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Welcome to AF KL Winter Kick Off 2012. October 2012 AGENDA I.New Policies II.New Products III.Services Coffee break IV.Ticketing issues V.Communication.

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Presentation on theme: "Welcome to AF KL Winter Kick Off 2012. October 2012 AGENDA I.New Policies II.New Products III.Services Coffee break IV.Ticketing issues V.Communication."— Presentation transcript:

1 Welcome to AF KL Winter Kick Off 2012

2 October 2012 AGENDA I.New Policies II.New Products III.Services Coffee break IV.Ticketing issues V.Communication VI.Quizz Quiz

3 1.Application of tickets quotas on AF&KL plates 2.Reissuance via BSP 3.Extra bag on VMPD 4.Service fee on AF I AFKL New Policies

4 May 2012: AF Tickets quota August 2012: KL tickets quota KL tickets allowed to issued & reissued on AF plate & applied AF rules Contact GDS for the format of checking tickets stock Contact AFKL Agentdesk for temporary quotas requests & cc. I Tickets quotas on AF & KL plates

5 BSP agents trained by AF & GDS Collect Fare & Taxes difference on GDS Penalty fee/change fee => BSP link => VMPD Mention new ticket number in VMPD DO NOT FORGET to input VMPD number in the new Ticket AF to stop ticket re-issue for agents on 31OCT 2012 I Reissuance via BSP

6 Steps to issue a VMPD for an extra bag: 1.Purchase Extra bag on VMPD and input ticket number into the VMPD 2.Bring VMPD number to AF via to exchange against an EMD 3.Send a copy of EMD extra bag to Customer I Extra bag on VMPD

7 I Service fee on AF

8 1.Winter Schedule 2.Premium Economy 3.Business class AFKL New Products II

9 PNH-CDG-PNH Via SGN – Pure AF (AF 269 & AF 244) Via BKK – AF with PG code share AF 8033 / AF 8032 AF – to CDG / Via SGN: Interline with VN - 5 flights per week KL – to AMS / Via BKK: Interline with PG, TG - Daily flight AF + KL – to EUROPE via CDG and AMS - Daily flights Winter 2012 program 1/Combine routings: 5 weekly flights 2/Combine airlines: 1 group, 2 airlines II

10 Advantages of Premium with AFKL: * 40% more space compared to Economy * Separate Cabins with curtains, just after Business * 2 Bags of 23kg * Electricity supply to connect a laptop or phone * A free vanity kit (Clarins brand) * A free aperitif + fine chocolate * Flying Blue bonus miles from 100 % to 125% Premium Economy II

11 Business Class Descriptions of its advantages: * Baggage: 2 pieces of 32kgs + 18kg for cabin luggage * wellness kit offered for men and women with Clarins brand * Free flow of French Champagne, red & white wines + finest chocolate * 4 different types of Menus * VIP lounge * Flying Blue bonus Miles from 125% to 175% II

12 How to convince customers to choose AF 1.Product quality 2.Flying Blue 3.Blue Biz 4.E-services 5.Extra services AFKL New Services III

13 Product quality Air France KLM competitive advantages The European airline, among the largest network worldwide with a double hub strategy in CDG & AMS Travel to Europe with 1 ticket and 1 boarding pass The latest in-flight technologies Highest standards of food on board with menus for all Easy to sell, Premium BSP servicing, and local Customer Service Advantageous Baggage policy Visa Denial Waver III

14 Flying Blue Make your customers feel special Why offering FB to your customers? Skyteam, the largest alliance in Cambodia (6 airlines) Free generous Miles accrual for Status upgrade Free Extra bags: As from Silver / Skyteam Elite Lounge access: As from Gold / Skyteam Elite + Priority at check in, boarding and bag delivery Priority waitlist and seating Priority customer services III

15 Blue Biz Increase your customers profits Secure loyalty to your travel agency Why offering BB for your corporate travelers? Free program, no target and easy to use Company earns Blue credits while passenger earns Flying Blue Miles BB credits range from 5%-15% of net fare (as backend) BB + offers up to additional 5% upfront discount Overall 20% discounts VIP Corporate treatment all along the journey III

16 E-services AF KL, the most advanced E-services On your mobile or tablet At home on your computer Confirm flight on Check-in online 30h before flight + boarding pass printing Choose your seat Buy Extra bags Buy Extra Legroom seats (Seat+) Buy a la carte meals Follow-up your claim statutes III

17 Personal Airport Services a.Personal assistance to accelerate airport procedures b.Transfer CDG airport and Paris down-town by Luxury motorcycle taxi, private car or deluxe shuttle c.Home baggage delivery and/or home pick-up d.Registration by phone: +33 (0) Extra services III

18 Organic Signature Lenôtre Ocean Tradition Italia A La Carte Menu Five meals available 28eur 22eur 15eur 18eur 12eur III

19 IV 1. Married segment booking & its message 2. Interline and Code-share tickets 3.Wheelchair, seat, meal and baby basinet 4.Pregnancy 5. UM 6.Pets 7.Visa 8.Extra baggage policy: online vs. offline Ticketing rules and conditions

