Air France India Customer Care: A Complete, Practical Guide

How to reach Air France from India

For India-based travelers, the most reliable entry point to Air France customer care is the regional website and app. Start at airfrance.in, then go to Help and Contacts to see India-specific options, including phone, webforms, and chat/messaging where available. Because numbers and hours can change, the site will display the current India contact details after you select your country. The Air France mobile app (iOS and Android) mirrors most self-service tools: manage bookings, request refunds, add seats and baggage, and monitor disruption alerts in real time.

Air France also supports assistance via social channels in English and French. For quick questions and status updates, use X/Twitter (@airfrance) or Facebook (facebook.com/airfrance). Do not share full card numbers or CVV in DMs; customer care will only ask for your booking reference (PNR) and partial personal details to verify your identity. Social support is typically available 24/7 in English, while call-center hours vary by region and may follow India Standard Time (UTC+5:30). Always verify the latest hours and numbers on airfrance.in before calling.

• Help and Contacts (India portal): airfrance.in → Help and Contacts → Contact us (shows the current India phone number and opening hours)
• Make a claim: airfrance.in → Help and Contacts → Claims (post-travel service issues, refunds, EU261 compensation requests)
• Mobile app: Search “Air France” on the App Store and Google Play (manage booking, seat/baggage, disruption alerts, check-in)
• Social media: X/Twitter @airfrance; Facebook facebook.com/airfrance (English/French; do not share sensitive payment details)

What customer care can do for you (India-specific scenarios)

India-based passengers most commonly contact Air France for itinerary changes, involuntary schedule changes, refund processing, baggage assistance, and special service requests. If you booked directly with Air France (website, app, or call center), customer care can modify your ticket, reissue fare differences, and process refunds where permitted by your fare rules. If you booked via a travel agency or an online travel platform, the agency generally owns the ticket and must action changes and refunds; Air France can advise, but the agency typically performs the reissue/refund.

Special meals and assistance requests should be placed well in advance. Air France offers commonly requested meals on India routes—such as Asian vegetarian (AVML), vegetarian vegan (VGML), and child meals—subject to availability; request them no later than 48 hours before departure. For medical support or mobility assistance (wheelchairs, airport assistance, traveling with medical equipment), contact customer care as early as possible and at least 48 hours before departure so the airline and airport teams can coordinate. For unaccompanied minors, Air France’s “Kids Solo” service is mandatory for ages 5–14 on international flights and optional for ages 15–17; book the service and complete the required forms before travel.

Baggage: allowances, problems, and timelines

On long-haul India–Europe–North America itineraries, typical Air France allowances are: Economy Light (carry-on only), Economy Standard (usually 1 checked bag at 23 kg), Premium Economy (often 2 checked bags at 23 kg each), and Business (usually 2 checked bags at 32 kg each). Allowances can vary by route, booking class, and Flying Blue status, so confirm your exact allowance in your booking or in the Air France app under “My bookings.” Paying for extra or overweight bags online—before you reach the airport—usually costs less than at the counter.

If your bag is delayed or damaged, report it before leaving the arrival hall at the Air France or handling agent desk, and keep the Property Irregularity Report (PIR) file number. Under the Montreal Convention, you must report damaged baggage in writing within 7 days of receipt and delayed baggage within 21 days of when it was delivered. The airline’s liability for baggage is limited to 1,288 Special Drawing Rights (SDR) per passenger unless you made a higher-value declaration and paid any applicable fee; keep receipts to substantiate claims.

Delays, cancellations, and your rights (EU261 + India context)

Because Air France is an EU carrier, Regulation (EC) No 261/2004 (EU261) may apply to many India itineraries. EU261 applies to flights departing the EU/EEA/UK and to flights to the EU/EEA/UK operated by an EU/EEA/UK carrier. This means India→Paris flights on Air France are covered. Compensation typically applies when you arrive at your final destination 3 hours or more late, unless the delay was caused by extraordinary circumstances (for example, severe weather or ATC restrictions).

