Air France – Ground Operations Department; Charles de Gaulle and Orly airports stopovers

Facilitate change linked to airport customer journey overhaul.

Results :

  • Overhauled ground personnel tasks: check-in and boarding, lounge welcome and transfers – including e-commerce development i.e. self-service ticketing for check-in and transfers, and new standardised check-in system by client type as opposed to destination.

  • Phased out some activities and introduced new ones

  • Designed a competency framework and training and coaching programmes

  • Team sizing and career paths

  • Managerial line rationalisation