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.

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.

Initial Complaint
Date:01/04/2023
Type:Customer Service Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Air France lost my bag flying from *** to ***. After requiring physical receipts, they paid out a measly $228 of my $900 claim. They give no option to dispute, do not provide breakdown of how they calculate this, and now my responses have gone unanswered. $228 doesn't come close to replacing my items. This is the worst customer experience I've had with any airline.
Customer Answer
Date: 01/28/2023
Better Business Bureau:

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

Sincerely,

*******************
Initial Complaint
Date:12/28/2022
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.
Date of transaction: Sept 11, 2022 (flight taken October 17, 2022)Amount of money paid: $2134.67 My premium economy seat on a flight from ***** to *********** was broken - shifting up and down (bouncing as if it were loose) the entire ride. The staff attempted to fix the seat but were unable to. They were so apologetic because they also could not offer me another seat on the plane and reassured me that they would have Air France send me a significant credit to make up for the cost of the seat - I was given the impression that they would be refunding most of the flight fare (exact amount unknown because it was a roundtrip ticket). I have been ignored by the airline since and they have only recently responded to my messages requesting the credit, suggesting that I should follow up with Orbitz for the refund. ****** claims it is an issue I must follow up with Delta/ Air France about. Air France is at fault for the broken seat as they operated the flight and I was put in a very difficult situation having to stay in my shaking seat for 12+ hours.The nature of the dispute is: Whether or not the business has tried to resolve the problem: Account/order/tracking number:
Customer Answer
Date: 01/23/2023
Better Business Bureau:

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

Sincerely,

*************************************
Business Response
Date: 02/09/2023
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, I regret to inform you that unfortunately there is nothing further that we can add to our previous response to the passenger.However, as a gesture of goodwill we are happy to offer her a further electronic travel voucher for $75. This will remain valid for the next 12 months and can be used on our website to purchase flights or options such as payable seats, upgrades or additional baggage.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
Air France *************
Customer Answer
Date: 02/10/2023
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:

[Your Answer Here]
Their response is not consistent with the information shared by the staff. And is not fitting the significance of the issue. Again, my extra-cost seat was SHAKING up and down the ENTIRETY of the flight and they were unable to keep the chair stable.
I will not be satisfied until they provide credit fitting to the extra cost I spent for that extra comfort
chair.

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

Sincerely,

*************************************
Initial Complaint
Date:12/28/2022
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 a senior. I had to travel to ******** to support my son who lost his baby.I bought with *********** a returned flight between ******** and ********, *******. The flight was cancelled by Air France for Covid reasons. *********** gave me a credit of **** dollars. in May 2022, I spoke with ***** (4 times), *** (more than 15) and supervisor **** (twice) to book a flight. Sometimes, these people asked me to deal with Air France knowing that always Air France tells me to speak with ***********. They never called back. When I call again, they ask me to be patient. I asked for a full refund of my money. I filled a complaint against *********** with BBB. Then, *********** told me that Air France imposed a deadline to fly. It seems that they didn't know it and that is why they always kept telling me to be patient. It is my opinion that the decision of Air France is arbitrary and it illustrates that rights of passengers are conviniently ignored by Air France.
Business Response
Date: 01/05/2023
Dear BBB,

We regret to learn about the inconveniences **************** describes in his claim #********.
Having investigated the passengers claim, I can confirm that the passengers ticket was exchanged into a travel credit by his travel agency. As we have no access to this companys systems, we would kindly invite **************** to either take up this matter with Travel Mojo or alternatively, get a confirmation from Travel Mojo that his travel credit will not be used/withdrawn from the passenger, to allow us to process a payment of the original ticket value.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
Air France *************
Customer Answer
Date: 01/07/2023
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 will be resolved when the refund takes place.

