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• Community standards on KLM’s social media channels

  Every day, people connect with KLM on social media to share their experiences, enthusiasm, feedback or complaints. We’ve grown into a social media community with millions of fans across the globe, communicating in multiple languages, 24 hours a day. 
  
  We aim to offer a place where people feel empowered to express themselves and we take our role in keeping abuse off our platforms seriously. That is why we’ve developed a set of community standards that outline what is and isn’t allowed on our social media channels. Our policy is based on the policies of the social media channels on which we’ve built our presence, community feedback and the advice from our social media hub and our social media service agents. 
  
  

  Goal

  The goal of our community standards is to create a pleasant place for expression and allow people to be able to talk openly about the issues that matter to them. When we limit expression, we do it in service of one or more of the following values:
  
  

  • Authenticity and integrity: We want to make sure the content people are seeing is authentic and does not contain fake news about KLM or others.
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  • Safety: We are committed to making our social channels a safe place. An expression that threatens people, has the potential to intimidate, exclude or silence others isn’t allowed.
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  • Privacy: We are committed to protecting personal privacy and information.
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  • Dignity: We believe that all people are equal in dignity and rights. We expect people to respect the dignity of others and not harass or degrade others.

  
  
  To whom does it apply
  Our community standards apply to everyone around the world, all our social channels, and all types of content. They’re designed to be comprehensive – for example, content that might not be considered hateful may still be removed for violating a different policy. We recognise that words mean different things or affect people differently depending on their local community, language, or background. We work hard to account for these nuances while also applying our policies consistently and fairly to people and their expression.
  
  
  Consequences
  The consequences for violating our community standards vary depending on the severity of the violation and the user’s history on our platforms. If our community standards are violated, we reserve the right to remove postings or even restrict the ability to post on our platforms by (temporarily) blocking a profile without warning.
  
  
  Our values
  The goal of our community standards is creating a pleasant place for expression and allowing people to talk openly. When we limit expression, we do so in service of one or more of the values explained in more detail below:
  
  

  Authenticity and integrity 

  • Spam: Our authenticity policies are intended to create a safe environment where people can trust one another. We work hard to limit the spread of spam, because we do not allow content that is designed to deceive, or that attempts to mislead users. We also aim to prevent people from abusing our platforms to distribute content for commercial gain. 
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  • Security: We recognise that the safety of our users extends to the security of their personal information. Attempts to gather sensitive personal information by deceptive or invasive methods are harmful to the authentic, open, and safe atmosphere that we want to foster. Therefore, we do not allow attempts to gather sensitive user information through the abuse of our platforms.
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  • False news and manipulated media: Reducing the spread of false news is a responsibility that we take seriously. If we see a false news article, post or comment, we will remove it to avoid its spread. Media can be edited in a variety of ways. We also aim to remove manipulated media to avoid further spread.
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  • Profanity language: Harmful speech, swearing, and profanity language are not allowed. We understand that some words exhibit confounding dualism in their use, but we’d rather be better safe than sorry. This means that we remove content or block people if we feel it’s necessary in providing a pleasant environment.  

  
  
  Safety 
  In an effort to promote a safe social environment, we remove content that goes against our safety rules. We do not allow:
  

  • Privacy violations
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  • Content about guns, alcohol, drugs or nudity
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  • Violent behaviour: Violence or dangerous behaviour, harm, hate, threats and crime are not allowed. While we understand that people commonly express disdain or disagreement by threatening or calling for violence in non-serious ways, we remove language and statements that incites or facilitates violence. This includes people involved in organised hate. We prohibit people from facilitating, organising, promoting, or admitting to harmful activities. We allow people to debate and share feedback, but we do not allow people to draw attention to harmful or criminal activity. In an effort to prevent and disrupt harmful, hateful, violent activity, we remove content or block persons if we feel it is necessary. 
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  • Fraudulent behaviour: Fraud and deception are not allowed. In an effort to prevent and disrupt fraudulent activity, we remove content aimed at deceiving people to gain an unfair advantage or deprive other people of money for example. We reserve the right to remove this type of content or remove people involved in posting this type of content from our platforms. 
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  • Bullying and harassment: We aim to ensure that all visitors of our social media platforms are treated, and treat others, with dignity and respect. Therefore, bullying and harassment are not tolerated. In an effort to prevent this, we remove content or block persons if we feel it is necessary.

  
  

  Public versus private individuals

  We distinguish between public figures and private individuals because we want to allow discussion, which often includes critical commentary of our KLM staff, our CEO, or others that may be featured in the news or have a large public audience. For public figures, we remove messages and other content that could be conceived as offensive as well as messages and content in which the public figure is directly tagged in the post or comment. For private individuals, our protection goes further: we remove content that's meant to degrade or shame. We do not tolerate this kind of behaviour because it prevents people from feeling safe and respected on our platforms.
  
  

  Privacy

  • We recognise that the safety of our users extends to the security of their personal information. Therefore, we ask and warn our users to never share personal details via public social media environments, like our Facebook wall. This includes contact details, booking codes, reference numbers, and Flying Blue numbers. Personal data should be shared via direct and private messages only. In case a user does share personal information in a public environment, we will delete the post in order to protect the users’ privacy.
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  • Posting personal details like names, e-mail addresses, and telephone numbers of KLM or Air France employees or other users is not allowed. We reserve the right to remove these postings or block a user from our community in case of multiple attempts. 
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  • Attempts by users to gather sensitive personal information from others by deceptive or invasive methods are harmful to the authentic, open, and safe atmosphere we want to foster. Therefore, we do not allow this.
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  • In an effort to prevent and disrupt harmful or fraudulent activity, we remove content aimed at deceiving people to gain an unfair advantage or deprive other people of money for example. We reserve the right to remove this type of content or remove people involved in posting this type of content. 

  
  

  Dignity

  We believe that all people are equal in dignity and rights. We expect people to respect the dignity of others and not harass or degrade others on our platforms. We do not accept obscenities, insults, or other hateful comments aimed at users on our platforms. Criticism and feedback are allowed, but communication should be done in a respectful manner. We aim to create a pleasant environment for all our community members and allow for equal conversation and discussion. Therefore, we aim to avoid our public channels to be dominated by repetitive negative, hateful messages by the same community members or repeated negative, insulting or hateful discussions between community members. We reserve the right to - without removing the topic - remove hateful postings to leave space for others and for meaningful discussion. If a user continues to post hateful, obscene, insulting or shocking content, we reserve the right to remove the user from our community by blocking their account.
  

   

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