Here’s another first for airlines: KLM Royal Dutch Airlines is now allowing customers to book flights and pay via social media.
A customer on Facebook or Twitter can now book or rebook a flight, reserve a seat, arrange extra baggage, and pay through the social networking platform. There’s no need to call or visit a separate website to make a payment; all contact with the customer can take place “exclusively” through the social media channel they choose. KLM believes this will lead to better, more convenient service, all in one place.
Here’s how it works:
- KLM sends a link to the customer in a private message on Facebook or Twitter
- customers select their preferred method of payment and complete the transaction
- KLM receives a message to say that payment has been received
- the customer receives payment confirmation
Why did KLM decide to take this route? Customers requested it — KLM’s 130 social media agents answer around 35,000 queries on Facebook and Twitter every week.
KLM has the largest Facebook following of any airline (over 5.1 million fans) and 804,000 followers on Twitter (@KLM). The airline has long been at the forefront of social media integration, including displaying their social media customer service response time on Twitter, and launching a ‘social seating’ service called Meet & Seat.
Booking through social media is not a new concept – Loews Hotels & Resorts allow customers to book via Twitter – but KLM is the first to allow the entire process to happen via a social network, payment included. Will this initiative be successful for the airline?