In a few years, the social media have become a key online platform for providing a rapid, effective response to questions from customers. The Group is investing massively, particularly in Facebook and Twitter, where it numbers some 19 million fans and 2.6 million followers. The four Air France, KLM Royal Dutch Airlines, HOP! and Transavia brands respond to all customer queries about their journeys. In 2014, no fewer than 1.2 million messages were sent by the Group’s dedicated teams.
Air France and KLM Royal Dutch Airlines respond to their customers 24/7 across the world in 14 lan- guages, and notably in Chinese via the Sina Weibo and WeChat platforms. A doubt about your baggage allowance? Want to change your seat number? The aim is to handle every request within the hour and find a solution in under 24 hours.
On the social media, the most frequent questions relate to the loss of a personal item during the journey. To meet this strong demand, since September 2014 KLM Royal Dutch Airlines has offered a new service dubbed “Lost&Found”. Customers are invited to contact the company on Facebook or Twitter to report the loss of an article in one of its aircraft or at Amsterdam-Schiphol airport, and the dedicated Lost&Found teams will then do their utmost to locate and return it!