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.

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 9:00 AM to 5:00 PM from Monday
to Friday excluding public holidays.

If you already have an ongoing HOP! claim file, you can contact our customer service via the dedicated form on hop.com.


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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 9:00 AM to 5:00 PM from Monday
to Friday excluding public holidays.

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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 this form or calling +33 (0)9 72 72 22 22
(toll‑free number) Monday through Friday (excluding holidays) from 9:00 AM and 5:00 PM.
For sales completed at a travel agency, the ticketholder can submit a claim by contacting
the agency which sold the card.
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You are a Flying Blue member and you would like to claim missing Miles.


You are a Flying Blue member and you would like to modify an award ticket, submit a claim
or consult our FAQs.

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If you wish to submit a claim for disability regarding a flight to or from the United States, you may submit your 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.
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If you submitted a claim to our customer service department and you are unsatisfied with our response, please contact the Tourism and Travel Mediation Office. 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.
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