Air France-KLM, a leader in China

Transcription

1 Air France-KLM, a leader in China May

2 Beijing 14 7 Chengdu 4 Wuhan 3 Hangzhou 3 Shanghai Guangzhou 7 Xiamen 3 Taipei 7 Hong Kong 7 7 WEEKLY FREQUENCIES Air France KLM AIR FRANCE KLM NETWORK IN CHINA Air France and KLM operate 88 weekly flights connecting their hubs at Paris-Charles de Gaulle and Amsterdam-Schiphol to 9 destinations in Greater China - Beijing, Shanghai, Hong Kong, Guangzhou, Chengdu, Hangzhou, Wuhan, Xiamen and Taipei. With its partners China Southern and China Eastern, Air France-KLM offer up to 128 weekly frequencies to China. Air France-KLM has a joint-venture agreement with China Southern and China Eastern on selected Chinese destinations.

3 Air France has been present in mainland China since This shared history has given the Company and staff a strong feeling of attachment to the country. Air France and KLM were the first European carriers to serve Beijing, Shanghai, Guangzhou, Hangzhou, Chengdu, Xiamen and Wuhan. Refined cuisine, technological innovations and many more customized offers turn Air France and KLM flights into a privileged experience for every passenger. Before, during and after the trip and on all flights to and from China, Air France and KLM offer all their Chinese customers tailored products and services. In an aim to offer its customers even more choice and possibilities, Air France operates flights to Beijing, Shanghai and Hong Kong equipped with four travel classes, including La Première. The Group is currently European leader between China and Europe, in terms of the number of passengers carried. Air France and KLM operate 88 weekly flights connecting their hubs at Paris-Charles de Gaulle and Amsterdam-Schiphol to 9 destinations in Greater China - Beijing, Shanghai, Hong Kong, Guangzhou, Chengdu, Hangzhou, Xiamen, Taipei and Wuhan. Starting on 27 May 2014, Air France will serve Hong Kong by Airbus A380, the second destination in China to be served by the super jumbo after Shanghai. 3

4 La Première: an inflight service combining comfort and prestige

5 Best & Beyond, Air France s long-haul ambition Enjoy precious moments, relax in your own private lounge where time stands still, fall asleep as if you were in your own bed. Air France invites you on a unique, made-to-measure journey on board its new collection: the La Première suites. Air France is undergoing a transformation and is reasserting itself as a global reference. With soft colours, top-of-the-range materials, exquisite flavours and service excellence, Air France will surprise its guests by defining bold concepts in a refined cabin. La Première, a fully personalized, exceptional service Exclusive, personalized service at the airport At Paris-Charles de Gaulle airport, customers are totally looked after from their arrival, when a porter takes charge of their baggage, to check-in formalities, and then in the La Première lounge. This exclusive itinerary saves precious time, allowing passengers to take advantage of the luxurious La Première lounge at Paris-Charles de Gaulle. An inflight service combining comfort and prestige On board, each suite ensures optimum privacy and enables customers to be totally or partially alone, in absolute comfort. Each customer designs their own journey. Well-being, relaxation and serenity go hand in hand, for an exceptional trip. In an instant, the seat turns into a fully-flat bed over two metres long. The armrests are fully retractable and offer a vast space 77 cm wide. When the curtains are closed, the partition raised and the light subdued, the suite embraces the passenger, for total privacy. Menus prepared by Michelin-starred chefs La Première offers cuisine worthy of the finest restaurants. As in the best French restaurants, Air France receives its guests and offers exceptional service. There are dishes to savour designed by Joël Robuchon, the chef with the most Michelin stars in the world, Régis Marcon, an iconic French chef specializing in regional dishes, Guy Martin, the renowned chef from the Grand Véfour restaurant, Michel Roth, Michelin-starred chef from the Ritz, Anne-Sophie Pic, Michelin-starred chef from the Pic restaurant and several others. At each stage of their trip, passengers are constantly pampered by Company personnel. Consideration, discretion and awareness are the three essential qualities of our ground staff and 1,500 pursers, hostesses and stewards specially selected from Air France s 15,000-strong flight crews to satisfy the expectations of La Première passengers. 5

