Originally Posted by
P330
I think they do (or at least did).
I’m a platinum for life member of KLM. At some point, I got asked to join a focus group and being interested in aviation, as well as a regular traveller, I said yes.
The forum was run by a third party. Essentially, we were handed topics, questions or topics to discuss every few months. We were also free to start conversations ourselves. Periodically, a KLM employee would join in and provide direct feedback.
Loved being part of it. Sometimes, we got to hear things ahead of time. I remember being asked what they should call their extra legroom economy seats at the front of long haul; I suggested economy comfort and they took it and ran with it.
Was quite an insightful time!
Lots of carriers do this. BA did it for a while (although it felt like it made no difference) and I am on a panel for Finnair.