Facebook and KLM airlines have announced a partnership that will allow KLM customers to receive flight confirmations, boarding cards, reminders, flight status updates, and customer service directly through the Facebook Messenger app.
KLM is one of the world’s biggest airlines, and this isn’t the first time it has dabbled with social networks. Back in 2014, the company launched a new service that let people pay through Facebook and Twitter. But bringing Messenger front and center could represent a major shift, not only for KLM, but in the way companies communicate with customers.
“This is a new day for all of us global travelers, and KLM is paving the way,” wrote Marcus (Vice President of Messaging Products at Facebook) in a clear indication – or invitation – that more airlines should follow suit.
The collaboration is the newest example of Facebook’s focus on ways to strengthen its business-to-consumer interface. It was revealed last month that the social media giant will be including ads in Messenger, and also enabling businesses to directly communicate with users who previously made contact with them.
“The new Messenger service is a perfect addition to KLM’s social strategy,” wrote KLM CEO Pieter Elbers in a statement. “Last year, we activated the Messenger button on our Facebook Page, allowing customers to contact KLM even more directly via private messaging. Cases increased by 40%, which shows customers appreciate this form of communication. We are now taking our service to customers a step further, offering them the option of receiving all relevant flight documents and information in a single Messenger overview.”
With some 800 million users across the globe, Facebook’s Messenger app is becoming the platform’s strongest social innovator. In addition to texting oversized thumbs-up signs and making video calls, users can now book an Uber/Lyft ride, send and receive money, and spice up their conversations with a variety of outside apps such as JibJab and Meme Blast.