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

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

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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:01/19/2023
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.
On December 17th I took a flight from ***** to *********** with AirFrance (flight AF0178). The experience at the airport was terrible, I first checked in my baggage and then made the customs line, where a man from AirFrance asked me to step out of the line to weigh my hand luggage and handbag, which they told me was too heavy and that I had to go check in my hand luggage. I went to the AirFrance desk and they told me it wasnt necessary (so they just delayed me unnecessarily). Finally I made it to the gate and was one of the last people boarding. Then when I arrived to ***********, I went looking for my checked baggage, which didnt arrive. The agent from the baggage claim desk told me it was still in ***** and that it would probably arrive on the next flight and that they would send it to my temporary address. I filed the complaint right there and kept on going to my second flight to *********. For the following two weeks I called almost everyday asking for my baggage and they told me it hadnt been located. I had to buy clothing and underwear and kept all the receipts, which I then used to submit a claim to get a refund (which I did). Then, I traveled to ******** which was my last stop and kept calling asking for my baggage, which was never sent to me in the whole 27 days of traveling. I immediately updated my claim asking for compensation for 21+ days of delay (which was never answered). I came back to ***** on Sunday January 17th and went straight to the baggage claim desk to ask them to look for my baggage once more. This time, a lady helped me check images of the baggages that they had in storage and finally found mine (which had the baggage tag number on). If I hadnt come back to ***** and demand them to look for it, Im sure I would have never gotten it back. I had to spend my whole trip without my belongings and without the Christmas gifts I had bought for my family. This is why I want AirFrance to compensate me for not delivering my bag in 27 days.
Customer Answer
Date: 02/12/2023
At this time, I have been contacted directly by Air France regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
Airfrance contacted me apologizing for my terrible experience but saying they were not able to compensate me for it, because they had already refunded my first necessity expenses (so apparently they cant do both), but that if I had to incur in any other expenses before receiving my baggage, I could send them the receipts. I immediately did sent two more receipts that summed $250 USD, and they replied by offering to pay me $50. I couldnt believe the poor service they have, but anyway I accepted the offer and replied to them saying I accept your offer, thank you very much. Now its been a month and I havent received the $50 USD, so I emailed them again asking when could I expect to receive it, but they just said as soon as we can. I dont think I will get anything from them now.

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business Response
Date: 05/08/2023
Booking reference: ******
Name: ***************************

Dear BBB ********
First of all, please accept my apologies for the belated reply. I can assure that no discourtesy was intended.
I am pleased to confirm that a payment of 54 USD will be credited to *************************`s account shortly.

Best regards,
*************************************
Air France KLM ************* Assistant
Initial Complaint
Date:01/17/2023
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.
We two students arrived in ****** on 21st December 2022 on Air France Airlines. Both of us did not receive our 2 checked bags each (total 4 checked bags). It's been more than 21 days and there is no clue where the bags are. We want either the airline to find our bags and return them to us or issue us lost baggage compensation. Our lost baggage file reference number is ********** on the Worldtracer website.
Customer Answer
Date: 02/10/2023
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 ********

in relation to the claim ********** under the
name ******** ********, we can confirm that a payment of maximum liability
will be paid shortly, under case reference *********.
The sum of 2,329.81 CAD will be
transferred into the bank account provided by the customer, corresponding
to our limit of liability, set according to the Montreal Convention at 1288
SDR*.

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

****** *********
*** ******** *** ********** ***********
***** ***** ******* ******** ******* **
Customer Answer
Date: 02/24/2023
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:01/17/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I would like to express my dissatisfaction with an experience I had in my last flight with AirFrance during October 2022. I have always held high regards with AirFrance as it had always been a pleasant experience. I had a last minute ticket purchased as my father passed away and I had to attend his funeral. My brother and I were frustrated in knowing that our flight was changed because they were overbooked per the employee in *****. The employee in no moment tried to help us get another flight so that we could arrive in time to my fathers funeral. She ignored me while I was grieving and my brother, who is a diabetic, fainted with the news. We even asked her if she could ask two passengers to volunteer in giving up their seats and she said no. Your employee showed zero empathy for our situation and we ended up missing my fathers funeral. This is not a way you should treat your passengers, much less when they are grieving for the loss of their father. There is no refund or apology that will make up for us missing our fathers funeral. We werent able to have a final moment with my father due to your rude and unpleasant employee in *****. She needs to be trained on how to handle situations that are a family emergency. Booking reference is ******.
Customer Answer
Date: 02/10/2023
Better Business Bureau:

