Last Updated on June 22, 2020 by Iris Sinilong
Recently, Dutch airline KLM introduced a feature that allows customers to pay for tickets, re-book flights, make seat reservations, and arrange extra baggage using Facebook and Twitter.
The process is simple. After a request is made, KLM sends a private message to the flyer on Facebook or Twitter and provides them with a link to select their preferred method of payment. All transactions are processed via private messaging. Once the payment goes through, one of 130 dedicated social media agents send out a confirmation message to the flyer.
Interestingly, this is not the first time KLM airline made use of social media to enhance consumer experience. In 2012, they launched the “Meet and Sit” programme which allowed passengers to connect with their neighbours or other passenger using LinkedIn.
What do you think? Does this sound like the future of travel?