KLM Royal Dutch Airlines has announced some changes to its long haul experience, and I must say, the headline caught my attention. The airline is planning a new service concept for intercontinental flights, with “more room for personal contact and an increase in the number of seats.”
More seats and “more room for personal contact?!” First let’s discuss what KLM announced, and then let’s take a look at what actually seems to be going on.
KLM plans intercontinental product changes as of 2027
As of 2027, KLM plans to make changes to its service concept on intercontinental flights. Here’s how the airline frames this announcement:
KLM Royal Dutch Airlines announces a new service concept for both World Business Class and Economy Class. By organising the work differently, there will be more room for personal contact with passengers. At the same time, work on the cabin layout of the intercontinental fleet is also underway, which will result in an increase in the number of seats. With these changes, KLM aims to respond to passenger wishes and make optimal use of the available space in the cabin.
So, what all is changing? In business class, the airline will be introducing new tableware, in collaboration with Marcel Wanders. The Dutch designer is creating new tableware especially for KLM, which will include a new presentation of dishes.
In economy, the airline is introducing a “new service formula,” which is “aimed at serving hot meals faster and creating more space for personal contact with passengers.” For example, the airline is bringing back the after takeoff welcome drink before the meal, allowing for an additional interaction between the crew and passengers.
Next, with these changes, “more passengers [will be] welcome on board,” which is a really cute way to describe plans to densify the cabin. 😉 But the airline insists this won’t be bad for the passenger experience, and instead, “thanks to the new way of working and more efficient loading, fewer trolleys are needed on board.”
So KLM’s plan is to introduce more premium economy seats. This cabin will be expanded to a maximum of 40 seats, depending on the aircraft type. The airline will also add more seats in economy, and will even add two more business class seats on the Boeing 787-9.
Here’s how Paul Terstegge, KLM’s EVP of Inflight Service, describes these changes:
“Our Premium Comfort Class is very well appreciated by passengers and is often fully booked. People want to travel, and the demand for unique and more luxury travel is increasing. With the modifications we are going to make, we can expand the number of Premium Comfort seats. In addition to making optimal use of the space on board, we are simultaneously investing in a more modern product with more room for personal contact. This is how we continue to fly, improve and innovate.”
What is KLM actually changing, in simple terms?
I’d like to think that I’m pretty good at reading airline press releases, as I have a bit of experience with it. 😉 That being said, this is one of the more puzzling ones I’ve seen in some time. So we’re going to see the airline install more seats across cabins, without compromising comfort, and somehow this is also going to leave “more room for personal contact?”
Dutch aviation site Luchtvaartnieuws has the scoop on what’s actually going on here, based on conversations with a spokesperson for the company.
To make room for more Premium Comfort (premium economy) seats, the airline will be reducing the number of Economy Comfort (extra legroom economy) seats on most aircraft. While the 787-10 will see the number of extra legroom economy seats increase from 28 to 35, other planes will see the number of these seats reduced, with some planes having only one row of these seats. For example, the 787-9 will go from 48 extra legroom economy seats to just nine.
Furthermore, the size of the galleys will be reduced, as eight fewer galley carts will be needed per long haul aircraft. This is thanks to new ways for economy meals to be stacked, which will allow each trolley to hold 84 meals, rather than 54. One certainly wonders what changes will be made to meals to allow this more efficient “stacking,” since that raises some eyebrows. Galley space will be reduced in a way where the passageway between the two aisles will be eliminated, freeing up space for more seats, as that extra space is no longer needed.
The airline insists the new layout will also lead to more interaction between flight attendants and passengers, with a spokesperson saying the following:
“Research has shown us that passengers find this important. For example, we want to serve a drink after takeoff again. Currently, we only handed out a bottle of water. At the end of the flight, we’ll also hand out a chocolate or something else. It all creates interaction.”
As you’d expect, a representative for the flight attendant union has expressed concerns about the plan, claiming KLM can’t implement these changes without consulting labor groups (in fairness, this is still two years off from happening):
“It will increase the workload for the crew. We still need to test whether that’s feasible. KLM can’t simply implement it.”
This kind of cabin densification typically won’t be loved by passengers or crews, though I think it’s important to keep in mind the challenges that KLM is facing. The government is increasingly trying to limit flights out of Amsterdam Schiphol Airport (AMS), which is the carrier’s only hub. No other European airline is facing such a structural challenge, where it literally has no airport where it can grow.
So I can appreciate KLM needing to put even more effort into maximizing aircraft real estate than other airlines.
Bottom line
KLM is planning changes to its long haul product as of 2027. The airline plans to make the galleys on aircraft more efficient, increase the number of premium economy seats, reduce the number of extra legroom economy seats, and improve interactions between passengers and crew.
We’ll see how this all plays out, but typically adding seats and taking away galley space isn’t something that leads to better interactions between passengers and crew.
What do you make of KLM’s intercontinental service changes?
