Originally Posted by
RCyyz
+1
I think it's brilliant. What a wonderful and happy surprise to be treated that well by an airline. It shows that a small thing can make a good impression.
Good job KLM! ^
It's very good -- but the people being happy is only a small part. (Look at how much effort went into every single gift!) The point is in the closing seconds: more than 1M views on twitter feed alone. Choose customers active in social media, make them happy, and many, many more people will hear about their happy experiences. It's the power of word of mouth to the nth degree.