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

653 total complaints in the last 3 years.
164 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:01/26/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kindly assist us please.On the 1st May 2022, my 8 yr old son and self were denied boarding on flights 858 and 682 from ***** through ******* De Gaulle and ultimately to ******* in error due to the incompetence of the Air France Employee to interprete the annotations on our visa(********spouse and ******* Mother) *** meaning follow to join, which allowed us to travel without my spouse being on the same flight. The staff insisted that my spouse must be on the same flight and denied us boarding. The booking reference for this ticket was ******.We eventually had to buy an emergency and expensive ticket at the cost of ******** USD from ********* to fly that same night. We initiated a claim with number *********************, and have sent several emails to follow up without the Air France making a refund till date.We have gone through untold hardship, has made several emails and phone calls to recover the ******** took this long because we followed up with several emails, phone calls hoping to have a refund from Air France, all to no avail. Kindly assist us. Thank you.We are seeking the refund for;#1 Air France ticket of ******** USD (******* for self and ******* for my son). #2 The difference for the Emergency Lufthansa Ticket which was ******* USD (******** USD. - 2284.67)Total amount ******* USD
Business Response
Date: 01/27/2025
** **********
**** * ********* ********
******** **** ****** *****

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

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Customer Answer
Date: 02/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Hi,

We wish to inform you that the Air France team never attempted to contact us to resolve this issue, despite their response stating they would.

Please guide us on the next step to resolve this issue. We still need your help please.

They have consistently ignored all the efforts to reach them in the past by insisting they would reach out but never actually did.

Thanks for all you do to help us resolve this issue. Apologies for any delayed response.

Best regards,
******* ********

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

Sincerely,

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

Business Response
Date: 02/19/2025
Dear BBB
we have responded to this claim as follows:
**** ** *********** ******** **
** *******************************
**
******* ********* **** ******** ***********

Dear ******* ******** ,
We have received a letter dated 21 January 2023 from sender named: ********** of Ife ****** *******
Despite mentioning in the letter that a copy of the Visa pages were included, this was not found in the communication, neither the email address of the ***********.
However, please note that due to Data protection laws, we cannot respond to a third party without receiving the consent from the affected passengers, with their signed power of attorney and copy of their passports.

Having said this, I have revised the denied boarding situation under the names of :
******** ******* ** ***** ***** ********
**** ******* ********** ******
********** *** *** *******
*****************
*****************
** ****** *****
** *** ******* *** *** **** ******
** *** ******* *** *** **** ****

According to our records, the airport taxes for both unused tickets have been refunded as per file **************** on 22 November 2022
Pursuant to national and international law, every airline has an obligation to verify whether the passenger is in possession of valid travel documents and visa(s) and whether the passengers meet the conditions that are required to cross foreign border(s).
An airline may be held responsible by immigration authorities in the event a passenger carried by the airline is refused entry at the border due to an unjustified purpose and/or conditions of intended stay and/or incorrect travel documents.
In the event the airline has justified reasons to believe that a passenger would not meet the above requirements, the passenger may be refused to board a flight in accordance with the General Conditions of Carriage.
In this case, both passengers were refused as per ART 9 COC/CODE 1/INVALID VISA.
We trust that the above information is sufficient to justify our position with regards to this matter.

Yours sincerely,
****** ********* / Customer Engagement Specialist
Air France ***************** Assistant
Customer Answer
Date: 02/20/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
1. All the required and requested documents were sent through the various emails, customer service links and email correspondences we could lay hands on all these years. I have written several emails to Air France of which I have always attached all the travel documents. They have simply not fulfilled their part by making any REFUND.
I attached to this response, a copy of letter from our solicitor of which Air France refenced claiming that there was no email or phone no to reach us. From the attached email/letter, there was an email and phone no . In addition, they also had the option of responding to our several emails to request for any document. I can attach or forward tons of the email we sent to them if provided with an email ( from BBB) as an evidence to prove that they receive our emails, yet fail to make the refund while making untrue claims.
2. Air France never made any REFUND and if they claimed to have done so, they should provide an evidence. They should share the details of that transaction to include the account the money was deposited, the amount and the date.
3. Attached is also our valid **** document for myself and my son. Please keep in mind that we travelled with that same document , same night using ****************** without any issue. We only had to purchase an exorbitant ticket at the airport of which we also want the Air France to take the responsibility of difference in the Air Fare.
All these false claims has exposed the insincerity of the Air France dealings with us since the inception of this issue to make a refund.
ATTACHEMENTS- 1. Valid ****s( self and son) , 2. Letter which they claimed did not have a valid phone no and email. 3. one of the emails to their link to claim our refund.
It has been a nightmare to get Air France to make a refund, the traumatic experience of that night especially for my 7 year old son can never be refunded. The untrue claims from Air France about making a refund and demanding for documents is both false and unfathomable.
We are still open to have them make all the refund and compensations for their irresponsibility. That has been, and is still all we ask for.
Thank you.

