Air France-KLM Gives Frequent Flyers Free Miles to Assess Airline’s Service
Although the initiative is an honest effort by the airline to improve ground operations, it’s still giving additional perks to already catered-to customers while customers with fewer miles linger in coach class.
Excerpt from Airlinetrends.com
Air France KLM has come up with an innovative twist for its mystery flyers program and is introducing a new so-called ‘Quality Observer’ program. Instead of employing mystery shoppers, the Quality Observers are recruited from the airlines’ community of Flying Blue members.
This joint Air France KLM program is designed to objectively observe and measure if product and services are delivered according to pre-set specifications at every customer point of contact during the actual journey (booking/call centers are planned to be added next year).