we launched six initiatives that improve ease of travel through the airport and create a memorable experience. A handcrafted installation, visualizing passengers on their way to catch a flight, elegantly highlights each of the initiatives. Our home base Amsterdam Airport Schiphol is currently the third busiest airport in Europe and continues to grow each year. Out of over 60 million passengers, 70% choose to fly KLM and its partners. However, with the airport getting busier each year, this requires investing every day in our passengers, providing innovative, high quality and personal services on the ground to improve their ease of travel. We are currently investing over two million euros daily and will continue to do so by coming up with new services almost every single day.

Customers can contact KLM’s social media service agents 24/7 directly via Twitter and WeChat.

As of today, KLM Royal Dutch Airlines offers her customers around the world booking confirmation, check-in notification, boarding pass and flight status updates in 10 languages on Twitter and WeChat. This makes information easy to find in a single place, so it is available at the airport, en route or at home. Customers can also contact KLM’s social media service agents 24/7 directly via Twitter and WeChat.

The Air France-KLM group has an enviable reputation when it comes to using technology to enhance the customer experience. Its central role in the Spencer robot and Happy Flow single biometric token trials, its investment in the development of electronic bag tags and tracking devices, and its use of artificial intelligence to create automated customer service channels provide just a handful of examples of how both Air France and KLM have embraced innovation in recent years.

Michel Pozas Lucic, Air France-KLM’s Vice President Customer Innovation and Care, has been at the centre of many of these projects, and when FTE caught up with him this month, he explained that the group has more ambitious plans afoot as it strives to become “the leading airline in customer intimacy”. In order to achieve this goal, technology has a crucial role, but, as Pozas Lucic explained: “From research and practice, we know that the way we interact with our customers has the largest impact on how they experience their journey with us.”

Air France-KLM is currently investing heavily in its CRM (customer relationship management) system and in customer care and recovery as part of this strategy. Pozas Lucic explained that the goal is to ensure that front-line staff have an accurate real-time view of their customers, and on any servicing needs or commercial opportunities.

“The challenge for airlines with so many online and offline touchpoints is to gather all relevant customer data and make them instantly available,” he explained. Work is going on behind the scenes to ensure that all areas of the business, from the cabin to the contact centres to the ground staff, as well as all other departments, have an aligned and accurate view of exactly what is happening.

Providing an example of how this connected CRM system will soon benefit the passenger experience in practice, Pozas Lucic provided the following example of a connecting passenger who is flying Delhi-Amsterdam-Chicago. If they have pre-ordered a vegetarian meal and by mistake the meal is not on board, as things stand the crew member cannot create a new vegetarian meal on board, but offers you alternatives and apologies. If the problem lies within the booking details, chances are the passenger will not have a vegetarian meal ready for them on the next leg of the journey either.

“What we will be able to do soon is that the cabin crew will put a message in their device asking the ground staff to pick you up at the gate, take you to the airline lounge and offer you a vegetarian meal,” he explained. “A message, probably an automated message, will also be sent to adjust your booking details so that it doesn’t happen on the connecting flight and the return flight.” These capabilities should become reality before the end of 2017.

read more at : https://tinyurl.com/h3k98n7

I’m Spencer. I’m a robot that helps KLM transfer passengers at Schiphol. Man oh man! It is really busy at that airport. So it’s no surprise that some transfer passengers lose their way. Fortunately, I know the airport like the back of my stainless steel hand. I’ve spent quite a bit of time riding around to find out where everything is.

Spencer in a nutshell;
Offers help to transfer passengers.
Watches out for other passengers while doing its job.
Scans boarding pass info.
Calculates the distance and travel time to the gates.
Avoids large crowds.
Never loses track of its passengers.
Looks great in selfies

My operating system has learnt lots of new things, but I won’t bother you with that. It’s a pretty technical story and, well, I can’t even follow all of it myself.

A deep-dive session led by senior members of the Air France-KLM management team will tell the story of their seamless future airport vision, and how the airline is working to realise it. Following the presentations, the session will move into an interactive format between the panel and audience to tackle some of the bigger questions we are facing as an industry that need to be solved in the short-term to make sure we will deliver on our promises to the Customer.

Passenger Innovation Experience Programme

Read more : http://tinyurl.com/hchjxkx