ComplaintsforAir France

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Initial Complaint
10/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On September 27th my husband daughter and I traveled on *** flight 1652 from ********, ***** to *********, ***********, with an end destination of ********, France. Our flight 1652 was delayed which caused us to miss our connecting flight. As a result we had to wait in line for 3 hours to have a customer service attendant help us to get on another flight the following day. When we arrived at the counter, my daughter was having a tantrum after having to wait for so long. The agent told us that we could have skipped the line, and could have been helped hours prior. We attempted to speak to customer service **** that were walking around the area for assistance prior to reaching the desk, but had one completely walk away from us after making eye contact and asking for help, and another did not mention that kids did not have to wait for assistance. Due to several other flight cancellations and difficulties there were no airline hotels available. We were told by the desk staff (and then later by 3 different *** workers) that we were entitled to getting toiletries covered due to the delay since we did not have access to our bags. We needed diapers for our daughter, toothbrushes , deodarant and other small items. I told the *** that we also did not have any warm clothes, and she told me to be reassured that all expenses we incurred would be covered. We spoke to several other *** **** that made the same statements, that all added expenses could be covered. We bought several items from the airport before departing to our hotel, including sweatshirts for each of us. When I filed by claim number *********, we were told that we were only entitled to a hotel and meals. We were provided a reimbursement for the hotel and for the meals. This was in a ***** opposition to everything the airport customer service **** told us.
Business response
10/28/2024
** ********** **** * ********* ******** ******** **** ****** *****

Dear ******* ******,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Initial Complaint
10/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Subject: Formal Complaint Regarding Refund for Canceled Flight (Reservation Code: ******)Dear Better Business Bureau,I am writing to file a formal complaint against Air France regarding a refund issue for my canceled flight, booked under the reservation code ******.On September 28, I was scheduled to fly with Air France; however, the flight was delayed for over 3 hours and eventually canceled. As per ** Regulation EC ********* I am entitled to a full refund due to this significant delay and the cancellation of the flight. Both Air France and Expedia (through whom I booked the ticket) have acknowledged that I am eligible for this refund.Unfortunately, despite repeated attempts to resolve the issue, I have been unable to receive my refund. Air France has directed me to handle this matter through Expedia, while Expedia insists that Air France is responsible for issuing the refund. This back-and-forth between the two parties has left me without the refund I am legally entitled to under ************** law.I am submitting this complaint to request your assistance in resolving this issue, as neither Air France nor ******* has taken responsibility for processing the refund. I would like Air France to process the full refund immediately, as they are ultimately responsible for the canceled flight.Thank you for your attention to this matter. I trust that your organization can help expedite the resolution of this issue.Sincerely,***** ****** [Reservation Code: ******]
Business response
10/24/2024
** ********** **** * ********* ******** ******** **** ****** *****

Dear ***** ******,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Customer response
10/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Air France stated that they would contact me but they have not reached out to me

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** ******

Business response
11/12/2024
Dear ***** ******,

Please find below our response to the BBB:

Dear BBB,

We regret to learn about the situation ***** ****** describes in his claim #********.

However, we refuse to reply to the claim through the New York BBB on the basis of jurisdiction, i.e this being a claim on behalf of a non-U.S. resident whose journey does not touch the *************************

Best regards,

*** *****-*****
Air France ************* Assistant
Initial Complaint
10/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to file a formal complaint against Air France for their failure to address a missing baggage claim I submitted on August 18, 2024, under the reference **********/********. Despite repeated attempts to reach out, I have received no response or compensation for the significant inconvenience and financial loss caused by the mishandling of my luggage.The total value of the items in my missing luggage amounts to $2,072. I have provided Air France with all necessary documentation and have requested updates on my reimbursement multiple times, but I have not received any communication. This lack of response is unacceptable and has caused further frustration.I respectfully ask for your assistance in addressing this issue and facilitating a resolution. I believe that Air France must be held accountable for their negligence and failure to provide adequate customer service.Thank you for your time and consideration.Sincerely,****** *
Business response
10/21/2024
Ref. : ********* *******
Subject: Your letter dated On 21/10/2024

Dear ****** ********,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************

