In detail

Employee Journey

Human capital development

The effective management of skills within an organization contributes to employee engagement, which in turn helps to achieve the company’s objectives. Training programs are developed to give employees the opportunity to learn and develop their skills to support career planning. Whenever possible, relevant joint training programs are organized in a cross-cutting manner across domains or entities for different target groups, so as to share experience and learn from each other. In 2019, a renewed digital landscape supported by a new Learning Management System (LMS) for Air France and KLM was developed for launch in early 2020. Air France and KLM conducted this project together to create one joint system for both airlines but with the ability to maintain their singularity. 


We have maintained a high level of access to training.

40.4 h : number of training hours per employee

Along with the required training necessary for our specific jobs, we offer digital training on various subjects. 

The new learning platform (LMS) will improve the User Experience and facilitates employee development through a personalized learning experience, alongside the more formal (compliance) training program. It is a very important prerequisite for continuous learning: support and encourage employees in their continuous development by offering them relevant, personalized and easy-to-find development opportunities and by making learning fun. 

Air France

At Air France, 95% of employees benefited from training in 2019.

New conditions for access to training were facilitated like access to My Learning self-service training modules for all employees, webinars, Massive Open Online Courses, Manager Cafes and days dedicated to the HR networks and manager labs.

During 2019, the training plan supported all recruitment and particularly that of flight crews (hostesses, stewards and pilots) and technicians.

An ambitious training policy is key in supporting the Employment policy and the company’s strategy, and is based on a series of general principles that are reaffirmed on an annual basis and form an integral part of the Employee Experience :

  • Guarantee access to training for everyone.
  • Ensure the visibility of everyone’s skills, notably by developing graduate training and certifying diplomas.
  • Manage the economic balances.

In 2019, the recognition of employee skills via the Validation of Previous Experience scheme continued through partnership with a network of prestigious universities and programs at all levels of the company and its professions. Support for mobility, vocational retraining and training to meet the need for advanced professional capabilities are also a priority.


At KLM the total number of training hours for Flight deck crew has been increased by 37%. This increase is due to the high inflow of pilots who need to be trained first.

The total number of training hours for Ground Staff trained  has increased by 19%. In 2019 a mandatory training for all ground staff was added.

A number of processes were optimized and new initiatives were launched in 2019, such as :

  • Several initiatives were organized by the divisions and ISSO, a central independent organization reporting directly to the Chief Operating Officer, to promote a healthy way of life and working environment. The ISSO organized several informative meetings elaborating on occupational related subjects such as Fatigue and Psychosocial Occupational Health. For Flight Deck and Cabin Crews divisions an e-learning module focusing on Fatigue was implemented.
  • The Safety Promotion activities continued on the four major KLM-wide Safety & Security Themes, i.e. Challenge, Be Fit, Reporting and Just Culture. With the guidance of the ISSO, the communication, promotion and training on all four themes was developed and implemented. Several toolboxes and video script animations were developed to facilitate and support line management and their teams on subjects like reporting, SIRA-requests (Safety Issue Risk Analyses) and Just Culture. 
  • Also in collaboration with MBO Airport College, KLM provides vocational education programs for employees with a lot of logistic working experience, but never had the opportunity to get a degree. The last five years more than five hundred operational employees of KLM graduated for a nationally recognized vocational degree in this ‘life-long learning’-program. This year the program is also available for new hired employees for ground handling staff, with a temporary (2 years) KLM contract, to strengthen their position on the labor market after their working period at KLM. In September 2019 56 new employees started this program. In January 2020 another 25 employees have started this program. 
  • Return on investment in Human capital development :
    • Last year we implemented standard evaluations in our Learning Management System (LMS) for both Instructor Led Training and online training. 
    • By using standard questionnaires we now have access to the scores for a part of our training offer.


Air France and KLM Volunteers programs play an essential role in case of a major event that could jeopardize the safety of our customers, our employees or our operations. These programs bring together 3,500 employees of Air France and 2,000 employees of KLM of different positions, skills, hierarchical levels and geographical locations.

The Volunteers training is periodically updated so that it corresponds to real conditions and foreseeable situations, for example, the pressure from social media in case of crisis.

In 2019, Air France and KLM developed a joint Care Team training course for the international stations. Either an Air France or a KLM trainer gives this training. In a period of 3 years, we will have trained all regions, after which the cycle starts all over again.

Air France based the training for volunteers, developed in cooperation with different specialists, on testimonies and analysis of real-life situations. This training is organized onsite in order to encourage exchange and personalized answers. Upon the international outstations’ request, this training can also be provided anywhere in the world, both in French or English. One of its goals is to teach the Volunteers how to fulfill their mission while protecting themselves emotionally, and to maintain competences as regularly as possible.

