How it works:
KLM sends a link to the customer in a private message on Facebook or Twitter. The customer can then select their preferred method of payment and complete the transaction. The social media service agent at KLM then receives a message to say that payment has been received and the customer in turn receives confirmation of the payment.
Now doesn't that sound infinitely easier (not to mention simpler) than calling up a phone agent, explaining the situation after you've already explained it to a social media agent, and going through the payment process over the phone? How much longer until other major airlines adopt this technology as well?
As it stands now, you don't even have to leave their Facebook page to search and buy a flight. Someday this could be the norm.
Still, we wouldn't mind being able to tweet to see if there's a paid upgrade available without having to deal with airport agents, especially now that KLM has introduced that snazzy new World Business Class!
[Photo: KLM on Facebook]