february-2012

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KLM PEOPLE AND PLANET “Seeing sustainability from a new perspective” The wisdom of youth PRINCESS LAURENTIEN VAN ORANJE SPEAKS WITH A GROUP OF CHILDREN An initiative of Princess Laurentien van Oranje, the Missing Chapter Foundation (MCF) is committed to fi nding fresh solutions to world issues by creating dialogue between decision makers and young people. With the new Into the Future project, KLM has committed to a two-year partnership with MCF. During this time, the board of KLM will hold structured dialogues on sustainability with elementary school children (10- to 12-years-old) and KLM professionals. KLM believes that the candid and uninhibited perspectives that children bring will provide new insights into how KLM and the aviation industry can protect and improve the world they will inherit. Hefty savings from lighter pallets At the Inter Airport trade fair in Munich, Air France-KLM Cargo and nd manufacturer Driessen presented the Herculight Pallet, a composite cargo pallet et that weighs 35% less than its aluminium ium predecessor. Air France-KLM -KLM Cargo is committed to reducing CO2 emissions, , and weight-saving innovations ons such as lightweight containers, pallets and cargo nets are key to achieving ng these reductions. A brainchild of KLM Cargo, the Herculight Full ull 86 Holland Herald TRAVELLERS TRAVELLER LERS S CHECK C CHEC ECK Composite Pallet was developed in collaboration collaboration wwith KLM Business Innovations and Driessen, a subsidiary of Zodiac Aerospa Aerospace. The composite pallet weighs weigh only 65kg, which is 39kg lighter lighte than pallets currently in use. TThis translates into a weight saving of up to 1,179kg on a fully loaded loade Boeing 747-400ER Freighter Freigh — 100kg more than a Volkswagen Volks Polo weighs. For Fo more information on this aand other KLM Corporate So Social Responsibility in initiatives, visit klm.com/csr. Networking for a better world GET IT DONE is a global community that uses social media to create and support small-scale development projects around the world. The organisation links grass-roots projects with individuals worldwide — creating person-to-person connections between supporters and project owners. How it works Local organisations or individuals team up with members of the online community to submit a project to the platform — from a clean drinking water programme to building a school. Once the project is approved, the project owners mobilise their online social networks to promote the project and raise funds. After that, anyone can get involved, by promoting the project to others or by donating directly. As no fees are subtracted, the full amount of every donation goes directly to the projects. GETTING PROJECTS DONE WORLDWIDE One of the ways KLM supports GET IT DONE is by mobilising its social community to get involved. For more information on the many projects you can support around the world, visit facebook.com/getitdone.org or getitdone.org.
Online 24/7 Around the world, social media platforms play an important role in many people’s daily lives. KLM understands how important and accessible social media is and has made its customer service available around the clock via Facebook and Twitter. KLM has been a leader in the airline industry in embracing social media as a means of staying in touch with customers around the world. And with over 1.2 million subscribers (fans, followers and like-ers) on social media platforms worldwide, its presence online continues to grow. But why has social media become so important for KLM and how does it work? “For as long as KLM has been providing customer service, it has been important to us that our customers can reach us in ways they feel comfortable using,” says Gert Wim ter Haar, Social Media Hub Manager, “and in today’s world that means via social media.” KLM is available 24 hours a day, 7 days a week via a number of social media channels — most importantly, Facebook and Twitter. A team of more than 25 professional service agents are on duty around the clock. “We have to be online 24/7 because our customers live and are travelling all over the world,” continues Ter Haar. “We handle all kinds of things, from simple KLM BEHIND THE SCENES information requests to rebooking a fl ight or selecting a seat. We also get compliments and complaints.” Some may wonder, however, if requests are actually resolved via social media, or if customers are sent to existing service channels. Ter Haar explains: “KLM’s social media services adhere to a ‘one stop shop’ principle. When a customer posts a question or request on Facebook or Twitter, we handle it via the same channel. We try not to send customers to other websites or phone numbers. Exceptions do come up, but they remain exceptions. In most cases, we are able to respond within an hour and resolve the issue within 24 hours.” Presence worldwide How big is KLM’s friends network? “Given the nature of social media, the exact number is always changing, but it’s about 1.2 million,” according to Ter Haar. Worldwide, around 750,000 people like KLM’s main Facebook page and about 200,000 follow KLM on Twitter. But KLM also has followers and fans on local Facebook and Twitter accounts in countries around the world, and KLM is also active on LinkedIn, YouTube, Google+ and numerous local social media platforms. Monitoring hundreds of local pages 24/7 would be a Herculean task. To maintain high standards of customer service, questions and requests are only handled via the main pages on Facebook and Twitter. “We get comments and requests in all kinds of languages, but — to avoid misunderstandings — we limit ourselves to answering questions in English and Dutch,” says Ter Haar. “We are planning on adding Spanish to the list in early <strong>2012</strong> and are looking at other possibilities as well.” Holland Herald TRAVELLERS CHECK 87
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Holland Herald FEBRUARY 2012 YOUR C
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Cover illustration: Atelier Olschin
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View the world down to the finest d
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Page 42 and 43: THIS PAGE Ashok Bhalotra and his Ro
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Page 54 and 55: TRAVEL OMAN ABOVE An oasis near Jeb
Page 56 and 57: 56 Holland Herald “ Desert drivin
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Page 62 and 63: The No. 1 exhibition for your secon
Page 65 and 66: A VIEW TO THRILL MUSICAL AND TASTY
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Page 69: NATURAL BEAUTY... WHAT TO SEE Histo
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february-2012

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