Customer response
10/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

My ongoing complaint against Air France, which, unfortunately, remains unresolved. My original complaint, submitted several weeks ago, stated that I had not received any communication from Air France to resolve my lost luggage. Regrettably, that continues to be the case. I still have not received a single phone call, email, or letter from Air France even though they stated in a response to BBB they would. Additionally, there has been no resolution regarding the issue of my lost luggage itself. We are now approaching November, and my luggage was lost in August, which has added significant frustration and inconvenience.
I am requesting your assistance in urging Air France to contact me directly to resolve this issue. The lack of direct response and resolution from their end is extremely disappointing, and I would appreciate any support the BBB can offer to facilitate communication.
Thank you for your continued assistance with this matter. Please let me know if you need any additional information.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

****** ********

Business response
11/12/2024
Dear *** *********************** find below our response to the BBB:

Dear BBB,

We regret to learn about the situation *** ******** describes in her claim #******** regarding her lost baggage.
We consider the efficient handling of customers baggage to be of prime importance. However, as with any system involving human and mechanical interaction, there are some occasions when irregularities occur. You have our commitment that we are not complacent on this matter, and we are doing all we can to improve our baggage handling services in the future.
In case of baggage delay, loss (including baggage delayed for 21 days or longer) or damage the air carrier is liable for damage unless it took all reasonable measures to avoid the damage, or it was impossible to take such measures. The liability for baggage delay is limited to 1288 SDR (Special Drawing Rights).
As per our Conditions of Carriage, which are publicly available and were agreed upon at the time of ticket purchase, we are committed to ensuring a fair and transparent process for compensating passengers in the event of disruptions or inconveniences. According to these conditions, we can offer a forfeit payment equivalent to EUR ****** for certain types of claims.
However, to ensure that compensation is fair and reflective of actual losses incurred, we require passengers to substantiate their claims with relevant invoices or receipts.This ensures that the compensation provided is accurate and justifiable.Unfortunately, without such documentation, we are unable to adjust the forfeit payment amount.
Furthermore, to process the compensation payment efficiently, we require the passenger's bank details,including the account number and bank name, to facilitate a direct transfer.Alternatively, if the passenger prefers to receive the compensation via check,we need the full address, including the apartment number, to ensure accurate delivery.
We therefore kindly request the passenger to provide the necessary documentation and preferred method of payment details at their earliest convenience. Once we receive the substantiating invoices and the required payment information, we will proceed with the compensation process promptly.
We are committed to resolving this matter amicably and to the satisfaction of all parties involved. Should you have any further questions or require additional information, please do not hesitate to contact us.

Thank you for your understanding and cooperation.

Best regards,

*** *****-*****
Air France Customer Care Assistant
Initial Complaint
09/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a voucher that expires in Oct 2024 from Air France but due to the war in ******* and the **************** issuing warning for Americans not to travel to *******, I asked Air France to give me an extension but they refused to. I submitted a complaint online and they responded and are not giving me an extension. With the war in a very bad shape, it is impossible for me to travel there. I emailed their CEO 4 days ago and I got no response. I am filling this complaint with the hopes that you can help me solve this issue.
Customer response
10/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ******
Initial Complaint
09/26/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am filing this complaint regarding an extremely disappointing experience with Air France during my recent travel. My case involves overbooking, poor communication, and the loss of high-value luggage. My total airfare was approximately $600 USD, and the Air France complaint reference number is *********.Details of the Incident:On September 25th, I was scheduled to fly from ***** to ******* on Air France flight AF 1328, with a departure time of 3:30 pm. I arrived at the airport several hours in advance, at 11:00 am, to check in. I was never informed at check-in that there was an issue with my seat assignment. I waited at the gate for over three hours, only to be informed at the last minute that the flight was overbooked and I would not be able to board.I was then rebooked on a later flight, AF 1028, scheduled to depart at 9:30 pmforcing me to wait an additional six hours in the airport. Given that my luggage contains items valued at over ****** euros, I repeatedly asked Air France staff about the handling of my luggage, and I was assured multiple times that my luggage would follow me on the rescheduled flight and arrive in ********Upon arrival in *******, only one of my checked bags was returned. I immediately filed a report at the airport under reference **********, and I was told the bag would arrive the next day. Despite multiple follow-ups, no one has been able to locate my missing luggage, and I have not received any clear communication or updates.Desired Resolution:Immediate action to locate and return my missing luggage.Compensation for the emotional distress, delays, and lack of communication, as well as for the high value of the items that remain missing.Thank you for your attention to this matter, and I look forward to a swift resolution.Sincerely,Ms. *****
Customer response
10/21/2024
Better Business Bureau:

At this time, I have not been contacted by Air France regarding complaint ID ********.

