Effective Monday 28th July 2014, KLM Royal Dutch Airlines will offer 24/7 customer service via LinkedIn. Passengers with general and flight-related queries on topics such as seat reservations, rebooking a ticket or making arrangements for extra baggage are now able to contact the KLM team directly on LinkedIn. KLM is the first airline in the world to offer customer services on the business-focussed social media platform.
Martijn van der Zee, Senior Vice President E-Commerce, Air France-KLM, said: “After Facebook, Twitter and VKontakte, offering customer services through LinkedIn falls in line with KLM’s strategy to be where our customers are. LinkedIn attracts business people worldwide, many of whom regularly travel by air, which makes it the ideal platform for KLM.”
In addition to career opportunities, more than 70,000 followers on LinkedIn currently already benefit from KLM’s business-focussed blogs and posts and extensive product information.
KLM has more than 10 million fans and followers on social media – more than six million on Facebook, and crossed the one million follower mark on Twitter last month. 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. Customers can contact KLM in one of 10 different languages: Dutch, English, German, Spanish, Portuguese, Italian, French, Norwegian, Russian and Japanese.