Dialogue between Air France and
its passengers is fundamental to the airline's quality strategy.
Permanent focus on the customer enables customer needs and
changes in behavior to be anticipated and customer
dissatisfaction to be understood. In return, Air France improves
customer service, innovates and increases its commitment
A service standard is a description of the performance Air
France is committed to provide for each aspect of the service
chain. For instance, the passenger is greeted with a smile
from the flight attendant on boarding the aircraft. More
than 300 service standards are currently in use at Air
France. Passengers are regularly invited to fill in
questionnaires in the aircraft and at the airport to comment on
Air France's service. This enables Air France to take over
200,000 measures of customer satisfaction in one year alone.
Uppermost in passengers' minds, the punctuality of flights is a
concern for Air France.
From ranking seventh out of eight major European airlines in
1999, Air France
now ranks third and is still improving.
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