Just weeks after KLM’s Lost & Found beagle video went viral, the airline’s making headlines again. Earlier this week they set up a ‘newsroom’ in Amsterdam’s Schiphol Airport, offering 24/7 travel advice via Twitter for 5 days only – until Fri 17 Oct.
Designed to put KLM’s customer service at the forefront of customers’ (and potential customers’) minds, a team of advisors 250 strong have been working in shifts since Monday to respond in real-time to questions being asked by travellers all over the world.
During the week, they’ve been sending out personalised advice accompanied by the Twitter campaign hashtag #happytohelp and have even gone to far as to –
- organise personalised PJs for one plane passenger
- send out a laptop charger for another (who left theirs on board)
- provide a very special wake up call for one lucky traveller
All this, regardless of whether they were actually intending to fly KLM. If they weren’t, they might want to consider it next time! How are you using social media for customer service…?