I have issues uploading documents due to size , I can forward all documents If given another link . Thank you

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

Sincerely,

******* ********
Initial Complaint
Date:01/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Air France regarding a flight delay and their refusal to compensate me under EC Regulation 261/2004. Under EC Regulation 261/2004, passengers are entitled to compensation for delays of 3 hours or more on flights within the ** or operated by ** carriers. In this case, I am requesting compensation for a delay of over 3 hours on a flight operated by Air France. The reason for the delay was operational. On December 24, 2024, I was booked on flight DL8740 (operated by Air France) from *** to CDG, with a connection to flight DL8418 from CDG to GVA. The delay of DL8740 caused me to miss my connection, and I was rebooked on flight AF1842, which was also delayed. I ultimately arrived in ****** at 11:51 AM on December 25, 2024, over 3 hours later than scheduled.I filed a claim with Air France, but they denied compensation. First they erroneously claimed the delay was less than 3 hours. When I contested this because the delay was more than 3 hours, they denied the claim because they said the delay was due to a lithium battery mobile phone lost in the cabin, which required an aircraft change.Exceptions to ** ******** are made extraordinary circumstances beyond the airlines control such as severe weather and political instability. I do not believe this qualifies as an extraordinary circumstance under ** ******** *or the following reasons:1. The situation was foreseeable and preventable, as airlines have procedures to handle such incidents without major delays.2. Air France did not take reasonable steps to minimize the delay, such as resolving the issue on the same aircraft or expediting the aircraft change process.I am requesting that Air France comply with European regulations and provide the compensation owed to me for the delay.
Business Response
Date: 01/27/2025
** **********
**** * ********* ********
Subject: Your letter dated

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

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Initial Complaint
Date:01/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is beyond infuriating. I am writing to express my outrage at the abysmal, unprofessional treatment Ive endured while attempting to secure a refund for ticket ******. My parents are grieving the loss of a loved one, and your teams incompetence has added unnecessary stress to an already devastating situation. This is inexcusable.First Interaction: On my initial call, an agent dismissed me with irritation, falsely claiming nothing can be done and directing me to email **************************************** I complied immediately. No response came in 72 hoursa blatant breach of your own promise.Second Interaction (Jan 22): I called again, and a male agent confirmed your glitching email system and asked me to resend documents to another address ************************* I did so instantly. He confirmed receipt of my attachments and promised a full refund decision in ***** hours. Another lie.Third Interaction (Jan 23): When no response came, I called a third time. The agent claimed there were no attachments and no record of my prior call. She then gaslit me, insisting your broken system was my fault, and absurdly claimed she couldnt send emailsonly to later use ******************* and ************************ (which failed to receive 9 of my 10 emails because the system does not accept attachments). This is a systemic failure, not a customer error.Your teams negligence is staggering. To blame me for your technical incompetence, lose critical documents, and falsify case records is unethical and unprofessional. Youve wasted my time, dismissed my grief, and violated basic standards of decency.I request the following immediately:Full refund for ticket ****** processed to my credit card within 48 hours.Written confirmation of this refund, including a timeline for the transaction.Proof that my documents (attached again) have been received and linked to this case.
Business Response
Date: 01/24/2025
** **********
**** * ********* ********
******** **** ****** *****

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

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Customer Answer
Date: 01/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have contacted the team via phone. I have also sent the required document via email. I requested a full refund back to my credit card because 1. we cannot use it for travel for next 3-5 years; 2. the refund amount is going back to our foundation to support kids. This is also a solution that the second ***** offered/confirmed to me over the phone. **** from the phone clearly cannot understand or sympathize the situation. Therefore, I request the refund team to review it carefully without pushing it back.

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

Sincerely,

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

Business Response
Date: 02/11/2025
Dear ******** ****,

Please find below our response to the BBB:

Dear BBB,

We are deeply concerned to hear about the unfortunate circumstances described by ******** **** in her claim #********. We understand the gravity of the situation and acknowledge the distress it may have caused.

However, we must inform you that we are unable to address this claim through *********************************** (BBB). The primary reason for this decision is based on jurisdictional limitations. Specifically, the claim pertains to an itinerary that neither begins, ends, nor transits through the ************************************* a result, it falls outside the purview of the ******** BBB's regulatory authority.

We therefore encourage her to pursue the matter through the appropriate channels that govern the locations relevant to the itinerary, where her concerns can be more effectively addressed.

Best regards,

*** *****-*****
Air France ************* Assistant
Customer Answer
Date: 02/13/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Dear *** *** *****-***** and KLM/Air France ************* Team,

I am writing to express my profound disappointment and frustration regarding the handling of my refund request (C-9081258, Booking ******). Despite multiple attempts to resolve this matter through your customer service and reservation channels, including emails, phone calls, and even escalation via the BBB, *** has consistently failed to address the core issue: your agents admitted procedural error and the subsequent refusal to rectify it.

To reiterate the facts:

Your phone agent initiated the refund request herself after confirming that KLMs internal system failed to process documentation properly.

I provided the official death certificate (translated and redacted for privacy) as requested, yet your team continues to cite jurisdictional technicalities (e.g., the BBB response) rather than acknowledge your own teams missteps.

