KLM will introduce a new longhaul “service concept” starting in 2027 that it says will create more room for personal contact while also increasing the number of seats across its intercontinental fleet. The plan spans World Business Class to Economy Class, and includes layout changes that add capacity, particularly in Premium Comfort (premium economy).
KLM Details New Longhaul Service Concept And Cabin Layout
KLM frames the initiative this way:
KLM Royal Dutch Airlines announces a new service concept for both World Business Class and Economy Class. By organising the work differently, there will be more room for personal contact with passengers. At the same time, work on the cabin layout of the intercontinental fleet is also underway, which will result in an increase in the number of seats. With these changes, KLM aims to respond to passenger wishes and make optimal use of the available space in the cabin.
Ok, so KLM is telling us it is going to densify its cabins, no?
Paul Terstegge, KLM’s EVP of Inflight Service, adds:
“Our Premium Comfort Class is very well appreciated by passengers and is often fully booked. People want to travel, and the demand for unique and more luxury travel is increasing. With the modifications we are going to make, we can expand the number of Premium Comfort seats. In addition to making optimal use of the space on board, we are simultaneously investing in a more modern product with more room for personal contact. This is how we continue to fly, improve and innovate.”
As part of the “more personal contact” theme, KLM says it will bring back a welcome drink after takeoff in economy, aim to serve hot meals faster, and add a small treat near the end of the flight. Premium Comfort cabins will be expanded to up to about 40 seats depending on aircraft type, and KLM indicates there will also be additional seats in economy. On the Boeing 787-9, two more business class seats are planned.
You can read my review of the 787-9 in economy class and business class and 787-10 in economy class and business class.
What Is Actually Changing
Dutch outlet Luchtvaartnieuws reports that beginning in 2027 KLM will reconfigure 58 intercontinental Boeings (777s and 787s) to carve out more space for Premium Comfort by shrinking galley areas and changing how catering is loaded. In practical terms, KLM plans to increase Premium Comfort toward a ceiling of roughly 40 seats; for example, the 787-10 would go from 28 to 35 Premium Comfort seats.
To make room, KLM will reduce the number of Economy Comfort (extra-legroom economy) seats on most aircraft. On the 787-9, Economy Comfort would drop from 48 seats to just 9, while “in a number of Boeings” only a single row of Economy Comfort would remain. KLM also expects a modest increase in standard economy seats.
The galley footprint will be cut by loading economy meals differently so that each trolley can hold about 84 meals rather than 54, allowing up to eight fewer trolleys on long-haul flights. With fewer trolleys, KLM says the cross-aisle passage in the galley is no longer needed and will be removed, freeing additional space for seats. One tradeoff noted is that if you need a lavatory on the opposite aisle, you may have to walk forward or aft around the galley rather than cutting through.
KLM links these layout changes to its “more contact with passengers” goal, pointing to touches like a welcome drink after takeoff and a small handout before landing to create additional interaction. A cabin crew union representative has raised workload concerns and says the plan will still need testing before implementation, but of course, this change is almost two years away…
One nice thing about KLM economy class is that you are very well fed (unlike SAS and even Air France)… hopefully that won’t change. I’m honestly wondering why the press release mentions “personal interaction” so often. I’ve had wonderful KLM crews over the years…but I always thought the interaction level was fine in its current form.
CONCLUSION
KLM is packaging these upcoming changes as a win for both passengers and crew, promising more interaction, faster meals, and upgraded touches. In reality, the plan is also about maximizing revenue by expanding Premium Comfort and increasing seat counts in the back. Whether passengers experience the “more personal contact” KLM promises or simply notice fuller cabins will become clear once the first reconfigured aircraft take to the skies in 2027.
image: KLM / hat tip: One Mile At A Time
Interesting. What caught my attention more than anything is there announcement that they are squeezing in more meals to a trolly. KLM catering on European business already is worst in class because they can’t be bothered to spend a few Euros more to deliver decent meals. It’s on of the most discussed topic among KLM/AF Platinums on Facebook.
I can’t help but wonder how much worse the catering will be in Premium Economy/Economy in order to squeeze that much food into trolleys.
Agreed…it’s alarming.
And while intra-Europe J is a low point for the KLM soft product, longhaul Y is where it shines.
Welcome drinks may return to economy…but at what cost to the meals?
KLM cancelled my flight from AMS – IAD last Friday and rebooked me on Lufthansa KRK – MUC with a one hour layover (which I knew was impossible to make) and then United MUC – IAD. Unfortunately I wasn’t able to contact customer service due to being without wifi as I was traveling to Krakow via train when this happened. Spent the night at Krakow Airport and spoke to both Lufthansa and KLM check-in desks but no one was able to change the second flight which I missed and then had to spend five hours at Munich Airport. Lufthansa got me on their flight leaving at 4:25 which arrived over 20 minutes late into IAD. Terrible situation and I’ve lost faith in KLM and will never use them again. The woman at Krakow check-in had absolutely no empathy.
Sounds awful……and all you need is one major to start a precedent and then it’s awful on every airline. As always, …….. just a matter of time.