Air France 2007 Annual Report Download - page 23

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2006-07
21
The first departure hall in Europe
offering only self-service check-in
kiosks was inaugurated in June
2006 at Schiphol airport.
The airport’s new hall 2 has 60 self-
service kiosks as well as 56
baggage drop-off points, increasing
the check-in capacity of KLM
and its SkyTeam alliance partners
by 66%.
Real time information
Everywhere in the world, all round the clock, Air France
and KLM services are accessible from cell phones with
internet access. Customers can consult the latest flight
news and Air France and KLM flight schedules, find the
telephone numbers for contacting the two airlines and
check their Flying Blue air miles balances. Some of these
services can also be downloaded to a Personal Digital
Assistant (PDA).
Support for our customers
The customer relationship is still very much the focus of
Air France-KLM’s business and this increased customer
autonomy needs to be supported. Thus, the possibilities
offered by internet-enabled cell phones allow, whatever
the time and place, the provision of real-time customized
information. SMS messages can be sent to inform
customers of delays and offer them alternative solutions.
This use of new information technologies allows customer
recognition and response both before and after the flight.
The leading European frequent flyer
program
Flying Blue is the leading frequent flyer program in
Europe, with 12.6 million members. They benefit
from the Group’s combined network, earning air
miles which may be used on some 16,600 daily
flights operated by SkyTeam alliance members, as
well as with 130 airline and commercial partners.
Born of the merger of Air France’s Fréquence Plus
and KLM’s Flying Dutchman, this program has four
levels: Ivory, Silver, Gold and Platinum. At
www.airfrance.fr and www.klm.com, Flying Blue
members can consult their air miles account, spend
their air miles, request that miles be credited and
access Web@awards, special price offers which are
available only online.
Flying Blue members are very responsive to
technological innovation: 90% of reward tickets are
issued in electronic form, 1.3 million new members
signed up using the Air France or KLM websites and
70% of members have provided their email
addresses.
Flying Blue has won five awards recognizing it as the
leading frequent flyer program in Europe.