Something very special happened on my KLM flight from Amsterdam to Los Angeles which underscores how loyalty is won, one guest at a time. This time, it involved a six-year-old guest–my son Augustine–and one of KLM’s iconic Delft blue houses.
KLM Wins The Loyalty Of A Six-Year-Old With A Very Special Blue House
I’ve written about these houses before, which have been a staple in premium cabins on KLM for decades. These decorative little porcelain blue houses are a tangible reminder of flying on KLM.
> Read More: I Scored Three Little Houses on KLM!
Augustine and I have coffee together each afternoon (just foamed milk with a splash of espresso on top for him) and as he stands and watches me make coffee, he often remarks on my own collection of KLM houses, which are on display above the coffee machine.
Augustine was delighted to fly KLM home from our holiday in Germany and triumphantly announced that he too would have his own house. I had to break the news to him that we were flying economy class and only business class passengers receive them. He was so disappointed that I suggested he ask one of the flight attendants, very nicely, if there were any leftover houses in business class at the end of the flight.
With about an hour to go before our landing at LAX, I sent Augustine to the rear galley to make his request. Maybe it was the curls, but Augustine charmed the ladies back there and they promised to check with the purser to see what they could find. It was explained to Augustine that the houses were loaded in Amsterdam for both the outbound and inbound journeys and that there may not be enough.
We are trying to teach Augustine how to better react to being told “no” and so part of me hoped the flight attendants would decline his request, which would be a great teaching moment. But part of me, for Augustine’s sake, hoped that the flight attendants would be receptive to his request.
About 20 minutes later, one of the flight attendants appeared with a big smile on her face and presented house number 33 to Augustine (The Double Palm Tree Museum in Rotterdam). She explained that one of the passengers declined his house, so there was one for Augustine. You should have seen the joy on Augustine’s face. What a very special experience on a very good flight!
CONCLUSION
My son now has obtained what I hope will the first of many KLM Delft Blue Houses. In terms of loyalty, Augustine cannot stop talking about it…or picking up his little house and admiring it. Through a small but beautiful gesture, KLM has created a loyal customer at age six. Augustine has a new favorite airline, which he calls, “Royal Dutch.”
This is really parenting in a nutshell, isn’t it?
“We are trying to teach Augustine how to better react to being told “no” and so part of me hoped the flight attendants would decline his request, which would be a great teaching moment. But part of me, for Augustine’s sake, hoped that the flight attendants would be receptive to his request.”
I definitely feel that way about any number of thing that happen to my own kids.
Does it still have the genever in it? Or do they stock empty ones for kids?
It was sealed and will remain sealed. I love that European airlines don’t get so weird about alcohol.
+1. If the U.S. was a little less puritanical about some things, we’d be a better balanced society.
There’s a way to solve that dislike.
Congratulations, Augustine! Here’s to many more KLM Delft Blue Houses to come.
That’s a nice touch by the KL FAs. Right after the pandemic last year, they were a hit-or-miss, even a bit grouchy, but starting at the end of last year and this year, they’ve been back to pre-pandemic friendliness at least when I flew J with KL.
I applaud your way of raising your kids. This is how I was raised and how I raised mine. I am glad he got the house but knowing how to better react to being told “no” is so crucial for people’s lives and unfortunately the new generations don’t know how to manage a “no”.
Matthew–thank you for the interesting article. I too had a wonderful experience on KLM –although my son was a bit older. After graduating from law school, I took him for a tour of WWII sites in Europe as we are both interested in WWII. We were flying from Munich to Heathrow to go to the Tank Museum in Bovington. A woman boarded with her baby before us and I remarked this is my baby–the flight attendant started a conversation with us about how wonderful it is to travel with your children. She left to help other passengers board. She then came back and gave my son a small gift and a beautiful written note to him on how special it was to travel with his dad. To this day that lifts my spirits when I think about it. Made me a believer in KLM and how great their flight attendants are.
Next time you guys are flying Lufthansa long haul in economy, send him into one of the First Class lounges to ask for a duck 😉
Lol.
The words nicht möglich come to mind, no matter how much he tries to flatter the lovely lounge matrons. 😉
Love this story! Thanks for sharing!
How exciting for him, love the blue
I would have a hard time saying no to those curls :).
What a lovely story. My son was getting spoiled by FAs at that age. One asked if she could give him her personal desert after his face should disappoint when they ran out of his choice during service.
I have been flying with KLM since I was a young Dutchman first at the age of 9. In my twenties I resumed flying on a trip to Canada, my home now, I was told that the flight was overbooked, I didn’t get mad slightly disappointed. Maybe the person attending saw that and told me to check my bags in anyway and go through security. To my big surprise I flew upstairs in business class in a Jumbo jet that day.
Those houses are filled with gin, no?
Yes.
My first international flight was on a KLM DC-8 from IDL-AMS. I remember the kindness of the KLM crew and my experiences as adult similarly impressed me. I would not hesitate to fly KLM again and would recommend them to anyone traveling transatlantic or within Europe.
Matthew, i loved reading this story!
What a handsome young man!! ❤️❤️
Breaking the law. Giving alcohol to a minor (even in countries with sensible policies towards alcohol consumption and age) is a criminal offence! Not to mention a minor smuggling it into the USA. Shame on KLM!,
It was given to me which was given to him. Go bark up another tree with your prudishness.
You must be American….. no doubt…. LOL
@DavidB
Quick question – have you always been retarded or is this a new development?
If reincarnation ends up being real, how can we apply to have a a childhood like Augustine? Blessed.
Very genuine DUTCH Hospitality with a Big Smile!
And did you let him drink it
Looks like it might be more than 3 ounces, how much gin inside? Is it acceptable in a carry-on in the EU and/or the USA? Thank you.
Never had any issues carrying these houses in my carry on luggage, nor did I have to put them in the 1 liter plastic bag as part of my fluid allowance.
I can imagine some countries in the Middle East prohibit bringing them due to the alcohol, but in that case you’d likely already have been given an empty one on the flight out.
Love your stories Matthew and your responses to prude fellow Americans ;-). I am glad he got his house as a memory of the Royal Dutch.