AIR FRANCE COMMERCIAL INSTRUCTIONS – Level 1
The following rebooking options may be offered from D-3 to H, to customers with valid ticket on flights /
dates concerned, whatever the fare paid (including fares subject to special conditions)
- whose flight was cancelled
- or delayed for more than 5 hours on long-haul flights
- or delayed for more than 3 hours on short and medium-haul flights*
* Refund is subject to restrictive conditions (refer to point 3 hereunder).
In all cases, enter an RM element in the PNR specifying the cause and date of the irregularity.
1. Rebooking / Rerouting
a. Rebook for travel in the same cabin on the first available flight.
- Travel agents: rebook on AF/KL only, same routing
- Direct sales points: Rebook on the same day on AF/KL/DL/AZ/VG/KQ, then Skyteam then other airlines.
At D+1, rebook on AF/KL only.
b. Rebook for travel within a maximum of one month in the ticketed booking class on AF/KL only.
If this booking class is not available, rebook in a higher booking class and collect the fare difference.
Please note:
- When disruption occurs on the outbound flight, the inbound date may be changed to preserve the
original duration of the stay.
- All penalties/change fees may be waived, even if required by the ticketed fare basis.
- New date of travel may be earlier than original ticketed, within above guidelines.
- One outbound and one inbound change are permitted.
- Rebooking/Reissue must be completed within 72 hours beyond day of disruption.
- Award tickets: same services as revenue passengers. Rerouting priority depending on the tier level.
- Tickets with a non-commercial discount with a reservation: rebooking on AF flights. If the rerouting is on
another carrier, the FIM agreement must include staff passengers. Refer to GGAIRAFFIMAF (Rebooking
by AF agents only).
- If AF proposes a rerouting to a nearby station, AF pays for collective transport to final destination (train,
bus, collective taxi). If AF is unable to organize surface transportation, the customer may rent a car (A
category only) and ask for a refund in after sales by providing the invoice and itinerary receipt.
2. Change point of origin / destination
Use the total value of the unused flight coupons towards the purchase of a new ticket to any
origin/destination at any AF/KL fare, using the following guidelines:
- All penalties/change fees may be waived, even if required by the ticketed fare basis.
- Fare difference must be collected or refunded accordingly.
- Rebooking/Reissue must be completed within 72 hours beyond day of disruption.
3. Refund only if cancellation or delay for 5 hours or more on short, medium and long-haul flights
Refund the full value of unused flight ticket using the following guidelines:
- Penalties waived.
- Ticketing fees are not refundable.
- For customers at connecting point and coming from EU/EEA stations or from Morocco who refuse the
rerouting proposed, return to the point of origin is at AF expenses. Refund by AF agents according with
PAM 4.1.12.
- Travel agents can process refunds for fully unused tickets directly in their GDS. Refunds for partially
used tickets may be requested via BSP link.
- Award tickets (AF agents only): in the case of journey cancellation, total recredit of the miles (or half
reward at point of turnaround) in after sales. Refund unused taxes (AF agents only).