Since the training review at Air France, nearly 1,000 volunteers have been trained or benefited from skills maintenance, including more than 400 volunteers in 2019. In 2019, a dozen training courses were planned in Paris or in some outstations to help strengthen this program and maintain the highest level of preparation.

To support the KLM Care program, an emergency response program in the event of an accident involving a KLM aircraft, Care Introduction Training, has been developed, and five Care Events were organized as refreshers for 134 KLM volunteers. Four basic training courses were given for 66 KLM volunteers. 


We continue to fulfill our responsibilities towards young people entering the labor market.

To attract and recruit young talents, Air France and KLM have close links with schools and universities. They are actively involved in attending university fairs, working on the development of business-education partnerships, and organizing student visits of company offices.

Air France

In 2019, the innovative immersion program backed by the HR department, involved 50 young managers who wore the uniform of a ground handler or flight attendant during the summer. Experiencing the customer relationship on board and at the airport, understanding other people’s jobs, and going behind the scenes are key to meeting the customer’s expectations better. 

As part of the Sixth Air France Internship Charter, Air France offers young professionals the opportunity to gain quality work experience. In 2019 :

  • More than 2,700 apprentices and 1,000 new interns from further and higher education institutions were welcomed and trained.
  • In order to continue the development of internships at Air France, the ambitious program was expanded to cabin crew professions. We welcomed more than 250 cabin crew apprentices who had up to 300 hours of training that resulted in a professional certification (Cabin Crew CQP) recognized across the air transport industry.
  • Initiatives started to support access to employment for apprentices in the local area, such as workshops for job seekers, job fairs and networking with employers in the Paris-CDG airport employment area.
  • In March 2019, Air France received the “Prime Employer” label awarded by the “Engagement Jeunes” platform. The award is given in recognition of Air France’s recruitment policy that favors the integration of interns, as well as the managerial quality of its tutors and mentors. The award also reflects Air France’s strong commitment to offering a unique and quality experience to its interns.

220 Air France volunteers have signed up for the role of University Relations Ambassador, representing and promoting Air France as an employer to potential candidates at their own former schools or universities. One of such actions were the video presentations now available on our Career’s site, where Air France’s young potentials talk about their roles within the company. 

The ambassador network also organized student hackathons, where original challenges were aimed at creating special links with students and recruiting new talents in the long term.


In 2019, KLM was challenged by an increase in external vacancies in a tight labor market :

  • 17 new Young Potentials were hired.
  • 813 interns were welcomed by KLM and have been given the opportunity to gain valuable work experience and get prepared for the labor market.

KLM works intensively together with universities. In 2019 we have expanded with two new partnerships : Jet-Net & TechNet and Tilburg University. The purpose of the collaboration is to generate/transfer new knowledge based on HRM (HR Management) and thus offer added value for the quality of education and research of the PMC (People Management Center of the HR Studies Department) and in particular for KLM’s HR policy.

In this way, we are able to add more to the knowledge we already have at KLM. A great collaboration and good exposure for KLM as an employer and brand. 

  • In the KLM Ground Services division, traditional classroom training was replaced by the ultra-modern KLM Ground Services Training Center at the Regional Training Center (ROCvA) in Hoofddorp. Technologies, like virtual reality and immersive video, are deployed to train staff preparing for jobs at Schiphol Airport. The special simulation areas in the training center enable 1,000 recruits on temporary contracts to be trained every year, in a calmer environment and within a shorter time period.
  • A new master’s course named X-lab has been developed for KLM, launched in September 2018. The students of X-lab are being mentored by KLM colleagues from ground services, digital passenger operations, customer experience and digital. Some of the goals achieved are :
    • Designing an implementable solution which would leverage digital technology to improve the turnaround processes and customer service delivery.
    • Setting up a fun cross-divisional training program for operational employees.


8,374 employees, accounting for 9.3% of Air France-KLM staff, are placed in international establishments at different local Air France-KLM offices.

Guided by the Social Rights and Ethics Charter, the Group applies local collective bargaining agreements, settled on with unions or other relevant parties, according to local standards.

Several initiatives took place in 2019 :

  • The Sales Excellence Development Program for Air France and KLM is an example of employee experience, called ‘Our Journey”. After offering classroom training programs to Account Managers worldwide, a toolkit was developed to continue learning and development in their daily working lives, to take the next step in their Sales Excellence journey. This toolkit is packed with interesting, inspiring and diverse exercises on twelve topics to help put into practice what they have learned Individual, peer-to-peer and group exercises were also developed to learn on the job and together with colleagues
  • When it comes to facilitating the dialogue within teams, WhatsUp is an important tool. For Commercial teams of Air France and KLM EPS polls have been introduced in the rest of the world.