To connect LINE and the system used by KLM’s operator, Dentsu Isobar’s proprietary tool, TONARIWA was used. This approach enabled KLM to offer its services through LINE, including a live chat support in Japanese, 24 hours a day, 7 days a week, 365 days a year. Customers are now able to purchase flights, receive e-tickets, modify/reissue their e-tickets, have access to paid features such as seat selection and extra baggage, as well as checking-in and receiving their boarding passes directly through the app’s chat screen. TONARIWA’s bot feature provided a mechanism to guide users to the webpage with the information that they need by just clicking buttons in LINE. Even if some customers have no intention of using the live chat support service, they can still gather all the information they need smoothly, using LINE.