KLMs responses have been contradictory, dismissive, and entirely unproductive. Deflecting responsibility to appropriate channels while ignoring your role in this ordeal is neither acceptable nor professional.

This is not a matter of jurisdictional nuanceit is a failure of accountability. Your agents error, confirmed during our phone conversation, has caused significant distress during an already devastating time for my family. To now claim that this issue cannot be resolved through the BBB due to itinerary details, after weeks of internal mismanagement, feels disingenuous and dismissive.

I request the following:

Immediate escalation of this case to a resolution team.

Written confirmation of KLMs acknowledgment of your agents error and a clear timeline for processing the full refund, as originally promised.

No further requests for documentation or delays. All required materials have been submitted repeatedly.

I trust you will treat this with the urgency and seriousness it warrants.

Sincerely,
******** ****

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

Sincerely,

******** ****
Initial Complaint
Date:01/17/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
Hello,My wife and I have been dealing with a reimbursement claim with Air France for almost a year. Air France lost our luggage during our honeymoon in ***** on April 28th, 2024. We submitted a claim for reimbursement to cover our essential needs during the five days we were without our bags. We have provided all our receipts and documents.Unfortunately, the airline only reimbursed us $310 of the $2,837.86 requested. They claim, "some receipts are transactional receipts which are not considerable. Please share the original receipts with the list of items mentioned for our consideration."We find this absurd. They lost our bags on our honeymoon, and we had to spend 5 of our 6 days in ***** without luggage, buying essential items and documenting receipts. Nowhere on their website or in their claim process does it say we need transactional receipts. We submitted the exact receipts we were given and cannot control their type.Please help us with this case. More detailed info such as receipts, email communications, etc are in the attached files.Thank you!
Business Response
Date: 01/20/2025
** **********
**** * ********* ********
******** **** ****** *****

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

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Customer Answer
Date: 01/29/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Hello, I am trying to respond to reject the business's response through the BBB portal, but I encountered an error message stating: "Execution Timeout Expired. The timeout period elapsed prior to completion of the operation or the server is not responding." We are unsure why this issue is occurring but would like to ensure our case remains open, as the business has not contacted us. Here are the details we are attempting to respond with: Complaint ID: ******** Date Filed: 1/17/2025 We are reaching out today, Friday, January 24, 2025, to formally reject Air France's response. There has been no communication or resolution from their customer care team as promised. On January 20, 2025, we received a response from Air France through the BBB portal stating that their customer care team would contact us. However, we have not received any outside communication from them as indicated. We want to ensure this case remains open, as we are dissatisfied with Air France's performance and resolution. We are still pursuing a full reimbursement of $2,837.86. Please confirm that this response keeps the case active, and let us know if any further action is required. Thank you for your assistance. Best regards, ***** ********
Sent from ***** ******** (**************************************)

Sincerely,

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

Customer Answer
Date: 01/31/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

BBB Reference ********

Dear BBB,
We would like to formally reject Air France's response as they have yet again failed to provide a resolution and continue to issue the same response without taking accountability for their own policy.
Below in red is the response we received from Air France on Jan 28th:
BBB Reference ********

Dear ***** ****** ********,
Please find our response to the **** BBB below.
=================================================================================================================
Dear BBB,
We regret to learn of all inconveniences ** ******** describes in his claim ********.
He has already contacte dus through the ********************************* on several occasions for the same delayed bag reference ***********
We understand that he is not been reimbursed for the full amount he requested. When baggage is delayed, we are happy to assist with essential reasonable purchases upon receipt of detailed invoices, which allow us to verify the date of purchase and the type of item purchased.
Among the documents ** ******** provided, we were only able to validate purchases of 89 Euros, 90 Euros, 39 Euros, 25 Euros, and ***** Euros, totaling ****** Euros. This explains why the reimbursement was limited to 310 Dollars.
If he has other documents indicating both the date of purchase and the type of item purchased, we would be happy to review his case. We also invite him to contact his insurance (travel insurance, credit card insurance, etc.), if he has not already done so, to check the terms of his policy.
Best regards,

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

_____________________________________________________________________________________________

Response to their solution:

In their latest reply, they claim that we did not provide receipts with dates. However, our receipts do include the purchase dates. The real issue, according to Air France, is that the receipts do not specify the exact items purchased. This is entirely beyond our control, as we submitted the original receipts issued by Italian merchants.
Nowhere on Air Frances website or policy does it state that receipts must include itemized details in order to qualify for reimbursement of basic essentials. Despite raising this point multiple times, Air France has not addressed it.
We kindly request that the BBB review this matter further, as Air Frances refusal to honor their policy is unjust.
_____________________________________________________________________________________________
On a separate matter, I noticed that the address on our account is incorrect.
The current address on file is:
**********************************************************************
We would like to update this to ensure that any resolution is sent to the correct address. Please update our records with the following:
***************
Unit #****
******************
Thank you for your assistance.
Best regards,
***** ********

