FAQs

We have answers to nearly every question !

There are two ways to buy your ticket from our services: buy tickets directly on our website or with the call centre.
 
If you choose to book online :
Choose the routes, type of travel and dates of travel that you want, then click on "Search and Book".
At each stage of your booking click on the "Continue" button until you are ready to confirm your purchase.


If you choose to book with the call centre :
Call one of our travel advisers on 0892 692 123 (€0.35/min) from Monday to Sunday from 8 am to 11 pm or dial 00 33 3 51 86 00 22 if calling from other European countries. For US passengers please dial 877-496-9889 (from Monday to Friday 8.30am to 9.00pm and from Saturday to Sunday 9.00am to 9.00pm) or send an email to XLAirways@airlinepros.com.
There is a service charge when you book through our call centre. Please see our General Conditions of Sale and our General Conditions of Carriage for further details.

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You can buy XL Airways tickets with any travel agencies in mainland France and in the overseas French territories, Belgium, Canada, Denmark, Dominican Republic, Germany , Italy, Luxembourg, Mexico, Norway, Spain, Sweden, Switzerland, the UK,  the USA.

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Example: I would like to get a flight from Paris to Reunion with a return flight to Marseille.
In the booking search engine on the homepage click on the "Multi-destination" button then enter your itinerary with your dates.

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If you purchased your tickets directly on www.xl.com, you will automatically get a "Booking confirmation" email when you finish your order. You will then receive your electronic tickets as well as a receipt for the credit card payment.

If you have chosen to buy your ticket through our call center, you will only receive a receipt for the credit card payment and your electronic tickets.

If your credit card payment did not go through, your booking will not be confirmed and your seats will  not be booked. You will receive a refused payment message from the online payment provider "Ingenico Ogone".

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If you have bought a ticket with a reference beginning with 473, you can access your reservation at any time in the Manage my booking section of our website. You just need to fill in these fields:

  • Last name (last name of the passenger)
  • Booking number (made up of six numbers and letters, for example: XOP969)

You can then check the details of your booking: your flight schedule, the departure/arrival terminal and airport.
You can also display and, if necessary, print your electronic ticket.

If you have booked a trip with a travel agent, please contact them directly.

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Online credit card payments can be refused for several reasons:

  • The validity date for your card has expired
  • All cards have a payment limit (weekly/monthly) beyond which no withdrawal or debit can be made. This can happen even if you have sufficient funds on your account.

In order to allow us to proceed with the debit from your card when you purchase your e-ticket, we advise you to check the limits on your card and the other factors mentioned above with your bank, and have them increased if necessary. If you would like to pay your tickets with two credit cards, please contact our Call center in France on 0892 692 123 (€0.35/min) 8 am to 11 pm Monday to Sunday. For US passengers please dial 877-496-9889 (from Monday to Friday 8.30am to 9.00pm and from Saturday to Sunday 9.00am to 9.00pm) or send an email to XLAirways@airlinepros.com.

For more information, please see the "Payment" section in the FAQ page.

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If your email address is correct, you will receive your booking confirmation email within 2-3 minutes of your online payment.

If you notice a problem with the email address you entered during your order, please send us a message using the online contact form on our website.


You can also contact our call center in France on 0892 692 123 (€0.35/min) 8 am to 11 pm from Monday to Sunday. For US passengers please dial 877-496-9889 (from Monday to Friday 8.30am to 9.00pm and from Saturday to Sunday 9.00am to 9.00pm) or send an email to XLAirways@airlinepros.com.

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If you bought your ticket through a travel agent, a third party website or a Tour Operator, please contact them directly to get your confirmation.

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The flights we offer for your search criteria are available subject to the number of seats indicated in your research.

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Prices and availability change in real time. Our prices are subject to supply and demand. As some dates are more sought after than others, our prices vary accordingly. The prices on offer are valid as soon as you receive a booking reference from the airline and only for the duration specified when you book.

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We do not have sales, but we do have special offers on some flights under certain conditions. Find our cheapest flights on our website!

Sign up to get alerts on your favourite destinations.

