More service on messenger

No matter where you are or what you are looking for,
just send an emoji and we’ll help you find your way

How does it work?

Grab your mobile device and get started on Messenger, to find great spots near you.

  1. Friday 1:16 PM
  2. Friday 1:21 PM
  1. Friday 1:16 PM
  2. Friday 1:21 PM
  1. Friday 1:16 PM
  2. Friday 1:21 PM

Time to Emoji

To discover spots near you try these emojis and many more!

Burger

Burger

If you want a juicy burger

Shoe Store

Shoe Store

When you really, really, really need a new pair

Zoo

Zoo

If you like to pet animals

Taxi

Taxi

When you’re looking for a cab

Restaurant

Restaurant

If you like to go out for dinner

Park

Park

When you just want to take a stroll

ATM

ATM

If you need to withdraw some cash

Jewelry Store

Jewelry Store

When you are ready to propose

Café

Café

When you really need some caffeine

Nightclub

Nightclub

If you like to bust-a-move

Need help?

Messenger is not allowed to archive any personal information: KLM and Messenger have signed a contract about this.
Yes. After sending KLM an emoji and your location, the answers that are given are bots. This means that these answers are send by a standalone - but tailor made - conversation machine, pushing automated messages. However, in case you ask a question, send a (flight related) text message you will always be redirected to a Social Media service agent, who will personally respond to the case. 
Service questions are being answered personally by a Social Media Service Agent, which of course has a certain response time. With the emoji service we make use of bots, so the answers appear immediately.
For this service you need to use the emoji on your keyboard. The service will not respond to the Facebook/Messenger emoji / stickers. You can find the emoji keyboard under the smiley on the left bottom of your keyboard.
You can share you location within Messenger by clicking on the pin on top of your keyboard.
Make sure to turn on your location services in settings.
Due to technical limitations on Messenger.
Yes, to use our service you need to turn on your location services.
The emoji service is linked to google places. Google places has a specific algorithm based on a combination of relevance and distance. Venues need to subscribe themselves to Google Places. It can happen that a location is closed or not showing up via the Emoji Service. KLM has no influence on the given results.
If you cannot find your way, click on ‘view location’ to get directions to the location. The emoji service is linked to google places. Google places has a specific algorithm based on a combination of relevance and distance. Venues need to subscribe themselves to Google Places. It can happen that a location is closed or not showing up via the Emoji Service. KLM has no influence on the given results.
KLM flies people all over the world and knows how difficult it can be to quickly find your way in unknown places. Therefore KLM helps you find your way in an unknown city or country. Looking for the nearest ATM or Italian restaurant? Simply send the matching emoji to KLM via Messenger, share your current location and KLM instantly replies with the nearest address.
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. Since last March we already offer our customers the option to receive all relevant flight documentation and information in one single Messenger overview. We’re now expanding our services on Messenger with the new emoji service. This is a logic next step: KLM flies people all over the world and knows how difficult it can be to quickly find your way in unknown places. The new emoji service meets to this need in a fun and easy way, available to everybody worldwide.
The investment for this service is minimal. KLM is already working on new services on Messenger (flight documentation, etc.) and we can benefit from the already existing (API) connections, etc. with working out the emoji service.
KLM flies people all over the world and knows how difficult it can be to quickly find your way in unknown places. With this new service KLM offers its customers an innovative and fun way to discover relevant addresses via Messenger.
Because Messenger is growing extremely fast and is changing into a platform that makes it possible for the user to conduct all business transactions. We want to be where our customers are, which makes Messenger a very important platform for us.
We believe we should be where our customers are and therefore KLM and Messenger are the perfect fit. Since last March we offer our customers the option to receive all relevant flight documentation and information in one single Messenger overview. KLM flies people all over the world and knows how difficult it can be to quickly find your way in unknown places, and therefore offering this new service is a logic next step.
Yes, for now this service is only available on Messenger. But we are always looking into the possibility to expand our services to other platforms.
