Dutch Royal Company KLM is the first airline to introduce a system that allows passengers to perform pay via Facebook and Twitter. They can reserve their ticket, change it, reserve their seat in the plane or opt for extra luggage, paying for all this through the mentioned social networks.
Until now, customers who applied for tickets through Social Media could only pay for selected airline tickets over the phone. Through the new method introduced by KLM, contact with passengers is made exclusively through the social media channel they have used (Facebook, Twitter).
How does it work?
KLM, through its Global Facebook Page (https://www.facebook.com/KLM), sends a customer link via a private message on Facebook or Twitter. Then, he can choose his payment method to complete the transaction. The responsible Social Media KLM agent receives a message informing that the payment has been made and the client receives a payment confirmation.
KLM Social Media
KLM offers 24 hours of support, 7 days in 7, in 10 languages, on Twitter and Facebook, with this service expanding and including Google+.
The 130 KLM Social Media Agents answer about 35 000 questions on Facebook and Twitter every week. The number of fans on the KLM Facebook page exceeds 5 million, making KLM the largest airline in the world.
Also, KLM also has a service that displays the response time on Facebook, KLM.com and Twitter, and the response time to requests is maximum one hour.