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Air France KLM Strategy

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par PIZZONI Nicolas - ZAPPULLA Damien NGUYEN Kim - MARTOT Cédric - PALLIN Olivier
ESCT -  2008
  

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Mission Statement

By striving to attain excellence as an airline and by participating in the world's most successful airline alliance, KLM intends to generate value for its customers, employees and shareholders.

Vision 2010


The "Vision 2010" strategic plan is rooted in the Company's corporate history and provides a vision of an open and progressive near future. The plan is based on four major challenges to be addressed by Air France:

Achieve best in class service for our customers: Operational performance and the quality of customer relations are two inseparable components for leveraging service excellence. In operational terms, the challenge is to make Paris-Charles de Gaulle airport the European hub of choice for passengers. When it comes to customer relations, the challenge is first and foremost to guarantee that the customer experience matches the promises related to the product and the brand. After this, the aim is to actively provide information and seek to make good the inconvenience suffered by customers in the event of the irregularities and unforeseen circumstances that are part and parcel of airline operations.

Strengthen our competitiveness through change management : It is important to stay out in front, and to actively adjust our offering to changing customer expectations, by maintaining our lead over our competitors where possible. To do that we will make sure that our aircraft are visibly more innovative in all areas and that all stakeholders are better aware of the fact.

Set the example in corporate social responsibility and sustainable development:

Ø With respect to corporate social responsibility (CSR), Air France will continue to deploy its contract-based policy rooted in dialogue with the trade unions, integration through employment, and promote diversity and the fight against all forms of harassment.

Ø In the societal arena, Air France will pursue its corporate stewardship initiatives, notably by providing support for the development of the regions where it operates, requiring CSR credentials of its suppliers and subcontractors, and pursuing its humanitarian and co-development initiatives.

Ø With respect to the environment, the airline industry makes a limited but growing contribution to greenhouse gas emissions, whose correlation to global warming is now an established fact. Air France aims to respond to this in part by pursuing its fleet modernization policy, by reducing the impact of its emissions from operations, deploying environmental plans in every part of the Company, and backing the European Union's Emissions Trading Scheme and actively contributing to environmental protection programmes.

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