel, and by doing so, we continue to be an aviation pioneer.’’

KLM on Twitter and WeChat

KLM has over 2.2 million followers on Twitter and receives more than 25,000 mentions on a weekly basis. In September 2014, KLM created a WeChat account, offering passengers 24/7 service, branded content and commercial offers. WeChat is the no. 1 social media platform in Mainland China with 938 million monthly active users. KLM has over 120,000 followers, and receives over 6000 questions a week.

KLM on Facebook Messenger

Last year, KLM introduced flight information services via Messenger, now providing more than 1.4 million customers with their flight documents and updates. Approximately 10 percent of all online KLM bookings are confirmed via this channel, and 15 percent of all online KLM boarding passes are sent via Messenger.

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