20 1. Married segment & its messages Book O & D (Origin & Destination) or take risk to get an ADM? Amadeus users: Type HE MSC for help Type RTAM after the booking is made to see if segments are married. Possible codes are: M, T, A, B, R, M. IV

21 -This display shows that there are two pairs of married segments in the PNR. -Segment 2 is married to segment 3, and segment 4 to segment 5 -An asterisk (*) next to a married segment indicator means it is possible to cancel this segment. Message on PNR Abuse MSC => ADM will be raised IV 1. Married segment & its messages

22 2. Interline and Code share tickets For Amadeus User: GGAIRAF INTERLINE: list of the carriers having a traffic agreement with AF. Do not accept a document when the carrier is not listed. HE INTERLINE TGAD-XX/YY TGAD : transaction code -XX : dash, two-character airline code of the validating airline /YY : slash, two-character airline code of the transporting airline EX: TGAD-AF/K6 System respond: AIRLINE NOT IN TABLE IV

23 Code-share tickets: In principle, booking and transportation rules of the Marketing carrier apply. Special requests (UM, Pets. Extra bags…) also depend on the operating carrier rules. Check rules of AF and the operating carrier: GGAIRAF XXPARTNER (XX is the operating carrier) => Consult AFKL Helpdesk for confirmation. IV 2. Interline and Code share tickets

24 3.Wheelchair, seat, meal, baby basinet What kind of additional reservations you can do? 1.WCHR or WCHS 2.Seats reservation 3.Meal 4.Baby basinet seat. Cradle request (BSCT) will be allocated at the airport. Seat map on operated aircraft: Flight & airport info Cabin map Open the type of operating aircraft IV

25 4. Pregnancy -Expectant mother with maximum 32 weeks are accepted. -This procedure applies to AF-operated and AF-marketed flights -28 to 32 weeks of pregnancy must signed the indemnity form for some operating flight. -Recommendations - Travel is not advised: During the last month of pregnancy, 8 th month or 32 nd weeks Within seven days of giving birth For newborns during the first 7 days following their birth IV

26 5. UM Reservation prerequisites: -UM specific fare basis is mandatory Ex: LSRKH/UM0 -UMs years of age -SRUMNR: must be requested on PNR -Contact, name of person seeing off on departure -Contact, name of person to meet UM at final destination AF does not exchange any ticket during Check-in time or at the airport IV

27 UM on code-share or interline (as of 15 Nov12) -Mandatory UM is accepted on AF, KL, DL*, AZ**, YS, DB, UX, WX AND XK operated flights only. Specific feature with DL: UM must be >7 years of age. -AF does not apply the same policy as KL. GGAIRAF XXPARTNER or GGAIRAF MINORS GGAIRKL MINORS NOTE: Make sure your SRUMNR reservation is confirmed before ticket issue. IV 5. UM

28 6. Pets: Dog/Cat Acceptance in cabin (PETC) -Max weight of animal with its container = 6Kg -Only one pet container per pax is allowed ($200) -Cage dimension: 46Lx28Wx24H, must be <115cm -Request must be made in advance in PNR -To enter France, pets must be at least 15 weeks + required vaccinations Note: Some aircrafts/routings are restricted PECT status must be confirmed before ticket issue. IV

29 6. Pets: Dog/Cat Acceptance in hold (AVIH) -Pets + cage must not exceed 75Kg -Charge $200 per container -Max 3 pets or over 75 Kg per pax is allowed. -Request must be made in advance in PNR -3 young pets (14Kg each) may travel in single container -Minimum AVIH connecting time in CDG is >2 hours -AVIH and baggage must be rechecked-in in CDG on case of beyond -AVIH to some routings must mention weight of pets and 3 dimensions of cage ( L x W x H) IV

30 7. VISA Where you can find VISA information? web: VISA, Personalized passport Health, Customs Currency and airport tax information GDS: mention nationality, transit and final destination Ex: On Amadeus, TIRV/NAKH/TRCDG/DELON TIRV, NA, TR, DE: are transaction code KH : paxs nationality CDG: transit point LON : final destination IV

31 8. Extra baggage policy: Online VS. Offline 1.Online purchase: By credit card 30 hours before departure time - AF operated flights only 20% discount off the airport price for 2 nd and 3 rd bag Fare applies to the point of stopover only Another fee applies from stopover point to the final destination Xbag is non-refundable Pax must hold EMD of extra bag at check-in 10 bags included bag/s allowance per pax Note: Extra bag rate will be automatically calculated online. IV

32 2.Offline purchase BSP issue VMPD at full fare rate - 20% discount does not apply VMPD of extra bag must be exchanged for EMD by AF before check-in Pax holds EMD of extra bag at check-in Code-share or interline ticket ? Go: GGAIRAFXXPARTNER (XX:carrier code of operating flight) Fare applies to the point of stopover only Another fee apply from stopover point to the final destination Fee is non-refundable IV 8. Extra baggage policy: Online VS. Offline

33 AFKL Agent Connect monthly newsletter (KH) AF Facebook, follow and Like us on AF KH is the only entry point of communication Support, Khanratha: Commercial, Sokunthy: AFKL Communication V

34 Q u e s t i o n s

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