Air France is a France-based international airline operating passenger transport, cargo, and aircraft maintenance services. It's headquartered in Tremblay-en-France near Paris Charles de Gaulle Airport, it is a subsidiary of the Air France-KLM Group and a founding member of the SkyTeam global airline alliance.
Air France customer service offers support through multiple channels, including phone, email, and social media, to assist with booking, flight changes, and other inquiries. Support is also available at airports, offering services for passengers with special needs, lost luggage, and flight disruptions. Air France rejected Gerardine D’Sa’s receipts for a lost bag. After our advocates stepped in and she filed a DOT complaint, it offered her $1,793. It also flagged Elana Gershuny’s ticket as fake, stranding her in Lyon and secretly blacklisting her. She was off the blacklist a few weeks after we contacted the airline. Gilda Souza got new vouchers for the full $23,577 value of her tickets after she filed a DOT complaint.
Response times: Usually 1 to 5 business days (estimated). Air France’s customer commitment states it will acknowledge written complaints within 30 days and provide a substantive response within 60 days.
Live chat support
Air France offers live chat via its website and mobile app, available 24/7.
Response times are estimated at 1 to 30 minutes.
Air France also provides customer service through WhatsApp, Messenger and Apple Messages, available 24/7 in English and French.
Social media
Air France is active on social media platforms such as Instagram, Facebook and X. Responses can range from a few hours to a day depending on the platform and the inquiry’s complexity.
Help center/FAQ
Air France help center/FAQ provides quick answers to common questions regarding…
To find your flight details, search by entering your departure date, departing location, arriving location, or flight number on the Air France website.
Find an overview of your ticket cost, as well as the service fees for changes and refunds on the Air France website.
Start the refund process by selecting your preferred language, followed by the country, type of request, product type, and refund reason, and then entering your contact details.
Air France customer service policies
Air France's general conditions of carriage (updated December 28, 2024) govern all flights operating under an Air France flight number. They cover ticketing, check-in, baggage rules, liability limits under the Montreal Convention, carriage of passengers with special needs, and conduct on board. For flights to or from the U.S., supplemental special conditions apply, including a class-action waiver provision.
Air France's legal notices set out the terms under which its websites may be used. They confirm that Air France is a French limited company registered in Bobigny, with a corporate address of 45, rue de Paris, Tremblay-en-France, 95747 Roissy Charles de Gaulle cedex. The notices limit use of its websites to personal, non-commercial purposes and state that disputes are subject to French law and French courts.
Air France loyalty program
Air France's loyalty program is Flying Blue, a joint program shared with KLM Royal Dutch Airlines. Members earn miles on Air France, KLM, and partner airlines, as well as through non-airline partners. Miles can be redeemed for flights, upgrades, and other rewards. The program includes tiered status levels (Explorer, Silver, Gold, Platinum, and Ultimate) that unlock benefits such as access to airport lounges, additional baggage allowance, priority services, and cabin upgrades.
Frequently asked questions about Air France
Report the issue immediately to an Air France representative at the airport and obtain a Property Irregularity Report (PIR) reference number before leaving the terminal. Call Air France at (800) 237-2747 or track your bag through the Air France website using your PIR number. For international itineraries, Air France's customer commitment states it will make every reasonable effort to return misplaced baggage within 15 or 30 hours of arrival. If your bag is not returned, you may be eligible for reimbursement of necessary expenses. Liability for lost baggage is generally limited to approximately 1,519 Special Drawing Rights (roughly $2,000 USD) under the Montreal Convention.
For eligible refundable tickets, Air France processes credit card refunds within seven business days and debit card or cash refunds within 20 calendar days. Refund requests can be submitted through the Air France refund page. If your flight was canceled by the airline, Air France is required under U.S. Department of Transportation rules to offer a full refund to the original form of payment. Processing times for complex claims may be longer; multiple customer reports from 2025–2026 indicate waits of several weeks for dispute resolution.
If Air France modifies your itinerary significantly, you are generally entitled to rebook on an alternative flight at no extra cost or request a full refund. Contact Air France at (800) 237-2747 or via the claims page to request your preferred resolution. Keep records of all correspondence. Multiple passengers in 2025 have reported that schedule changes were made without sufficient notice; documenting the original and revised itineraries strengthens any claim.
Submit a complaint via the Air France claims form on the U.S. website. Air France's customer commitment states it will acknowledge written complaints within 30 days and provide a substantive response within 60 days for flights to, from, or within the U.S. If the airline does not respond satisfactorily, you can contact the U.S. Department of Transportation consumer complaint hotline at (202) 366-2220. For flights within or departing Europe, passengers may also contact their national aviation authority or an alternative dispute resolution body.
Air France's carry-on policy allows one cabin bag and one personal item within specified size and weight limits, which vary by fare class. Enforcement at the gate can vary; multiple passengers in 2025–2026 report being asked to check cabin-sized bags at the gate due to space constraints, sometimes without a fee waiver. If you are asked to check a bag you paid to bring on board, ask for written confirmation and retain any receipts for a potential expense claim. Review the current baggage policy at wwws.airfrance.us/information before travel.
For flights that departed from or arrived in the European Union (or operated by an EU carrier like Air France from any country), passengers may be entitled to compensation under EU Regulation EC 261/2004 for cancellations or delays of three hours or more, subject to exceptions for extraordinary circumstances. For flights to or from the U.S., compensation for involuntary denied boarding is required by U.S. DOT regulations. Submit claims through the Air France claims page. Third-party claim services such as AirHelp and AirAdvisor can assist if Air France does not respond promptly, though they typically charge a commission.
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published December 13, 2024. Updated October 24, 2026.
