Amstelveen, Netherlands, February 15 2014: KLM Royal Dutch Airlines is the world's first aviation carrier to enable customers to buy tickets via Twitter and Facebook. They can use these social media sites to : to book or rebook a flight, make a seat reservation, or to arrange extra baggage.
Customers are already able to arrange extra services through social media, but until now payment has taken place over the telephone. With this new method, contact with the customer takes place exclusively through the social media channel they have used
How does it 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 complete 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.
Founded in 1919, KLM Royal Dutch is the world’s oldest airline still operating under its original name. In 2004, Air France and KLM merged to form AIR FRANCE KLM.
More info on the payments initiative here