The right answer to any question

Whether passengers want to book a flight, use the Internet check-in or request flight information or information about the Flying Blue program, klm.com provides them with all the information they need to organize their journey down to the finest detail. What this means is that it is becoming ever easier for KLM passengers to plan, book and manage their travel from the comfort of their own home.

So that we can provide an even better service to our passengers, an improved 'smart' FAQ service has now been introduced on all KLM’s Dutch and English-language websites worldwide, to assist passengers looking up information and to provide answers to questions relating to travel.

Finding the answer to a question is a very simple matter: the visitor to the site fills in his or her question in the field at the top of the page. The FAQ service, which was developed by the Dutch company Q-Go, ‘understands’ the natural language of the question and carries out a rapid search of the answers database. Within a few seconds, the visitor then receives an answer to the question. The service is beneficial both for KLM and for the passenger: whilst the customer receives the information he/she is looking for, KLM is able to find out what its customer wishes to know. This knowledge will enable KLM to respond more effectively to the types of information its customers require.

The improved FAQ service was first successfully introduced in the Netherlands and the United Kingdom in May of this year and it is now being launched on all other Dutch and English-language KLM websites. The service is expected to be available for the French, German and Spanish-language sites later this year.