What to Do if Your Air France Flight is Cancelled or Delayed & How to Get Compensation (Fast!)

Written By Joanna Teljeur

Last Updated: December 06, 2024

In this guide, we’ll explain what steps you should take when you have flight disruptions and what to do to ensure you get the EU261 compensation you’re owed from Air France.

Air France Flight Delays? Here’s What to Do

In 2023, OAG reported that Air France’s on-time performance rate was just 68.33% based on 286,586 flights. Putting it another way, this means that over 90,000 flights were delayed in 2023 alone! Were you on one of them?

The next time you have an Air France flight delay, take these steps:

1. Ask an Air France agent to confirm the reason for the delay.
2. Keep the answer handy because this will help you later if you file a claim.
3. Gather evidence of the delay by taking photos or screenshots of the Air France app, information boards, etc..
4. Keep track of how long the delay lasts. If you are waiting at least 2 hours, Air France must offer you food and drinks.
5. Begin keeping receipts for out-of-pocket expenses.
6. When you eventually get to your final destination, write down the time the door was opened at the gate. You’ll need this to determine compensation eligibility.
7. Find out if your flight is eligible for compensation. You can use our free checker and find out immediately.

How Air France Will Help You

Fortunately, Air France is legally required to help passengers with delays as long as you are flying to, from, or within the territory of the European Union. Here’s what you can expect to receive.

Delays that last 2 hours or more 

If your flight is delayed, and you have to wait at the airport, you’re entitled to food and drink vouchers or coupons, as well as access to free communication, one prepaid phone card or the cost of two telephone calls (limited to 5 minutes each), fax messages or e-mails, and even hotel accommodation and transport if you have to wait overnight.

Delays that last 5 hours or more 

If you have a delay that lasts 5 hours or more, you get to choose between a full refund of the ticket price for the parts of your trip you haven’t used OR an alternate flight to your destination. 

If you accept an alternate flight, and you arrive at least 3 hours late, then you can also get between €250-600compensation.

When Air France Cancels Flights 

Did you know that in 2022, Air France cancelled 1.18% of their flights, and in 2023 the cancellation rate was 1.3%? This means that if the airline operated 450,000 flights in 2023, 5,850 of them were cancelled! 

In 2022, Benjamin Smith, CEO of Air France-KLM spoke with GH-Aviation about delays and cancellations. His comments can shed light on what airlines are up against with on-time performance and what can contribute to flight disruptions.

He said, “We had staff shortages . . ., both at KLM and also with Schiphol. On top of that there was a big demand for increased salaries because of inflation. So, it all came to a head and the airport got overwhelmed and we had to make some difficult cancellations”. He went on to explain that, “Certain positions and certain support functions such as security, frontier police or any of the other support functions, there is a lack of employees who are interested in this work, and if we do finally locate or find people, there is a training delay”.

So, the next time your Air France flight is cancelled, here’s what you need to do:

1. Verify the cause of the cancellation with Air France, and keep a record of their response. 
2. Find an Air France agent or contact the airline by phone, SMS, or on social media to get a rebooking. You can find all the contact information here.
3. If none of the alternate flights they offer work for you, then ask for a refund, and rebook a new flight yourself.
4. If you have to wait 2 or more hours for your new flight, ask for meal and refreshment vouchers
5. Keep copies of everything: receipts, airline correspondence, photos, and anything else that can serve as evidence for a compensation claim.
6. Write down the actual time you arrive at your destination.
7. Check to see if you can get compensation, and file a claim with Air France.

What You’re Entitled to if Your Air France Flight is Cancelled

1. If Air France cancels your flight without a 14-day prior notification, you could get between €250-600 in compensation. 
2. You should be also given the choice between a replacement flight or a refundeven if you purchased a non-refundable ticket.

What if your seating class is downgraded?

If you bought a ticket in one seating class, but you are suddenly moved to a lower seating class without your consent, Air France will reimburse you for a percentage of the ticket price depending on the distance of your flight.

• 30% of the ticket price for all flights of 1,500km or less;  
• 50% of the ticket price for all flights within the EU of more than 1,500 km, and all other flights between 1,500 and 3,500 km; 
• 75% of the ticket price for all other flights.

Early claims have an 72% higher chance of payoutAct now before your claim expires.Check Your Flight

Air France’s Refund Policy

If you purchased a refundable ticket, then you can cancel your flight and request a refund with no extra fees. If your ticket is non-refundable, then you can usually only get a refund if Air France cancels your flight.

Did you book your ticket through an agency? If you did then you should contact the agency to get the refund.

How to Request Refunds

You can request a refund by going to the “My Bookings” section on the Air France site or by contacting the airline’s customer service. Online requests are free but if you do this by phone or other methods, then you might be charged a fee.

How Long Does it Take to Get a Refund?

Air France says that they usually process refunds within 30 days from the time the request is received.

Air France Delays, Cancellations, and Refunds Comparison

Denied Boarding on an Air France Flight

If you checked-in and arrived at the gate on time but were prevented from boarding, then you may be entitled to between €250-€600 in compensation.

If you were denied boarding because your Air France flight was oversold then read our in depth guide what to do Air France Denied Boarding. 

Missed Connections with Air France

If you missed a connection because the first leg of your trip was cancelled or delayed, then Air France will help you by rebooking you onto another flight. You can also get compensation as long as you arrive 3 hours late AND all the affected flights are under a single booking. 

