Complaint or Compliment

Please note that flight cancellations linked to the coronavirus (Covid-19) are considered to be due to extraordinary circumstances, therefore exempting airlines from paying compensation.

Due to a large number of requests related to the current health situation, our processing times are longer than usual. Thank you for your understanding.

Your rights

In case of cancellations, delays, downgrades and denied boarding you may be entitled to some compensation. Please download the leaflet below for further information.

Reporting missing baggage

If your baggage was missing upon arrival at the airport, please fill out the declaration form within 24 hours of your arrival.*

We will make every effort possible to resolve this issue as soon as possible.
For more information, please see the "Baggage problems" section of our website.

To inform us of a baggage problem (missing items, damaged baggage) please use the form below.

* Only if your arrival airport is one of the following: Ajaccio, Basel-Mulhouse, Bastia, Bordeaux, Lyon, Marseille, Montpellier, Nantes, Nice, Paris-Charles de Gaulle, Paris-Orly, Strasbourg, Toulon or Toulouse.

Flying Blue claims

Are you a Flying Blue member and want to submit a claim linked to your card or Miles?

Make a claim

We are here to help you.
For a fast response, please contact us online by clicking the below email address and filling in the form:*

*Please note this inbox is not manned and a completed form must be submitted to make a claim.

For a priority response please enter your Flying Blue number.

You can also contact us by phone:

By phone: 0207 660 0337
(Opening hours: Monday to Friday, from 8:00AM to 8:00PM and Saturday from 9:00am to 5:30pm)

Calls are charged at national standard rate.

Should you not have a valid e-mail address you can also send a mail at the following address:

Air France /KLM
Service Client
TSA 60001
60035 Beauvais Cedex

Alternative Dispute Resolution

You have the right to seek an independent review of how your complaint was handled.

Please note that there are several Alternative Dispute Resolution schemes for the aviation sector in the United Kingdom. Air France is signed up to the services of ‘AviationADR’ and is therefore willing to submit itself to its ADR procedure. You can contact them via the following channels:

Consumer Dispute Resolution

12-14 Walker Avenue
Stratford office Village
Wolverton Hill
Milton Keynes
MK12 5TW

T:  0203 540 8063

AviationADR is approved by the Civil Aviation Authority to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for consumer disputes (Competent Authorities and Information) Regulations 2015. You will need to refer your complaint to them within 12 months of Air France’s last response to you.

You can do so if you have concerns relating to:
  • denied boarding, long delays or cancellation of flights
  • the destruction, damage, loss or delayed transportation of baggage, or
  • issues related to the carriage of passengers with reduced mobility

Provided that:
  • you have already contacted Air France about your concerns and have not received a reply within 60 days or
  • you are dissatisfied with the way your concern has been handled or disagree with how your claim was processed by Air France.

As a consumer you may use the European Commission’ online dispute resolution platform to submit your complaint if you wish. This can be done by completing the electronic form available via this link:

For your information

Don't forget to send original supporting documents which will allow us to process your request: these include invoice, ticket receipt, boarding pass, etc...

Connect with us through social media

Our web teams are standing by to answer any questions you may want to ask through Twitter or on Facebook. Please send us your personal information (booking reference, Flying Blue number) by private message only.

If your claim concerns Flying Blue …

Have you lost your Flying Blue card? Are there Miles missing from your account? Are your Flying Blue personal details up-to-date? The Flying Blue Customer Care department is here to help and will answer all your questions.
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