ComplaintsforAir France

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I just called the ***************** number to ask about my claim C-******* and the person answered the phone was very rude to me and when I told her that Im not happy with the way she is talking me she said awesome is that how AF treats their customers now? Im really chocked an disappointed. She refused to give me her name and When I asked to speak to a supervisor she said bye and hung up on me. Never had such a bad experience in my whole life

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had vouchers from previously cancelled Air France flights (voucher #************* for US $935.08 and voucher #************* for US $747.63. On February 24, 2021 I purchased tickets on the Air France website for a flight from ******* to Paris, booked for October 2021. In August 2021, we decided to cancel our trip to Paris as my wife had a miscarriage and had some complications requiring us to stay in ****** for medical care. I submitted a cancellation request and received confirmation from Air France by email dated August 2, 2021 that my refund request is received and will be processed soon. After several attempted phone calls to Air France, I am not able to reach anyone at Air France to investigate why my voucher request has still not been processed. I have not received a refund or voucher in the amount of the ticket I purchased on February 24, 2021, despite cancelling and getting a refund request submitted on August 2, 2021. The booking reference from the canceled Paris trip is ******, and the trip was scheduled for October 9, 2021.

  Business response

  12/22/2021

  Dear BBB,
  We are sorry to learn about the delay in handling ******************** refund.

  
  We have contacted the refunds department and they have confirmed that his refund was approved yesterday, December 21st 2021.

  
  ****************** was informed via e-mail.

  The refund should appear in original form of payment within the next ***** business days.

  Yours sincerely,
  Air France Customer Care

• Initial Complaint

  11/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/6/21, I had to travel urgently to France because my father was very ill. I booked a next-day direct regular flight with Air France, at a high premium, 4 times the typical cost. Confirmation ****** (Air France) / Booking ID ****** / Ticket #************* (*******************). Cost: $1,986.57 This is my last attempt to get refunded and compensated before I file a 30 days letter in ************* for violations under the provisions of ************* General Laws, Chapter 93A, Section 9. I have spent hours on the phone with no solutions in sight.The day of, Air France canceled my flight in the middle of the day and re-booked me for a flight the next day. Later that day, Air France removed me from that flight and re-booked me a second time on a flight with a 4 hours layover in the Netherlands. There was no online option to change my trip nor any offers to compensate me / refund me the difference. I had to call, be put on hold and 'negotiate' to be put back on a direct flight to ******** hours later than what I booked / paid for. The agent said that the 'system' did not show what the price difference was and that they would not refund me anything nor compensate me. Somehow Air France believes they can cancel flights multiple times and keep the fare difference.When I called both Air France and ******, they pointed fingers at each other. ****** explained that only Air France had the power to refund me because the reservation/bookings were under their control, that is why they were able to change them.On the way back, Air France informed me that I should be at the airport 4 hours before my flight (!). They asked me by email to check in my luggage as a favor and mentioned it would be free, no conditions. Nobody knew at the airport. They said the 'system' again would not let them take my suitcase because it was 2 pounds over some limit. They made me repack it in the middle of the airport. That was necessary.

  Business response

  12/17/2021

  Dear BBB,

  We regret to learn about the inconveniences that **************** experienced while trying to fly to Paris to see his ill father.
  

  We have carefully reviewed his reservation and unfortunately his flight was cancelled due to a technical issue on the inbound flight from Paris and mandatory crew rest time.
  

  An alternative flight was offered to fly the same day, via Amsterdam with our partner KLM.  We are sorry to learn that this flight was not accepted.  **************** chose to fly on a direct flight to Paris with Air France, the next day,  on November 8th. His ticket was re-issued in the same class of service and our agent managed to find availability in the same original fare he purchased, therefore no price difference was collected and no refund is due.

  However, since his flight was cancelled at the last minute due to the reasons explained above. *************** in entitled to receive compensation. The compensation details will be explained on a separate e-mail in our file **********

  As per his claim about luggage allowance and excess weight for his return flight on November 19th (*****). We would kindly like to suggest checking on our website before travelling in order to make sure that the luggage weight complies with the maximum weight allowed.
  
  ****************************************************************************************

  Yours sincerely,
  Air France Customer Care

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