Air France corporate : Serving our customers better

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Serving our customers better

Welcoming, informing and accompanying the customer throughout his or her trip

In spite of the fact that we are now in the era of mass air travel, and that new technologies have enabled us to develop e-services making the passenger increasingly autonomous, the quality of the relationship that the airline has with its customer is a vital factor in retaining the competitive edge.

In this context, the challenge is in the way we welcome and look after the passenger, in the quality of information we give them, and in our response to their demands. The commercial relationship developed by Air France is therefore based on closeness, reliability and anticipation.

8,000 Air France agents are in direct contact with customers.

In airports, e-services free up staff from the more technical tasks, in addition to ensuring faster, smoother and more autonomous travel.

More available, more mobile, Air France agents are there to anticipate customers’ needs and personalize services according to the customers’ specific needs.

In French airports, 8,000 agents are in direct contact with customers.

24/7 access to Air France services worldwide

24/7 access to Air France services worldwide is now possible thanks to new technologies.

By logging their mobiles onto the website mobile.airfrance.com or by texting, customers can consult current flight schedule updates, the Air France flight schedule, Air France numbers abroad and obtain main details of a reservation.

Inform and accompany passengers in the case of operating difficulties

Air France has a particularly active customer relations service, both with regard to its mission to alert passengers in the event of operating difficulties, or for handling of customer claims.

In the case of unforeseen flight changes (delays, cancellations, flights brought forward, change of routing, etc.), Air France does everything possible to alert passengers concerned ahead of time and to offer them an optimum alternative solution. Air France is the only European airline to offer this service called ROC (Reservations Operations Centre) 24/7.
Another aspect of the customer relationship is handling claims. 118 dedicated staff carry out this important task, which is strategic in retaining customer loyalty.