Frenchbee
Compensation
This guide outlines your passenger rights with Frenchbee under the Canadian Air Passenger Protection Regulations (APPR), enforced by the Canadian Transportation Agency (CTA), and EU Regulation 261/2004 for flights departing from or arriving in the EU. It covers flight disruptions, baggage issues, tarmac delays, and special services for flights to, from, or within Canada, including routes to Vancouver (YVR) and other destinations. Frenchbee is committed to clear communication, fair treatment, and compensation for eligible disruptions.
Introduction to Frenchbee
Frenchbee, a low-cost French airline, operates long-haul flights from its hub in Paris Orly (ORY). As a Large Carrier under the APPR, it connects Canada with destinations in Europe, the U.S., and French territories like Tahiti (PPT). Frenchbee complies with the CTA’s APPR, EU Regulation 261/2004, and the Montreal Convention, ensuring timely updates, standards of treatment, and compensation for disruptions within its control, per its Tariff.
Key Services
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Global Network: Connects Canada (e.g., Vancouver) with Paris, Tahiti, San Francisco, and other destinations, focusing on affordable long-haul travel.
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Cabin Classes: Offers Basic, Smart, and Premium Economy with customizable add-ons like meals, baggage, and seat selection.
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Loyalty Program: Earn miles through the Flying Blue program (shared with Air France-KLM) for flights and partner services.
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Accessibility: Provides services for passengers with disabilities, unaccompanied minors, and pet transportation, compliant with Part 2 of the Accessible Transportation for Persons with Disabilities Regulations (ATDPR).
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Commitment to APPR: Ensures compliance with APPR and EU 261, offering clear communication and support during disruptions.
Your Rights During Flight Delays
For Frenchbee flights to, from, or within Canada delayed by 2 hours or more:
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Prompt Communication: Updates every 30 minutes on the delay reason (e.g., mechanical issues, crew scheduling), care provided, and recourse options via email, SMS, the Frenchbee app, or airport announcements, using contact details provided at booking or check-in via frenchbee.com. Accessible communication (e.g., larger font, email notices) is provided for passengers with disabilities. Updates continue until a new departure time or alternate arrangements are confirmed.
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Standards of Treatment: (within Frenchbee’s control or required for safety, notified <12 hours before departure, after 2 hours past scheduled departure):
2+ Hours Delay:
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Meals and refreshments in reasonable quantities based on wait time, time of day, and location (e.g., meal vouchers).
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Access to communication (e.g., free Wi-Fi, phone calls, or emails, where feasible).
Overnight Delay:
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Hotel or comparable accommodation within reasonable distance from the airport (subject to availability).
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Free transportation to/from accommodation and the airport.
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Alternate Arrangements: (for delays of 3 hours or more):
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Within Frenchbee’s Control or for Safety: Free rebooking on the next available Frenchbee flight within 48 hours, or on a partner airline (e.g., Air France) via a reasonable route, including transport to a nearby airport if needed.
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Outside Frenchbee’s Control (e.g., weather, air traffic control, security threats): Free rebooking within 48 hours on Frenchbee or a partner airline, or on any carrier if not possible, including transport to a nearby airport.
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Refunds: If travel no longer serves a purpose, a full refund for unused ticket portions and additional services (e.g., baggage fees, seat selection) is provided within 30 days, or a return flight to your point of origin if not at your starting point. Refunds are issued via the original payment method or through the Frenchbee Contact Form.
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Compensation for Delays
(within Frenchbee’s control, not required for safety, notified ≤14 days):
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3-6 Hours: CAD 125.
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6-9 Hours: CAD 250.
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9+ Hours: CAD 500.
Exclusions: No compensation for delays outside Frenchbee’s control (e.g., weather, strikes, air traffic control restrictions), if informed ≥15 days in advance, for non-public fares, or if compensated under another regime (e.g., EU 261). For international flights, the Montreal Convention may provide up to 1,519 SDR (~CAD 2,800–3,000) for expenses.
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Your Rights During Flight Cancellations
When Frenchbee cancels a flight to, from, or within Canada:
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Prompt Notification: Updates within 30 minutes of the cancellation reason (e.g., operational decisions, safety issues), care provided, and recourse options via email, SMS, the Frenchbee app, or airport announcements, with accessible communication for passengers with disabilities.