6 Business, a private cocoon in the sky

7 Business, a private cocoon in the sky In its Business cabin, Air France has created a real cocoon in the sky comfort, space and privacy at the heart of a curved structure. This new seat has been developed around the concept of three F s : FULL FLAT - the seat converts to a fully flat bed for crossing time zones without fatigue; FULL ACCESS - direct access to the aisle, regardless of the seat s location in the cabin; FULL PRIVACY - a protected area through the seat s enveloping curves, providing a true bubble of privacy in the sky. Work, play, eat or sleep, the seat adapts itself to each individual for the duration of the trip. A large, adjustable table, covering 25% more space (48 x 42 cm) than current seats, serves as a high-end dining area or an optimized desk. A second side table, fully integrated into the seat, further expands total available surface. As for storage space, nothing is left to chance. Spaces are provided for easy passenger access to shoes, bags or purses. Books, magazines or tablets slip into a pocket, accessible even when the seat is reclined. Exceptional fine dining Sublime flavours, Michelin-starred menus, in Business class Air France offers exceptional cuisine. Régis Marcon, Michel Roth, Joël Robuchon and Guy Martin are just some of the great names in French haute cuisine who take it in turn to delight customers. Varied aperitifs, delicious main dishes, collections of desserts, the menu is a real gourmet delight. Jean-Marie Massaud, a famous French designer, has designed Air France s new tableware in the Business cabin. Each piece has been carefully designed to evoke lightness and flight, concepts close to the designer s heart. The dishes and plates are subtly raised up, the glasses are slender and the tray is slightly curved. The materials chosen are delicate, with many pieces made from porcelain and fine glass. A 3,000 sq. m. lounge at Paris-Charles de Gaulle Around the world, Air France customers travelling in Business class have access to over 500 Business lounges, including 50 Air France lounges, offering a wide range of services in a calm and welco ming environment, away from the bustle of the airport. At Paris-Charles de Gaulle, Air France Business customers have access to six lounges on departure of their flight (Terminal 2E, 2F and 2G) and one arrivals lounge (Terminal 2C). Air France currently offers the largest Business class lounge on its network at Paris-Charles de Gaulle, situated in the new boarding satellite Hall M of Terminal 2E. Spanning over 3,000 sq. m and dedicated to customers well-being, this new lounge, designed by Noé Duchaufour-Lawrance, allows passengers to make the most of their time prior to take-off or between flights. In this haven of peace, an offer of hot food supplements the snacks and beverages already provided in other Air France lounges. A Clarins beauty care and massage service and shower facilities invite passengers to relax before boarding and Wi-Fi access, touch screens and self-service computers allow passengers to work in peace. 7

8 Premium Economy, a new more comfortable way of travelling

9 Premium Economy, additional comfort and services Since 2009, the Premium Economy cabin has been offering customers a new more comfortable way of travelling for business or pleasure at affordable prices, in a separate cabin. The seat offers 40% more space than Economy class and has won over more than 3 million customers since its launch. Air France continues to improve its comfort by offering new softer seat cushions, a new HD screen and a multi-position foot rest to suit passengers different needs. Economy, offering optimum comfort for all In Economy, the new contemporary seat offers more legroom thanks to the work on its design and ergonomic structure. For more comfort, Air France has worked on the seat cushion and seat back and is using new foam. Wide, soft headrests, which can be adjusted in height and width, adapt to all passengers. The armrests are fully retractable and blend into the seatback, facilitating seat access and promoting rest, especially for parents travelling with children. Choosing one s entertainment programme has never been easier and more intuitive In Economy and Premium Economy, each customer has their own touch screen offering high definition images. The latest generation screen is significantly larger: 12 inches (30.5 cm) in Premium Economy versus 10 inches previously, 9 inches (22.9 cm) in Economy versus 6 to 8 previously. It offers an exclusive in-flight browsing experience, similar to browsing a tablet. With a brand new graphic interface, choosing a programme has never been easier or more intuitive. The browsing interface is available in twelve languages including Chinese. Since this autumn, Air France passengers have been able to enjoy their film as well as the entire in-flight entertainment offer as soon as they board to when they arrive at their destination. This way, customers on average benefit from an additional hour of entertainment, independently of the take-off, landing and taxiing phases. A gourmet dining service On long-haul flights, Air France s meal service combines quality, balanced and original dishes. During the aperitif, Champagne, wine, fruit juice and many other beverages (alcoholic or not) are available for passengers, accompanied by savoury biscuits. A choice of two hot dishes is offered. Customers can try a number of gourmet creations that vary from one month to the next and the destinations served by the Company. This main dish is accompanied by a cool box in the Air France colours containing fruit, cheese and butter, an elegant addition to the meal tray. A starter, dessert and an offer of bread round off this complete meal. At the end of the meal, coffee, tea and liqueurs are served by the cabin crew. A second hot meal is now available on flights lasting longer than 8 and a half hours. On flights lasting more than 10 and a half hours, ice cream is also available for all customers, proving a new gourmet experience during the flight. 9