Sincerely,

***** ********
Initial Complaint
Date:01/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Nov 18 2024 my band flew from *****, ** to *******, ** by way of ***** (flight DL 081). Air France employees made me check my baritone saxophone. They also made two other band members check their guitars despite 5 band members spending over an hour explaining to Air France employees that these were sensitive and expensive instruments that would likely incur damage if we were forced to check them. Ticketing agents, gate agents and the flight crew all denied us a chance to carry our instruments on, again despite all of us reassuring them that we do this all the time and that we know through experience that all the instruments easily fit into overhead storage. When we were denied the last time I requested a gate check where we could retrieve our instruments from the gangway upon arrival, but we were told Air France does not offer that service. Once we boarded we noticed several empty seats, including one next to our guitar player, and another band member photographed a completely empty overhead storage bin once all passengers were loaded. Two of our instruments could definitely have fit into ***** saxophone was checked all the way to ******* and came out through the normal baggage system, not even through the oversized luggage door. It was indeed damaged, was unplayable and costed $928.20 to repair. Air France has at every stage refused to pay for damages, ultimately claiming that the invoice from the repair shop I provided looks invalid or not genuine. I had the repair technician email them to verify its authenticity, but they still refuse to pay for repairs or offer any substantive reason why they will not accept my invoice. I have included copies of all my correspondences with the airline.
Business Response
Date: 01/20/2025
** **********
**** * ********* ********
******** **** ****** *****

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

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Customer Answer
Date: 02/05/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I/we have received a reply from Air France yesterday 1/28/2025. Unfortunately their response is their original position, claiming my provided invoice is not valid despite being contacted by the repair tech themselves, and offering no explanation as to why they deem the receipt as not genuine.

I am very dissatisfied with their response and it did not resolve my complaint.

Best
*****

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

Sincerely,

***** ******

Business Response
Date: 02/17/2025
*** ********* ********
**** ***** *** *******
****** **** ***** *** ******** ** *** **** ***
==============================================================================================
Dear BBB,
We regret to learn of ** ******'s dissatisfaction with the way his case ******** was handled.
We understand that ** ****** continues to be dissatisfied with our decision.
However, I confirm that we maintain our position and are unable to accept his claim for further compensation based on instructions received by our audit department.
As a closure, please be advised that this is our final decision and therefore we will not engage in any further communication.

Best regards,

****** ****
Air France Customer Care Assistant
Customer Answer
Date: 03/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Hello BBB team!

Air France did not resolve the issue. They have maintained their completely erroneous position that the invoice I supplied was not genuine or was altered, despite offering no supporting evidence AND having been contacted by the repair tech who created the invoice to confirm its authenticity.

Thank you for all your help and support.

Best regards,
*****

Sent from my iPhone

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

Sincerely,

***** ******
Initial Complaint
Date:01/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Air France (AF) promoted flights from *** to ********* connecting in ***** CDG with Etihad (AF flight numbers); ATL check-in agent failed to provide connecting boarding pass or check bags through to AUD despite being told twice going to AUD and info in system; discovered error inside terminal; AF gate agent used computer and said she changed bags to connect to AUD and to get other boarding pass in ***** but no need to get bags there; in ***** learned bags were at carousel but not enough time to retrieve and re-check; Etihad gate agent called trying to get bags to plane, did not occur; filed claim on arrival at ***; AF did not deliver for up to 5 days; ****** contacted AF every day; expenses almost $3,000; AF replied that ****** was last flight so must claim through them and closed claim! AF chat agent said we have right for independent review. ** closed claim and no one to reach for independent review, no info given. Clear proof of ** *** agent negligence by putting *** as final destination. Letter with details, evidence and receipts provided to AF as Elite Plus flyer. AF trying to brush off claim to Etihad who never received the bags from Air France; our Apple air tags prove it.
Business Response
Date: 01/17/2025
** **********
**** * ********* ********
******** **** ****** *****

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

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Customer Answer
Date: 01/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Air France simply sent the BBB a form response. They have not contacted me. They have not reopened the claim that they closed when they tried to blame the connecting airline ****** that never received the bags from ******* in ***** (I have proof from the screenshot of the location of the bag with an AirTag and the Air France agents negligence by tagging the bags and our boarding passes as ***** for the final destination despite the connecting flight in ***** being part of Air Frances promotion and ticketing in their system to ********* with Air France flight numbers to *********). Since they closed the claim claiming that the connecting flight was the one responsible, there is no way to open the claim again on the Air France website or over the telephone because they no longer recognize the claim number or the confirmation number in their system, they essentially erased them as having been closed, so there is no recourse directly to Air France any longer. The time to reach Air France through filing a claim with ******, even though ****** has no fault, is expired since Air France took so long to respond initially. The way to raise the right to an independent objective review of the details of the claim is being hidden by Air France, effectively hiding this legal right their agent on chat wrote that we may do although the chat agent did not know how anyone can enlist this right of independent review. We are also seeking relief from the ************************* and the ****************************** This was not a delayed flight or accidental missing baggage. We have evidence of the clear negligence of a specific ticketing agent with Air France in ******* and the misinformation provided by the gate agent in ********