KLM is very interested in providing services via WhatsApp, but the closed API and our high volumes make this not possible yet. We currently do a pilot with 15 small and medium size companies in the Netherlands, offering them additional service via Whatsapp. Next to that a rebooking service via WhatsApp will be in place during large operational disturbances at Schiphol Airport. KLM monitors the WhatsApp developments very closely.
KLM is always on the lookout to expand Social services, and so yes expanding the emoji service to other 1-on-1 platforms is also something we look at, but no concrete plans yet.
No, KLM will not earn any direct cash via this service. There is no commercial proposition.
With the emoji service we make use of bots, so the answers appear immediately.
Yes, the new emoji based service is available to everybody worldwide. But as you can imagine, the service works at its best in populated areas since there are obviously more places to visit.
For now we only respond in English. We will always have a look in ways to expand the service, other languages might be possible.
Yes, this emoji service is also available even when you are not flying with KLM. The service can be used on any location worldwide. But as you can imagine, the service works at its best in populated area's since there are obviously more places to visit.
The service will be available as of September 29, 2016. For more information please have look at https://social.klm.com/flightinfo/messenger/
More information can be found on https://social.klm.com/flightinfo/messenger/
KLM has built a technical flow which can detect whether it's an emoji or service case. The user will automatically get the appropriate response. An emoji response is given by a bot, all flight related responses are given by KLM’s service agents.
Yes you can! Our agents are available 24/7 to answer all your questions. We answer your questions in 12 languages (Dutch, English, Italian, Spanish, German, Portuguese, Japanese, Norwegian, Russian, French, Chinese and Korean).
Easy, just stop sending single emoji ☺ if you'd like to talk to a service agent about flight related matters, you just start typing.
In order for the emoji service to find place near you, the Customer should do the following;
  1. “Customer send emoji and share his location with KLM on Messenger”
  2. Customer sends emoji to KLM on Messenger
  3. KLM asks customer to share his location
  4. Customer shares his location
  5. KLM send automatic reply with nearest location
  6. Or KLM sends automatic fun reply
Yes, you do need Wi-Fi/internet to use the service. Keep in mind that your mobile provider might charge you for using data roaming
You won’t be able to download new messages via Messenger or ask a question. But everything that you received before will still be available in the thread.
No, the emoji service is free of charge. However, you do need WIFI / internet connection so your provider might charge you for making use of data roaming.
Yes, the new emoji based service is available to everybody worldwide. But as you can imagine, the service works at its best in populated areas since there are obviously more places to visit.
You can use the emoji's which are 'standard' available in Messenger in the keyboard. You cannot make use of this service by using Stickers, Messenger emoji or special emoji that you’ve bought/downloaded
The emoji service is a bot and will only respond to a single emoji in combination with location. Multiple emoji will not be recognized.
To give you the nearest locations we need to know where you are. Every 15 minutes we’ll ask you to share your location.
No, a service agent cannot suggest any locations as the emoji service is a stand-alone automated service/bot. The service agent can only ask you to re-send an emoji and try again.
It is not possible to help finding a location. A service agent cannot help or suggest any locations as the emoji service is a stand-alone automated service/bot. The service agent can only ask you to re-send an emoji and try again.

Or if you cannot find your way, click on ‘view location’ to get directions to the location
If you send the same emoji for the second time, the service will reply with different suggestions. It could also help to move around a bit and share your location again

Note: The emoji service is linked to google places. Google places has a specific algorithm based on a combination of relevance and distance. Venues need to subscribe themselves to Google Places. It can happen that a location is closed or not showing up via the Emoji Service. KLM has no influence on the given results.
Most of the emoji are linked to a location. Some of them are smileys and are therefore not corresponding to a location. We recommend to just play around, find out and see for yourself!
There is no list that defines all the emoji, we just want you to try it out yourself and play around.
If you send the same emoji for the second time, the service will reply with different suggestions. It could also help to move around a bit and share your location again.
No, we don’t give you the best tip. Only the most relevant one nearby based on the Google Places Algorithm. Venues that are known/subscribed at Google Places will be shown. The results are ordered based on different criteria such as relevance and distance.