- Your operating carrier is:
- Air France, Joon or KLM, or,
- CityJet or HOP! Air France (provided on behalf of Air France), or,
- Delta Air Lines or Kenya Airways (when departing from an airport in the EU). - You have a confirmed reservation on the flight.
- You are fully checked in at the time of the indicated check-in deadline or, if no time is indicated, no later than 45 minutes before the departure time.
- You are traveling on a fare available to the public, or on a ticket issued under a frequent traveler program.
- You are traveling on a flight departing from an airport within the European Union (EU).
1. Cancelation
1.1 Cancelation assistance
- Rerouting to your final destination under comparable transport conditions as soon as possible as indicated by the carrier, or at a later date at your convenience, subject to the availability of seats
- Reimbursement for the part, and/or parts, of your journey that were not made, and for the part, and/or parts, already made if you do not wish to continue with your initial travel plans and you wish to return to your first point of departure, as noted on your ticket
- A meal or snack and/or refreshments, depending on your wait time
- Hotel accommodation (related transport included) for cases in which an overnight stay is necessary
- A pre-paid phone card (or reimbursement if requested for 2 phone calls, limited in duration to 5 minutes each) or 2 faxes or 2 emails
1.2 Cancelation compensation
- If the cancelation was due to extraordinary circumstances that could not be avoided. For example: bad weather conditions, political instability, strike, security concerns on the ground and/or in flight
- If you were informed of the cancelation at least 2 weeks before your planned departure time
- If you were informed of the cancelation between 2 weeks and 7 days before your planned departure time and you were offered an alternative flight that would have enabled you to depart up to a maximum of 2 hours before your original planned departure time and to arrive at your final destination less than 4 hours after your original planned arrival time
- If you were informed of the cancelation at least 7 days before your planned departure time and you were offered an alternative flight that would have enabled you to depart up to a maximum of 1 hour before your original planned departure time and to arrive at your final destination less than 2 hours after your original planned arrival time
Transportation credit voucher amounts (non-refundable):
- A – Flights up to 1,500 km: *€350
- B – Flights within the EU of more than 1,500 km, and all other flights
between 1,500 and 3,500 km: *€500
- C – Non-EU flights of more than 3,500 km: *€800
Compensation amounts (cash):
- A – Flights up to 1,500 km: *€250
- B – Flights within the EU of more than 1,500 km, and all other flights
between 1,500 and 3,500 km: *€400
- C – Non-EU flights of more than 3,500 km: *€600
* This transportation credit voucher amount / compensation may be reduced by 50% if the arrival time of the alternative flight does not exceed the initial scheduled arrival time by 2 hours (for flights under category A), 3 hours (for flights under category B) or 4 hours (for flights under category C).
2. Delay
2.1 Delay assistance
- A meal or snack and/or refreshments, depending on your wait time
- Hotel accommodation (related transport included) for cases in which an overnight stay is necessary
- A pre-paid phone card (or reimbursement if requested for 2 phone calls, limited in duration to 5 minutes each) or 2 faxes or 2 emails
- Cases in which such assistance would cause further delays are excluded
2.2 Delay compensation
This delay compensation cannot be issued at the airport and therefore you need to contact customer service (see section 5).
Transportation credit voucher amounts (non-refundable):
- A – Flights up to 1,500 km: *€350
- B – Flights within the EU of more than 1,500 km, and all other flights
between 1,500 and 3,500 km: *€500
- C – Non-EU flights of more than 3,500 km, with a delay of more than 4 hours: *€800
Compensation amounts (cash):
- A – Flights up to 1,500 km: *€250
- B – Flights within the EU of more than 1,500 km, and all other flights
between 1,500 and 3,500 km: *€400
- C – Non-EU flights of more than 3,500 km, with a delay of more than 4 hours: *€600
* This transportation credit voucher amount / compensation may be reduced by 50% for flights of more than 3,500 km if the arrival time of the delayed flight is between 3 and 4 hours after the scheduled arrival time.
3. Denied boarding
If the number of volunteers required cannot be achieved and you are denied boarding against your will, you are entitled to assistance and compensation, provided that you have met the check-in time requirements (see below). You are not entitled to compensation if you were refused boarding for reasons related to health, security or inadequate travel documentation.
3.1 Denied boarding assistance
- Rerouting to your final destination under comparable transport conditions as soon as possible as indicated by the carrier, or at a later date at your convenience, subject to the availability of seats
- Reimbursement for the part, and/or parts, of your journey that were not made and for the part, and/or parts, already made if you do not wish to continue with your initial travel plans and you wish to return to your first point of departure, as noted on your ticket
- A meal or snack and/or refreshments, depending on your wait time
- Hotel accommodation (related transport included) for cases in which an overnight stay is necessary
- A pre-paid phone card (or reimbursement if requested for 2 phone calls, limited in duration to 5 minutes each) or 2 faxes or 2 emails
3.2 Denied boarding compensation
Transportation credit voucher amounts (non-refundable):
- A – Flights up to 1,500 km: *€350
- B – Flights within the EU of more than 1,500 km, and all other flights
between 1,500 and 3,500 km: *€500
- C – Non-EU flights of more than 3,500 km: *€800
Compensation amounts (cash):
- A – Flights up to 1,500 km: *€250
- B – Flights within the EU of more than 1,500 km, and all other flights
between 1,500 and 3,500 km: *€400
- C – Non-EU flights of more than 3,500 km: *€600
* This transportation credit voucher amount / compensation may be reduced by 50% if the arrival time of the alternative flight does not exceed the initial scheduled arrival time by 2 hours (for flights under category A), 3 hours (for flights under category B) or 4 hours (for flights under category C).
4. Downgrading
- 30% for all flights of 1,500 km or less
- 50% for all flights of more than 1,500 km within the EU and all other flights
between 1,500 km and 3,500 km - 75% of the ticket price for all non-EU flights of more than 3,500 km
5. Reimbursement requests,
compensation claims,
and other inquiries
- your flight is canceled, or,
- your flight is delayed more than 5 hours, or,
- you have been denied boarding against your will,
If you wish to get in touch with AIR FRANCE/KLM regarding a reimbursement request, a compensation claim or any other inquiry, please contact the local AIR FRANCE/KLM Customer Care office, preferably by e-mail. Contact details can be found at www.airfrance.com or www.klm.com.
6. Designated administrative bodies
https://ec.europa.eu/transport/sites/transport/files/2004_261_national_enforcement_bodies.pdf
We recommend that you first contact the customer service department of the airline that was your operating carrier for the flight during which the irregularity occurred (contact details can be found on the operating carrier’s website).
Version 1
Valid from October 15, 2013