On 16th March 2026, Air France was once again awarded first prize in the Transport category at the Customer Relations Awards® for the 11th year running. Organized annually by Kantar and BearingPoint, these awards are now an essential reference for assessing the quality of communication between companies and their customers.
In 2026, Air France has retained its top position, thanks to its ability to deliver on its commitments to meeting and even exceeding customers’ expectations. 18% of surveyed customers say that the airline goes above and beyond to provide the best experience possible. Air France therefore continues to make progress, achieving a score above the industry sector average and reinforcing its positive momentum across the three performance criteria assessed in the survey – quality of execution, capacity for creating a bond and for creating a positive emotion.
“Receiving this award for the 11th year running is a source of great pride for Air France.I would like to extend my warmest congratulations to all our teams who interact with our customers on a daily basis, at our airports, in our contact centers and on board our aircraft. Each of them contributes, through their commitment and expertise, to cultivating a personalized and attentive relationship with customers that makes the Air France travel experience unique – both when everything runs smoothly and when challenges arise. This award reflects the excellent scores in our customer satisfaction surveys, with 76% of respondents rating their interactions with our employees as “Excellent or Very good” in 2025.I also want to thank our customers for their continued trust in our airline year after year. We are honored by this loyalty, which inspires us to continue our pursuit of excellence, with unwavering passion, for the years to come”. Fabien Pelous, EVP Customer, Air France
Since 2003, the Customer Relations awards® has been rewarding major company brands who provide an outstanding service to customers on a daily basis. BearingPoint and Kantar survey more than 4,000 customers about the quality of their interactions with companies. 10 sectors of activity are evaluated on common performance criteria – Insurance, Automobile, Bank, Specialty Retail, Mass retail, Service companies, Platforms & E-commerce, Public Services, Tourism and Transport.
Survey conducted online by BearingPoint and Kantar among a nationally representative sample of 4,000 French people at the end of 2025.