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11 France is in the air With its new advertising campaign «France is in the air», Air France is daring to be different to carry the ambitions of the Transform 2015 plan. This campaign consists of six visuals illustrating the services offered by the Company: the comfort of the A380, the new La Première cabin, the new Business cabin, gastronomy, the network and SkyPriority. It is supplemented by twelve visuals depicting iconic destinations served by Air France including China. With its new signature «France is in the air», the Company illustrates France s openness and internationality and highlights the positive universal values associated with France: the art of living, a French spirit, luxury brands and Michelin-starred chefs who are popular in France and abroad. 11

12 World Business Class: a new concept of comfort With this new design sustainability and innovation are the two principles

13 KLM s long-haul cabins World Business Class World Business Class is available on intercontinental flights and provides passengers with a new concept of comfort. On flights to China, World Business Class is currently available to Chengdu, Shanghai, Beijing and Hong Kong, and is gradually being rolled out on the other Chinese routes served by KLM. On board: enhanced comfort KLM does its utmost to meet every expectation. In 2011 KLM introduced the new tableware for passengers in World Business Class and Europe Business Class, designed by Marcel Wanders. His designs reflect the past of KLM and give a new, surprising vision for the future. In the same year, Viktor & Rolf introduced the amenity kits. These amenity kits contain all passengers essentials for ensured comfort. The kits contain a toothbrush & toothpaste, socks etc. to make our customers feel as comfortable as possible. New business class interior In 2013 KLM introduced, together with the Dutch top designer Hella Jongerius, a whole new atmosphere in the World Business Class. The feeling of home of the passengers had to be increased by the new design of Hella Jongerius. The full-flat seat contributes to the complete comfort. Besides the recognizable, fresh, blue KLM-color, Jongerius used warm colors to create a comfortable atmosphere. With this new design sustainability and innovation are the two principles. Inflight entertainment Passengers benefit from a state-of-the-art interactive entertainment system, more than 85 films, over 150 TV programs, as well as 50 KLM exclusive audio programs and over 200 CD s. The entire fleet is equipped with this system. Of course passengers can also enjoy reading a wide range of international newspapers and magazines provided on board. A wide range of menus Special attention has been paid to the inflight menus. Passengers can enjoy the following: One of several three-course menus designed in cooperation with Young European restaurant owners A wine list specially selected by well-known sommeliers A light meal or snack on night flights Non-stop Skybreak service on flights of over eight hours (assortment of small snacks and refreshments) In Addition Just before landing at Amsterdam-Schiphol Airport, KLM provides passengers with all the transfer information they need (flight times, boarding gate number, airport map) on the video screens. 13

