If you have to wait at the airport due to delay, you have a right to care.
In most cases, this means free food and free hotel accommodation.
If you experience delay, cancellation, or last-minute changes on your Air France flight, and you are stuck at the airport because of that, you are entitled to certain services. For wait times of 3 hours or more, Air France must offer complimentary meals and drinks. In the case of an overnight delay, Air France should provide a free hotel stay with transfers included.
Right to Care From Air France
European air passengers are legally protected and entitled to receive care.
This protection extends to those traveling within Europe or with European airlines. Air France complies with EU laws (specifically Regulation (EC) No 261/2004) and provides care for most of its flights to and from the European Union.
Short Delays (3+ Hours)
You can get: free food and beverages.
For flight delays lasting 3 hours or more during daytime, Air France is obligated to offer complimentary meals and beverages, as well as two free communication options such as calls, emails, or faxes. These services are typically provided in the form of coupons.
Long Delays (Overnight)
You can get: free food and beverages + free hotel stay and airport transfer.
If your delayed (or a replacement) flight is scheduled for the following day, Air France is required to provide free accommodation and transfer services. If you have not received information regarding these arrangements, please contact Air France immediately.
How to Secure Complimentary Meals and Hotel Room From Air France?
If you find yourself facing an extended delay at the airport, Air France is committed to ensuring your comfort by providing services like complimentary meals, hotel accommodation, and airport transfer. These are generally provided to you automatically during your wait.
If these amenities aren’t readily provided, don’t hesitate to reach out to the Air France customer support counter to ask about them. As per European regulations, the airline is obligated to provide these services at no cost under qualifying circumstances.
In the unlikely event that Air France doesn’t arrange these services for you, you have the option to organize them yourself. Remember to save all receipts and proof of any related expenses such as food, drink, transportation, and lodging. Once you have these documents, you can submit a claim to Air France for reimbursement, outlining all your expenses during the delay. It’s important to include all relevant details to streamline the reimbursement process.
Extraordinary Circumstances
Let’s first clarify what this term indicates.
What Do Extraordinary Circumstances Entail?
Extraordinary circumstances relate to events outside the control of the airline.
They may involve severe weather conditions, labor strikes not linked to the airline, security threats, political turmoil, or hidden technical issues that could endanger flight safety. And, yes, these events can cause flight delays, cancellations, or changes.
Despite the inconvenience caused, the airline is exempt from providing compensation under these circumstances as per Regulation (EC) No 261/2004.
However, the right to care, as highlighted above, remains unaffected.
Are Mechanical Malfunctions Considered Extraordinary Circumstances?
Mechanical malfunctions do not typically fall under extraordinary circumstances according to Regulation (EC) No 261/2004. The regulation explicitly states that technical problems arising from the ordinary operation of an airline aren’t classified as extraordinary, as these are within the airline’s control.
These issues may encompass regular maintenance or minor repairs. Such matters are part of the airline’s standard duties and, therefore, cannot be used as an exemption from providing passengers compensation or care.
Nevertheless, if a hidden manufacturing defect threatening flight safety is identified, this could be classified as extraordinary. Such instances are rare, pose an immediate risk to the safe operation of the aircraft, and do not form part of the airline’s usual technical procedures.
Right to Care Under Extraordinary Circumstances
Even in the event of extraordinary circumstances, passengers are entitled to care.
While Air France may be exempt from providing compensation for delays or cancellations due to situations beyond their control, they are still obligated to ensure passenger comfort during the waiting period. This includes providing meals, refreshments, and, if necessary, accommodation in the event of significant delays.
The same principle applies to offering an alternative mode of transportation in the event of flight cancellation – passengers have a right to this.
Right to Care: FAQ
In this section, we will address some of the most frequently asked questions about the rights of passengers during flight delays and cancellations with Air France.
What Is the Right to Care?
The right to care pertains to the responsibilities Air France must fulfill towards their passengers during incidents such as flight delays, overbooking, and cancellations. As per European law, in these circumstances, Air France must ensure passenger comfort by providing complimentary meals, refreshments, and if necessary, accommodation during significant delays.
How Can I Claim My “Right to Care” If My Flight Is Delayed?
If your Air France flight is delayed by 3 hours or more, the airline should automatically offer you amenities including complimentary meals and refreshments, and necessary lodgings in case of overnight delays. The same applies to all airlines, including low-cost airlines.
If these services are not provided, you can contact the Air France customer service counter at the airport. Alternatively, you can pay for these services yourself and then submit a reimbursement claim. It is advised to do the latter as quickly as possible.
Do I Have the Right to Care If My Air France Flight Is Cancelled?
Yes, if your flight is cancelled, you are entitled to the right to care.
This implies that Air France must provide you with meals, refreshments, and accommodation (if required), along with an alternate method of reaching your destination. If the cancellation is due to Air France’s mistake, you are also eligible for flight cancellation compensation.
Do Extraordinary Circumstances Exempt Air France from Offering the Right to Care?
No, the right to care still applies in the event of extraordinary circumstances, which are situations beyond the airline’s control.
Therefore, even if your flight is delayed or cancelled due to severe weather, security issues, or labor disputes, you are still entitled to free meals, refreshments, and accommodation (if required).
How Can I Apply for Reimbursement If I Had to Arrange for My Own Accommodation and Meals?
If you had to organize your own meals, hotel stay, or airport transfers because Air France did not, ensure you keep all receipts and proof of purchase. You can submit these, along with a detailed report of your expenses during the delay, to Air France for reimbursement.
Note, however, this policy only covers essential expenses.
Does the Right to Care Apply to All Air France Flights?
The right to care applies to all flights with Air France to and from Europe.
As an EU airline, the right to care under Regulation (EC) No 261/2004 applies to all of its flights departing from and arriving in Europe. However, with non-European airlines, this regulation only applies to flights departing from Europe. Flights arriving in Europe from other parts of the world on non-European airlines are not covered under this European law.
Is This Right to Care Exclusive to European Passengers?
No, the right to care applies to all passengers on Air France flights irrespective of their nationality.
The laws that outline the right to care are Regulation (EC) No 261/2004 and Regulation UK261, established by the European Union and the UK government.
According to these laws, any airline operating in Europe must provide care and compensation to affected passengers when relevant. So, the right to care applies to all passengers, regardless of their nationality. The only exception is with non-European airlines, where these regulations only apply to flights departing from Europe and not to those arriving in Europe from other parts of the world.
By Europe and EU here on this page (and on this website in general) we mean all EU Member States, the United Kingdom (UK), Guadeloupe, French Guiana, Martinique, Reunion, Mayotte, Saint Martin (French Antilles), the Azores, Madeira, the Canary Islands, Iceland, Norway, and Switzerland.