Thank you Jouy for the very interesting document about the services.
I did not know they were offering internet check-in even if you have luggage, I will have to try this.
What surprised me is the Flyin Blue part.
Not the sentence saying "the accessibility of the call-centres was not in line with the target", but the sentence saying "the easier availability of awards tickets has generated an increase of 10% in awards since the beginning of FB".
I assume that in addition to the "easier availability" there was also the fact that some members tried to redeem their miles before quitting.
But +10% seems strange when reading here all the complaints about the poor awards availability.