Air France Customer Commitment
Air France intends to ensure that your air travel experience will encompass, to the best of our abilities, the most comprehensive customer service possible. We have outlined our responsibilities and how we will fulfill them in key points below, known as our Customer Commitment.
Note: The Air France Customer Commitment, that is separate and distinct from the Conditions of Transport, applies to international flights that originate in the USA, and includes:
- Providing real-time flight status information via a toll-free telephone number 800-237-2747, and on www.airfrance.us at "Flight & Timetable Information".
- Providing, through our gate agents and flight crews, consistent and timely updates on the status and known causes of delayed, cancelled, or diverted flights.
- Contacting you about cancellations when the event is known if you provide us with contact information in your reservation or through "Air France in Touch" under "Flight and Destination Information".
We will attempt to contact owners of unclaimed baggage when a name and address or telephone number is available. We use scanning technology to identify the location of all unclaimed baggage which assists us in quickly reuniting you with your property. Bags unclaimed after five days are sent to our Central Baggage Tracing office in Paris, Charles de Gaulle airport, where continued efforts are made to locate bag owners. Unless otherwise stated, for travel governed by the Montreal Convention, liability for damages for delayed, lost or damaged baggage is limited to a maximum of 1,131 Special Drawing Rights per person.
To request a refund on eligible tickets online, visit the "Manage your Reservations" section at www.airfrance.us. Requests for refunds of tickets purchased from a travel agent should be referred back to the agency for processing. Refunds for electronic tickets purchased from Air France may be requested by following the instructions located within the dedicated refunds page (accessible by clicking on "Ticket Refunds" within the "Contact Us" in the footer on the bottom left side of the page).
Ticket Refund Within 24 Hours of Purchase
You can request your refund within 24 hours of purchase by writing to the following email address: firstname.lastname@example.org
Include the following important information:
Subject: Customer First Program
Flight and Date
5. Properly accommodating passengers with disabilities and other special needs, including during tarmac delays
Accommodating the special needs of passengers with disabilities is a top priority for Air France. We offer a variety of special services to such passengers, including:
- Transportation to, from, and between gates, either by wheelchair or, in several locations, electric cart.
- Boarding assistance.
- Assistance with visual, auditory, cognitive, or mobility impairments while in the airport and on the plane.
- Consideration of your needs during extended tarmac delays.
- Accommodation for certain medical requirements, such as use of an approved Portable Oxygen Concentrator by calling 800-760-6868. Additional information may be found at www.airfrance.us under "Preparing Your Trip", then clicking on "Passenger Assistance".
To ensure the high quality of these services and protection of customer rights, we designate Complaint Resolution Officials (CROs) in all covered airports who are responsible for ensuring services are properly implemented for our customers with disabilities.
We provide detailed information to parents with children ages 5 through 14 who will be traveling alone at www.airfrance.us, then clicking on "Preparing Your Trip" and then "Passenger Assistance". Or by calling 800-237-2747.
Our policies ensure the safety and well being of children traveling alone including:
- Taking care of your child during his or her flight and not releasing a minor traveling alone to anyone other than the person you have designated.
- Providing unaccompanied passenger service for children ages 5 through 14. We also offer a service, for a fee, to children ages 15 through 17 traveling alone.
7. Handling involuntarily denied boarding passengers with fairness and consistency in the case of oversales.
When a flight is expected to be oversold, our airport representatives will seek volunteers who are willing to give up their seats in exchange for either some form of financial compensation or a transportation credit voucher. Vouchers are valid for one (1) year from date of issuance.
If there are not enough volunteers, Air France may deny boarding involuntarily to passengers holding a confirmed reservation in accordance with Air France´s established boarding priorities.
Air France will rebook a passenger on to the next available Air France or SkyTeam Partner flight, if any, to the ticketed destination if the passenger is involuntarily denied boarding. If an Air France or SkyTeam Partner flight is not available, we will strive to provide comparable accommodations on another airline with which we have a ticketing agreement. Meals, hotel accommodations and other amenities will be offered when appropriate.