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We do not provide estimates. However, on our website you can check the Special Offers section and sign-up for our newsletter to get XL Airways best deals directly sent to your in-box.

Even better! Take a couple of minutes to create your XL Airways account and set up your favourite destinations alerts.

Prices are only guaranteed when the purchase of your tickets is finalised or when you get a booking reference and only for the duration specified by the airline at the time of booking.

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Are you a travel agent? For any quotation request for a group trip (at least 10 travelers), you can contact our dedicated service by email or phone.

  • By email: groupes@xlairways.fr
  • By phone: + 33 1 70 03 16 80 (from Monday to Friday, administrative hours)

NB: Private individuals requests are not handled by this service. If you are an individual, please contact a travel agency.

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You can book up until the day of departure on the website or by phone during the opening hours of our call centre in France on 0892 692 123 (€0.35/min). For US passengers please dial 877-496-9889 (from Monday to Friday 8.30am to 9.00pm and from Saturday to Sunday 9.00am to 9.00pm) or send an email to XLAirways@airlinepros.com.

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To change your email address, log in to your account to track your booking by clicking on the "Manage my booking". Enter your booking number and your email address. You can modify your email address In the "Passenger information" section.

 

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Only the travel agent or Tour Operator can apply for a name mispelling correction. Please contact your travel agent directly.

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Please contact our Call center in France on 0892 692 123 (€0.35/min) 8am to 11pm Monday to Sunday. For US passengers please dial 877-496-9889 (from Monday to Friday 8.30 am to 9.00 pm and from Saturday to Sunday 9.00 am to 9.00 pm) or send an email via the contact form.


Please note that according to  your fare conditions you may be asked to pay a fare difference as well as a modification fee (see general conditions of sales).

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If you made a mistake during your purchase or you see an error (in your postal address, the spelling of the names of passengers, or email address), please contact us.


You can also contact us by telephone in France on 0892 692 123 (€0.34/min) from Monday to Sunday 8am to 11pm, or on 00 33 322 19 25 04 if calling from outside France.
For US passengers please dial 877-496-9889 (from Monday to Friday 8.30 am to 9.00 pm and from Saturday to Sunday 9.00 am to 9.00 pm) or send an email to XLAirways@airlinepros.com

Fees may apply.

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Please contact us using the online form for the reimbursement or cancellation of any unused ticket.
Refund will be done according to your ticket fare conditions (see General Conditions of Sales).
We can only cancel tickets for customers who have purchased their tickets on our website or via our call center for France or the USA.


If you suscribed insurance during your purchase, please contact the insurer directly for any claim for compensation.

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If your ticket is eligible for a refund you can obtain a refund by filling out the online contact form. A service charge may be applied, please see the General Conditions of Sale.

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 send the request by using the online contact form .

If your flight is delayed by more than five hours and you have organised a flight with another airline yourself, you can obtain a partial refund from XL Airways for the unused part of your journey. To obtain the refund, please make a request by filling out the online contact form.

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If you have not used your ticket you can get a refund of some taxes (in particular airport taxes).

In order to get this refund, please contact us or your travel agent.

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Please note that the insurance policies that are suggested by our call center in France and on our website are only valid for France residents. You can choose one of these insurance policies when you book directly from the website or with the France call center.


If you buy your ticket on our website, you will find the insurance policy you have chosen and the contract number in your booking confirmation email.


If you buy your ticket with the call center, you will receive your insurance policy directly by email within 1 or 2 days.

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The insurance policies that are suggested by our call center in France and on our website are only valid for France residents.

These policies are contracted with our partner Europ Assistance. We offer two types of policies with two different insurance fees:

  • The "annulation" formula
  • The "multirisk "formula.


For more information, please visit "Assurance" section on our website.

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You cannot cancel or modify your travel insurance after purchasing your ticket.

 All the insurance policies are eligible for neither a reimbursement nor amendment after they have been purchased.
You cannot therefore ask for a reimbursement if you decide to cancel your journey.

If you cancel your journey due to a circumstance covered by your insurance policy, please contact your insurance company directly.

