Tag Archives: KLM Royal Dutch Airlines

Air France-KLM deny reports they have made an offer to take over Alitalia

Air France and KLM Royal Dutch Airlines today (January 13, 2018) issued this following statement:

The Air France-KLM group would like to confirm that it has taken no part in the process launched by the Italian authorities to take over Alitalia.

As such, the group has not had access to any confidential information.

Air France-KLM denies having made an offer to take over Alitalia.

Photo: Air France-KLM.


KLM cabin crew strike called off on Monday

2nd 787, delivered December 9, 2015, named "Carnation"

KLM Royal Dutch Airlines has issued this statement:

KLM is pleased that FNV Cabin Crew has decided to suspend the intended industrial action on Monday,  January 8, 2018 and to present the agreement in principle reached last Friday with the VNC trade union for cabin crew to its membership base.

Flight operations on Monday will be carried out in line with the regular schedule, which is good news for our KLM customers.

In KLM’s opinion, the proposal is balanced, offering advantages for everyone while at the same time requiring everyone to contribute. KLM expects this to conclude the long period of uncertainty for its cabin crew members and for KLM.

Copyright Photo: KLM Royal Dutch Airlines Boeing 787-9 Dreamliner PH-BHA (msn 36113) AMS (Ton Jochems). Image: 930845.

KLM and VNC reach an agreement in principle on a new contract

KLM Royal Dutch Airlines Boeing 747-406 PH-BFT (msn 28459) LAX (Michael B. Ing). Image: 931791.

KLM and the VNC trade union for cabin crew negotiated an agreement in principle on Friday January 5, 2018, for a new collective labour agreement valid until June 1, 2019. This is an important step in the negotiation of a new collective labor agreement for KLM cabin crew.

KLM is pleased to have reached an agreememt in priciple with the largest Cabin trade union the VNC on the details of the new collective labor agreement (CLA). Together, KLM and the VNC worked hard to arrive at a balanced package. The VNC will now present the agreement in principle with a positive advise to its council of members. Around 70% of KLM cabin crew are members of the VNC.

FNV Cabine

KLM has also shared the results of negotiations with the FNV Cabine trade union for cabin crew. KLM has urged FNV Cabine to call off the strike scheduled for coming Monday, allowing them to share the negotiated agreements with its members, so that FNV Cabine and the VNC can jointly formalise a collective labor agreement with KLM.

Copyright Photo: KLM Royal Dutch Airlines Boeing 747-406 PH-BFT (msn 28459) LAX (Michael B. Ing). Image: 931791.

KLM cancels 96 return flights today due to a westerly storm

KLM Royal Dutch Airlines Boeing 737-8K2 WL PH-BCD (msn 42149) LHR (Keith Burton). Image: 931976.

KLM Royal Dutch Airlines issued this statement today:

Due to the westerly storm sweeping across the Netherlands today, KLM has been compelled to cancel a total of 96 return flights on January 3, 2018. Passengers on these flights are currently being informed and rebooked. Runway capacity is very limited at Amsterdam Airport Schiphol today. Passengers could therefore face delays during the day. We urge our passengers to keep a close eye on KLM.com for the latest updates on departure and arrival times.

Europe Weather Map from metvuw.com:


Copyright Photo: KLM Royal Dutch Airlines Boeing 737-8K2 WL PH-BCD (msn 42149) LHR (Keith Burton). Image: 931976.

KLM aircraft slide show:

KLM launches its new World Business Class cabin in Airbus A330-300 PH-AKA

KLM Royal Dutch Airlines’ first Airbus A330-300 to be fitted with the new World Business Class cabin interior made its first flight over the weekend to Havana (KL723). The cabin refit for the remaining 20% of KLM’s fleet will be completed by the end of 2018. In addition to the new design, there will be full-flat seats and a new inflight entertainment system for all World Business Class passengers to enjoy.

The first A330-300 to be fitted with the new World Business Class cabin is registration number PH-AKA (below).

KLM Royal Dutch Airlines Airbus A330-303 PH-AKA (msn 1287) IAD (Brian McDonough). Image: 908520.

Above Copyright Photo: KLM Royal Dutch Airlines Airbus A330-303 PH-AKA (msn 1287) IAD (Brian McDonough). Image: 908520.

Refits complete in 2018

The refurbishment of the business class cabins in the remaining four A330-300s has already commenced; the last is expected to be completed in July 2018. KLM’s eight A330-200s will follow. Their refits are expected to be completed in October 2018.

The World Business Class interiors of all the Boeings 747,777-200 and 777-300 have already undergone this transformation. KLM’s Boeing 787 Dreamliners already have the new-style World Business Class cabins.

