KLM: Customer support through Social media
Nov 19, 2010, 11:28 am
#32
FlyerTalk Evangelist
Join Date: Oct 2000
Posts: 14,352
Johan
Dec 12, 2010, 3:39 am
#33
Join Date: May 2010
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Small bump. KLM recently added this (tacky) video to their Youtube channel about the gifts to pax. Not impressed for example by the fact that a guy got a pack of dextro.
Was impressed by the fact that they booked an older lady in EC for free.
Was impressed by the fact that they booked an older lady in EC for free.
Dec 12, 2010, 7:15 am
#34
Join Date: Jun 2004
Location: Netherlands
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Not sure what to think of this to be very honest.
The cynic in me says: "you want to do a whole lot more good, then there are many other things that could be addressed".
The optimist in me says: "wow, that they actually assign manpower to do this is quite innovative and attentative".
The cynic in me says: "you want to do a whole lot more good, then there are many other things that could be addressed".
The optimist in me says: "wow, that they actually assign manpower to do this is quite innovative and attentative".
Dec 17, 2010, 5:49 pm
#35
Join Date: Oct 2002
Location: LAS
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I've long wondered, does KL management know of, and occasionally, read FT? (no, not the Financial Times.)
Given the sometimes caustic, but honest, feedback to KL policies and personnel that can be found here, one might assume that if they were remotely interested in having their service match their rhetoric (Flights of Inspiration, etc.) this would be a good place to learn what their customers really think.
As a Yank who visits the NL often (but not often enough in my book) and who frequently travels from the east coast of the US to Thailand via AMS so that I can fly KL (don't ask me why) I wonder why KL management seems to ignore the goldmine of consumer feedback that is available here.
Given the sometimes caustic, but honest, feedback to KL policies and personnel that can be found here, one might assume that if they were remotely interested in having their service match their rhetoric (Flights of Inspiration, etc.) this would be a good place to learn what their customers really think.
As a Yank who visits the NL often (but not often enough in my book) and who frequently travels from the east coast of the US to Thailand via AMS so that I can fly KL (don't ask me why) I wonder why KL management seems to ignore the goldmine of consumer feedback that is available here.
Dec 19, 2010, 7:06 am
#36
Join Date: Mar 2010
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Looks like at least one person behind KLM's social media 'task force' is revealed. With the bad weather conditions accros Europe, the latest status message on KLM facebook says to directly message Amber G (her full name is mentioned) as "Our Facebookaccount does not allow us to send DM's anymore and we have limited possibility to post on the wall. We will confirm your rebooking via e-mail"
Dec 19, 2010, 9:50 am
#37
Moderator: Aegean Miles+Bonus
Join Date: Oct 2009
Location: AMS / ATH
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They have real bad luck with that; seems Twitter is limiting the amount of DM's they can send to people for rebooking. I'm not quite sure who is to blame - KL should perhaps have informed Twitter of the volume of DM's and have the limit lifted? Anyway...its a pretty ad thing that now when its needed the most...it doesnt work.
Dec 19, 2010, 3:21 pm
#38
Moderator: Flying Blue (Air France & KLM)
Join Date: Dec 2004
Location: Rotterdam, NL
Programs: Flying Blue (AF/KL)
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Looks like at least one person behind KLM's social media 'task force' is revealed. With the bad weather conditions accros Europe, the latest status message on KLM facebook says to directly message Amber G (her full name is mentioned) as "Our Facebookaccount does not allow us to send DM's anymore and we have limited possibility to post on the wall. We will confirm your rebooking via e-mail"
Dec 20, 2010, 1:42 am
#40
Moderator: Flying Blue (Air France & KLM)
Join Date: Dec 2004
Location: Rotterdam, NL
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Posts: 4,711
I am not too familiar with Twitter.