Air France Customer Commitment
We will provide full and timely information within 30 minutes on the status of known delays, cancelations, and diversions by:
Providing real-time flight status information via a toll-free telephone number 800-237-2747, and on www.airfrance.us at " Flight status ". - Providing, through our gate agents and flight crews, consistent and timely updates on the status and known causes of delayed, canceled, or diverted flights.
- Contacting you about cancelations when the event is known if you provide us with contact information in your booking.
It is our intention to deliver your baggage on time; however, in the event that this does not occur, we will make every reasonable effort to return misplaced baggage within 15 or 30 hours of arrival for international itineraries in accordance with US Department of Transportation regulations. We will compensate you for expenses as required by applicable international agreements for international itineraries. If we cannot locate your bag within the timeframes set forth above, we (or another airline) will issue a refund for any fee charged to transport your significantly delayed or lost checked bag.
- A quarantine order by a U.S. or foreign government requiring a customer to quarantine at the destination of their itinerary for more than 50% of the length of their trip, after a customer has purchased a ticket
- A public health emergency applicable to a customer’s itinerary declared after a customer has purchased a ticket, with advice from a licensed treating medical professional not to travel by air to avoid serious communicable disease
- A customer receiving advice from a licensed treating medical professional not to travel by air because the consumer has or is likely to have contracted a serious communicable disease, and the consumer’s condition is such that traveling on a commercial flight would pose a direct threat to the health of others
We may offer a refund to the original form of payment or provide travel credit. The travel credit will be valid for 5 years and will be transferable.
Passengers with Disabilities and Other Special Needs 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 800-210-6508. Additional information may be found at www.airfrance.us under " Special assistance and accessibility " section of our Contact us pages.
Upon notification to Air France by the passenger, and as otherwise described in Section 5 above, we will offer a refund to passengers with disabilities and individuals in the same reservation as the individual with a disability who do not want to continue travel without the individual with a disability, where you are: (1) an individual with a disability who is downgraded to a lower class of service that results in one or more accessibility features needed by you becoming unavailable; (2) an individual with a disability who is scheduled to travel through one or more connecting airports different from the original itinerary; or (3) an individual with a disability who is scheduled to travel on substitute aircraft on which one or more accessibility features needed by you are unavailable. 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.
Because passengers with confirmed reservations on a flight frequently fail to show, airlines are permitted by federal regulations to sell more tickets for travel than there are seats on the aircraft to reduce the number of empty seats on our flights. Air France will handle “bumped” 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 booking 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 $1,075 (whichever is lower), 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 $2,150 (whichever is lower), 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 $1,075).
- Over 4 hours arrival delay - 400% of one-way fare (but no more than $2,150).
“Alternate Transportation” is air transportation with a confirmed booking 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.
We will provide you with your travel itinerary and timely and complete information about policies and procedures that affect your travel, including:
Refund Policy - Cancelation Policy
Loyalty Program Details. We will make all important rules, restrictions, and redemption information available on www.airfrance.us , in our " Flying Blue page", and in the information kits provided to new Flying Blue members. Aircraft Configuration, including seat size and pitch. We will provide aircraft configuration and seat width and pitch ranges at www.airfrance.us , then click on “Information” then on "Travel with us", and through our booking and airport agents. Information concerning the important terms and conditions applicable to your travel. Our entire General Conditions of Carriage is available for your review on www.airfrance.us . - 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.
- Lavatory Availability.
To mitigate inconveniences to you resulting from changes in your travel itinerary (cancellations and misconnects), we will:
- Contact you, via contact information provided in your booking, about cancelations 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 cancelation within Air France's control.