Air France-KLM rolls out the red carpet for new Canada VP/GM

The debuts at the Toronto International Film Festival weren’t limited to the screen, as Air France-KLM welcomed Vincent Etchebehere, the airlines’ new vice-president and general manager for Canada, to the annual Air France TIFF Bistro.

Etchelbehere, who has been with Air France-KLM for 12 years, started his new Montreal-based role at the beginning of August, taking over from Jean-Noël Rault, now general manager of the Indian sub-continent for Air France-KLM. Speaking just before the annual TIFF bistro (which represents Air France’s largest Canadian sponsorship initiative) opened its doors to hungry festival-goers, Etchelbehere said that the airline will continue to invest in Canada, particularly the key market of Toronto.

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Canadian priorities

“We are in very exciting times for Air France-KLM globally, but particularly in Canada,” Etchelbehere said.

Chief amongst the airline’s priorities in Canada is a focus on maintaining high levels of customer service. The initiative includes the ongoing renovation of Air France lounges, including those in Toronto and Montreal; the use of iPads for check-in and boarding staff at its five Canadian airports (Toronto, Montreal, Edmonton, Calgary and Vancouver) to create a more personal experience for passengers by removing the physical barrier of a counter; and increased use of AI to answer basic customer inquiries, while directing more specific questions to staff.

“We have a mission in the airline industry to be a true leader in terms of proximity to our customers, offering an unprecedented level of service,” he said.

While no new routes have been announced, on the KLM side Toronto will see the launch of KLM’s new Dreamliner along with new business class cabins, while daily flights will be increased to nine from seven this winter. On the Air France side, seats will increase 10 per cent year-over-year, Etchebehere said.

The airline will also strengthen its joint-venture collaboration with fellow SkyTeam member Delta (which, pending final approval, will be extended for an additional 15 years) along with its recent partnering with WestJet on a reciprocal loyalty program agreement.

Vincent Etchebehere, vice-president and general manager for Canada, Air France-KLM

A history with Air France-KLM

Prior to this latest position, Etchebehere began his career in Stockholm as a business intelligence analyst for the airline, followed by roles in Rome - occupying various revenue management positions and coordinating the partnership with Alitalia – and Paris, where he was performance manager for Europe and North Africa, before becoming chief of staff to the EVP Commercial, Sales and Alliances for the Group.

In 2016, he was named general manager Mexico, where he introduced the Airbus A380 on the Mexico-Paris route, and shepherded the Cancun-Paris route’s expansion from seasonal to year-round.

Speaking to PAX, Etchebehere said that of his time in Paris, “it was a great position to acquire information and understand the strategy of the group, but also to learn about management and leadership.”

Similarly, Etchebehere’s role in Mexico taught him the importance of good HR practices as a means of enhancing the airline’s output and increasing overall customer satisfaction.

“Happy employees create happy customers, so it was a key focus for me to create the most pleasant and rewarding work environment for the team, which is something I will continue to focus on in Canada,” he said.