Case Study: Air France-KLM achieves 20% higher NPS and 81% faster mobile time-to-market with TIBCO Software

Air France-KLM Soars to New Heights with APIfirst Approach

Air France‑KLM, which includes Air France, KLM and Transavia, set out to become the most customer‑centric airline group in Europe. Facing complex, multi‑channel travel processes across call centers, kiosks, mobile, web and travel agencies, the company needed a way to streamline the customer journey and accelerate digital innovation.

The group implemented an API‑first strategy using TIBCO Cloud Integration and TIBCO Cloud Mashery to connect applications and data, giving partners, developers and customer channels seamless access to the same services. This approach lets the airline update processes once and propagate changes across channels, lifting Net Promoter Score by 20%, cutting time‑to‑market for mobile features by about 81%, and broadening its partner-linked loyalty program.

Air France-KLM

Stijn Bannier

Digital Product Manager, Open API