ComplaintsforAir France

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my daughter airline tickets to ****** ***** I paid $1519.50. The booking was booked through Air France. confirmation number ******. Upon her return flight leaving out of ****** and then ***** both flights were delayed. It caused her to miss her flight from ****** to ********. So they ended up canceling the Boston flight #AF2424. on June 15 and there were no other flights they could put her on so she had to stay overnight by herself. The next day she was supposed to be booked on another flight that left out of ****** at 9:40 AM. That flight number was DL5654 both flights on June 15 and June 16 were operated by ***** Airlines the flight for 9:40 AM canceled for a controllable reason by the airlines My daughter is a recent high school graduate and her graduation party was one June 16. She missed her on graduation party in which I was out money from the caterer and just general things that were purchased. Not only that she was not offered a food voucher the next day when her flight was canceled on June 16 she requested one and was told no. Both of the canceled flights on June 15 and 16th resulted in more than a three hour delay. Not only did she miss her graduation party she missed spending the day withher father and Fathers Day as well. She was traumatized being barely ******************************* a hotel alone. I had to deal  with the stress of calling the hotel to make accommodations because she was only 18 and it states you have to be *********************************** And then the next day shes required to leave out of the hotel early to catch the 940 flight, which was then canceled. She was not able to get on another flight until, 2:35 PM so she has now sat in an airport with not food. ***** Airlines, have yet to receive any response after reaching out on 6/16 via online complaint and 6/17, 6/21, /25 via phone I know that I entitled compensation for delayed and canceled flights and would request ***** airlines accommodate that request.

  Business response

  07/08/2024

  Dear BBB,
  
  We regret to learn about the inconveniences **************** describes in his claim #********.
  As the passengers decided to contact a third-party claims management company to proceed with their claim and provided them with a signed power of attorney, we are unable to respond to this claim until it is rescinded.
  
  Best regards,
  
  ***********************************
  Air France *************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/14/2024 tripped booked with Air France and bags arrived 3 1/2 days later. I had to go out to purchase necessities and clothing while there. Spent over $700 for items to attend planned events. I submitted a claim 3 ********** on the Air France site re: damage and late arrival luggage and having to pay extra for weight, which was not overweight. There was only one claim recognized in their system, and when I followed up re: the others asking about it, there was no way for them to confirm that I sent a follow-up email asking about my claim submitted within the 21-day window. I am looking to receive my refund back for damaged bags and reimbursement for items spent for delayed luggage.

  Business response

  06/17/2024

  Dear BBB,
  
  
  
  I hereby formally acknowledge receipt of the case filed against our company with the BBB, referenced under 21838702.
  
  As I understand the matter, when the complainant arrived in ***** from *********** via ******* and ***** on April 14th, 2024, she noted that her bags had not been loaded with her. She received the bags three days later, incurring some first necessity item expenses during that time, which she wants our company to reimburse. Additionally, she states that her baggage was damaged, and seeks therefore reimbursement for the damaged item.
  
  I can see that this claim was originally rejected because she sought reimbursement for her expenses after the 21-day time limit stipulated in the Montreal Convention.The complainant, however, refutes this, saying she filed this claim on May 1st,2024. It is important to note that the claim filed on this date was for reimbursement of the excess charge to her luggage when checking in at ******************************************
  
  However, I can see that she messaged us in that same claim on May 7h, 2024, requesting information regarding her delayed baggage. I will therefore accept this aspect of her claim within the time limit.
  
  Under the convention and our General Conditions of Carriage, we are liable in this instance to reimburse her for her first necessity item purchases. However, as with any legislation stipulating provisions for reimbursement, the fee must be quantified and justified. There are no documents in the claim substantiating this sum. Therefore, we cannot respond favorably to the passenger unless itemized fiscal receipts are presented.
  
  Regarding the damaged baggage, it is important to point out that this must be reported to the airline within 7 days of receiving ones luggage. The complainant received the bags on April 17th and did not report the damaged baggage until May 10th,2024. We are therefore unable to consider this claim.
  
  
  
  Best regards,
  ********************
  Air France ******** Care Assistant

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ***** : Air France, on recorded conversations, told me that the price for adding additional checkin baggage would be $140, but they charged me $260 instead when requested additional baggage 1 day before the departure. Payment Receipt Attached.

