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:03/02/2025
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.
Subject: Complaint Regarding Unfair Fare Change Practices Air France (Booking Reference: ******)To Whom It May Concern,I am filing a formal complaint against Air France regarding deceptive and unfair fare change practices.On February 26, 2025, I called Air France at ************** to modify the outbound flight on my itinerary. My original booking cost $2,644.02, which included a premium for a no-change-fee policy. The new flight I requested was priced at $2,626.26 on Air Frances website at the time of my request. Based on the fare conditions, I expected either a no-cost change or a refund of the $17.76 difference.However, Air France representatives insisted that changing my existing reservation required an additional fee of nearly $500, despite the publicly available fare. They claimed that different fare rules apply to modifications versus new bookings, yet this restriction is not disclosed in the fare terms. Furthermore, when I requested to escalate the issue, I was denied access to a supervisor.This practice is both deceptive and unfair, as it misleads consumers about the true cost of modifying a ticket under a no-change-fee policy. I am requesting that Air France:1.Honor the fare change at the correct price with no additional charge beyond the documented fare difference, or 2.Provide a detailed, written explanation justifying this pricing discrepancy, including the exact policy language that permits such an increase.I have attached screenshots of the publicly available fare and the change terms at the time of my request. I appreciate your prompt attention to this matter.Sincerely,**** ** *****, ************************************************************************************* ***************** **************
Business Response
Date: 03/05/2025
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: 04/01/2025
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:

Air France only acknowledged receipt of the complaint-- no resolution.

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

Sincerely,

**** *****

Business Response
Date: 06/24/2025
Dear BBB,

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

According to our
systems, the concern raised by **** ***** has already been addressed, as a new
flight under their reservation was successfully arranged.

The passengers have
confirmed their acceptance of the new flight arrangement, and we believe the
matter has been resolved to their satisfaction.

If there are any
further questions or if additional information is required, please feel free to
reach out to us.

Thank you for your
attention and assistance in this matter.

Best regards,

*** *******
*** ****** ******** **** *********
Initial Complaint
Date:02/27/2025
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.
We had a flight from *** to BDQ on 10th Dec. Our booking reference no is: ****** When we landed in ***, we were notified that our flight from BOM to BDQ didn't exist in the system, and we had to buy our own ticket. After tons of arguments with unfriendly staff, we booked a flight from *** to *** as there were no flights available to BDQ that time. Agent told us to pay by ourselves. We had to do a taxi from *** to BOM to pay and it added so many hours in our trip. We submitted a claim for this reimbursement on 2nd Jan but Air France closed this claim saying this claim is transferred to another airline and they will reach out to us. Its almost close to 2 months and no one has reached out to us.
Business Response
Date: 03/05/2025
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: 03/15/2025
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:

[Pls let us know which date and what time they will call us and which number they will call us from and which number they will call to!
We want to make sure that we are available that time. Also we do not want to close this until we have received this call. It has already been 3 months and this issue is still not resolved and so there has to be some urgency on your part to close it.]

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

Sincerely,

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

Business Response
Date: 06/12/2025
Dear ******** ******

Please find below our response to the BBB:

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 or her
daughter.
Kindly find our response to the U.S. Department of
Transportation regarding this claim below:

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

Dear ***** ***********
Thank you for reaching out to us and sharing the details of your wife and
daughter's recent travel experience.
We have received your claim via the U.S. Department of transportation on
May 20, 2025.
The itinerary consisted of the following flights:

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

We understand how frustrating it must have been for them to arrive in
Mumbai (BOM) only to find out that their connecting flight to Vadodara (BDQ)
was not in the system of the operating carrier Indigo.
Having to arrange alternative travel to Ahmedabad at your own expense was
certainly not ideal.
As the itinerary started and ended in countries that are outside the
European Union. The European Court of Justice has ruled that the legal
compensation set by the EC Regulation 261/2004 does not apply in this case.
Kindly note that none of the flights in the itinerary correspond to Air
France, only the tickets were issued under Air France stock number.
As such, we have requested a refund of the unused flight coupon for the
disrupted sector ****** ******* *** *** **** **** Operated by Indigo, under
file reference *****************
Regarding the claim you filed in January, we apologize for the delay in
processing and please accept this message as a response to that claim.
Thank you for allowing is the opportunity to review your claim.

