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Business Profile

Airlines

Air France

This business is NOT BBB Accredited.

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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

Find a Location

Air France has 17 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.
    • Air France

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

    • Air France

      Newark International Airport Newark, NJ 07114

    • Air France

      1 Saarinen Cir Dulles, VA 20166

    • Air France

      12355 Sunrise Valley Drive Suite 320 Reston, VA 20191

    • Airfrance

      PO Box 20980 Atlanta, GA 30320-0980

    Customer Complaints Summary

    • 652 total complaints in the last 3 years.
    • 163 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/26/2023

      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.
      Hi, This is the complaint that I file for Air France lost my luggage. On 12/22/22, I flew from ************* to ****** in three connections - *** <> *** with Delta (DL1062)*** <> *** (AF069) *** <> LIS (AF1194) with Air France). (*****ing passes attached file: *****ing pass_2.jpg)This concerned flight AF1194, upon arrival at ******, my baggage was missing. The tag of my lost luggage: ******** (Delta tag shows: **********). As of today, 01/25/23, my bag was still missing, Air France shows ZERO response and no progression to either looking for my lost luggage or offer any compensation. The actions I have taken and claims made as of today - 1) At arrival to ************** on 12/22/22, I immediately submitted a PIR form, reference number ********** (File attached: Baggage Missing Reference File **********.JPG). 2) I filed a Compensation Claim on 01/11/2023, case number C-******* (File attached: Compensation Claim for Luggage Lost_C-******* Hao ********************* I made a detailed excel file to attach in this Compensation Claim. (File attached here in 2 pdf: a) List of Lost Items in Missing luggage_Compensation Claim Case C-******* ******* ***.pdf b) List of Necessities bought and Items bought to replace Inventory lost_Compensation Claim Case C-******* ******* ***.pdf 3) I contacted Air France ******** services via phone and countless emails to: *********************************************** They replied after checking their various search tools they have not yet located the luggage 4) I reported the inventory claim after 72 hours of my luggage missing (File attached: Baggage Inventory Claim Form.pdf)5) I filed customer complaint on ******************************* 6) I sent emails directly to Air France ***** of ********* In the past month, Air France is not responsive at all. I've been facing the frustration everyday, endless back and forth of emails, phone calls but 0 progression. I have no choices so I reach out here for help. Much appreciate!Best,******* ***

      Customer Answer

      Date: 02/21/2023

      Better Business Bureau:

      I did follow up to Air France at their customer services via email, please refer to the attached snapshot. Unfortunately at this time, I have not been contacted by Air France regarding complaint ID ******** for the delay luggage compensation. I would really appreciate your help in settling the issue between myself and Air France as they are not responsive at all.

       

      Sincerely,

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


      Business Response

      Date: 02/23/2023

      Dear BBB,

      We regret to learn about the inconveniences ****************** ***  describes in his claim ********.

      I am sorry to learn that after your flight on 22/12/2022 , your baggage was delayed. Passengers expect their items to arrive promptly, so I understand your disappointment.

      We will gladly contribute to the expenses you have had to make to replace basic necessities, such as clothing and toiletries, as follows:

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


      I understand how inconvenient this must have been for you and wish to offer you my sincere apologies on behalf of Air France-KLM.
      We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.

      Yours sincerely,
      *************************************
      Air France KLM ******** Care Assistant

      Customer Answer

      Date: 03/03/2023

      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:

       

      Wanted to update that I haven't received the $1728.38 USD refund that Air France promised to send. In the past week, I tried to email its customer services twice at both *********************************************** and ***********************************************************************, and called via phone ************ multiple times, just wanted to at least get the deposit timeline, but no one answered as of yet. 

      Could you help follow up with them from your end? In my past two months experience dealing with Air France, I don't think they are going to respond to individual customers like myself unless BBB puts pressure and helps in settling the issue. I would appreciate your further help on this refund matter.

      Thank you so much in advance.


      Best,
      ******** ********* ***
       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 03/13/2023

      Dear BBB,

      We regret to learn about the inconveniences ****************** Hsu  describes in his claim ********.

      Thank you for your message, which is registered under reference ********* / BBB #********.

      Your cheque payment was issued on 08/03/2023. It usually takes up to 14 days for the cheque to arrive at your address. At this moment we are unable to provide a tracking number.

      Thank you for your understanding.