Sincerely,

****** *****
Business response
11/12/2024
Regarding your request: ***********
BBB ID Reference ********

Dear ****** ******
Please find below our response to the US BBB.

Dear BBB,

We regret to learn of all inconveniences ** ***** describes in her claim *********
Although we have already paid compensation for denied boarding a sper EU Regulation EC 261/04, we must decline this claim for delayed baggage as outside of the US BBB jurisdiction as her itinerary did not contain any US flights, but only a flight from Paris Charles De Gaulle to Bologna on September 25th, 2024 with booking reference *******
Please do not hesitate to contact us should you require more information from us.

Best regards,

****** ****
Air France Customer Care Assistant
Initial Complaint
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This is a complaint about Airfrance I boarded an Air France flight from ****** to ***** on July 30th on vacation to watch the Olympics. I had paid for a quick trip to ****** and ******* I couldn't make. I arrived ***** the morning of July 31st my luggage was nowhere to be found. They told me to fill out a form and they would call me and have my luggage delivered. That call never came through, All of my belongings were packed in the checked-in luggage. I didn't have a hand luggage. I had no cloths no personal item just what I had on. I couldn't make the trips as planned I couldn't watch the games I travelled for. I was told that the next day the luggage with be delivered I was ***** for 10 days I even had to move my return flight by one day hoping Id still get my luggage. Not one phone call was put through to me I kept calling. Nobody could tell me anything I went to the airport everyday during my stay I spent so much money on ***** It was a very sad and depressing experience. They didn't offer to help in anyway they were mostly rude to me at the babage office at the ********************************. They kept telling me to go and shop for what you needed we couldn't find my luggage. I incurred expenses on **** and personal items. I arrived back in the ** without my luggage on the 9th of August. They asked I provide receipts of all expenses and all the receipts and lists of items in the luggage. They asked for a signed written note and a picture of my passport bio-data page. I have submitted all they requested It has been almost two months now I have not heard back from Airfrance they wouldn't respond to any of my emails. I often have to call their customer care office in ****** theyll tell me they don't handle it over the phone that I should send an email. I have emailed many times I have gotten no response till date. I can provide the email thread if theres an email I can have it sent to. This experience has been mentally exhausting. Kindly help resolve this. Thanks
Business response
11/11/2024
Regarding your request: ***********

BBB ID Reference ********
Dear ******* ** ***** **********
Please find below our response to the US BBB.

Dear BBB,

We regret to learn about the inconveniences ** ********* describes in his claim *********
Our records show, however, that we have settled his claim for lost baggage (**********) with the payment of maximum liability under the terms of the Montreal Convention of 1999 for USD1730 on October 16th, 2024.
Should you require any further information, please do not hesitate to contact us.

Best regards,

****** ****
Air France Customer Care Assistant
Customer response
11/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Their so called "settlement" of $1730 does not cover one-tenth the value of my items; the receipts of the items inside of my lost baggage which I had to painstakingly put together to send to airfrance and is not reflective of all the items in the baggage, some of that which i simply do not have a receipt.
To add insult to injury, it does not even cover the expenses I had to incur during my trip without my baggage which I sent full receipts for. Their policy states that such expenses would be FULLY COVERED!
They should adhere to that policy and compensate me for my expenses incurred in full. They have those receipts. I should not have to be asking for full compensation. It is unbelievable what they are doing! I still do not have my bag, no compensation for the items lost after painstakingly uploading each receipt, and no compensation for the expenses incurred during this ordeal since July and is almost the end of year. Simply terrible!!

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******* ** ***** *********

Business response
11/12/2024
egarding your request: ***********

BBB ID reference ********

Dear ******* ** ***** **********
Please find below our response to the US BBB.