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

Sincerely,

***** ******

Business Response
Date: 01/29/2025
Dear BBB,
I am writing in response to the complaint filed by ***** ****** under Claim ID# ********.
We sincerely apologize for the significant stress and inconvenience that the passengers experienced during their journey from ******* **********-******* to ********* International via *********************************** on November 30 December 1, 2024. We understand how distressing it can be to face issues with baggage, especially during international travel, and we deeply regret the complications that occurred.
We appreciate the passengers taking the time to provide a detailed account of the situation and for their patience as we investigated the claim. The feedback provided is invaluable to us, and we are committed to addressing the issues raised.
As per industry regulations and protocols, the responsibility for baggage claims typically lies with the last operating carrier. In this case, ************** was the final carrier on the passengers journey to *********. Therefore, the claim will ultimately need to be redirected to ************** for resolution. I understand this may seem like an attempt to deflect responsibility, but it is a standard procedure in the airline industry to ensure proper handling of such claims.
We also apologize for any confusion caused by our initial response and for not providing clear information regarding the right to an independent review. To assist further, we recommend that the passengers contact ************** directly to expedite the resolution of their claim.
For reference, the relevant contact details for **************' baggage claims department are as follows:

Email: ********************************
Phone: ***************
Website: **********************************************

We understand the financial impact this situation has had on the passengers, with expenses amounting to over USD *******. While we cannot directly process the claim, we encourage them to submit all receipts and documentation to ************** for reimbursement consideration.

Once again, we apologize for the inconvenience and frustration this situation has caused them. We appreciate the Better Business Bureau's assistance in facilitating the resolution of this matter.
We look forward to welcoming you on board our flights again soon and hope that in future everything will be to your entire satisfaction.

Best regards,

*** *****-*****
Air France Customer Care Assistant
Customer Answer
Date: 01/30/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Again, Air France states: "As per industry regulations and protocols, the responsibility for baggage claims typically lies with the last operating carrier."
I know this. As a young lawyer, the law firm defended airlines including American in cases sometimes involving baggage. My nephew is a captain for an airlines. My sister was a flight attendant over 20 years.
This is not a typical situation. ****** was supposed to be the last operating carrier but it was not. It never received the bags.
Air France erroneously tagged the bags to ***** CDG as the final destination; erroneously issued boarding passes for Paris CDG as the final destination; Apple AirTags (screenshots) show Air France sent the bags to the Paris CDG carousel as the final destination. The Etihad gate agent in ***** in front of me called Air France multiple times urging Air France to deliver the bags to Etihad; Air France did not.
The multi-day delay was entirely the fault of Air France's check-in agent and gate agent in ATL.
As the operating carrier -- the last operating carrier to have the bags -- Air France is responsible.
Air France customer care agents have consistently failed to telephone me to discuss; they have consistently failed to escalate to a supervisor.
This is unacceptable.

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

Sincerely,

***** ******
Initial Complaint
Date:01/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
It has been over 6 months and I have not received my compensation for interim expenses for delayed baggage of 941 CAD. I have filed the complaint on Wednesday, June 26, 2024. They have closed the claim on Wednesday, September 25, 2024 but I have not received the funds into my account. I have contacted my bank but there is no received funds. I have contacted multiple agent asking for atleast a reference number to track the transfer but they never get back. ****** is the booking reference. ******** is the booking code.
Business Response
Date: 01/13/2025
** **********
**** * ********* ********
******** **** ****** *****

Dear **** *****,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Customer Answer
Date: 01/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have not yet been contacted by your support agent. Here is my complaint ID ********* and my number is ***************

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

Sincerely,

**** *****

Business Response
Date: 01/24/2025
********* **** ******** ***********
*** ********* ********
Dear **** *****,
Please find below our response to the **** BBB.
=======================================================================================================================================
Dear BBB,
We regret to learn of all inconveniences ** ***** describes in her claim number *********
Our record show that we did make a payment for baggage file reference ********** for 213,200.00 LKR based on receipts provided and accepted.
We are sorry to find out that the payment never reached ** ************** is to inform you that an internal investigation with the relevant payment and financial department has been started and we will contact ** ***** directly once we know the outcome of the investigation and whether a new payment needs to be done.
Please thank ** ***** for her patience and understanding with this matter.
Best regards,

****** ****
Air France ************* Assistant
===========================================================================================================================================================

Sent On
19/Jul/2024 10:02:15 AM
To
*******************************
Cc
S******
********* **** ******** ***********
PIR: **********
Flight: ***********
Dear **** *****,
I write about your email dated 17 July 2024 and thank you for providing the requested bank details.
Under the Montreal Convention and the General Conditions of Carriage, our passengers are entitled to the reimbursement of their proven and direct expenses. Hence, I am pleased to confirm that I have initiated the bank transfer of INR LKR ****** (equivalent to 941 CAD) to the given bank details for the First Necessity Items as per receipts provided by you. It will be credited in the coming weeks. So, I would like to ask you to please be patient in the interim period.
Furthermore, I want to let you know that I have not considered the attachment *************.jpg as unable to open it.
Here below you can find a confirmation of the payment* requested to the bank account provided.

