Claims

We are committed to ensuring that you travel with peace of mind and that your trip is as enjoyable as possible.
If, however, you are not completely satisfied, please send us your claims.

Your request concerns an Air France or Joon flight


If you have already made a claim for which you have received a reference number, it is not necessary to fill out a new form for the same request.
You can also join us by phone at +33 (0)9 69 39 10 30 from 09:00 AM to 5:00 PM from Monday to Friday excluding public holidays.



Your request concerns a flight
operated by Hop!

This instructions are valid only if your flight number starts by A5 (ex: A5 1234).

In order to take in account your claim faster, you address you demand on HOP! website.

Please note: if you travelled with HOP! but your ticket showed a Air France flight number, please contact Air France Customer Care.

Your request concerns the HOP! Youth Pass

For any complaint, request for information or duplicate, you can contact our customer service via the form on hop.com.

Your request concerns the HOP! Senior Pass

For any complaint, request for information or duplicate, you can contact our customer service via the form on hop.com.

Your request concerns the HOP! Week-end Pass

For any purchase completed at an Air France ticket office or on the Air France website, the ticketholder can submit a claim by completing the online form or calling 09 72 72 22 22 (toll-free number) anytime between 9:00 and 17:00, Monday through Friday (excluding holidays).
For sales completed at a travel agency, the ticketholder can submit a claim by contacting the agency which sold the card.

Your request concerns Flying Blue

You are a Flying Blue member and would like to claim missing Miles.
You are a Flying Blue member and would like to modify an award ticket, submit a claim or consult our FAQs.
If you’ve taken a flight to or from the United States, you may submit a claim to the U.S. Department of Transportation:

- by mail:
Aviation Consumer Protection Division, C-75
U.S Department of Transportation
1200 New Jersey Ave, S.E.
Washington, DC 20590

- or via the U.S. Department of Transportation website.
If you submitted a claim to our customer service department and you are unsatisfied with our response, please contact la Médiation Tourisme et Voyage (the Board of Mediation for Tourism and Travel). You can find its contact details and referral requirements at www.mtv.travel.

If you experience a problem during an online purchase, you can use this online platform to reach an out-of-court settlement, if necessary. All information about online dispute resolution can be found on this platform.
return to top of page