media platforms that are most popular among its customers. By replying in Chinese, KLM can offer its customers even better service”. Martijn van der Zee, Senior Vice President E-Commerce AIR FRANCE KLM The new service is available 24 hours a day, seven days a week via social media, assisting customers with queries ranging from seat selection and ticket rebooking to reservation cancellations and excess baggage.
KLM will do its utmost to reply to all queries within an hour and to come up with a solution within 24 hours. KLM has opted for Sina Weibo and WeChat because these are very popular social media channels in China.
With this new addition, KLM now offers its social media service in eleven languages: Dutch, English, German, Spanish, Portuguese, Italian, French, Norwegian, Russian, Japanese and Chinese. To better serve ever more passengers, KLM intends to expand its range of languages in the coming period.