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

Sincerely,

***************************
Business Response
Date: 02/20/2023
Dear BBB,

We are
sorry to learn about the situation that *** ***** describes in his claim
#*********
First of
all, I would kindly ask him to please accept my apologies for the belated reply
as well as my sincere condolences. I can assure that no discourtesy was
intended.
We would
also like to offer our sincere apologies for what the passenger described as
rudeness of staff at Charles de Gaulle Airport. Your comments make for
particularly disappointing reading, as all staff, whether with the airline or
airport security, are expected to perform their duties in a competent,
knowledgeable, polite and professional manner. Air France staff are aware, that
excellent customer service is one of our top priorities. When lapses in service
occur, the matter is highlighted to the appropriate line manager and feedback
such as yours is used for on-going training.
I truly
realize that this situation caused discomfort and made your journey unpleasant
and we do value our passengers and strive to give them the best possible
service.
Having verified
the situation, I can confirm that both *** ***** as well as his brother are
entitled to Denied Boarding Compensation under the terms of EU Regulation
261/2004. I can therefore confirm, that I have arranged for two checks
reflecting this in addition to a $100 contribution towards transportation costs
from Casablanca to Marrakesh each to be sent to the passengers address by mail.
Please allow up to 28 working days for these to arrive.
Again, I
would like to reiterate how sorry we are for the inconveniences that the
passengers have encountered during their journey to Morocco. It is our sincere
hope that despite the memory of this, you will continue travelling with our
company and that your future journeys with us as well as the handling of any
queries will be to your entire satisfaction.

Yours
sincerely,

********** *******
Air France
Customer Care
Customer Answer
Date: 02/23/2023
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:

There is no amount of money that will replace my brother and I missing our fathers funeral due to an employee who did not show any concern nor willingness to help us find a solution. The $534 reimbursement does not seem a fair amount considering we missed our fathers funeral and it caused my brother to faint and due to religious beliefs we must bury our loved ones within 24 hours. My family didn’t have an option to wait for us to arrive. We should each at least be compensated $1,200 due to the airline making us miss our flight and also for the rude employee who showed no empathy nor willingness to help us in our situation.

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

Sincerely,

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

Business Response
Date: 03/09/2023
Dear BBB,

We are
sorry to learn about that *** ***** remains dissatisfied with the resolution to
his claim #*********
However,
there is unfortunately nothing else that we can add to our previous statement.
We will therefore have to respectfully decline the claim for any further
compensation.

Best regards,

********** *******
Air France Customer Care
Initial Complaint
Date:01/17/2023
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.
On July 25, 2022, I purchased a ticket directly from Air France for $1,863.67 (ticket no. *** *** *** *** *). I traveled on ************************************************** to *****, France with my final flight to *** airport on December 17, 2022. I checked my Air France Flying Blue account (#**********) to see if my miles and XP progress had increased due to my travel. I called customer service where I was told that they could not credit my account because I had an aware flight. I told them I paid $1,863.67 for this flight so there is no way that it was an award flight. I even mentioned that if it were an award flight, you should see a transaction on my account to use miles, which was not the case. It was then recommended that I submit an inquiry from the Flying Blue site and attach my boarding passes and documentation. I also submitted an inquiry to the Flying Blue customer service page and received a reply from *********************** (Ref no. ********) on December 22, 2022 stating that he would have to research the issue and get back to me. Until now, I have never received a reply from anyone regarding my inquiries. I reached back out twice, once on December 26, 2022, and again on January 5, 2023. I would like Air France to credit my miles and XP progress from my trip appropriately as a resolution.
Business Response
Date: 02/06/2023
Dear BBB,
Please see the reply we sent to the passenger
Subject
BBB ********* ***********

Dear ***********************,
we have received your claim via the BBB on 17 January 2023 regarding the retro credit of Flying blue miles for this journey:
Ticket number: *************

FROM TO FLIGHT NUMBER DATE TIME BOOKING CLASS

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

On behalf of Air France, please accept our sincere apologies for the delayed response to your request.

I have escalated this internally to Flying Blue and once we receive an update we will revert to you.

Thank you for your continued patience while we process your enquiry.

A copy of this message has also been sent to the BBB

We look forward to serving your travel needs again soon and to welcoming you aboard another of our flights.