KLM is basically the low cost arm of Air France. Currently they have many issues including a series of strikes. AF is introducing high speed starlink wifi and blocked adjacent seats in business on embraers, whilst also refitting cabins. Meanwhile klm has no plans to upgrade the WiFi or block seats on city hopper flights. And they really need to work on the quality of food. I flew on them recently from Tokyo having flown...
KLM is basically the low cost arm of Air France. Currently they have many issues including a series of strikes. AF is introducing high speed starlink wifi and blocked adjacent seats in business on embraers, whilst also refitting cabins. Meanwhile klm has no plans to upgrade the WiFi or block seats on city hopper flights. And they really need to work on the quality of food. I flew on them recently from Tokyo having flown AF outbound and it was like night and day. The food and service on AF was great whereas on KL it was subpar.
"Increased interaction" is a brilliant concept.
Why Korean did not think about it when trying to add 10th seat per row in economy?
"with the new layout, customers seated in the center block of seats will have an opportunity to interact with up to 33% more fellow passengers"
KLM used to employ beautiful Dutch women stewardesses. But these days (with the if DEI), all I see are a bunch of overweight 60 year old women and a lot of men. Letting my Flying Blue status lapse and switching to another alliance.
How does DEI lead to them hiring a bunch of white men?
I don't get this preoccupation with the employees' physical looks. I fly KLM and other airlines to go from one city to another. If I wanted eye candy, I'd go to a strip club. Take the rose-colored glasses off and look in the mirror, you probably don't look any better.
'all I see are a bunch of overweight 60 year old women'
Are you mentally challenged?
These 'overweight 60 year old women' ARE the same 'beautiful dutch women stewardesses' you speak of.
Do you think they are cyborgs and stay 22 and a size 8 for an eternity?
What an absolutely idiotic thing to say.
Doug-Singapore Airlines has a mandatory retirement age for their stewardesses and. Do not hire men.
I’m sure they’ll be happy to lose you as a customer. Maybe you can fly on the Knuckledraggers Express.
Hello KLM!
What an innovative idea. I often feel secluded and isolated while flying Business. Why don’t you remove the existing business class configuration and introduce a blocked economy seating product for Business Class on your long haul flights as well? That way I get to welcome more co-passengers on board and increase personal contact!! Who needs a reverse herringbone when you can get reverse boned with that “spacious” legroom and seat width.
(I am...
Hello KLM!
What an innovative idea. I often feel secluded and isolated while flying Business. Why don’t you remove the existing business class configuration and introduce a blocked economy seating product for Business Class on your long haul flights as well? That way I get to welcome more co-passengers on board and increase personal contact!! Who needs a reverse herringbone when you can get reverse boned with that “spacious” legroom and seat width.
(I am being sarcastic if it wasn’t obvious and the execs at Lufthansa are looking for an alternative solution to the 787 Allegris situation).
Lol, my father doesn't like flying international First and Business Class nowadays because he feels it's too isolating. Same with my grandfather. They preferred the layout back in the day with open seats.
I try to book them on one of Qatar's old 777 J product or the open reverse herringbone seat that they have, because they don't like Qsuites.
"KLM aims to respond to passenger wishes"
... yes, the one thing I constantly hear passengers say is, I wish there were more people crammed into this airplane.
Ambivalent about the other changes, but I'm glad to see more premium econ seats. Those have proven to be a good balance between comfort and cost for flying on FB points to Europe for me.
Premium Economy has proven to be the most profitable for airlines. Therefore the worst value for customers.
I said by points. 60-80k round trip per person, in FAR greater comfort than a regular economy seat, is fine value to me. Especially with how much the seats retail for in dollars, as you said. And not to mention, KLM's practice of day-of paid upgrades for cheap from regular economy is also great value.
In fairness when you fly KLM, BA or Lufthansa, you aren't really after their in-flight meals...
In fairness when you fly ANY airline in economy, you aren't really after their in-flight meals...
"One certainly wonders what changes will be made to meals to allow this more efficient “stacking,” since that raises some eyebrows."
My guess - the items for a single tray will be bulk loaded in a cart. For example, most airlines load carts with pre assembled trays. The trays are stacked three or four per layer, each tray already has say a cutlery pack, side dish, butter, dessert placed on the tray. Crew member places...
"One certainly wonders what changes will be made to meals to allow this more efficient “stacking,” since that raises some eyebrows."
My guess - the items for a single tray will be bulk loaded in a cart. For example, most airlines load carts with pre assembled trays. The trays are stacked three or four per layer, each tray already has say a cutlery pack, side dish, butter, dessert placed on the tray. Crew member places the chosen hot choice on the tray and gives to customer.
Some airlines - for example QANTAS - does not do this. They have the trays bulk loaded in a cart, sides and desserts bulk loaded, buttery packs bulk loaded. The crew member literally 'assembles' each tray as they serve each customer - takes out a tray, adds the cutlery pack, side dish, dessert, hot, gives to customer.
The benefits (for the business) are two fold. First, as you highlight you can fit more meals per cart. Less carts, less galley space.
