ComplaintsforAir France

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My wife, ******, and I travelled from ***** to ******* in Air France's business class cabin on April 18th, 2024. Our trip comprised two legs - ********* to ***** and ***** to *******. Our booking was made using Flying Blue points and approx $1500 in taxes/fees. My compliant is for two issues:1). During our ***** to ******* flight, my wife's seat was not working. It could not be adjusted without a flight attendant coming in and manually adjusting it, either straight up or flat down. Our flight being full, we received help from the cabin crew just once in the nearly 9 hour flight. For nearly 7 hours of the flight, my wife and I had to switch between seats so that she/our baby could rest.2). There was absolutely no food available or offered for my child. The cabin crew did not even offer to bring us extra food from a different cabin.I raised a complaint through Air France's web portal (C-7934761) on April 29th. On May 6th, I received a response with an offer of $321 in Air France credit valid for 12-months. I immediately responded requesting a reevaluation of the resolution as it fell far short of being fair. Since then, I have called customer service multiple times to escalate the issue as my case appears to be "closed", only to be promised that it was escalated. I have not heard back since that email on May 6th. I kindly request a reassessment of the compensation offered, taking into account the following factors: 1. Not one, but 2 business class passengers were affected by the issue with the seat. 2. My infant was offered nothing but crackers and cheese over a 9-hour flight. While we managed by sharing our meals with her, this was in no way an acceptable resolution. 3. The inconvenience and stress caused by the situation were considerable and far reaching. My wife took almost a week to recover as her back hurt severly due to the seat.In light of this, I respectfully request a fair and equitable resolution to this matter. Regards,*****************

  Customer response

  09/08/2024

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

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This airline repeatedly kept changing I flight I had scheduled in November and because of the constant changes I chose to cancel the flights which I paid extra for to make refundable and the cancelations/flight changes were not caused by me and Air France chose to give me a credit when I have no interest in booking with their airline and I was going to book with someone else. This needs to be corrected immediately as I will not being flying with them and I want my money back

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My husband and I purchased flights on Air France. We contacted them and informed them that we werent able to fly due to a health issue. They were not willing to offer a refund, which is ridiculous. Instead they offered to change our flight at no cost (not helpful since we cant travel due to a health issue) or give us a credit to use for one year (same issue). All we want is our flights refunded.

  Customer response

  09/06/2024

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 3rd of 4th, 2024. I tried to cancel my flight on 8/27/2024 *FK-ZUR, FRA-**** via the Delta airline app for personal reasons. A message popped up stating to contact the issuing carrier. I contacted *** who then advised me to contact Air France. I told the *** * male) that i wanted a voucher/credit because i knew my ticket was non refundable. the *** told me that a voucher could not be issued but a refund was available. They stated that the process could be completed on line because i did not have the info because my ticket was purchased by another party. At some point the i was put on hold and the call was disconnected. I called back in spoke to a female told her that i wanted a voucher but the previous *** said i can get a voucher but a refund was available. the *** processed the refund for me. Today *8/8/24), i received an email that 129 euro was refunded back to the party that paid for the ticket. i called into Air France two times today in regards to the refund. I advised by the ***s my ticket was "non refundable" i told both ***s i was aware of that and thats why i asked for an voucher but i was told i could get a refund because a voucher was not available. The second *** i spoke to today, told me that a voucher was available only for certain reason and that a refund came with fees. I advised the *** that i was never informed of that. I have flown enough times to understand " non refundable" which is why i asked for voucher/credit. but if im told i can get a refund and not told of any fees associated with it, i was mislead. "i would never agree to that" ,especially a 10% refund. This is unfair and the ***s did not explain anything to me. Air France kept 90% of the airfare this unfair business practice. Besides that none of the ***s were from the ** and i believe there was a communication breakdowns. Im currently out of a lot of money because i paid the original party. I am requesting a credit or refund of airfare to my Flying Blue account.

  Business response

  08/20/2024

  Dear BBB,
  
  We acknowledge receipt of the case filed against our company, referenced under ********.
  From our understanding, the passenger intended to cancel their booking, referenced under ******* and explore options to receive a refund in the form of a voucher. The passenger has stated that they were informed they were eligible for a full refund, which was subsequently processed under reference ***************** However, after the refund was processed, only the taxes associated with the ticket were reimbursed. The complainant is now seeking an additional reimbursement for the ticket amount.
  Upon reviewing the matter, we would like to highlight the following points:
  
  On August 3, 2023, an email was sent to the complainant with detailed instructions regarding their cancellation request. The email included the following information: 
  
   
  Dear ****************,
  We hope this email finds you well. We are contacting you to provide information regarding your cancellation request.
  To initiate the request, please access the following link: **************************************************************
  By clicking "Cancel Flight," you will need to enter your booking code ****** and your last name. You will then see refund details for your cancellation and can click on the "Request Refund" section. Please note that the cancellation process is subject to the conditions of the ticket purchased. After completing the process, you should receive a notification via email with a follow-up code and additional details.
  For further information regarding your booking, you can visit: *****************************************
  By entering your last name and booking reference, you will be able to view your flight details.
  Should you have any further questions, please do not hesitate to contact us again.
  The complainant was thus informed of the implications of their refund request.
  
