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KLM claims airline first with WhatsApp Business Platform

KLM

KLM Royal Dutch Airlines has announced that it is the first airline, and one of the first companies around the world, to join the WhatsApp Business platform.

The airline will now offer customers booking confirmation, check-in notification, boarding passes, flight status updates on the WhatsApp messaging service, and answer customer questions around the world in 10 different languages.

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The new service is part of a pilot program by WhatsApps to extend its reach beyond personal messaging and into business applications. WhatsApp has created a dedicated enterprise solution which is being rolled out in a limited number of countries with broader availability in the coming weeks.

KLM president & CEO Pieter Elbers says of the new service:

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“I am very proud that KLM is the world’s first airline with a verified WhatsApp account. This unique partnership with WhatsApp underlines our position as an aviation pioneer.

“We want to be where our customers are and, given the 1 billion users, you have to be on WhatsApp. With an account verified by WhatsApp, we offer our customers worldwide a reliable way to receive their flight information and ask questions 24/7. This truly is a major next step in our social media strategy.”

KLM has been consistently adding platforms and discovering new digital platforms on which to connect and transact business with customers over the past few years.

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Beyond offering customer services on Twitter, Facebook and LinkedIn, the airline has also added Facebook Messenger service, WeChat services, recently adding WeChat Pay, and is also active on Korea’s KakaoTalk.

The airline maintains a staff of 250 dedicated agents on its social media team who process over 100,000 weekly mentions, about 15,000 of which are questions or comments.

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Still, KLM has experimented with AI to boost the performance of human service agents, working with DigitalGenius in San Francisco to accelerate the responsiveness of its CRM tools, making it easier for agents to find the information customers need.

KLM director of social media Karlijn Vogel-Meijer explains that the addition of the WhatsApp platform is just another way for customers to reach the airline, in line with a strategy by KLM to be everywhere customers might be already, rather than forcing customers into one specific platform or another.

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“For a company like KLM, it’s very important to be where your customers are.”

What WhatsApp brings to the table are numbers. The airline finds the statistics of international adoption warrant adding the new platform. For example, in Brazil, 85% of all citizens actively use WhatsApp.

It is also a significantly more popular messaging platform in the Netherlands than Facebook Messenger. In the US market, Messenger is predominant. In Asia, and particularly in China, KLM customers prefer WeChat. By adapting its CRM to all of these platforms, the airline can better serve all customers, Vogel-Meijer explains.

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He is an aviation journalist and the founder of Jetline Marvel. Dawal gained a comprehensive understanding of the commercial aviation industry.  He has worked in a range of roles for more than 9 years in the aviation and aerospace industry. He has written more than 1700 articles in the aerospace industry. When he was 19 years old, he received a national award for his general innovations and holds the patent. He completed two postgraduate degrees simultaneously, one in Aerospace and the other in Management. Additionally, he authored nearly six textbooks on aviation and aerospace tailored for students in various educational institutions. jetlinem4(at)gmail.com

Aviation

Air India’s B747 Makes Its Final Journey, Waving Farewell to Fans

Air India's B747 Makes Its Final Journey, Waving Farewell to Fans

In a poignant moment marking the end of an era in aviation history, Air India’s iconic Boeing 747 aircraft, affectionately known as the ‘Queen of the Skies,’ embarked on its ultimate journey from Mumbai’s international airport.

The departure, bound for Plainfield, USA, where it will undergo dismantling and part-stripping under the ownership of American AerSale, signals the closure of a storied chapter for the airline.

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Once revered for transporting dignitaries ranging from prime ministers to presidents, the Boeing 747 has etched itself into aviation lore. Yet, as airlines worldwide pivot towards more contemporary and cost-effective aircraft, Air India’s decision to bid farewell to its remaining Boeing 747s reflects the pragmatic realities of today’s aviation landscape.

The sale of these majestic planes to AerSale represents a strategic move by Tata Group, Air India’s new custodian, towards optimizing operational efficiency and embracing modern industry standards. Out of the four aircraft sold, two will be repurposed into freighters, while the remaining pair will be meticulously disassembled to salvage valuable components.

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The final flight from Mumbai witnessed a touching tribute as pilots performed a traditional ‘Wing Wave,’ symbolizing the conclusion of the Boeing 747‘s distinguished service with Air India. This poignant gesture encapsulates the deep sentiment attached to the aircraft’s departure and its significant contribution to the airline’s legacy.

As the Boeing 747 embarks on its journey to Plainfield, USA, nostalgia permeates the air, evoking memories of its maiden flight on March 22, 1971. Over five decades, Air India operated a total of 25 Boeing 747s, each leaving an indelible mark on the annals of aviation history.

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Middle East

British Airways Resumes Daily Flights to Abu Dhabi, After 4-Year hiatus

British Airways Resumes Daily Flights to Abu Dhabi, After 4-Year hiatus
Photo: Wikipedia

British Airways made its way back to Abu Dhabi, landing at Zayed International Airport. Following a four-year break in service, both crew and passengers were greeted with enthusiasm.

In the summer of 2024, British Airways plans to launch a daily route, utilising a Boeing 787-9, from London Heathrow to Abu Dhabi. The new route enhances ties between the UAE and the UK and expands  vast worldwide network, catering to passengers who may be visiting friends and family or travelling for business.

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Arriving in Abu Dhabi at 08.30+1, flight BA073 to Abu Dhabi leaves London Heathrow at 22.25. Departing at 10.10 and landing at London Heathrow at 15.20 is the inbound flight (BA072).

The chief executive officer and managing director of Abu Dhabi Airports, Elena Sorlini, stated: “We are delighted to welcome British Airways to Zayed International Airport. Their daily schedule is expected to improve connectivity and stimulate travel and business.” Visitors may experience the dynamic capital of the United Arab Emirates like never before at our brand-new, award-winning, state-of-the-art terminal, where they will be welcomed with the best kind of Emirati hospitality.”

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Flight schedule:

London Heathrow (LHR) to Zayed International (AUH)All times are local
 
SeasonFlight numberDeparting LHRArriving AUHFlight numberDeparting AUHArriving LHR
Summer ‘24BA7322:2508:30+1BA7210:1015:20
Winter ‘24BA7322:2509:30+1BA7211:1015:20

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Aviation

FAA investigation: Passenger seated in Captain’s seat inside cockpit at cruising altitude

FAA investigation: Passenger seated in Captain's seat inside cockpit at cruising altitude

A viral video capturing a startling moment aboard a United Airlines charter flight from Denver to Toronto has triggered a federal investigation.

The footage, initially shared on social media by Hensley Meulens, the hitting coach for the Colorado Rockies baseball team, depicts a member of the coaching staff seated in one of the pilot seats while the aircraft was in mid-flight.

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In his caption, Meulens expressed gratitude to the captain and first officer for allowing him this unusual experience. The video, filmed by another passenger, reveals the cockpit door open, and at one point, a third passenger briefly enters the flight deck. Alarmingly, during this time, the captain was absent from the cockpit.

Despite the flight being a private charter operated by United Airlines, company and Federal Aviation Administration (FAA) regulations strictly prohibit passengers from entering the cockpit during flight or leaving the flight deck unsecured.

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United Airlines swiftly responded, expressing deep concern over the incident. A spokesperson emphasized that the video depicted an unauthorized person in the flight deck at cruising altitude with the autopilot engaged, constituting a clear violation of safety and operational policies.

The FAA confirmed that it is actively investigating the incident, highlighting that unauthorized access to the flight deck during flight is a violation of federal regulations. The agency assured that it is taking the matter seriously and will conduct a thorough examination to ensure compliance with aviation safety standards.

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