BlueLink’s Flow Project for Air France honoured at the 2026 Customer Relations Awards

On 5 October 2026 in Paris, Air France and BlueLink were awarded second place in the Customer Experience category at the 2026 Customer Relations Awards, organised by the French Customer Relations Association (AFRC). 

This distinction recognises the most innovative initiatives capable of measurably enhancing customer experience quality, streamlining customer journeys and creating lasting value for both customers and employees. 

This recognition celebrates Flow, a project designed and deployed by BlueLink for Air France-KLM Customer Service, and highlights the Group’s commitment to delivering an increasingly seamless, efficient and personalised customer experience. 

Flow: a seamless customer journey with no waiting and no handover disruption 

With Flow, BlueLink reimagined the handling of complex customer requests for Air France-KLM Customer Service by eliminating one of the key pain points in the customer journey: repeated call transfers between departments. 

The solution is based on structured coordination between front-office and back-office teams, enabling smoother case management and faster request processing. Customers benefit from a simplified journey with uninterrupted case handling, while advisors are supported by a more efficient organisation that helps them meet travellers’ expectations more effectively. 

The result is less waiting time, faster issue resolution and significant time savings for both customers and teams. 

Rather than multiplying contact points, Flow transforms the way customer cases are managed, providing a practical response to today’s customer service challenges: simplicity, efficiency and service continuity. 

An award recognising tangible impact on customer experience 

The Customer Experience Award honours projects that deliver lasting improvements to customer journeys through measurable and demonstrable results. 

By recognising Flow, the jury acknowledged an initiative that has a concrete impact both on customer satisfaction and on the working environment of customer service professionals. 

This second-place achievement highlights the relevance of an approach focused on the continuous improvement of customer journeys and demonstrates BlueLink’s ability to design innovative solutions that enhance the Air France-KLM customer experience. 

A shared source of pride for BlueLink 

As a long-standing partner of Air France, BlueLink is particularly proud to have designed and deployed a project that is now recognised across the industry. 

This award reflects the commitment of the teams who, every day, develop and implement solutions that simplify customer journeys and sustainably improve service quality. It also illustrates the strength of the collaboration between Air France and BlueLink in meeting the ever-evolving expectations of travellers.  

An award that recognises a tangible impact on the customer experience