      Yours sincerely,
      *************************************
      *** ****** *** *** ************* *********

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

      ************************************* * ******** ********** ********** * **************************
    • Initial Complaint

      Date:01/25/2023

      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.
      Route: Delta 262 from *** to *********. Air France **** from *** to Naples, *****. My luggage is missing since August 4th, 2022 295 days!!!! Since that time more then 300 emails were sent out, and still no compensation, no luggage! On August 4th we flew out from *** ******** Delta flight 262, had layover in ********* were we missed our flight Delta **** due to delay in ********. Next we got assigned to Air France flight **** to our final destination Naples, *****. When we finally arrived to Naples, our baggage never arrived on the baggage carousel in Naples, *****. Wedding of my cousin was completely ruined for me as all my clothing was in my stolen luggage. Of course during our *************** Europe had to purchase ****************** and toiletry stuff. Cost of the missing luggage is $*********. Asking for fully compensation of ********* Claim# **********. Tag# ********** ***************************

      Business Response

      Date: 02/28/2023

      Dear BBB,


      please note that plaintiff, ***************************, brought the case to the attention of the *********************************, registered under **********
      The carrier has no comment to make to the BBB.

      Yours sincerely,
      ******************************* / Customer Engagement Specialist
      ********************** KLM ************* Assistant


    • Initial Complaint

      Date:01/24/2023

      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 has failed to respond since January 5, 2023, and I have an upcoming trip. Complaint: Lost luggage of $2,086.00, Delayed Flight for two persons totaling $1,600.00, Additional parking fees of $26.23, Emergency clothing of $166.00 and $24.00 for seats from ****** to ***. Total loss is approximately $3,423.23 for both ticket holders. Regarding: Air France Delayed Baggage Notice, *** Reference number **********, Luggage Tag # ******** or **********, Flight Tickets ***** # *** ********** and ******* Flight Ticket # *** **********, Air France Confirmation # ******* Air France Flight delayed charges from *** to *** on Flight #AF0072 to ****** on January 4-5, 2023, and seat charges/changes from ****** to *** on flight AF1115 on January 4, 2023. On November 4, 2022, Air France Flight AF0072 was returned 49 minutes out to ************************************************* regarding engine troubles. We were forced to spend the night and Air France kept our luggage. We flew the next day on Air France AF4080, approximately 20 hours later. It should be noted that Air France Flight AF1115 also was delayed re: engine trouble. Upon our arrival at *** Airport, numerous (30+) other passengers and us failed to receive our luggage. A report was taken. The luggage loss in two reports is approximately $2,086.00. This delay costed us additional parking expense of $17.23 and later another $9.00. After 13 days, I was forced to purchase emergency clothing of $166.00. Seat charges were $24.00 for seats from ****** to ***.Pursuant to the internet: My luggage compensation amount can be up to ***** (maximum amount set by the Montraeal Convention, which will not cover my luggage loss. Our delayed flight is compensated at 800Euros each times two or $1,600 Euros.Due to Air France failing to settle in good faith and having nobody at Air France to discuss this loss with, I am submitting this complaint. Respectfully,******** and *************************** ************ ********************

      Customer Answer

      Date: 03/09/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Air France has been resolved.

       

       

       

      Thank you for your assistance.  The airline took responsibility for their action and made restitution.  


      Sincerely,

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

    • Initial Complaint

      Date:01/24/2023

      Type:Delivery 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 flew on Air France from ********** via ***** to ******* on December 28, 2022 (Booking Code ******) and one of the bags did not arrive in *******. The Air France agent at the baggage claim instructed me to fill out a report online (which I did immediately under file number **********) and told me the bag would be on the next flight and delivered to my house the next day. He had a list of more than 20 bags that did not make that flight. Unfortunately, since then I have received no further communication of any sort from Air France. I have submitted an inventory list and, since the bag is missing for more than 21 days, submitted the claim for a reimbursement for the inventory with all required receipts (request C-*******). All those things have been unanswered. I have emailed AirFrance without and answer, tried calling the hotline, which did not get picked up, and chatted with a WhatsApp agent, who solely referred me to the webpages that I have already been using. I am hoping to - receive my bag as soon as possible - get an information about the scan history and when/where my bag was last scanned (this should be very easy for Air France to fulfil)- get the full reimbursement as requested

      Business Response

      Date: 01/31/2023

      Dear BBB, reference ********,

      Please find below the reply sent to ***************************

      Dear *************************,

      We are sorry to learn that your baggage was missing upon arrival at ******* on December 28th, where baggage file ********** was created at the airport.