Best regards,

*** *******
*** ****** ******** **** *********
Initial Complaint
Date:02/24/2025
Type:Billing 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.
While booking flights for my family and father on Air Frances website, I applied for an Air France *************** credit card. After approval, I used the temporary card to book my familys flights, but *************** initially blocked the transaction for fraud. After verifying my identity, the bank approved it, and Air France showed my booking as confirmed.Booked my fathers flight from ***** to the **** with the same card, and it was confirmed.On October 18, 2024, Air France canceled my fathers flight (AF 0158) due to "operational constraints."While checking my Air France account, I discovered my familys booking was missing entirely. Air France informed me that my familys flight was never actually confirmed due to *************** not processing the payment, yet Air France never notified me.1 - Air France never informed me of the payment issue, leading to my familys trip being silently canceled.2 - When I requested Air France honor the original ticket price, they refused, despite the issue being caused by their system and Bank of America. The same flights were now almost twice as expensive. 3 - Due to the price hike, I had to cancel my fathers trip as well and postpone my familys travel plans. 4 - Air France refunded only $1,170.85 instead of $1,175.35. 5-This caused an unexpected balance on my closed credit card, leading to late fees, interest charges, and a credit score drop from 820 to 680. 6 - My damaged credit score is now affecting my ability to get loan at a fair rate.Resolution: 1. Compensation for the financial loss and distress caused by Air Frances negligence.2. A formal apology acknowledging their failure to notify me and their mishandling of the refund.Air Frances failure to communicate and properly process refunds has caused me significant financial and emotional harm. If no corrective action is taken, I will escalate this matter to regulatory agencies and consider legal options. See attachment for complete details.
Business Response
Date: 02/27/2025
** **********
**** * ********* ********
******** **** ****** *****

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:02/12/2025
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 am writing to lodge a complaint regarding my recent travel experience with Air France, which was highly disappointing and caused undue stress to my family. My booking was for flight *****, scheduled for January 12, 2024, from *********************************** (CDG) to ************** (***). I specifically purchased a direct flight ticket for my family of four, including two small children (aged 3 and 6, the direct flight was significantly more expensive than other options).On the afternoon of January 11, I received a generic system email informing me that due to an aircraft change, we were rebooked on a flight on January 13. Furthermore, this new flight included a connection in ******** (***) with a layover of less than two hours, which is insufficient to clear U.S. customs. To make matters worse, Air France provided no alternative regarding accommodation or transportation for the additional day. The email notification contained no contact details, and customer service was non-functional. We were left stranded.On January 12, we went to the airport ourselves, as our car rental agreement was set to end that day. Through our own persistence (not Air Frances initiative), we were rebooked on another flight on the same day with a connection. This resulted in further inconveniencehaving to change terminals, rush through security and barely make our connection.I attempted to file a claim with Air France directly, the response I received was generic and completely ignored the details of my ************ is deeply concerning that Air France decided to remove a family with small children from their originally scheduled flight while failing to offer a reasonable solution. Therefore, I demand a full refund of the ticket price, including all seat option charges, due to the disruption and inconvenience. Furthermore, I urge Air France to review its policies regarding rebookings, particularly for families with young children, to prevent similar situations.
Business Response
Date: 02/13/2025
** **********
**** * ********* ********
******** **** ****** *****

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: 02/13/2025
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:

This is a generic response (for now) similar to the one they sent me when i intiially made my claim. It took them a while to get back to me (I assume it will be similar here) and proposed and woefully inadequate and frankly shameful solution. I will wait to see if their response is more appropriate this time around.

