FAQ

Frequently Asked Questions

HOP! makes every effort to answer your questions and fulfill your requests. To read the FAQ, please select a topic.
I travel with a wheelchair. What should I take into consideration?

If due to my limited mobility, I need a particular assistance (wheelchair, on-site support), I must book through customer service at 0 892 70 22 22 (0,35€/min)
from France, or + 33 1 72 95 33 33 from abroad.

An Internet reservation can’t guarantee any particular assistance.

Does HOP! also fly to…?

We offer regional flights, as well as flights from region to Europe. For an overview of destinations, please see the interactive map.

Where can I find my booking reference?

Your booking reference is indicated on the top left side of the electronic ticket you received by e mail. If I did not make my booking thought Hop website but thought an another website or a travel agency, I can find this reference on the travel document I received from the other website or agency.

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My email address has changed. Can you change it in your record?

I can modify my email address by clicking on manage my reservation, then in the section Passenger(s) details and Change contact information.

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My baggage allowance doesn’t appear on my electronic ticket?

If I paid my baggage allowance at the same time as my e-ticket, this is then displayed on my electronic ticket.
The baggage allowance paid after the reservation of the flight can’t be displayed on your electronic ticket. In this case, I have to provide at the airport desk, the complementary document that I received by e-mail to confirm my reservation.

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How can I change the name on my booking?

Full name change is forbidden. For further information, please contact your sales outlet.

How can I change my reservation?

Only Maxi Flex, Basic +, and Young/Family/Senior ticket’s allow reservation changes, according to the fare conditions. According to the ticket fare I purchased, I will change my reservation by contacting my sales outlet.

How can I obtain my ticket refund?

Only Maxi Flex and Young/Family/Senior tickets are refundable.
If my ticket number begins with 163,I call the 0 892 70 22 22 (0,35€/min) from France, + 33 1 72 95 33 33 from abroad, or I use the contact form to obtain my refund.
If my ticket number begins with 057, I have to visit AIRFRANCE.fr, page “refunds”.

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What does it cost to change my reservation?

Fees for changing my booking depend on the ticket fare I purchased.
Promo: non-exchangeable ticket
Young/Senior/Family: flexible tickets, without fees at any time
Basic: a 70 € fee + a fare adjustment if the original fare class is no longer available
Basic Plus: a 50 € fee + a fare adjustment if the original fare class is no longer available
Maxi Flex: flexible ticket, without fee at any time

Could I buy a one way ticket with my pass?

No, you have to buy a return because you have to spend at least 1 night from Saturday to Sunday, to get a 25% discount.

How do I get the Weekend pass?

You can get your pass directly online on Airfrance.fr, at an Air France agency or at a travel agency of your choice.

 

Do I need to show my pass at the airport?

No, there is no control at the airport.

Could I earn miles?

Yes, Miles apply to the  corresponding fare.

Am I allowed to take an hold baggage?

Baggage allowance depends on the fare you have chosen.

Can I buy online, in the same booking, flights for multiple customers with a valid Weekend pass?

Yes

Could I buy online, in the same booking, a weekend fare and another fare?

No, you have to contact Air France call center (3654 from France or +33 (0)892 702 654 from abroad) or a travel agency to make this kind of booking.

Which is the applicable discount?

Weekend pass allows the customer to get a 25% discount on the Basic, Basic+ and Smart fares.

Which routes are eligible for the Weekend pass?

The Weekend Pass is valid on HOP and Air France flights within metropolitan France, not including seasonal routes.
You can see eligible routes for the Weekend Pass here.

 

How do I get the Weekend Pass rate?

To get the Weekend Pass rate you must have a valid Weekend pass, and spend at least 1 night from Saturday to Sunday.

Can a minor sign up for the Weekend pass?

No, the Weekend Pass is reserved for customers who are at least 18 years old.

What is the Weekend pass?

This card is individual, nominative and non-transferable.
The Weekend Pass is valid for 1 year starting from the date the customer decides to activate it.
The Weekend Pass is available in metropolitan France, it allows the customer to get a 25% discount on the Basic, Basic+ and Smart fares including tax (except applicable service charges), on all flights operated by Hop! and Air France, excluding seasonal routes, subject to availability, in the above range of fares. Its price is 69€.
To benefit from this discount, the trip must include at least 1 night from Saturday to Sunday.

