Air France KLM Cargo initiate blue credit scheme for cargo booking

December 19, 2017: In a latest development, Air France KLM Martinair Cargo is all set to roll out %u2018WHAT COUNTS'%u2014a cutting-edge 24/7 easy-to-connect service with tailor-made offers and blue credit loyalty programme scheme designed for its SEM customers.

"We are able to approach every customer in a unique way, based on their particular needs, by sending them specific offers and information appropriate to their level of specialisation. Big data and a sophisticated CRM strategy make it possible for us to adopt this approach," said GertJan Roelands, vice president Europe of Air France KLM Martinair Cargo.

"WHAT COUNTS offer our customers' myCargo%u2014a unique digital portal where our customers can manage their bookings 24/7. It comprises a range of services, such as Quote & Book, Notify Me, Track & Trace, and claims, to name a few," he informed.

"We are developing myCargo in an agile way. Based on customer needs, we are introducing enhancements to our existing services every three months. In addition to the e-services, we also have created dedicated customer service and sales desks in our market organisation to help us further specialise in the specific needs of our SME customers and interact with them more effectively," said Roelands.

"We highly value our customers' loyalty, which is why we are now awarding blue credits for cargo bookings, in the same way we do passengers for flights, through our BlueBiz programme. So, our customers can now receive blue credits for both their cargo and passenger flights when they book Air France and KLM. These blue credits can be spent on airline tickets, thereby presenting our customers with a way to further reduce their travel costs," he said.

According to reports, the WHAT COUNTS programme was developed in the Netherlands. "We have seen our market share and customer satisfaction growing in this specific customer segment in the Netherlands. At the moment, we are gradually introducing this new scheme in Germany, the UK, and Italy. The rest of Europe will follow in the first half of 2018," says Roelands.

Meanwhile, the implementation of WHAT COUNTS is seen as a substantial enhancement of Air France KLM Martinair Cargo's service by utilizing its big data, digital and CRM, while maintaining personal touch points.