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Only payments by credit card are accepted. The credit cards that accepted are:

  • French Carte Bleue
  • Visa
  • Eurocard MasterCard

We do not accept holiday vouchers.
If you would like to pay for your ticket by cash or cheque you can also make your purchase through your usual travel agent.

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You cannot pay your ticket in many times with our call center and the website. But, you can pay a booking including two passengers separately with two different cards. Please contact our call center  0892 692 123 (0.35€/min) from Monday to Sunday 8am to 11pm.

For US passengers please dial 877-496-9889 from Monday to Friday 8.30 am to 9.00 pm and from Saturday to Sunday from 9.00 am to 9.00 pm.

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We accept payments by Visa and MasterCard from every country. We do not accept American Express cards.

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We accept payments by Visa and MasterCard from every country. However, we do not accept American Express card.
Online credit card payments can be refused for several reasons:

  • The validity date for your card has expired;
  • All cards have a payment limit (weekly/monthly) beyond which no withdrawal or debit can be made. This can happen even if you have sufficient funds on your account.

In order to allow us to proceed with the debit from your card when you purchase your e-ticket, we advise you to check the limits on your card and the other factors mentioned above with your bank, and have them increased if necessary. If you would like to pay your tickets with two credit cards, please contact our Call center in France on 0892 692 123 (€0.34/min) 8am to 11pm from Monday to Sunday. For US passengers please dial 877-496-9889 (from Monday to Friday 8.30 am to 9.00 pm and from Saturday to Sunday 9.00 am to 9.00 pm) or send an email to XLAirways_fr@airlinepros.com

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Your electronic ticket is a valid invoice.


In case of a partial reimbursement of your ticket (according to the applicable fare conditions), we can also provide you with a document stating which elements have been refunded. This might be requested by your insurance company.

In any case, please contact us using the online contact form (please make sure you include your booking reference).
Please note that we only issue these certificates for customers who have purchased their tickets from our website or from call centers in France or in the USA. If you purchased your ticket from a travel agent, please contact them directly.

Passengers who purchased their ticket through a travel agent established in Mexico, can get their invoice on the Electronic facturation service .

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If you have an electronic ticket with an XL Airways France ticket number starting with 473..., you can select the seat of your choice until 73 hours before departure.
There is a charge for this service except for passengers travelling with a ticket including this service (ECO PLUS).

Go to our website, and click on "Manage my booking", and then you can book your seat in "your additional services" section.
The price varies depending on the type of seat you chose.

Book my seat

 

 

If you do not have an electronic ticket with a number starting 473..., please contact your tour operator or contact us using the online contact form.

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Seats at emergency exits: passengers who fall into one of the excluded categories detailed below may not be assigned such seats:

  • Passengers with temporarily or permanently limited mobility (including deaf, blind and partially-sighted people and passengers with physical or mental disabilities);
  • Minors who have not reached their sixteenth birthday (including infants), whether accompanied by an adult or not.
  • A corpulent passenger (waist circumference greater than 135 cm) who may hinder access to the emergency exits;
  • Pregnant women;
  • A passenger traveling with an animal in the cabin;
  • A passenger who is afraid of flying;
  • A passenger who has been arrested and/or is being returned to his/her country of origin;
  • A passenger who is not proficient in French or English.

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Only Economy class is available on XL Airway's flights.

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    Flights to French Indies, the Dominican Republic and New York:

On board, you will be given a hot meal and drinks (water, tea, coffee, hot chocolate) when the meal is served. 

 

  • Flights to Mexico, Reunion island, San Francisco, Miami and Los Angeles:

On board, you will be given a hot meal and drinks (water, tea, coffee, hot chocolate) when the meal is served as well as a snack or breakfast (depending on schedule).

On all flights, you will also be able to buy other services (sandwiches, soups, pastries, etc.), alcoholic drinks (beer, wine, aperitifs, champagne, etc.), soft drinks (sodas, coca cola, fruit juices, etc.), at the prices published in the airline brochure: "A la carte / Menu" in the seat pocket in front of each seat.     

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A hot meal (dinner, lunch or breakfast depending on the time), mineral water, tea and coffee are served on board.

For more than 10 hours flight, a snack or a breakfast is also offered.

For more information, please visit our meals page.