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

Sincerely,

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

Business Response
Date: 06/03/2025
Dear BBB,

In response to claim #********, I am sorry that the passengers were denied boarding on flight ***** from ***** (CDG) to *******/****** (***) on January 12, 2025. Please accept my sincere apologies on behalf of Air France.
We aim to offer incentives to volunteers who agree to give up their seats and travel on another flight. When there are not enough volunteers, we will determine, as carefully as is possible, who will be re-accommodated on an alternative flight or routing.
I am glad to inform the BBB that the passengers are entitled to compensation, according to the ** Regulation no.********.
This will be given in the form of a cash payment of USD ****** per person, equivalent to EUR ******, paid out by cheque mailed to the address which has been provided.
As stated in the regulation, the operating carrier can reduce the compensation by 50% when the delay is less than four hours at the final destination and the total distance is more than 3500 km.

Best regards,

*** *******
Air France ************* Assistant
Initial Complaint
Date:02/11/2025
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.
Seeking reimbursement for a lost bag. Friday, December 27th, 2024 Air France flight AF033 from ******* to ****** bag was checked and never received. Claim was filed Dec 28, 2024 at the ************** with Air France. All info uploaded to Air France portal as requested. AirFrance now closing claim without reimbursement stating my bank account needs 7 digits not 8 digits, for them to deposit the money.
Business Response
Date: 02/12/2025
** **********
**** * ********* ********
******** **** ****** *****

Dear ****** ****** ******************* 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: 02/13/2025
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]

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

Sincerely,

****** ****** **************************************
Initial Complaint
Date:02/11/2025
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.
Earlier this month, I updated a case (********** I started online on the Air France web site to provider further explanation and evidence about incidental expenses incurred as a result of a flight cancellation last year. However, when making the update, I was not able to upload all of my evidence due to a limit set by the form on the web page, so I was only able to upload some of it. Not long after I made the update, I received a response from Air France asking for a void cheque or a direct deposit form to be able to obtain and also corroborate my bank information. I then immediately provided a void cheque. Afterwards, I received a response saying that I will recieve compensation of CAD$122.41 into my bank account but that I did not provide sufficient proof for all the expenses that I mentioned, so not all of them will be reimbursed. So I then sent five e-mail responses containing the sufficient proof as attachments. However, I received absolutely no response even almost a week after I sent those e-mail responses.
Business Response
Date: 02/12/2025
** **********
**** * *********
******** **** ****** *****

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: 02/13/2025
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 did not hear from them yet.

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

Sincerely,

**** *****

Business Response
Date: 06/04/2025
Dear BBB,

In response to claim #********, I am sorry that the passenger's flight AF374 from ***** (CDG) to ********* (YVR) on February *******, was cancelled because of a fleet shortage.

We have complied with our obligations to limit as much as possible the inconvenience caused by this circumstance, by offering a re-routing.
The journey from origin to destination in the passenger's case was from two airports located outside the **/***. The ************************* has ruled that two or more directly connecting flights booked as a single unit and subject of a single reservation, must be considered as a single flight for the purpose of determining any entitlement to compensation under EC Regulation 261/2004. Therefore, the right to compensation under EC Regulation 261/2004 does not apply to the passenger's case.

In addition to the compensation mentioned above, the passenger is also entitled to receive a reimbursement of the expenses that have been incurred whilst awaiting the rescheduled flight. Further to the passenger's previously received payment CAD ****** for transportation to and from the hotel as well as to the airport, am pleased to reimburse the passenger the following expenses:

Food and beverages for an amount of CAD ****** linked to the disruption of flight AF374 on February 21, 2024, and based on the documents supplied.

Unfortunately, I am unable to reimburse

Transportation (Careem) - AED ***** - 19/02/24
Breakfast (B&B Hotel) - EUR 8.50 - 21/02/24
Transportation (SNCF) - EUR ***** - 21/02/24
WiFi (Delta Air Lines) - USD ***** - 22/02/24
Groceries (*** ********) - CAD ***** - 22/02/24

as the documents submitted for this expense either do not specify the items bought, are not an official receipt or invoice or are unrelated to the passenger's flight disruption.

