Case Study: Air France-KLM improves its CX and digital journey with Mopinion

How feedback powers Air France–KLM’s CX & digital journey

Air France-KLM, the French-Dutch airline group, wanted to keep improving its customer experience across websites, apps, and internal pages by collecting and acting on passenger feedback. The company had outgrown its previous feedback tool and needed a more future-proof solution, which led it to adopt Mopinion’s digital feedback software.

Mopinion implemented a smooth migration of feedback forms, designs, deployments, and user profiles for around 200 users. The airline now uses Mopinion across websites, mobile apps, and email campaigns, including AI-powered Smart Recaps to quickly summarize open-ended feedback; this saves time, improves accuracy, and helps surface both major and smaller-volume insights so Air France-KLM can prioritize the most important CX improvements.

Air France-KLM

Danny Pruis

Business Analyst