ComplaintsforAir France
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Claim ********* has been unanswered for more than 6 weeks now. Please process the claim and issue the requested compensation.Business response
02/03/2022
Dear BBB
We are sorry to learn about the delay in handling *** ******** case and we apologize as well for the delay in answering his BBB claim.
Having checked our records we noticed that the claim ********* has been closed on January 28th 2022, and the compensation due has been authorized.
The amount, to which he is entitled to, will appear in his ************* account in the next 10 Business days.
Yours sincerely,
Air France *************Initial Complaint
12/20/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a flight from ***************** for my Father going from ********* to Lom on November 1st 2021 (11/01/2021) for the amount of $863.66 for which he was denied boarding on the day of the flight.The flight was set to depart on November 18, 2021 at 5:05PM EST. My Father called me 1hr prior, to collect him from the airport, due to being denied boarding. He was instructed on the day of the flight of additional requirements for entry into Lom which had NOT been previously disclosed by any means by AIR France.Due to this incident, my father was forced to miss his flight and I had to purchase a separate flight in order for him to be able to depart on the same day.Errors and technical inadequacies on their website prevented me from submitting a request for refund online and high call volumes to their call center made it impossible to reach them by voice, and with wait times of over 45 minutes my calls where automatically disconnected from their system. This occurred during the weeks following Nov 18 2021.Since the initial purchase was made by PayPal, I was able to send AIR France messages over email through PayPal on Dec 6, 2021, to which I received no response. (please see attachments)Although I was eventually able to reach a representative over the phone and place a refund request, I have only received a partial refund of $35.90 and NOT the full amount.The AIR France website claims that tickets are refundable if booked before February 01 2022, which are requirements which initial ticket purchase met, however, when I inquired with Air France as to why I was only given a partial refund, I was told this was due to the flight having departed before the refund request was made.A statement which is NOT made anywhere on their website. AIR France has been consistently unresponsive, unreliable and ambiguous throughout my interactions with them. I have attached all relevant references for your review, please help.Booking reference: ******Customer response
01/01/2022
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
12/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I emailed *************************************** on the same day that I bought my ticket (Oct 9, 2021) requesting a same day cancellation and full refund of the ticket price plus exit row fee. It is now more than 2 months later and I have still not received a response or a refund. I emailed again on Nov 28 but no response. I have not been able to get a hold of anyone on the phone.I find it very frustrating that I can buy a ticket within seconds and you take the money with no delay but when it comes to getting a refund, I am completely left in the dark. I followed the company's process as stated on their website - SPECIAL CASE: TICKET REFUND WITHIN 24 HOURS OF PURCHASE. I do not understand what I need to do to get my money back at this point.Business response
02/03/2022
Dear BBB
We are sorry to learn about the inconveniences Mr. ********* experienced while trying to refund his ticket and we apologize as well for the delay in answering his BBB claim.
Our refunds department confirms that the refund due was processed on January 31st 2022, to the original form of payment (Paypal account).
Yours sincerely
Air France *************Initial Complaint
12/16/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My mother and brother were to travel on Air France on Flight AF0090 from ***** to ************************ on 8/24/21 (********************* and ****************************) . My brother and mother were unable to take the flight because my mother passed away. Numerous attempts to get a full refund have failed. The Air France online form was filled out and the death certificate uploaded per the instructions given. 'We do not show anything in our records' are the only answers received from their incompetent staff. This is adding to my emotional trauma and I want it resolved now.Business response
01/06/2022
Dear BBB,
First of all, we would like to express our sincere condolences to *** *********** and her brother for the loss of her mother.
In order for us to reach out to the refunds department and enquire about her mothers ticket refund we would need more information.
Please kindly send us via our case ********* the reservation number and ticket number.
Once we receive, the information requested we will be able to escalate it to the Refunds team.
Yours sincerely
Air France *************Initial Complaint
12/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Air France did no handle my luggage correctly. I arrived to destination and my luggage stayed behind.I had to buy some clothing to be able to attend work.I submitted a request for purchase reimbursement but my claim was never processed.Claim Number # C-*******Business response
01/06/2022
Dear BBB,
We are sorry for ************** bag delay incident.Having checked our records we can see that the passengers original file ** ******* was handled to completion on December 22nd 2021.
