Customer commitment plan

French bee intends to ensure that your air travel experience will encompass, to the best of our abilities, the most comprehensive customer service possible. We have outlined our responsibilities and how we will fulfill them in the key points below, known as our Customer Commitment.

Note: The French bee Customer Commitment, which is separate and distinct from our General Conditions of Sale and Carriage, applies to international flights to and from the USA, and includes :

1. Offering the lowest fare available

We will offer on https://us.frenchbee.com and via our telephone reservation system at :1 833 376 7158, the lowest published fare for which you are eligible. Upon request our telephone reservation agents will be pleased to search a lower fare for you if your travel schedule is flexible. If you inquire about a fare at our airport ticket counters we will advise you that the lowest fare may be available elsewhere, if that is the case.

2. Notifying consumers of known delays, cancellations, and diversions

To the best of our knowledge, we will provide full and timely information on the status of known delays, cancellations, and diversions of scheduled flights from/to the USA within 30 minutes after we learn of such changes by:

  • Providing our gate agents, flight crew, telephone reservations agents and other appropriate personnel with the information that we know about flight delays, cancellations and diversions so that they can share this information with you;
  • Explaining the reason for the delay, cancellation or diversion based on the information that we have;
  • Arranging to update the information displayed at U.S. airport gates and other U.S. airport display systems to show flight status; and
  • Make information on known delays, cancellations and diversions available if you call us and on our flight status page displayed on our website.

At all times, we will take reasonable steps to contact customers on the phone number(s) provided in the reservation record. If you booked with a travel agency, and no contact number exists for you in our system, we will attempt to contact your travel agency. However, to avoid any difficulty in case of flight irregularity, we encourage you to provide us with a mobile phone number and email address so that we can give you updates during your journey.

3. Delivering baggage on time

It’s our intention to deliver your baggage on time. However, if your checked bags are delayed or misplaced, we will make every reasonable effort to deliver your bags within 24 hours.

If you have reasonable expenses because of baggage delay and you are eligible to receive compensation and/or if you make necessity purchases (such as those for hygienic products or clothing) because your baggage was late, you have 21 days from the moment you receive your baggage to submit a reimbursement request (French bee does not make cash advances). Simply send us your receipts using the designated contact form available at : https://www.frenchbee.com/fr/contactez-nous

By phone: from Monday to Saturday from 7AM to 10PM (CST time) on Tel: 1 833 376 7158.

French bee compensates as required by applicable international agreements for international flights, and reimbursing passengers for any fee charged to transport a bag if that bag is lost. If you paid a fee for the transportation of your baggage and this baggage is lost, we will refund the fee you paid. To facilitate a quick refund, please provide us with the receipt issued for such fee.

4. Allowing reservations to be cancelled for a certain period after purchase

For flights from/to the USA, when a reservation is made one week or more before the original scheduled departure of the flight on the website https://us.frenchbee.com/en, you can cancel your reservation without fees, if the cancellation is made within twenty-four hours of purchase.

If you wish to cancel a reservation please, write an email to refund@frenchbee.com.

5. Providing prompt ticket refunds

French bee will strive to process eligible refunds in the time frames set out below, upon receipt of all required information.

  • For all eligible electronic tickets and optional products and services purchased the same day within the U.S. with a credit card, refunds will be provided promptly, within seven business days after receiving a complete refund request, in accordance with federal regulations.

(The credit card refund may take up to two billing cycles before appearing on a credit card statement, so you should contact your credit card company directly to verify receipt of the credit.)

  • For all eligible electronic tickets and optional products and services purchased the same day within the U.S. with cash or check, refunds will be provided within 20 days after receiving a complete refund request.

When refunds are allowed, we will process requests in a timely manner and refund the purchase price to the original form of payment, less any applicable service fees and/or the carrier-imposed charges depending on the fare basis applicable to your ticket.

For tickets purchased through travel agencies, you must contact the agency to process the refund. In any other cases, refund requests should be made by email at refund@frenchbee.com .

6. Accommodating customers with disabilities and other special needs

French bee will assist passengers with disabilities and passengers with other special needs, such as those travelling with infants, unaccompanied minors, expectant mothers pursuant to 14 CFR Part 382 as far as flights from/to the USA are concerned including during lengthy tarmac delays.

More information regarding special assistance when travelling is available on our dedicated page: passenger assistance and in our General Conditions of Sale and Carriage.

7. Meeting customers’ essential needs during lengthy tarmac delays

Our top priority is the safety and well-being of our customers, and we are focused on having all our flights arrive and deplane on schedule. On very rare occasions, there may be extraordinary events that result in very lengthy onboard delays. These are situations in which an aircraft is delayed on the ground but passengers do not have an opportunity to deplane for more than two hours.

