Complaints

This profile includes complaints for Air France's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Air France

  125 West 55th Street, FL2 New York, NY 10019-5384

• 

  Air France

  21 Logan Airport East Boston, MA 02128

• 

  Airfrance

  PO Box 20980 Atlanta, GA 30320-0980

• 

  Air France

  DFW airport Coppell, TX 75019

• 

  Air France

  725 S Figueroa St Los Angeles, CA 90017-5524

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to get a refund, for a refundable ticket, since February and am being told it could be another 30 - 60 business days, meaning nearly six months from the date the process started. This must be illegal and is completely unprofessional.

  Business Response

  Date: 05/30/2025

  
  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

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to change my ticket because i didn't receive my **** in time. I changed it to the 15th and it was $200 more but the customer service man said that a later date was cheaper. I said can I call you back and make a change and see how my daughter feels. He said I could. Well, when I called back later because I was still waiting for ****. They told me I was a no show for the 13th. He never changed my ticket to the 15th. The next customer service woman said that they would have to listen to the recording and would get back to me in 2 days. It is way past 2 days now May 21 and I have heard nothing.

  Business Response

  Date: 05/22/2025

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

  
  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

  Date:05/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We flew AirFrance when we went to ***** We flew out of ******* to ***** and ***** to ****** Our luggage didnt arrive with us The gentleman that we filled out the property report with was very rude. We went to sorrento four days later we were finally getting our luggage BUT Airfrance refused to bring it to us! That meant we had to find a driver to take us to and from the airport. we had to miss a paid for tour because we had to retrieve our luggage. We were with a group of 20 people. When we got back to the hotel several of us in our group were missing items from their suitcase We filled out complaint forms for the four days without luggage We used a laundromat because we only had one set of extra clothing before we were able to pick up our luggage. I had my skin care items all my pajamas and a few pants missing. AirFrance constantly was having me send them receipt's over and over which I did. After a month they tell me they are sorry there is nothing else they can do. Seriously. Why am I out money due to the airline loosing my luggage the fare I paid to pick it up and the tour I had to miss to retrieve it. We headed to **** the next morning trying not to think about the extra money we had to spend and the items that were taken. We werent going to let this rob us of our vacation Not only did AF lost our luggage refuse to bring it to us and refuse to reimbursed me for anything they separated family members on the flight back to the *** We had to wait SIX hours for my sister and her husband because AF split us up and we rode the four hours it takes us to the airport and were on one vehicle. What a disaster. I will never fly with them again I cant believe the money Im out when none of this was my fault Nothing makes me angrier than a thief I hope whoever stole my clothing and skin care enjoys my hard earned money because I never got to use them They didnt take my on clouds or my Hookas which were new I guess my foot wasnt the size they needed

  Business Response

  Date: 05/13/2025

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

   

  
  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 Answer

  Date: 05/21/2025

  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 hope Im doing this correctly. If this isnt where I reply I kindly ask for directions on where and how to do it. Im not tech savvy Ive sent email upon email and receipts over and over to **** ***** Air France ************* Assistant He has done nothing but tell me they arent going to do anything Im willing to resend any documents AF needs again The receipts are my amazon invoices Ogee invoice and boutique shop invoice I shop online so I have the online receipts Ive asked him numerous times with no reply how this is my fault and what the airlines procedures are for stolen luggage contents missing, luggage for 4 days missing, a paid tour and the driver I paid to take me to pick up my luggage and take me back to the hotel I have sent letters from our group leader the travel agent that booked our trip AF refused to bring us our luggage 

   

   

   

   

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

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

  Business Response

  Date: 07/03/2025

  Dear BBB,
  
  In response to claim #********, I understand that ******* ***** baggage was delayed and that items were missing when she travelled from ******* (ATL) to ****** (NAP) via ***** (CDG) on March *****, 2025.
  Please accept my sincere apologies on behalf of Air France.
  Under the Montreal Convention and the General Conditions of Carriage our passengers are entitled to the reimbursement of their proven and direct expenses.
  While I am pleased to confirm that a payment of the requested USD ****** was processed to the passengers bank account on April *******, under our claim reference *********, under the international legal liability regime set by the Montreal Convention, also mentioned in our General Conditions of Carriage, passengers must submit a reimbursement request for missing baggage contents to the airline within 7 days of the reception of their baggage.
  Our records and the documents submitted by the passenger show that she submitted her first last claim on April 1, 2025.
  Therefore, the passenger is unfortunately not entitled to compensation.
  