14 KLM has two modern Crown Lounges at Amsterdam Airport Schiphol

15 At The Airport: Benefits That Save Time Passengers travelling in World Business Class and/or Elite and Elite Plus customers can benefit from a number of exclusive services: - Dedicated check-in desks for World Business Class passengers and SkyTeam Frequent Flyers with Elite or Elite Plus status - Priority baggage handling - An additional baggage allowance of 10 kg (total of 30 kg) - Two carry-on items - Priority boarding - Disembarking for World Business Class and Europe Select passengers - Access to the KLM Crown Lounges - Fast-track customs and police formalities at Amsterdam Schiphol Airport (for flights between Schengen countries) and certain other European airports Lounges At Schiphol KLM has two modern Crown Lounges at Amsterdam Airport Schiphol, one in the Schengen area as well as an Intercontinental Crown Lounge. Together the Crown Lounges offer over 1440 seats on 6,000 sq. m. and are equipped with entertainment rooms with individual screens with TV, music and games on demand. Furthermore there is a separate smoking room and several self service buffet areas with a wide selection of warm, healthy meals, together with snacks and drinks. For passengers with a transfer there are showers or deep rest areas with comfortable seats (only in the Intercontinental lounge). For business travellers who are looking for a place to work; e.g. free WiFi, in-seat power and data ports in several seats and workplaces with a PC are available. 15

16 KLM offers their customers extra comfortable seats in Economy Comfort

17 Economy Class Key benefits Travelling KLM Economy Class on long-haul flights combines comfort and relaxation. Passengers can expect optimum travel conditions at the best value for money. The latest innovations KLM is continuously improving its products and services. KLM Economy Class features a complete range of services to make a journey even more enjoyable: - Ergonomically-designed seats for maximum comfort. - With the video-on-demand system on board our Long Haul fleet, passengers can choose from a large selection of programs on the individual interactive screens built into the seat s headrest. - The possibility of receiving and sending text messages and s. Attentive service to meet individual needs To ensure optimum comfort, KLM offers personalized services - The cabin crew speak several languages - Seats allow passengers to rest and relax - Seats are equipped with adjustable headrests and armrests and lumbar support - Hot towels are distributed before the meal on long-haul flights - A blanket and a pillow are provided for a full night s sleep - Activity sets for kids and baby care items, ensuring everyone enjoys their time on board - A meal and a light meal, regardless of the flight duration, plus snacks on flights longer than 7 hours (including tubs of ice-cream) KLM offers their customers extra comfortable seats in Economy Class, on European or Intercontinental flights. Economy Comfort The Economy Comfort zone offers: - Up to 10 cm (4 inches) more legroom - Up to double the normal recline - Seats in front of the Economy Class cabin Passengers can reserve their Economy Comfort seat online when making their booking or via MyTrip (at KLM.com) up to 48 hours before departure. From the moment passengers arrive at the airport, they have also the possibility of checking in at a self-service kiosk in a dedicated check-in area. Passengers benefit from the following after the flight - Before landing at Amsterdam-Schiphol, passengers are provided with updated transfer information (boarding gate number, departure time) - Once on the ground, they can simply go straight to the boarding gate of their connecting flight - Additional information can be found at one of the KLM transfer desks Passengers can also use one of the self-service transfer kiosks at Amsterdam- Schiphol airport. 17

18 Dedicated reception staff

19 Personalized services for Chinese customers Air France and KLM offer customers travelling on their Chinese routes the excellence of a personalized service combined with a wide range of products exclusively designed for flights to and from China. At the airport Dedicated reception staff At Paris-Charles de Gaulle and Amsterdam-Schiphol airports, Air France and KLM Mandarin and Cantonese-speaking staff are available to assist customers with their departure, arrival, and transit formalities. On board Crew training in Chinese cultural specifics Air France and KLM have created services specifically tailored to accommodate their Chinese passengers. The two companies have established an outreach programme on Chinese culture for their flight attendants. Their gestures and register of language used reflect Air France s constant search for excellence, hospitality and service. In addition, Chinese interpreters have been on board all Air France flights to and from China. Chinese flight attendants are also on board KLM flights. Tailoring in-flight services to our customers In-flight announcements are made in Mandarin or Cantonese depending on the destination of the flight. Adapted versions of Air France and KLM in-flight magazines in Chinese are available for passengers. A selection of Chinese newspapers and magazines are also available on all flights. In each Air France and KLM cabin, an individual screen respectively shows up to 125 and 85 films available in a number of language versions (up to 9), including in the original Chinese version or with subtitles. In all, up to 600 hours of programming are available. A choice of 200 to 300 CDs with an extensive range of music types is also on offer, allowing passengers to compile their own personal programme of music. Air France and KLM have also developed an exclusive service for their Chinese customers. Flight attendants offer all passengers menus translated in Chinese, enabling them to read the menu in their own language, along with oshiboris (hot or cold towels) once they are comfortably seated in the cabin. Air France and KLM offer dishes from around the world Air France and KLM place particular emphasis on openness to other cultures, by listening attentively to customers wishes with regard to their taste in food. While providing a French fine dining experience, Air France pays attention to adapting its menus to the culture or dietary needs of its customers. For Chinese customers, the chefs of Air France s airline catering subsidiary, Servair, develop a range of fine Chinese dishes served in Business, Premium Economy and Economy classes. On flights in Business and La Première to Shanghai, as an alternative to the suggestion of the day, a selection of 6 varied gourmet dishes is offered. On KLM flights to China, the Company also offers Chinese dishes in World Business Class, Economy Comfort and Economy Class. In addition, Jasmin tea is offered in all Air France cabins and Dilmah green tea in all KLM cabins. 19