New World Business Class

Renowned Dutch designer, Hella Jongerius, designed the new seats and cabin interior. In addition, KLM’s new World Business Class also contains:

  • Full-flat seats: 180 degrees reclinable and 206 cm long
  • In-seat power and improved privacy
  • Brand-new personal entertainment system with an 18” screen, HD quality films and a touchscreen navigation menu in 12 languages

Photos: KLM.






KLM’s next step using artificial intelligence on social media

KLM issued this report:

KLM Royal Dutch Airlines is taking the next step in using artificial intelligence (AI) within its social media service. KLM worked with AI frontrunner, DigitalGenius, to add automated answers to general repetitive questions from customers without the intervention of a human service agent. This gives KLM agents more time to focus on questions in conversations with customers that require a human approach. KLM is the first airline to offer a combination of human agents and artificial intelligence in a single conversation on Twitter, Messenger and WhatsApp.

KLM receives over 130.000 mentions via social media per week. This number has grown since the introduction of WhatsApp as a service channel. A dedicated team of 250 social media service agents personally engages in 30,000 conversations each week. On average, conversations consist of five or six questions and answers between KLM and its customers. Questions that can be answered automatically with the use of artificial intelligence usually come at the beginning of the conversation.

AI system gets smarter over time

KLM has been using AI provided by DigitalGenius, which now supports over 50% of all inquiries, for a year and-a-half. When agents need to answer questions, AI provides them with a possible answer. The AI system learns from the service agent’s actions and gets smarter over time. Until now, the agents had to decide if the proposed answer suits the question, adjust the answer if necessary and send it to the appropriate social media channel. With the high volumes of customer questions that the AI system has handled, KLM is now able to automate the answers to the most common questions on any subject without the interference of a human service agent. With the help of this next step in social media, KLM service agents have more time to focus on questions that require a human approach.

By using artificial intelligence, KLM makes conversations with our customers even more timely, correct, and personal. This is what characterises KLM. Heavy snowfall in the Netherlands last week, caused a significant increase of the number of questions on social media. Passengers obviously expect a timely answer. With the use of AI we support our service agents with technology and should be able to answer many more questions in a shorter period of time. This is exactly what the customer needs.

Pieter Groeneveld, Senior Vice President Digital, Air France-KLM

Once again, KLM has achieved an industry-first – the ability to provide hybrid “Human+AI” conversations to support their customers. They are a stellar example of a company that uses technology to unlock human time and potential – all in service of their respected brand and their customers.

Mikhail Naumov, Co-founder & President DigitalGenius

About KLM and Social Media

Since 2009, KLM has gained a reputation as pioneer in the field of social media services and campaigns. KLM has over 25 million fans and followers on various social media platforms. Through these channels, KLM receives over 130,000 mentions every week, 30,000 of which are questions or remarks. These are personally answered by more than 250 service agents, who form the world’s largest, dedicated social media team. On WhatsApp, Facebook, Messenger, Twitter, WeChat and KakaoTalk, KLM offers her customers 24/7 service in nine different languages: Dutch, English, German, Spanish, Portuguese, French, Chinese, Japanese and Korean. During office hours, 7 days per week, KLM also offers services in Italian. Recently KLM added BB, short for Blue Bot, to her servicing family, who can help you book a ticket on Messenger and pack your bag on Google Home. KLM was the world’s first airline to offer customers the option of receiving flight documents and status updates via WhatsApp, Messenger, and Twitter and the first Western airline on WeChat in China.

About DigitalGenius

DigitalGenius brings practical applications of deep learning and artificial intelligence into customer service operations of leading companies. Its Human+AI™ Customer Service Platform combines the best of human and machine intelligence enabling companies to deliver on increasing customer expectations. At its core are deep learning algorithms, which are trained on historical customer service data and integrated directly into the contact center’s existing software. Once enabled, the platform automates and increases the quality and efficiency of customer service & support conversations across text-based communication channels like email, chat, social media, SMS and mobile messaging.

KLM pilots will take their caps off

KLM made this announcement:

Pilots have worn caps since the earliest days of KLM’s existence. Over the years, the style and look of the cap has changed to suit the fashion of the day.

KLM no longer sees any added value in pilots wearing caps.  Besides, the aim is to give pilots a more modern and accessible appearance. Consequently, the pilot’s cap for women and men will no longer be worn at KLM and KLM Cityhopper from January 1, 2018.

Similarly, some other airlines and occupations have either done away with the cap, which traditionally formed part of the uniform, or they have come up with alternatives.

Caps donation to ‘Stichting Hoogvliegers’

Pilots may keep their caps or donates them to ‘Stichting Hoogvliegers’. KLM worked for many years with this foundation, which offers children who are ill a chance to be pilot for a day.

Photos: KLM.