A payment was authorized that same day, as per the receipts he submitted.*** **** should allow up to 15 business days for the amount to be credited into his bank account (Chase)
Yours sincerely
Air France Customer CareInitial Complaint
12/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hi, I'm very very disappointed with *****/Air France. On November 30th, my family and I took 2 flights (IST - CDG, CDG - ***) to come to **. One of my brand new luggages came one week late and it arrived with a big dent on it and the wheel is broken. I was supposed to be contacted before the delivery of the baggage. But one week later, I found it at my door. I had to call Air France's 800 number multiple times to find out where my baggage was. I was put on hold for at least half an hour each time. Nobody was able to track my bag and tell me when it will come. I was told to fill out a baggage claim form describing my luggage. Some had no idea what they were doing. Finally, one agent provided me with a ***** tracking number. She said I would be contacted regarding delivery and that I have to sign. I also paid extra luggage fee because we had an extra luggage. I'm very disappointed that it came late without any notice and it is damaged!!! I'm not happy with any of their services. I have been trying to contact someone through Air France's 800 number for the last 2 weeks. I'm being put on hold for half an hour and then it disconnects saying they have high volume of calls. I have sent online inquiry about these issues but nobody bothered to respond. We initially bought these tickets through ***** Airlines and purchased ****************** I tried to reach out to ***** also, but they are telling me to contact Air France. Nobody is helping us. I believe the airline should at least pay for my damaged luggage. I can provide you with all the documents and pictures.Business response
01/14/2022
Dear BBB,
We offer our sincere apologies to **************** for the delay and damage to her baggage (01 piece).
In order to proceed with her case, we kindly as her to submit the original receipt of the damaged baggage (01 piece) for our consideration and her bank details:
-Banks name
-Account number
-Bank's routing number
Upon receipt of the document and information requested, we will proceed with her case (under our file:*********)
Yours sincerely,
Air France Customer CareInitial Complaint
12/10/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Ticket number: 0************* Booking reference: ****** Flight date : Sep 29 2021 According to the terms of this fare, it is fully refundable even after the flight departs. I did not board this flight and I have not received a full refund. I initially received a refund of EUR *****. My full refund amount should be EUR ******. I have called several times to get this refund issued, but I have waited on hold for hours and hung up on just to have to wait hours on hold again. I submitted a dispute through my credit card, but it was decided in favor of Air France when it should not have. The terms state: "Refund after the trip: After the departure of your first outbound flight, you can apply for a refund at no extra costs if you cancel your flight" and "If you are not present in time for boarding, the ticket is refundable and you are eligible for a free rebooking. Booking fees are not refundable. Other surcharges are not refundable if the ticket condition does not allow refund..."Business response
01/14/2022
Dear BBB,
We sincerely apologize for the delay in responding to ****************** claim.
We have checked with our refunds department and can confirm that a second refund was approved on December 30th 2021 (reference number: ************).
His ticket has been completely refunded.
Yours sincerely,
Air France *************Initial Complaint
12/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I* S BEEN OVER 1 MON*H I HAVE BEEN CLAIMING MILES FOR 2 FLIGH*S; *ICKE* AND BOARDING PASSES HAVE BEEN SEN*! NO*HING! WHN I CALL, PEOPLE DON * EVEN SPEAK ENGLISH! RIDICULOUS!I WAN* MY XP AND MILES !!!!!!!!!!!!!!!!!!!!!!!!!Business response
12/22/2021
Dear BBB,
We have contacted our ****************** (Flying Blue) on behalf of *** ********* ******
They informed us that they credited the missing miles for her two domestic trips within ****** **** airlines) on December 3rd 2021.
Yours sincerely,
Air France Customer CareInitial Complaint
11/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
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 lifeInitial Complaint
11/29/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
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
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
656 total complaints in the last 3 years.
203 complaints closed in the last 12 months.