Business Profile

Airlines

Air France

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Complaints

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

Customer Complaints Summary

654 total complaints in the last 3 years.
165 complaints closed in the last 12 months.

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Submit a Complaint

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:04/19/2025
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.
I booked Air France Flight AF0021 (LAX to CDG) for April 19, 2025. I paid an additional $86 per seat to reserve specific seats for myself and my family. Upon check-in, Air France reassigned us to completely different seats without notice, separating my family and placing us in less comfortable locations.This is a failure to deliver a paid service. I am requesting a full refund of the seat selection fees and additional compensation for the disruption and discomfort caused. Documentation can be provided upon *************** *********
Business Response
Date: 04/21/2025
** **********
**** * ********* ********
******** **** ****** *****
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: 05/14/2025
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:

Good afternoon.
The business did not reply within the time frame and still awaiting.
Nothing was done or any movement to fulfill the loss of seats.

Sent from my iPhone

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

Sincerely,

**** ******

Business Response
Date: 06/26/2025
Dear BBB,

I am writing in response to the claim filed by **** ******* case ID# ********, on behalf of himself and ******** *******

I am sorry that we could not honor their advance seat request when they travelled from Los Angeles (LAX) to Paris (CDG) on April 19, 2025, on flight AF021.

We do everything we can to accommodate seat preferences. However, we must reconcile a great variety of different seating needs and therefore can never provide an absolute guarantee of a specific seat.

Furthermore, previously unplanned aircraft or configuration changes can impact our efforts in this respect.

However, I can verify that I have initiated a refund request for these seat options, amounting to USD 88.00, to be returned to the original payment method. The reference number for this transaction is ***************** Please allow up to 28 business days for processing.

Best regards,

*** *******
Air France Customer Care Assistant
Initial Complaint
Date:04/16/2025
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.
My bag went missing on a flight from CDG to BCN on 4/5/25. I still have not received my bag. I incurred expenses purchasing clothing and toiletries as a result of the missing bag. I have submitted a claim on ************************** for reimbursement of these expenses. When I look online I can see that the claim was closed. I received no communication regarding the claim. I have tried to look online for further details, to talk to a representative on ******** messenger, and to call customer service. No one can tell me what has happened with this claim.
Business Response
Date: 04/21/2025
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: 04/24/2025
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 only received partial repayment for my expenses. I was told that you are unable to reimburse for the receipt of EUR 19.9 as you are unable to specify the item by the receipt shared. I replied back with this information: For the ***** expense, this was for a small backpack that was necessary to buy for my daughter to be able to carry her diabetic supplies with her while we were traveling around during the day. This was to replace a backpack that was in the missing luggage. This should be considered a necessary expense due to the delayed baggage.
I have not received a response back to the above and would like payment for this expense.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** *****

Business Response
Date: 06/26/2025
Dear BBB,

We are sorry to learn about the situation that **** ***** describes
in her claim #*********
First of all, please accept my apologies for the belated
reply. I can assure you that no discourtesy was intended towards her.
Kindly find our response to the U.S. Department of
Transportation regarding this claim below:

DOT Reference Number: ************

Dear **** *****
we have received your delayed baggage claim ********** via the U.S.
Department of transportation on May 20, 2025.
This relates to the reimbursement of first need expenses incurred upon
arrival in barcelona with flights:

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

According to our records, the refund of itemised purchases was processed
under file ********* on April 23, 2025.
Bills without a description of the item purchased cannot be
accepted and we are sorry for the disappointment this may cause.
We have sent a copy of this response to the DOT for their records.
We look forward to welcoming you on board our flights again soon and hope
that in future everything will be to your entire satisfaction.