Information regarding our policies and procedures for handling situations when ticketed customers cannot be accommodated on a flight will be made available at the airport.
Compensation for Involuntary Denied Boarding
If you are denied boarding involuntarily, you are entitled to a payment of ‘‘denied boarding compensation´´ from the airline unless:
(1) you have not fully complied with the airline´s ticketing, check-in and reconfirmation requirements, or you are not acceptable for transportation under the airline´s usual rules and practices; or
(2) you are denied boarding because the flight is canceled; or
(3) you are denied boarding because a smaller capacity aircraft was substituted for safety or operational reasons; or
(4) on a flight operated with an aircraft having 60 or fewer seats, you are denied boarding due to safety-related weight/balance restrictions that limit payload; or
(5) you are offered accommodations in a section of the aircraft other than specified in your ticket, at no extra charge (a passenger seated in a section for which a lower fare is charged must be given an appropriate refund); or
(6) the airline is able to place you on another flight or flights that are planned to reach your next stopover or final destination within one hour of the planned arrival time of your original flight.
Amount of Denied Boarding Compensation
International Transportation: Passengers traveling from the United States to a foreign point who are denied boarding involuntarily from an oversold flight originating at a U.S. airport are entitled to:
(1) No compensation if the carrier offers alternate transportation that is planned to arrive at the passenger´s destination or first stopover not later than one hour after the planned arrival time of the passenger´s original flight;
(2) 200% of the fare to the passenger´s destination or first stopover, with a maximum of $650, if the carrier offers alternate transportation that is planned to arrive at the passenger´s destination or first stopover more than one hour but less than four hours after the planned arrival time of the passenger´s original flight; and
(3) 400% of the fare to the passenger´s destination or first stopover, with a maximum of $1,300, if the carrier does not offer alternate transportation that is planned to arrive at the airport of the passenger´s destination or first stopover less than four hours after the planned arrival time of the passenger´s original flight.
0 to 1 hour arrival delay - No compensation.
1 to 4 hour arrival delay - 200% of one-way fare (but no more than $650).
Over 4 hours arrival delay - 400% of one-way fare (but no more than $1,300).
“Alternate Transportation” is air transportation with a confirmed reservation at no additional charge (by any scheduled airline licensed by DOT), or other transportation accepted and used by the passenger in the case of denied boarding.
- Providing frequent flyer details. We will make all important rules, restrictions, and redemption information available on www.airfrance.us, in our "Membership Guide & Program Rules", and in the information kits provided to new Flying Blue members.
- Providing aircraft configuration, including seat size and pitch. We will provide aircraft configuration and seat width and pitch ranges at "Aircraft Types and Layout", and through our reservation and airport agents.
- Providing information concerning the important terms and conditions applicable to your travel. Our entire Conditions of Transport is available for your review on www.airfrance.us.
- Providing information concerning changing aircraft on a flight that has a single flight number. We will inform you of this change before you book your reservation on the telephone or online, and in writing with your ticket receipt.
- Advising of the operating carrier for code-share flights.
- Providing information about cancellation policies.
We will publish a direct link from www.airfrance.us to our partner airlines' websites to provide current information on their policies and procedures.
11. Identifying the services Air France provides to mitigate passenger inconveniences resulting from cancellations and misconnects.
- Attempt to contact you, via contact information provided in your reservation or stored in the “Air France in Touch” section under “Flight and Destination Information” on www.airfrance.us, about cancellations when the event is known.
- Provide meal allowances and hotel accommodations at Air France contracted facilities, based on availability, if you are inconvenienced overnight while away from your home or destination due to a delay, misconnect, or cancellation within Air France's control.
Air France Customer Relations
P.O. Box 20980
Atlanta, GA 30320-2980