********* *****     **** ******* *****
******* ****** *****   * * * * *****
******** *******   ******* ***
******* *******    *****
* Payment processing times can vary depending on the countries and banks involved, ranging from a few days to 60 days.
Despite this unfortunate experience, we hope to see you on board our flights again soon.
In closing, I would like to assure you that Customer Satisfaction is our priority, and your feedback is vital towards achieving this aim. Further to this email, you may receive a Customer Satisfaction Survey. Thank you for taking a few minutes out of your valuable time to provide your feedback on how I have handled this claim.
Best regards,
****** *****
Air France *************
Customer Answer
Date: 01/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Please send me the reference number for the transfer, so I can track it

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

Sincerely,

**** *****
Initial Complaint
Date:01/10/2025
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.
Lost luggage for a family of 7 travelling to the **, including a stroller that was gate checked and never recovered. Air France has paid $1700 out of a total of $3755 USD that is due to the customers. ********************** has not explained which international conventions such as ****** or ******** they follow or which regulations were used to calculate and pay only a partial payment. Air France will only they say they follow regulations but has refused to explain their rules or why they will not reimburse the full amount of replacement costs for 7 customers. ********************** also took 3 weeks to recover the luggage that was found, although not all was found. We have documentation of all costs. Air France has not been customer service centric.
Business Response
Date: 01/10/2025
** **********
**** * ********* ********
******** **** ****** *****

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

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Customer Answer
Date: 01/13/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

After multiple attempts to contact Air France and request for help, the business will not provide a reason as to why they have not provided the full reimbursement amount as requested. Additionally, Air France advised during the 3 weeks when the luggage was lost (some still never found) that reasonable reimbursement would be made with receipts provided by the customer.
Air France has not provided a clear answer as to which international conventions they follow such as the Montreal or Warsaw Conventions when it comes to luggage they have lost and how they handle reimbursements. Air France has stated they follow 'regulations' but have not agreed to answer which regulations or rules they follow.
As a customer this is extremely frustrating. I am requesting the business to provide a breakdown for my requested reimbursement and make the total payment that has been submitted with documentation. The only acceptable response is to provide the full reimbursement amount of $3,755 USD. As of today, Air France still owes me $2055 USD. If Air France continues to refuse to pay, my request to the BBB is that Air France provide a detailed and specific explanation for the missing $2055. An answer such as 'we follow regulations' is not acceptable. Thank you

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

Sincerely,

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

Business Response
Date: 01/24/2025
********* **** ******** ***********
*** ********* ********

Dear ******** ******,
Please find below our response to the BBB.
=====================================================================================================================
Dear BBB,
We regret to learn of all the inconveniences *** ****** describes in his case number *********
Our records show, however, that we have already settled his luggage incident file ********** by paying maximum liability amount established by the Montreal Convention of 1999 for USD1729 as per email below.
Please, advise *** ****** that no further payments will be made in relation to that file as we have already informed him on numerous occasions.
This is our final position on this matter and the passenger is respectfully advised to pursue this matter via the available legal channels in his country of residence if he wishes to do so.
Best regards,
****** ****
Air France ************* Assistant
================================================================================================================================
**** **
*********** ******** **
To
*********************
Cc
Subject
Regarding your request: ***********
Dear ******** ******,
Thank you for your message.
I understand that your baggage was delayed when you travelled with us from ******** to ******* on July 16th, 2024.

Please accept my sincere apologies on behalf of Air France.
Under the Montreal Convention and the General Conditions of Carriage, the airline is liable for a damage caused by a baggage incident up to the amount of 1288 SDR (Special Drawing Rights) = 1729 USD, at todays conversion rate.
I am aware that you submitted receipts for ******* USD.
However, I will not be able to reimburse your proven expenses in full because they exceed the amount of 1288 SDR.
Here below you can find a confirmation of the payment* requested to the bank account provided.

********* *****     ******** ******
******* ****** *****   ****** ********
******** *******   ***** ***
******* *******    ***** ****
* Payment processing times can vary depending on the countries and banks involved, ranging from a few days to 60 days.
We look forward to welcoming you on board our flights again soon and hope that in future everything will be to your entire satisfaction.
Best regards,
********* ******
Air France ************* Assistant

Customer Answer
Date: 01/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
It does not appear that Air France is reading the request correctly or they are choosing to ignore the rules of the Montreal Convention which they reference in their response.
There were a total of seven (7) customers on the reservation. ********************** continues to advise no further payments will be made and referenced the maximum amount was paid. However, this is based on Air France taking care of one (1) passenger per the Montreal Convention. Air France has not accounted for payments to the other six (6) customers who were travelling and also impacted and are also covered by the Montreal Convention.
Can we please get an explanation from Air France why they will not follow the Montreal Convention for all passengers and issue payments accordingly? Or, why Air France will not answer accurately for all seven customers affected? If ********************** continues to not pay or not answer, can Air France please explain why only one passenger is covered by the Montreal Convention and the others are not?
Thank you

