AMSTERDAM | As first airline in the world KLM Royal Dutch Airlines has developed a method of payment which enables customers to pay via social media. Customers using Facebook or Twitter to book or rebook a flight, make a seat reservation, or to arrange extra baggage, can now pay through these channels.
Pay Online Using Social Media
Customers are already able to arrange extra services through social media, but until now payment has taken place over the telephone. Customers have regularly indicated that they would like to pay online through our social media channels. With this new method, contact with the customer takes place exclusively through the social media channel they have used. This enables KLM to provide an even better, more convenient service.
How does a 'Social Media Payment' work?
KLM sends a link to the customer in a private message on Facebook or Twitter. The customer can then select their preferred method of payment and completes the transaction. The social media service agent at KLM then receives a message to say that payment has been received and the customer in turn receives confirmation of the payment. The 130 social media agents at KLM answer around 35,000 queries on Facebook and Twitter every week. Last week KLM welcomed its five-millionth Facebook fan, making KLM the airline with the most fans in the world.
KLM Royal Dutch Airlines was founded in 1919, making it the world’s oldest airline still operating under its original name. In 2004, Air France and KLM merged to form AIR FRANCE KLM. The merger produced the strongest European airline group based on two powerful brands and hubs – Amsterdam Airport Schiphol and Paris Charles de Gaulle. Retaining its own identity, the group focuses on three core businesses: passenger transport, cargo and aircraft maintenance. In the Netherlands, KLM comprises the core of the KLM Group, which further includes KLM Cityhopper, transavia.com and Martinair. KLM serves all its destinations using a modern fleet and employs over 33,000 people around the world. KLM is a leader in the airline industry, offering reliable operations and customer-oriented products resulting from its policy of enthusiasm and sustainable innovation.
Article sourced from KLM, February 12th, 2014