13th Sep 2017
KLM is set to become the first airline to offer customers the chance to have booking confirmations, check-in notifications, boarding passes and flight status updates sent through social messaging platform WhatsApp.
The Dutch airline says that WhatsApp’s “enterprise solution” makes it possible for them to “connect with their customers in a fast and personal way”.
The 24 hour-a-day service offers secure, efficient and personalised customer interaction between the airline and the consumer, with no third party interference.
Discussing the new offering, KLM President and CEO Pieter Elbers said: “We want to be where our customers are and, given the 1 billion users, you have to be on WhatsApp.
“With an account verified by WhatsApp, we offer our customers worldwide a reliable way to receive their flight information and ask questions 24/7. This truly is a major next step in our social media strategy.”
In a separate blogpost, KLM also sought to reassure customers of the security of the platform, stating: “All messages on WhatsApp are end-to-end encrypted. WhatsApp has created a business application that makes it possible for KLM to connect to you, using the same end-to-end encryption as used in WhatsApp.
“Messages are secured so that only you and KLM can read them, and nobody in between, not even WhatsApp.”
According to the latest UK Customer Satisfaction Index from The Institute of Customer Service, the transport sector experiences some of the highest interaction with customers via social media.
And while the industry continues to score below average in the UK for overall customer satisfaction, there have been improvements: The report states that “compared to July 2016, customers are slightly more satisfied this year with staff attitude and understanding, and doing what they said they would, in the context of complaint handling; and with organisations’ speed of response by text, social media and web chat”.