As a responsible airline group, Air France – KLM must ensure the safety and health of its customers, employees and partners. This commitment concerns Flight Safety, health safety and the food safety of the services provided on board and in the lounges.

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.

FLIGHT SAFETY

Within a context of crisis and a changing environment, the Group does whatever it takes to maintain the highest level of Flight Safety thanks to its Safety Management System and by supporting its Flight Safety players through specific measures.

All of the Group’s activities are subject to numerous checks and certifications, in particular via the supervisory actions carried out by the Civil Aviation authorities in each country and via the International Air Transport Association (IATA), whose IOSA Operational Safety Audit is a benchmark within the industry. Air France and KLM’s IOSA certifications were last renewed in 2019; the renewal audit for KLM was successfully executed in 2020 and the renewal of the certification is scheduled for 2021.

To achieve the highest attainable standard of Flight Safety, each company updates and reinforces its Safety Management System (SMS) which concretely defines the modalities in place to manage aviation risks.

Management of flight safety risks & Governance

Air France and KLM both use the evaluation method for operational risks recommended by the European Aviation Safety Agency. They have deployed this method in all the operational entities and at all levels of the business. The management of Flight Safety risks, notably through systems compiling flight parameters and situation reports, enables threats to be identified, risks to be evaluated, the implementation of remedial measures and the monitoring of the results obtained. It enables proactive management of the risks to maintain them below the level that is deemed acceptable to the responsible management and monitored by the Corporate Safety Department. An internal quality assurance procedure continuously evaluates the proper functioning of Flight Safety Risk Management.

The specific situation linked to the Covid 19 public health crisis saw the Group realize safety studies aimed at identifying the risks generated by the situation and defining risk mitigation measures enabling the level of safety to be maintained. These actions form part of the international cooperation framework via, notably, participation in the work of the International Air Transport Association (IATA) and the Flight Safety Foundation, and by generating synergies within the SkyTeam alliance and sharing information with the partner airlines.

In that flight safety is an absolute priority for Air France – KLM, the Board of Directors conducts an annual review of the flight safety KPIs, results and measures in place to mitigate the impact of the risks. Flight Safety Committee meetings are also held four times a year at the level of each company, to evaluate the effectiveness of the existing action plans.

Developing a Safety first culture

Building a company wide awareness of the prerequisite for a safety first culture across all the operations is a gradual yet ongoing approach aimed at raising the ambition of the airlines in the Air France – KLM Group. Vocational training is a cornerstone of this culture and thus primarily takes into account the skills and expertise to be acquired in matters of safety: safety training for pilots and cabin crews, training relating to the maintenance professions and ground operations.

The quintessential idea that concerns all employees is a comprehensive safety awareness and a safe working environment, both physical and mental/social. Everyone working in the Air France – KLM Group should feel safe and free to report mistakes and incidents, even caused by themselves. By embracing a Just Culture we learn, develop and improve on a permanent basis.

No accidents or serious incidents took place during 2020. The drafting of reports rate on Flight Safety events by employees was in line with the objective set, thus contributing to the effective functioning of the Safety Management System.

The measures taken during the resumption of operations post the first lockdown to reduce the risk associated with a low level of activity have born fruit. Vigilance nonetheless remains the order of the day hence the launch of a new safety study. The Flight Safety network teams are mobilized to analyse the signals coming from the Safety Management System and to take the appropriate action. The current Flight Safety indicators show no deterioration in the level of flight safety.

SECURITY

In a context of high threat across the entire network – including terrorist, social, political and criminal risks, in many countries weakened by the COVID crisis – as well as a persistent and permanent cyber threat, the Security Departments of Air France and KLM ensure the protection of staff, customers, aircraft and that of our heritage (facilities, infrastructure and IT systems) across our network.

  • In this context, we rely on three fundamental pillars which are:
    Surveillance: we continuously assess the threat in order to put in place all the necessary additional protection measures, upstream or in reaction to an unexpected event.
  • Compliance: we monitor, update and update the measures required by the authorities, within an international, European and national regulatory framework, while maintaining the quality loop inherent in the company’s processes.
  • Monitoring: our security auditors check that the security risk has been taken into account the regulatory and operational compliance of the measures applied, as well as the proper implementation of the additional necessary measures within the outstation organization, the catering, cargo, but also with subcontractors.

Everything is shared and developed with the expertise of flight crew and cabin crew advisers, allowing them to be read specific to the profession.

HEALTH SECURITY

As of the emergence of Covid‑19, the Air France – KLM Group implemented never‑before‑seen measures to guarantee the health and safety of its customers and staff.