Sincerely,

***********************
Initial Complaint
Date:12/28/2022
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 lost my luggage on flight AF334 October 5 2022. I had to repurchase a similar travel luggage bag, toiletries, and clothes totaling $1,930.94 to replace what was lost. A week later my bag finally showed up intact , but the Air France policy for lost luggage claims is supposed to reimburse these expenses.( not to mention the time spent and inconvenience of having to deal with them plus shopping for replacements)The AF online claim reference # is ********** ( originally filed in the airport as **********)Their phone center in ***** is .a joke, and there has been no word from them since we completed our ( my wife ***************************** initiated the booking and the claim) lost baggage claim, and it is pretty clear that they do not intend to acknowledge their responsibility. We do have travel insurance with AMEX, who are willing to reimburse us if only Air France will acknowledge our claim.Please help us prod Air France to accept their responsibility. Many thanks,***************************
Customer Answer
Date: 01/22/2023
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]
I received a vague email from AirFrance asking for my bank account and routing numbers. There was no other information regarding the complaint. I hope the message was not from a scammer!
The email was sent Thursday Feb. 19. Nothing has happened since.

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 05/02/2023
Dear ******************** ********

As per our telephone call dated 06/03/2023 with *******************,we have paid ******* USD for the baggage incident (**********) compensation under DOT file reference C-******* , and the case has been deemed resolved.

The payment was been cleared on our end to the *********** account ending ****.

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

Best regards,

*************************************
Customer Answer
Date: 05/04/2023
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:12/27/2022
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 August 7th I flew from ******* back to ***************** via Air France. My bag was not loaded onto the flight. I filed a missing baggage claim immediately and was told that my bag would be arriving ASAP. I called Air France every day for weeks and was assured that it would be arriving soon. Months later, I have continuously called Air France several times and received conflicting information every single time. I have never received contact from them, only ever communicating when I initiate it. They have lied and told me that they contacted me via email while Ive received nothing via email in any inbox including my spam inbox. They also have not reimbursed me for my luggage, which was worth a lot of money. When I try to access the tracker for my bag online, it was closed without my consent, and I am unable to reopen it. When I call Air Frances customer support and use the baggage issue line, nobody on that line can ever do useful things such as reopen my request or give me contact information for anyone who can provide help. I have been kept on the hook by Air France for months, and ultimately I just want either my luggage with my stuff in it, or significant financial compensation considering the ridiculous amount of time this has taken.
Business Response
Date: 01/13/2023
*******
*** ******** ********** *********** **** ******** ** ***********

*** ********

Dear ***********************,
please find below the copy of our response related to your claim for the BBB.
We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.

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

Dear BBB
we have received your message in relation to our client ** ******** *************************.
Please find below a copy of our response to the customer and the *** for more information.
Best regards
******************************* / Customer Engagement Specialist
********************** and KLM *************
Customer Answer
Date: 02/03/2023
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:12/23/2022
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.
I flew by Air France from *** ******* to ****** on November 5. My baggage did not arrive for two days in ****** and complaint number C-******* for claims of delayed baggage has not been processed by Air France yet despite of several reminders. ***************************
Customer Answer
Date: 01/16/2023
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:12/21/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We used Air France to fly from ***** to US via ***** on August 12th 2022 and Air France lost one of my baggage. We opened a claim - ********** with Air France but we haven't received our bag. AF gave us a reason that there was some issue in ***** and they missed to deliver the bag and it will be delivered to my home address. We are still waiting for the bag. I am raising this complain because AF is still loosing people's bag. I just looked into Facebook(you can search with Air France Lost My Luggage) where people are complaining that AF is keeping the bag in ***** Air Port warehouse but not putting any effort to find the bag. We even tried to contact customer service but their customer service is very horrible that they don't know anything. People have their emotion attached to the bags but AF don't care about it. Even Air France don't care to listen what people are saying and keeps loosing people's bag. I have attached the photo of my bag which shows that bag can be clearly identified but no effort to search the bag. We kindly request you to ask AF to put some effort to reunite people's bag with them. My parents gave a gift for my kids birthday which just passed in December and Kids were waiting for the bag so they can open the gift. Like this there are so many people who are missing their bags and AF team is not caring of people's emotion.
Business Response
Date: 01/27/2023
Dear BBB ********

