Customers can use these social media channels 24/7 to put all kinds of travel related questions to KLM. For instance, to select a seat, rebook a ticket, cancel a reservation or make an extra baggage reservation. KLM aims to respond to all customer questions within one hour and provide solutions within 24 hours.
Martijn van der Zee, SVP E-commerce AIR FRANCE KLM: ‘Our strategy is to rapidly expand the number of languages in which we offer our services through social media. The addition of Portuguese was a logical step, because social media has developed strongly in Portugal and, especially, in Brazil. But it won’t stop there. We will be further increasing the number of languages in the near future.’
KLM now provides its social media service in six languages. Customers can put their questions to KLM on Facebook and Twitter in English, Dutch, Spanish, German, Japanese and now Portuguese.