KLM - KLM and Facebook Messenger

KLM - KLM and Facebook Messenger

KLM has become the first airline in the world to offer customers booking, check-in confirmation, electronic boarding passes and flight status updates via Facebook Messenger.

Customers can opt-in on the Messenger service when making their original bookings on KLM.com.

This is an extension of KLM having used Messenger as a customer services tool in 2015. According to KLM President and CEO Pieter Elbers,

Last year, we activated the Messenger button on our Facebook Page, allowing customers to contact KLM even more directly. Cases increased by 40%, which shows customers appreciate this form of communication. We believe we should be where our customers are, and therefore Messenger and KLM are a good fit.

Posting to his timeline on Facebook , David Marcus, Vice President of Facebook Messaging Products, said of the development:

This is one that I’ve been personally eager to solve for a while. Removing stress, and complication from air travel...Goodbye forgetting the combination of your frequent flyer alphanumerical number and password to obtain your boarding pass, and holding for a long time on the phone to change flights.

The airline released a video series on YouTube which clearly explains the process to customers, and also promoted the launch of the service with a ticket contest.

The innovation got a lot of media attention, including in the tech sector, with coverage in The Verge , Venturebeat , Engadget and The Next Web; as well reports on Fortune and Forbes.