Personal Airport Services

General Conditions of Sale – Personalized Services at the Airport (version 28/06/2013)



During your flight ticket purchase, Air France offers complementary services, called "Personalized Services at the Airport".

These services ensure a more comfortable journey at the airport both upon departure or arrival and between connecting flight(s).

Personalized Services at the Airport are offered exclusively to Customers who meet the criteria in the present General Conditions of Sale and have booked a ticket on an AIR FRANCE or KLM flight departing, arriving or connecting at Paris-Charles de Gaulle 2, Paris-Orly or any other airport served by Air France.

The Present Conditions form an integral part of the General Conditions of Sale as defined under the "Legal Notices".

Any customer reserving Personalized Services at the Airport is considered to have read, understood and accepted the Present Conditions.


1. Definitions
In the present General Conditions of Sale, the expressions and terms hereafter are defined as the following:

"Customer": an individual adult, having booked an AIR FRANCE or KLM flight and wishing to reserve one or more services from the range of Personalized Services at the Airport.

All reduced mobility passengers requiring specific assistance are advised to contact SAPHIR, our assistance service (under the "Online help and contacts" heading on Air France websites via www.airfrance.com) prior to reserving Personalized Services at the Airport.

"Air France": All reduced mobility passengers requiring specific assistance are advised to contact SAPHIR, our assistance service (under the "Online help and contacts" heading on Air France websites via www.airfrance.com) prior to reserving Personalized Services at the Airport.

"General Conditions of Sale" or "Present Conditions": these Present Conditions of General Sale define the reservation, purchase and supply conditions of Personalized Services at the Airport.

"Price": the price of reserved Personalized Service(s) at the airport, calculated according to the services and complementary services and/or options requested by the Customer in accordance with the prices published in euros (including taxes).

"Personalized Services at the Airport": a range of services offering the Customer the opportunity to be personally welcomed and assisted by an Air France agent at an airport served by Air France, upon departure, arrival or between connecting flights, combined with, as needed, complementary services such as city-airport transfers for passengers and/or baggage by chauffeur-driven car or motorcycle taxi. These services can be reserved by a Customer in accordance with the Present Conditions.

"Websites": the following internet websites, accessible via http://www.airfrance.com/en : Belgium, Canada, China, France, Germany, Italy, Japan, Portugal, Russia, Spain, the United Kingdom, and the United States.


2. Description of Personalized Services at the Airport

AIRPORT SERVICES

Welcome and assistance service at the airport: this service includes the reception and assistance of 1-4 travelers by an Air France agent on departure, arrival or between connecting flight(s) at Paris-Charles de Gaulle 2, Paris-Orly, Bordeaux, Nice or any other airport served by Air France.

On departure, the Customer meets the Air France agent at a pre-determined meeting point (communicated to the Customer by phone and confirmed by e-mail). The Customer then receives assistance with airport procedures, during which he or she can use fast-track circuits up to the boarding gate.

Upon arrival, the Customer meets the Air France agent at the arrival gate and receives assistance with all airport procedures. The Customer uses fast-track circuits to the terminal exit or the meeting point for the next service. Customers in transit in Paris will be accompanied to the boarding gate for the connecting flight.

Available by request submitted up to 48 hours in advance, assistance at Paris-Charles de Gaulle can be provided by an agent with linguistic and cultural skills in one of the following languages: Brazilian Portuguese, Cantonese, Hindi, Japanese, Korean, Mandarin, Modern Standard Arabic, Portuguese or Spanish.

Welcome and assistance service for groups: the following services designed for groups (minimum of 9 people) may be added by request and are subject to the number of people in the group and the availability of services:
  • Private check-in counters that can be personalized with the group name
  • Airport assistance for the group leader provided by an Air France agent
  • Access to Air France lounges for travelers not normally entitled to this access
  • A VIP space within the Air France lounge

CITY-AIRPORT TRANSFER SERVICES

City-airport transfer by vehicle: the Customer can choose to receive this service by chauffeur-driven car or motorcycle taxi. It includes transfer between Paris-Charles de Gaulle 2 or Paris-Orly airports and Paris.

Baggage delivery upon arrival: this service includes the collection of baggage checked by the Customer from the arrivals area of Paris-Charles de Gaulle 2 airport and delivery of baggage to the Customer’s location in Paris.

Pre-check-in of baggage and delivery to the airport: this service includes the pre-check-in of the Customer’s baggage from a location in Paris and delivery of baggage to the Customer’s flight at Paris-Charles de Gaulle 2 airport.