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Mineral water, tea, coffee are available free of charge throughout the flight.


You may purchase other drinks. A large range of hot and cold drinks is available.

 

 

 

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Your reservation includes a hot meal and a selection of warm beverages on each long-haul flight. You can also choose from a large selection of sandwiches, sweet and savoury snacks, soups, salads and drinks (sodas, fruit juices, water, alcoholic drinks, tea, coffee, cappuccino and hot chocolate). 

 

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In order to make your flight even more pleasant, you can order a gourmet meal latest 73 hours before your long-haul flight's departure. We offer you a varied range of succulent and original themed menus.
If you have not yet purchased your ticket, you will find all the gourmet menus on the "Our gourmet menus" page.

Specific dietary needs? Don’t worry, we definitely have a meal for you.
You can order your special meal when booking your flight (“Services” page) or after your reservation by going to the Manage my booking section. This service is available up to 73 hours before your flight.


If you have already purchased your ticket, either on our website, call center or through your travel agent, log in to your booking by clicking on the following link :  www.xl.com/en.

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You can order a Vegetarian meal with additional fees. Available on all our long-haul flights.

You can make your request at the time of your reservation on our website or via our call center.

If your ticket has already been issued, you can add services to your reservation directly online, from the Manage my booking page, no later than 73 hours before the scheduled departure of your flight.

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You can order a Kosher meal with additional fees. Available on long-haul flights departing from Paris CDG, New York EWR, San Francisco, Miami and Los Angeles.

You can make your request at the time of your reservation on our website or via our call center. If your ticket has already been issued, you can add services to your reservation directly online, from the Manage my booking page, no later than 73 hours before the scheduled departure of your flight.

On all flights between Paris and Tel Aviv (in both ways), a free kosher meal is served, you don't need to pre-order it online or by phone. This meal is prepared according to Jewish regulations, under the supervision of a rabbi.

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You can order a Muslim meal with additional fees. Available on long-haul flights departing from Paris CDG and all other French airport.

You can make your request at the time of your reservation on our website or via our call center.

If your ticket has already been issued, you can add services to your reservation directly online, from the Manage my booking page, no later than 73 hours before the scheduled departure of your flight.

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Long-haul flights: There is a selection of two recent movies, series, cartoons and comedy shows available on the central screens. The selection is made in order to appeal to the largest number of people. Please feel free to bring your own headphones as the sockets are standard jack plugs. If you do not have any, you can ask the crew member.


Mid-haul flights: On flights of more than 2 hours 15 minutes actual flying time a recent movies, series, cartoon or comedy show will be available on the central screens depending on the length of the flight.  The selection is made in order to appeal to the largest number of people. Please feel free to bring your own headphones as the sockets are standard jack plugs. To find more information please visit our In-flight entertainment page.

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You can recharge electronic appliances on board our Airbus 330-300 (F-HXLF) planes. The power available is 110 Volts. Appliances that are not compatible with this characteristic must not be plugged in. If you are unsure please ask the flight crew.

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A large range of products is available from our XL boutique during the flight. You can ask our flight crew at any time, even up to an hour before the flight arrives. 
 

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On all our flights, the baggage allowance is one piece of 22lbs / 10 kg (Hight 22 in x Width 13.8 in x depth 9.8 in – including wheels and handles) and one piece of accessory (laptop bag or attaché case or small backpack or camera bag or handbag) per person as cabin baggage.
If you travel with the ECO PLUS fare, one piece of checked baggage of 50lbs / 23 kg max is included.

On Paris-Nice route, one pièce of checked baggage of 50 lbs / 23 kg is also included.
ECO BASIC fare does not include any checked baggage. But you can, at any time, add a checked baggage of 50lbs / 23kg max in the hold from the “Manage my booking” page.
 

Find any useful information on all about baggage.

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If you wish to travel with an additional item of luggage of 50lbs / 23kg, you will be charged a fee of  USD115 / EUR100 at the ckeck-in desk at the airport.

Useful information : you can also book extra baggage items when you purchase your ticket, or at any time up to 24 hours before the scheduled departure of your flight from Manage my booking page. This will save you USD35 / EUR30 compared the airport extra baggage fee.