Yours sincerely,
******************************* / Customer Engagement Specialist
********************** KLM ************* Assistant
Customer Answer
Date: 02/06/2023
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:

It's great the Air France has responded that they are researching and will provide a response and will revert when they have a response. However, my complaint has not yet been resolved and I"m requesting that this case remain open.
Sincerely,

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

Business Response
Date: 03/08/2023
This message was sent to the passenger on 07th March 2023
BBB ********

Dear ***********************,
we have received your follow up message via the BBB on 14 February 2023 regarding the unresolved issue with XP miles related to ticket number: *************
I agree that this ticket was originally paid by credit card and therefore it is not a reward ticket. As such as I am contacting Flying Blue internally to resolve this matter for you.
In the meantime, as a gesture of our goodwill, I am crediting a bonus of **** miles into your Flying Blue account
Thank you for your continued patience
Yours sincerely,
******************************* / Customer Engagement Specialist
Air France KLM ************* Assistant

Customer Answer
Date: 03/08/2023
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:01/13/2023
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.
Hi am srivalli I traveled through airfrance on December 7th I lost my baggage and I got notification on December 9th from *********** they scanned my luggage and they sent Atlanta I don't know why they sent ******* instead of my home address I have been calling them from December 9th to till today it's like more than one month the airfrance customer service are not responding well and they are not providing any updates about baggage the baggage has expensive gold jewelry which is given by my late grandmother and expensive traditional clothes I claimed and declared about missing baggage and compensation still I didn't got any updates and single ***** with airfrance I have pictures of my jewelry and they scanned in *** I tried many ways like daily calls which they will hold like 4hrs and emails I put emails to airfrance customer service and board members they bounced back am worried about my gold jewelry and my baggage please take any action on airfrance company now am expecting Mt baggage only I don't need any compensation I just want my baggage back after December 9th I didn't have any updates your my last hope please take action to get back my baggage as soon as possible am providing flight details Flight number is ***** Bag tag number is ************** safari suitcase brand new one I didn't removed tags too My claim number is **********. Please take some action every day am thinking about my baggage and literally am crying. Please take some action this my humble request and last hope. Thank you so much
Business Response
Date: 02/14/2023
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 1288 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 1288 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
Initial Complaint
Date:01/11/2023
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.
I purchased a Business Class (**) ticket on Air France (through ***** Airlines). See Flight Receipt Ticket #: *************, Issue Date: 09DEC22 Confirmation number****** I paid approximately ******** .The first flight to ***** was delayed by nearly 1 hour Then I was informed that my at seat entertainment system was inoperable. No compensation was given although it was promised. One of the reasons I pay the cost of a ** tkt is for the entertainment system.On the second leg of the trip, I was not given a meal. The attendant forgot me. I was wide awake. When I inquired after three hours, he became rude and flustered. If Air France seeks to refuse to feed certain of its customers, then it should sell airline tickets with food packages included. When I stated to the attendant that the service was "awful", he became outraged. I want a refund.
Business Response
Date: 03/23/2023
Dear BBB,

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

I am sorry that you could not enjoy your in-flight entertainment during your flight on 04/01/2023 because of a technical problem. We know that listening to music or watching a video is a pleasant way to pass the time on a flight. I am sorry that you werent able to do so on your flight and we apologise for the inconvenience caused.

According to our records, for this inconvenience, our cabin crew provided a 200 USD voucher under number: *************.

I am sorry to learn that you did not receive a meal on your recent flight and I understand your disappointment.
We carefully plan the number of meals required per flight and per cabin, and the number finally delivered is based on the final number of checked passengers.Last minute acceptance of passengers in certain situations does not allow our caterers to load the extra meals without risking delaying the flight departure.
I apologise again for the absence of a meal on your flight.

We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.

Best regards,

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

Customer Answer
Date: 03/24/2023
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: Air France hss provided false information. At no time was I given a voucher.

[Your Answer Here]

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

Sincerely,

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

Business Response
Date: 04/05/2023
Dear BBB,

We regret to learn about the inconveniences Mr *********************************** describes in his claim ******** .
I am sorry that you could not enjoy your in-flight entertainment during your flight on 04/01/2023 because of a technical problem. We know that listening to music or watching a video is a pleasant way to pass the time on a flight. I am sorry that you werent able to do so on your flight and we apologise for the inconvenience caused.

According to our records,for this inconvenience, our cabin crew provided a 200 USD voucher under number: ************** which will be credited as follows:
Here below you can find a confirmation of the payment requested to the bank account provided.
************ ***********************************
******* *** ***
******* ******* ***** ****