20 SkyPriority - exclusive advantages from check-in to baggage delivery

21 SkyPriority - exclusive advantages from check-in to baggage delivery At SkyTeam level, SkyPriority delivers the most exclusive benefits offered by the Alliance s 20 member airlines to ensure the smoothest possible experience for passengers travelling in La Première, Business, Premium Economy class as well as SkyTeam Elite Plus members. SkyPriority is operational at the international airports of Beijing, Shanghai, Hong Kong, Guangzhou, Chengdu, Hangzhou, Wuhan, Xiamen and Taipei. The instantly-recognizable SkyPriority logo is printed on boarding cards and features on all airport signage. The free service offers eligible passengers priority at check-in, faster, privileged access to security checks and customs formalities, plus priority boarding. SkyTeam is the first airline alliance to offer Premium passengers a series of priority ground services. SkyPriority is currently available at over 1,064 airports worldwide Over 1,000 destinations with SkyTeam The SkyTeam airline alliance currently has 20 members worldwide including four Chinese companies, China Southern, China Eastern, China Airlines and Xiamen Airlines. In order to provide customers global passenger and cargo transport services, airlines have set up alliances, enabling them to develop their services and increase their growth prospects on all markets. When they travel on one of the 20 SkyTeam member airlines, customers benefit from the same facilities whichever airline they travel on. They can earn miles on all airlines and benefit from over 520 lounges worldwide. In total, SkyTeam s 20 member airlines serve over 1,064 destinations, in 178 countries. 21

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23 Flying Blue - the leading frequent flyer programme Flying Blue, Europe s leading frequent flyer programme with 21 million members, groups together 35 airline and over 100 non-airline partners. The more frequently its members travel, the more their loyalty is rewarded. With the Flying Blue card, customers can access a whole raft of services specially designed to make travelling more enjoyable. At Schiphol-Amsterdam and Paris-Charles de Gaulle airports, Flying Blue Silver members can access the lounge for a fee of 35 euros or 5,000 Flying Blue miles. Flying Blue Platinum/Gold members can purchase access for two guests (maximum) for the same fee or number of Flying Blue miles. On and members are free to consult their account, directly order their award tickets or request mile updates. On the website, members can easily book promotional award tickets exclusively available online: Web@wards. Members can also consult the many ways to earn and spend their miles as well as an exhaustive list of all the programme s partner offers in Flying Blue Store. New members have access to a clear presentation of Flying Blue with a detailed description of the different benefits that come with each status, together with videos and tutorials. 23

