Terms and conditions personalized airport services
When you purchase your flight ticket, Air France offers the possibility to purchase an optional paid service called "Personalized Airport Services". This option consists of a choice of several services to facilitate your journey through the airport. Personalized Airport Services are only offered to Customers who meet the criteria contained in the present Terms and Conditions and have booked a ticket on an AIR FRANCE or KLM flight that is departing, arriving or connecting at Paris-Charles de Gaulle 2 or at Paris-Orly, or on a flight operated by Delta Airlines, in partnership with Air France, that is departing or arriving at Paris-Charles de Gaulle 2. These Conditions form an integral part of the General Conditions of Sale as defined under "Legal Notices". Any Customer booking Personalized Airport Services is deemed to have read and accepted these Conditions.
Meet and greet and assistance service at the airport This service includes meet and greet and assistance for 1-4 travelers by an Air France agent, on departure, arrival or transit at Paris-Charles de Gaulle 2 or Paris-Orly airports. For departure services, the Customer is met by an Air France agent in a pre-determined meeting point (communicated to the Customer by phone and confirmed by e-mail). The Customer then receives fast-track assistance through airport procedures and is accompanied up to the boarding gate. For arrival services, the Customer is met by an Air France agent at the arrival gate and receives fast-track assistance through airport procedures until the exit from the airport: immigration and customs, baggage claim, etc. Customers with connecting flights are accompanied to the boarding gate of their next flight. At Paris-Charles de Gaulle, upon request, the meet and greet service can be provided by an agent with the following language and cultural skills: Literary Arabic, Cantonese, Korean, Spanish, Hindi, Japanese, Mandarin, Portuguese or Brazilian Portuguese. This service is subject to agent availability. Meet and greet and assistance service for groups Specific services for groups (minimum 9 passengers) are available upon request, depending on the number of passengers and availability of services:
- check-in counters can be personalized for the group;
- fast-track assistance by one or several Air France agents for the entire group or only to the group's leader;
- access to the Air France lounge.
3.1. Personalized Airport Services can be booked by phone via a specific Air France service center number: +33 (0)1 72 95 00 77 (standard local or international call rates apply – no surcharges), available Monday through Friday from 8 AM to 8 PM. 3.2. Personalized Airport Services are paid-for services offered to Customers traveling on AIR FRANCE or KLM flights departing, arriving or connecting at Paris-Charles de Gaulle 2 or at Paris-Orly airport, or on flights operated by Delta Airlines departing from and/or arriving at Paris-Charles de Gaulle 2. For individual Customers, the booking file may include up to 8 passengers (adults and children). For Customers traveling in groups, the number of passengers per booking file is not limited. However, choice of services is dependent on the number of people and the availability of the desired services. 3.3. Personalized Airport Services are subject to availability. Payment and issuance must be completed at the time of booking. The booking is confirmed after payment. 3.4. Personalized Airport Services must be requested and confirmed before the latest booking times below.
- For the meet and greet and assistance services at Paris-Charles de Gaulle: bookings can be made up to two (2) hours before flight departure subject to availability.
- For meet and greet and assistance services at other airports, bookings can be made up to forty-eight (48) hours before flight departure.
3.5. When booking Personalized Airport Services, the Customer undertakes to provide accurate information to Air France and to refrain from booking if the Customer cannot meet these Conditions. 3.6. When reserving Personalized Airport Services, the Customer agrees to comply with the following cumulative conditions: - (i) The Customer has the legal capacity to contract and benefit from the services offered; - (ii) If the Customer chooses Personalized Airport Services on departure, the Customer expressly declares that he/she is aware that the latest meeting time (as defined set by Air France for each request according to the destination, number of baggage items and operational conditions) does not apply to the following persons:
- passengers with reduced mobility
- pregnant women
- children and infants under 4 years old (whether or not they are accompanied by an adult);
- children between 4-11 years old traveling alone (eligible for the Kids Solo service)
- minors between 12-17 years old traveling alone (eligible for the Kids Solo service ),
- passengers traveling with a pet in the cabin.
3.7. Personalized Airport Services reserved by a Customer is personal, nominative and non-transferable.
Personalized Airport Services are subject to individual pricing for each service booked. A final price quote will be provided to the Customer by telephone at the time of booking. This quote will be based on the rates for each service selected by the Customer and the number of passengers. Information on base rates applicable to each of the Personalized Airport Services is available on the Air France websites, on the "Airport Welcome Service" page found in the Information section of the website under the heading "Your flight options at a glance". Base rates are quoted in euros, all taxes included.
