CORPORATE SOCIAL RESPONSIBILITY REPORT 2009-10

SAFETY AND SECURITY: PRIORITIES
FOR BOTH COMPANIES
We cannot speak of flight safety without mentioning the tragic
loss of flight AF447 Rio de Janeiro-Paris on 1 June 2009,
which caused the death of 228 people and sent their families
into mourning. It is vital to establish the circumstances that led
to this tragedy, and to identify and put in place the measures
required to ensure such a tragedy never happens again.
Airline safety in all three Group businesses
Flight safety depends not only on equipment and procedures,
but above all on the professionalism, commitment and
attention of all staff. Both airlines go beyond current European
regulations, and both have obtained IOSA certification
(operational safety audits from the International Air Transport
Association).
Both companies guarantee ongoing monitoring and analysis
of safety risks from senior management to ground staff to flight
crews (pilots and cabin crews).
Building security into all operations
With potential threats against aviation from terrorist or criminal
acts, the Group has strengthened its security procedures to
protect its customers, staff and assets.
Noting recent developments linked to the threat of terrorism,
Air France-KLM is actively involved in trials of new equipment,
including including advanced imaging technology to improve
the effectiveness of security checks.
Through its security department, KLM is a major contributor
for finding solutions for an optimal balance between doing
commercial business, a secure operation and the privacy of
Operational performance, including service standards,
is assessed every month. These are included in annual
performance appraisals, and are subject to corrective
measures. For punctuality in 2009-10, Air France and KLM
achieved their objective of being on the podium among major
AEA airlines (operating out of international hubs): Air France is
the third airline for departure punctuality and KLM is the first
airline for arrival punctuality.
Committed to the 7 Service Standards
Much more than a simple internal charter, the 7 Service
Standards now form the core of the commitments charter
made public by Air France and KLM. Displayed at ticket offices
and sales counters, it highlights the pledges made by both
companies to continuously improve their quality of service.
These requirements depend on everyone’s contribution, and
to meet them, the ‘Customer First’ training course helps
staff to build on Air France-KLM’s excellent service quality.
Moreover, all services, without exception, are subject to annual
performance appraisals.
FOCUS ON…
passengers. Well respected by international governmental
bodies, KLM security department often receives requests
to share knowledge and practices. This must lead to a well
considered decision making process in the field of airline
security.
A notable example KLM security department is involved in,
is the Program Innovation Border Management (PVGM), to
create a seamless passenger flow by 2015.
MEASURING THE QUALITY OF OPERATIONAL PERFORMANCE
FLIGHT SAFETY: A TASK ENTRUSTED TO
INDEPENDENT EXPERTS
In the immediate aftermath of the tragic disappearance
of flight AF447 on 1 June 2009, Air France geared up
to fulfill its immediate and future obligations, which
were to provide full support for the families stricken
by the disaster, fully cooperate with the Authorities
leading the investigation, and take protective
measures to bolster operational safety levels.
To take things even further, Air France decided to
launch an in-house initiative dubbed ‘Trajectoire’,
and, at the same time, to ask an international team of
independent experts to carry out an in-depth review
of all processes and activities involved in flight safety.
The panel will submit the recommendations it deems
valid for ensuring optimum safety levels in late 2010.
By opening up to independent experts from outside
the Company, Air France is pinning its hopes on
transparency and intends to demonstrate its desire to
make continuous progress in this crucial area.
Transparency about operational performance
Air France is the only European company to publish the results
of its punctuality each month.
Specific performance targets have been launched, reflecting
the main aspects of the transport contract:
- ensuring planes leave and arrive on time;
- ensuring smooth connections;
- delivering luggage at the destination.
Monitoring customer satisfaction
More than 500,000 onboard surveys were carried out in 2009
on all routes to monitor customer satisfaction, with topics
ranging from initial reservation to final destination. The results
are checked and shared each month by all group senior
managers. As a result of the audit, each department sets out
its own action plans to improve customer satisfaction.
BUILDING A SUSTAINABLE RELATIONSHIP
WITH OUR CUSTOMERS
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