Dear BBB,

We regret to learn that ** ********* is dissatisfied with the reply provided in his claim *********
Under the Montreal Convention and the General Conditions of Carriage, the airline is liable for a damage caused by a baggage incident up to the amount of 1288 SDR (Special Drawing Rights) only.
The amount paid to ** ********* corresponds to the maximum liability established by the legislation even though the receipts submitted were above that amount.
We regret to inform him, therefore, that we are unable to make any further payment in this case.
Please do not hesitate to contact us for further information.
Best regards,

****** ****
Air France Customer Care Assistant
Initial Complaint
09/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Last February I had a problem with a cancelled flight of Air France while I was in ******. Although I called and I was booked the day after, due to an employee mistake, my rebooking was never entered in the system and found myself without a flight. After many phone calls (while in ******, ******) they rebooked me to a flight 3 days later. They did however told me that Air France will reimburse me all the expenses including hotel/food that will incur these three days. When I came back I filed for a reimbursement (on march 12, 2024), case [*********]. I was rejected few times for no reason nor explanation, but kept writing back, sometimes without receiving any reply; until a month later, on April 13 where I received an email from the customer service stating that I'm entitled for a reimbursement and in order to finalize the claim I had to send receipt for the expenses incurred from the cancelled flight (I'm attaching a screenshot of the email received) along with my Bank info, account number, addresses etc. Which I did. I never heard back from them, I kept sending them emails, almost every 2 weeks, nothing. On July 8 I sent another email informing them that I will file a complaint with BBB because this is unacceptable (attaching a screenshot). I waited two more months, nothing. I am entitled for the reimbursement because of their error and the way they treated me is poor. I hope through this they will do the right thing. I'm attaching also the receipts totaling to ****** Euros ($225 dollars today).
Customer response
10/15/2024
Better Business Bureau:

At this time, I have not been contacted by Air France regarding complaint ID *********
I also plan to cancel my Air France Bank of America Credit card in the next week, since as you see they completely ignoring their customers. Thank you for your help.

Sincerely,

************ *********

Business response
11/07/2024
BBB ID Reference ********

Dear ** *********,
Please find below our response to the US BBB:
Dear BBB,
We regret to learn about the inconveniences ** ********* describes in his claim ********.
Unfortunately, we are unable to refund the hotel stay in ****** as the passenger was unable to provide a valid invoice for the amount paid.
Should you require any further information, please do not hesitate to contact us.
Best regards,

****** ****
Air France Customer Care Assistant
Business response
11/12/2024
Regarding your request: ***********
BBB ID reference ********

Dear ************ *********,
Please find below our response to the US BBB.

Dear BBB,

We are sorry to learn that our mutual customer ** ********* is still not happy with our previous replies and resolution in his claim ********.
This is to confirm that we will not accept as proper invoice or receipt the letter sent by the hotel he stayed at in *******
** ********* must send us a valid invoice or receipt as proof of payment.
Please do not hesitate to contact us for more information.
Best regards,

****** ****
Air France Customer Care Assistant

Customer response
11/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Im sending the 2 ****** payments I did for my stay. The receipt from the owner is valid, when I spoke to the agent, I did say that I couldnt make a reservation through the ******, but the owner was willing to let me stay. The agent said ANY receipt with name, telephone, dates and amount is good. I sent you that. Ive sent a request, and the name and email of the owner is ********** *********** ****************************************
Your complete refusal to reimburse this doesnt show a good customer service.
Also, Ive sent all my food expenses with date and time, and you just want to reimburse me $8, are you serious? What company does this.
Im sending for a last time all my expense receipts, hopefully someone will look into it. You can also check the messages with the agents when they told me all expenses will be reimbursed, not $8! Thank you,
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