      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 **** SDR (Special Drawing Rights).

      Our research shows that your baggage was delayed for over 21 days, which would legally classify it as (temporarily) lost.
      Air France will gladly reimburse your loss up to the legal limits set by the Montreal Convention (1999) of **** SDR (Special Drawing Rights).
      I

      n order for us to process the payment, kindly provide us with your bank details, such as local electronic routing number, the account number, the name of the bank, address of the bank.

      Alternatively, kindly provide us with your full address, so we can arrange a check to be mailed to you,

      Yours sincerely,

      *************************************
      Air France and KLM Customer Care 

      Customer Answer

      Date: 02/02/2023

      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:01/23/2023

      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.
      November 2022 - Flight from ** to *****, FR 1. My luggage was delayed 5 days, with no baby formula, medicine or essentials for my children and newborn baby.I incurred expenses and have uploaded all of the receipts. No reimbursement has been made yet. Claim#: ******** *. One of my luggages is still missing. I have not received any response or follow up regarding this since November. I have since returned back to the US and have not received compensation. Reference #: ********** I would like to have reimbursements for both my lost luggage and for the expenses that were necessary at the time. Thank you.

      Business Response

      Date: 02/28/2023

      Dear BBB - ********   


      We have received your message on 6 February
      2023 with the claim from ******* *****, related to delayed and lost
      luggage claims registered in **********.
      According to our records, various requests
      for proof of purchase and or evidence to support first need expenses/lost
      items, have been made under file reference **********
      In line with Montreal Convention, all
      expenses and loses must be proven to the carrier. While up to date we have not
      received supporting documents, we are making a USD1000 contribution towards
      this claim.
      This sum serves to cover for any loses
      related to the incidents related to the checked-in luggage. Should Tamesha
      Dibao be able to provide us with evidence, above the USD1000, we will be able
      to increase the compensation up to our maximum liability.
      Kindly note that depending on the banking
      options of the account provided by the client, this transaction can take
      up to 21 days to be cleared. 


      Yours sincerely,
      ****** ********* / Customer Engagement Specialist
      Air France KLM Customer Care Assistant


    • Initial Complaint

      Date:01/23/2023

      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 bought Air France tickets to fly from ***** to ************* via ***** and ******, with an 18-hour overnight layover in ****** to spend time with my friends. While checking in for the ***** - ***** flight on November 26th in the *************, Air France denied me boarding claiming that I need a transit **** to ******. According to the official ********** website, as a ******* passport holder and a US resident with valid residency permit (green card), I do not need a transit **** to ******. Besides, I had exactly the same itinerary on my way from ************* to ***** via ****** and *****, operated by Virgin Atlantic and Air France, which I completed successfully a week prior. Despite all my arguments and confirmation on the official ********** website, Air France still unlawfully denied me boarding in *****. Air France personnel suggested that I need to change my flights, at my own expense, to change itinerary to avoid having a connection in ******. I had to spend 3 hours in the airport escalating to Air France management, and finally Air France change my flights at their own expense. As a result, I had to spend 14 more hours in ***** and I was not able to meet my friend in ******. Air France denied my requests for meal vouchers or accommodation in ***** for those additional 14 hours.After my return to *************, I submitted a claim to Air France demanding a compensation for denied boarding. After 6 weeks long investigation, Air France confirmed that they incorrectly denied me boarding. However, they declined my request for compensation claiming that they already exchange my flights at their own expense. This is in clear violation of their passenger rights statement *************************************************************************************** that says "If you have been denied boarding against your will, compensation will be offered at the airport." I was not offered any compensation, and Air France closed my claim still denied my compensation.

      Business Response

      Date: 02/27/2023

      Dear BBB,

      We regret to learn about the inconveniences *** ****** ******* describes in his claim *********
      I am sorry to learn that
      you were unable to travel as planned. Although travel documents are verified
      before departure, it is the passenger's responsibility at all times to meet the
      prerequisite conditions for entry into any country as stated in our General
      Conditions of Carriage.
      Acccording to our records,
      you did not hold the Direct Airside Transit Visa (DATV), required for
      passengers transiting airside for a period greater than the same calendar
      day (please see attached). Therefore, our team in Dubai re accommodated you via
      Paris the following day at no extra cost. 
      We maintain our position
      and respectfully deny your request for compensation. 
      We look forward to serving
      your travel needs again in the near future and to welcoming you aboard another
      of our flights.