  Best regards,
  
  *** *******
  Air France Customer Care 

• Initial Complaint

  Date:05/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Air France Customer Service,I am writing to formally raise a complaint regarding a deeply frustrating and disappointing experience related to a booking I made for my parents, who are traveling from ****** to ******* and back.I selected economy class with seat selection included at the time of booking. Initially, ***** allowed me to choose seats for the first leg of the journey. However, when I attempted to select seats for the second leg, I encountered repeated errors asking me to "check back later." To make matters worse, the seats that were originally selected for the ****** to ******* segment were automatically changed without notice.For the return leg from ******* to ******, I was not allowed to select seats at all without being asked to pay an additional feedespite having already paid for seat selection. When I contacted Delta, I was told that Air France controls the seat map and must assist.When I called Air France customer service, not only was I told I would have to pay again for seat selection, but the representative abruptly ended the call without properly addressing my concerns. This behavior is highly unprofessional and unacceptable.This entire experiencefrom the technical issues to the lack of accountability and poor customer servicehas caused a great deal of stress and disappointment. I am requesting immediate assistance in the following:A resolution to the seat selection issue for both flights without additional charges Clarification on your seat selection policies for codeshare flights A formal response regarding the handling of my customer service call Please respond promptly to ensure my parents travel is not further disrupted.

  Business Response

  Date: 05/12/2025

  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 Answer

  Date: 05/15/2025

  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]

   

  Asking me to accept but there is no resolution they are still reviewing and will come back to me so I wait till i get a response.  

   

   

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

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

  Business Response

  Date: 06/12/2025

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

  
  I am sorry that during your recent flights AF217 on May 30, 2025, from ****** (BOM) to ***** (CDG) and AF034 from ***** (CDG) to ******* (ATL) we could not accommodate your preferred seat requests.
  We do everything we can to honour your advanced seat choice, however, we must also reconcile a great variety of different seating needs and therefore, we can never provide a guarantee of a specific seat.
  Furthermore, previously unplanned aircraft or configuration changes can impact our efforts in this respect.
  I've taken the opportunity to look at your inbound flights on August 05, 2025, and I can confirm that your seats have already been selected. Please be advised that seat selection cannot be guaranteed, as the airline reserves the right to adjust seat assignments for operational reasons.
  I have also reviewed your concerns about the treatment you received from our Sales and Services team. I apologize for the inconvenience and unprofessional service you experienced; we are addressing the issue to ensure better service in the future.
  I understand your disappointment and I truly hope that, when travelling with us again, everything will be to your entire satisfaction.
  
  
  
  Best regards,
  *** ********
  Air France Customer Care Assistant

  
  

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 26th I booked a flight from ********** to France totaling to $2,706. The flight reference is ******* AirFrance cancelled my flight without notice. I got to the airport and was informed that my flight was cancelled due to fraud suspicion. I informed customer service at the airport that the tickets were paid for using an apple pay cash card, the attendant told me that this is a common issue. Other people who used ***** pay cash cards in the past have also had their purchase flagged as fraud. He told me that my refund would be processed within 10 business days, that was over 2 months ago. I have submitted over 5 complaints to AirFrance and they keep saying the same thing ''YOUR REFUND WAS PROCESSED" which is not true. I had my assistant speak to the bank and they said that the refund was not credited to our account. I also told ********************** that the card used to purchase the ticket was deactivated shortly after, so it was impossible for them to process a refund to a card that was no longer active. This company is not even trying to investigate the fact that maybe the payment was returned to their account due to the fact that it say processed in their system. I lost a $20,000 contract because of this flight interruption that had nothing to do with me. I also lost thousands of dollars in reservations because I missed my flight. May i also add that my girlfriend is pregnant, we had to sit in the airport for hours. If this Airline can't refund my money I will be filing a Lawsuit for the contract i lost, reservations and also pain and suffering my girlfriend went through because of this. I will also be paying to get this story aired on national news in *** and ******. This company is trying to steal my money.

  Business Response

  Date: 05/09/2025

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

  
  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 Answer

  Date: 05/13/2025

  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 declined to accept the response because it said if I did the case would be closed by BBB. Once I speak to the airline over the phone they are going to tell me the same exact story they have been telling me for the past 3 months, your money was refunded. 
  

  I will wait for a phone call from Airfrance and see what they say. 

   

   

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

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

  Business Response

  Date: 07/02/2025

  Dear BBB,
  
  I am writing in response to the claim filed by ****** ***** *******, case ID# ********, on behalf of himself and ******** ******* ********** ********
  
  We must inform you that we are unable to address this claim through the New York Better Business Bureau (BBB). The primary reason for this decision is based on jurisdictional limitations. Specifically, the claim pertains to an itinerary that neither begins, ends, nor transits through the United States of America. As a result, it falls outside the purview of the New York BBB's regulatory authority.
  
  We therefore encourage the passengers to pursue the matter through the appropriate channels that govern the locations relevant to the itinerary, where their concerns can be more effectively addressed.
  
