welcome to af kl winter kick off 2012. october 2012 agenda i.new policies ii.new products...
TRANSCRIPT
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
VI. Quizz
Quiz
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
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 [email protected] & cc.
I Tickets quotas on AF & KL plates
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
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 [email protected] to exchange against an EMD
3. Send a copy of EMD extra bag to Customer
I Extra bag on VMPD
I Service fee on AF
1. Winter Schedule
2. Premium Economy
3. Business class
AFKL New ProductsII
• 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
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 EconomyII
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
How to convince customers to choose AF
1.Product quality
2.Flying Blue
3.Blue Biz
4.E-services
5.Extra services
AFKL New ServicesIII
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
Flying BlueMake 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
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
E-services
AF KL, the most advanced E-services On your mobile or tablet At home on your computer
• Confirm flight on www.airfrance.com.kh
• 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
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)1 72 95 00 77
Extra servicesIII
Organic
SignatureLenôtre
OceanTradition
Italia
A La Carte Menu
Five meals available
28eur
22eur
15eur 18eur
12eur
III
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
1. Married segment & its messages
Book O & D (Origin & Destination) or take risk to get an ADM?
Amadeus users: Type HE MSC for helpType RTAM after the booking is made to see if
segments are married.
Possible codes are: M, T, A, B, R, M.
IV
- 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
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
Code-share tickets: 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
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: www.airfrance.com.khFlight & airport info Cabin mapOpen the type of operating aircraft
IV
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, 8th month or 32nd weeks
Within seven days of giving birth
For newborns during the first 7 days following their birth
IV
5. UM
Reservation prerequisites:- UM specific fare basis is mandatory
Ex: LSRKH/UM0
- UM’s 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
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
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
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
7. VISA
Where you can find VISA information?• web: www.timaticweb.com
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 : pax’s nationality CDG: transit point LON : final destination
IV
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 2nd and 3rd 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
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
AFKL Agent Connect monthly newsletter (KH)
AF Facebook, follow and Like us on
www.airfrance.com.kh/facebook
AF KH is the only entry point of
communication
• Support, Khanratha: 023 96 55 05
• Commercial, Sokunthy: 023 96 55 06
AFKL CommunicationV
Q u e s t i o n s