You would like an invoice or duplicate. Do you have an issue?

Simply fill out the form on this page.

What is the Youth Pass?

The Youth Pass gives you discounts of up to 30% on more than 100 routes in France. It costs €49 all taxes included. It is valid for one year and offers exclusive extras. If the Youth Pass is purchased after the holder’s 24th birthday it is valid up to the day before the holder’s 25th birthday and could therefore be valid for less than one year.
See conditions here.

Am I eligible for the Youth Pass?

Anyone aged 12 to 24 years of age may obtain a Youth Pass, which is then valid for trips up to the day before their 25th birthday.

What routes are eligible for the Youth Pass?

All routes in France with HOP! Air France.

How do I get the Youth Pass rate?

To get the Youth Pass rate you must be in possession of a valid Youth Pass, which you will show on your departure date at the airport.

I have not yet received my Youth Pass. May I book a ticket at the Youth Pass rate?

Yes, if you have already requested the Youth Pass. You must show your valid Youth Pass on your departure date at the airport.
View the General Terms and Conditions

What happens if I am unable to show my Youth Pass on my departure date at the airport?

A fare adjustment of 49€ corresponding to the Youth pass price will be charged directly at the airport. You may convert this document on the site carte Jeune with a photo and an ID document to obtain your Youth pass free.

How do I get a Youth Pass?

Simply fill out the online form here.

I’ve lost my Youth Pass. Can I get a new one?

Yes, you may ask for one by filling out this form. A €15 fee will be charged.

Are minors aged 12 to 17 travelling with the Flying Junior option eligible for the Youth Pass?

Yes, passengers travelling as unaccompanied minors are eligible for the Youth Pass and may use it to obtain Youth Pass fares. However, the Flying Junior unaccompanied minor option must still be paid as a supplement.
Click here to find out more about the Flying Junior unaccompanied minor options.

What are the maximum dimensions for one check-in luggage?

The dimension of your luggage may not exceed 158cm. To calculate this amount, you need to add the length, the height and the width of your luggage.
Find out more at Baggage Regulations.

What are the maximum dimensions for a single carry-on baggage?

The maximum dimension allowed in cabin is 115cm (55+35+25) Find out more at Baggage Regulations.

What is the maximum weight for a single luggage?

The luggage might not weigh more than 23 kg per for an adult and/or a children, and not more than 10 kg for an infant (0-2 years old).

What do I have to do so that my children might travel alone (UM)?

Tickets for unaccompanied children (UM) must be booked through customer service at 0 892 70 22 22 (0,35€/min) from France, + 33 1 72 95 33 33 from abroad.
This service applies for child from 4 to 11 years old inclusive on French domestic flights, and from 5 to 14 years old inclusive for European routes.
To save time at the airport, please print and fill 4 copies of the UM form .

Which baggage items are allowed on board/on the airplane?

Find out more at Baggage Regulations.

Can I travel with a pet?

Find out more at Pets on board.

Where could I find the UM form ?

I can find the UM form here

Is the stroller included in the baggage allowance of my infant (0-2 years old)?

With a Maxi Flex or a Basic Plus ticket, your foldable stroller is included in the baggage allowance of your infant (0-2 years old – allowance of 10 kg). Other ticket fares don’t offer baggage allowance for your infant. Find out more at Baggage Regulations.

I would like to travel with my sitar (and other musical instruments)?

Musical instruments carriage is included in the baggage allowance if it is check-in or carry-on (without seat occupation). Otherwise the cost of carry is the same as the duty free price for a passenger using this seat.
Furthermore, for safety purposes, the packaging of this large luggage has to present rounded angles. The maximum authorised dimensions are 140 x 50 x 40 cm on one seat only.
I register my instrument by calling HOP! call center at 0 892 70 22 22 (0,35€/min) from France, or the + 33 1 72 95 33 33 from abroad.

I’m pregnant. When is it safe to fly?

You can fly until your 36th week of pregnancy, if it occurs without complication. If you encounter complication, you can fly until the 34th week of your pregnancy. You’ll need a medical certificate which should state that you are “fit to fly”. Find out more at Flying Kids.

I would like to reserve a multi destination ticket?

Multi destination tickets aren’t available on line. You can book one by calling HOP! call center at 0 892 70 22 22 (0,35€/min) from France, or the + 33 1 72 95 33 33 from abroad.