  Business response

  06/12/2024

  Dear *********************, 
  Please find below our response to the American BBB:
  
  
  Your reference : ********             
  Our reference : *********
  
  Dear BBB, 
  
  Thank you for your communication regarding our passenger ***********'s claim for the payment of her extra baggage while travelling with us.
  
  To be able to study the passenger's file, we invite her to send us her booking reference or the number of her ticket.
  
  The passenger file will be examined as soon as we receive the information requested.
  
  Yours ***************************************************************************************** Assistant
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to file a formal complaint against Air France regarding the cancellation of my flight and the inadequate customer service I received in attempting to resolve the issue. I am seeking reimbursement for the full cost of my airfare.On April 24, 2024 I had a scheduled flight from ******* (ATL) to ************************************************* (CDG) with Air France. Five hours before the scheduled departure at 8 am, I received a generic email notification from Air France informing me that my flight had been canceled. Despite numerous attempts to contact Air France customer service for assistance in rescheduling my flight, I received no satisfactory help or resolution. Or any response whatsoever.After spending considerable time and effort, I eventually sought assistance from Delta Air Lines. After three hours on the phone with Delta, they were able to reschedule my flight, a service that Air France should have provided as part of their obligations to their passengers.The cancellation of my flight and the lack of support from Air France caused significant inconvenience and stress. As a result, I am requesting a full reimbursement of my airfare for the canceled flight.I am attaching copies of my flight itinerary, the cancellation email from Air France, and any other relevant documents to support my complaint.I appreciate your attention to this matter and look forward to a prompt resolution.

  Business response

  06/17/2024

  Dear *****************, 
  Please find below our response to the American BBB :
  
  **** ********* * ********         *** ********* * *********
  
  
  Dear BBB, 
  
  Thank you for your communication regarding our passenger ***************** concerning the cancellation of flight AF 35 from ******* to *********************************** on 24/04/2024.
  
  The flight in question was cancelled due to operational problems, however the passenger was rebooked and arrived at his final destination 55 minutes ahead of schedule.The passenger is therefore not entitled to EU/261 compensation.
  
  The passenger informed us that he did not receive any assistance from us for his rebooking, our records indicate that the passenger was rebooked with Delta Air Lines and given that the passenger used his ticket we cannot proceed with the refund of his ticket.
  
  Yours ***************************************************************************************** Assistant
  
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Air France ************************* - Ticket no. ************* ******************************* - Ticket no. ************* Request compensation for being pumped from flight, delay, separation and other causes of action caused by Air France. Our original flight was not cancelled due to strike based on email received, it was just cancelled. (No mention of strike in email received.) The strike was averted based on the news. Our original booked flight took off as planned from ********, I was at the airport and saw people boarding our original flight. We had checked into our original flight 24 hrs. prior with no problem.Background: On April 24, 2024, myself and ******************************* were scheduled to travel to ****** from ******** with a stop over in ***** on ****** (******** to *****) and then ****** (***** to ******). We were supposed to arrive TOGETHER at 1115 hrs on April 25, 2024.At 10:47 am on the day of departure, we were advised that the flights had been cancelled. Ours later booked on separate flights.****** went to ***** on ****** arriving 0755 hrs, and then to ****** on AF1124 arriving at 2225 hrs on April 25, 2024 (the day after departure). The original layover in ***** was going to be only a few hours but as a result of your rebooking, ****** has a 13 hour layover. Alone in the airport. I was rebooked on an entirely different airline. I was rebooked on ****** Royal Air Maroc departing April 24, 2024 at 2150 hrs and arriving in ********** at 0930 hrs on April 25. I then departed ********** on AT0982 at 1340 hrs and arrived in ****** at 1500 hrs. Other issue:As I was on board ****** on May 14, 2024 from ***** to ******. On that flight you ran out of food. I was advised I would be compensated for that as well.1. ****** & separated from my traveling companion, 2. I arrived almost 4 hours after I was originally supposed to arrive,3. ****** arrived 11 hours after he was supposed to arrive,4. Had to make new arrangements due to the mishandling by Air France.