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.

Thanks for your understanding.

Best regards,

*** *******
Air France ************* Assistant
Initial Complaint
Date:02/06/2025
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 a ticket with ********France from ******, ** to *********, ***** on the December 15, 2024. I reached ********* early morning December 17, 2024. My checked in luggage was missing and returned to me after 3 days. All my dress clothes and dress shoes. Ties and formal dresses were in the checked in luggage. I had wedding ceremonies to attend and needed proper clothes and shoes. So I incurred a cost to buy the required items since KLM/Air France could not return the baggage for over 3 days. I requested reimbursement from KLM/Air France and they did not act on my request for close to a month. Only when I sent them repeated requests for status did they reply. I sent a reimbursement request for $120 and was paid only$71. I am still owed $49 for the remainder. My purchases were a dress shoes and some formal shirt with a tie for the wedding ceremonies. Repeated requests to get this addressed has fallen on deaf ears. I would like to be reimbursed for not having access to my clothes and belongings that were required at that time.
Business Response
Date: 02/12/2025
** **********
**** * ********* ********
******** **** ****** *****

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: 03/07/2025
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:

Hi, I apologize I did not see these messages. They have been going to my spam folder and did not check it until now since I was wondering what happened to my complaint. I am stating the matter has not been resolved or nobody from the airline has called to talk it over with me. Air France/KLM have a history of losing bags and not providing the right compensation.
They do not resolve any issues until I ****** them to take a look. This matter has not been resolved and to this very day, nobody from the airline has called to fix or resolve the issue. Please reopen this issue or let air france know that this matter is very much open and that they have not compensated me for items that they need to compensate me for since they lost the baggage for 3 days and I was without my belongings for those 3 days.

thanks
*******

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

Sincerely,

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

Business Response
Date: 03/14/2025
To the attention of the Better Business Bureau,

Thank you for reaching out and sharing the detailed account of ******* ******* experience with Air France under claim ID# ********. I regret to hear that the passengers baggage was missing upon arrival at ********* ********************************, where baggage file ********** was created. This occurred after he traveled on flights AF159 from ******************************* to ******************************************* and AF194 from ******************************************* to ****************************************** respectively on December *****, 2024.
This claim has since been raised with the ********************************* and resolved on March 14, 2025. Kindly see our response to the *** below:

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

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

This is in reference to your claim sent to the *********************************

I regret to hear that your baggage was missing upon arrival at ********* ********************************, where baggage file ********** was created. This occurred after you traveled on flights AF159 from ***************** International to ******************************************* and AF194 from ******************************************* to ****************************************** respectively on December *****, 2024.
We consider the efficient handling of customers baggage to be of prime importance. However, as with any system involving human and mechanical interaction, there are some occasions when irregularities occur. You have our commitment that we are not complacent on this matter, and we are doing all we can to improve our baggage handling services in the future.
In case of baggage delay, loss (including baggage delayed for 21 days or longer) or damage the air carrier is liable for damage unless it took all reasonable measures to avoid the damage, or it was impossible to take such measures. The liability for baggage delay is limited to 1288 SDR (Special Drawing Rights).
We are pleased to confirm that a reimbursement of INR ******* (USD *****) has been processed for part of your invoiced expenses on January 29, 2025. In addition, I acknowledge the outstanding amount for incurred expenses of INR ******* because of your delayed baggage that is yet to be refunded to you. I have therefore processed a payment of the equivalent in USD, to be paid into the bank account that you have provided us with previously. I further confirm that payment is now processed, and the time required for our payment to be credited to your account may vary depending on your bank/provider.
Thank you for your understanding and patience.