  Additionally, the conditions of the ticket and the implications of any refund requests are clearly outlined in our General Conditions of Carriage. It is the responsibility of the passenger to familiarize themselves with these conditions.
  
  Based on the information reviewed, we are unable to assume liability for this incident and must respectfully reject the complainant's request.
  
  Best regards,
  ********************
  Air France Customer Care Assistant

  Customer response

  08/20/2024

  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]

   Hello, I never filled out the form. The form was filled out by the *** while I was on hold. So I was never saw the policy to the cancellation process.  If you check your records there was no form sent in by me.  Also, I would like the the recorded call because I was never informed by any of the ***s of the refund process. I want it to be clear I was never informed of any options nor the refund policy I would never accept that for a refund. O out of money.  And I stated to the *** the ticket is non refundable, so if Im informed that the ticket is refundable then what am I assume, But only a full refund.  

   

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  I
  
   
  

  Business response

  08/27/2024

  Dear BBB,
  
  We acknowledge receipt of the updated communication regarding case ********.
  While I understand the complainants frustration, I must clarify that we have nothing further to add beyond what has already been communicated. As stated in our previous correspondence, we informed the complainant via email on August 3, 2024, about the consequences of requesting a refund. Additionally, our General Conditions of Carriage, which passengers are responsible for familiarizing themselves with, clearly outline the provisions regarding refunds.
  Given this, we cannot respond favorably to the complainants request. Furthermore, I would like to inform the BBB that we believe we have exhausted our internal handling procedures concerning this matter. As such, we now consider this case closed. Should the complainant wish to pursue the matter further, we advise them to do so through an alternative channel, as any further communication sent here will not receive a response.
  
  Best regards,
  ********************
  Air France Customer Care Assistant

  Customer response

  08/30/2024

  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]

  I have asked for the recording of the telephone conversation multiple times and Air France has never acknowledged my request. But they want want me to believe that there rep(s) informed of the refund policy. I also as I stated I  never purchased the ticket, it was purchased by a 3rd party which I paid on a later date  my flight was on the delta app which I used to monitor the flight because it was operated by delta.   When I tried to cancel on delta app thats when I contacted Air France  asking for a voucher so I was never made aware of any refund policy until after the refund of 176 euros was issued. If air france cant privide the **** notes and telephone transcripts they must provide me a voucher or refund plus additional compensation because what the **** say or wrote down are totally inaccurate and complete false   

   

   

   

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

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

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased a ticket from air france for 07/29/2024 from *** to *** with a connection in CDG the flight from *** to CDG was delayed and i missed my connection so i was put on to a flight the next day but than i was put on to a flight to ATL and from ATL to EWR but my flight to ATL was also delayed and i missed my connection to ******** so i was put onto a flight the next day i arrived in ******** 20 hr after my estimated arrival time on 07/30/2024 at 12:00pm instead of 07/29/2024 at 03:50pm and i tried speaking to someone at air france but there is no one to talk to i want to get a refund plus compensation for my flights

  Customer response

  09/01/2024

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

  Business response

  09/18/2024

  Dear ******* ******,
  Please find below our response to the American BBB:   
  
  
  Our reference: ********       
  Your reference: *********
  
  
  Dear BBB,
  
  
  Thank you for your communication of 14 August 2024 in respect of our passenger ******* ****** and concerning the delay of the flight AF 6176 opereted by ***** ** ****************** from ******** to ***** ******* de Gaulle and the flight AF 034 from ***** ******* de Gaulle to ********
  
  Regarding the flight ****** the preamble of ** regulation 261/2004 states the following:
  
  (7) In order to ensure the effective application of this Regulation, the obligations that it creates should rest with the operating air carrier who performs or intends to perform a flight, whether with owned aircraft, under dry or wet lease, or on any other basis.
  Since the flight in question was operated by *********************, the passenger must resubmit your claim to them for their consideration only.  Contact details can be found on their own website.
  
  As for flight AF 034, it was delayed due to operational problems.
  
  The passenger's entire itinerary began and ended in countries outside the **************. The ************************* has ruled that the statutory compensation set out in Regulation (EC) 261/2004 does not apply to such an itinerary.
  
  Unfortunately,we will not be able to respond favourably to the passenger's requests.
  
