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Additional measures in view of further snow forecasts

Direct News Source

21-Dec-2010 Numerous heavy snow periods severely disrupted a large number of European airports and Air France flight operations between 18 and 21 December 2010.

The airline operated 3,726 flights out of the 5,093 scheduled flights, i.e. close to three out of four flights, including the near majority of its long-haul flights. The situation at Paris-CDG and Paris-Orly is back to normal on 22 December.

In view of the forecast snowfall expected this evening and tomorrow, and in accordance with the French Civil Aviation Authority's instructions, Air France has cancelled 15% of its medium-haul flights out of Paris-CDG between 17.00 and midnight on 22 December, 20% of its medium-haul flights at Paris-CDG on Thursday and 20% of its medium-haul flights until 13.00 at Paris-Orly.

. Additional staff mobilized

Facing this exceptional situation, 400 additional Air France agents, including many managerial staff, are fully mobilized to inform customers and offer assistance and alternative solutions when their flight is cancelled.

These complementary teams will reinforce the 5,000 Air France staff at Paris-CDG (coordination of flights, baggage, ramp agents and sales services).

As a precautionary measure, hotel rooms have been reserved for the night of 22 to 23 December at the Paris-Charles de Gaulle Hub allowing to accommodate, where necessary, passengers in transit who are unable to take their onward flight.

. Delayed baggage delivery

The disrupted flight operations have also delayed the baggage delivery service. Air France has reinforced its teams in an aim to ensure baggage is delivered as quickly as possible to those customers who have not yet collected their baggage. However, it will take several days before the situation is back to normal.

Customers who have filled out a declaration and who have their baggage file reference number can track the delivery of their baggage on line (www.airfrance.com). To fill out a declaration, customers can contact the baggage service by calling 0970 808 816 (cost of a local call from Metropolitan France).

. Exceptional measures to provide support and assistance

From the very start of these exceptional heavy snow periods, Air France has been fully mobilized to minimize the inconvenience caused to its customers:

- Air France's early warning flight information and rebooking service (ROC*) has sent over 105,000 messages to its customers (email, SMS or telephone).

- At Roissy, over 12,000 hotel rooms have been reserved for 24,000 passengers. Meal vouchers have also been offered.

* Reservations Operations Centre

. Check your flight status on the internet before travelling to the airport

Air France has advised all its customers to check their scheduled flight time before travelling to Paris-CDG and Paris-Orly airports, in priority by logging onto its website (www.airfrance.com), updated in real time.

Customers can also check their flight status by sms (by texting their flight number to 63654), or by calling 3654 (0.34 euro/mn).

. How to change your booking or obtain a refund

- Customers who want to travel up to 27 December 2010 included can change their booking and travel in the same cabin class,

- Customers who want to travel between 28 December 2010 and 5 March 2011 included can change their booking at no additional cost, subject to availability.

- For customers whose flight has been cancelled or delayed by over 5 hours and who prefer to cancel their trip and request a refund, their ticket will be refunded, except for travel agent service charges, at the usual sales points.

- Given the exceptional circumstances, irrespective of whether the flight is cancelled, delayed or scheduled to operate, customers can change their booking:

- by contacting their travel agent

- by telephone. In France, Air France has set up an exceptional hotline: 01 57 02 10 58 (local rate), open from 06.30 to 22.00, and abroad, (Number available on www.airfrance.com, link to "Contact us").