Best regards,

*** *******
Air France ************* Assistant
Initial Complaint
Date:01/30/2025
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 am requesting reimbursement for expenses incurred due to the cancellation of my flight from ***** to *********** (Flight AF122 on January 22, 2025) and onward to ***********. Under ** Regulation 261/2004 and Air Frances cancellation policies, I am entitled to a refund for the unused portion of my ticket (LAX to SAT) and reimbursement for my replacement flight on ***************. At 3:00 AM, I was notified that my flight was canceled. Air France rebooked me via ******* and *********** but could not guarantee timely arrival in *********** (potentially 2472 hours). This was unacceptable due to:Distance Issue: LAX is ***** miles from ***********, whereas ******* is only 200 miles away. Health Needs: My partner and I required timely access to prescriptions. Lack of Certainty: Air France could not confirm when I would reach ***********. Since no viable alternative was provided, I booked a United flight from ******* to *********** ($594.98). Air France representatives assured me I could seek reimbursement. To date: I have been told I will be reimbursed for LAX to SAT, but no amount has been confirmed. My request for reimbursement for the United flight was denied without justification. Per ** regulations and Air France policies: 1. Refund Obligation: I am entitled to a refund for the unused portion (LAX to SAT). 2. Reimbursement for Additional Costs: Due to Air Frances inability to provide timely transport, my $594.98 expense was necessary. 3. Unreasonable Re-routing: The alternative provided was impractical and would have incurred further expenses. Reimbursement for my United flight ($594.98). Given the circumstances, my actions were reasonable and cost-effective. I trust Air France will honor its commitments and resolve this matter.
Business Response
Date: 02/13/2025
** **********
**** * ********* ********
******** **** ****** *****

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 *************
Initial Complaint
Date:01/29/2025
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 Dec 27th, my husband and I flew from *** to CDG in business class under reservation ******* The flight was delayed several hours due to Air France's own operational issues. As a result, we missed our connecting flight in business class on Air France from CDG to RAK. Our original itinerary departed CDG at 9:40am with arrival into RAK at 1:00pm. There were available seats on the next Air France flight from 1:00pm to 4:20pm from CDG to RAK, but Air France refused to move us on this flight as the only seats left were in economy class. We were told they would not rebook us onto this flight as it would be considered downgrading the class of service despite us offering to willfully accept this downgrade in order to make it to our final destination potentially 6 hours earlier. Instead, we were denied those seats and involuntarily moved to an even later departure from *** to RAK departing at 6:40pm and not arriving until 10:00pm. Unbelievably, Air France has taken no responsibility in the form of compensation with regard to the 9 hour delay to our final destination or malintent in prioritizing their own self interests to avoid a downgrade of class of service over their customer's travel plans. The way that ********************** has handled the rebooking and aftermath of this event with loyal customers in their highest class of service was damaging to our travel plans in an attempt to intentionally avoid all accountability for a potential downgrade of cabin service. My concern is the complete lack of compensation and accommodation despite a 10 hour delay to our final destination as a result of Air France's own operational issues. No reimbursement for the $350 in expenses we incurred as a result of this delay is unacceptable for 2 business class passengers that were stuck in ***** for the entire day at the fault of Air France.
Business Response
Date: 02/11/2025
Dear BBB,

I am writing in response to the claim filed by ********* ******, case ID# ******** on behalf of herself and ***** ******. Thank you for forwarding the complaint regarding the passengers flight delay.
The passengers in question were booked from a non-************** departure point (************************) to a non-************** arrival point (*******). In view of this, ** regulation 261/2004 does not apply under Article 3a) meaning that there is no entitlement to compensation. Please also be advised that we are unable to provide reimbursement for any indirect expenses, such as prebooked transportation or accommodation, that were incurred as a result of this situation. Any potential claims related to these indirect expenses should be directed to the passengers' private travel insurer, if applicable.