Secondly, airlines pay caterers not just the cost of the meal items, but also fees to assemble each tray, transport the catering to the aircraft etc. By the caterers simply bulk loading the tray items this saves the airline money. Qantas claims that they do not save money overall as they reinvest the savings of the caterer not assembling the trays into a larger sized hot meal (one third larger than the average airline economy hot meal). But we will have to take their word on that one ;-)
Delta, KLM's JV partner, switched to the bulk load/FA assembled/larger portion model several years ago.
At the moment there is a massive labour dispute going on between KLM and (ground) staff. The past two weeks, today and next week there are strikes going on.
KLM is trying to reinvent itself and is losing a lot of what KLM tries to stand for. It’s an interesting time within the company.
Everything that is not a passenger seat including lavs and galleys does not generate money. KLM is reducing the amount of galley space by being more efficient w/ meal stacking and presentation. AA is reportedly getting rid of bread on some of its aircraft because the space for it on the tray takes up too much room. Airplane bread is generally poor quality esp. if it is sealed in plastic as is the case in...
Everything that is not a passenger seat including lavs and galleys does not generate money. KLM is reducing the amount of galley space by being more efficient w/ meal stacking and presentation. AA is reportedly getting rid of bread on some of its aircraft because the space for it on the tray takes up too much room. Airplane bread is generally poor quality esp. if it is sealed in plastic as is the case in US carrier economy.
A number of airlines have cart storage space outside of the galley or cross aisle passageways such as on some LH aircraft which wastes space.
As for service flow, DL's normal economy service pattern includes a drink service before dinner and then another with dinner and another after dinner as trays are collected - along w/ a water bottle after takeoff. When JV partners have very different service patterns, customers notice.
Air France has improved its quality more than KLM - or other European airlines - over the past few years. This is KLM's opportunity to upgrade its service
"drink service before dinner and then another with dinner and another after dinner as trays are collected"
3 drink services?
Definitely not my recent experience in the back of DL.
Domestic first class seat, economy product, 3x the economy price. Versus extra legroom economy - economy product, economy seat, valued at ~$100 above an economy fare.
Extra legroom economy has been the most cost effective product for families traveling together that want a little extra space. Airlines are gutting it. Premium economy is often just not worth the price, but people keep paying for it.
KLM is not restrained by the capacity in AMS for at least the next decade. They have deliberately maintained a huge regional jet fleet in order to secure as many slots as possible. To some destinations they fly 5 Embraers a day instead of 2-3 mainline jets, just for the sake of hoarding AMS slots.
They'll slowly replace those with larger aircraft and expand that way. It will be a long time until they are...
KLM is not restrained by the capacity in AMS for at least the next decade. They have deliberately maintained a huge regional jet fleet in order to secure as many slots as possible. To some destinations they fly 5 Embraers a day instead of 2-3 mainline jets, just for the sake of hoarding AMS slots.
They'll slowly replace those with larger aircraft and expand that way. It will be a long time until they are in a position like BA in LHR with actual limits on expansion. And even then, being the largest carrier at a slot restricted airport is a great position to be in.
What’s efficient for the airline may not be efficient for the passenger. KLM currently has a high proportion of transit passengers; but UK business travellers who have a choice of transit via LHR or AMS will look at total journey time including the layover. If there are fewer feeder flights to AMS, that means, on average, longer layovers. And at some point LHR becomes a more efficient choice.
Not for everyone: KLM serves more...
What’s efficient for the airline may not be efficient for the passenger. KLM currently has a high proportion of transit passengers; but UK business travellers who have a choice of transit via LHR or AMS will look at total journey time including the layover. If there are fewer feeder flights to AMS, that means, on average, longer layovers. And at some point LHR becomes a more efficient choice.
Not for everyone: KLM serves more of England’s airports than BA (I haven’t checked Scotland, though suspect it’s more balanced). So your proposal to reduce flight frequency would probably work where KLM has no competition from BA.
They are going from 54 to 84 meals per trolley just be changing how they stack them? Why does it sound like the meals will be getting smaller?
Probably adopting a service flow like Delta where they get rid of the coach trays, which allows the individual components to be stacked tighter in the carts, but which increases work for the FAs, who have to hand out individual components. (Hence saying passengers will have more crew interaction.)
With the densification, pax are also getting more 'personal contact' with each other. Who needs dating apps!?
Who knows why it's so incredibly challenging for airlines to say what is simply happening without putting some meaningless customer service spin on it.
They could increase passenger interaction any time they wanted, so this tells you nothing, as if we want lots of passenger interaction for its own sake. Give us drinks, food, services, the things we paid for -- that's the point of customer interaction. I don't care if the FAs walk...
Who knows why it's so incredibly challenging for airlines to say what is simply happening without putting some meaningless customer service spin on it.
They could increase passenger interaction any time they wanted, so this tells you nothing, as if we want lots of passenger interaction for its own sake. Give us drinks, food, services, the things we paid for -- that's the point of customer interaction. I don't care if the FAs walk up and down the aisles 50 times "interacting".
And I don't know another industry where making someone add a task to their responsibilities gets scrutinized by more committees for whether this is in the contract or not.
So ridiculous.