KLM Royal Dutch Airlines

A cutting-edge chatbot that will help you find your way with one emoji. Just send an emoji along with your location to KLM on Facebook Messenger and recieve an instant response with the nearest location of the exact place you are looking for. Simple as that.

Looking for a certain shop or a bar to quench your thirst?
Send a matching emoji and we’ll help you find your way.

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KLM is already offering great services through Facebook Messenger before customers start their travel. The brief was to create a service to help KLM customers in a fun and relevant way when they are actually travelling.


In order to help make this a reality KLM Royal Dutch Airlines launched a new emoji service for Facebook Messenger that makes it easy to find your way in an unknown city or country. Looking for the nearest ATM? Simply send the matching emoji 💶  to KLM, share your current location and KLM instantly replies with the nearest address. And what about an Italian restaurant? The matching emoji 🍕 and your location is enough to help you find your way.



The first order of business was to create 2400 responses for all emoji’s. We call this our “Emojinal Intelligence” database 😀. To ensure the responses were relevant, we categorized the locations and linked them to the related emoji. And of course we included a lot of Easter eggs as well! The service is connected to Facebook Messenger through our own API with Google Location data. So as soon as a user sends an emoji and his/her location, it is translated in a query and result for a nearby location matching that emoji is send to the user instantly.

Curious? Send an emoji to KLM on Facebook Messenger and KLM will help you find your way.

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