Best regards,

*** *******
Air France Customer Care Assistant
Initial Complaint
Date:04/16/2025
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.
Dear Better Business Bureau, I am filing a formal complaint against Air France due to a misleading baggage policy that resulted in an unexpected charge of ******* KRW (approx. $100 USD). When I booked my flight via Air France, it was noted that the flight was operated by **********. While managing my booking and attempting to add baggage, I was redirected to *********** website, where it clearly stated their baggage policy was in effect. This gave the reasonable impression that the operating airlines policy appliedconsistent with typical codeshare practices. At check-in, I was told I had no baggage allowance and was forced to pay ******* KRW. I contacted Air France, who acknowledged the confusion but refused reimbursement, stating the fee aligned with the ticket conditions. The issue isnt just the feeits the misleading and unclear information. Had I known my ticket excluded checked baggage, I wouldve brought a carry-on. Instead, I relied on the information Air Frances own site provided. To make matters worse, the check-in staff were dismissive. The agent and her manager offered no assistance or empathyjust a cold you have to pay. As a loyal Air France customer and Flying Blue member, I found the entire experience frustrating, confusing, and disappointing. I request that Air France be held accountable for this lack of transparency and that compensation be considered. Clear, consistent informationespecially with partner airlinesis not a courtesy, its a customer right. Thank you for your attention to this matter. Sincerely, ***** ******
Business Response
Date: 04/21/2025
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:04/09/2025
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.
My husband (****** ******) and I flew home from CDG on AF 136. 1 of our 3 bags was left at *** and not returned to use until 4 days later. All of our essential and every day use toiletries, make up and hair tools/products were in that luggage. We needed them during the time our luggage was missing and needed to purchase replacements. I submitted all receipts and information requested by Air France. They however only reimbursed a fraction of what we are owed. And their responses and reasoning are unfounded. They will not tell me which receipts they found not valid and are also saying that they will not reimburse for my blow dryer and flat iron. Stating that they are not allowed in out checked luggage. However *** guidelines and Air France policy does state that I can have them in checked luggage as long as they do not have batteries or fuel cells, which neither did. They refuse to make me whole for the expenses incurred for their delay of our luggage. Their representatives will only communicate through email and will not escalate to a supervisor. This is a corrupt business practice aimed at refusing reimbursement to fatigue the consumer so they stop requesting to be made whole. I incurred $506.11 in expenses replacing essential items and was only reimbursed $135.95. I deserve to be made whole for my out of pocket expenses cause by Air France's baggage delay and deserve to be contacted by someone who can assist rather than make excuses (many of which are untrue) and cut-and-paste responses.
Business Response
Date: 04/10/2025
** **********
**** * ********* ********
******** **** ****** *****

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: 04/14/2025
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 have not heard back from Air France at this time. And until I hear back from them and a reasonable solution is found. I will not close out this case.

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

Sincerely,

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

Business Response
Date: 06/20/2025
Dear BBB,

In response to claim #********, I understand that ******** ******’s baggage was delayed when she and her husband ****** ****** *ravelled
with us from Paris (CDG) to Chicago (ORD) on March 1, 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.
In addition to the compensation payments previously received
of USD 135.95 and USD 132.00 on March 26, 2025, and April 9, 2025,
respectively, based on the previously
accepted invoices, the passenger is also entitled to receive a reimbursement of
the invoiced expenses that have since been accepted on our side, for her hair
iron, hair dryer and face sponge totaling USD 81.53, which I am therefore pleased
to reimburse the passengers.
We confirm that this payment is now processed, and the time
required for our payment to be credited to the passenger's account may vary
depending on her bank/provider.

Best regards,

*** *******
Air France Customer Care Assistant
Initial Complaint
Date:04/09/2025
Type:Product 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.
I bought 2 premium tickets to fly to ***** on ***** on Mar 6, 2023. When we arrived in ***** neither of our bags arrived on time. We filed a complaint case # ********** to get our bags on time. As most people that go to *****, we are there for tourism and do not stay in the same place. We were told to purchase clothes and the basics and submit the receipts. It took 8 days to finally get my bags, they arrived day 5 in ***** but I was in a cruise and had to hold them until we returned. The agent responded inquiring about a specific bill, we bought some of the clothes in street shops that do not have detailed receipts. Unfortunately, most of my charges were dismissed and only one had an explanation. I am almost a million miler in delta and it is terrible how airfrance arbitrarily ignores the refunds that are specified once a missing bag complaint is filed.
Business Response
Date: 04/09/2025
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: 04/16/2025
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]
The response is that an assistant will call, after the assistant calls and explains why the shortfall I can accept as closed
thanks
******

