Facebook to monetise its Messenger, going B2C

Facebook is to expand its Messenger service, incorporating extra features that reveal how the social networking giant plans to monetise itsplatform; transforming it from a chat service to a business-consumer hub. As an example, a new feature launched at KLM Royal Dutch Airlines, enables passengers to choose to receive flight updates when they first make a booking. This initiates a chat thread between the airline and the passenger with the latter receiving flight confirmation, updates and notifications of any changes. The passenger also receives a boarding pass that they use to pass through security and board their plane. Messenger also plans to add a "secret" chat feature, and to allow users to purchase items which can be picked up later in person.

Facebook has been talking on and on this past year about turning Messenger into a more than just a chat service, and a service being launched today illustrates exactly what that future looks like. KLM Royal Dutch Airlines is now giving passengers the option to receive flight updates through Messenger. If they agree while booking a ticket, KLM will then start up a chat thread, where it'll send booking confirmation, flight status, and any scheduling changes. It'll also send over a boarding pass, which passengers will be able to use to get through security and onto their flight.

Passengers can chat with KLM support inside Messenger

Digital boarding passes aren't anything new, but Messenger's conversational interface is. It's a familiar way for KLM to get in touch with customers, and a convenient one for the many people who already use Messenger daily to get in touch with friends. KLM goes beyond just sending updates, too — passengers will also be able to chat with KLM support right inside of Messenger.

Receive your booking details via Messenger Use Messenger to get on board. All your travel info in one place. Posted by KLM on Wednesday, March 30, 2016