      Yours sincerely,
      ******** ******* ******
      Air France KLM Customer Care Assistant

      Customer Answer

      Date: 03/01/2023

      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:


      Unfortunately, Air France is ignoring the fact that I was planning to transit landside, not airside. In their system, if they select "transiting landside" and then click "Additional information", they will see that I do not need a transit visa if I am travelling to/from the US, I have a flight the next day and I am a permanent resident of the US. Attaching a screenshot with the proof from both Air France system and the official gov.uk website. Moreover, I had exactly the same itinerary when I was flying from SFO to DXB via LHR and CDG, and I was able to board the plane to the UK and pass the passport control in Heathrow without a transit visa because I had the flight the next day. Please ask them to reconsider their response.


       


       


       


       


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




      Sincerely,



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









       

      Business Response

      Date: 03/09/2023

      BBB ******** 

      Dear BBB, 

      We have reviewed the case and processed a compensation payment of USD 213.

      Yours sincerely,

      ******** ******* ******
      Air France KLM Customer Care Assistant

    • Initial Complaint

      Date:01/23/2023

      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.
      We flew Air France from *** to ****** on December 19. The return flight from ***** had several of our family's suitcases on it. The suitcase that went missing contained my wedding dress, fur shawl, *********'s and all other wedding attire and accessories. I find it very suspicious that all of our other luggage made it but not the one with the most expensive items never showed up. We have done everything in our power to connect with Air France to get our luggage returned but continuously get told we have to wait for an update. We have gone to ****** twice and are told it isn't there. Either the suitcase was stolen from CDG by an employee or is lost somewhere and there is no way to find it. This is beyond unacceptable and has unfortunately left a very dark cloud over the wedding.

      Customer Answer

      Date: 02/17/2023

      Better Business Bureau:

      At this time, I have not been contacted by Air France regarding complaint ID ********.

      Sincerely,

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

      Business Response

      Date: 02/23/2023

      Dear BBB,

      We regret to learn about the inconveniences ***************************** describes in her claim ********. Please see below the answer to the claim:
      I am sorry to learn that after your flight on 19/12/2022 , your baggage was missing. Passengers expect their items to arrive promptly, so I understand your disappointment.
      Bagagge Loss Tag number: ********** 
      Inadvertently, the 21 days established for locating the baggage have passed, therefore, you have the right for compensation according to the Montreal Convention. 
      The amount to be compensated is the equivalent of the maximum limit referring to total loss of baggage according to the Montreal Convention.Compensation is calculated in Special Drawing Rights (SDR), the ********************************) unit of count: **** SDR corresponds to approximately **** USD. This sum, subject to currency fluctuations, is variable.
      In favor of *************************:
      **** ******** ******** ***
      ************ **************************
      ******* ***** *** 
      ******* *******  ***** **** 


      I understand how inconvenient this must have been for you and wish to offer you my sincere apologies on behalf of Air France-KLM.
      We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.

      Yours sincerely,
      *************************************
      Air France KLM ******** Care Assistant
    • Initial Complaint

      Date:01/23/2023

      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.
      Air France has delayed all 4 of my husbands and I luggage bags. They allegedly report have one bag delivered to our home on 01/20/2023. 2 other luggage bags are suppose to be on a flight to *******, but still have not heard anything. The last bag does not even have a tracked yet. We have emailed them and called and they havent responded back. We have souvenirs and personal items in the bag that does not have any tracking number. We just want our luggage bags back with us and fast as possible.

      Customer Answer

      Date: 02/16/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Air France has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:01/20/2023

