| Dear Tai Gedi, |
It's only been a few weeks since I last reached out to you to clarify the steps KLM has taken to protect its customers and staff from the Covid-19 outbreak.
Since then, our world and our lives have been subjected to unprecedented change and uncertainty. Our words then almost seem to pale into insignificance in the face of the new realities of today's world. The global Covid-19 pandemic has forced us to take further, decisive action in many areas. I would like to take this opportunity to inform you about these actions, and how we are preparing KLM for recovery in this new reality.
Repatriation
As I'm sure you'll understand, our absolute priority remains bringing our stranded customers back home to their families. In recent weeks, we've operated hundreds of repatriation flights, reuniting around a quarter of a million of Dutch and international travellers with their loved ones. We continue to work closely with the Dutch government, local embassies and international governments to achieve this important objective. Service & safety In response to the outbreak, some of our products and services have been temporarily suspended or reduced, and new processes have been introduced. We've initiated clear social distancing measures at Schiphol and our international airports and – whenever possible – during flights (passenger seating patterns). To reduce the number of interactions on board, we've also simplified our catering service. We've decided to keep the KLM Crown Lounge at Schiphol open, but with reduced opening hours and catering options. For the latest status updates and preventative measures, please see updates.klm.com. I realise that under the current circumstances, we're not in a position to serve you in the manner you may expect from KLM. However, it has been heartwarming to see so many messages of support from our customers all over the world. Our staff are fully committed and dedicated to providing the best possible service under any circumstances, and these messages strengthen our resolve. Our blue KLM hearts beat for you, our valued customer. |
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Flight availability Despite this global outbreak, there are still many of you who need to travel – whether for work, for family or for personal reasons. Rest assured that we are here for you, and will continue to operate as many flights as we can to support you. Today, we are operating a skeleton network serving 25 intercontinental and 32 European destinations. Given the high level of uncertainty we continue to face due to ongoing adjustments to local rules and regulations, we've launched a real-time flight status checker, enabling you to see all the available flights to and from Amsterdam.
I strongly believe that we will one day look back at this crisis as a catalyst for positive change in aviation. I see accelerating innovation in areas such as on-board sanitation and hygiene, airport screening processes, and definitions of personal space. Soon, these will be considered the norm. We are hard at work with our customers, authorities, airports and our airline partners, to create an improved KLM journey. The KLM that will emerge from this crisis will be a better KLM for you: fit for purpose, responsible and sustainable.
The joint effects of the virus, on both our private lives and our economy, remain very dynamic and unpredictable. But most important is your health and personal wellbeing, and that of your loved ones. Thank you again for choosing KLM, and safe travels.
Yours sincerely,
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Pieter Elbers
President & CEO
KLM Royal Dutch Airlines |