************ *********
Initial Complaint
09/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We upgraded tickets from Economy to Business on August 26, 2024 for our flight from ***** to ******* ******. We spent $2,600 USD on credit card and $1,000 in vouchers for these 5 upgrades. We came to the airport and our sats were given away we were downgraded back to economy class without any notifications. They even had audacity to ask us to repack our suitcases since we were over limit for economy on weight. They told us they also did not get notification that we lost our seats for this flight that we paid to upgrade and it happens. They stated we would get our money and vouchers back within 10 business days. It has been more than a month since we filed a claim, numerous calls and e-mails. They even said that the agent who was assigned to refund us is past the deadline to do so and they do not know why but will investigate. Amount of time we spent on trying to get our money and vouchers back is huge. Very unprofessional, especially considering we had loyalty program memberships with them, we chose them over the American companies. We have evidence of screenshots of payments, our upgraded tickets and final tickets they issued to us when they took our seats away, plus it is all in their system. 1. We demand our $2,600 be given back on credit card ASAP 2. We want our $1,000 in vouchers back 3. We want another $200 per person in new vouchers added for all this trouble.
Customer response
10/14/2024
***********Better Business Bureau:

At this time, I have not been contacted by Air France regarding complaint ID *********

I contacted them 4 times via phone since then to be told that they are working on it. It has been more than 6 weeks. There was no response to my BBB complaint from their side.

Sincerely,

****** *********

Business response
11/08/2024
Regarding your request: ***********
BBB ID Reference ********

Dear ****** *********,
Please find below our response to the US BBB:

Dear BBB,

We regret about the inconveniences ** ********* describes in his claim *********

This is to inform you that we have requested the full refund of all 5 documents which were not used to travel in Business class on flight AF636 on August 27th, 2024 from ***** ******* ** ****** to ******* due to change of cabin configuration.

We apologise for the delay in dealing with his request.

The refund request reference is ****************. We have also asked our refunds department to deal with it as soon as possible.

Should you require any further information, please do not hesitate to contact us.

Best regards,

****** ****
Air France Customer Care Assistant
Initial Complaint
09/14/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 22nd I landed in *** from *** my baggage did not make it I received compensation for the delayed baggage having to buy basic necessities After ************************************************************************************************************************************************************* without communicating why
Customer response
10/09/2024
At this time, I have been contacted directly by Air France regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]

They sent me $400 Cad for a full duffel bag
Which had lots more than $400 worth of clothing
They never offered a inventory list for me to fill out
According to the airline policy Im entitled to $1700 Usd

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
********* ******
Customer response
11/04/2024
Better Business Bureau:

At this time, I have not been contacted by Air France regarding complaint ID ********.

Sincerely,

********* ******
Business response
11/08/2024
Regarding your request: ***********
BBB ID Reference ********

Dear ********* ******,
Please find below our response to the US BBB.

Dear BBB,

We regret to learn about the inconveniences Mr ****** describes in his claim *********
Our records show that we have processed a total payment of CAD899.40 for baggage case ********** for the delay and loss of the bag.
The payment was processed based on the receipts the passenger provided and on a forfait amount offered by Air France for the receipts passenger was not able to provide.
Should you require any further information, please do not hesitate to contact us.

Best regards,

****** ****
Air France Customer Care Assistant
Initial Complaint
09/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I recently made a claim to Air France requesting compensation for an extended baggage delay which caused me to incur significant out-of-pocket expenses for essential items. (We were a party of six and all six bags were delayed) Despite submitting a detailed claim with all supporting documentation, I have only been reimbursed a small fraction of the costs I incurred. The reimbursement is far below what is fair given that all six bags were significantly delayed. Upon unsatisfactory notification from Air France of the resolution of my claim, I followed up with their customer claims department and was told there was nothing they could do and that they would not re-open the claim nor provide adequate reason for full denial of my claim. I then made a complaint to three of Air Frances Chief Executive officers. To date, I have not received a response from anyone. I am out-of-pocket thousands of dollars putting me in financial hardship.
Business response
11/08/2024
Regarding your request: ***********
BBB ID ********

Dear ****** *****,
Please find below our response to the US BBB:

Dear BBB,

We regret to learn of the inconvenience ** ****** ***** describes in his claim *********
Our records show, however, that we have made a payment for USD1082.75 for baggage file NAPAF27461 based on the receipts provided and accepted as reasonable costs incurred for first necessity items during the wait for their luggage.
We have also informed ** ***** of the items we do not deem first necessity and also advised that we ar eunable to accept credit card slips for purchases as we need to see itemised proof of evidence for what was purchased.
Should you require any further information, please do not hesitate to contact us.

Best regards,

****** ****
Air France Customer Care Assistant

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