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

Sincerely,

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

Business Response
Date: 06/20/2025
Dear BBB,

In response to claim #********* I understand that ********* ******s baggage was delayed when he and ****** ***** travelled with us from Tampa
(TPA) to Cairo (CAI) via New York (JFK) and Paris (CDG) on March 6-7, 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.
In addition to the compensation previously received of EGP
6368.00 (USD 125.58) based on the previously accepted invoices, the passenger
is also entitled to receive a reimbursement of the invoiced expenses that have
since been accepted on our side, totaling EGP 17910.00 or USD 353.18, which I
am therefore pleased to reimburse the passengers.
Unfortunately, I am unable to reimburse the remaining
attached receipt over EGP 4680.00. Reimbursement of these expenses has been
rejected, as the document submitted does not specify the items bought, and is
proof of payment rather than an itemized receipt
We confirm that this payment is now processed, and the time
required for our payment to be credited to the passenger's account may vary
depending on her bank/provider.

Best regards,

*** *******
Air France Customer Care Assistant
Customer Answer
Date: 06/20/2025
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.

Sincerely,

********* *****
Initial Complaint
Date:04/07/2025
Type:Delivery 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 *** or Madame,Please receive my most cordial of salutations, together with the best of wishes for you, your staff, and all of your loved ones.During the pandemic, I headed to *********** and spent three months in ************* By virtue of the dual-earnings marketing agreement, a Flying Blue account was created, where you will find my ********* a few months, my points are set to expire. In order to avoid this, a purchase was made via the Flying Blue Shopping portal for items from Banana ************ of the garments was low in stock. There was a system error, and this specific item was canceled. Upon reaching out to their **************** team, they rectified the discrepancy and reordered the item. As this could only be fully addressed by their staff, it was done outside of the Flying Blue ecosystem. Consequently, o am now concerned that the points may not post and, more importantly, the expiration date for the Flying Blue miles will not be refreshed.All businesses have discrepancies and never can there be en expectation of perfection. The goal, however, should be to support the customer though the challenges presented by virtue of the two businesses being separate entities.Below, two screenshots, pertaining to the order, cancelaron, and reorder have been provided, for your reference. For this reason, this matter should be addressed by the pertinent department and I ask that you kindly forward it to them at your earliest convenience.Should you encounter any questions or concerns, please do not hesitate to contact me, as I remain at your disposal.Thank you for your assistance in this matter.Sincerely,**** ********
Business Response
Date: 04/25/2025
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: 04/25/2025
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:

Staff reached out to extend expiration by 6 motnsh but did not address the fact that the points, from the shopping portal, did not post. These would have provided two years. The company is very limtied in its efforts for resolution.

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

Sincerely,

**** ********
Initial Complaint
Date:04/07/2025
Type:Product 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.
Air France lost our carseat and two boosters. We reported it before leaving the airport. They told us they might be able to find it. They could not find it and so we bought a new car seat and booster while in *****, and then one more booster when we got home. They are refusing to reimburse us for the cost. It is only about $136 for the cost of all three. They are not giving us adequate communication to resolve this issue and are asking us for information like documents to prove I am the legal guardian of the children. I think this is intended to make me stop trying. It took a lot of time and effort to figure out where and how to buy new car seats and boosters in a foreign country. This amount of paperwork to get reimbursed for something so simple is frustrating and feels dishonest.I'm directly quoting their last email here. This was sent after sending other required information and receipts. They denied my claim. When I asked that they reconsider, they sent me this email: "I understand that your baggage was lost when you travelled with us from ***** (CDG) to ********* (BCN) on March 5, 2025. [...] Please provide a scan of the following documents to help us process your claim. Receipt of the lost car seat Moreover, please confirm whether you have received your car seat. If you have received it, kindly provide me with the receiving date. Furthermore, In order to process the compensation, we require the letter of authority duly signed by ***** ****** where it is mentioned that she doesnt have any issue to get the all legal or financial matters concerning this claim (booking reference and flight details must be mentioned on letter) and a copy of her identity card (Passport). We kindly request that you provide us with a Letter of Authorization along with the declaration date. Additionally, I require a certificate that mentions that you are the legal guardian of **** ******, *** ****** and *** ******. "
Business Response
Date: 04/08/2025
** **********
**** * *********
******** **** ****** *****
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: 04/17/2025
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. They removed a few of the requirements that they had which felt unnecessary to resolve the claim - proof that I have custody of my children and a receipt of the original car seat that was lost - both completely irrelevant to the reimbursement for lost luggage. These requests seemed aimed at making the process too onerous to continue. I am still not satisfied with the overall experience. They asked for one bit of information at a time versus telling me all the information that would be needed upfront. They also tried to claim that a child's car seat is an unnecessary item. I feel it was their intent to make me give up trying to get reimbursed. In the end, they did pay the reimbursement for the lost luggage items, but their business practices were not great in the process - they likely spent more money trying to not pay me than if they would have just processed the claim with the receipts originally presented.