      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 December 17, I flew from **** to ****** via **********) on Air France (************). My luggage has been lost since (more than a month) and Air France has provided no compensation or updates. Delta's tool shows that the bag was last scanned in *****. I filed a PIR with Air France upon returning home - ********** (attached). On day 3, I completed an inventory of the items in my suitcase to aid tracing (attached). The site claims that the process for compensation for a lost bag will be automatically triggered after 21 days, but I have received no communication from the airline or an opportunity to provide financial details about the items in my bag. I also filed a claim for incidental expenses incurred when I arrived home, since I needed to replace underwear, winter PJs, etc. and was traveling again the following week - C-******* (attached). I have attempted to call and use ******* DM to get updates, but the responses (if I get one) are generic and say that my bag is still being traced and to be patient. I was also told that there is no time estimate for when they will process my compensation (one example attached). There is nothing of significant monetary value in the bag - but the total value of items will be more than the $1700 allowed under the Montreal Convention if you count the suitcase (Osprey), a lot of new wool clothing (SmartWool, etc) purchased for a winter trip to ******, heated socks and gloves, snowpants, most of my winter clothes, etc. I would greatly appreciate help to (ideally) force Air France to find and return my bag from the bowels of CDG and (secondarily) process my two claims for compensation (1. lost bag and 2. incidentals). Thank you!One final note - my name in the Air France/Delta system is often listed as Sarahemily ********* because of the way their ************** middle names.

      Business Response

      Date: 02/09/2023

      Dear BBB,

      We regret to learn about the inconveniences ********************** describes in her claim #********.
      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 **** SDR (Special Drawing Rights).
      Air France will gladly reimburse the reasonable cost of your lost items up to the legal limits set by the Montreal Convention (1999) of **** SDR (Special Drawing Rights). I can confirm that I have authorized a payment reflecting this amount, which will be made to the bank account that the passenger had previously provided us with in her earlier claim. Please allow up to 21 working days for this to arrive.
      However, we will have to refer her to her private travel insurance provider if applicable for any sum that she wants to claim above the legal threshold. We can also confirm that ********************** did not purchase an Excess Value Declaration at the time of check-in.

      I would like to thank you again for your patience while dealing with your claim.

      Yours sincerely,

      ***********************************
      Air France Customer Care

      Customer Answer

      Date: 02/15/2023

      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. Thank you very much!

      Sincerely,

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



       

    • Initial Complaint

      Date:01/19/2023

      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.
      June 24, 2022 I purchased round trip tickets to *******. We traveled there without issue; however, on return (November 25/2022) at the ******* Airport, Air France was unable to issue a ticket for the final leg of our flight. Instead we were advised that the ******** to ******* flight was overbooked and were given tickets to get us as far as ********. As this was not satisfactory, the ******* Air France check-in agent reworked our return itinerary to get us to our final destination in *******. The new itinerary, however, involved an overnight layover followed by a direct flight to *******. We were assured that Air France would compensate us up to $600 Euro for expenses incurred. On November 27, 2022 I filed an online claim which included our original itinerary and the return tickets issued, clearly showing Air France had failed to provide passage to our return destination. I also included the newly issued tickets with the layover as well as all reimbursement receipts. My claim includes a request for reimbursement as well as a formal letter confirming the cause (overbooked flight). It has been ~2 months and I have not received any update. The web status of the claim remains"in progress" with no additional details or indication of actual progress. Emails go unreplied. ******** chat agents advise that they do not have visibility into claims data and redirect to the customer care number listed online (** * ************. The customer care reps say there is no way to facilitate contact via the phone. They provided an alternative number, ************. The reps at the ***** number are unwilling to assist or escalate the matter. They also state that ** does not provide a direct means of communication between customers on claims matters. Ultimately, I am being given the runaround and Air France is shirking responsibility. This in spite of passenger rights clearly posted on the ** website: ***************************************************************************************

      Customer Answer

      Date: 02/13/2023

      Better Business Bureau:

      At this time, I have not been contacted by Air France regarding complaint ID ********.

      Sincerely,

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

      Business Response

      Date: 02/17/2023

      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.
      Having verified the situation, we are pleased to offer *************** denied boarding compensation under the terms of APPR of CAD **** per person. However, I will have to inform you that the same regulation caps the entitlement to hotel and transportation assistance at CAD ****** per person in case of overnight stays.We would therefore advise *************** to contact her private travel insurer if applicable to claim for the remaining expense on this.
      This payment will be transferred on the bank account which was submitted when filing the passengers previous claim. Please allow up to 28 working days for this to arrive.
      I would like to thank you again for your patience while dealing with your claim.

      Yours sincerely,

      ***********************************
      Air France *************

      Customer Answer

      Date: 03/10/2023

      Better Business Bureau:

      After several months, AF issued a response advising they would compensate based on their policy. AF has followed through and there is nothing actionable that remains. To mitigate such complaints moving forward and raise confidence, I highly recommend AF provide regular updates regarding claim status and support human interactions via a call center. 

      Sincerely,

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



       

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