Terms of Service
BB on Messenger
The smartest way to book a ticket
We believe we should be where our customers are, and that’s on the platform of their choice. Therefore KLM and Messenger are a perfect fit. We already offer you the option to receive all relevant flight documentation and information in one single Messenger overview, an Emoji service that helps you around in an unknown place and various other services via our Messenger menu. With BB, we make it possible for you to book a ticket in a conversational way via Messenger. BB is part of our KLM servicing family and, is only supported by a human agent when help is needed.
It might happen that your conversation with BB gets interrupted, and that you are not referred to an agent immediately. Our sincerest apologies if that happens. It means you’re dealing with a bug in BB. Our engineers are on it and will immediately fix the bug. With BB, it’s like with all technology: sometimes she is in need of extra help from a human. Should you not be able to book the ticket after all, please go to KLM.com or our KLM app to finish your booking.
To use BB for booking a ticket, you must have the Messenger app and therefore a Facebook account. BB is a service free of charge.
You can start using BB by saying something like “Hi, I would like to book a ticket” or “Hi BB”. You can stop using BB at any time and if BB doesn’t understand your questions you can always ask the help of a human agent.
The data that you provide when booking a ticket on Messenger, are stored in our KLM database. We only ask you to provide those data that are necessary for booking a ticket, like your name, etc. so that we can send you your flight info, and flight status updates.
BB on Google Home
The easiest way to pack you bag
As KLM we want to be of service throughout the entire customer journey and are always looking to make traveling as easy as possible for you. Every journey starts with packing your bag. BB can help you pack your bag and make sure you don’t forget specific items like a power socket adaptor or your passport. BB even knows the weather during your stay and reminds you to bring your umbrella or sunglasses if needed.
Data Google Home
Your provided data (location, traveling dates and items) will not be stored in a database. The data will be will be normalized and used to optimize the service. This cannot be linked on a specific user. KLM does not use this data for other purposes. The data between KLM and Google which is part of the dialog and is encrypted at all times.
Privacy is a subject that KLM takes very serious. The landing page BB.klm.com contains information that should answer most of the customer’s questions.
By using BB on Messenger and Google Home, you are accepting the practices outlined in this document.