KLM with Facebook Messenger Service
KLM Royal Dutch Airlines is the first airline company to work with the Facebook Messenger service. Flight information such as connections, booking confirmations, check-in reminders and flight news are now delivered to customers in Facebook Messenger. Customers have the opportunity to send queries about their booking directly through Facebook Messenger as well. KLM Airlines uses the instant messenger’s vast reach to stay in touch with customers and keep them supplied them with important information about their journey. More companies in other industries could offer a similar service in the future. The pilot project clearly highlights the evolution of Facebook Messenger into a B2C platform.