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Air France-KLM Cares. Elevating Loyalty and the Passenger Experience

Passenger experience is at the top of every airline's agenda and AIR France-KLM is at the forefront creating the best possible experience for their 100 million passengers across 318 destinations worldwide.

The goal of Air France-KLM is the same as other airlines; to provide a smooth passenger journey from the booking to take off to picking up luggage and returning home. But disruption can happen; flights get delayed, baggage gets lost. However, Air France-KLM sees these as moments of truth for their business, where their superior customer service can shine.

It's what we call a recovery paradox. This is a key moment for us and for them to turn them into happy customers and promoters. What we wanted to develop was e-recovery, meaning that all our frontline staff that are in touch with our customers can serve them right away, giving them compensation, giving them vouchers for their next fight, offering the best services that they can do. Not asking them, ‘could you fill a form, please, on our website?

Alexis Corbasson Head of Customer Care, Air France-KLM

To implement e-recovery and enable self-service functionality, Air France-KLM partnered with Pega to build ICARE, a solution that is connecting the dots and allowing Air France-KLM to better serve their customers. They were looking for a solution that wasn’t just designed for agents but could serve all the proactivity and e-recovery initiatives, as well as answer all the needs from the business. It was a tall order; Air France-KLM needed a tool that was ready to use, but also flexible and easy to implement changes down the road.

If the business wants to change the rules, we don't want to wait four months to implement. That was very important for us. We want to remain open to new technology. Four years ago, we were already thinking about AI and many technologies that we see today.

Franck Revel IT Project Manager, Air France-KLM

Like many airlines, Air France-KLM has a very complex ecosystem, with many legacy systems. Rip and replace was not possible. The only path forward was to connect to all the legacy system between both KLM and Air France so that everything worked the same way but with flexibility around other technical considerations and future implementations.

To date, Air France-KLM has connected approximately 15 different systems to Pega with the future goal of implementing Pega step-by-step on all markets with full automation. Additional implementations on the horizon include artificial intelligence modules to develop next best actions. Learning from the past customer care interactions, customer satisfaction score and so on.


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