Requests and Claims

If your claim relates to an Air France flight...

If you wish to make a claim relating to an Air France flight, incident, baggage or after sales, we´re here to help. Below you will find all the details you need to contact the relevant agency.

If your permanent residency address is in Africa Middle East (South Africa, Lesotho, Swaziland, Zimbabwe, Mozambique, Botswana, Namibia and Angola), then contact the following Customer Care department by email by either clicking on the top right push or the link provided below this paragraph.

Alternatively, you can send a fax to +202 2580 5797, or send your complaint in writing to:

Air France Customer Care Department
PO Box 700-11511, Cairo, Egypt

In all instances, provide us with a brief explanation of your case, your flight number, date and concerned routing. You will receive a written response from our Customer Care Department within 4 weeks.

In case of unexpected increase in activity, longer response times may be experienced. We apologise in advance for any inconvenience.

Please note

As soon as you notice that your baggage has been damaged, delayed, lost or destroyed, report it immediately at the airport with a written report for damaged baggage within 7 days and for delayed baggage within 21 days.

For your information

Please include the following information and documentation: full passenger flight details, baggage tags, baggage file reference number (for example LHRAF12345), original receipts of expenses incurred, contact details, postal or physical address and banking details.

If your claim concerns Flying Blue...

Have you lost your Flying Blue card? Are there Miles missing from your account? Are your Flying Blue personal details up-to-date?

The Flying Blue Customer Care department is here to help and will answer all your questions.

The Customer Care department based in South Africa is responsible for members with Flying Blue accounts in the following countries: South Africa, Mozambique, Namibia, Botswana and Gaborone. All other members need to report to their allocated Flying Blue Customer Care department.

Flying Blue Customer Care Department South Africa
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