KLM takes productivity measures for cabin crew: one less attendant on long-haul flights


Just as with the ground staff and cockpit crew, the cabin crew must also, in the context of Perform2020, achieve a productivity improvement of 4% in 2016.

In this context, earlier this year, KLM made a proposal for the composition of the cabin crew that was presented to their unions. This vision focuses on the changing needs of the customer and also contributes to the objectives of Perform 2020. The core of this vision is to place additional cabin crew on targeted destinations in World Business Class and to go from two executives above strength to a single one.

In line with this vision and to outline the necessary productivity gains KLM has proposed to the cabin unions with effect from the winter schedule 2016, the purser (one of the two executives on intercontinental flights) to participate in strength. In this way the envisaged productivity target is achieved. Because the operations of the purser are described in the agreement, this proposal can only be implemented in consultation with the cabin unions.

Until now, the cabin unions, due to a stalled pension debate, are not with KLM at the table. Thus KLM is forced to take an alternative measure within the scope of the collective agreement. KLM has to decide that, as of October 30, 2016 (commencement winter service) on the 300 seater aircraft with two executives over the strength (Boeing 777-200, Airbus 330-300 and Boeing 787), there will be one less Cabin Attendant in Economy Class. Those flights amount to approximately 40% of the long haul flights. This solution has the least impact on the customer and largely provides the necessary productivity increase of 4%.

For all customers travel on KLM must be an unforgettable experience. To achieve this goal, KLM wants to know better its passengers, to have a more personal approach and to adapt its services to meet their needs. The KLM distinguishing factor is the personal contact with its customers. Therefore all KLM staff play an important role, but onboard cabin crew play the main role. It is imperative that KLM’s method in the cabin shifts from a predominantly logistics-based approach with fixed service times to an open and customer-oriented approach.

KLM would like to start talking about the productivity objective with the cabin unions around the table to discuss other measures that would achieve the same result.

Amstelveen, September 19, 2016