Verified: 29 March 2026 12:25 pm CET
Industry: Passenger Air Transport (Low-Cost Carrier)
Jurisdiction: France & European Union (EU261/2004)
Primary Regulator: Médiation Tourisme et Voyage (Mediation) and DGAC (Systemic Oversight)
Important Safety Warning: Beware of fake customer service numbers on search engines. Scammers frequently target passengers with “spoofed” phone calls pretending to be Transavia support to “rebook” a canceled flight for a hidden fee. Transavia staff will never ask for your account password or ask you to pay via wire transfer to release held luggage.
Level 1: Customer Support (Service Client)
- How to complain: Your first legal step is to log your complaint directly through the official Transavia online web form (rubrique “Nous contacter”). If you need to call, do not use the general 0892 number as it is heavily surcharged (€0.50/min). If you already have a booking, you must call the dedicated non-surcharged line at 09 72 72 00 32 (price of a local call).
- Availability: The customer service lines generally operate Monday to Sunday from 5:00 AM to 11:00 PM (CET).
- Timeline: Transavia aims to provide an initial response within a few weeks, but legally they have up to 2 months to fully resolve an EU261 compensation claim.
- Source Verification: According to the official Transavia - Nous contacter portal.
Level 2: Formal Written Complaint & Mise en Demeure
- Who to contact: If the online claims portal denies your compensation or fails to reply within 2 months, you must formally escalate the dispute by sending a registered letter with acknowledgment of receipt (Lettre Recommandée avec Accusé de Réception - LRAR) to their corporate headquarters.
- Address: Address your formal legal notice to Transavia France S.A.S., Service Réclamation, Immeuble Bélaïa - Cœur d’Orly, 7 avenue de l’Union, 94310 Orly, France.
- Timeline: The airline has a strict legal deadline of 2 months to provide a substantive, final response from the date they receive your registered letter.
- Source Verification: Verified directly via the legal procedures published in the Transavia Conditions Générales de Transport.
Level 3: Regulatory Authority / ADR (Médiation)
- Passenger Rights Disputes: For unresolved disputes regarding flight delays, cancellations, denied boarding, or lost luggage, Transavia France is affiliated with the national travel ombudsman. You must file your dispute directly with La Médiation Tourisme et Voyage (MTV).
- Systemic Regulatory Reporting: Do not use SignalConso for an EU261 compensation denial. To report massive systemic breaches of passenger rights, you must report the airline to the Direction Générale de l’Aviation Civile (DGAC).
- Timeline: You can open an MTV mediation case only after you have received a negative written response from the Orly headquarters, or if the 2-month deadline has passed with no response. The Mediator then has 90 days to render a decision.
- Source Verification: According to the official charters of La Médiation Tourisme et Voyage.
Level 4: Legal Action
- Pre-Litigation: You must have proof of your written complaints (online claim and LRAR) and proof that you attempted mediation (MTV) before a French judge will hear a small claims case.
- Filing the Lawsuit: For direct disputes with Transavia France under €10,000, private consumers can bring their case before the local Judicial Court (Tribunal Judiciaire or Chambre de proximité).
- Statute of Limitations: In France, passengers have a generous 5 years from the date of the flight incident to claim their EU261 compensation in court.
- Source Verification: According to the Justice.fr - Saisir le tribunal judiciaire official government guide.
Community Action: Is Transavia refusing to pay your €400 EU261 compensation for a delayed flight, or are you looking for the correct legal templates to draft a Mise en Demeure to Orly? Reply below (do not share your passwords, booking references, or passport details), and our frequent flyer community will point you to the right resources!