KLM has introduced Family Updates on WhatsApp, a new service that allows passengers to start a WhatsApp group with friends and family.
The airline has been communicating with its customers via WhatsApp since 2017. The platform is used to send passengers booking confirmation, check-in notifications, flight information, boarding passes, and now, family updates.
After passengers receive their boarding passes on WhatsApp, KLM will send an invitation to join the group free of charge. The airline then makes the customer administrator of the group, which allows him/her to invite friends and family who can ask KLM for updates on the flight status of their family member, to which the airline responds using artificial intelligence. Family and friends are also notified when the flight has departed as well as when it arrives, even before the passenger has WiFi or data roaming.
The airline is unable to read messages exchanged between other members in the group and leaves the group when the passenger has arrived at the destination. The WhatsApp group will remain active even after arrival so members can share holiday photos and updates.
The service is currently only available in English, with plans to expand to other social networks and languages in the future.