KLM Royal Dutch Airlines took customer service to a new level in recent weeks with a five-day publicity event assisting thousands of travelers around the world. In a video released this month, the airline described the social media-based “#happytohelp” campaign as its way of reaching out to non-KLM customers. “We decided to help out everyone, even people who don’t fly KLM,” the ad says. The airline set up a help center atSchiphol Plaza at Amsterdam Airportand a Twitter hashtag, and sent out teams of employees in blue KLM uniforms on various missions, from giving rides to the airport to helping passengers pass the time while waiting out flight delays.
“Most problems could be solved in a Tweet, but some needed a bit more attention,” the video’s narrator said.Many people received hands-on assistance with common mishaps like lost luggage and misplaced passports. Wake-up calls were made. Others got personal transportation to catch their flights.In video highlights from the week, a man stuck in New York City traffic was going to miss his flight to Bermuda. KLM arranged for a “speedboat taxi” across the Hudson River, complete with a staffer helping with his luggage. In another video, stranded travelers lying in airport terminal seats were given mattresses, pillows and sheets to sleep in. In Amsterdam, passengers on a layover received a bus tour of the city.