24 Stay connected to Air France and KLM with your smartphone

25 The latest technologies serving our customers Before and after your trip, find Air France and KLM on Weibo On Weibo, Air France and KLM answer their Chinese customers travel questions seven days a week. On Facebook and Twitter, KLM answers users in seven languages, 24/7, and Air France currently provides service in nine languages and answers customers questions in French and English, 24/7. Do you have a doubt about your departure time or the maximum baggage weight? Air France and KLM teams are at your service before, during and after your trip and will give you a prompt answer. The airlines also allow customers to book their tickets on Facebook. The Air France and KLM Weibo pages currently have close to 350,000 followers and the two airlines Facebook pages have close to 9 million fans and offer product and service information in addition to contests and special offers. Mobile sites and apps Air France and KLM customers equipped with a smartphone can benefit from a number of free apps and mobile websites ( and allowing them to purchase a ticket and manage their booking directly on their mobile phone. A my space section gives customers the option to enter and save their personal information for purposes of booking flights, checking in or modifying tickets in a few simple clicks. This service is available in Chinese. To round out its presence on iphone and Android, the airline is offering two new apps for download free of charge: «Best offers by Air France» on iphone, and the new «Air France» app on ipad. With large visuals to inspire a desire to escape to faraway places, easy browsing, and direct access to the best fares to help prepare their journey, customers can jet off at the best possible price and make optimum use of travel guides to Air France destinations. KLM also offers the «KLM Movies & More» app available on iphone, ipad and Android, allowing users to discover the in-flight entertainment program before boarding the plane, as well as the «KLM Houses» app giving users the chance to discover KLM s collector s blue delft miniature houses. AF Connect and KLM Connect, an exclusive, free service When booking their flight, customers benefit from AF Connect and KLM Connect, an exclusive, free service, with no registration or subscription, which proactively informs customers of any changes and irregularities during their trip. With the cell phone number and address provided by the customer when purchasing their trip, Air France or KLM will inform and propose an alternative, from 14 days before departure, either by telephone, text message or , of any delay or flight cancellation, a change in gate or after takeoff, delayed baggage delivery. Air France and KLM are the first airlines to offer their passengers a proactive information service on such a wide scale throughout their network. To be personally notified, each customer must ensure that Air France or KLM has a sure way of contacting them by providing contact details (phone, mobile or ) that they will be using during their trip. This information can be provided at the time of booking, either via a call center, an Air France ticket office, a travel agency, on a website or via the «Manage your reservations» section on the Air France and KLM websites. This service is available in Chinese. 25

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27 Air France, close to 50 years presence in China Air France has been present in mainland China for close to 50 years. This shared history has given the Company and staff a strong feeling of attachment to the country. Air France and KLM were the first European carriers to serve a number of Chinese routes - Beijing, Shanghai, Guangzhou, Hangzhou, Chengdu, Xiamen and Wuhan 1966 Launch of the Shanghai service by Air France 1973 Launch of the Beijing service by Air France and suspension of Shanghai route 1996 Launch of the Beijing service by KLM 1998 Resumption of the Shanghai service by Air France 1999 Launch of the Shanghai service by KLM 2004 Launch of the Guangzhou service by Air France 2006 Launch of the Chengdu service by KLM 2010 Launch of the Hangzhou service by KLM 2011 Launch of the Xiamen service by KLM 2012 Launch of the Wuhan service by Air France 27

28 Le ciel passionnément The sky, our passion

29 Air France and KLM, a rich history for an ambitious future KLM and Air France both came into being on 7 October, the former in 1919, bearing the name of Koninklijke Luchtvaartmaatschappij, Royal Dutch Airlines for the Netherlands and its colonies, and the latter in 1933, formed from a merger of five French airlines: Air Union, Air Orient, Société Générale de Transport Aérien (SGTA), the CIDNA and Aéropostale. They were both among the few existing airlines to have been founded before the Second World War. Both have been pioneering players in civil aviation. KLM is celebrating its 94th anniversary this year. As for Air France, this year is the occasion to retrace 80 years of creativity and the art of receiving passengers, as well as 80 years of fashion, film, design and innovations. Events and accessories to celebrate Air France s 80th anniversary In partnership with Airbus, an Airbus A380 with an 80th anniversary logo can currently be seen criss-crossing the skies. An Airbus A320 sports the same logo on the Company s medium-haul routes. Both aircraft will keep this special livery for one year. Throughout the year, 80th anniversary customized products are also being offered to customers paper menus, oshibori, amenity kits, cups, a special film cycle in the in-flight entertainment programme, etc. 80 years of passion on the internet - A website devoted to Air France s 80th anniversary tells the story of Air France based on four passions - network, professions, design and customers, illustrated by many photos and videos. 80ans.airfrance.com - 80years.airfrance.com - A line of 80th anniversary-branded products are available on the AF Shopping site and on board. These include watches, Moleskine notebooks and baggage tags, etc. shopping.airfrance.com 29

30 Air France-KLM Press Office - May