  Best regards,
  
  *** *******
  Air France Customer Care

  Customer Answer

  Date: 07/02/2025

  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 feel like this is just a way to avoid accountability. It doesn’t matter if I’m in the USA or outside, you guys never refunded me over $2,700 and that is just wrong. If AirFrance won’t refund my money I would like BBB to post this complaint on their public page to make everyone aware of this situation. People work hard for their money. 
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  ****** ***** *******

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/19/2025, at ***************************************,I felt unwell during my layover, which took me to the restroom.I stayed there for a while before finding myself face to face with a woman who came and help as I was lying on the floor. Once I regained my senses,I went to check-in, and the woman on duty informed me that she had called me several times over the intercom and that my luggage had already been unloaded from the plane.A few minutes later,her colleague came to confirm this. She added that the plane was still there (1:10 p.m.) but could not board me since my luggages were no longer there. Then asked me to go to the counter (#**,I believe), from there they sent me elsewhere,I walked painfully through several counters where finally, because of my condition, an agent advised me to see a doctor to assess my condition just to make sure I could continue the trip. It was finally around 3pm,that I entered another counter where I was required to pay a supplement to continue this trip.I obviously protested, but the agent told me that I absolutely had to pay in order to continue my trip back home andIhadno choice.Arriving at my destination, to my great and unpleasant surprise, my luggage, which was supposed to travel on the same flight as me and which was the MAIN REASON that your agents initially gave me for refusing me access to the plane, had arrived the day before and had been searched, in my absence. In the process, I lost important and valuable items,including:-My two pairs of shoes ($800)*My gold jewelry set ($650)*My silver jewelry set ($500)*All of this in another small bag in my suitcase *My smoked fish...and many others...(around $300)ADDITIONAL PLANE TICKET *****-******: $816.43 (adding fee $24.49).TOTAL = $840.92 **Other: meals at the airport, transportation $200 Sincerely,

  Business Response

  Date: 05/06/2025

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

   

   

  
  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

  Date:05/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am lodging a formal complaint regarding ***************** Station Manager for Air France/KLM, for his unacceptable conduct on April 3rd in *******. As a SkyTeam traveler with over ********* miles flown, I have never encountered such blatant disrespect and unprofessionalism.Upon entering the Pride Lounge, I was told boarding announcements would be made. I responded promptly to the final call and arrived at the gate within 12 minutes. Instead of processing my boarding, *** ******* immediately took a hostile, condescending tone. When I calmly pointed out I had responded to the announcement, his hostility escalated. He arbitrarily denied me boarding, even though the aircraft door was open and there was still time.I asked for his supervisor, but *** ******* refused and falsely claimed no one was available. His behavior was a clear abuse of power. My luggage was offloaded, which in fact delayed the flights departureproving there was no genuine operational urgency and that his actions were punitive.His conduct disrupted my travel and severely damaged my trust in Air France/KLM. I am also a tour operator based in the ************* with operations in *****, sending significant numbers of passengers on ************* flights each year. This incident reflects terribly on your staff and raises serious concerns about professionalism and reliability, risking longstanding business ties.I have incurred losses exceeding $100,000 due to missed contracts and meetings. I demand a detailed response outlining the investigation and disciplinary actions taken. I expect contact from a senior representative with full authority to resolve this matter.If I do not receive a satisfactory resolution, I will escalate this matter publicly and through all appropriate channels. *** ******* should be removed from any customer-facing role immediately to protect your companys reputation.I look forward to your urgent attention and prompt resolution.

  Business Response

  Date: 05/05/2025

  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

  Date:05/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 2, 2025, Air France lost our luggage. We were given a claim declaration receipt by a customer service agent at *** and told we could submit a request for reimbursement of reasonable expenses incurred due to the luggage loss. We did this when we got home and they are refusing to process the claim.The original flight was a Delta booking fulfilled by AirFrance from ******* to ******* Du Gaulle. Flight confirmation *******. Flight # Delta ***** Passenger names **** ******* and ******* *********. (AirFrance *******) Gate check / Baggage claim receipt #**********. Declaration receipt #********** from an Air France customer service claims employee at ***********. Our claims experience is as follows:April 20 Submitted request for reimbursement for clothing along with all information requested via the AirFrance on-line portal including flight details, the baggage claim numbers, the lost baggage declaration receipt # and a copy of the clothing purchase receipt.April 22 AirFrance said they could not process the claim because they could not locate our booking. We replied with info.April 25 AirFrance said they still could not confirm our booking. We replied with a copy of our Delta flight purchase receipt.April 26 AirFrance said they successfully located our booking, but now could not process our claim because the email address of our correspondence did not match the email on our booking. April 27 We responded to AirFrance with a list and explanation of all applicable emails. April 28 AirFrance said we did not respond and reminded us of what they needed.April 29 We responded with a duplicate of our April 27 email.April 30 AirFrance again said we did not respond. We sent a 3rd reply.May 2 AirFrance is now requiring a copy of our passport to process the claim.May 3 We told AirFrance they had everything necessary to process the claim and asked for a Manager to call us.May 4 AirFrance closed our claim

  Business Response

  Date: 05/05/2025

  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 Answer

  Date: 05/10/2025

  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.  ************* contacted us directly and did, FINALLY, process our claim and refund our purchase due to the lost luggage.  It is unfortunate that it had to come to this.  I encourage Air France to be more customer centered and honor their committments to future customers so they avoid any dissatisfaction such as we experienced.
  
