For the 10th year running, Air France is n°1 for customer relations in the Transport category

On 20 March 2025, Air France was once again awarded first prize in the Transport category at the Customer Relations Awards® for the 10th year running. The result of an annual survey carried out by Kantar and BearingPoint, these awards are an essential reference for assessing the quality of communication between companies and their customers.

In 2025, Air France has therefore maintained its position at the top of the ranking thanks to its ability to keep its promises in terms of customer experience. 79% of customers surveyed said that the Air France experience met their expectations. 94% said they trusted the Air France brand, which is unique in the sector. The company is also continuing to make progress in the field of customer loyalty, a criterion that recognizes the company’s ability to build long-term relationships with its customers.

“Air France is extremely proud to receive this award for the tenth year running. I would like to thank and congratulate all our teams - flight crews, ground staff and Customer Service advisors - who are the architects of our caring attitude, a key element in our strategy to move upmarket. I would also like to thank all our customers for the trust they place in us year after year. It is an honour to serve them and will be for years to come.” said Stéphanie Charlaix Meyer, SVP Customer Service at Air France KLM.

For more than 20 years, the Customer Relations Awards® has been rewarding major company brands who provide an outstanding service to customers on a daily basis. 10 sectors of activity – including transport – are evaluated on common performance criteria. For each company, the surveyed customers are invited to give their opinion on 15 criteria that structure customer relations. These criteria are examined from 3 angles – quality of execution, capacity for creating a bond and for creating a positive emotion.

Survey conducted by BearingPoint and Kantar among a representative national sample of 4,000 French people interviewed online at the end of 2024.