KLM, Transavia and Air France under its new label Air France Protect have implemented specific measures at each stage of thecustomer journey guaranteeing the strictest health conditions. Since June 1, 2020, the wearing of an FFP1, 2 or 3 surgical mask has thus been mandatory as of arrival at the airport and on board the aircraft for the whole duration of the flight. For their protection and that of customers, all employees are also equipped with masks.

At the airport, posters, announcements and floor signage remind people of the physical distancing measures. All the sales, check‑in and boarding counters are equipped with plexigras protective screens. The check‑in counters and self‑service kiosks are regularly disinfected. Hydroalcoholic gel dispensers are available throughout the customer journey. Body temperature checks may be implemented on the departure of certain flights.

All the health measures are also implemented in the lounges: hydroalcoholic gel dispenser at the entrance, mandatory wearing of masks, organized physical distrancing and cleaning of all surfaces. The buffet, bar, beauty treatment and children’s spaces have been adapted or closed.

On board, prior to every departure, all the aircraft are thoroughly cleaned: vacuuming of carpets, seats and headrests. All contact surfaces (tablets, armrests, entertainment screens, remote controls, baggage racks, windows and toilets) are cleaned and disinfected. Furthermore, the aircraft are equipped with air recycling systems consisting of HEPA (High Efficiency Particulate Air) filters, identical to those used in operating theaters, which trap 99.9% of particles. The air is thus renewed every three minutes.

During the lockdown phases in Europe, the inflight service was adapted to minimize contact. The teams received detailed instructions and new procedures to be able to work in safety and guarantee respect of the new standards. Lastly, the press and magazine offer and inflight sales was suspended.

Both Air France and KLM achieved 4 stars in the Skytrax “Covid‑19 Airline Safety Rating”, following the global audit conducted by the international air transport rating agency Skytrax. This audit, carried out in December 2020 on several Air France and KLM medium and long-haul flights, evaluates airlines’ safety protocols, primarily the effectiveness and consistency of safety and hygiene measures implemented to protect customers and staff from Covid-19.

FOOD SAFETY

The Air France – KLM Group is committed to guaranteeing food services that are safe for its customers and flight crews. As the years go by the relevant regulations are becoming increasingly exacting. This is why food safety is a key priority for the Group.

Air France and KLM both deploy quality‑control procedures to fulfil these requirements.

The management system is based on four processes, steered by a centralized unit within Air France. The first process is cross‑cutting and applies to the whole risk area: regulatory intelligence, risk analysis and definition of the measures to mitigate these risks, staff training, establishment and updating of the reference standards, monitoring of the action plans, etc. The three other processes are operational and are detailed based on the activity: on board services, water on board and services offered in the lounges.

The management measures are deployed by a Food Safety specialist in each relevant entity: procurement, air operations, ground services, maintenance, operations, international stations, logistics and flight product, etc. They are the guarantors that the measures have been applied within their business lines and report back on functioning together with the associated action plans. The management measures are regularly monitored through indicators and decision‑making committees ensuring the effectiveness of the provisions in place relating to Food Safety.

Despite the significant reduction in the number of flights linked to the public health crisis, the monitoring of Air France’s catering suppliers has been maintained while adapting the model. Food safety audits have continued for some catering suppliers. In‑house microbiological checks, water analyses and temperature checks have been maintained proportional to the Air France flight schedule.

At KLM, risk control relating to food safety is managed in several different ways. Firstly, all KLM caterers are audited at least once a year by an external company, specialized in food safety for inflight catering. These audits are executed by specially‑trained auditors, and are unannounced and on‑site. The audits verify compliance with the QSAI Food Processing Safety and Food Processing Quality standards, based on the HACCP (Hazard Analysis and Critical Control Point) principles. E-audits are conducted to verify the exhaustiveness and effectiveness of the traceability within all KLM caterers.

In addition, all food product suppliers are referenced based on very strict specifications and are the subject of close microbiological monitoring, carried out by KLM’s in‑house ISO 17025‑accredited laboratory.

Back in 2006, Air France became the first airline in the world to attain ISO 22000 certification. An annual audit carried out by an external body verifies that the management system complies with the standard and with the regulatory requirements. In 2020, in response to the standard’s new requirements, Air France made some changes to its management system which were approved by an external audit in November 2020. Internal audits are also realized based on a three‑year plan across all the relevant business lines.

A series of key indicators, one per operational process, form part of a monthly dashboard presented to the Executive Committee. Any malfunctioning flagged, notably, by flight crews or customers, is also studied to be able to implement remedial and/or preventive measures. Throughout the year, several meetings of in‑house steering bodies are held, enabling the monitoring of current events in this area and the tracking of performance via indicators and action plans, with a view to ensuring a continuous improvement.

© AIR FRANCE KLM