KLM enhancing customer service through iPads

KLM believes in putting the customer front and has a constant endeavor to renew its products and services to improve their experiences both in-flight and on-ground. To achieve this we have

implemented a variety of measures including the use of iPads among the cabin crews onboard.

Last summer as a result of collaboration between Inflight Services, Flight Operations, Marketing, Information Services and KLM Cityhopper, KLM took possession of more than two thousand iPads. At present there are 5,500 iPads used by the Purser and Senior Purser use them on all KLM aircraft.

The introduction of the iPads has benefitted both the customers and staff members. Passengers receive the latest information related to their travel. Cabin crew can see relevant information of the passengers such as Flying Blue Miles, information from the social media hub such as previous passenger complaints. This helps the cabin crew to upgrade the passengers as per their Miles if required on-board or change the perception of the passengers in case they had any previous complaints. In addition instruction booklets and manuals have also been loaded into the iPads and cabin crew can write reports whenever they have an Internet connection. It allows the crew to look up more information and provide passengers with even better service. This will certainly contribute to improving customer service and as a result, to Flight Plan as a whole.