How Much Compensation Can You Get?

As long as your flight was to, from, or within the European Union and you were at least 3 hours late at your destination, then the amount you can receive is based on the overall distance of your flight, as you can see below. 

**Air France might try to reduce this amount by as much as 50%, but AirAdvisor always works to get the full amount.

Should You Accept Vouchers from Air France?

Don’t be surprised if Air France offers you a travel voucher in place of compensation. The amounts offered are based on the distance of your travel.

Air France Voucher Values

We advise against accepting vouchers for the following reasons:

1. Air France vouchers are typically only valid for ONE YEAR after the date it was issued. If you don’t use it within the year, the total value will be lost. Remember, you have a right to cash.
2. Research has shown that many passengers simply fail to use them. This is like throwing money away. 
3. Accepting a flight voucher from Air France may surrender your right to seek additional compensation.

The Air France Conditions of Carriage, specifically states that, “the passenger forfeits the right to request a refund of the original ticket when accepting a non-refundable voucher".

Signing Waivers or Documents

Air France might ask you to sign certain papers or waivers. These could be crafted to limit the airline's accountability or relinquish your right to compensation. Don’t sign any document that you don't completely understand.

If you're handed such documents for a disrupted Air France flight, make sure to read through them carefully and seek legal counsel if required.

Don’t accept airline vouchers

Let AirAdvisor help your case.

Check Your Flight

What Causes Compensation Ineligibility?

If the cause of the flight disruption is beyond Air France’s control, then you won’t receive financial compensation. 

So, if your AIr France flight was interrupted because of civil unrest, restrictions from air traffic control, a strike at the airport, or other similar situations, then you will not get compensation. However, you are still entitled to meals, accommodation, refunds, and rebookings.

Recently, Air France suspended flights to Israel because of the turmoil in the region. If your flight was cancelled because of this, then you would not be eligible for compensation because the situation in Israel is not something any airline can control. 

But here’s the thing to remember: Air France will use extraordinary circumstances as an excuse to avoid paying compensation. So, collect enough supporting evidence to submit with your compensation claim so it will be more difficult for the airline to deny.

What Laws Protect Your Passenger Rights?

Air passenger rights in Europe are governed by EU Regulation 261, crafted to assure fair treatment and adequate compensation for flight disruptions. Because Air France is based in the European Union, you are protected anytime you fly to, from, or within EU territory.

What about Air France flights in the United Kingdom?

The UK has a similar set of regulations known as UK261. These rules are nearly identical to the rules in the EU. So, if you are flying with Air France inside the UK, your rights will be protected as they are in Europe.

How to Submit an Air France Compensation Claim 

If your flight is eligible, and you want to submit a compensation claim with the airline, then here’s what you need to do.

Step One

1. Collect all the documents pertaining to the flight in question (dates, times, booking reference number, and any supporting evidence)
2. Go to the Air France claims page and either log in or search for your booking.
3. Follow the prompts, adding the information they require, and submit.
4. Take screenshots of the form as you complete it so you have a record of what you said.
5. Double check to make sure the information is correct and submit. 
6. You’ll be sent a reference number. Keep this and use it to track your claim.

Step Two

If and when Air France responds, keep copies of all their correspondence with you.If you don’t hear from them after a few weeks, follow up with a message. You can find this option on the Air France claims page.

Getting a response can take 30 days or more. Decisions about compensation can take 90+ days, but usually it will take longer than this, especially if your claim is complex.

The Challenges of Filing Claims on Your Own

The compensation claim process is straightforward, but passengers who have submitted claims directly with Air France have run into some problems.

Poor functionality on the webform

Some passengers have complained that the Air France form was glitchy with errors and unresponsive pages. 

Slow response time

Passengers have also complained about how long it takes to get a response or even an acknowledgement from Air France customer service. 

Complicated documentation

For some, providing the necessary details and documentation can be frustrating and time consuming.

Rejected or disputed claims

Be aware that Air France will most likely try to use extraordinary circumstances as a way to avoid compensation payouts. 

Communication obstacles

Some passengers have struggled with the language and time zone differences that can make the claims process especially challenging.

Need Help with Your Air France Compensation Claim? 

Whether you want assistance with a claim you’ve already begun, or you want us to handle the entire compensation process for you, AirAdvisor can help.

• Expertise and Experience: With a track record of managing over 370,000 cases over the last 7 years and a customer satisfaction rating of 4.6 out of 5 from more than 20,472 verified reviews, our expertise and commitment to our clients are unquestionable.
• Lowest Pricing: The average family can save at least €120 or more by switching to AirAdvisor from other more expensive providers. We are the lowest-cost service provider in the market, ensuring you get the maximum compensation without hefty fees.
• Risk-Free Service: Our service is based on a no-win, no-fee basis. This means that if we don’t secure your compensation, you don’t owe us a thing. Our commission is withheld from the airline payout.
• Hassle-Free Process: Once you file a claim with AirAdvisor, we take over all the hard work. From case preparation to filing your lawsuit in court, our team handles everything, saving you from the headaches of dealing with airlines.
• Increased Chances of Success: Airlines are more likely to pay compensation when AirAdvisor steps in because they are aware of our successful collection efforts (98% success rate).

Get started with your claim todayIt’s free to check your eligibility, and it only takes about 3 minutes. Enter your flight details below to begin.Start your claim now!

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