Air France 2011 Annual Report Download - page 57

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P E O P L E
Natalie Dijkgraaf
Service Agent, passenger service
at Schiphol, KLM
“I have been a KLM service agent
for the past six years, helping
passengers with check-in and
transfers. It is very interesting since
you need to establish a rapport
within a short space of time.
Customers are now very
autonomous with self-service
check-in kiosks and check-in
by mobile phone so usually I only
need to step in when they need
assistance. It can be passengers
travelling for business or families
going on holiday. It is challenging
sometimes but I am always satisfied
to see customers happy and
properly checked in. I love travelling
and enjoy sharing this passion
with customers.”
AIR FRANCE-KLM 2010-11 Annual Report _ 55