  Business response

  06/17/2024

  Dear *************************,
  Please find below our response to the American BBB:
  
  
  Your reference : ********      Our reference : *********
  
  
  Dear BBB, 
  
  Thank you for your communication concerning our passenger ************************* regarding the cancellation of flight AF 1024 from *********************************** to ****** on 25/04/2024 as well as the situation described by the passenger on board flight AF327 from ***** to ****** on 14/05/2024.
  
  Flight ****** was cancelled due to a strike by the French air traffic controllers.Unfortunately, a situation such as this does not entitle the passenger to EU/261 legal compensation.
  
  The passenger described in her claim that she had been separated from her travel partner, but after checking the passenger's booking we can see that she was the only one on her booking reference. When our flights are disrupted, we rebook our passengers according to the availability of other airlines or our own flights.
  
  And finally, we can inform you that the meal was not provided to the passenger on his flight with us on 14/05/2024 due to logistical problems. We are therefore pleased to offer her a non-refundable voucher for ***** USD as a gesture of goodwill.
  
  Please find below the conditions of use of the voucher.
  
  Yours ************************************************************************************ Care Assistant

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Sir or Madam,I purchased an Air France Airlines ticket to fly from ******, **, *** to *****, ***** and return to ******. Flight CONFIRMATION NUMBER: 3DX18M The ticket was purchased on August 17, 2023 for $1697.19 The flight details were to fly from ****************** to *****, France and then get a connection flight from ***** to *****, ******On my way to ****************** in ****** on December 19, 2023 I got a text message from Air France that my flight from ***** to ***** is cancelled. I bought the ticket on August 17 and after four(4) months they informed me that my flight is cancelled and this also on my way to the airport. However, I took the flight from ****** to ***** and was stranded at the *************. After much request and struggle with the Air France staff, I was sent by a KLM flight to *********, *********** and from there by Air India to *****. Instead of travelling by one airline I had to travel by three different airlines. There was much stress, tension and harassment both in ***** and ********* to get a flight to *****. My flights were delayed and I reached ***** about 12 hours later than scheduled. To my astonishment my luggage was also lost and could not be delivered when I reached *****. It took Air India four days to located and deliver my luggage. I was visiting my ancestral home in ***** after Ten(10) years and had no clothes or personal items on arrival. I had to make no less than 15 telephone calls to locate my luggage. Many of my plans from ***** onwards in ***** to meet friends/family and other business meeting had to be cancelled. Lots of harassment in a country where I was born and I was visiting after 10 years. On my return to *** I filed a complaint to Air France with no results. I want Air France to issue a return ticket to ***** valid for one year or to reimburse my money back.I am looking forward to resolving this problem.Sincerely,*******************

  Business response

  06/03/2024

  Dear ***************, 
  Please find below our response to the American BBB:
  
  
  Your reference : ********               
  Our reference : *********
  
  
  Dear BBB, 
  
  We regret the situation presented to us by passenger *************** in his complaint regarding the cancellation of his flight AF226 from ***** to ***** on 20/12/2023 and the delay of his baggage on arrival at his final destination on 21/12/2023.
  
  According to our records, the passenger travelled from a non-** airport to a non-** country. ** regulation 261/2004 does not apply in this case and there is therefore no right to compensation or reimbursement of his ticket as the passenger was rebooked at his final destination.
  
  Regarding his claim for delayed baggage, under the Montreal Convention and the General Conditions of Carriage, passengers must send their claims for delayed baggage to the airline within 21 days of receiving their baggage. 
  
  The information we have indicates that the passenger sent us his claim on 09/02/2024.
  
  As a result, the passenger is unfortunately not entitled to any compensation. 
  
  Best regards,
  
  ******** ******
  Air France Customer Care Assistant

  Customer response

  06/07/2024

  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:

  I was stranded and felt harassed at *****, ********* and ***** airports with little or NO HELP from Air France officials. Because I was late with no clothing(Lost Baggage) I missed official meetings with businesses and lost my reputations. I was visiting ***** after 10 years and my trip was totally spoiled.

  The cancellation of Air France flight from ***** to ***** was conveyed to me while I was driving to ****************** in ******. I booked my flight in September 2023 and it took them over three months to tell me that the flight from ***** to ***** is cancelled with no clear message as how to continue my journey from *****
  

  I just called the Air France official who sent the response at ************ and the Number is Not in Service. Is this is the way Air France treats by giving disconnected numbers to its customers???