I am sorry to learn that you did not receive a meal on your recent flight and I understand your disappointment.
We carefully plan the number of meals required per flight and per cabin, and the number finally delivered is based on the final number of checked passengers. Last minute acceptance of passengers in certain situations does not allow our caterers to load the extra meals without risking delaying the flight departure.
I apologise again for the absence of a meal on your flight.
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 ************* Assistant
Initial Complaint
Date:01/11/2023
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.
Im a Flyingblue a Airfrance loyalty program member, I was in need to spend my miles before expiring date of Dec 31st 2022 so I decided to make an online purchase throughout the Flyingblue online shop in Dec 23rd 2022. The next day I realized that I made a mistake so I wait till Dec 26th to call the customer service asking about procedures to cancel my order at the online store to get a flight ticket instead. As the procedure takes about 2 weeks to be completed, the risk was that the miles would be returned after they expiration date and cancelled from my account. The operator on the phone said me that he was going to ask to the supervisor to let the miles available even after they expiration date with the purpose to be used to buy a reward ticket only, no matter the day the miles were retuned in my account. After some minutes the operator returned to me informing me that the supervisor authorized that operation and a message were put into my file so any future operator will see that message and proceed issuing the ticket with no further questions once the miles were again on my account. After that conversation *** called again the customer service on Saturday jan 7th and the lady on the phone said me that I dont have to wait the miles back to buy a reward ticket so I call again on Monday jan 9th and I was almost done but at some point the operator say me to wait a second till he was speaking with the supervisor who incredibly changed is decision saying that it was necessary that the mile were on my account to proceed with the purchase. So this morning I calledm again and finally they said me that definitely I cannot use the miles to purchase a tkt because once the miles were refunded these would be expired, changing for the 4th time their decision. This is some kind of joke, lack of respect, lack of knowledge lack of professionalism of these peoples that makes me take the wrong decision.And they close the phone conversation with sorry we cannot stay longer on the phone!
Customer Answer
Date: 01/16/2023
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:01/10/2023
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.
I am requesting a refund of the penalty fees related to the way the ** agent erroneously processed my ticket changes. - Ticket #*************: This was the original ticket purchased. I made sure to purchase a ticket that allowed for changes and refunds without extra fees.- Ticket #*************: I called in on 10Oct2022 to change my ticket. I paid a fare difference. I confirmed multiple times with the agent that the new ticket would also allow for changes and refunds without extra fees. Please check the phone recording to confirm this. There is also written documentation in my ** ******** Messenger chats from 9Oct2022 and 10Oct2022.- Ticket #*************: I called in on 10/16/2022 to change my ticket and upgrade the class of service. I paid a fare difference. I was told that I would also have to pay a penalty fee. This was a shock to me, as I had confirmed multiple times and in writing that the ticket to be exchanged (*************) was fully flexible without any added fees to change or refund.Therefore, as the ** agent erroneously processed ticket changes, misinformed me, and caused me so much frustration and anxiety, I would like to please request:- refund of the penalty fees: $120 - refund of any excess fare difference I had to pay due to ticket#************* not being fully flexible as I was informed by the ** agent - goodwill refund in recognition of the wasted time and extra frustration and anxiety caused by the ** ticketing error I previously filed this as a case with Air France (*********) that was closed without resolution.Thank you,*****
Business Response
Date: 01/17/2023
Regarding BBB case ********
Dear BBB
we have received your claim related to the refund of penalty from ** ***************************
Having checked the history of changes requested by the customer, we can see that fare differences were quoted, and the ticket was re issued accordingly.
While many of our fares include a penalty fee, in this case as a goodwill gesture we have requested the refund of the fee paid.
A refund application has been created with ID **************** and the client will receive communications directly from the refund department
Request ID ****************
Yours sincerely,
******************************* / Customer Engagement Specialist
********************** KLM ************* Assistant
Customer Answer
Date: 02/17/2023
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:

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

hello --

i am writing to request that this case be reopened. air france promised a refund, but it has not arrived yet after 1 month. they have not responded to my request for a status update. i would appreciate your help escalating my concern again.

thank you,
*****

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

Sincerely,

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

Business Response
Date: 03/31/2023
Dear BBB ********

we are writing in relation to the refund request made under the name of ***************** for document **************
Having checked this, we noticed that our initial refund request was not processed due to an internal error.
We have now created a new request **************** and the sum of USD134.40 will be paid into the same card used by the customer.
Best regards
******************************* * ******** ********** **********
********************** *** ************* ********* *******************************************************

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

Customer Answer
Date: 04/01/2023
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.

Given the delay and internal error from Air France, I would like to keep the case open until I receive the refund from Air France. Can we please recheck the status within 1 month to ensure I receive the promised refund?