  Sincerely,
  
  ******* *********
  
  
  
   
  
  

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 1, 2025, I traveled from ****** to ****** (via *****, CDG) on Air France (AF 1115/DL 8452 and AF 334/DL 8604). When checking in at **************, the conveyor belt was not working, and I was instructed to leave my bag in a pile of luggage. I explicitly asked the staff overseeing the bags whether this would ensure timely delivery, as my warm clothes were packed inside, and I was assured it would.Upon arrival in ******, my bag was missing. I was told it would arrive the next day, Sunday, March 2, but I received no updates and no bag. Meanwhile, Boston was experiencing freezing temperatures, and I had no warm clothing. I had to prepare for a Monday, March 3 trip to ********, but due to the continued lack of updates, I was forced to buy a coat and sweater on short notice. I first tried ******* and ********* Rack (discount stores), but given the seasonal change, neither had winter items. I was running out of time and options, so resorted to a mall where I paid a premium for appropriate clothing ($1587.82 to be exact).I submitted a claim to Air France, including all receipts. My bag eventually arrived on the evening of March 3rd, while I was in ********, and when I returned home a few days later, I found the bag arrived damagedwith a broken wheel and a shredded bottom. I took photos of the damage and the flight tag but didn't know how to update my claim in that moment.Weeks later, Air France requested proof of transaction, which I promptly provided. I also used this opportunity to provide photos of the damaged bag. Despite submitting all documentationincluding receipt, transaction details, and evidence of the luggage damageI was informed that my claim was rejected due to inconsistencies, with no explanation offered. My follow-up requests for clarification were ignored, and my case was effectively closed without resolution or accountability.

  Business Response

  Date: 05/01/2025

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

   

  
  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 Answer

  Date: 05/02/2025

  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 answer is just a delay in the response. They said the ************* team will reach out to me - the ************* Team was completely dismissive of my case before, so until they propose an actual solution, I can not accept this as resolved.  

   

   

   

   

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

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

  Business Response

  Date: 06/27/2025

  Dear BBB,
  
  I am writing in response to the claim filed by ******* ********** case ID# ********, on behalf of himself.
  
  We have thoroughly reviewed this, but regret that there is very little which can be added to what has already been stated to the passenger before, therefore, we are unable to offer any further compensatory or goodwill gesture in respect of this matter.
  
  Please be assured that each communication received by Customer Care is analysed in great detail and this information is input into our customer feedback and response system so that it might be used to highlight areas of concern and influence future service enhancements.
  
  I am sorry to disappoint the passenger once more, as I understand that this is not the answer you wished for.  However, I do hope we can move forward from this point and that we might have an early opportunity to restore his confidence in our service when his plans next call for travel by air.
  
  Best regards,
  
  *** *******
  Air France Customer Care

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ********** My name is ****** **** and my husband and I were on a nine day holiday to ***** and ****** for the first time. We were on Air France flight 33 from ******* to ***** on March 27. Our flight was booked through Delta and the booking reference number from Delta is ****** and the booking reference from Air France is ******. Clearly there was significant confusion among the flight crew as to where my wheelchair was stowed on the airplane. We had been told by two flight attendants that my wheelchair was stored in the main cabin in a closet. But upon arriving at *** ,the cabin manager assured me that the wheelchair was under the cargo hold. I questioned this as I was wheeled away from the airplane but my concerns were dismissed by the cabin manager. In hindsight it seems I was correct because the wheelchair did not arrive at the baggage claim with the rest of our luggage nor at the special cargo areas as we were assured it would. I have contacted the Air France baggage claim office at *** multiple times and filed claims online according to company guidelines and to this day I havent received any appropriate response that leads me to believe that this matter will be settled. I previously contacted the baggage claim office Thursday the 24th and was informed that the matter was referred to the back office. When I tracked the claim online this morning on the 26th, I learned the claim was closed due to it being the same as an existing claim which is still being processed which is not the case because no claim is being processed. The claim numbers in question are ********* and *********. The file claim number is *********** My contact number is ************* and my email is ******************** Please assist me with arriving at a resolution for this matter. Your assistance and support is greatly appreciated.Sincerely,****** ****

  Business Response

  Date: 04/28/2025

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