Contact us

Online application form

Questions? Special requests? Any complaints?

This place allows you to get in touch with our teams and to find the information you need.
Did you check our FAQs? We regularly update it to answer your common questions.

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Do you travel soon with us and need special assistance? Carriage of medical and / or mobility equipment, assistance for passengers with visual or hearing impairment etc.

Fill in the contact form below to inform the company. To help us serve you better, it is recommended that you contact us 48 hours before your flight but you have no obligation to do so.

To find a flight, please use the search engine on the homepage and fill in your criteria (departure airport, destination, departure date, arrival date, number of passenger etc.)
All our best offers and promotions are available on the promotion page.
We accept payments by Visa and MasterCard from every country. However, we do not accept American Express.

If you have any issue to finalize your booking, don't hesitate to contact us via the form below.

You can also contact us by phone:

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

If you want to retrieve your booking, just click on the Manage my booking button at the top of the page. Enter your first name and your booking reference.

Your booking will be no longer 76 hrs. after the date of your return flight if you bought a round-trip ticket or 76 hrs. after the date of your one-way flight.

Did you make a mistake during your booking ? (phone number, last name etc.)

If you bought your tickets on XL.com:

If you want to modify your phone number or your email address, retrieve your booking by clicking on the Manage my booking button at the top of the page. Enter your first name and your booking reference. In the "Passenger information" section, click on « Modify ». You can now proceed your changes.

If you made a mistake during your purchase or you see an error in names of passengers, you can't do any change online. Contact us by phone :

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

If you bought your ticket through a travel agent, an online travel agent or a Tour Operator, you should contact them directly.

If you bought your tickets on XL.com :

If you purchased your ticket on our website XL.com and you didn't received your booking confirmation and/or your flight tickets per e-mail, feel free to complete the form below.

You can also contact us by phone :

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

If you bought your ticket through a travel agent, an online travel agent or a Tour Operator, you should contact them directly to get your confirmation.

You can request a travel date change directly via the contact form below.

You can also call our advisers:

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

NB: if your ticket fare conditions allow a travel date change, this change will incur a service charge. Please see our General Conditions of Sale in order to check the cost of these fees.

If you bought your tickets on XL.com:

If you purchased your ticket on our website XL.com and realized that you made a mistake in passenger's name(s), you can contact us by phone:

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

Please see our General Conditions of Sale in order to check the cost of these modification fees.

If you bought your ticket through a travel agent, an online travel agent or a Tour Operator, you should contact them directly to get your confirmation.

If you bought your tickets on XL.com :

If you do not use your ticket, even for tickets that are not eligible for a refund, you can ask for a refund of the taxes or individual fees. Please make the request using the online form below.

If you bought your ticket through a travel agent, an online travel agent or a Tour Operator :

If you have not used your ticket you can get a refund of some taxes (especially airport taxes). In order to get this refund you should contact your travel agent or Tour Operator directly.

Only some of the airport taxes can be refund. The fuel-surcharge can be refund only in case of refundable fares.

If you have any issue with your booking, feel free to contact us via the form below.

You can also contact us by phone :

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

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If you have an electronic ticket with an XL Airways France ticket number starting with 473…, you can book the seats of your choice up to 96 hours before departure.

Find out more about advance seat selection on this page.

If you do not have an electronic ticket with a number starting 473…,please contact your tour operator.

You can book special meals up to 96 hours before your flight. Find out more about special meals available on XL Airway's flights on this page.
All information concerning baggage allowances can be found on this page.

If you have an electronic ticket with an XL Airways France ticket number starting with 473..., you can add no more than one to five items of baggage up to 4 hours before departure. Please see our section about extra baggage here.

If you have not reserved this service at least 4 hours prior to departure of your flight, any excess baggage costs will be charged at the price applicable at the airport.

If you do not have an electronic ticket with a number starting 473..., you cannot add luggage in advance on our website. Present yourself for check-in with your excess luggage. See the General Conditions of Carriage for the applicable prices.

All information on sports equipment (golf bag/bike/kitesurf board, etc.) are available here.

If you wish to carry a long board, a paddle board or a windsurf board, you have to obtain our approval in advance. To do this, please complete the form specifying the dimensions of your board (length, width, height and weight).

