In detail


Stakeholder engagement and materiality

Engaging with stakeholders is an important part of our sustainability strategy. A good relationship with our stakeholders is essential in supporting the implementation of our strategy. As a multinational and worldwide operator, we interact with different stakeholder groups:


We give close attention to the expectations of our stakeholders, in particular to our customers, employees, shareholders and suppliers, and to local communities and players in civil society like NGOs. A number of initiatives enable their perception to be evaluated on a regular basis, through notably:

  • internal barometers and meetings to gather employee suggestions
  • customer perception and satisfaction surveys
  • stakeholder dialogue sessions
  • dialogue and evaluation of supplier CSR performance
  • exchange of best practices and working groups within the industry and with other large companies
  • discussions with shareholders and Socially Responsible Investment (SRI) investors together with recommendations from extra-financial ratings agencies
  • opinions and remarks gleaned from the dedicated email addresses, websites and the social media
  • feedback channels deployed to enable stakeholders (particularly employees, customers and local residents around airports) to communicate any comments and potential complaints.


In 2019, we carried out a new materiality analysis, enabling the priorities key to the Group’s activity to be re-evaluated and the results to be compared with those of the materiality analysis carried out in 2017. We:

  • Assessed 27 topics in 4 categories: customer experience, environment, social, governance & economy.
  • Invited nearly 130,000 stakeholders to participate in this survey with a response rate of approximately 7%: national and international corporate and individual customers, the Group’s employees and managers, shareholders, investors, suppliers, NGOs, governmental organizations, politicians, local representatives from the Paris and Schiphol regions, sustainability experts (extra-financial rating agencies, certification bodies, etc.), sustainability/CSR managers from leading companies and representatives of the airline sector and the Group’s peers.
  • For each topic, the respondents ranked the level of priority to be accorded by Air France-KLM and their perception of the Group’s current level of performance.

Following the recommendation of the Global Reporting Initiative guidelines, a materiality matrix was developed showing the most material aspects for the Group.

This new materiality analysis showed that the priorities deemed to be the most important for the Group in 2017 remained so in 2019 including, notably, Customer Satisfaction, Operational Safety and Financial Performance. Other topics such as Fleet Development and CO2 Emissions moved up sharply in the ranking, into the top three. The detailed results highlight that the Group and its stakeholders agree on the perception of the priority nature of these issues.

Lastly, stakeholders were asked to rank the top five material topics. The average Top 5 includes operational and economic aspects, such as financial performance, operational performance, market competitiveness, innovation or fleet development. The most important topics are customer satisfaction and safety and security.

Top 5 most material of different stakeholder groups:

Within the framework of this analysis, stakeholders also ranked a list of strategic priorities potentially impacting the sector’s long-term growth, with the acceptability of the environmental impacts of aviation, the use of sustainable alternative fuels and transparency on CO2  emissions all heading the list.