We seek to provide comfortable, convenient, and reliable air travel that is accessible to all of our passengers.

L’investissement dans d’autres projets sur la connaissance et la conservation de la biodiversité contribue également à comprendre le dilemme associé aux services écosystémiques comme à la production des biocarburants durables. Si certains types de biocarburants destinés au transport routier peuvent avoir un impact négatif sur la biodiversité, le groupe Air France - KLM veut garantir l’utilisation de carburants aéronautiques durables qui ont l’impact le plus faible sur l’approvisionnement en nourriture, la biodiversité et un impact positif sur le développement local.

PASSENGERS WITH DISABILITIES OR REDUCED MOBILITY

The number of Passengers with Disabilities or Reduced Mobility (PDRM) flying with us is growing every year. In 2020, despite the public health crisis, more than 340,000 PDRM passengers were welcomed by the Group.

This calls for the appropriate assistance involving a degree of complexity owing, notably, to the differences between EU and US regulations. In the US, the responsibility falls solely to the airline and there are no reporting requirements for US citizens and passengers on flights to/from the US. In the European Union, however, the airport authority is responsible for the end‑to‑end assistance of PDRMs during their journeys through airports and customers are invited to transmit this information to the airline 48 hours before departure, the airline then being responsible for forwarding this information to the airport authority 36 hours prior to departure. At Paris-CDG, for example, where more than 80% of PDRM passengers are traveling with Air France, Paris Aéroport (ADP Group) oversees special assistance for Air France passengers via its Passerelle CDG and Samsic service providers. At Amsterdam-Schiphol Airport, PDRM assistance is supplied by Axxicom Airport Caddy.

For disabled and reduced mobility (PDRM) customers, within the context of the public health crisis, the airlines have reinforced their protocols to guarantee their health and well‑being (wheelchairs disinfected daily and after every use, the wearing of masks and gloves by airport assistance personnel, etc.). Lastly, all the communication channels are updated to help customers comply with all the travel conditions (entry documents, tests, etc.).

The Air France dedicated assistance service for passengers with reduced mobility, known as Saphir (Service d’Assistance aux Personnes Handicapées pour les Informations et la Réservation), offers an array of adapted services, such as facilitated booking procedures, airport assistance, baggage assistance and special equipment on board. With some twenty dedicated advisors, Saphir fielded around 56,000 calls in 2020: telephone and online services enable ticket bookings and the provision of the appropriate assistance. A special telephone assistance service for the hard of hearing or deaf customers is also offered. Nineteen other Customer Relations Centers around the world are able to process requests from our PDRM customers via business partner, Accéo.

Air France has also long partnered multiple associations dedicated to disability and has forged strong links with national and European bodies in this field, to cooperate on the design and development of service improvements.

KLM Cares is a dedicated service assisting PDRM customers with the planning and booking of flights. At the airport and on board, KLM offers specially‑adapted facilities and equipment to ensure a seamless travel experience.

Both Air France and KLM cabin crews are specially trained in the assistance needs of customers with disabilities and have received specific instructions to contend with the public health crisis.

At Air France, a Key Customer Club with PDRM passengers has been created. Their feedback has helped to improve certain services, particularly better information, both up‑stream and during the journey, for both customers and frontline staff, in terms of Air France’s Attentive Relationship.

Other new initiatives have also been deployed, such as the upgraded pages on the Air France and KLM websites devoted to PDRMs, providing a wealth of travel tips and pushing tailored information to all passengers based on their type of disability.

For customer‑facing staff, onboard and at the airport, awareness‑raising workshops focusing on the appropriate forms of words and actions to adopt with PDRM customers have been launched, together with IT tools to facilitate their care.

KIDS SOLO

For children traveling alone, which accounts for nearly 500,000 per year (excluding 2020) on Air France flights, we have created our Kids Solo service. Our service is available for children aged 4 and older. The average age of our young travelers is 8 years old.

On the Air France application, parents can book tickets, access and modify the reservation and follow their children’s travel in real time, from check-in to boarding, and from take-off to landing.

Our teams accompany the child and ensure his comfort and safety at the airport, on board and during connections (since the start of the COVID 19 crisis, only on direct flights). On the “Air France Play” application, children can download free content adapted to their age and language: more than fifteen titles in French, English, German and Spanish are available 30 hours before the flight.

Usually, if the connection between two flights is longer than 2.5 hours, children are welcomed in a lounge reserved for children traveling alone. These lounges are specially equipped to offer an activity for everyone. However, UM lounges are currently closed due to the health crisis.

We have developed a tailor-made service on our “Air France” app. On their tablet or smartphone, parents can book tickets for young passengers, access and modify their reservations and also monitor their child’s trip in real time, from check-in to boarding, take-off and landing.

© AIR FRANCE KLM