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KLM Fly Forward is an overview of our initiatives for improving your travel experience.
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KLM always aims to improve your travel experience and works for your travel satisfaction, which brings us to the concept of Design Thinking; develop new products and optimise existing processes in a user-centered manner.

To achieve this, we collaborated with TU Delft and started to experiment in a live, operational KLM environment which explicitly exposes the real needs of real passengers. We call this, “Design Doing at Royal Dutch Airlines”.