Air France-KLM employees, present all over the world, are the Group’s main asset; they bring to life the Group’s brands and are the face to the customers. Thanks to their collective commitment and their professionalism, the Group is able to offer its customers high-end services and a caring journey and promote sustainable relationships while operating efficiently and safely.


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.


The strategy common to all the Air France – KLM Group’s businesses remains fostering the commitment and motivation of its employees, by offering the working conditions enabling them effectively to fulfil their professional functions, in support of the Group’s levels of performance.

Air France-KLM’s ambition is to be the best place to work, by creating a safe and motivating environment for its employees, and by targeting a strong result in the Employee Promoter Score (EPS). The Group will continue to invest in human capital development and training, to develop the skills of employees and empower them, to enable them to exceed customer expectations.

The relationship that links the Air France-KLM Group to its employees is based on four values: trust, respect, transparency and confidentiality.


Air France-KLM seeks to preserve cohesion by fostering a constructive and transparent social dialogue and by pursuing a policy based on treating individuals with respect and by showing responsibility towards customers. The objective shared by all companies within the Group is the provision of working conditions enabling employees to effectively fulfill their functions.

For Air France – KLM, the coordination of the workplace dialogue takes place in each Group entity and within the Group’s European Works Council, bringing together the representatives of staff whose head offices or entities are based in the European Community. In 2020, there were three meetings of the European Works Council.

This constant and intense employee dialogue has been maintained throughout the crisis, notably via the use of an in house video conferencing system, enabling all the relevant players to exchange ideas, including during the lockdown periods.

During 2020, Benjamin Smith (Chief Executive Officer of Air France – KLM), Pieter Elbers (KLM’s President & Chief Executive Officer) and Anne Rigail (Air France’s Chief Executive Officer) held regular meetings with employees in the various sites, mainly via webconferences due to the situation of public health crisis, to engage in dialogue on current topics.


The relations between the social partners and the General Management enabled all the negotiations on the reconstruction plan to take place in full transparency and in a constructive manner, despite the significant time pressure. In recognition of the loans guaranteed by the French and Dutch States, and recognizing the urgency, the entire social structure mobilized with agility around contributing to Air France – KLM’s long term future.

In total, nearly 80 collective agreements, covering all categories of staff, exist at Air France-KLM.

At Air France, an efficiency agreement was signed with the Cabin Crew unions enabling the number of cabin crew on board the aircraft to be adapted as a function of load factors and the achievement of substantial cost savings during the Covid 19 crisis.

The Dutch government also facilitated a loan package to help mitigate the impact of this crisis. There are conditions attached to this loan package including a mandatory reduction in payroll costs. In October, after intensive negotiations, KLM and the unions reached an agreement on the terms for this mandatory income reduction.

While a workable Social Plan for Cockpit Crew had already been part of an existing collective labor agreement, in 2020 KLM and the unions signed two new Social Plan agreements for Cabin Crew and Ground Staff. These agreements apply between October 2020 and December 2024. These two Social Plans for Cabin Crew and Ground Staff are based on measures aimed at limiting forced lay offs as far as as possible like a voluntary severance scheme and new career opportunities outside of KLM (e.g. a move into the healthcare or education sectors).

In 2017, the pension schemes for Flight Deck Crews and Cabin Crews were de-risked while the pension fund for Ground Staff remains a Defined Benefit scheme. In 2020, KLM and Unions agreed to a defined contribution Scheme (CDC-scheme).

In 2020 also a negotiation result was reached with Ground Staff on a Defined Contribution Scheme. The Pension Fund has been requested to approve and implement this scheme. This is expected in 2021.

For more information, please refer to the Universal Registration Document, section Human Resources :


As of the onset of the public health crisis, in March 2020, Air France – KLM implemented the company public health protocol stipulated by the French, Dutch and foreign governments, and sought to adapt this protocol to its various staff categories during the different phases of the pandemic (lockdowns, curfew).

These health measures were communicated via the different digital communication channels in support of line managers and via a proactive Health and Safety in the Workplace network during the different phases of the crisis: protective measures, the availability of health kits, limitation on the number of days spent in the workplace, closure of the workplace canteens, remote working, certification of professional travel, etc. Meetings of the Health, Safety and Working Conditions Commissions (CCSSCT) were convened at every key stage to agree with the employee representatives the measures to be put in place.

To guarantee optimal working conditions for their employees, KLM, Transavia and Air France enabled the massive development of remote working, A survey was carried out over the summer with 12,200 employees from Air France who worked from home during 2020. The results were very positive with 88% saying that they were satisfied with the resources put at their disposal. At KLM, a feedback survey about the working conditions at home was conducted and 64% indicated that their workplace was sufficient.

For frontline staff in contact with customers or aircraft who were not eligible for remote working, the Air France – KLM Group very rapidly communicated the protection measures to be respected and equipped them with health protection kits.


Within the Air France – KLM Group, the Employee Experience is a key element of its People strategy and a pillar of its Sustainable Development strategy. “Our people deliver our customer experience” and it is through this policy that the company can outperform its competitors. The roadmap is defined in a Flight Plan at the level of every division of the airlines and the Group, including notably an ongoing commitment to staff development, support for initiatives, the promotion of team spirit and reinforcing levels of motivation which is key to weathering the Covid 19 crisis.

To measure the level of employee engagement, Air France and KLM use the Employee Promoter Score (EPS), the in house equivalent of the Net Promoter Score which measures the level of customer satisfaction. In the two companies, a rotating random group of employees is regularly polled to ascertain whether they would recommend Air France and KLM as employers to their friends and family. The results are shared with all staff.

2020 was marked by a very signficant level of commitment from the employees of the Group. Within this unprecedented context, employees mobilized around the transportation of medical equipment and the repatriation of fellow European compatriots stranded abroad.

At Group level, the consolidated EPS increased by 1.6% between 2019 and 2020.