General Conditions of Sale of the Air France Concierge service
In the present Terms and Conditions, unless otherwise indicated from the specific context, the expressions and terms below shall be defined as follows:
“Air France Concierge service Option”: refers to the service provided by an agent to greet and assist passengers upon departure, arrival, and/or during a connection at Paris-Charles de Gaulle airport, for a maximum of nine (9) Customers per Air France Concierge service Option, which a Customer may book under the terms and conditions set forth below.
“Private Transfer Option”: refers to a car transfer to and from Paris-Charles de Gaulle airport, provided by a driver, in accordance with the terms set forth in Articles 16 through 18 herein. This option can only be booked by a customer in conjunction with an Air France Concierge Option.
“Options” refers to the package consisting of the Air France Concierge Option and the Private Transfer Option.
“Air France”: Société Air France, a limited liability company under French law, whose registered office is located at 45, rue de Paris, F-95747 Roissy CDG Cedex, France, registered in the Bobigny Trade and Companies Register under number 420 495 178.
"Customer": an individual adult, having booked an AIR FRANCE flight and wishing to book one or more services from the Air France Concierge service offering.
“Terms and Conditions of Sale” or “Present Conditions”: refers to this contractual document, the purpose of which is to define all the terms and conditions applicable to the booking, purchase, and provision of the Options, as well as the respective rights and obligations of the Customer and Air France in this regard.
“Meeting Point”: refers to the location chosen by the Customer, which must be within the Geographic Area, where the driver will pick them up to provide the Private Transfer Option to Paris-Charles de Gaulle airport.
"Price": the price of the Options booked, calculated based on the services requested by the Customer. The Price is published on Websites in euros (or in the equivalent local currency).
"Websites": refers to the websites accessible via the airfrance.com domain, as well as the Air France mobile app, which allow users to consult, book, and purchase Options.
“Geographic Area”: refers to the area within which the Private Transfer Option may be offered, namely a radius of forty (40) kilometers around Paris-Charles de Gaulle airport, with the distance calculated using the Mappy tool.
2.1 The Air France Concierge service Option
The greeting and assistance service at CDG airport for departures includes the following services:
At departure, the Customer benefits from:
- A personalized welcome for the Customer in the SkyPriority area of the departure terminal
- Priority baggage check-in
- Assistance through priority lanes, throughout the entire journey within the terminal, up to boarding the aircraft or via the Air France lounge, provided access is available.
Upon the flight’s arrival, the Customer benefits from:
- A personalized welcome at the arrival gate
- Assistance through priority lanes throughout the entire journey, including police and customs checks, baggage claim, and accompaniment to the airport exit.
During a connection, the Customer benefits from:
- A personalized welcome at the arrival gate or, if applicable, upon arrival of the bus
- Assistance in the priority lanes all the way to the boarding gate for their next flight
In the event of a long connection, the Customer may be accompanied to the Air France lounge if they have access to it or wish to gain access A second meeting is then arranged to escort them to their boarding gate
2.2 Private Transfer Option
The private transfer service can only be booked in conjunction with the Air France Concierge service Option.
Customers who have purchased the Private Transfer Option will be picked up by car at the Meeting Point they selected during the phone call prior to the service and which was confirmed to them by email, and will be met at Paris-Charles de Gaulle airport for check-in and assistance services.
No stops are permitted between the Meeting Point and CDG.
3.2. Options are a paid service available to Customers traveling on Air France (AF), Delta Air Lines (DL), KLM (KL), Luxair (LG), and Tarom (RO) flights, for departures, arrivals, and connections at Paris-Charles de Gaulle airport. Options can be booked until 6:00 PM (Paris time) on the day before the flight.
3.3. When booking the Options, the Customer agrees to provide Air France with accurate information and to refrain from making any booking if the Customer cannot meet the Conditions set forth herein.
3.4. By booking the Options, the Customer agrees to:
- Have the legal capacity to enlist in and benefit from the services offered,
- Be advised that the Options cannot be provided to the following persons:
- Passengers with reduced mobility Air France Concierge service agents are not trained in the specific assistance required for people with reduced mobility. Passengers with reduced mobility are encouraged to contact the Saphir service (via the " Contact us" section of the Websites) to arrange for assistance in accordance with applicable laws.
- Minors aged 4 through 11 traveling alone (eligible for Kids Solo) or aged 12 through 17 traveling alone (eligible for the Kids Solo Option)
3.5. The Options reserved by a Customer are personal, nominative, and non-transferable.
Options are priced based on the number of Customers booked, according to the rate in effect on the day of booking. Information regarding the standard rates applicable to the Options is available on the Air France Websites, on the Air France Concierge service page, under the heading “Rates for Air France Concierge service”.
Base rates are quoted in euros, including all taxes (or the equivalent in local currency).
Payment for Options can be made using one of the payment methods offered by Air France, including cash at an Air France ticket office or by redeeming Miles.
After purchasing their ticket, Flying Blue cardholders can use their Miles to pay for Options via the “My Bookings” section on the Websites.
Air France undertakes to provide the services associated with the purchased Options in accordance with these Present Conditions. However, the Customer is informed that Air France may be obliged to modify its services for operational reasons linked 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 adjust the services included in the purchased Options in a manner satisfactory to the Customer.
In the event that the Options cannot be provided or must be modified for the operational reasons mentioned in the previous paragraph, Air France cannot be held liable.
The Customer who could not benefit from reserved Options will be refunded for the Price paid in accordance with the terms and conditions defined in Article 8 below.
