Saturday, 20 April 2019

Did you know that every KLM flight carries a “Letter to the President”?

Photo KLM
KLM Royal Dutch Airlines is arguably one of the most technologically advanced airlines in Europe. It is always pushing the envelope in adopting and creating new technologies to further enhance its customer service. Indeed recently it announced a try before you fly option using facebooks AI ads. 

However, even an airline as tech-savvy and forward thinking as KLM can still offer an old school touch that is every bit as important as all the latest gizmos and gadgets. Whilst digital communications are the norm these days, of course, and the airline's customer service teams assist many people every year through those modern contact methods.  Yet, this airline with a rich history still has a prepared, old-fashioned letter entitled “Letter to the President” on board every KLM aircraft. Yep, a real paper letter!


If something goes wrong before or during a flight, but especially if the passenger has had a special, memorable experience, she or he can request a “Letter to the President”. This letter is addressed to KLM’s President & CEO, Pieter Elbers. The letter is read by the Customer Service department, but KLM will also contact the passenger if they ask for it.

If the feedback is on the subject of the cabin personnel, KLM shares it with the cabin attendant or crew in question. If the letter contains points of critique, the crew can learn from it. But passengers often write something complimentary about a particular cabin attendant who went the extra mile to ensure the passenger had a memorable experience. In this case, the cabin attendant receives an anonymised copy of the letter. This often comes as a pleasant surprise for the CA who has done their best for a passenger. 



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