Add a luggage

If you do not have an electronic ticket, you have no possibility of adding your luggage in advance on our site. You should arrive at the airport with your extra-luggage, please consult our General Conditions of Transport to know the applicable price list.
 

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A fee of USD77 / EUR70 per item per leg is charged for carrying sports equipment, subject to a weight limit of 70 lbs / 32 kg per item.


Fishing rod weighing less than 17,6 lb/ 8kg together with its storage case : complementary
 

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You are allowed to carry one bag and one accessory in cabin. If travelling with an instrument, this will then replace your cabin baggage. In any case, it must fit in the overhead locker. Heavy instruments may be problematic and must therefore be dealt specifically each case.

For this, please contact us through online contact form.

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Please fill out your declaration on the following website : www.malles-bertault.com

Important: The damaged luggage should be declared at the airport and at least 7 days  from the reception of your damaged luggage.

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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 Alyzia, 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)
Email: lz@colitel.fr


Your request must be made within 21 days of the arrival of your flight.

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The personal effects that you take with you on the plane remain under your responsibility. XL Airways France recommends that you report it to the police. You can also contact our lost and found department: lz@xlairways.fr

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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 prior the departure, you contact your travel agent or Tour Operator or the embassies or consulates for futher information concerning the formalities of the countries traveled.


XL Airways France reminds you that passengers are responsible for ensuring that they get all necessary documentation before travelling. For this we suggest that you check following websites:

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Quick and easy, you can check in online 24 hours before your flight download or print your boarding passes.

This service is available on any computer, tablet or smartphone and does not require any application. Depending on your airport of departure, you may print your boarding pass or save it on your phone.

 

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Check-in opens at the airport

  • 3 hours before the scheduled take-off time.
  • 3h30 before the scheduled take-off time for flights from/to USA

Check-in closes

  • 60 minutes before the scheduled take-off time.

Web check-in

For passengers who checked-in online, just drop your baggage at the designated counters. Traveling light? If you only carry one piece of hand luggage, you may proceed directly to security.
Find out more about web check-in.

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Heures limites d'enregistrement et d'embarquement

 
The check-in closing time is the time after which check-in is closed. This is set to one hour before long-haul flights and all flights to Israel and 30 minutes before mid-haul flights.
Beyond this limit, you will no longer be accepted to board even if you have a valid ticket.

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Such booking cannot be made through our website. Please contact us via the online contact form or the call center so we can assist you with your request. Please give the date of birth, first name, and last name of your baby.

  • USA: 1-877-496-9889, from Monday to Sunday 8 am to 11pm.
  • France: 0.892.692.123 (0,35ct/min), from Monday to Friday 8.30 am to 9.00 pm and from Saturday to Sunday 9.00 am to 9.00 pm. Dial +33 351 86 00 22 if calling from outside France.

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Children aged 5 to 12 years old may travel alone as Unaccompanied Minors (UM) except on flights including a transit.
A limited number of UMs are accepted on each flight.


You can purchase UM tickets only in certain booking classes throught our call center at 0892 692 123 (€0.34 incl. taxes/min). For US passengers please dial 877-496-9889 from Monday to Friday 8.30 am to 9.00 pm and from Saturday to Sunday 9.00 am to 9.00 pm or send an email to XLAirways@airlinepros.com or contact your travel agent.

Over 12 years old, a child is no longer considered as a UM. He will be treated as an adult passenger. However subject to Carrier’s consent and payment of an additional fee, minors over 12 years and less than 17 years may be treated as Unaccompanied Minors.

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Infant meals are not served on board. Parents are advised to bring their own mealf for their infants. The flight crew may warm up the baby meals on board. Water for bottles will be provided by our flight crew. Please bring your baby formula.

We propose Child meals against additional fees. Available on long-haul flights departing from Paris CDG and all other French airport.
You can make your request at the time of your reservation on our website or via our call center. If your ticket has already been issued, you can add services to your reservation directly online, from the Manage my booking page, no later than 73 hours before your flight.

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There are a limited number of baby baskets 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.

Please contact us by using the online contact form of our website or your travel agent at least 7 days prior departure.

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

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For scheduled long haul flights (tickets beginning with 473...), a cabin baggage allowance of 10kg (22 lb) and a checked baggage up to 10 kg (22 lb) is allowed for infants under two years old.

For passengers holding a voucher from a tour operator, no checked baggage allowance is included.
Extra piece of baby equipment may be carry against additional fees.
 

From two years old, the baggage allowance is the same as for adults.

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Pushchair, folding pushchair, Maxi Cosi / Baby stroller or baby car seat are transported free of charge in the hold of the aircraft, as checked if their weight does not exceed 15kg/33lbs.

If the dimensions and the weight enable it, Passengers are allowed to bring one of these items to the entrance of the aircraft, where it may subsequently be loaded into the baggage compartment. When possible, this item will be returned to the passenger at the exit of the aircraft after arrival. Otherwise, the pushchair, folding pushchair, Maxi Cosi/Baby stroller or baby car seat shall be returned to passenger together with his other baggage in the baggage hall in the airport building.

If the pushchair once folded does not exceed H 44cm x W 52cm X D 22cm (17,3in x 20,4in x 8,6in), it may be kept in the cabin free of charge.

All items must have a tag, even the ones which are taken up to the aircraft or into the cabin. Any additional item for the comfort of your baby will be charged EUR50.

WARNING: Size and weight limits may apply. Please see the General Conditions of Carriage.

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Only dogs and cats over three months of age are allowed on XL Airways flights. Other animals, whatever their size or species, are not permitted.For more details, please see the "Travelling with animals" page and our General Conditions of Carriage.

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You can travel with your odourless cat or dog on board XL Airways flight cabin if it weighs less than 7kg/15.43lb (bag or cabin cage included). It needs to travel in a closed soft bag that is approved for air travel or in a closed cage approved for air travel, the dimensions of which must not exceed 55 X 40 X 23 cm (21.54 X 15.54 X 9.05 in). Your pet will be weighed upon arrival at the airport in its container to verify that it does not exceed the maximum weight allowed. During the flight, your pet remains under your re-sponsibility, and must be kept in its container, which must be placed under your seat.

If it weighs more than 7kg/15.43lb, it must be kept in the hold, in a pressurized compartment with ventilation and heating.

Animals may be carried in the hold subject to their being in a suitable cage, approved for air travel (specific materials and closing mechanism). For further details, please see Regulations and our General Conditions of Carriage.

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Our aircrafts are subject to quota concerning the number of animals they can carry. Please let us know that you intend to travel with your pet when you make your booking throught the online contact form or by calling our call center at 0892 692 123 (€0.34/min).

For US passengers, you can dial 1-877-496-9889 from Monday to Friday 8.30 am to 9.00 pm and from Saturday to Sunday 9.00 am to 9.00 pm.

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 arriving/exiting the destination country.

 

XL Airways France reserves the right to refuse the carriage of an animal if it considers that the safety of the animal, or that of passengers, or property, is not guaranteed.
For futher details, please see travelling with animals page.

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Carrying pets in the cabin
 

Carrying pets in the hold
 

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We provide neither cages nor bags for sale or hire.


Please see our General Conditions of Carriage for the applicable restrictions.

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In order to find out about the conditions for transporting your animal, please read the General Conditions of Carriage. 

For more information, you can also visit the "travel with animals" page on our website.

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Please see our General Conditions of Carriage and contact us using the contact online form.

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Pregnant women may travel on XL Airways flights until the end of their 8th month of pregnancy.


From the 7th month of pregnancy, at check-in at the airport the passenger must produce a medical certificate from a doctor issued no more than eight (8) days before the journey specifying:

  • the absence of any pathology
  • the absence of any reason not to travel
  • the aptitude of the passenger for a long-haul flight, if applicable
  • the month of the pregnancy at the time of the journey.

If the Passenger reached her 9th month of pregnancy before or during the return flight, the Passenger shall be refused carriage, even if she was able to travel on the outward flight.

