Terms and Conditions of the Air France Concierge service
In the present Terms and Conditions, unless otherwise indicated, the expressions and terms below shall be defined as follows: « Air France Concierge service » or « Concierge service »:
- Meet and greet service with an agent on departure, arrival, or in transit at Paris-Charles de Gaulle airport. A single booked Concierge service includes the greeting and accompaniment of up to 4 Customers.
- Meet and greet, and personalized services for Groups.
2.1 Meet and greet and assistance services at Paris-Charles de Gaulle airport.
This service includes:
- Departure services: a Private Transfer by car to Paris-Charles de Gaulle airport from the Meeting Point indicated by the Customer. This Meeting Point must be located within the Service Area and will be arranged by phone within 3 days prior to the service and confirmed by email. Depending on the flight schedule, the customer will be accompanied through fast-track lanes during their journey directly to the aircraft or to the Air France lounge if they so wish. In the latter case, a second appointment will be made to take the Customer to the plane from the Air France lounge.
or
- Arrival services: Customers are met at their flight's arrival gate and accompanied through fast-track lanes during their journey: police controls, customs, baggage claim, and to the airport exit. A Private Transfer will then allow the Customer to go to the address of their choice. No stops will be allowed between the airport and the address the Customer has chosen.
or
- In transit services: the Customer in transit will be greeted upon deplaning or at the arrival of the bus, if applicable (to be determined). The Customer will be accompanied to the boarding gate of their next flight. If the Customer has a long connection at the airport and wishes to access the Lounge, they must schedule a second appointment to be brought their next flight.
2.2 Meet and greet and assistance services for groups: Specific services for groups (minimum 9 passengers) are available upon request, depending on the number of passengers and availability of services:
- dedicated group check-in counters,
- fast-track assistance by one or several Air France agents for the entire group or only to the group's leader;
- access to the Air France lounge.
The meet and greet services as described in paragraph 2.1 can be combined with group-specific services.
3.1 The Air France Concierge service can be purchased on our website, airfrance.com, or via our app when the Customer is booking their flight, subsequently under "My Bookings," or by phone by contacting Air France call centers.
3.2 The Air France Concierge service is a paying service available to Customers traveling on AIR FRANCE flights, for departures, arrivals, and connections at Paris-Charles de Gaulle airport.
For individual Customers, the booking file may contain up to 4 passengers per Concierge service purchase. An Air France concierge is authorized to take care of a maximum of four (4) people (adults and children). Two Concierge services maximum can be booked per Customer. The Concierge service can be booked up to 6pm (Paris time) the day before the flight. For Customers traveling in groups, there is no limit to the number of passengers per booking file, and reservations must be made by phone with Air France call centers. However, the service offered will depend on the numbers of passengers.
3.3 The Air France Concierge service at the airport is offered subject to availability. Its booking, issuance, and payment are done simultaneously. Booking is confirmed after payment is complete.
3.4. When booking the Air France Concierge service, the Customer undertakes to provide accurate information to Air France and to refrain from booking if the Customer cannot meet the Conditions.
3.5 By booking the Air France Concierge service, the Customer commits to meeting the cumulative conditions herein: - (i) the Customer has the legal capacity to enlist in and benefit from the services offered; - (ii) the Customer expressly declares they are aware that the Concierge service cannot be provided to the following persons:
- passengers with reduced mobility; In fact, Air France Concierge service agents are not trained in the specific assistance required for people with reduced mobility. Consequently, for persons with reduced mobility, the Customer must contact the Saphir service (via the "Contact us" page of our Websites) to request assistance under the conditions provided for by the applicable legislation.
- children between 4-11 years old traveling alone (eligible for the Kids Solo service)
- minors between 12-17 years old traveling alone (eligible for the Kids Solo service ),
3.6 The Air France Concierge service is for one individual, nominative, and non-transferable.
5.1 The Customer can pay for the Air France Concierge service using one of the payment methods offers on our Websites. 5.2 Payment for the Air France Concierge service can also be done with Miles.
Air France undertakes to provide the Air France Concierge services purchased in accordance with these Conditions. However, the Customer is informed that Air France may be obliged to modify this service 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 modify Air France Concierge service bookings in a manner that is satisfactory to the Customer. In the event that the Air France Concierge service 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 the Air France Concierge service will be reimbursed for the Price paid in accordance with the terms and conditions defined in article 8 below.
The Air France Concierge service purchased by a Customer is modifiable or transferable to another flight depending on the Customer's ticket conditions and in the event of a flight delay or cancelation by Air France.
8.1 The Customer who purchased the Air France Concierge service may obtain a refund of the Price of the Concierge service in the following circumstances:
- Delay or cancelation of the Air France flight for which the Customer purchased the Air France Concierge service and if Air France was unable to find a solution for the Customer to benefit from the Concierge serviec.
- One of the Air France Concierge services was not provided.
- The Customer will be rebooked free of charge if they are unable to take the flight booked as a result of the Private Transfer and on condition that the Customer respects the recommended journey time when subscribing to the Concierge service.
9.1 For service on depature:
- The Customer must arrive at the place and time agreed the day before and confirmed by message. The Private Transfer driver will be at the Meeting Point fifteen (15) minutes before the agreed meeting time.
- If the group shows up to fifteen (15) minutes after the agreed meeting time and it is no longer possible to accompany the Customers to the boarding gate in time for the flight, Air France reserves the right to adapt the service by accompanying the group to the Air France counter to help them rebook their trip on another flight, subject to ticket type and fare conditions.
- For Customer delays greater than fifteen (15) minutes after the agreed meeting time, Air France will consider the Customer to be a "no-show" and the service will not be assured by Air France.
9.2 For arrival services, the meeting place and time will be adjusted in accordance with operational requirements. 9.3 Baggage allowance for the Air France Concierge service The Air France Concierge service allows the transport of 5 oversized baggage items (81x55x36 cm/32x21.6x14 in.), the equivalent of 12 hand baggage items (55x40x25 cm/21.6x15.7x9.8 in.) per group of 4 customers. The Air France Concierge service reserves the right to refuse the service should your total number of baggage items exceed this allowance.
For departure services, the group must show up at the meeting point at the time agreed upon in advance and confirmed by phone. If the group shows up to fifteen (15) minutes after the agreed meeting time and it is no longer possible to accompany the Customers to the boarding gate in time for the flight, Air France reserves the right to adapt the service by accompanying the group to the Air France counter to help them rebook their trip on another flight, subject to ticket type and fare conditions. The Concierge service will not be refundable For arrival services, the meeting place and time will be adjusted in accordance with operational requirements.
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 covered by the present contract due to a case of force majeure as defined or 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.
We draw your attention to the fact that, in accordance with the provisions of article L121-20-4 of the French Consumer Code, the Customer does not have a right of withdrawal when purchasing services, transportation, catering and/or leisure activities that must be provided on a specific date or time frame.
Air France reserves the right to modify the Air France Concierger service and these Terms and Conditions at any time. The Air France Concierge service is 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 orders already placed).
The Price of the Private Transfer is included in the Air France Concierge service. Customers must respect the following rules:
- Four (4) maximum in a six (6) person vehicule;
- All Customer must wear a seatbelt;
- Smoking is strictly prohibited;
- No trash, food, or liquids must be left behind;
- Customers shall not distract the chauffeur;
- No dangerous behavior wil be tolerated;
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 8kg, must travel in special crates or crates with an absorbent mat or liner. A crate with an absorbent mat or liner 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.