  I plan to approach government agencies and complain if I don't get a reasonable response. I request that I Air France issue me a return ticket from ****** to ***** valid for one year.
  

  Sincerely,

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

   

  
  
  
  
  
   
  

  Business response

  06/27/2024

  Dear ***************, 
  Please find below our response to the American BBB:
  
  Your reference : ********              
  Our reference : *********
  
  Dear BBB, 
  
  We are sorry to hear of the passenger's dissatisfaction with our last communication.
  
  We inform the passenger that we cannot offer refunds for flight sectors already flown, based on customer experience. We are therefore obliged to respectfully refuse the passenger's request.
  
  We regret to confirm the terms of our last letter concerning the passenger's file.
  
  Yours *********************************************************************************** Assistant
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My booking reference **** had two passengers. 1. P***** 2* ******. The journey started from ********* (*****) on flight AF191 till ***** (France). After reaching ***** (France), the next leg of the journey which was booked, ticketed and checked-in on the flight AF692 from ***** (France) to ************** (***). To our shock we received a message and and email that our flight AF692 was cancelled. The message said that we were booked into another flight with another stop on the way from ***** (France) to *********** (***) and then from *********** (***) to ************** (***). There are so many issues with this and it stressed us out like anything.1. We are old and cant do 2 stops hence we chose this flight in the first place. However, irrespective of that our ticket was cancelled and rebooked 2. On top of that, the booking reference of **** didn't have ****** on it anymore. It took 3 calls to get where did the booking go for ******. Apparently a new booking reference (****) was created without informing us 3. When we went to the Air France concierge, we were shocked to know that the connecting flight AF692 was never cancelled, only our checked-in ticket was cancelled. How can an airline cancel a checked in ticket in the middle of a journey in some other country!The agents at the gate tried to resolve our issue and again booked and checked us in on the same flight wherein we were originally booked on. However, our original checked-in seats were not given as they were given to someone else (our checked-in seats). Our seats were separate and being senior citizens it was troublesome for us.I don't know how this happened and why. We had our checked-in boarding passes with us! But this is highly unprofessional. I do not want to travel with Air France again. I want the entire trip to be refunded so that I can book my return journey with another airline. I have created a request on Air France's website as well (******). Pls use my email to get to that.

  Customer response

  06/22/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Air France regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Swissport/KLM/Air France cargo department on Imperial has unprofessional staff that doesn't take their jobs seriously and retaliate when I ask for help. I've been waiting for over 1 1/2 hours in the warehouse waiting for someone to tender the cargo. This is an issue that has been happening for some time now. Working with this location has become a awful situation. I'm sure that the work ethics and standards of Air France are top notch and don't tolerate this conduct for business. Thank you... sincerely, ***************************.

  Business response

  06/12/2024

  Dear BBB,
  
  Air France extends its sincerest apologies for the inconvenience experienced during *********************** interaction with our cargo department. The reported unprofessional behavior and lack of assistance are deeply concerning to us. ************************ feedback is invaluable in ensuring we maintain the highest standards of service.
  
  Please be assured that ************************ complaint will be forwarded to the relevant departments for thorough investigation and appropriate action. Air France is committed to addressing this matter promptly to prevent its recurrence and to uphold our standards of excellence.
  
  Thank you for bringing this to our attention. We apologize once again for any inconvenience caused and appreciate ************************ understanding.
  
  
  
  Best regards,
  ********************
  Air France and KLM ******** Care Assistant

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked ***** Airlines flights with a booking reference ****** through my bank's travel portal. The flights were operated by Air France. ***** has redirected me to Air France. Air France booking reference is ******.The premium economy seats I booked came with a seat selection option. I selected the front seats on the right side because I was traveling with a 1 yr-old. However, 1 day before the flight, I found out (on my own, not notified) that the seats I selected have been given to someone else on the JFK to CDG leg. ***** Airlines shunned responsibilities saying the flight is operated by Air France. Air France refused to help. I was traveling with a 1 yr old baby for the first time so this was extremely frustrating and I did not get the service I paid for. My daughter, and consequently all of us as family, had a horrible flight because of the middle seats at the back that were given to us.PLEASE NOTE: Air France staff gave contradictory reasons as to why the seats were taken away. However, all Air France personnel at the airport and in the flight acknowledged that this was something that warranted a complaint and a refund. They even offered to help file a complaint. However, when I filed the complaint, I just got a response saying we're sorry. I am not looking for a sorry. I want a refund because I did not get the service I was promised.

