KLM

Speaker Biograghy: Marga is a product designer from Barcelona with a degree in Design for Interaction from TU Delft. She recently finished a project in KLM’s Product Strategy Department. Her focus of study is improving KLM’s Unaccompanied Minors service.


Day 1 - 15 March
Session:
Customer Service & Passenger Experience


16:05 - 16:30 - Redesigning KLM’s services regarding unaccompanied minors
Synopsis: Every year KLM carries around 30,000 unaccompanied minors (UM), children between the ages of five to fourteen, who either travel alone or in a different travel class than their accompanying adult. The UM service is a complex process, which involves different actors and interactions through many steps. The connections and procedures between these different component parts of the service lack harmony and synchronisation, which in turn adversely affects the performance of the service. This presentation shows how KLM has tackled its UM service and is able to truly offer a great experience for minors and their parents.

Audience will learn: