KLM Surprise…

So, Spanair eased the painful wait on luggage at the end of the journey. And KLM hit the nail on the head with their random acts of kindness at another travel pressure point.

The loooooong wait in the departure lounge.

This video’s a tad lengthy, but it’s great to see a little of the behind the scenes effort, showcasing how the social team worked with the ground staff.

Nicely joined up effort and some very smilely passengers as a result.

Much more individual than the euphoric Spanair group effort, but it showcases how personal data can be used to maximum effect without feeling too big brothery. Good effort KLM, keep up the good work…

Iain G. Morrison is a senior marketer in the British Tourism Industry. And is ready for some random acts of kindness to come my way. Pretty please?

P.S. Sure it’s a coincidence many of the travellers late on were off to a social media conference. Those KLM’ers are a canny bunch…