KLM Royal Dutch Airlines is increasing its lounge footprint – introducing its Crown Lounge concept to North America, with two locations opening.
The opening of the lounge in Toronto. From left to right: Laurenske van den Heuvel (Deputy Consul General, Toronto General Consulate of Netherlands), Christina Wendland (Station Manager Toronto, Air France), Jean-Eudes de La Bretèche (General Manager, Canada, Air France-KLM), Marleen van de Pol (VP Customer Experience, KLM), Janik Reigate (Director Strategic Customer Relationships, GTAA) – Image, KLM
The renovated lounges are at Toronto Pearson Airport (Canada) and Houston Intercontinental (United States). Together with the lounges at Schiphol Airport Amsterdam, these are KLM’s only Crown Lounges worldwide.
The refit of these lounges forms part of KLM’s broader strategy – to run a great airline for our customers and our people.
KLM notes that the refit of the lounge will feature Comfortable, stylish and ergonomic furniture and fixtures made of sustainable elements and circular materials were chosen for the refurbishment of both lounges. The lounges will be recognisable thanks to the KLM blue and the use of warm, natural colours.
Additionally, as is also the case in the lounges at Schiphol, KLM’s Delftware miniature houses are on display.
Several seating areas have been created for customers in the lounges. They can choose to work quietly in a more secluded (work) area or opt for more activity elsewhere in the lounge. Customers can also enjoy what the buffet has to offer, with customized options depending on the time of day.
The lounge was opened to celebrations, with all the movers, shakers, employees and representatives from Delta (although your author’s invite got lost in the post). Marleen van de Pol (VP of Customer Experience) performed the official opening of both lounges.
In Quotes
Marleen van de Pol, VP of Customer Experience, said:
We’re very pleased with the positive response from customers, agents and partners who celebrated the openings with us. Investment in signature lounges at international stations are the cornerstone of elevating the premium customer experience, aligning perfectly with our commitment to investing in our new World Business Class and our recently introduced Premium Comfort cabin. Branded lounges add to the connection with our customers in delivering our brand promise of creating memorable experiences.
Supporting the KLM network
KLM offers 81 flights every week to American destinations, including New York, Atlanta, Austin, Washington, Las Vegas, San Francisco and Los Angeles, whilst serving 5 Canadian destinations Toronto, Calgary, Vancouver, Edmonton and Montreal.
Interestingly, for the effort put into the lounge, Houston is visited 6 times a week by KLM flights, whilst Toronto sees 13 flights a week.
That’s a lot of effort for two new lounges. There’s no indication that they will welcome other customers (although it would make sense for Air France to use them too, as well as alliance partners).
It might also be a sign that KLM might be looking at bringing their own brand lounges to a wider reach, rather than relying on outsourced lounges.
We’ll have to see.
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