Sincerely,

***** ******
Initial Complaint
Date:03/28/2025
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.
Flying Blue Number: ********** On Monday, March 24, 2025, I used the Air France app to search for two one-way reward tickets from *** to SFO for Sunday, January 18, 2026. The search results displayed one available flight for ******* miles. To secure the booking, I immediately transferred points from my ***** account to **********************, as shown in the attached photos. However, after the points were successfully transferred, I encountered an error when selecting the flight and was unable to proceed. The error message stated: Unable to continue the Checkout flow: The Order was already finished. I attempted the process again, but the error persisted.After refreshing the page, the flight initially disappeared. Following multiple refresh attempts, it reappeared. I re-selected the flight and entered my information, but the error message appeared again: The *** has neither a response or an answer. Despite several attempts, the issue remained unresolved. After two hours of trying, the flight disappeared entirely, leaving my points locked in my Air France account.I attempted to book again. On Wednesday, March 26, 2025, another flight became available for January 19, 2026, at the same price of ******* miles. However, after selecting the flight and entering my information, I encountered the same error messages. Then, on Friday, March 28, 2025, three additional flights became available for January 18, 2026, each priced at ******* miles for two passengers. I attempted to book each of these flights, but the same errors occurred.This time, I recorded a video as evidence of the system malfunction. The system displayed phantom reward flights, and as a result, my points remain locked with an impending expiration date.
Business Response
Date: 03/31/2025
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: 03/31/2025
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:

Im still waiting to hear back from the company.

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

Sincerely,

**** ****

Business Response
Date: 06/19/2025
Dear BBB,

We are sorry to learn about the situation that **** **** describes in his claim #*********
First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
After reviewing the case and the information provided, we noted that the passenger was eventually able to book two tickets for himself and his co-traveler using 191,000 Flying Blue miles on April 25, 2025, for a departure on January 18, 2026. This indicates that the miles in question were successfully utilized for the intended trip.
We understand the initial difficulties that **** **** faced with the error messages and the disappearance of flights, which must have been quite stressful. We appreciate his patience and persistence in attempting to resolve this matter.
We thank **** **** for his understanding, and wish both passengers a pleasant upcoming journey.

Best regards,

*** *******
*** ****** ******** **** *********
Initial Complaint
Date:03/24/2025
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.
Air France complaint file ********** They lost my luggage for 4 days I was in ***** with no clothes i had to purchase clothing sneakers a jacket undergarments all for 4 days and they have not reimbursed me I have gotten the run around and even with receipts provided they only reimbursed 104$ for my expenses these are receipts from another country it is out of my control if the items are not labeled on the receipts .. I cannot get anyone on the phone and all they do is give you the run around via email
Business Response
Date: 03/25/2025
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: 04/13/2025
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:

No one has reached out I have followed up multiple times and I keep getting the same response from Air France that the customer service team is going to handle it . I go online and the case shows closed and no one has contacted me

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

Sincerely,

***** ******

Business Response
Date: 06/13/2025
Dear ***** ******,

Please find below our response to the BBB:

Dear BBB,

In response to claim #********, I understand that ***** ******* *aggage was delayed when she travelled with us from ******** (***) to ***** (MXP) via ***** (CDG) on February *****, 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.
In addition to the compensation previously received of EUR ****** based on her estimated expenses (EUR ****** for both bag damage as well as a bag delay of two days), the passenger is also entitled to receive a reimbursement of the invoiced expenses that have been accepted on our side, totaling EUR ******.

