While the job of an airline is primarily to transport passengers from one location to another, there is far more to this diverse service than may initially meet the eye. We also live in an age where consumers are increasingly aware of their value and type of service that they should expect, which means that ambitious airlines and service providers must go above and beyond if they are to ultimately achieve success. The KLM Royal Dutch Airlines have followed this philosophy to the letter, as they recently undertook a unique mission to help travellers regardless of which service provider they have booked to fly with.
This represents an extraordinary effort in such a competitive market, although it may also set a trend that alternative airlines look to follow in the months ahead. Stationed at the Schiphol Plaza in Amsterdam Airport, KLM’s #happytohelp team followed passenger’s trials and tribulations through social media and set up an innovative help centre that was open 24 hours a day. From providing wake-up calls to passengers with early flights to ensuring that travellers on overnight trips had a comfortable place to rest their head, the airline underlined their core message of being there to help passengers while also transcending traditional customer service values.