Digital Transformation

KLM is first airline out the gates with Whatsapp Business presence

By John Glenday | Reporter

September 6, 2017 | 3 min read

KLM Royal Dutch Airlines has become the first airline out the gates with a presence on Whatsapp Business, a dedicated channel in which companies can reach out to their customers.

The airline will make use of the service to push a range of services directly to the phones of passengers including booking confirmation, check-in notification, boarding passes and flight status updates. A customer service team will also be on hand to answer customer queries in 10 different languages.

KLM president & CEO Pieter Elbers remarked: “I am very proud that KLM is the world’s first airline with a verified WhatsApp account. This unique partnership with WhatsApp underlines our position as an aviation pioneer.

KLM

KLM is first airline out the gates with Whatsapp Business presence

“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.”

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WhatsApp is keen to branch out from personal communications by embracing the corporate world, prompting it to create a pilot enterprise program in which businesses are invited to join the fold across selected countries over the coming weeks.

KLM has been an enthusiastic proponent of social media, offering customer services on Twitter, Facebook and LinkedIn, as well as harnessing Messenger and WeChat services.

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