Air France is committed to your well-being
Air France: the first airline to be certified for its service commitments.
In order to guarantee you a level of quality service that matches your expectations and is constant and consistent over the whole of your trip, Air France has for the past two years been committed to a service certification procedure.This has resulted in the official recognition by the independent certification organization SGS ICS that the service provided to its customers by Air France is in conformity (Qualicert label).A list of the 38 commitments made by Air France was validated by a Certification Committee of SGS ICS and published in the Journal officiel in March 2002. This Committee brings together consumer associations, public authorities (the Civil Aviation Authority and the Consumer, Competition and Fraud Prevention Authority) as well as technical experts
Air France's 38 commitments :
A- An attentive and professional attitude.
1-Customers are welcomed and assisted in an attentive and friendly way throughout their trip. 2-Air France's employees speak several languages to make it easier to talk to non-french speaking customers. 3-Air France's employees wear a neat uniform that complies with defined rules. 4-Air France's employees are aware of Service Certification.
B- An effective organization to make things easier for customers.
5-Customers' waiting times during their trips are organized. 6-Air France takes steps to speed up customer check-in and prevent departure areas from becoming overcrowded. 7-For a journey with a connecting flight on Air France, customers only need to check in once for the whole trip.8-In flight, customers enjoy a clean cabin and equipment that is in good working order. 9-The catering service is well organized and complies with good hotel and hygiene practices. 10-Air France monitors its catering service providers. 11-Baggage delivery times for incoming flights are effectively managed.
C- Clear and relevant information.
12-Customers are clearly informed of the opening days and times of Air France's ticket offices and of the reservations telephone number. 13-Air France offers customers the lowest price available at the time of the request and one which matches the characteristics of that request and the distribution channel. 14-Customers have 24 hours to confirm or cancel free of charge a telephone reservation that has not been paid for. 15-Customers can take advantage of ticket refund conditions within published time limits. 16-As soon as they have reserved their flight, Air France informs customers of the information available to them on request. 17-When a reservation is made, customers have access to all the sales information relating to their trip. 18-Customers are automatically informed if a flight is operated by a partner airline. 19-Customers can easily identify Air France and follow directions without difficulty at all stages of their trip. 20-On board, customers receive all the information needed for a comfortable journey.
D- Services and assistance designed for people with special needs.
21-Air France publishes the services it offers to customers with special needs in compliance with the safety rules in force. 22-Families with babies are given special attention to make their journey easier. 23-There is a specific procedure for looking after children of between 5 and 12 years of age travelling alone: identification, supervision, pre-boarding and post-disembarkation. 24-Disabled customers are welcomed, given information and treated according to their special needs with full respect for their dignity. 25-Customers with specific dietary requirements can have appropriate meals if they request them at the time of reservation.
E- Additional and privileged treatment of first and business class customers.
26-There are dedicated check-in counters for first and business class customers. 27-There are priority procedures for reducing waiting times for first and business class customers. 28-First and business class customers have access to Air France's lounges. 29-On board, first and business class customers are given personalized attention. Continuous monitoring and auditing. Following the international audits carried out by SGS ICS, in autumn 2002 the Certification Committee awarded Air France the Qualicert Service Certification for a period of 3 years*. During this period, Air France is being monitored by SGS ICS, which will carry out continuous audits of the airline.
F- Effective management of problems.
30-In the event of a delay or incident (cancellation, change of aircraft, re-routing), customers are informed and are given assistance (if they have checked in). 31-Air France has set up a Reservations Operations Centre (ROC) which, in the event of problems known between 3 days and 4 hours before departure, is used-in accordance with defined rules-to contact customers with special needs, frequent flyers, VIPs and first and business class customers so that they can be offered a suitable alternative solution to the problem. 32-Air France ensures that the number of denied boardings is limited. 33-In the event of denied boarding or downgrading Air France offers customers an alternative solution and pays them the prescribed financial compensation. 34-Customers can be offered a refund or be flown on Air France's next available flight with a seat in the same class, if there is an unnotified change by the carrier operating the flight or a substantial modification to the timetable after a ticket has been purchased that does not suit the customer. 35-In the event of checked baggage being misdirected, Air France assists customers until a satisfactory solution is found.
G- Listening to customers' expectations and measuring their satisfaction.
36-Customers' expectations are the subject of targeted surveys. 37-Customer satisfaction surveys are carried out on board all flights. 38-Air France's Customer Relations Department responds to customers' complaints.
