European airline Air France has made an update to its latest digital innovations, with a range of solutions including the Air France app, a hold baggage tracking system and the biometric boarding pass, the company is constantly improving every aspect of the customer journey, to ensure a simpler, streamlined and personalized travel experience.
With close to 6.6 million downloads, the Air France app is evolving constantly and offers new features to assist customers, help them personalize their trip and save time.
They can discover these digital innovations at the different stages of their trip -
Additional payment methods - Google Pay and Apple Pay are the latest additions to the classic, secure payment methods available when purchasing your ticket.
Faster check-in – entering your passport details in a single click is now easier than ever before. Simply click on the “Scan passport” pictogram, then place the passport in the specified field. All data is automatically updated.
Real-time airport access indications with geo-localization – irrespective of the customer’s location, they can easily plan their commute time to the airport thanks to a multi-transport itinerary (car, public transport, etc.) in real-time.
A guided airport tour through to the boarding gate – a map is automatically offered to the customer indicating how to get to their boarding gate, making it easier for them to find their way around the airport.
Real-time baggage tracking – each customer receives a notification informing them of the whereabouts of their baggage throughout their trip and the number of the carousel where they can collect their baggage on arrival.
The Air France Play app is also enhanced with new entertainment options. Customers can enjoy more than 160 French and international press publications, more than 50 videos to watch during their flight (films, TV programmes, cartoons, documentaries, etc.) and a selection of music playlists.
Biometrics to simplify the customer’s journey
To reduce waiting time at the airport, Air France is currently testing the biometric boarding pass solution at baggage drop-off points and boarding gates thanks to facial recognition.
When checking in on the Air France app or at an airport self-service kiosk, customers will be invited to scan their passport. The issued biometric pass will contain the passenger’s encrypted biometric facial data from their ID photo while respecting the use of personal data. When dropping off their baggage or at boarding, the customer will simply scan their boarding pass and a camera will identify and authenticate the passenger using facial recognition. In a few months’ time, the matching of the customer’s biometric data and image will authorise the passenger to drop off their baggage and proceed to boarding.
Air France CONNECT, to stay connected throughout your flight
On board its Wi-Fi equipped aircraft, Air France offers a new connectivity service, called Air France CONNECT. Customers can now access three Wi-Fi passes on their own devices (smartphone, tablet, computer):
A free “Message” pass
This allows customers to send and receive messages free of charge on their smartphone or tablet throughout the flight. Customers can also access the website and the Air France app to consult or modify their reservations.
A “Surf” pass
This enables customers to surf the Internet and consult or send emails. Customers can use this service in the following way:
3 euros for the entire duration of the trip on short-haul flights;
As from 5 euros for the entire duration of the trip on medium-haul flights;
8 euros (2,700 Miles), for one hour or 18 euros (6,000 Miles) for the entire duration of the trip on long-haul flights.
A “Stream” pass
Available on all long-haul flights, this includes all the benefits of the Message pass and the Surf pass. The Stream pass allows you to benefit from a high-speed internet connection to enjoy streaming and downloading throughout the flight for just 30 euros (10,000 Miles).
The Air France CONNECT offer will gradually be extended to offer customers additional services and entertainment such as detailed flight information, shopping and a wide selection of films, TV series and documentaries to watch free of charge on their smartphone or tablet.
The Wi-Fi offer is available for Air France customers on board the Boeing 787s and is gradually being installed on board the redesigned Airbus A330s and Boeing 777. In addition, since January 31, 2019, the company has been gradually rolling out Wi-Fi throughout its medium-haul fleet. The entire Air France fleet, excluding regional aircraft, will be equipped by the end of 2020.
Lea, the Air France chatbot dedicated to operating irregularities
To significantly improve the experience of customers affected by an operating irregularity, Air France presents its new chatbot, Lea. This virtual assistant allows customers to remain in permanent contact with the company and offers assistance and support through to the end of their trip. Available in French and English on Messenger, Lea is accessible via a link sent directly to customers by SMS or email. Customers can receive up-to-date information on their flight. Depending on the irregularity, Lea directly sends them information about the proposed accommodation, flight delay or cancellation certificates and compensation vouchers (meals, accommodation, transport, etc.). The meal voucher is used directly as a means of payment thanks to the boarding pass that customers must present to the partners.
Customers can be connected with an Air France agent at any time, at their request.
Thanks to Air France agents, and additional support from its three chatbots Louis, Lea and Lucie, the company responds to its customers 24/7, at every stage of their trip, whatever their request.