The Options purchased by a Customer may be changed to another flight in accordance with the fare conditions of the Customer's plane ticket and in the event of a flight delay or cancellation by Air France.
8.1. Options purchased by a Customer are refundable in accordance with the fare conditions of the Customer’s plane ticket.
8.2. The Customer who purchased the Options may obtain a refund of the Price of those Options in the following circumstances:
- Delay or cancellation of the Air France flight for which the Customer purchased the Options, and if Air France was unable to find a solution for the Customer to take advantage of the Options.
- The service for the Options purchased was not provided to them.
8.3. If the Customer misses their flight due to the Private Transfer, they may be rebooked at no additional cost, provided they respected the recommended travel time when planning their trip.
Please note that if a refunded is requested for the Air France Concierge service Option, the Customer is under no circumstances entitled to the Private Transfer Option.
8.5. If the failure to provide the Options is due to a cause attributable to the Customer or the Customer’s failure to comply with the conditions set forth herein, the Customer shall not be entitled to a refund of the Price paid for said Options.
9.1 For service on departure:
- The Customer must arrive at the place and time of the appointment with the Air France agent, as confirmed the day before.
- If the Customer has booked a Private Transfer Option, the Private Transfer driver will be at the Meeting Point fifteen (15) minutes early.
- In case of delay after the scheduled meeting time:
- Up to fifteen (15) minutes: if it is no longer possible to accompany the Customers to the boarding gate for the scheduled flight, Air France reserves the right to modify the service by accompanying the Customer to the Air France counter to assist them in continuing their journey on another flight, depending on the type of ticket and its fare conditions.
- Longer than fifteen (15) minutes: Air France considers that the Customer failed to show up. Air France will not be able to provide these services and the Options will not be refunded.
- Up to fifteen (15) minutes: if it is no longer possible to accompany the Customers to the boarding gate for the scheduled flight, Air France reserves the right to modify the service by accompanying the Customer to the Air France counter to assist them in continuing their journey on another flight, depending on the type of ticket and its fare conditions.
9.2 For services upon arrival, the meeting location and time with the Air France agent will be adjusted based on operational conditions.
9.3 Number of checked baggage allowed:
The maximum baggage allowance for a group of four (4) people is equivalent to five (5) oversized baggage items (81 x 55 x 36 cm/ 31.9 x 21.7 x 14.2 in) or twelve (12) hand baggage items (55 x 35 x 25 cm/ 21.7 x 13.8 x 9.9 in), with any combination of baggage accepted within this limit. For example, a group may travel with only three (3) oversized baggage items and four (4) hand baggage items provided that the maximum capacity is not reached.
In the event of excess baggage, whether reported during trip planning or discovered on the day of service, Air France Concierge service reserves the right to charge an additional fee or to refuse to provide the service.
Air France is responsible for bookings, fares, and the organization and coordination of the Air France Concierge service under the conditions defined herein.
Air France is solely responsible for air transportation as defined by the Montreal Convention and for the services it provides directly ("meet and greet at an airport").
Air France shall not be liable and shall not be deemed to have failed in its obligations in the event of non-performance of all or part of the services, if such non-performance is due to a case of force majeure as defined in Article 1218 of the Civil Code and interpreted by French law.
In such a case, the Customer shall not be entitled to any indemnity, interest, or compensation for any direct or indirect loss suffered as a result of the failure to provide services.
Data collected by Air France for the purposes of this Option are processed in accordance with the laws and regulations in force.
We would like to draw your attention to the fact that, in accordance with consumer law provisions, the Customer does not have a right of withdrawal when purchasing services, transportation, catering and/or leisure activities remotely, which must be provided on a specific date or time frame.
Air France reserves the right to alter these Options and General Conditions of Sale at any time.
The Options are subject to the General Terms and Conditions of Sale in force at the time of purchase unless a change to these Terms and Conditions is required by law or governmental authority (in which case such change will also apply to all bookings already made).
Customers who have subscribed to the Private Transfer Option must comply with the following rules and guidelines:
- A maximum of 3 customers per sedan
- A maximum of 6 customers per van
- Seat belts must be worn
- No smoking in vehicles
- No trash, food, or spilled liquids
- No distractions for the driver
- No behavior that could create a dangerous situation
- Drivers are not required to pick up or transport baggage between the customer’s home and the vehicle Baggage pickup and drop-off take place exclusively at the meeting point, right next to the vehicle
When planning the trip, depending on the number of confirmed guests and the size of the baggage to be transported, an additional van-type vehicle may be required and charged to the Customer.
Pets are allowed in the vehicules granted they meet the following conditions:
- Dogs and cats are transported in the same approved crate in which they will be carried in the cabin or in the hold of the Air France flight on which they are checked in.
- If the Customer wishes to purchase the crate on arrival at Paris-Charles de Gaulle, the animal must be kept on a leash and the Customer must provide a blanket or towel to protect the seats from possible damage and prevent possible allergies in subsequent Customers.
- Service dogs are accepted with no restrictions or additional fees.
- Small animals, like cats and dogs under 8 kg, must travel in special crates or crates with an absorbent mat or liner. A carrier with a waterproof bottom or a special transport bag lined with rubber is recommended for cats.
At the latest when making the appointment the day before the service is to be provided (6 PM Paris time), the Customer informs the Air France Concierge that they will be traveling with a pet.
Air France Concierge service's fleet of cars dedicated to private transfers is not suitable for transporting people with reduced mobility. We therefore invite Customers to contact the available specialized services.