Photo: Air France Air France is celebrating the 25th anniversary of SAPHIR, its dedicated support program for passengers with disabilities and reduced mobility, reinforcing a long-standing commitment to making air travel more accessible and comfortable for all travelers.
Launched in 2001, SAPHIR was the first program of its kind created by an airline worldwide. It was designed to provide tailored, free assistance based on individual needs, with a focus on preparation, anticipation and personalized customer care throughout the travel journey.
The service begins well before passengers reach the airport. Travelers can request assistance during booking, through the Air France website or via a dedicated phone line, up to 48 hours before departure. Support includes help with reservations, coordination of airport assistance, and arrangements for specific accessibility requirements.
Today, SAPHIR operates in France and 20 other countries, supported by around 200 trained staff who assist customers in seven languages. The teams are trained to respond to a wide range of needs, including reduced mobility as well as sensory, cognitive or mental disabilities.
In 2025 alone, 760,000 passengers with disabilities traveled with Air France, a 10% increase compared to the previous year. During the same period, SAPHIR teams handled more than 45,000 calls and 10,000 written requests, in addition to support provided through messaging platforms such as WhatsApp and Messenger. On average, around 2,100 assistance requests are managed every day across the network, with roughly half coming through Paris Charles de Gaulle airport.
Recent improvements include allowing passengers to have their personal wheelchairs delivered directly to the aircraft door where airport infrastructure permits, helping improve independence and comfort. At Paris Charles de Gaulle, all wheelchairs are now returned directly to passengers upon arrival instead of being collected at baggage claim.
Air France is also preparing to digitize SAPHIR profiles, allowing passengers to save their accessibility needs within their customer accounts. This will simplify future bookings and reduce the need to re-enter information for each trip. The digital system is expected to gradually replace the SAPHIR card starting in autumn 2026, while keeping the service unchanged.
The airline has also supported major international events as part of its accessibility mission, including transporting the French delegation for the Deaflympics in Tokyo and serving as an official partner of the Paris 2024 Olympic and Paralympic Games.
With SAPHIR reaching its 25 year milestone, Air France says it remains focused on strengthening accessibility and inclusion across its operations, aiming to ensure that air travel continues to become more seamless for passengers with specific needs.