Customer commitment plan

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 for a lower fare for you if your travel schedule is flexible. If you inquire about a fare at our airport ticket counter, we will advise you that the lowest fare may be available elsewhere, if that is the case.

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 
• Making 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.

It’s our intention to deliver your baggage on time. For international flights, if your checked bag(s) should be mishandled, we will make every reasonable effort to return your baggage within 15 or 30 hours as the circumstances require consistent with 14 CFR 260.5, compensating passengers for reasonable expenses that result due to delay in delivery as required by applicable international treaties for international flights, and reimbursing passengers for any fee charged to transport a bag if that bag is significantly delayed or lost as required by 14 CFR 260.5. 

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/en/contact-us By phone: for Monday to Saturday from 7AM to 10PM (CST time) on Tel: 1 833 376 7158. 

To facilitate a quick refund, please provide us with the receipt issued for such fee.

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 penalty if the cancellation is made within twenty four hours of purchase.

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

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

French bee will provide prompt refunds in the original form of payment (i.e., money is returned to a customer using whatever payment method the customer used to make the original payment, such as a check, credit card, debit card, cash, or airline miles) when due pursuant to 14 CFR part 260 unless the customer agrees to receive the refunds in a different form of payment that is a cash equivalent payment as defined in 14 CFR 260.2. 

Such refunds include ticket or ancillary service fee refunds, refunds for canceled or significantly delayed or changed flights, and checked bag fee refunds. We do not retain a processing fee for issuing refunds that are due. 

Prompt refunds means refunds shall be made within 7 business days after the earliest date the refund was requested as set forth in 14 CFR 260.6(a)(2) as required by 14 CFR 374.3 for credit card purchases, and within 20 calendar days after the earliest date the refund was requested for cash, check, debit card, or other forms of purchases.

 (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.). 

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 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.

We will disclose to our customers that they are entitled to a refund if that is the case when offering alternative transportation, travel credits, vouchers, or other compensation in lieu of refunds consistent with the requirement in 14 CFR part 260. We will also provide any material restrictions, conditions, or limitations on travel credits, vouchers, or other compensation offered, regardless of whether customers are entitled to a refund as described in 14 CFR part 260.8 and 14 CFR 262.8. 

If customers accept travel credits, vouchers, or other compensation in lieu of refunds, such compensation will be valid and redeemable for at least five years from the date of issue.

Effective April 28, 2025, we will provide, upon request, travel credits or vouchers that are transferrable and do not expire for at least five years from the date of issuance to a customer due to a serious communicable disease impacting travel as described in 14 CFR part 262.

French bee will properly accommodate passengers with disabilities as required by part 382 of the U.S. Department of Transportation’s regulations and as set forth in French bee's policies and procedures. 

In addition, we will properly refund passengers with disabilities and individuals in the same reservation as the individual with a disability who do not want to continue travel without the individual with a disability as required by 14 CFR 260.6. 

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

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. French bee is committed to meeting customers' essential needs during lengthy tarmac delays as required by 14 CFR 259.4 and as provided for in its contingency plan, including providing passengers on an international flight experiencing a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds four hours in duration, subject to certain exceptions.

 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.

French bee will handle “bumped” passengers with fairness and consistency in the case of oversales as required by part 250 of the U.S. Department of Transportation’s regulations and as described in French bee’s policies and procedures for determining boarding priority. 

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 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: 

• 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
•  you are denied boarding because the flight is canceled; or
•  you are denied boarding because a smaller capacity aircraft was substituted for safety or operational reasons; or 
• on a flight operated with an aircraft having 60 fewer seats, you are denied boarding due to safety-related weight/balance restrictions that limit payload; or 
• 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 appropriate refund): or 
• the airline is able to place you on another flight or flights that are planned to reach your next stopover or final destination with one hour of the planned arrival time of your original flight, at no extra cost.

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: 

Disclosure of refund policies as required by 14 CFR part 260, cancellations policies, frequent flyer rules, aircraft seating configuration, and lavatory availability 

• 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 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 http://www.frenchbee.com 
• Advising of the operating carrier for code-share flights. 

No frequent flyer program is available at this time.

 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. In the event of a flight cancellation, significant delay or change, French bee will timely notify affected customers of the flight cancellation, significant delay or change and notify such customers of their right to receive a full refund and information relating to any alternative to a refund offered such as a voucher, credit or other form of compensation.

 Customer Service from Code share partners : French bee has a code share agreement with its sister airline Air Caraibes. This cooperation covers the majority of the operated routes in both airlines.

French bee will respond to consumer problems as required by 14 CFR 259.7, including designating for its scheduled flights an employee who shall be responsible for monitoring the effects of flight delays, flight cancellations, and lengthy tarmac delays on passengers.

 We will acknowledge in writing receipt of written customer complaints within 30 days of their receipt and will send a substantive written 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: 

• U.S. Department of Transportation Aviation Consumer Protection Division, C-75 1200 New Jersey Avenue, SE Washington, DC 20590 
• Phone: 202-366-2220 TTY/Assistive Device: 202- 366-0511

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 will not be able to assist you in case of misconnection.