Payment is made by debit or credit card in Euros. Air France will charge the card at the time the booking is made by telephone. Payment for Personalized Airport Services can only be made using one of one of the following cards: American Express, Mastercard/Eurocard, Visa, Diners, UATP, JCB. Payment is completely secure thanks to data encryption technology conforming to the highest standards.
Air France undertakes to provide purchased Personalized Airport Services in accordance with these Conditions. However, the Customer is informed that Air France may be obliged to modify the services for operational reasons due to safety and/or security requirements. Air France will do its utmost to notify the Customer at the earliest opportunity and find a solution to modify Personalized Airport Services bookings in a manner that is satisfactory to the Customer. Air France shall not be held liable in the event that Personalized Airport Services cannot be provided or must be modified for the operational reasons cited in the previous paragraph. The Customer who is unable to benefit from the Personalized Airport Services booked will be refunded the price paid according to the refund process defined in article 8 hereunder.
Personalized Services at the Airport reserved by a Customer are modifiable or exchangeable subject to availability under the cumulative conditions specified hereafter: (i) The modification request is made at the latest two (2) hours and thirty (30) minutes before the start of the service (ii) The Price after modification is equal to the Price initially paid. If the price after modification is higher than the initial Price, the difference will be charged to the Customer. If the Price after modification is lower than the initial price, Air France will keep the difference; (iii) Personalized Services at the Airport reservations become available at the new date or booking time; (iv) The name of the Customer remains unchanged.
8.1. The Customer having reserved one or several Personalized Services at the Airport can only be refunded the Price of said services if in accordance with the following conditions:
- Delay or cancellation of the Air France or KLM flight for which the Personalized Services at the Airport were reserved (in the event that Air France is not able to find a solution to modify the Personalized Services at the Airport such that the Customer may benefit from them);
- One of the Personalized Services at the Airport reservations was not delivered by Air France or its suppliers.
For service on departure, the Customer must show up at the meeting point and time agreed upon with him/her in advance and confirmed by e-mail. The Air France agent will be at the meeting point ten (10) minutes before the agreed meeting time. If the Customer shows up within five (5) minutes after the agreed meeting time and accompaniment to the gate for the planned flight is no longer possible, Air France reserves the right to transform the service by accompanying the Customer to the Sales Desk to help the Customer pursue his or her journey on another flight in accordance with the ticket type and its conditions of sale. For Customer delays greater than fifteen (15) minutes after the agreed meeting time, Air France will consider the Customer to be a "no-show" and the service will not be assured by Air France. For arrival services, the meeting place and time will be adjusted in accordance with operational requirements.
For departure services, the group must show up at the meeting point at the time agreed upon in advance and confirmed by e-mail. If the group shows up to fifteen (15) minutes after the agreed meeting time and it is no longer possible to accompany the Customers to the boarding gate in time for the flight, Air France reserves the right to adapt the service by accompanying the group to the Air France counter to help them rebook their trip on another flight, subject to ticket type and fare conditions. For arrival services, the meeting place and time will be adjusted in accordance with operational requirements.
To contact Air France regarding Personalized Airport Services bookings or complaints, please contact the service center at: +33 (0)1 72 95 00 77 (cost of a normal local or international call – no surcharge).
Air France shall not be liable and shall not be deemed to have failed to perform its obligations in the event of non-delivery of all or part of the services booked if this is due to a case of force majeure as defined or interpreted by French jurisprudence. In this case, the Customer shall not be entitled to any indemnity, interest or compensation for direct or indirect damage suffered as a result of the non-delivery of services.
We draw your attention to the fact that, in accordance with the provisions of article L121-20-4 of the French Consumer Code, the Customer does not have a right of withdrawal when purchasing services, transportation, catering and/or leisure activities that must be provided on a specific date or time frame. For services other than those mentioned above, the Customer benefits, in accordance with the law, to a right of withdrawal of seven (7) days from the time of booking, except in the case where the purchase relates to services that must be provided within a period of less than seven (7) days of booking, in accordance with applicable law.
Air France reserves the right to make changes to the Personalized Airport Services and these Conditions at any time. Personalized Airport Services will be subject to the General Terms and Conditions in effect at the time of purchase unless a change to these General Terms and Conditions is required by law or a governmental authority (in which case such change will also apply to all bookings already made).
These General Terms and Conditions of Sale are governed by French law. In case of dispute, the French courts shall have exclusive jurisdiction, unless otherwise indicated in the General Terms and Conditions of Sale.
Version February 2021