SATISFYING INTERACTIONS — KLM

Last week I had to change my flight between Amsterdam and Copenhagen due to a change in my work schedule. I head to the KLM website and follow all the steps needed but end up getting an error message.

I directly head to their facebook page and contact them through messenger. I honestly expected a robot to reply to me. However, within 3 minutes I receive a reply asking me for more details. Within one hour, the whole issue was solved and I received my new ticket.

This has been a satisfying experience that made me reflect at the experience KLM is trying to provide for its customers. It also motivated me to answer their survey, something I usually avoid.

Thank you KLM!