3. Booking

3.1. Personalized Services at the Airport can be reserved:
  • by phone via a specific Air France service center at the following number: +33 (0)1 72 95 00 77 (standard local or international call rates apply – no surcharges), available Monday through Friday from 8 AM to 9 PM and Saturday from 8 AM to 8 PM,
  • or through a booking request form accessible when creating or changing an Air France flight reservation on the following Air France local websites: Belgium, Canada, China, France, Germany, Italy, Japan, Portugal, Russia, Spain, United Kingdom and United States. The Air France service center then contacts the customer to finalize and confirm the reservation.
3.2. Personalized Services at the Airport are fee-based and only offered by request to Customers traveling on AIR FRANCE or KLM flights with departures, arrivals or connecting flight(s) at Paris-Charles de Gaulle 2, Paris-Orly, Bordeaux, Nice or any other airport served by Air France. Reservation files for these services can include up to 8 passengers (adults and children). For group services, the number of travelers per file is not limited, but the service offer will depend on the number of persons and the availability of the requested services.

3.3. Personalized Services at the Airport are sold with simultaneous booking, issue and payment subject to availability. Reservation is confirmed after payment. A confirmation e-mail concerning the reservation and the General Conditions of Sale is sent to the Customer.

3.4. All Personalized Services at the Airport must be made and confirmed before the latest booking times listed below.
  • For the welcome and assistance service at Paris-Charles de Gaulle: one (1) hour and thirty (30) minutes before departure for short and medium-haul flights, and two (2) hours before departure for long-haul flights.
  • For the welcome and assistance service at other airports: forty-eight (48) hours before departure.
  • For city-airport transfer and/or pre-check-in of baggage in Paris: twelve (12) hours before the start of the service.
3.5. During the reservation of Personalized Services at the Airport, the Customer undertakes to provide Air France with exact information and to refrain from reserving if the Present Conditions cannot be met by the Customer.

3.6. When reserving Personalized Services at the Airport, the Customer undertakes to comply with the following cumulative conditions:
(i) The Customer has the capacity to contract and benefit from the proposed services;
(ii) If the Customer chooses Personalized Services at the Airport on departure with a meeting time at the latest time limit (defined by Air France for each request and variable according to the network, the number of baggage, pre-check-in status and operational factors) with the express aim of guaranteeing boarding on a flight, he/she specifically confirms being informed that this latest time limit cannot be applied to the following persons:
  • Passengers with reduced mobility
  • Pregnant women
  • Children (2-11 years of age) and infants whether accompanied by an adult or not
  • Passengers traveling with an animal in the cabin
(iii) if the Customer chooses the baggage pre-check-in service for a flight, they will ensure that the passenger is present for the scheduled baggage pick-up.

3.7. Personalized Services at the Airport reserved by a Customer are non-transferable.


4. Prices
Personalized Services at the Airport are subject to individual pricing according to the services chosen and reserved.

A final price quote will be provided to the Customer when reserving by telephone. This price quote will be established in accordance with the base price of the services chosen by the Customer, reservation fees, as well as any other elements linked to the reservation (number of passengers or baggage, city and/or place of pick-up or drop-off, time, etc.).

Information on base rates applicable to each of the Personalized Services at the Airport is available in the "A la Carte services" section on the "Personalized services at the airport" page on Air France websites.

Base rates are quoted in euros.


5. Payment
Payment is made by debit or credit card in Euros. Air France proceeds with card debit in real time at the end of the telephone reservation.

Payment for Personalized Services at the Airport can only be made by means of one of the following payment cards: American Express, Mastercard/Eurocard, Visa, Diners, UATP, JCB.

Payment is completely secure thanks to data encryption conforming to the highest standards.


6. Use of EMD
The purchase of Personalized Services at the Airport is confirmed by an EMD (Electronic Miscellaneous Charges Document).
Customers should print this document upon receipt and keep it with them, as it contains proof of purchase information that will be requested in the event of complaints


7. Air France undertakings
Air France undertakes to supply Personalized Services at the Airport reservations in accordance with the Present Conditions. However the Customer is informed that Air France may be constrained through operational reasons linked to safety and/or security requirements to modify the delivery of Personalized Services at the Airport.

Air France will do its best to inform the Customer about such cases at the earliest opportunity and find a solution to modify Personalized Services at the Airport reservations under conditions that are satisfactory to the Customer.