You are allowed to carry one bag and an accessory in the cabin. Your instrument will replace your cabin baggage, but it must fit in the overhead locker.

Heavy instruments may be problematic. That's why we recommend to fill the form below in order to specify your musical instrument's dimensions.

All information about oversized baggage are available here.

If you wish to carry an oversized luggage, you have to obtain our approval in advance. To do this, please complete the form specifying the dimensions of your luggage (length, width, height) and the weight.

If you bought your tickets on xl.com :

For an unborn child, or if you wish to add a baby to a booking you have already made, contact us using the form (see below) giving the date of birth of the baby and its first and last names. Once the booking has been finalised, we shall contact you to pay for the baby's ticket by credit card.

You can also contact us by phone :

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

If you bought your ticket through a travel agent, an online travel agent or a Tour Operator, you should contact them directly.

Baby meals are not served on board. Parents are advised to bring little jars for the meal onto the flight. Water for bottles will be supplied by our cabin crew. Remember to bring baby formula.

We do not offer specific meals for children either. They receive the same meals as adults. However, you have the possibility to order online a chargeable meal for children up to 96 hours before departure. Find out more here.

For regular flights (tickets beginning with 473...), a hold baggage allowance of 10kg and a cabin baggage allowance of 5kg is granted to babies under two years of age. From two years old, the baggage allowance is the same as for adults.

If you bought a package, please contact directly your tour operator.

The carriage of the first pushchair like item, baby carrier or car seat can be carried in the hold free of charge. Any additional item for the comfort of your baby will be charge at €50 / $55. WARNING: size and weight limits may apply. Please see the General Conditions of Carriage.

There are a limited number of cribs available on our long-haul planes only (A330)—between 4 and 6 depending on the type of aircraft—and they can only hold babies up to 9 months old.

We recommend that you make your request to your travel agent/tour operator or by using the form (see below) at least 7 days prior to departure.

Please be advised that only the first reservations shall be honoured, subject to availability.

You can also contact us by phone :

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

There are a limited number of cribs available on our long-haul planes only (A330)—between 4 and 6 depending on the type of aircraft—and they can only hold babies up to 9 months old.

We recommend that you make your request to your travel agent/tour operator or by using the form (see below) at least 7 days prior to departure.

Please be advised that only the first reservations shall be honoured, subject to availability.

You can also contact us by phone :

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

You child will be more than 9 months old on the date of departure.
You then can not benefit from a bassinet because they can only hold babies up to 9 months old.

Children aged under 12 years old may travel alone as Unaccompanied Minors (UM) except for on transit or connecting flights.

A limited number of UMs are accepted on each flight.

You can purchase UM tickets from our call center only :

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

Over 12 years of age, a child is no longer considered as a UM and therefore receives no special treatment. They will be treated as an adult passenger.

However, we are able to provide an assistance if you ask for it. This chargeable option can be purchased via our call center only :

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

Because our aircraft are subject to quotas concerning the number of animals they can carry at any one time, you must let us know that you intend to travel with your pet, either at the time of your reservation or by calling our call center :

You can also contact us by phone :

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

You are responsible for obtaining any travel documentation required for the animal including in particular an up to date record of vaccines, animal passport, health certificate or any other document required for arrival/exiting the destination country.

XL Airways France reserves the right to refuse to carry an animal if it considers that the safety of the animal, or that of persons or property, is not guaranteed.

Only dogs and cats are accepted on our aircraft. For further precisions please see our General Conditions of Carriage.
To help us serve you better, it is recommended that you contact us 48 hours before your flight but you have no obligation to do so.

Children aged under 12 years old may travel alone as Unaccompanied Minors (UM) except for on transit or connecting flights.

A limited number of UMs are accepted on each flight.

You can purchase UM tickets from our call center :

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

Over 12 years of age, a child is no longer considered as a UM and therefore receives no special treatment. They will be treated as an adult passenger.