  Best regards,
  
  
  ******** ****** 

  AF KL Customer Care

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The tablet at our seat had a sticker stating "inoperative". I had to change seats with my kiddo so he can use a tablet. ***** chief offered to move me behind to another seat in economy on my own, i refused because i am flying with my family and i paid $100 per seat to be seated in front of economy together during 8 hour flight. I asked if we can all be upgraded to either premium, business or first since there were empty seats available in each section, the cabin chief refused. ***** chief said she will open a claim and add notes and I would receive an email confirmation, then also asked me to open another claim upon my return. Cabin chief and other staff came back with tape and said the tablet works but it just doesn't stand upright on its own. ** staff came back with tape, used my personal belongings to promt the tablet up, I have provided pictures in the ** claim **********). I am requesting a refund for the full additional fees I have paid for each of the 4 or just my seat on this flight for discomfort and lack of equitable and appropriate resolution on ** staff. It is around $100 per seat paid partly the day i purchased the tickets (2/29/24) and when i checked in (7/24/24). The solutions provided by ** staff on the flight were very poor. Since I have had a very bad experience with claims last year with **, I am requesting the BBB's help to resolve this issue. Thank you.

  Customer response

  08/31/2024

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

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I bought 2 business class tickets (SFO-CDG) with Air France in May. We then changed the outbound date of travel, resulting in a fare decrease, which AF gave to us as credit vouchers for $323.70 each. We then tried to use those vouchers for subsequent AF tickets (*****-*******) but because of a glitch in the system, AF didn't apply the vouchers. In multiple phone conversations they acknowledged their error and promised a refund. But the refund never happened. And now they say the vouchers are marked as "used" and so cannot be credited or refunded. We seek from them a refund of $323.70x2=$647.40.

  Business response

  08/22/2024

  Dear ************,
  
  Please find below our response to the BBB:
  
  Dear BBB,
  
  We regret to learn about the inconveniences *********** describes in his claim #********.
  After review, I am pleased to inform you that I have arranged for a refund of the travel vouchers onto the provided bank account. The reference number for this is ****************. Kindly allow up to 28 working days for the refund to clear.
  
  Best regards,
  
  ***********************************
  Air France *************

  Customer response

  08/27/2024

  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]

  While I was pleased to see this positive response and an accompanying direct email from Air France saying the same thing, the following day I received the following email from them:

  Dear *******************************,We hereby inform you that we have rejected your refund request, as your document has been fully used, according to our systems. Thank you for understanding.Yours sincerely, Airfrance

   

  I called Air France customer service today and spoke with a helpful agent who re-submitted the request (now number C-8423882).  But so far we seem to be caught up in a strange loop where one part of AF recognizes the error and tries to fix it, only to be shut down by another part.  We have wasted hours and hours with this process.  And frankly, by this point, I think AF owes us compensation for that time, as well as for the original vouchers.

   

  thank you,

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

   

   

   

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

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

  Business response

  09/11/2024

  Dear BBB,
  
  I hope this message finds you well.
  
  I am writing to provide an update on **************** claim #********. We have encountered some disruptions with processing the initial refund vouchers onto his bank account. To resolve this issue and ensure prompt reimbursement, I have decided to issue two checks, each valued at USD ******,for the respective passengers involved.
  
  These checks will be mailed to the address ************ has provided us. We are taking this step to expedite the resolution of his claim and ensure that he receives the funds due to him.
  
  We sincerely apologize for any inconvenience and delay this situation may have caused ************. Please assure him that we are committed to resolving this matter swiftly and to his satisfaction.
  
  If there are any further concerns or if additional information is needed, please do not hesitate to contact me directly.
  
  Best regards,
  
  ***********************************
  Air France *************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a ticket # ****** with Flex refund option.And changed the date once (I remember I choose Flex also with refund option), but I could not get my refund from website. So I called and was told that that ticket was changed to standard and I could not get my refund back. But I remember clearly that I changed also to Flex with refund option.After the call, I tried to check other days with Flex and tried to change it back to Flex, but I did not mean to change the date again. However, the ticket was changed again and I could still not get my refund.Could you help to give me the refund for my original payment $1558.5?

  Business response

  09/20/2024

  Dear ******* *** ,
  Please find below our response to the American BBB:   
  
  
  Our reference: ********     
  Your reference: *********
  
  
  Dear BBB,
  
  Thank you for your communication of 2 August 2024 regarding our passenger ******* *** and the refund of her ticket.
  
  According to our records, on 01 May 2024, the passenger purchased a return ticket from Seattle to Paris for USD 1158.50 with Flex fare conditions.
  
  The departure was scheduled for 10 September 2024 and the return for 10/10/2024.
  
