KLM Customer Service Lands in Facebook Messenger

Alex Spencer

KLM Facebook MessengerDutch airline KLM has integrated with Facebook Messenger to bring its post-booking process into the messaging app.

Passengers can receive confirmation of booking and check-in, access their boarding pass and flight status updates, and contact social media service agents all within the app.

The feature is beginning its rollout immediately, with global availability expected 'in the coming days and weeks', and will be available to any customers who access their booking via KLM.com through a browser that has been used to log into Messenger in the previous 90 days.

“Our customers feel comfortable sharing info with us via a more personal platform like Messenger,” said KLM president & CEO Pieter Elbers. “Last year, we activated the Messenger button on our Facebook Page, allowing customers to contact KLM even more directly via private messaging. Cases increased by 40%, which shows customers appreciate this form of communication.”

The launch is an extension of the Messenger for Business program launched by Facebook last August as part of its strategy to begin monetising the messaging service.

Reports suggest that, in future, Messenger will serve up ads but only to users who have previously initiated a chat with the business being advertised. With that in mind, it's important for Facebook to get brands on board and giving users a reason to engage with potential advertisers.