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If you have access needs and require additional help for your journey, we provide 3 levels of wheelchair assistance:

  • The passenger can manage the steps but requires a wheelchair for long distances at the airport.
  • The passenger cannot manage the steps or long distances. However, he can walk from the door of the aircraft up to his seat. Therefore, he will be taken to the aircraft in a wheelchair and carried up to the aircraft, if there is no direct access to the aircraft via a bridge.
  • The passenger is completely immobile and requires a wheelchair to/from the aircraft and must be carried up/down the steps and to/from their cabin seat.

You can book the 2 first services for free online while booking your flight or at Manage my Booking once you've finished booking your flight.


For any other request including the 3rd wheelchair level (assistance from check-in to the seat onboard the aircraft), carriage of an electric wheelchair, carriage of electrical medical equipment and other specific assistance requests, we recommend you contact us at the latest 72 hours before your flight. All of these services must be requested via the online contact form.

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Our airline is happy to provide special assistance for passengers who may need a wheelchair or an escort during their journey.
You can book your assistance request while booking your ticket on www.xl.com, this service is free of charge. You may also book assistance at Manage My Booking once you've finished booking your flight.
 
Please contact us at latest 72 hours before your flight if you need: 
 
  • A wheelchair for a completely immobile passenger who requires a wheelchair to/from the aircraft and must be carried up/down the steps and to/from their cabin seat,
  • Carriage of an electric wheelchair,
  • Carriage of electrical medical equipment
  • oOther specific assistance requests, or another assistive device, please contact us at the latest 72 hours before your flight. All of these services must be requested via the online contact form.

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The carriage of medical equipment on board our aircraft is subject to certain regulations. Passengers who need to carry medical equipment are advised to inform the Carrier at least 48 hours before the flight, please let us know at least 48 hours before your flight departs via the online contact form.

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The carriage of a maximum of two items of mobility equipment per passenger with reduced mobility is possible, including an electric wheelchair, provided that forty-eight (48) hours' advance notice is given, and subject to there being sufficient room on board the aircraft, pursuant to the application of the legislation on dangerous goods.

Please contact us  via the online contact  form.

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Under the terms of the transport contract, XL Airways France undertakes to carry you to the airport printed on your XL Airways France ticket. Any connections with rail transport that you organise yourself are not guaranteed. In the event of a flight delay, any lost tickets shall not be reimbursed by XL Airways France.

For this reason, we advise that you choose tickets that can be rebooked and/or reimbursed and allow for sufficient time for your connection.

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Under the terms of the transport contract, XL Airways France undertakes to carry you to the airport printed on your XL Airways France ticket. Any connections with other airlines that you organise yourself are not guaranteed. In the event of a delay with an XL Airways flight, any tickets purchased with other airlines shall not be reimbursed by XL Airways France. 

For this reason, we advise that you choose tickets that can be exchanged and/or reimbursed.

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XL Airways France does its utmost to inform all the passengers in the event of a change to their flight. However, on occasion the airline may not have all the information. It is therefore essential that you ensure that you have provided all your contact details when you book your flight. Information concerning the status of flights is also available on our website.

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To obtain written confirmation of a delay, please make a request by filling out the online contact form.

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If you did not get the seats that you booked, you can send us a request for a reimbursement using the online contact form.

If these seats were assigned to you by your Tour Operator, please contact them directly.

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The Syndicat des Compagnies Aérienne Autonomes [French Independent Airlines Union], to which XL Airways France belongs, has signed the Charte de la Médiation Tourisme et Voyage [French Tourism and Travel Mediation Charter].
For further information please visit the website: www.mtv.travel.

In addition, if the contract of carriage has been concluded online, the European Union has set up an online platform to facilitate the treatment and settlement of claims. Complaints can be filed here: http://ec.europa.eu/odr. However, we invite you to contact us directly at http//www.xl.com/en/contact-us or by phone at 33(0)9.69.32.59.52 so that we can take the necessary care to deal with your complaint.
If you have traveled abroad or to the United States, you may file a claim to the US Department of Transportation by mail: Aviation Protection Division, C- 75, US Department of Transportation, 1200 New Jersey Ave, SE, Washington, DC 20590 or here: https://www.transportation.gov/airconsumer
 

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