For the 9th year running, Air France is n°1 for customer relations in the Transport category

At the 21^st edition of the Customer Relations Awards®, Air France was once again awarded first prize in the Transport category for the 9^th year running. The company continues to stand out in this field, particularly thanks to its customer relations and its ability to generate positive emotions through a high-quality travel experience.

Air France’s continues to make a difference and stand out in this field. 91% of customers questioned said that the airline’s teams seemed to enjoy serving them. 87% of them feel that Air France is committed to its customers, whatever the situation. This top ranking is also the result of the consistency between the customer promise and the customer experience. 91% of customers say they know what to expect in terms of products and services.

“We are proud and honoured to receive this award, which once again recognises the commitment of our teams. I would also like to thank our customers for their trust in our airline. The caring attitude is an essential part of the journey, which is reflected within the company in the service signatures shared by us all, both on the ground and on board. In 2023, we continued to raise staff awareness with training courses and by sharing best practices, to continue to offer the “Air France experience” and create emotion for each and every one of our customers,” said Fabien Pelous, SVP Customer Experience at Air France.

For more than 20 years, the Customer Relations Awards® has been rewarding major company brands who provide an outstanding service to customers on a daily basis. 10 sectors of activity – including transport – are evaluated on common performance criteria. For each company, the surveyed customers are invited to give their opinion on 15 criteria that structure customer relations. These criteria are examined from 3 angles – quality of execution, capacity for creating a bond and for creating a positive emotion.

_{Survey conducted by BearingPoint and Kantar in December 2023 among customers and users of companies/administrations, based on a sample of 4,000 people.}