Dutch airline KLM recently stepped up where many airlines have been deficient – in a genius marketing campaign.
They spent about six months on Twitter examining keywords in people’s complaints and criticisms to various airlines, and then spent a week responding to them and resolving the issues people had with not only their airline, but all airlines. They went above and beyond, from providing beds, giving rides to retrieve forgotten passports, and in at least one case, singing a lullaby to a tired man with a delayed flight.
They provided many amenities that these people would not have otherwise received and in general gave them a remarkable flying experience. The project, known as Happy to Help, was run by a specially-set up control center at Amsterdam’s Schiphol airport; however, KLM staff all over the globe were empowered to be on the look out for travel-related problems that needed solving.
This is exactly what we’d like to see more of: companies that actually take the needs, desires, and interests of clients into full consideration. I’m sure that after the service these people received, KLM snagged themselves some new frequent fliers!