Sincerely,

*****************
Initial Complaint
Date:01/09/2023
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.
I travelled with Air France on September 6, 2022. When I received my brand new luggage back it was heavily damaged and personal items inside the bag were also damaged. I made a claim at the airport and filed a more detailed claim online with the airline on September 13th. Air France responded to me on November 29 asking for more information and I responded to their request. They followed up on December 5 saying that they would issue me a refund for my damaged bag and broken personal items by bank transfer in the amount of $263 CAD. They refused my request to be reimbursed ************************************************************************************************************************************ carry on luggage. I didn't have enough carry on space to accommodate all my valuable items and I am very upset with this decision as I just had to replace my GoPro with a new one which cost $500 CAD. The email also claimed that they were going to make a refund request under the refund ID **************** for my extra baggage fees that they need to refund under the claim. A baggage fee amount of 85 Euro is supposed to be returned to my credit card. So far I have received a wire transfer of $263 CAD for my damaged bag and some items to my bank account. I am still waiting for the refund of the additional 85 Euro ($114.07) baggage fee to my credit card under Refund Request ID ****************. I have emailed twice, tried to call, and used their social media platforms to contact them without any answer/resolution. My claim number no longer works on their website to check for updates. I am requesting that BBB contact the airline to review and process my refund request for ID ****************. I am also requesting a refund of 440 AUD again for my damaged GoPro which needed to be replaced because it would still be working if Air France didn't heavily damage my bag. My claim is within the $2300 limit of the Montreal Convention and should be fully reimbursed by Air France.
Customer Answer
Date: 02/02/2023
Better Business Bureau:

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

Sincerely,

***********************
Business Response
Date: 02/08/2023
Dear BBB,

We regret to learn about the situation *************** describes in her claim #********.
As the passenger states that she is yet to receive the reimbursement for her baggage fee, I can confirm that I have asked for direct payment of the equivalent in ******** Dollars to be made to the bank account that she had previously provided us with in her earlier claim. Please allow up to 21 working days for this to arrive.
Regarding the passengers damaged camera, I would have to refer her to our General Conditions of Carriage, Article 10.2.1. (f) stating that subject to applicable regulations, the Passenger must not include in his Baggage fragile or perishable items, or valuable items such as currency,jewellery, works of art, precious metals, silverware, securities or other valuables, optical or photographic equipment, computers, electronic and/or telecommunication equipment or devices, musical instruments, passports and identity documents, keys, business documents, manuscripts or deeds, whether individualised or fungible, etc. *******************************************************************************************
Therefore, we are unfortunately not able to reimburse her for this and can only forward the passenger to her private travel insurer, if applicable.
I would like to thank her again for your patience while dealing with her claim.

Yours sincerely,

***********************************
Air France *************
Initial Complaint
Date:01/04/2023
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.
Hi,I was leveraging ************************************** and booked the flights under a promotional offer from *** (******) to *********, ***** (***) on Dec 27th, 2022, and got the confirmation itinerary for my family tickets confirmation, attached the travel document confirmation for all 4 passengers.As a surprise, today I found my credit card was reimbursed with the fare and Air France canceled my booking without any communication.When I spoke to customer service, at first they said incorrect credit card expiry date, after argument how could the credit card passed and Air France confirmed the booking, they were saying my ***** flight was canceled.I never expected this from the reputed Air France company and based on my booking I had several appointments and travel plans in *****, but all were jeopardized.Kindly take action against this Air France company; they shouldn't be posting fake promotional offers.Thanks,*******************************************
Business Response
Date: 02/07/2023
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.
Having investigating your travel document and booking remarks further, we can see that no ticket was ever issued due to no valid credit card details having been entered, seemingly due to expiry. Please also see the remark at the bottom of the itinerary documents that you have forwarded us:

DEAR *********************
PLEASE CONTACT AIR FRANCE INTERNET SUPPORT DEPARTMENT
AT ************** TO FINALIZE YOUR RESERVATION
WITH BOOKING CODE QJEV9N
FOR TRAVEL FROM ****** TO *********
ON 30MAY
AND FROM ********* TO ****** ON 21JUN

As you seemingly did not contact our ******************** on time in order to have them assist you with this, we were unable to issue your tickets based on the date and routing requested. We will therefore have to respectfully decline your claim.
I would like to thank you for your patience while dealing with your claim.

Yours sincerely,

***********************************
Air France *************
Customer Answer
Date: 02/08/2023
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:

[AirFrance took initial booking advance of $140 successfully from credit card, without credit card authorization how the itinerary was delivered, there was no issue with credit card]

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

Sincerely,

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

Business Response
Date: 02/20/2023
Dear BBB,

We are sorry to learn about that ********************** remains dissatisfied with the resolution to his claim #********.
However,there is unfortunately nothing else that we can add to our previous statement.As the passenger did not contact our ******************** on time in order to have them assist with his booking when prompted, we were unable to issue the tickets based on the date and routing requested. We will therefore have to respectfully decline your claim once again.

Best regards,

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

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