Air France Customer Service Contacts

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 to 30 hours. 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.