EU261 compensation levels are distance-based: €250 for flights up to 1,500 km; €400 for flights between 1,500 and 3,500 km; and €600 for flights over 3,500 km (most India–Europe legs fall here). If your flight is cancelled, you are entitled to a choice between refund and re-routing, and to care (meals, hotel when necessary). Refunds under EU law must be processed within 7 days for qualifying cancellations, typically to the original form of payment. Submit EU261 claims via the Air France “Claims” page; include your PNR, e-ticket number, and evidence of arrival time at final destination.

Documents and details you should have ready

Having the right information at hand dramatically speeds up resolutions with customer care. Air France agents will first ask for your booking reference (PNR) and passenger details to verify your identity. For ticketing changes and refunds, they may also need your e-ticket number and the form of payment used at purchase. For baggage or disruption claims, dates, flight numbers, and any receipts for expenses will help the agent assess eligibility and process reimbursements efficiently.

• PNR (6 characters, letters/numbers) and each passenger’s full name exactly as on the ticket
• E-ticket number (13 digits; Air France stock generally begins with 057)
• Passport details and contact phone/email reachable in India
• For refunds: original payment method, billing name, and bank details if requested for bank transfer
• For baggage claims: PIR file number, photos of damage, purchase receipts, and delivery confirmation
• For special assistance: medical certificates or MEDIF if required; specify equipment dimensions and battery type for mobility devices

Smart ways to get faster help from India

Call volumes tend to spike around major schedule changes, weather events in Europe, and early mornings (India time). If your query isn’t urgent, try mid-afternoon or late evening IST for potentially shorter queues. Use the app or website to complete what you can before calling: selecting seats, requesting meals, adding baggage, and retrieving invoices are usually quicker self-serve. If you must speak to an agent, have a concise “ask” ready—e.g., “I need to move AF225 on 12 Oct to 14 Oct; I accept any AF flight that arrives by 10:00 at CDG.”

If you were disrupted, keep all proof of expenses (itemized receipts). Air France typically reimburses reasonable, necessary costs when it has a duty of care (meals, hotels, transport between airport and hotel), but caps and conditions apply; submitting within a few days with clear scans helps. For missed connections on through-tickets, customer care or airport transit desks will prioritize the next available option; always accept and document the proposed re-routing even if you later request compensation.

Escalations, complaint channels, and regulators

If first-line support doesn’t resolve your issue, escalate in writing via the Air France Claims form found on airfrance.in under Help and Contacts → Claims. Provide a factual timeline, attach supporting documents (tickets, boarding passes, baggage PIR, receipts), and cite the regulation you believe applies (for example, EU261 for delays over 3 hours on AF-operated flights). Air France Customer Relations will respond by email; response times vary by case complexity and peak periods.

For unresolved grievances in India, you can file with the Ministry of Civil Aviation’s AirSewa portal at airsewa.gov.in. For EU261 disputes specifically, you may contact the National Enforcement Body in the EU country of departure or the French authority when relevant to Air France operations. Keep all correspondence, as regulators will require proof you attempted resolution with the airline first. Most compensation and refund cases close faster when documentation is complete, dates and flight numbers are exact, and bank or card details for payout are accurate.

Key timelines and cutoffs to remember

Check in online as soon as it opens (usually 30 hours before departure; verify in your booking). For airport formalities in India, arrive at least 3 hours before international departures; Air France long-haul check-in counters commonly close 60 minutes before departure, and boarding may close 15–20 minutes prior to take-off. Special meal requests and assistance should be placed at least 48 hours ahead. For baggage issues, the written deadlines are 7 days (damage) and 21 days (delay), and EU261 refunds for qualifying cancellations should be paid within 7 days.

Keep these numbers handy: PNR (6 characters), e-ticket number (13 digits, typically starting with 057), Montreal Convention liability limit for baggage (1,288 SDR), and EU261 compensation thresholds (€250/€400/€600) with the 3-hour arrival delay rule. When in doubt, cross-check the latest contact numbers, opening hours, and policy details on airfrance.in before you call or submit a claim.