In the event that Personalized Services at the Airport reservations cannot be delivered or modified due to the operational reasons cited above, Air France´s responsibility cannot be engaged and the Customer who could not benefit from Personalized Services at the Airport will be refunded the price paid according to the process defined in article 9 hereunder.


8. Modification or exchange of Personalized Services at the Airport after booking
Personalized Services at the Airport reserved by a Customer are modifiable or exchangeable subject to availability under the cumulative conditions specified hereafter:
(i) The modification request is made at the latest:
  • for the welcome and assistance service at the airport: two (2) hours and thirty (30) minutes before the start of the service;
  • for city-airport transfer, delivery and/or pre-check-in of baggage and services designed for groups: twenty-four (24) hours before the start of the service;
(ii) The Price after modification is equal to the Price initially paid. If the price after modification is higher than the initial Price, the difference will be charged to the Customer. If the Price after modification is lower than the initial price, Air France will keep the difference;
(iii) Personalized Services at the Airport reservations become available at the new date or booking time;
(iv) The name of the Customer remains unchanged.


9. Refund Conditions
9.1. The Customer having reserved one or several Personalized Services at the Airport can only be refunded the Price of said services if in accordance with the following conditions:
  • Delay or cancellation of the Air France or KLM flight for which the Personalized Services at the Airport were reserved (in the event that Air France is not able to find a solution to modify the Personalized Services at the Airport such that the Customer may benefit from them);
  • One of the Personalized Services at the Airport reservations was not delivered by Air France or its suppliers.

9.2. The Customer can request the refund of the Price paid for Personalized Services at the Airport by completing an on-line complaint form accessible under the "Contact us" heading and the "Complaints" section on the Air France websites via http://www.airfrance.com. or via the following link: http://www.airfrance.fr/FR/en/local/transverse/footer/reclamation.htm.

9.3. The Customer having reserved one or several Personalized Services at the Airport will not be able to obtain refund of the Price paid in all cases where non-delivery of one or more Personalized Services at the Airport is a result of a motive attributable to the Customer or if the Customer did not respect or comply with the Present Conditions.


10. Specific conditions for the use of the Personalized Services at the Airport (welcome and assistance service)
For service on departure, the Customer must show up at the meeting point and time agreed upon with him/her in advance and confirmed by e-mail. The Air France agent will be at the meeting point ten (10) minutes before the agreed meeting time.

If the Customer shows up within five (5) minutes after the agreed meeting time and accompaniment to the gate for the planned flight is no longer possible, Air France reserves the right to transform the service by accompanying the Customer to the Sales Desk to help the Customer pursue his or her journey on another flight in accordance with the ticket type and its conditions of sale.

For Customer delays greater than fifteen (15) minutes after the agreed meeting time, Air France will consider the Customer to be a "no-show" and the service will not be assured by Air France.

For services on arrival, the place and time of the meeting point with the Air France agent will be adjusted in accordance with operational requirements.


11. Specific conditions for the use of the Personalized Services at the Airport (city-airport transfer, delivery and/or pre-check-in of baggage services and group services)

For Customer delays after the agreed meeting time, Air France will consider the Customer to be a "no-show" and the service will be cancelled.

11.1. Passengers transport services
For service on departure, the Customer must show up at the meeting point and time agreed upon in advance with the Customer and confirmed by e-mail.

For Customer delays after the agreed meeting time, Air France will consider the Customer to be a "no-show" and the service will be cancelled.

For services on arrival, the place and time of the meeting point with the supplier will be adjusted in accordance with operational requirements.

11.2. Baggage services
For baggage services on departure, baggage pick-up can be scheduled for the day prior to departure at the earliest.

For baggage services on arrival, baggage drop-off can be at the latest scheduled for the day following arrival.

The service center for Personalized Services at the Airport will contact the Customer in the following situations:
  • baggage that was not checked in or placed on a departure flight (Residence-Airport Baggage Service);
  • baggage missing upon arrival (Airport-Residence Baggage Service);
  • damaged baggage: damage observed upon arrival.
11.3 - Specific services for groups
For services on departure, the group must show up at the meeting point and time agreed upon in advance with the Customer and confirmed by e-mail.

If the group shows up within fifteen (15) minutes after the agreed meeting time and the accompaniment to the gate for the planned flight is no longer possible, Air France reserves the right to transform the service by accompanying the Customer to the Sales Desk in order to help the Customer pursue his/her journey on another flight in accordance with the ticket type and its conditions of sale.

