Frequently Asked Questions Quality Observer Programme



How do you select your Quality Observers?

With the Quality Observer programme we aim to regularly cover all AIR FRANCE and KLM stations (including respective flights). We invite our valued Flying Blue Elite members – as experienced travelers - to participate as Quality Observer during one of their booked flights, based on the destinations/flights which are planned to be observed.

How is the survey set-up?

The Quality Observer programme is designed to observe the quality of service of AIR FRANCE and KLM during a journey. A mobile application is chosen as research tool, in order to give the Quality Observers access to the questionnaire while people are on the go. Besides answering the objective YES/NO questions, the application also allows Quality Observers to add remarks and/or to take pictures to illustrate their answers. This gives AIR FRANCE and KLM optimum input to evaluate and, where needed, improve their quality of service.

You will find a short instruction movie on the Quality Observer programme below.

Should I -at any time- make myself known as Quality Observer towards staff?

As to safeguard the optimal objectivity in results it is important that you do not make yourself known as Quality Observer at any time towards airline or airport staff.

In which languages the questionnaire is available?

The Quality Observer programme is available in French and English. Based on your preferred language known by the AIR FRANCE and KLM Flying Blue programma, you are invited in either French or English. You may change the preferred language of the mobile application yourself, within the settings of the app.

On what devices can I participate?

A mobile application is chosen as research tool, in order to give the Quality Observers access to the questionnaire while people are on the go, in areas where internet access is limited (airports, abroad). The app is designed for devices with iOs or an Android operation system. You can also participate with your iPad or Android tablet. The layout of the application is somewhat different, since the app is mainly designed for a mobile phone.

How do I log in to the app?

You can log in to the app with your user name, which is your Flying Blue Number. You can use the password you chose when you created your account for the app. If you can’t recall the password you have chosen for the app, you can click on 'Forgot password?' on the login screen in the app to reset your password).

How often will I be invited to participate?

Each Quality Observer will be asked to participate on a limited number of flights a year, per invitation the Quality Observer can indicate to participate or not.

What happens to my personal information?

Your personal flight information is needed to confirm that you took part in the flight. After your observation, your personal information will not be used for processing. Your observation is combined with that of other passengers on the same flight/destination in order to obtain a complete picture of the quality of service. We respect all privacy laws (see the privacy statements on AIR FRANCE and KLM websites) and adhere to the Code on Social and Market Research and Professional Standards as set forth by ICC/Esomar, the world association for market research. Neither your personal data, nor the answers you give in the survey will ever be used for commercial offers or mailings on an individual level unless after your explicit permission.

Is it possible to participate without internet connection?

The survey will be active 48 hours before your flight departure and 48 hours after your arrival. We ask you to start the survey using an internet connection (WIFI/3G/4G). Once you confirm the correct flight information in the app, you can continue your observations off-line. After each stage of the journey, you will be redirected to the home screen of the app, where you can choose to complete another section. If you want to resume at a later stage, do this within 48 hours after your flight and use the pause button.

You then only need to have an internet connection to send us the completed answers (within 48 hours after arrival). If you have filled out your answers within the 48 hours after arrival but only have internet access later than that, your answers can still be sent to us. In order to do so you need to open the app (and log in).

What do I do if my flight is delayed or cancelled?

The flight you have been invited for will be active in the Quality Observer application until 48 hours after your scheduled arrival. If your flight is cancelled or delayed for more than 48 hours you can’t participate for the flight you have been invited for. Unfortunately we can’t change the flight data in your app. You do not need to contact Air France of KLM in this case. We would however highly appreciate it if you would participate on the next flight you will be invited for.

What kind of questions / options can I expect in the survey?

The Quality Observer programme is based on service conformity, meaning that we would like to know whether the delivered quality of service complies with the Air France and KLM standards. The survey is objective, and you will mainly be asked questions that require a YES or NO answer. For example: ‘’Were you greeted with a smile?’’. For some questions we give the option in the application to elaborate when a NO answer is given. Also, for specific questions, the option appears automatically in the application to take pictures and upload these in the application.This will give us more detailed insights. We ask you to only take pictures of situations, not of people.

Is it possible to check the questionnaire before my actual flight?

Yes this is possible, the survey will be active 48 hours before your flight departure (and 48 hours after your arrival).

What happens with the results?

The results are used by many departments within AIR FRANCE and KLM, both on a management and operational level, to evaluate the quality of service. The results are analysed per flight stretch and destination, but can also be used to identify trends, new developments and possible recurring issues. The outcomes of your observation are processed as soon as possible to give us up-to-date insights. With the Quality Observer programme we aim to safeguard a worldwide consistency in high quality of service delivered to our customers and, where needed, to improve our service.

How can I unsubscribe from these research invitations?

In the invitation e-mails you can select to participate for a specific flight, or you can choose to not participate this time. Also, at the bottom of each e-mail, there is a link that allows you to unsubscribe from all e-mails regarding the programme, so you will never be invited as a Quality Observer again.

What incentive is offered within the Quality Observer programme?

Per completed Quality Observer observation we offer 500 Flying Blue Award Miles and a discount of 20% on articles in the AIR FRANCE or KLM webshop. Soon after your participation, a reward mail is sent to you including your personal discount codes for both the AIR FRANCE and KLM webshop. The Miles are credited between 6 and 8 weeks after you participation as Quality Observer.

I have a question about the Quality Observer programme. What contact address can I use?

For questions related to the Quality Observer programme, please contact the support desk via qualityobserver@tns-nipo.com.

For further contact details, please visit the "contact" page.

Can I use the Quality Observer app on my iPad or Android tablet as well?

Yes, the app should work OK on both iPads and Android tablets. When using an iPad please mind one difference when installing the app. When you go to the App Store to download the app you will need to change the setting that shows 'iPad only' to 'iPhone only'. This setting/filter is in the top left corner of the App Store when you search for apps. For Android, the installation process is identical between a tablet and a phone.