If you look at the comments about this video on YouTube the sentiment is both positive and negative. Some people find it an amazing gesture whereas others bring up past issues traveling with KLM. I think it’s an interesting use of social media to take customer service to a more personable level.
Interesting concept from the KLM team which did some research via social media on some of their customers and surprised them with gifts in order to show their appreciation. One example is a customer who tweeted that they were travelling to New York for the first time, so KLM met them at arrivals with a guide to New York.