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Skift Take

If KLM passengers live through social media, then they can now pay through social media as the airline makes its Twitter and Facebook communications more commerce-oriented.

— Dennis Schaal

Lots of airlines have experimented with booking engines on Facebook, and now KLM is taking things a step further by facilitating payments through Facebook and Twitter.

After contacting the airline about a flight booking, a seat reservation or to pay for excess baggage, KLM sends the passenger a private message through Facebook or Twitter with a link to various payment options.

The payment itself isn’t integrated into Facebook or Twitter, but reportedly takes place on a KLM page after the user picks a payment method.

However, a KLM social media agent tracks the payment, and sends the passenger a confirmation through Twitter or Facebook.

“With this new method, contact with the customer takes place exclusively through the social media channel they have used,” KLM says.

Various reports say Twitter is poised go a step further than KLM and integrate payments in tweets.

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