Mobile Innovations

The digital age has completely altered the relationship between customers and companies. Nowadays this relationship is in constant flux. Consequently customers expect companies to be as proactive as possible and to keep them permanently abreast of any new developments.

Currently 99% of our frequent flyers use mobile phones that they carry or keep close to them round the clock. Several specialist studies* have shown that in 2011, probably the milestone of a billion customers using mobile internet access will be attained and that figure will reach five billion by 2016. In addition it appears that two thirds of Air France frequent flyers use their mobile phones to surf the internet.

A major player in the airline industry in France, Europe and the world, Air France has launched two new services, free of charge, that employ the latest mobile technology:

• "Air France Connect", a new exclusive service, is available for all passengers worldwide providing open access without subscription and giving information about changes or irregularities concerning their trip. This service applies to the most frequently encountered problems such as cancellations, delays or late delivery of baggage,

• A mobile internet site and apps allowing passengers to purchase flights and manage their reservations directly on their mobile phones.

Virtual mobility embraces spatial mobility thus enabling

Air France to become the first airline to employ the latest mobile technology keeping customers informed in real time and in proactive fashion. Thanks to these new services,

Air France intends to define itself as market leader in customer relations.

*Sources: Studies led by the Air France KLM marketing department published in the Figaro newspaper on 14 March 2011