Saphir has been offering our customers tailor-made assistance for the past 20 years

Saphir is celebrating its 20th anniversary this year! In 2001, Air France was the first airline in the world to offer a service especially for disabled passengers. 

With Saphir, customers benefit from assistance before and after their flight, and throughout their trip, such as help with reservations, issuing tickets and setting up assistance in collaboration with the exceptional transport service (TEX). The service is available in France as well as in 19 other countries.

 Assistance requests must be made when booking a flight, at least 48 hours before departure, directly on the Air France website or via the dedicated Saphir hotline. Around fifty sales advisors at the customer relations centre are trained in the approach to disability by specialist doctors, training that allows them to better respond to questions related to customers’ motor and sensory difficulties.

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In 2019, over 580 000 customers benefited from this assistance on Air France flights. Customers who wish to do so can request the Saphir Card, which, thanks to the traveller profiles created, allows them to keep a record of the type of assistance they require and the medical equipment carried on board or in the hold.

In addition, the airline received the Marco Polo award at the IFM Top Resa fair in 2019, which rewarded the enhanced travel experience for Air France customers with disabilities. This award reflects the efforts made on a daily basis by the staff of Air France's Saphir assistance service and all the staff who contribute to the well-being of disabled passengers during their trip.