Best regards,

********** *******
Air France ************* Assistant
Customer Answer
Date: 02/12/2025
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 airline is not providing any sort of goodwill gesture outside of their policies despite the 10 hour delay to our final destination. If this flight had been to or from the **, this would be a completely different situation and it's really sad to see an airline take advantage of the system to refuse providing any sort of compensation if they aren't forced to. There is a very clear lack of concern for their customers.
Sincerely,

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

Business Response
Date: 02/14/2025
Dear BBB,

I regret to hear that ********* ****** is dissatisfied with our response to claim #********,made on behalf of herself and ***** ******, regarding their delayed journey from ************************************ to ************************ via ******************************************* on flights ***** and ****** (later changed to AF1776)on December *****, 2024.
However, we have thoroughly reviewed the case and stand by our previous comments. There is nothing further to add.
Again, I must inform you that the passengers in question were booked from a non-************** departure point (************************) to a non-************** arrival point (*******). In view of this, ** regulation 261/2004 does not apply under Article 3a) meaning that there is no entitlement to compensation. Please also be advised that we are unable to provide reimbursement for any indirect expenses, such as prebooked transportation or accommodation, that were incurred because of this situation. Any potential claims related to these indirect expenses should be directed to the passengers' private travel insurer, if applicable.

Best regards,

*** *****-*****
Air France ************* Assistant
Customer Answer
Date: 02/17/2025
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:

Air France refuses to acknowledge any wrongdoing on their part that delayed me and my husband 10 hours to our final destination. It is clear that if the airline is not bound by international regulations, they will not do right by the customer in situations like this despite their operational failures.
Sincerely,

********* ******
Initial Complaint
Date:01/28/2025
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.
I purchased a plane ticket with Air France, and the carrier for the first leg from OKC to *** was Delta. Ticket numbers: ***************************. The issue occurred when I arrived at the ***** check-in counter. The ***** representative at the ***** checking counter was unable to locate my 6-month-old baby in the system, and it took him over an hour to get it resolved. When he got it resolved and went through ***, the plane was already pulling to take off. The ***** representative at the gate told me I need to call Air France to rebook me on the next flight; however, when I called Air France, I was told ***** caused the delay and should be the one responsible for rebooking me on the next flight. I kept balanced between two airlines, and ***** forced me to buy another ticket from *** to *** to catch my connecting flight and charged me $1996.58. Ticket numbers ************* / ************* / *************. ***** won't refund me, and they are stating that Air France is responsible for revoking me and refunding my money.
Business Response
Date: 02/13/2025
** **********
**** * ********* ********
******** **** ****** *****

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: 02/14/2025
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 morning,
I have submitted a claim online and spoken to customer care on the phone before, and nothing has been done. That's why I submitted a complaint with BBB. I would rather keep my complaint open here until I get my issue resolved.

Thank you.

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

Sincerely,

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

Customer Answer
Date: 03/06/2025
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:

Hi,
***** declined to give me a refund, claiming that since the ticket was bought through Air France and not Delta, Air France was in charge of rebooking. Although I acknowledge that ***** was to blame for the delay, since the ticket was bought through Air Francewhich collaborated with ******** ****** ought to rebook me since ***** is unable to do so because of system limitations. When such problems arise, the flight business that bought the ticket is always the one making the rebooking, not other affiliated companies. Also, you stated that I received a portion of the refund, which is not true. I did not receive any refund at all.
Thank you,

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

Sincerely,

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

Business Response
Date: 06/04/2025
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.

Kindly find our response to the U.S. Department of
Transportation regarding this claim below:

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

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

Dear ****** ******
we have received your claim via the US Department of transportation on 20
February 2025

This is related to the first leg on your itinerary from Oklahoma (Will
Rogers International Airport) to Atlanta (Hartsfield-Jackson Atlanta
International Airport) on 28 December 2024 on flight KL 5515 operated by DL1158
with ***** Ticket numbers: ************* * **************

Following review, we have determined that the issue you mention fall
under the scope of our partner ***** Air Lines, therefore, your communication
from file C-9024880 has been forwarded on 14 February 2025 to ***** airlines
for their attention.

We look forward to welcoming you on board our flights again soon and hope
that in future everything will be to your entire satisfaction.

Moreover, I confirm that a refund request of the unused portion of your ticket had been passed to our Refunds department under reference ****************, and a refund of USD
11.20 since processed onto the passenger’s original form of payment on February
3, 2025.

Best regards,

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

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