Air France Customer Commitment

We will offer our lowest fares onwww.airfrance.us. Our telephone booking system and airport ticket counters in the US will offer the lowest published fare for which you are eligible, and upon request, will identify money-saving alternative itineraries if your travel schedule is flexible. 

We will provide full and timely information within 30 minutes on the status of known delays, cancelations, and diversions by:  

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. 

Please notify an Air France employee at the airport if you cannot locate your baggage. To check on the progress of your bag search, call 800-873-2247 or go to "Contact us" atwww.airfrance.us.  We will attempt to contact owners of unclaimed baggage when a name and address or telephone number is available. 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 1,519 Special Drawing Rights per person.

For flights to or from the USA only: if you booked a flight on www.airfrance.us, you can request a refund no later than 24 hours after completing your booking (together with any paid option purchased at that time).

We will provide prompt refunds for tickets, ancillary service fees, and baggage fees, when required, in the original form of payment (unless the passenger agrees to receive the refund in a different form of payment) pursuant to 14 CFR 260. If you are eligible for a refund, Air France will disclose your refund eligibility when you are offered any alternative transportation, travel credit, voucher, or other compensation in lieu of a refund. For purchases made with credit cards, we will process a refund within seven business days. For purchases made with debit cards, cash, or check, we will issue a refund in twenty calendar days.  Your credit card company or bank will handle the refund according to your credit card agreement. We will not retain a processing fee for issuing refunds that are due.  To request a refund on refundable tickets online, visit the "My Bookings" or “Contact us” section atwww.airfrance.us. Requests for refunds of tickets purchased from a travel agent should be referred to the agency for processing if the travel agent is the merchant of record. If we offer a travel credit or voucher for any purpose, we will disclose any material restrictions, conditions, or limitations at the time of offering the credit or voucher.  For flights to, from, or within the USA, in the event of: 

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:

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.  

Unaccompanied Children We provide detailed information to parents with children ages 5 through 14 who will be traveling alone atwww.airfrance.us, inContact uspages then clicking on "Planning my trip and booking a flight" and then "I need more information about travelling with children or infant". Or by calling 800-237-2747. We provide 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.

We will provide full and timely information regarding the status of a flight if there is a lengthy tarmac delay after you have boarded or after the plane has landed, and, if safety and security conditions allow, we will provide for your essential needs such as food, potable water, operable lavatory facilities, and access to medical treatment. For further information, see Air France'sContingency Plan for Lengthy Tarmac Delaysunder Legal notices available atwww.airfrance.us.

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.  

“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:  

We will acknowledge receipt of written customer complaints within 30 days of their receipt, and will send a substantive response within 60 days of receiving the complaint. For information about filing a complaint, go to “Contact us”.

To mitigate inconveniences to you resulting from changes in your travel itinerary (cancellations and misconnects), we will:  

Our mailing address for Customer Care is the following: Air France Customer Relations P.O. Box 20980 Department 980 Atlanta, GA 30320-2980Contact customer services online