  The passenger subsequently changed the departure date on 05 May 204 to 09 September 2024.
  
  The passenger then changed the date again on 24 July 2024 to depart on 08 August 2024 and return on 15/09/2024.
  
  And finally a final change of dates with a departure on 21 September 2024 and a return on 13 October 2024. For this last change, the passenger paid a difference of USD 35.50.
  
  We would like to inform the passenger that following the various payment changes, her ticket has lost its Flex fare conditions since it has been recalculated according to the fares for the new dates she has chosen.
  
  We will therefore refund the ticket in accordance with its conditions.
  
  Our finance team will contact her to confirm the refund. The refund was made using the reference below: ****************.
  
  She will receive the refund using the same payment method he used to purchase his ticket.
  
  Best regards,
  
  ******** ****** 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/22/24, I went on a ten-day tour to *******, leaving from ************* to **********, *******. Upon arrival in **********, I discovered that my luggage had not arrived with me. After extensive inquiries, it became apparent that my luggage had been stolen while still in **************Despite numerous attempts to resolve this issue, it was not until 33 days after my return to the ** that I received a call from SFO's lost bags telling me my luggage had been located. Upon retrieving my luggage, I found several items missing. Nevertheless, I was relieved to have it back.During my ten-day stay in *******, I had no personal belongings and was forced to purchase clothes and toiletries totaling approximately $600. Initially Air France staff told me that my luggage would be delivered within a day or two, but this did not occur. Consequently, I had to purchase essential items to tide me over for the duration of my trip.I filled out numerous forms, made countless phone calls, and encountered various bureaucratic obstacles, receiving only conflicting information regarding the reimbursement process. Specifically: 1) I was instructed to fill out a missing baggage form and list my items online. However, upon attempting to do so, I found the website non-functional. Subsequent calls to Air France revealed that the website was indeed down, raising questions as to why I was given these instructions in the first place. 2) An Air France agent subsequently started the claim process for me, requiring proof of purchase through receipts, which I provided. I later received an email stating the receipts were unclear and was instructed to email customer service. Despite sending clear copies of the receipts on two separate occasions, I have not received any response. 3)To date, 7/24/24, I have not been reimbursed for the $600 spent on necessary items during my trip. This prolonged delay and inadequate assistance by AF have caused me significant inconvenience and financial hardship.

  Customer response

  08/19/2024

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

  Business response

  09/10/2024

  Dear *******************************,
  Please find below our response to the American BBB:   
  
  
  Our reference: ********* 
  Your reference: ******** 
  
  Dear BBB, 
  
  Thank you for your last communication of 25 July 2024 concerning passenger ******************************* regarding the delay of her luggage during her journey with us from ************* to ********** on 22 April 2024.
  
  I have received the documents which complete your complaint.
  
  Unfortunately, we cannot proceed with payment as we do not have her bank details.  
  
  We therefore invite the passenger to send us the following bank details: 
  
  Name of beneficiary :
  Postal address of beneficiary : 
  Bank name :
  Bank account number : 
  Bank code (9 digits) : 
  
  We will proceed with payment as soon as we receive the requested information.
  
  Best regards,
  
  ****************************;

  AF **************** Assistant.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I flew with Air France on June 8th. They didn't deliver my baggage until June 11th. When they deliver the baggage all wheels were broken. I filed the complaint to Air France and I have been corresponding with them for over a month. They keep refusing to pay for the baggage. For example, they said I filed the claim 6 months before the baggage arrived, that my 4 year old had to sign a letter explaining that I could represent her, that I had to submit all the passengers passports and birth certificate of my daughter, etc. It has been endless excuses to not pay.

  Business response

  07/25/2024

  Dear BBB,
  
  I acknowledge receipt of the case filed against our company with the BBB, referenced under ********.
  As I understand the matter, the complainant arrived in ****** on June 8, 2024, after traveling from ******* via *****, to discover that his luggage had not been loaded onto his flight. The luggage was delayed for three days and was returned to the complainant on June 11, 2024. The complainant has reported that the baggage was damaged and is seeking reimbursement for the damages incurred.
  It is important to note that the complainant reported this damage on June 19, 2024. According to the Montreal Convention and our General Conditions of Carriage, passengers are required to report any damage to their baggage within 7 days to be eligible for reimbursement. As the claim was not made within this time frame, we are unable to process the reimbursement request.
  Additionally, the complainant mentioned in previous communication with our company that if a bag is delayed, there is a 21-day window to file a claim. To clarify, this 21-day period applies specifically to claims for reimbursement of essential items due to delayed luggage. For claims related to damaged baggage, the reporting period is 7 days, as per industry practice and our guidelines.
  Thank you for your attention to this matter.
  
  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. ↩