CORPORATE SOCIAL RESPONSIBILITY REPORT 2009-10

5
RESPECT
For many years, Air France-KLM
has ensured the protection of
data supplied by its customers
and has ensured the exclusive
use of customer data only
by and for Air France-KLM
and its partners.
Air France also checks the
advertising burden, perceived
by its customers. The vast
majority of customers feel
that advertising pressure is
acceptable. Air France-KLM
has also launched in-house
applications to better coordinate
messages sent to customers.
FOCUS ON…
ADDED VALUE
6
ECODESIGN
Air France-KLM consider the
environmental and social impact
of their products and services,
through the entire product life-
cycle. To work effectively,
eco-design uses decision-
making tools, including Life-
Cycle Analysis, to optimize
environmental performance
and service provision
(See page 30).
The company has also asked
European design students
to create the meal trays of
tomorrow based on eco-design
principles. The international
competition has been a major
success, providing inspiration
for the Group and suppliers.
KLM, Amsterdam Airport
Schiphol and the Dutch
social-networking site Hyves
challenged young people to
present their visions of the future
of the airline industry in a contest
named Creative Challenge.
The aim was to come up with
the best idea for making flying,
more enjoyable, more efficient
and more sustainable. A jury
selected the best entries.
Air France has applied eco-design principles to
maximize the environmental performances of its
products and services. Going further, as a responsible
company it tries to create social value through service
provision, by promoting the hiring of handicapped
employees in its network of suppliers.
Another example: by replacing the dry cleaning
of Voyageur blankets with normal washing, the
company has cut its environmental impact as well
as allergy risks among passengers. Meanwhile, it
creates social value by the choice of a company from
a suitable industry.
7
RESPONSIBLE
PRODUCTS
To set the standard in the
airline catering industry, KLM is
working closely with suppliers
and a number of NGOs,
including WWF Netherlands,
to improve the sustainability
of its catering products. Calls
for tender give preference to
sustainable alternatives for
palm oil, soya and GMOs
After the introduction of
Rainforest Alliance coffee and
MSC certified fish, which won
a coveted award from the
Seafood Choices Alliance,
14 new sustainable and fair
trade catering products have
been added.
All products and equipment on
board are scrutinized in order to
cut their environmental impact
without reducing quality, while
also trying to improve them
wherever possible.
The new short-haul seat is a
perfect example of this:
developed in partnership with
ergonomists, it offers more
comfort, legroom and a better
recline, and is 4.9kg lighter than
the seat it replaces. Less weight
means less fuel consumption
leading to a reduction of 5,200
metric tons of annual CO 2
emissions
New Air France short-haul seats
8
ADAPTING
With the Recovery program,
Air France offers a proactive
service in case of major flight
delays or problems. Around
201,000 passengers used the
service in 2009, bypassing the
need for customer service.
Where a flight is cancelled or
delayed, Air France’s ROC
service offers customers the
best replacement options:
thanks to state-of-the-art tools,
ROC processes passengers
based on their entire journey,
even in case of multiple
connections, and informs
them as soon as possible
(even before their arrival at the
airport).
KLM also pro-actively informs
its customers on the status of
their flight and if applicable with
rerouting information, as such
effectively using the cell phone
numbers and e-mails addresses
provided by the passengers for
this service.
Together with Air France,
KLM has the ambition to also
pro-actively inform its
passengers in case of baggage
incidents.
During the closure of airspace
after the eruption of Iceland’s
Eyjafjoll volcano, from 16 to
20 April, the Group worked
tirelessly to inform, assist and
transport its customers.
BUILDING A SUSTAINABLE RELATIONSHIP
WITH OUR CUSTOMERS
35