KLM AND PHYSICALLY CHALLENGED PASSENGERS

KLM Royal Dutch Airlines announced the airline is introducing a wholly revised service for its physically challenged passengers as of November 1, 2000. The new service, developed in close consultation with the Netherlands Council for the Physically Challenged, is designed to better meet the specific requirements of passengers whose physical mobility is temporarily or permanently restricted.

Peter Hartman, Managing Director & Chief Operating Officer, presented the first copy of KLM’s new brochure explaining the new service, to Jan Troost, chair of the Council. Both officers expressed their firm intention to sign a newly drafted covenant between the airline and the council providing for regular monitoring of KLM’s new policy in this area to safeguard future quality of service.

The main features of the new KLM service:

· Each KLM aircraft of the types Boeing 767, Boeing 747, Boeing 737 and MD 11 will be equipped with specially designed wheelchairs to allow cabin attendants to wheel passengers to the lavatories and back.

· On January 1, 2001, KLM will open a toll-free international telephone line +800KLMCARES, with service available round the clock and seven days a week, to receive inquiries about facilities for the physically challenged when making preparations for travel, or even during travel. KLM’s general reservations lines, available by dialing +31 20 4747747, will remain open for inquiries until January 1.

· KLM has simplified its behind-the-scenes procedures to minimize the chance that administrative problems may occur to a minimum.

· KLM has published a fully detailed brochure on traveling by KLM for physically challenged passengers in Dutch and English-language editions. The text is also available on the KLM web site www.klm.com in six languages by selecting the options Flight Services and Special Travelers. The brochure provides all the answers to the questions most relevant for this category of passengers. The brochure is available in Braille, large print and audio-cassette versions on request, in both the Dutch and English-language versions.

· KLM is standardizing its service for specific medical circumstances such as passengers requiring transportation on stretchers or special medical equipment.

These measures are designed to substantially facilitate travel by KLM’s physically challenged passengers, providing more accessible and easier transportation on transparent terms. Additionally, service will now be almost completely in line with that offered by KLM’s U.S. partner, Northwest Airlines. This airline was recently recognized with a gold award presented by the U.S.-based National Business and Disability Council for its policies towards the physically challenged.