INDUSTRY
Travel and Logistics
Data and AI in Travel Industry for a Memorable Passenger Experience
HIGHLIGHTS
- Air France-KLM partnered with TCS to leverage new age technologies and address the dynamic challenges of the aviation industry.
- This partnership has been pivotal in advancing Air France-KLM’s tech landscape, from digital transformation to modernization in AI, cloud, and data.
- As Air France-KLM continue to invest in staying perpetually adaptive, TCS remains a trusted partner, committed to driving digitization and innovation.
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Enduring partnership
Air France-KLM, a leader in aircraft passenger, cargo, and maintenance services, operates a fleet of 564 aircraft across 300 destinations in 90 countries.
With strong European roots, the group's activities connect people, economies, and cultures, and boost economic growth and social progress. The airline is committed to creating a more sustainable, responsible, and inclusive aviation industry.
TCS and Air France-KLM are long-term partners on a shared journey of innovation, leveraging advanced digital technologies to turn Air France-KLM into one of the most customer centric airlines in the world.
“We are proud of being considered the most customer-centric airline in the world and want to continue delivering those services for many years to come," said Marjan Rintel, CEO, KLM. “Over the last few years, Air France-KLM faced several challenges with rising inflation, a tough labor market, issues in the supply chain and pressure on sustainability. It is therefore key to stay adaptive as a business, but this requires a lot of work. The only way to succeed is by implementing technology and using it to face the challenges of the future.”
For 30+ years, TCS has played a pivotal role in Air France-KLM’s digital transformation journey, enabling them to rapidly adapt to challenges such as fluctuating fuel prices, geopolitical uncertainties, and increasing sustainability expectations. Together, Air France-KLM and TCS have demonstrated how long-term collaboration can drive innovation, resilience, and sustainable growth.
“At TCS, we believe that perpetual adaptability is the key to thriving in today’s rapidly changing world," said K. Krithivasan, CEO, TCS. “Over the last 30 years, our partnership with Air France-KLM has been a testament to the power of innovation and collaboration. By leveraging cutting-edge technologies like AI, cloud, and automation, we have enabled Air France-KLM to anticipate change, respond proactively, and lead the way in customer excellence. We are excited to continue this journey together, shaping the future of aviation."
Delivering results together
Air France-KLM and TCS have pioneered industry-first innovations and strategic initiatives.
The relationship has transformed into a valued partnership focused on delivering exceptional services.
The partnership has been marked by significant achievements in reinventing Air France-KLM’s technology landscape. TCS has played a crucial role in various technology transformations, including agile methodologies, web and mobile applications, social media, and advanced business strategies.
“We are proud of the many remarkable milestones achieved, many of which were industry-firsts,” said Arun Pradeep, Business Head, Travel, Transport & Hospitality, TCS UK EMEA. “From webification and APIfication of the core passenger and cargo operational platforms, to innovations in web and mobile channels, TCS has been instrumental in transforming technology and the ways of working.”
Navigating tomorrow: Future visions and aspirations
Air France-KLM and TCS continue to collaborate on new business models, leveraging the latest in digital innovation, cloud, data, and artificial intelligence (AI).
This partnership will shape the airline’s future by delivering enhanced services to its global customers, and by being future-ready for any new challenges that arise.
“We need talented people; we need people in the world of digital transformation and AI. That is why we chose TCS,” said Marjan Rintel, CEO, KLM.
When TCS started its operations in the Netherlands, Air France-KLM was one of its first customers, with both businesses sharing a common goal of delivering exceptional customer service, together building a trusted business partnership.
“Over the past 30 years, TCS has been a robust partner to help Air France-KLM embark on its flight toward technological advancement,” said Aart Slagt, EVP & CIO, Information Services, KLM.
Building tomorrow’s airline
The enduring collaboration between Air France-KLM and TCS is a testament to the shared commitment to innovation, operational excellence, and customer-centricity.
The partnership is currently focusing on harnessing advancements in agentic AI, predictive analytics, and automation. This will help enhance operational efficiency in passenger servicing at departure halls, cargo warehouses and baggage handling as well as enriched passenger experience during trip discovery, offer optimization and promotions by assisting, augmenting and transforming the processes.
As part of this engagement, TCS and Air France-KLM are executing a large-scale Crew Transformation program to enable the airline’s workforce for the digital age by creating a ‘Digital Crew Journey’ to deliver a more unified employee experience.
TCS is also partnering with Air-France-KLM’s innovation departments to innovate airline operations and passenger services using emerging technologies. The partnership also powers Air France-KLM’s sales, distribution, marketing, and loyalty ecosystems. This engagement helps secure better overall ticket distribution both online and offline.
“Air France-KLM aims to champion air transport and customer experience, operational excellence and sustainability. For three decades, TCS has evolved into a true business partner, helping us reach our vision by leveraging an ecosystem, helping us continue to digitalize,” said Pierre-Olivier Bandet, EVP & CIO Information Services, Air France-KLM.
Chennai visit
Recently, KLM CEO Marjan Rintel and her team visited one of the TCS Chennai offices in India, to celebrate the companies’ longstanding relationship.
During the eventful trip, they also discussed a shared vision for a future in which KLM strengthens its reputation as the world’s most customer-centric airline. Marjan Rintel, Chief Executive Officer (CEO), KLM, said, “We are proud of being considered the most customer-centric airline in the world and want to continue delivering those services for many years to come. Over the last few years, KLM faced several challenges with rising inflation, a tough labor market, issues in the supply chain and pressure on sustainability. It is therefore key to stay adaptive as a business, but this requires a lot of work. The only way to succeed is by implementing technology and using it to face the challenges of the future.”
K Krithivasan, Chief Executive Officer (CEO), TCS, said, “At TCS, we believe that perpetual adaptability is the key to thriving in today’s rapidly changing world. Over the last 30 years, our partnership with KLM has been a testament to the power of innovation and collaboration. By leveraging cutting-edge technologies like AI, cloud, and automation, we have enabled KLM to anticipate change, respond proactively, and lead the way in customer excellence. We are excited to continue this journey together, shaping the future of aviation."
Staying adaptive with innovative technology
See how Air France-KLM are staying adaptive with innovative technology and AI.
We need talented people; we need people in the world of digital transformation and AI. That is why we choose TCS.