Air France takes measures to build confidence in air transport


  • A new sales policy, simple and flexible;
  • € 1.1 billion in reimbursements for more than 2 million requests processed
  • Travel insurance covering the risk of epidemics;
  • Air France Protect, Air France’s health commitment.

In the context of the current health crisis and faced with the very gradual lifting of travel restrictions around the world, Air France is implementing exceptional measures to support and reassure its customers.

A completely flexible commercial policy

Air France adapts its commercial measures to allow its customers to book their next trip with confidence.

If customers wish to cancel their trip, their ticket can now be changed at no additional cost and without proof, on the date and to the destination * of their choice. If they wish, they can apply for a refundable credit voucher. These measures, which offer optimal flexibility, apply to all trips until March 31, 2021.

If their flight is canceled by the airline, customers can choose to reschedule their trip to the date and destination * of their choice, request a full refund of their ticket or receive a credit voucher, which is also refundable upon request. it is not used.

Finally, for all trips until the end of the year, customers who are members of the Flying Blue loyalty program will see their Miles and experience points (XP) doubled.

Since the start of this unprecedented crisis, Air France has considerably strengthened its sales teams dedicated to supporting its customers. Nearly 700 agents are currently in charge of processing reimbursement requests and credit vouchers. Since January 2020, 2 million requests have been processed and 1.1 billion euros reimbursed.

* if the change of destination results in a price change, only the price difference will be applied.

New travel insurance coverage for epidemic risks

In partnership with Allianz Travel, Air France is extending its travel insurance coverage to better protect its customers. The company now also provides them with coverage ** in the event of illness or quarantine due to an epidemic or pandemic such as Covid-19.

This insurance allows them to deal with unforeseen events with cover for specific events, in particular when traveling with medical assistance and reimbursement of medical expenses abroad or additional costs caused by quarantine (accommodation costs for example).

This insurance coverage, offered to customers when purchasing their ticket on the website and in company customer relations centers, complements the existing Cancellation + Missed Flight, Multi-risk and Assistance products. .

** coverage available for customers residing in France, Germany, Spain, the Netherlands and the United Kingdom, and soon in other countries.

Air France Protect, Air France’s health commitment

The health and well-being of Air France customers and employees are at the heart of the company’s concerns. Air France is committed to providing its customers with optimal health and hygiene conditions at every stage of their journey. Grouped under the “Air France Protect” label, the measures implemented by the company are regularly adapted to changes in the current health context.

In accordance with the regulations in force, it is mandatory to wear a surgical mask on arrival at the airport, where a number of measures have been put in place to guarantee a customer travel experience in optimal conditions of health and safety. security – application of physical distancing measures, meters equipped with protective plexiglass screens, self-service kiosks regularly disinfected, hand disinfectant available throughout the airport and reorganization of customer channels at check-in and when boarding to limit contact.

Wearing surgical masks is also compulsory on board the aircraft and throughout the trip. The air in the cabin is renewed every 3 minutes. The air recirculation system on Air France aircraft is equipped with HEPA – High-Efficiency Particulate Air – filters identical to those used in hospital operating theaters. In addition, to limit interactions, in-flight service has been simplified – meal and drink service has been completely adapted and duty-free sales have been temporarily suspended. The newspapers and magazines offer is now entirely digital, accessible in the Air France Play application.

Air France has also stepped up aircraft cleaning procedures, in particular with the disinfection of all surfaces in contact with customers such as armrests, tables and screens before each flight. A specific procedure for disinfecting aircraft by spraying an approved virucidal product has also been put in place.

Reopen the sky, flight after flight

Air France currently operates flights to nearly 170 destinations, including more than 70 cities in Europe, several international connections around the world and its entire network in France, including the overseas departments and Corsica. Before their trip, Air France invites its customers to check the entry conditions and travel documents required on arrival. To find out more, visit

Roissy, September 14, 2020


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