With «Mini» fares, Air France s quality accessible to all

Transcription

1 With «Mini» fares, Air France s quality accessible to all April 2013 CUSTOMERS 1

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3 Air France intends to adapt to changes in purchasing behavior and new customer expectations while at the same time attracting new customers. To do this, the New Economy Offer, available to 139 destinations on the short and medium-haul network as from 25 April 2013, gives customers the choice between an allinclusive Classic offer and a simplified product, called Mini, with fares starting at 49 euros including tax. With two complementary fare ranges available throughout the year and fares which are fully combinable, this new offering enhances the attractiveness of Air France fares. It is aimed particularly at the 60% of customers whose main priority is to find the cheapest fare. The New Economy Offer is also a guarantee of autonomy by enabling customers to create the offer that best suits them. Finally, it makes the Air France quality of service accessible to all. On board, all customers receive the same service and the same benefits. On the ground, Air France offers assistance to all its customers, from its mobile services that enable customers to manage their trip from A to Z on their Smartphone and its many innovations to save time at check-in and boarding at the airport. With this new fare range that makes the Air France quality of service available to all, Air France is continuing to implement its Transform 2015 Plan, which aims to put the customer at the heart of its development strategy. This initiative is in addition to the renewal of the commercial offer launched in October 2012 with the strategy of moving upmarket, aimed at customers traveling in Business and Premium Economy on the medium-haul network. Air France is clearly illustrating its desire to pursue a policy of constant adaptation of its products and services, and combine efficiency and pleasure in order to earn its customers preference. 3

4 New customer expectations: to find the best fare for their whole trip

5 Air France listens to its customers New customer expectations In recent years, consumer habits have changed in most industries. Whether it s for mobile phones, cars or IT, customers now compare products and prices more and more, thanks to the Internet and mobile technologies, and are looking for the offer that suits their needs perfectly. The purchase of «à la carte» products emerges as a fundamental trend in the evolution of consumer habits. In the airline industry, this change is associated with an overall increase in traffic: more and more people are travelling all around the world. The Air Transport Association IATA believes that civil aviation will surpass the three billion passenger mark in 2013, an increase of 24% over 5 years. This traffic growth is linked to the development of many airlines offering products and services at different prices and more easily accessible, especially online. This increase in products and services is a great opportunity for customers: to travel further and more often or in an improvised way with an à la carte product, while at the same time keeping their spending down. The Air France answer Air France listens to its customers, and has conducted extensive studies to better understand their travel habits. It appears that while nearly 40%* of customers are primarily guided by a choice of products and services, for 60% of them, however, the price is a determining factor when choosing their trip. For these customers, their priorities focus on the essentials: non-stop flights and the best possible fare. Air France s ambition is to enable all customers to exercise their freedom to travel in accordance with a fundamental requirement: the quality of service. The Company intends to make Air France quality accessible to as many people as possible. This is why it is now offering a new offer in the Economy cabin on short and medium-haul routes, designed to meet everyone s needs, offering an all-inclusive service to those who want to preserve flexibility and a simplified product to those who are guided mainly by price. * Study carried out on a panel of over 4,200 medium-haul customers 5

6 Mini fares available on 139 routes

7 139 routes on the short and medium-haul network from 49 euros including tax one-way A new range of fares: Mini Available for bookings as from 25 April 2013, for travel on or after 5 June 2013, Air France will be offering a new Mini fare in addition to its current offer which has been renamed Classic. Mini fares start at 49 euros including tax one way, available to 139 destinations in France, Europe and the Mediterranean. The Mini fare offers a simplified product in the classes corresponding to the lowest fares. This enables customers to save 20 euros per trip compared with the equivalent Classic fare. This is not a promotional offer available for a limited time, but a sustainable range of fares, subject to certain conditions, which offers access to Air France quality and to most of the Company services. In this way, Air France intends to offer the lowest possible fares on a long-term basis. This new Mini fare is initially available on domestic flights from Paris-Orly operated or leased by Air France and on most medium-haul flights on departure from Paris-Orly, Paris-Charles de Gaulle and the regional bases in Marseille, Nice and Toulouse. It will then be extended to other medium-haul routes at a later date. The Mini offer enhances the traditional offer with a unique formula suitable for customers travelling without baggage, who represent nearly half of customers on these routes. The Mini and Classic offers can both be booked on all distribution channels: online, at travel agencies or by phone via the Air France call centers. The characteristics of the Mini offer The Mini offer corresponds to a simplified product at a fare which costs 20 euros less each way than the equivalent Classic fare in the same booking class. It will be launched in the booking classes corresponding to the lowest fares. Customers choosing the Mini fare can carry one piece of cabin baggage free of charge. If they wish to take an additional piece of baggage, they can purchase this option: the checked baggage option is available online for a fee of 15 euros per bag per flight for the first bag and 30 euros if purchased at the airport. On board, regardless of the Mini or Classic fare paid, customers can carry one cabin bag (55 cm x 35 cm x 25 cm maximum) and an accessory such as a handbag or a laptop, with a total weight of 12 kg. A ticket purchased at a Mini fare is not transferable, non-refundable and does not earn miles. With this fare, lower than the Classic fare, customers cannot choose their seat when checking in online, but once they arrive at the airport, they can change the seat that has been assigned to them on a space available basis. All Mini tickets are combinable with Classic tickets. Customers who do not want to check in baggage on the outbound flight but who will need to check one in on the return can choose a Mini fare on their outbound flight and a Classic fare for the return. 7