  Business response

  05/30/2024

  Dear *************************,
  ****** **** ***** *** ******** ** *** ******** **** **** ********* * ******** *** ********* * *********
  
  Dear BBB,
  We are sorry to learn of the situation presented to us by passenger ************************* in his claim with reference *********
  We inform the passenger that the Carrier will make reasonable efforts to respond to seat allocation requests, but cannot guarantee the allocation of a given seat, even if the Reservation is confirmed for that seat. The Carrier reserves the right to modify the allocation of seats at any time, including after boarding, due to operational, safety or security imperatives, or for reasons of Force Majeure.
  For further information, we invite passengers to consult the general conditions of carriage Art 5.3 by following the link below: **********************************************************************************************;
  Yours Sincerely, 
  ******** ******
  Air France Customer Care Assistant
  
  

  Customer response

  06/05/2024

  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:

  [The carrier's ground staff lied to me multiple times during the flight and promised that this complaint will be addressed if submitted. However, the carrier is hiding behind rules and totally ignoring the details given in my complaint. For example, what circumstances forced the carrier to assign my seats to a middle-aged man traveling all alone? Even if there were operational (or issues of any kind), what led them to assign the seat to someone who could have sat anywhere else? This is after we were told at check-in that the seats are broken. The in-flight staff then gave another random excuse. So we were lied to, and then were quite surprised to see that the seats were given to people who could have easily been assigned to sit in middle seats. I want the exact reason why this was done.]

   

   

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  06/12/2024

  Dear *************************,
  ****** **** ***** *** ******** ** *** ******** **** **** ********* * ******** *** ********* * *********
  
  Dear BBB,
  We are sorry to hear of the passenger's reaction to our last communication.
  Following the passengers' comments we have checked our records for flight AF003 on 05/05/2024 and we can see that our agents have left a note concerning this situation with the passenger indicating the same reasons as we gave concerning the change of seat.
  Once again we invite the passenger to consult our general conditions of carriage Art 5.3 on reserved seats by following the link below: **********************************************************************************************;
  Unfortunately, we will not be able to respond favourably to the passenger's complaint.
  Best regards,
  *************************
  Air France Customer Care Assistant
  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, this is the third time a file a complaint, its crazy what this company does to not give people their money back, i was denied bording in ****** by an employee claimed i didnt have sufficient documentation when i had my i94 with the i551 stamp on it as a temporary residency card, because im renewing my permanent one, i know exactly what i had i have been a resident for ******************************************** but when i filed a complaint through the bbb they responded with that they will refund through the agency but it never happened, and then they said they will refund me to my bank account which didnt happen also, and then i made another complaint on how they said they will refund and they didnt, and now they refunded me 76$ which is a fraction of what i paid, i paid 1000$ and im not leaving them alone untill i get my money and if this proceeds to happen i will file a lawsuit against the company for refusing to refund a service i didnt use and it wasnt provided for me, and i will add to that damages, delays, hotel stay, time wasted, i got kicked out of work back then cuz of how late i was, and i have evidence that i was completely lawful to board that plane and the us government has that information because they who issued the papers for me, long story short im not stopping untill i get my money back. Sorry if i was offensive in any way but this got out of hand its been two years, since june 2022, this is a continuation of my two previous complaints.

  Business response

  05/29/2024

  Dear ***********************,
  
  Please find below our response to the American BBB:
  
  
  
  **** ********** ********      *** ********** *********
  
  
  
  Dear BBB,
  
  We are sorry for the situation presented by the passenger in his claim.
  
  In our previous communications with the passenger we told her that the reason she was denied boarding was due to the lack of documentation allowing her to travel to the ***, this was confirmed to us by our staff working at the airport.
  
  However, we proceeded to refund the passenger's ticket, but at a cost of ***** USD, which corresponds to the ticket taxes.
  
  We have just contacted our finance department to give us more details about this payment.
  
  We will get back to you as soon as we have the details of this refund.
  
  Best regards,
  ******** ******
  Air France Customer Care Assistant
  

*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. ↩