For the second year in a row, KLM (including KLM Cityhopper) again won the APEX World Class Award. This special recognition is awarded by customers and the industry for performance in relation to themes including safety, customer well-being and sustainability. Hospitality and personal contact are also key factors. The prestigious award is presented annually by the Airline Passenger Experience Association (APEX), which evaluates passenger perceptions. Winners are chosen on the basis of worldwide audits and consumer reviews. The airlines must already carry a five-star rating.

The World Class Award reflects service, guest experience, safety and sustainability performance. KLM aims to excel in all these areas in its interaction with customers. As reported by the panel of judges: “The experiences on the ground, in the lounges and during the numerous audit flights were impressive. KLM employees were sincere, friendly and helpful towards all their guests. We experience these qualities as an integral part of the KLM service culture.”


Given the operational challenges of the past year at Amsterdam Airport Schiphol  and within KLM/KLC, coupled with fierce competition, we’re truly honoured that KLM has again been recognised with the World Class Award. We work hard to carry our customers to their destinations safely and comfortably. Sustainability is also an important part of our entire customer journey. Other initiatives include purchasing new, more efficient aircraft, reducing weight where possible and investing in more sustainable fuel. The fact that passengers and the professional panel of judges rate us so highly comes as a wonderful compliment for all KLM employees and motivates us to continue to improve our products and services for all our customers. The recent launch of KLM’s Premium Comfort product serves as a good example here.
Boet Kreiken, EVP Customer Experience

APEX is the largest international organisation when it comes to passenger perceptions related to airlines and has developed into a renowned research and rating organisation. This year’s World Class Award was given to eight airlines. Alongside KLM, this included Japan Airlines, Qatar Airways, Emirates, Xiamen Airlines, Singapore Airlines, Saudia and Turkish Airlines. To stand a chance of winning a World Class Award, an airline must already carry a five-star rating.

Source and Credits https://news.klm.com/klm-wins-apex-world-class-award-2023/