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

Sincerely,

******** ******
Initial Complaint
Date:01/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I flew from *********** to ****** via *****, and my baggage was delayed in *****. I filed a claim with Air France, but they have not gotten back to me. When I try to check the status, the website doesn't work anymore. I looked online and everybody says I should just contact you directly So maybe you can help me. I'm trying to get compensation for the items I had to purchase because I did not have my bag. I would really really really appreciate your help. Thank you!
Business Response
Date: 01/10/2025
** **********
**** * ********* ********
******** **** ****** *****
Dear ***** *******,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Initial Complaint
Date:01/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/9/24 my wife and I boarded an Air France flight from *** to ***** and then on to ***** for about $2k. The flight to ***** was delayed for 5 hours and then canceled. We were offered a hotel at 1:00 am and told to return at 7:30 am. We learned of a passenger bill of rights granting $400 per person for a delayed flight and $600 for a canceled flight, but Air France indicated this only applies when flying to and from an ** country. We arrived at 7:30 am to be rebooked to ***** and boarded a flight going from ***** to ****, but missed the connecting flight when the flight was late to ****. This flight was from and to two ** countries and this flight delay should qualify us for $400 each. Air France told us: 1) there were no more direct flights to ***** that day; 2) they would provide a hotel and a flight the following day; and 3) that Air France didnt have a relationship with Air Egypt. Having missed a day of our tour and one days hotel cost, we paid Egypt Air to take us from **** to ***** at a cost of $894.00 and met passengers who were on the previous nights canceled flight. We made a claim for this $894 for the cost of the flight, along with $120 for missing the first day at the hotel and $152.74 for a missed dinner cruise. We arrived in ***** and Air France informed us that our luggage was lost so we paid $35.00 for the hotel to clean our clothes, but their service was closed when we arrived. We purchased clothing the next day for approximately $500.00. A day later, we learned of a 48-hour limit on obtaining lost luggage and canceled a half day of our tour to travel to the airport to see if they had our luggage. Three of the four bags we checked were located, but the fourth bag was not. Our return flight to *** was delayed for six hours. Air France insisted that only flights to and from ** countries were eligible for $400 each for delayed flights. Why doesn't the passenger bill of rights apply to Americans traveling on Air France?
Business Response
Date: 01/09/2025
** **********
**** * ********* ********
******** **** ****** *****

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

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Customer Answer
Date: 02/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I still have not had a resolution towards my claim and have been advised that the ** Passenger Bill of rights applies to my situation and I expect compensation for the two late flights and the canceled flight as well as the ******* I spent for another flight and to purchase clothing

Sincerely,

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

Business Response
Date: 03/12/2025
Dear BBB,

I regret to hear that ****** ****** and ******* ***** are dissatisfied with our response to their claim #********.

However, we have thoroughly reviewed the case and stand by our previous comments. There is nothing further to add.

We have also read very carefully the facts reported by the passenger and are disheartened to learn of their belief that the treatment other passengers received was in some way discriminatory.

Quality of service is essential at Air France, and we understand that our clients expect the highest level of respect and courtesy when a situation needs to be addressed. We deeply regret the poor impression left by the experience reported by the passenger, and because their testimony is highly important to us, we feel it is right to inquire fully into the various matters concerned.

We assure you that we do our utmost to try to always satisfy our clients whenever possible. Regretfully, in the specific situation reported, we have been unable to reconstruct the facts as they were reported, and we are truly sorry for the poor impression left by this unfortunate incident.
Air France staff are required and committed to uphold the strict criteria that the company lays down, outlining that a passengers age, cultural background, disability, gender, religious, ethical or moral beliefs, race, or sexual orientation should not interfere with any aspect of the service to which they are entitled. We are an international organization employing multicultural staff and we do not tolerate such behavior.

It is of great concern to us to learn that as a result of their trip, the passengers confidence in our company was shaken.Beyond our apologies, we would like to thank the passenger for taking the time and trouble to share their feelings with us, as we understand the quality of service can always be improved.

Best regards,

*** *******
Air France ************* Assistant
Customer Answer
Date: 03/19/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Thank you for mediating this dispute between Air France and my wife and me. We have been attempting to receive compensation for a 5-hour delay and a canceled flight on December 10, 2024; a missed connecting flight to ***** via **** on December 11, 2024 that saw Air France lose 3 of the 4 pieces of our luggage; and for a 6-hour delay on our return trip from *****, ***** via ***** to the ** on December 23, 2024. As noted, we did receive $961.50 after Air France Flight AF1104 was delayed getting to **** when we purchased tickets on Egypt Airs Flight MS792 to get us to ****** According to the ************** Passenger Bill of Rights Article 3(b), we are still owed:

1,200 (compensation for Flight AF0568s cancellation and delay of over 5 hours);
$272.74 for missed hotel stay and dinner cruise;
1,200 (compensation for Flight AF1104 being delayed to **** resulting in our not arriving in time to board Italian Air Flight AZ0894 for a total delay at destination that exceeded 3 hours);
1,200 (compensation for a 6-hour delay traveling from ***** to SFO via *****);
$664.09 under Montreal Convention MC99 for losing our luggage for three days while trying to blame *************

Air Frances position is constantly changing. They indicate they stand by their previous comments, but which comments are they referring to?

