KLM, together with LINKIT, is taking further steps to become the ‘most tech and data-driven airline’.

We (LINKIT) look back on 25 years of collaboration with Dutch pride, the Royal Dutch Airlines (KLM), and share their vision for the future. KLM executive and CIO Aart Slagt is clear: “Here’s to the next 25 years, with LINKIT helping us become the ‘most tech and data-driven airline.’” An ambitious goal, but one that is achievable within the next five years if it’s up to me.”

Well begun is half done 

As one of LINKIT’s first clients, the partnership with KLM has always been special. In 1998, Bert Peters, a former KLM employee and founder of LINKIT, had the idea of directly seconding staff to end customers.

However, when he stood in front of the KLM hangar with a candidate, Bert found out that the candidate was hesitant about the balance between Wang expertise and Visual Basic. Bert asked the candidate to proceed with the interview, thinking, “We can always say no afterward.” Fortunately, that wasn’t necessary. The candidate was well-known in the field and was greeted warmly by ‘the blue family’ upon arrival.

“That was our saving grace because it ultimately convinced him,” explains Bert.

Over the years, the collaboration has grown into “a calm, stable, and robust partnership,” adds Aart from his role as CIO at KLM.

A joint track record

After 25 years, LINKIT and KLM have completed several successful projects. But the journey hasn’t always been easy. “It’s like a marriage you enter into. For better or worse,” says Aart. “Fortunately, at LINKIT, we are highly agile and flexible, which allows us to easily handle challenges that come our way. We aim to make the best out of every situation. This attitude takes our company far and also aligns well with KLM’s mindset,” explains Eric Holierhoek, CCO at LINKIT.

This resulted in a solid partnership that endured through good times and tough times alike. From the outbreak of the Covid virus to the ash cloud, 9/11, SARS, the Y2K problem, and KLM’s acquisition by Air France in 2004. “After these defining events, where scaling down was inevitable, we managed to quickly get back on track thanks to our intensive collaboration. That speed is really indicative of our strong partnership,” emphasizes Aart.

This long-term commitment forms the foundation of all projects in which KLM and LINKIT have continuously enhanced KLM’s customer experience. A small selection, according to Vincent Morren, Key Account Manager at LINKIT:

• Mobile check-in with the app, making paper tickets a thing of the past.
• Self-regulating algorithms that provide a more efficient infrastructure and support operational decisions.
• The Social Media Hub, enabling KLM to communicate with passengers via social media (which proved crucial during the ash cloud crisis).
• Flying Blue as a leading loyalty program in the industry.
• The Food Waste Reduction Program, where leftover food is analyzed after each flight using video recognition. This helps to reduce waste efficiently.

A goal on the horizon

After 25 years of collaboration, a new phase has begun. KLM is driven to take significant steps in the coming years and take a leading role in the aviation industry. “We are on the verge of a period where technology and digitalization will play an extremely important role for KLM,” explains Aart. It is no surprise that it is a critical pillar within KLM’s strategic plan: ‘Create technological advancement.’

The rationale is clear: “We all fly the same planes with nearly identical seats, so that’s not where the difference is made. The difference lies in your people on board and the frontline staff. By providing them with thoughtful, digital solutions, they can elevate the service to greater heights,” explains Aart.

Only this way will we become the ‘most tech and data-driven airline’ in five years.

“We are on the verge of a period where technology and digitalization will play an extremely important role for KLM“

The first steps to becoming the ‘Most Tech and Data-Driven Airline’

For KLM and LINKIT, the goal is clear, and the path to it is slowly taking shape. “GenAI is often touted as ‘the next big thing,’ but to leverage it, you need to unlock your legacy data. That will be the focus in the coming period,” shares Aart.

In this ‘mother of all projects,’ as Aart describes it, LINKIT will again support KLM in all necessary steps. “Open and honest, with all cards on the table. Because only together can we reach the finish line,” emphasizes Eric.

So, when asked if we can still speak of a successful collaboration between LINKIT and KLM in 25 years, the answer is unanimous: “No reason to think otherwise.”