8 One free piece of checked baggage with the Classic offer

9 All-inclusive fares with the Classic offer The Classic Offer, meanwhile, continues to offer free Air France services in Economy and is aimed at all customers who wish to travel on an all-inclusive ticket. When they make their booking on the Air France website, customers can express a preference for a window seat or an aisle seat. They benefit from automatic check-in from 30 hours before the flight and can change this if they wish, online or at the airport, depending on availability. The ticket is also modifiable up to the latest check-in time. If the customer changes his mind, he may exchange the dates and itinerary of his ticket for a set sum of 70 euros. They can also check in one piece of checked baggage up to 23 kg in addition to the authorized cabin bag and earn 25% to 100% in miles depending on the fare paid. Price Starting at 49 euros including tax one-way Starting at 69 euros including tax one-way Ticket modification - At a fee Seat selection At airport only 1 st checked baggage +15 euros online +30 euros at the airport Flying Blue miles - Cabin bag weighing 12 kilos Free newspapers on board Choice of free drinks and snacks on board AF Connect service With this new fare system, Air France is better taking into account the diversity of customers travel habits by offering them a package that best suits them. 9

10 Easier and faster ground channels

11 Two different fares for the same services at the airport Air France innovations for the benefit of all customers Once at the airport, customers can enjoy all the latest Air France innovations to simplify their check-in and boarding. With the new Express channel, customers can print their own baggage tag at a self-service kiosk and go directly to the dedicated express Bag Drop without queuing at the traditional counters. Easily identifiable «Express» signage has been developed for this purpose at a dozen French airports including Paris-Orly, Paris-Charles de Gaulle terminals 2E and 2G, Bordeaux, Lyon, Mulhouse, Nantes Nice, Pau, Toulon and Strasbourg. At Paris-Orly, customer channels have been made easier and faster with the introduction of five automatic baggage drop-off points. Once they have checked in at a self-service kiosk where they can print their baggage tag, passengers can then go directly to the baggage drop-off point to scan their boarding pass and drop off their bag in exchange for a receipt. The bag then follows the usual channels where it is inspected and secured before being loaded into the hold. There are now five new machines at Paris-Orly Hall 2, enabling customers to save time and enjoy greater autonomy. Even more benefits for frequent flyers Whether they have opted for a Mini or Classic fare, all Elite and Elite Plus customers enjoy all the benefits of their particular status and can check in one additional free piece of checked baggage weighing up to 23kg. At the airport, regardless of the fare paid, Elite Plus customers traveling in Economy also benefit from all the advantages of the SkyPriority channels, from check-in up to baggage claim. They have free access to all lounges on the medium-haul and short-haul network. Customers who have paid a Classic fare earn miles in the usual way. Customers who have paid a Mini fare do not earn Miles. 11

12 Drinks and snacks: on board, Air France quality for all

13 On board, Air France quality for all When they arrive at the boarding lounge, regardless of the fare paid by the customer, there is no difference in comfort or service. At boarding, a selection of French and foreign newspapers is available to all customers, free of charge. SkyPriority customers, SkyTeam Elite passengers and travel saver cardholders enjoy priority boarding at their convenience. Boarding, sequenced from the back to the front of the cabin, then begins for all other passengers in the Economy cabin. All customers enjoy a choice of hot and cold drinks and snacks depending on the duration of the flight and time of day. Air France assistance In the case of an irregularity, whatever the fare paid, customers are assisted by Air France staff. With AF Connect, a free service available in 10 languages, customers benefit from real-time information on irregularities that may occur during their trip, such as flight cancellation, delay or a change of boarding gate. Air France proactively sends automatic messages to customers via or sms and offers them an alternative solution where necessary. Whether customers have opted for a Mini or Classic fare, Air France does all it can to ensure everyone s trip goes as smoothly as possible, regardless of their particular situation. From booking to their arrival at destination, with specially trained ground crews, call centers and dedicated cabin crew, Air France offers assistance to passengers with special needs, such as disabled and reduced mobility passengers, children traveling alone and families. 13

14 Free apps to download

15 Before and after their trip: Air France s attention to detail and quality Air France s attention to detail and quality is also illustrated by all the services it provides to ensure stress-free travel for its customers. A dense and attractive flight schedule Air France s dense flight schedule enables all customers to find the flight that suits them best on a given route. Between Paris-Orly and Toulouse, for example, with 27 daily frequencies, customers can enjoy Mini fares on a wide selection of flights. Your trip on your smartphone With Air France s mobile services, customers can organize all stages of their trip on their mobile phone or digital tablet. They can purchase tickets, manage their booking, check in and receive their boarding pass in just a few minutes, wherever they may be. In addition to the Air France app on iphone and Android, the company has launched two new apps to download free of charge: Meilleures offres by Air France on iphone, and Air France on ipad. With great visuals to inspire a desire to travel, easy navigation and direct access to the best fares to prepare for their trip, customers can find the best fare and enjoy the guide to Air France destinations. 15

16 Air France Press Office - April