KLM Royal Dutch Airlines has expanded its social media customer service on Facebook to offer support 24 hours a day, seven days a week through its KLM U.S. page.
The airline began responding to travelers’ queries through its global Facebook page in 2009, and is now starting to roll out the service to other markets. This strategic move is part of KLM's social media strategy, which focuses on building stronger relationships with its customers and being fully reachable at all times.
In addition to existing customer service channels like the call center and through e-mail, customers can now use KLM’s Facebook page to ask general and flight related queries on topics such as seat reservations, rebooking tickets, or making arrangements for extra baggage.
Along with Facebook, KLM customers can also reach out to KLM’s client support through other social platforms including Twitter and LinkedIn. Travelers who engage over the social media platforms can expect an answer to their inquiries within one hour. Travelers can also find KLM on Instagram, YouTube, Google+, Pinterest, Vine, and the KLM blog.
KLM Worldwide has more than 18 million fans and followers on social media, of which 14 million are on Facebook; the U.S. page has over 140,000 fans. The airline receives more than 60,000 mentions per week on social media and approximately 7,000 queries. The KLM customer support team, composed of 150 service agents, personally reply to travelers inquires through the social media platforms. Customers can contact KLM 24/7 in 14 languages: Chinese, Dutch, English, French, German, Italian, Korean, Japanese, Norwegian, Portuguese, Russian, Spanish, Thai and Turkish.