We have developed detailed contingency plans at every U.S. airport served by French bee to address these situations.

The Duty Manager from the headquarters coordinates activities and communicates with our central operations team. In case of tarmac delays, our Cabin Crew Leader will ensure your essential needs, such as snack food, water, restroom facilities, and basic medical assistance, are met.

Every French bee airport ground staff has an operational contingency plan in place to address these needs, which includes coordination with the local airport authorities.

8. Treating passengers fairly and consistently in the case of oversales

French bee will handle “bumped” passengers with fairness and consistency in the case of oversales.

Occasionally we may not be able to provide you with a seat on a specific flight, even if you hold a ticket and have checked in on time. This is called an oversale, and occurs when restrictions apply to operating a particular flight safely (such as aircraft weight limits); if more customers have checked in and are prepared to board than we have available seats.

When a flight is expected to be oversold, our airport representatives will seek volunteers who are willing to give up their seats in exchange for either some form of financial compensation or a transportation credit voucher. Such vouchers are valid for one (1) year from date of issuance.

If there are not enough volunteers, French bee may deny boarding involuntarily to passengers holding a confirmed reservation in accordance with French bee’s established boarding priorities.

Information regarding our policies and procedures for handling situations when ticketed customers cannot be accommodated on a flight will be made available at the airport.

If you are denied boarding involuntarily, you are entitled to a payment of ‘‘denied boarding compensation" from the airline unless:

  1. you have not fully complied with the airline´s ticketing, check-in and reconfirmation requirements, or you are not acceptable for transportation under the airline´s usual rules and practices; or
  2. you are denied boarding because the flight is canceled; or
  3. you are denied boarding because a smaller capacity aircraft was substituted for safety or operational reasons; or
  4. on a flight operated with an aircraft having 60 or fewer seats, you are denied boarding due to safety-related weight/balance restrictions that limit payload; or
  5. you are offered accommodations in a section of the aircraft other than specified in your ticket, at no extra charge (a passenger seated in a section for which a lower fare is charged must be given an appropriate refund); or
  6. the airline is able to place you on another flight or flights that are planned to reach your next stopover or final destination within one hour of the planned arrival time of your original flight, at no extra cost.

9. Disclose travel itinerary, cancellation policies and aircraft configuration

We will give you clear information about cancellation policies and service aspects that may be important to you on our website and, when you ask, through our telephone reservations staff and our representatives at the airport, including:

  • Providing information about cancellation policies. If your flight is cancelled or delayed we will keep you informed, and if you have a connecting flight on the same ticket we will assist with arrangements for your next flight.
  • Providing aircraft configuration. We will provide aircraft seating configuration, seat width and pitch ranges and also lavatory availability.
  • Providing information concerning the important terms and conditions applicable to your travel. Our entire General Conditions of Sale and Transport are available for your review on https://www.frenchbee/com
  • Advising of the operating carrier for code-share flights.

No frequent flyer program is available at this time.

10. Customer Service from Code share partners

French bee has a code share agreement with its sister airline Air Caraïbes. This cooperation covers the majority of the operated routes in both airlines.

11. Flight information

In case of irregularities,French bee publishes a direct link from the website (See Flight Status section) and informs travel agencies. Please consult our website at regular intervals and do not forget to inactivate your pop-up blocker.

If we need to change the scheduled departure time of your flight after you purchase your ticket, we will use the contact information you have provided to let you know about the changes in a timely manner.

12. Ensure responsiveness to customer complaints

We will acknowledge receipt of written customer complaints within 30 days of their receipt, and will send a substantive response within 60 days of receiving the complaint. For information about filing a complaint, go to “Contact - Claims on our website homepage.

You also have the opportunity to bring your claims to the attention of the U.S. Department of Transportation by using
 the following contact information  :

US Department of Transportation
Aviation Consumer Protection Division, C-75

1200 New Jersey Ave SE
Washington, DC 20590

Phone: 202-366- 2220
TTY/ Assistive Device: 202-366- 0511
Website : https://www.transportation.gov/airconsumer

13. Provide services to mitigate inconveniences resulting from cancellations or misconnections

To reduce any inconvenience, you experience during cancellations, we will:

  • Contact you in advance regarding a flight cancellation using the contact information in your reservation; if you have booked through a travel agency, please ensure that you have provided contacts details
  • Work to confirm you on the next flight we operate that has seats available in the same class of service when rebooking is necessary;
  • Make available information about your rebooking through our call center

To reduce any inconvenience, you experience during misconnections between French bee’s flights, we will:

  • Work to confirm you on the next flight we operate that has seats available in the same class of service when rebooking is necessary;
  • Make available information about your rebooking through our ground staff at the airport.

If you are connecting to or from another airline, we won’t be able to assist you in case of misconnection.