KLM has been successfully communicating with customers using WhatsApp since 2017, sending passengers booking information, check-in notifications, flight information and boarding passes. Now KLM is offering family updates on WhatsApp, too. Once passengers receiving their KLM boarding pass, KLM will send the passenger an invitation to a free group chat, with the customer as administrator. The customer can then invite family and friends into the chat, who can use the chat to ask KLM questions about the flight. The airline will notify family members about flight departures and arrivals, and will update group members on the flight status. KLM will not be able to read messages between group members, and will leave the group when the passenger arrives at their destination. However, the group will remain active so friends and family can share photos in the group.

The service is currently only available in English, and there are plans to expand to other social networks and languages in the future.