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Standards of Treatment: (within Frenchbee’s control or required for safety, notified <12 hours before departure, after 2 hours past scheduled departure):
2+ Hours Delay:
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Meals and refreshments in reasonable quantities.
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Access to communication (e.g., two phone calls, emails, or faxes).
Overnight Delay:
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Hotel or comparable accommodation near the airport (for out-of-town passengers, subject to availability).
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Free transportation to/from accommodation and the airport.
Alternate Arrangements:
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Within Frenchbee’s Control or for Safety: Free rebooking on the next available Frenchbee flight within 48 hours, or on a partner airline (e.g., Air France) via a reasonable route, including transport to a nearby airport.
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Outside Frenchbee’s Control (e.g., weather, air traffic control): Free rebooking within 48 hours on Frenchbee or a partner airline, or on any carrier if not possible, including transport to a nearby airport.
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Refunds: Full refund for unused ticket portions and additional services if travel no longer serves a purpose, or a return flight to your point of origin if not at your starting point, issued within 30 days via the Frenchbee Contact Form.
Compensation for Cancellations
(within Frenchbee’s control, not required for safety, notified ≤14 days):
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3-6 Hours Delay: CAD 125.
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6-9 Hours Delay: CAD 250.
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9+ Hours Delay: CAD 500.
Exclusions: No compensation for cancellations due to extraordinary circumstances, if notified ≥15 days in advance, or if denied boarding compensation was received. Submit claims within one year.
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Your Rights During Missed Connections
If a Frenchbee delay or cancellation causes a missed connection:
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Communication: Updates within 30 minutes via email, SMS, the Frenchbee app, or airport staff about the missed connection, care, and recourse options, with accessible communication for passengers with disabilities.
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Standards of Treatment (within Frenchbee’s control or required for safety, notified <12 hours before departure, after 2 hours past scheduled departure):
2+ Hours Delay:
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Food and drink in reasonable quantities.
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Access to communication (e.g., two phone calls, emails, or faxes).
Overnight Delay:
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Hotel or comparable accommodation near the airport (for out-of-town passengers, subject to availability).
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Free transportation to/from accommodation and the airport.
Alternate Arrangements:
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Free rebooking on the next available Frenchbee flight within 48 hours (within control) or a partner airline (e.g., Air France), or within 48 hours on any carrier (outside control) to your destination via a reasonable route, including transport to a nearby airport if needed. Rebooking is under comparable conditions, with refunds for lower-class seating or no supplementary payment for higher-class seating.
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Refund for unused ticket portions and additional services if travel no longer serves a purpose, or return to your point of origin if not at your starting point, via the Frenchbee Contact Form.
Compensation for Missed Connections
(within Frenchbee’s control, not required for safety):
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3-6 Hours Delay: CAD 125.
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6-9 Hours Delay: CAD 250.
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9+ Hours Delay: CAD 500.
Exclusions: Compensation applies only if Frenchbee is responsible. No compensation for weather, security issues, or if compensated elsewhere. Submit claims within one year.
Additional Notes: For codeshare flights, the operating carrier handles compensation and rebooking. Contact Frenchbee for assistance with partners.
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Your Rights During Denied Boarding
If involuntarily denied boarding due to overbooking or operational constraints on a Frenchbee-operated flight:
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Immediate Communication: Frenchbee must explain the reason (e.g., commercial overbooking, scheduled maintenance aircraft change) and provide a written explanation of your rights, care, and recourse via gate agents or written notices within 30 minutes, with accessible communication for passengers with disabilities.
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Volunteer Process: Frenchbee will seek volunteers to relinquish seats in exchange for negotiated benefits (e.g., Flying Blue credits, travel vouchers), confirmed in writing before departure. Volunteers are not entitled to additional APPR compensation.
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Standards of Treatment (within Frenchbee’s control or for safety, before boarding alternate flight):
2+ Hours Delay:
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Food and drink in reasonable quantities.
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Access to communication (e.g., two phone calls, emails, or faxes).
Overnight Delay:
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Hotel or comparable accommodation near the airport (for out-of-town passengers, subject to availability).
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Free transportation to/from accommodation and the airport.
