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Customer service


Claims
 

Flight delay

If you have taken out insurance with your travel agency to cover flight delays or if your credit card (which you used to pay for your trip) includes such cover, we advise you to contact your insurance company immediately. Once you have received compensation, they will then contact our company directly.

If you suffer a major delay, please write to us, if you so wish, to provide full details, so that your claim can be considered. We shall reply as soon as possible to give you further information.

In any case, it is essential that you enclose in your letter the ORIGINALS of your flight ticket as well as the stub of your boarding pass together with your airport call notice.

 

The follow-up to all claims is undertaken by our Passenger Customer Relations Department:

XL Airways France
Service Relations Clientèle Passagers
BP 13760
95727 Roissy Charles de Gaulle Cedex
FRANCE
Telephone: +33 (0)9 69 32 09 12 Monday to Friday, 9.00 to 12.00 am.(local time in France)

 

If your flight has been chartered by a Tour Operator, we advise you to simultaneously contact the Customer Relations department of your Tour Operator.
 

Reminder:
The General conditions of carriage are applicable to your flight, please refer to that document which is an integral part of your contract of carriage.

 

Dissatisfaction with our services

If any of our flights fail to give you total satisfaction, you are encouraged to send your written remarks and comments to the XL Airways France Customer Relations Department.
A reply will be sent to you as soon as possible.
 

Special needs

For any special needs, such as special meals (vegetarian only), carriage of animals or cumbersome items, please email us at: prepavoyage@xlairways.fr
 
For all claims, please write to the XL Airways France Customer Relations Department:
 
XL Airways France
Service Relations Clientèle Passagers
BP 13760
95727 Roissy Charles de Gaulle Cedex
France