However, we are able to provide an assistance if you ask for it. This chargeable option can be purchased from our call center only :

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

All passengers must be in possession of valid travel documents for their final destination and any stop overs in transit (in some cases), including the visas and any special permits that may be required by applicable law in the States of departure, destination or transit. Depending on your nationality, XL Airways France recommends that you contact your travel agent or Tour Operator or the embassies or consulates for the countries prior to departure.

XL Airways France reminds you that passengers are responsible for ensuring that they obtain all necessary documentation prior to travelling.

To do so we suggest that you consult our page dedicated to regulations.

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We do not issue written confirmation of boarding: it is the responsibility of each traveler to keep his boarding pass or his luggage tag in order to prove that he has accomplished check-in formalities in a timely manner.

However, if the passenger is eligible to collect the aerial territorial continuity contribution from the French authority (LADOM), and is no longer in possession of his or her boarding pass or luggage tag, we may exceptionally send him written confirmation of boarding, provided that the ticket is eligible for LADOM contribution and that XL Airways has the adequate information regarding passenger’s boarding on his data. In that case, you will be requested to please send us via the contact form an identity document copy of each traveler wishing to receive the LADOM contribution.

Any request for a non-boarding certificate must be accompanied by a photocopy of the identity document of each traveler concerned.
The certificate of flight's delay is not a boarding certificate and is not needed for the consideration of your complaint. This is a non transferable certificate.
Did you like to fly with us? Did you enjoy the service on board? We are always very happy to have positive feedback from passengers.

We do not offer any commercial gesture in case of less than 3 hours of delay in compliance with our General Terms and Conditions of Sale. XL Airways France do not guarantee your connections (other airline companies, ground transport), including in case of delay.

Thank you to attach to your request: a boarding certificate for each traveler (boarding pass and / or bag tag) and a nominative bank account details.

You can also contact your travel agency or our call center by phone :

- From the USA: dial 1-877-496-9889, from Monday to Friday from 8:30 am to 8:30 pm and Saturday from 10 am to 3 pm.

- From France: dial 0892 692 123 (€0.35/min + cost of a call ) from Monday to Sunday 8 am to 11 pm, or dial 00 33 3 51 86 00 22 if calling from other European countries.

Your complaint has been processed by our supervisors at boarding. You don't have other procedure to follow. We will get back to you as soon as possible.
If your request is about seat purchased in advance but not obtained, thank you to attach to your request your invoices and your boarding pass.
If your request is about a meal purchased in advance but not obtained, thank you to attach to your request your invoices and your boarding pass.
If your request is about other services booked but not obtained, thank you to attach to your request your invoices and your boarding pass.
Without more specification, our processing time may be increased.

Cabin baggage or personal belongings stay under the care of each passenger. XL Airways France could not be responsible for any lost or stolen object onboard.

You may however declare the loss of your baggage in order to organize its research at : lz@xlairways.fr

Your contacts :


For a damaged baggage :

Please fill in your declaration on the following website : Malles Bertault.

MALLES BERTAULT
135, rue d'Aboukir
1er étage
75002 Paris
Phone: +33 (0) 1 42 33 03 80
Opening hours : Monday to Saturday from 10AM to 6PM (local time in France)
Website: Malles Bertault

For a lost checked baggage :

If your hold baggage is not delivered in your destination airport, please note that a complaint must be made at airport first.

- From 0 to 5 days after your arrival, you must contact the airport tracking service (contact passed on during your declaration)

- From the 6th day, if your luggage has not been delivered, we invite you to contact our secondary research service :

XL AIRWAYS – SBA
2 rue du plat d'Etain
Bureau 406
37000 Tours
Phone: +33 (0) 1 84 03 03 13
Opening hours : Monday to Friday from 1PM to 5PM (local time in France)
Contact: lz@colitel.fr



For a delayed baggage :

If the delivery of your bags has been delayed and you purchased necessities during the waiting time, we invite to save your receipts and submit your claim to lz@colitel.fr.

The Marketing, Communications & Product department is in charge of public relations, partnerships and the definition of the airline’s product. Its agents will not respond to requests from passengers or inquiries regarding bookings, including group bookings.

Your request:

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Thank you to send an invoice and not proof of payment.
Thank you to send an invoice and not proof of payment.
Thank you to send an invoice and not proof of payment.

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