For services on arrival, the place and time of the meeting point with the Air France agent will be adjusted in accordance with operational requirements.


12. Responsibility
Personalized Services at the Airport offered by Air France include services provided directly by Air France and, as appropriate, complementary services performed by third-party suppliers (particularly for ground transportation of passengers and baggage) under their responsibility, in the framework of a combined offer sold by Air France.

Air France is responsible for reservations, Prices, and organizing and coordinating Personalized Services at the Airport, defined in the Present Conditions.

Air France is solely responsible for air transportation as defined by the Montreal Convention and directly handled services ("welcome and assistance service at the airport"). It cannot be held responsible for ground transportation services for passengers and/or baggage offered in the context of Personalized Services at the Airport, which are the entire and exclusive responsibility of the suppliers providing said services, according to the applicable regulations of these activities.

All complaints concerning the reservation, payment and organization of Personalized Services at the Airport should be addressed to Air France by completing an on-line complaint form accessible via the "Contact us" heading and the "Complaints" section of the Air France websites www.airfrance.com/en.
or via the following link: http://www.airfrance.fr/FR/en/local/transverse/footer/reclamation.htm.

Any complaints relative to ground transportation linked with Personalized Services at the Airport should be addressed to the concerned supplier(s), listed hereafter:

Transportation by chauffeur-driven car:
EUROLIMO, SA. S company with operating capital of 225,000 euros, registered with the Antibes Commercial Registry under the number B 2011 931, located at the following address: 17 bis Allée des Métallos, 06700 Saint­-Laurent-du-Var.

Transportation by motorcycle taxi:
CITYBIRD, SA. S company with operating capital of 334,042 euros, located at the following address: 39 avenue Édouard Vaillant, 92100 Boulogne, RCS Nanterre B 448 886 762.
http://www.city-bird.com/

Baggage transport and check-in:
BSE SA.S, owner of the Liberty Bag brand name, with operating capital of 10,000 euros, registered with the Bobigny Commercial Registry under the number 513 732 693, located at the following address: 58 rue de Neuilly, Parc des Guillaumes, Bât. E1, 93130 Noisy Le Sec.


13. Contact
To contact Air France regarding Personalized Services at the Airport reservations or complaints, please contact the service center by phone available daily between 5 AM and 11 PM CET at the following number: +33 (0)1 72 95 00 77 (cost of a local or international call – no surcharge).


14. Force majeure
Air France and/or its third-party suppliers involved in Personalized Services at the Airport will not be held responsible nor be considered as having failed in their obligations in the event of the non-performance of all or part of the reserved services if this breach is due to a case of Force Majeure as defined or interpreted by French jurisprudence. In this event, the Customer may not claim any indemnity, interest or compensation as result of a direct or indirect prejudice suffered by the non-delivery of services


15. Data security and confidentiality policy
Customer data collected by Air France for the needs of Personalized Services at the Airport are handled according to the laws and regulations in force.

For more information, you are invited to consult our Security and Confidentiality policy available under the "Contact us" heading on Air France websites via http://www.airfrance.fr/FR/en/common/transverse/footer/edito_psc.htm


16. Right of Retraction
We draw your attention to the fact that, in accordance with the dispositions of article L121-20-4 of the French Consumer Code, you do not have the right to retract for the remote purchase of transport, restaurants and/or leisure services which should be supplied at a specified date or periodicity.

For reservation of services other than those mentioned above, you benefit according to law to a right of retraction of seven (7) days from the time of reservation, except where your booking is for services needing to be supplied at an earlier time than seven (7) days, in accordance with the law.


17. Flying Blue members - earning Miles
Customers holding Flying Blue cards and purchasing Personalized Services at the Airport, if they are identified as such by their membership number at the time of purchase, may earn additional Miles. If they are not identified as such at the time of purchase, they will not be credited with additional Miles.


18. Modification of the present General Conditions of Sale
Air France reserves the right to proceed with modifications to Personalized Services at the Airport and the Present General Conditions of Sale at any time. Customer subscription to Personalized Services at the Airport is subject to the General Conditions of Sale in force at the reservation time, unless a change to these General Conditions of Sale is required by a government authority (in which case this change will also apply to all reservations made by the Customer).


19. Applicable Law
The Present General Conditions of Sale are subject to French Law. In the event of litigation, only the French Courts will have jurisdiction except as otherwise indicated in the General Conditions of Sale.