Air France 2007 Annual Report Download - page 22

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20
2006-07
A leadership strategy
focused on the customer
The trading environment is evolving, with competition
increasing, new responsibilities for air transport companies
and, finally, customers, whether individuals or businesses,
becoming more demanding and requiring a more
customized service. As European leader, Air France-KLM’s
response has been to develop its e-services to make
travel easier, to enrich its product offer with new routes
and to use innovation to enhance in-flight comfort.
Offering a simpler, speedier and more
autonomous experience
E-services bring together a range of automized and
computerized services whose aim is to make travel an
easier, faster and more transparent experience, whether in
terms of booking, checking in or boarding. The
development of e-services is a priority for the Group and
represents a significant source of cost savings.
Booking and purchasing a ticket at
home
On the websites of the two companies, passengers can
purchase a ticket or consult the times of all the flights.
Passengers holding electronic tickets also have full
autonomy in terms of managing their booking.
Electronic tickets are increasingly used and currently
concern close to 80% of the tickets issued by Air France
and more than 90% of KLM tickets. Introduced in 1998,
the electronic ticket will progressively replace the paper
version which will totally disappear by the end of 2007.
Checking in using the websites
Since April 2006, Air France and KLM customers have
been able to check in over the internet for virtually all
destinations offered by the two airlines. At any time from
24 hours to 30 minutes before the check-in limit for the
flight, passengers can print their boarding cards at home
or in the office and select a seat, whether travelling with or
without hold baggage, then go straight to the boarding
lounge at the airport.
Saving time with self-service check-in
kiosks
Air France and KLM also put more than 500 self-service
check-in kiosks located in 63 airports world-wide at the
disposal of their customers. Every day, more than 20,000
customers use them, gaining precious time at check in.
Travellers who do not use the internet can also benefit
from pre-check-in by telephone when departing from an
outstation equipped with self-service kiosks. All they need
then do is withdraw their boarding card from one of the
self-service kiosks available at the airport.
The kiosks are regularly updated and will continue to be
developed in order to offer passengers more functionalities
during the coming months. In December 2006, KLM was
the first European airline to provide its transfer passengers
with self-service kiosks making it simpler and faster to
print a new boarding card if they had missed their
connexion. Air France is going to develop this offer as of
summer 2007. The two airlines aim to have 100 of these
kiosks at Schiphol and 70 at Paris-Charles de Gaulle in
2008.
Passenger activity