KLM confirms Facebook Messenger play

Dutch airline KLM has said it will offer booking confirmation and boarding passes for customers via Facebook Messenger by the end of the year.

The airline will likely be the first to  be active on the Messenger and plans to add additional services going forward.

Speaking at World Travel Market earlier this month Facebook head of travel Lee McCabe suggested the airline would also add a booking service and the ability to purchase ancillary items and upgrades.

In short, he said that Messenger could become the place for businesses and their customers to communicate with all interactions in one thread.

KLM is already experiencing significant growth in the use of messaging apps such as WeChat, Korea’s KaoKaoTalk, and Messenger and views them as the “future of customer communication through social.”

The airline said recently that when it activated Messenger it saw a 40% increase in the volume of questions from users.

Perhaps unsurprisingly, KLM emerged top of the Travel Social Media Benchmark from eDigitalResearch with the report measuring elements such as fans and followers as well as frequency of posts and engagement levels.

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About the Writer :: Linda Fox

Linda is Managing Editor for tnooz. For the past decade, she has worked as a freelance journalist across a range of B2B titles including Travolution, ABTA Magazine, Travelmole and the Business Travel Magazine. In this time she has also undertaken corporate projects for a number of high profile travel technology, travel management, and research companies. Prior to her freelance career, she covered hotels and technology news for Travel Trade Gazette for seven years. Linda joined TTG from Caterer & Hotelkeeper where she worked on the features desk for more than five years.



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  1. Catherine McCartan

    I want to thank KLM for helping me get a small refund, which I didn’t expect, much appreciated. I will be going to Ireland this year, and definately will be going KLM all the way.
    Many thanks for all your help.


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