KLM is moving its written Dutch-language customer service to Manila, where Filipino staff will answer customers with AI translation software.
Internal documents seen by De Telegraaf show 126 full-time roles will go, 71 in the Netherlands and 55 in Curaçao, affecting about 150 people.
Customers who use WhatsApp, Facebook, email or live chat will reach staff in Manila who use a specially built tool to translate questions and replies.
A team of 20 employees there started handling Dutch-language claims in July, and the documents expect the move to be finished in 2027.
Cygnific, the KLM subsidiary that runs the service, told staff the main aim is cutting costs, as labour in the Netherlands and Curaçao is expensive.
According to sources, temporary contracts will not be renewed, and permanent staff who turn down a move to another department must leave.
A KLM spokesperson said the shift will be gradual and handled through natural turnover, with no end date and no forced redundancies.
Air France-KLM said no final decision has been made on merging Cygnific with BlueLink, Air France’s contact centre.
Read our guide to how Dutch dismissal and redundancy rules work.