Welcome to AF KL
Winter Kick Off 2012
AGENDA
I.
New Policies
II. New Products
III. Services
Coffee break
IV. Ticketing issues
V. Communication
VI. Quizz
October 2012
Quiz 
I
AFKL New Policies
1. Application of tickets quotas on AF&KL plates
2. Reissuance via BSP
3. Extra bag on VMPD
4. Service fee on AF
I
Tickets quotas on AF & KL plates
 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
 mail.afklagentdesk.kh@airfrance.fr & cc.
sokeo@airfrance.fr
I
Reissuance via BSP
 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
Extra bag on VMPD
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
mail.afklagentdesk.kh@airfrance.fr to
exchange against an EMD
3. Send a copy of EMD extra bag to
Customer
I
Service fee on AF
II
AFKL New Products
1. Winter Schedule
2. Premium Economy
3. Business class
II
Winter 2012 program
1/
Combine routings: 5 weekly flights
•
PNH-CDG-PNH

Via SGN – Pure AF (AF 269 & AF 244)

Via BKK – AF with PG code share AF 8033 / AF 8032
2/
Combine airlines: 1 group, 2 airlines
•
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
II
Premium Economy
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%
II
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%
III
AFKL New Services
How to convince customers to choose AF
1. Product quality
2. Flying Blue
3. Blue Biz
4. E-services
5. Extra services
III
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 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
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
Extra services
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
III A La Carte Menu
Organic
Five meals available
Signature
Lenôtre
22eur
Italia
28eur
Ocean
12eur
Tradition
15eur
18eur
IV
Ticketing rules and conditions
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
IV 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 1. Married segment & its messages
-
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 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 2. Interline and 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 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.kh
 Flight & airport info  Cabin map
 Open 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 5. UM
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 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 8. Extra baggage policy: Online VS. Offline
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
V
AFKL Communication
 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
• Mail.afklagentdesk.kh@airfrance.fr
• Support, Khanratha: 023 96 55 05
• Commercial, Sokunthy: 023 96 55 06
Questions