KLM Group posted an operating profit of EUR 706 million on revenues of EUR 10.7 billion in 2022 with an operating margin of 6.6%. Issues during operational ramp-up prevented KLM from delivering the level of service to which customers are accustomed and employees faced major challenges. The figures nevertheless show that customers are eager to continue travelling.
The annual figures bring KLM Royal Dutch Airlines closer to its 2019 results, an achievement that can be attributed to the rapid recovery in the demand for travel after Covid-related travel restrictions were eased in early 2022. Even so, KLM will be facing a number of uncertainties in 2023. Geopolitical tensions, inflation, a possible recession and the high price of fuel could all impact its financial performance.
KLM exceeded expectations in all its markets in 2022, with the exception of Asia, where Covid-19 restrictions continued to impede recovery, specifically in China. Cargo once again made a major contribution to KLM’s performance. E&M also recovered, despite longer delivery times for parts. Transavia had a great summer, with revenues returning to pre-Covid-19 levels.
KLM welcomed 25.8 million passengers on board last year and Transavia 7.7 million. Due to operational problems at Schiphol and KLM’s own labour shortages, the customer experience rating was 37, well below the NPS target of 50. Now that calm has largely returned to Schiphol, we are pleased to see our NPS rising again. Customers responded positively last year to the introduction of our new Premium Comfort Class on intercontinental flights.
Tags: KLM Group