Tuesday, 15 December 2020

KLM retains five-star APEX status

The Airline Passenger Experience Association (APEX) has announced KLM’s classification, based on global passenger evaluations.


KLM Royal Dutch Airlines has retained its five-star classification based on customer evaluations gathered by the Airline Passenger Experience Association (APEX). Covering more than a million flights operated by just under 600 airlines, the APEX evaluation takes into account seat comfort, cabin service, food & beverage, entertainment and Wi-Fi.

 Boet Kreiken, EVP of KLM Customer Experience said: "We are incredibly grateful to our customers for this evaluation and very proud of all KLM staff for this achievement. They do everything in their power to offer customers optimum service, even in the ongoing pandemic, which has been challenging for everyone and has demanded so much from people. The fact that KLM has managed to retain its high score under such circumstances is unique. This recognition brings us a step closer to achieving our ambition of becoming Europe’s most customer-centric, sustainable and efficient network carrier,"

This is the second consecutive year that KLM has been awarded a five-star rating by customers worldwide.

The APEX Official Airline Ratings are based on neutral, third-party passenger feedback and insights gathered via APEX’s cooperation with TripIt from Concur, the world’s highest-rated travel-organising app. Using a five-star scale, passengers rated more than a million flights operated by just under 600 airlines worldwide. The APEX Official Airline Ratings are independently certified by a professional external auditor.

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