Air France initially said that Flight AF0568 was cancelled because of operational reasons, which caused our flight insurance carrier to deny our claim. They now say: The flight was initially delayed due to damage during loading operations, followed by further delays caused by the offloading of baggage from sick passengers. Unfortunately, due to some unruly passengers, police were called to assist in disembarking all passengers, leading to the postponement of the flight to the next day. This is not a cancellation for operational reasons and our complaint to you noted the flight was canceled because of their racism towards the Egyptian customers on the flight. Which is the comment they stand by?
Air France initially said that they denied our claim citing ************** 264/2004 Article 3(a) which states it is for passengers departing from an airport situated in the territory of a Member State subject to the provisions of the **** Treaty. Air France specifically writes: According to the ** Passenger Rights Regulation (EC) No 261/2004, passengers may be entitled to compensation for delays and cancellations. However, since the booking was from a non-************** departure point (************************) to a non-************** arrival point (*****), with transit points being irrelevant in this instance, ** regulation 261/2004 does not apply under Article 3a). Air France indicates it is denying relief under ************** 264/2004 Article 3(a) yet provided Care that is a duty under ************** 264/2004 Article 9 and reimbursed us for buying alternative transportation under ************** 264/2004 Article 7. Additionally, since we seek relief under ************** 264/2004 Article 3(b) - Section (b) applies: to passengers departing from an airport in a third country and arriving at an airport in the territory of a Member State subject to the provisions of the Treaty, unless such passengers receive benefits or compensation and assistance in that third country, if the operating air carrier operating the flight is a Community carrier. We cited a European Court of Justice case of ******* -v- Emirates (C-173/07) *********************************************************************************************************************************************************************** where the court held that Article 3, applies: (a) to passengers departing from an airport situated in the territory of a Member State subject to the provisions of the **** Treaty; AND (b) to passengers departing from an airport in a third country and arriving at an airport in the territory of a Member State subject to the provisions of the Treaty, unless such passengers receive benefits or compensation and assistance in that third country, if the operating air carrier operating the flight is a Community carrier. The following chart from a law firm website shows this:

*
*********

** *******

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

**** ** ** **

*******

*******

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

*******

*******

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

*******

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

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

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

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

Regarding our lost luggage, Air France has stated that under the Montreal Convention and the General Conditions of Carriage, the airline that operated the last flight handles the compensation process, in this case, ************ However, because Air France Flight AF1104 was delayed getting to ****, neither my wife, nor me, nor our luggage was ever aboard ************* Air Frances AF1104 was the last flight that had our luggage on board and as such, compensation is due from Air France. It is an undisputed fact that 3 of the 4 pieces of luggage were located with Air France in ***** on December 13, 2024, after I had to tip the Air France customer service agent and two customs officials to retrieve them. It is puzzling that Air France understood this when repaying us for flying on Egypt Air MS792, but not when it means they must pay for our damages for operating the last flight that had our luggage on it. It is not physically possible for our luggage to have been put on a plane that we were too late to also board.
Air France has repeatedly indicated that the ************** Passenger Bill of Rights does not apply to us, and we cant receive compensation for flight delays and flight cancellations since our flight started and ended outside of the **. We cited two cases under ************** case law: C-537/17 ******* and ******** *esk aerolinie ********************************************************; ******************************************************* - the Court of Justice of the ************** which confirmed that the right to compensation for long delays of flights applies to connecting flights from the ** to non-** countries with stopovers outside the ** where these flights were booked as a single unit. These three cases show a pattern of bad faith on their organizations part since European case law applies to connecting flights from the ** to non-** countries even if there are stopovers outside the *** Two law firms and the Department of Transportation also dispute this assertion with the *** writing: *** ****** may be entitled to compensation under ** regulations. He may contact the ******************* at the following website: *********************************************************; And more information about ** departures and passenger rights are explained using the following link: ******************************************************************************************
According to the ** Passenger Bill of Rights the Department of Transportation point to the test is if the carrier is licensed in the **, not if the flight was within the **:

If our flight is within the ** and is operated either by an ** or a non-** airline;
If our flight arrives in the ** from outside the ** and is operated by an ** airline; or
If our flight departs from the ** to a non-** country operated by an ** or a non-** airline

Please note our complaint on your website, as well as the following correspondence from U.S. Senator **** ******* and the ******************************** investigation indicating: We have entered your constituent's complaint in our computerized industry monitoring system, and the company will be charged with the complaint in our monthly Air Travel Consumer Report. This report is distributed to the industry and made available to the news media and the public so that both consumers and air travel companies can compare the complaint records of individual airlines and tour operators. This system also serves as a basis for rulemaking, legislation, and research. We also use these complaints to track trends or spot areas of concern which we feel may warrant further action in the future.

Now that Air France has definitively indicated it will not pay us any further compensation, we have no choice but to initiate litigation to recover the amounts we are owed, as well as for breach of good faith which works like our pain and suffering causes of action in American courts. Air France will never have to worry about us or anyone we know flying their racist airline, ever again.

Thank you again for your assistance.

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

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

Sincerely,

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

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