Can I bring my child’s stroller on board?

Yes, you are allowed to bring a stroller onboard.

How can I travel with my surfboard (and/or with another voluminous sports equipment)?

Carriage of voluminous sports equipment (diving equipment, bike, ski/snowboard, windsurf, longboard…) are subject to specific allowance and conditions:
- Are included in the baggage allowance with no additional cost : golf equipment (a 23kg bag maximum), surfboards smaller than 107cm, skis (depending how many baggages the plane carry and the dimensions).
- Subject to specific allowance (40€ on shorthaul flights, 55€ on medium-haul flights) : bikes, diving equipment, surfboard taller than 107cm.
- Not allowed : sailboards.

I must contact HOP! call center at 0 892 70 22 22 (0,35€/min) from France, or the + 33 1 72 95 33 33 from abroad to register my equipment.

How can I add a baggage allowance to my booking?

To purchase additional baggage allowance, click on the tab “My Booking”, on the top of our booking engine.
Please enter your booking reference and the related last name.

If you booked through a travel agent, you should first provide a valid email address and a phone number.
For this purpose, click on “modify” in the passenger information block. At the bottom of this new page, fill all fields marked with a red star in the contact information block.

At the bottom of the “trip summary” page, in the “services” block, click on “Modify”.
On the “Additional services” page, near “Additional checked-baggage”, click on “Ajouter”
A popup window will open:
- Select the appropriate passenger by scrolling through the drop-down menu,
- Tick the box “First checked baggage”
- Click on “Get Price”
- Click on “Add” at the bottom of the windows
To finalize your selection, click on “Continue”.
Proceed to payment.
If the payment is confirmed, your Baggage is added to your reference. You will receive an EMD (Electronic Miscellaneous Document) to confirm your purchase. Please bring it to the airport.

How many pieces of check-in baggage may I travel with?

You can purchase up to 3 check-in baggage, each not exceeding 23 kg. Find out more at Baggage Regulations.

Which baggage items are allowed in airplanes?

Find out more at Baggage Regulations.

Does Hop! serve meals onboard?

Hop! offers to all his travelers a snack composed of sweet and/or salty biscuits. Cold and hot drinks are also offer to all passengers during the flight.

Which travel documents do I need?

Before your departure, make sure that you are able to present :
- Your electronic ticket (memo voyage)
- Eventually, the confirmation of an additional service purchased (EMD receipt)
- A valid ID or/and Passport

These documents are needed for your registration and for the different controls through the airport.

I checked-in online but I bring more luggage than I paid for or my luggage exceeds the size included allowance. What are my options?

If you arrive at the airport with more luggage than included in your free baggage allowance, you will have to purchase excess baggage. Oversized baggage and/or additional baggage fees will be applied according to your ticket fare.

How long before departure should I present myself at the check-in desk?

The check-in deadline is 20 minutes.
Warning: for Brussels and Amsterdam, the check-in deadline is 30 minutes.

Can I check in the day before my departure?

You can check in online from 30 hours to 2 hours prior to departure.

Can I accompany my child traveling alone up to the boarding gate?

No. Parents are allowed to go with their child traveling alone up to the security check point only. Your child will then have to continue with HOP! support service. Find out more at Flying Kids.

For any information concerning the loyalty program: miles earning, mileage account, consultation of my account, my next ticket purchase by using my miles

Please contact the Flying Blue service at 3272 (0.34€/min) or visit the dedicated website.

What are the advantages for my company to join the corporate program?

HOP! offers attractive fares on all the destinations served by Air France group. For further information, please contact BlueBiz service at +33 (0) 892 700 280 (9:00 – 18:00), or at mail.bluebiz.fr@airfrance.fr.

I wish to purchase a membership card.

HOP! doesn’t have any specific membership card. You can enjoy the benefits linked to the Air France Metropolitan France membership card .

How can I book flight tickets for a group?

You can book tickets for a group by filling in the on line form , or by approaching your usual sales outlet.

I would like that my company joins the corporate program. How do I proceed?

Please contact BlueBiz service at +33 (0) 892 700 280 (9:00 – 18:00), or at mail.bluebiz.fr@airfrance.fr, or by approaching your usual sales outlet.

I want to send a claim, how can I make a request?

I must fill the form, and can attach documents on claim form online .