Sneakers (Bata) - EUR ***** - 20/02/25
Tall shoes + Jacket (Bata) - EUR ****** - 20/02/25

After deducting the EUR ****** already paid regarding the delay of the passengers baggage, I am therefore pleased to reimburse the passenger with a further reimbursement of EUR ******, or USD ******.
Unfortunately, I am unable to reimburse the remaining attached receipts. A reimbursement of these expenses has been rejected, as the documents submitted either do not specify the items bought, or are proof of payment rather than itemized receipts
We confirm that this payment is now processed, and the time required for our payment to be credited to the passenger's account may vary depending on his bank/provider.

Best regards,

*** *******
Air France ************* Assistant
Initial Complaint
Date:03/19/2025
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.
I was coming home on a flight from ******************************** to ****** by way of ******. When checking in my bag with Air France, they were having all customers weight their carry on luggage. They forced me (and the others) to weight my carry-on WITH my personal item. It clearly states in their online policy that carry on luggage can weigh up to 26.4 pounds. Their policy also does not have a weight limit for your personal item. My carry on bag was within that guideline but since they forced me to add on my personal item it was over the weight limit. Not only did they force me to check in my carry on luggage, falsly, they routed it through to my final destination, ******. I had a 19 hour layover in ******. I was stuck in ****** without clothes, toiletries, MEDICATION... I had nothing except my purse. I want the check in fee reimbursed since they falsly forced me to check in my carry on bag as well as compensation for stranding me in ***** without any personal items, plus compensation for the few personal items I was able to buy before the stores closed in the airport. My plan was to explore ****** for about 4 hours that night. Instead I wound up having to deal with lost luggage and scrounge around for any personal items I could get before stores closed for the night. That day of my trip was ruined because of their greed.
Business Response
Date: 03/25/2025
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: 03/25/2025
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 response was just to let me know that someone will be contacting me. The issue has not yet been resolved. I have not yet been contacted.

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

Sincerely,

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

Business Response
Date: 06/13/2025
Dear ******** *****,

Please find below our response to the BBB:

Dear BBB,

We appreciate the opportunity to address the complaint raised by ******** ***** under claim ID #********, regarding her recent travel experience from ***** (CDG) to ****** (BOS) via ****** (DUB) on February *****, 2025.

Firstly, we would like to express our regret for any inconvenience ******** ***** experienced during her journey. We strive to provide the best possible service to all our passengers and take feedback seriously.

Regarding the points raised by the passenger:

Cabin Baggage Allowance: Our website clearly outlines the cabin baggage policy for the Economy cabin, which is dependent on the fare chosen. Passengers are permitted 0 to 1 hand baggage item plus 1 small personal item, with a combined maximum weight limit of 12 kg (26.4 lb).

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

Prior to the passenger's flight, the combined weight of her carry-on and personal item exceeded the allowance, necessitating the checking in of her baggage in accordance with this policy.

Baggage Routing: It is a common industry practice to check baggage through to the final destination on connecting flights. In the passenger's case, this meant her bag was routed to ******. Passengers are advised to remove necessary items from their hand baggage prior to checking it in, especially when long layovers are involved.

Reimbursement and Compensation: Due to the adherence to our established baggage policy and standard airline procedures, we are unable to reimburse the EUR ***** fee for the checked baggage or provide compensation for any additional expenses incurred during her layover in *******

While we regret the impact this situation had on ******** ******* travel plans, we believe our actions were consistent with our policies and common airline practices. We appreciate the feedback, which will help us continue improving our services.

Best regards,

*** *******
Air France ************* Assistant
Customer Answer
Date: 06/13/2025
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:

The wording for the weight limit is very misleading. "In the Economy cabin, 0 to 1 hand baggage depending on the fare chosen + 1 small bag (maximum total weight: 12 kg/26.4 lb.)" It makes it sound like the small bag has a maximum weight of 12kg. In addition, when taking the flight, the information about the hand baggage and the small bag was in seperate paragraphs stating no weight limit for the personal item and a weight of 12 kg for the carry on. They have clearly updated their website, probably due to a plethora of compalints of unfair practices. I have never had to weight my personal item along with my carry on.
I was also never informed that I should take out any item needed for the overnight in ******* I was pushed through the bagged process quickly without any warnings that my bag was on its way to ******, not ****** where my plane was actually landing.
Clearly Air France cares more about their profit than their customers. They have lost this customer.

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

Sincerely,

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

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