passenger at airport

Satisfaction and compliance surveys

Air France works continuously to improve its quality of service. We conduct surveys to measure customer satisfaction as well as the quality of our products and services.

Two main surveys

We carry out two main surveys addressed to a sample of customers who have recently traveled with Air France:

  • The eSCORE satisfaction survey, sent by email to a large panel of customers,
  • Quality Observer service compliance survey, intended for Flying Blue Elite and Flying Blue Elite Plus customers, to measure and improve the compliance of our services at each stage of the customer journey.

Both surveys are conducted by the Kantar research institute.

We also conduct other studies

  • Studies concerning the conception and design of our products and services,
  • Studies concerning the quality of interaction with all our services,
  • Satisfaction surveys on specific travel components (Train+Air product, flights on partner airlines).

We participate in studies conducted by third parties such as IATA or Aéroports de Paris. We work with research institutes that are subject to the International Code of Conduct for Market Research, whose rules are set by Esomar, the international marketing research association. We respect the legislation in force concerning the data privacy. We will not re-use your personal data and responses for commercial purposes without your consent. Learn more about the Air France privacy policy