After reviewing the claim for *****************************, we can confirm under file ********* that the lost luggage claim ********** was settled with a payment of USD1665 back in October 2022.
This sum serves to cover our the maximum liability for first necessity purchases, lost and damaged luggage.
Yours sincerely,
******************************* / Customer Engagement Specialist
********************** KLM ************* Assistant
Customer Answer
Date: 01/31/2023
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:

I have raised this complain about missing bag where bag is still missing since 12th August 2022. When I did my research, I found that it's not only me but AF has misplaced thousands of customers baggage who had connection in *****************. AF is still mishandling baggage's in *****. This is not a normal business practice where Airline keeps mishandling customer's baggage. I would like to know is this business practice for AirFrance? Also my bag is still in ***** but AF team is not taking care of searching their warehouse to find it. I would like to know why? We don't have baggage handling service contact in France where we can talk with them and get the details about my bag.
Now coming to compensation which they provided to me. I had to buy new wedding cloths from ***** and have that shipped to US to wear in wedding. Air France compensated me which they are claiming. But they have not compensated me regarding lost baggage which is still missing. They have also damage my 2 other bags. How far is it to combine necessity purchases, lost luggage and damage bag into one amount? As per Montreal convention, all three issues are different and Air France is liable to pay me money for 3 different issue separately.

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

Sincerely,

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

Business Response
Date: 03/07/2023
Dear BBB

After reviewing the lost luggage claim ********** for ***************************** and his family,we maintain that all loses/expenses or damages must be proven to the carrier,as stated in the Montreal Convention.
Having revised all communication sent by the customer, we have not found supporting evidence that would help us prove the loses claimed.
Having said this, we are making a commercial gesture contribution of USD1000 into the bank account of the client, as a way of bringing positive closure to this file *********
Please note this sum is in addition to the payment we made for USD1665 back in October 2022 in file *********
Yours sincerely,
******************************* / Customer Engagement Specialist
********************** KLM ************* Assistant
In favor of *****************************:
Here below you can find a confirmation of the payment requested to the bank account provided.
************ ******************************
******* ***** ***
******* ******* ***** ****

*********************************
*** ******** *** ********** ***********
**************************************************************** **
Initial Complaint
Date:12/20/2022
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 Thursday 15th September I was due to fly from ***** to Mallorca on the second leg of a journey from ** ***. at the gate I was denied boarding along with 30 other passengers due to a flight attendant not being present. I was offered 400**R compensation and the cost of a taxi from Sevilla to my final destination of ******** to take an alternative flight to Sevilla. I agreed to this, gave card details for the 400**R payment and asked to ensure my checked bag would be transferred to the Sevilla flight. Ultimately Air France lost my baggage and did not pay me the flight compensation due under ** law. I have filed claims with Air France relating to the flight compensation and baggage. For the flight change claim, I have been told they already paid me the compensation (they have not), they have ignored my taxi expens. For the lost baggage claim I have received a partial payment. Both claims have been closed by Air France without me being notified. The Air France website is unavailable to reopen the claims and I am receiving no response to multiple calls and emails to have these claims (for which i had questions in response to correspondence) be addressed and reopened. I have asked numerous times via email to make a formal complaint/escalation and each time these are ignored. I request the claims both be properly handled and the compensation due to me be paid as soon as possible. Claim numbers are ********* and *********.
Customer Answer
Date: 01/14/2023
Better Business Bureau:

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

Sincerely,

*************************
Business Response
Date: 02/28/2023
Dear ********************,

Please find below our response to the BBB:

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 verified the situation, I am pleased to confirm that I arranged for the remaining claimed sum of $549.80 to be paid to the bank account the passenger provided in his previous claim. Please allow up to 28 working days for this to arrive.
In respect to the passengers compensation payment, I can confirm that this was paid out to a ************************* (******* ***.)acting on his behalf. If not yet received, we would urge the passenger to contact the above in order to have this situation resolved as well.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
Air France *************
Customer Answer
Date: 03/24/2023
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:12/19/2022
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.
Passengers: ********************* and ***************** Flight Date: 5 OCT 2022 Flight No: ********** (MAD/***/***)Claim Reference Number: ********** Booking Reference Number: ****** Air France lost my luggage on my flight from ******************************************************** - ************* on 5OCT 2022 (************). My luggage was originally a carry-on due to the valuable contents inside. However, right before departure from ******, the flight crew of AF1401 removed my carry-on luggage from the aircraft and required me to check it in, stating the overhead bins were too full. I was given a handwritten luggage tag that was incorrectly written and contained no luggage tracking number whatsoever. My luggage did not arrive at my final destination at ***********************************, and it has now been missing for over **************************************** the amount of $8000 from Air France in order to rectify the grave mishandling of my baggage by Air France. My luggage contains over $7500 worth of merchandise consisting of luxury handbags and gifts purchased from my trip in ******, in addition to at least $500 of my personal items including prescription eyeglasses, clothes, and shoes. I have physical copies of the receipts from the items purchased in my carry-on luggage. I filed a request for compensation with Air France on 20NOV 2022 but have not had any response yet from the airline.This is an error that should never have happened in the first place, given that my luggage was intended as a carry-on that I was forced to check-in before departure. I hope that by reaching out to BBB, this will help me to seek justice from Air France until I am compensated for the extensive physical, emotional, and financial stress that this has caused me.
Customer Answer
Date: 01/14/2023
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]
After we sent follow-up emails to the management and board of directors, Air France/KLM finally replied back after almost 2 weeks stating that they are severely backlogged, and that our case is still ongoing. They ultimately have no updates to resolve our missing luggage situation. In addition they stated that compensation times may be longer than usual due to "current global situation". It is extremely difficult, if not impossible, to get a hold of customer service: we have attempted to contact Air France via their customer service line multiple times and have been put on hold for as long as 30 minutes with no one picking up. To reiterate our complaint, our luggage, which contains over $8000 worth of merchandise, is currently still missing after 100 days. There have been little to no updates from Air France on their progress of our luggage search and compensation.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 02/02/2023
Dear BBB,

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

We have analyzed his baggage claim (**********) and we have paid our maximum liability, established by the ******** Convention. This amount equals to **** USD. Paid under file reference: C-*******.
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.

Best regards,

************************************* | Customer Engagement Specialist | **************************
Email: *****************************************
***********************, ***************** **** ******* **
Business Response
Date: 02/28/2023
Dear BBB,

We regret to learn about the inconveniences ************************** describes in his claim ********.
Your claim was resolved under DOT file reference *********, where the payment of **** USD was processed corresponding to our maximum liability regarding baggage incidents.
For any remaining balance,I would recommend that you contact your insurance company.
We respectfully maintain our resolution for your claim, as the maximum liability amount was paid according to the ******** Convention.
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: 04/11/2023
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:

The amount provided by Air France ($1,737.00 USD) only covers a fraction of the value that they lost, which is approximately $7,810.00 USD. Air France will need to pay the remaining amount in order for ** to consider this complaint as "resolved".

Sincerely,

*********************
Initial Complaint
Date:12/16/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I flew from ******** through ************************************************* in ***** to ***************** airport, and they lost three bags of mine. The bags were full of Christmas presents for my family and everything from my trip. **************** does not care and lies and says they will call back. Just adding this to the hundreds of comments I found online about other people going through this companies system and getting nothing. its criminal.
Business Response
Date: 02/06/2023
Dear BBB,

We are
sorry to learn about the situation that *** ******** describes in his claim
#******** and that his baggage was missing upon arrival in Dallas-Fort Worth on
December 14th, 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.
Our
research shows that your last item of baggage was delivered to you on December 21st.
In the absence of receipts, I have authorized a one-off contribution equivalent
to $200 which will be paid by check posted to the address which was submitted
when filing the claim.
I would
like to thank you again for your patience while dealing with your claim.

Yours
sincerely,

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

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Air France is NOT a BBB Accredited Business.