Alternate Arrangements:
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Within Frenchbee’s Control or for Safety: Free rebooking on the next available Frenchbee flight within 48 hours, or on a partner airline (e.g., Air France) via a reasonable route, including transport to a nearby airport.
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Outside Frenchbee’s Control: Rebooking within 48 hours on Frenchbee or a partner, or on any carrier if not possible, including transport to a nearby airport.
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Refunds: Full refund for unused ticket portions if travel no longer serves a purpose, or return to your point of origin, issued within 30 days via the Frenchbee Contact Form.
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Boarding Priorities: Priority is given to: unaccompanied minors, passengers with disabilities and their support persons/service animals, families, and passengers previously denied boarding on the same ticket. Boarded passengers are not removed except for safety reasons.
Compensation for Denied Boarding
(within Frenchbee’s control, not required for safety):
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3-6 Hours Delay: CAD 900.
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6-9 Hours Delay: CAD 1,800.
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9+ Hours Delay: CAD 2,400.
Exclusions: No compensation if denied for safety, security, health, lack of travel documents, non-compliance with check-in rules (per Frenchbee’s Tariff), if the flight is canceled or delayed, if offered same-flight accommodations, or if compensated under another regime. Claims must be filed within one year.
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Your Rights for Baggage Issues
For lost, delayed, or damaged baggage:
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Prompt Communication: Notify a Frenchbee Baggage Services Counter at the airport immediately to file a Property Irregularity Report (PIR) before leaving the baggage reclaim area. Keep the PIR number, boarding pass, and baggage claim tag. Check status or file a claim via the Frenchbee Claim Form. If you’ve left the airport, report within 48 hours via the same form.
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Compensation:
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Lost or Damaged Baggage: Up to 1,519 SDR (~CAD 2,800–3,000) per person under the Montreal Convention for international flights, plus refund of baggage fees. Baggage is considered lost after 21 days.
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Delayed Baggage: Compensation for reasonable interim expenses (e.g., toiletries, clothing) within 21 days of receiving the baggage, plus refund of baggage fees.
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Process:
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Report damaged baggage within 7 days, delayed baggage within 21 days, at the airport Baggage Services Counter or via the Frenchbee Contact Form.
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Submit claims with boarding card, receipts, bank details, and bag tag.
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Court action for lost/damaged baggage must be filed within 2 years.
Additional Notes: Claims must exclude alcohol and luxury items. Frenchbee is not liable for damage due to inherent defects, improper packing, or security inspections.
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Tarmac Delays
Your Rights During Tarmac Delays
For tarmac delays at Canadian airports after doors close for takeoff or after landing:
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Communication: Updates every 30 minutes via onboard announcements, email, or SMS, with accessible communication (e.g., larger font, email notices) for passengers with disabilities.
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Care After 90 Minutes:
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Food and drink in reasonable quantities based on delay length and time of day.
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Access to working lavatories (if equipped).
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Proper ventilation, heating, or cooling.
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Communication with people outside the aircraft (where feasible).
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Medical assistance if needed.
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Disembarkation: After 3 hours, passengers can disembark unless takeoff is imminent within 45 minutes and standards of treatment are maintained. Priority disembarkation for passengers with disabilities and their support persons/service animals.
Exclusions: Disembarkation may not be possible due to safety, security, air traffic control, or customs issues.
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Reimbursement of Expenses
Your Rights for Reimbursement of Expenses
When Frenchbee causes flight delays, cancellations, or delayed baggage within their control:
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Eligible Expenses: Reasonable costs for essentials (e.g., meals, toiletries, clothing) due to delays over 2 hours (notified <12 hours), cancellations (notified <14 days), or delayed baggage. Expenses must exclude alcohol and luxury items.
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Submission Process: Submit itemized receipts with expense details, passenger names, flight details, and bank details via the Online Contact Form.
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Standards of Treatment: Reimbursement for reasonable expenses (e.g., meals for 2+ hour delays, hotel/transport for overnight delays) if not provided by Frenchbee.
Reimbursement Limits
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Delayed Baggage: Up to 1,519 SDR (~CAD 2,800–3,000) for reasonable interim expenses, plus refund of baggage fees.
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Flight Delays/Cancellations: Reasonable expenses based on delay duration, location, and time of day.
Note: Expenses due to uncontrollable events (e.g., weather, air traffic control) are not reimbursable.
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