• Chidozie Uzoezie

KLM Steps Up Social Media Support on Twitter and WeChat

KLM has started offering her customers around the world booking confirmation, check-in notification, boarding pass and flight status updates in 10 languages on Twitter and WeChat.

The service makes information easy to find in a single place, and is available at the airport, en route or at home. Customers can also contact KLM’s social media service agents 24/7 directly via Twitter and WeChat.

The new service will be available to all KLM customers who book tickets or check in via and opt-in to receive information via Twitter or WeChat.

The roll out started on 6 June while the service will be more widely available over the coming weeks.

In 2016, KLM was the first airline worldwide to offer flight documents and information via Facebook Messenger. Now, it is first again on Twitter and first airline outside China offering flight info on WeChat.

KLM has over 2.2 million fans on Twitter and receives more than 25,000 mentions on a weekly basis. In September 2014, it started her WeChat account, offering passengers 24/7 service, brand content and commercial offers.

KLM has over 120,000 fans and receives over 6000 questions a week, which shows that Chinese customers appreciate this platform to communicate with KLM.

On Facebook, Messenger, Twitter, LinkedIn, WeChat and KakaoTalk KLM offers her customers a 24/7 one-stop-shop in 9 different languages including Dutch, English, German, Spanish, Portuguese, French, Chinese, Japanese and Korean. During office hours KLM also services in Italian.

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