Business Profile

Airlines

Air France

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

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.

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:09/14/2022
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 on Air France on Flight Number DL **** from **********) to *********** (***) on June 18, 2022. I checked two bags, with tag numbers ********** and *********. Neither bag arrived in *********** and I immediately filed a lost baggage complaint. I received a reference number *********** A few days later my first bag (tag number **********) was found and delivered to my home. However, almost 3 months later, my second bag (tag number *********) has never been found and today's date is September 14, 2022. I followed up numerous times, and filed a claim with Air France under Claim Number: *********. I included a copy of my missing inventory, and provided a description of the bag and all of its contents. I constantly checked the website for updates under both ********** and the Claim Number *********. I was constantly told there were no updates. Today, I went to do a status check and the website indicated it could not find my claim using any of those numbers. They simply deleted my claim and I have never received any response or compensation for my missing valuables. I called numerous numbers and was told that all they could do is re-open my claim because it is showing that my claim was closed. This is completely unacceptable and very upsetting. I have no idea if my bag is still in France, or if it ever arrived at ***. I would really like an answer, and am happy to go to *** and search through all the bags myself if that's what it takes, because there were items in the bag of significant nostalgic value that I consider irreplaceable. At a minimum, I should be compensated for my loss. The internet is overflowing with similar stories about Air France. This is really not okay.
Business Response
Date: 10/04/2022
Dear *******************************,

Please find below our response to the BBB:

Dear BBB,

We regret to learn about the inconveniences ****************************** describes in his claim #********.
We consider the efficient handling of customers baggage to be of prime importance. However, as with any system involving human and mechanical interaction, there are some occasions when irregularities occur. You have our commitment that we are not complacent on this matter and we are doing all we can to improve our baggage handling services in the future.
Air France will gladly reimburse the reasonable cost of your lost items up to the legal limits set by the Montreal Convention (1999) of 1288 SDR (Special Drawing Rights). I can confirm that I have authorized a payment reflecting this amount, which will be paid by cheque posted to the following address, which was submitted when filing the claim:

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

This can take up to 28 working days to arrive.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
Air France *************
Customer Answer
Date: 10/06/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is SOMEWHAT satisfactory to me and the matter has been PARTIALLY resolved.

However, I would like to know whether accepting payment means I will never receive my luggage. I had many irreplaceable pieces of jewelry in that suitcase and would like the opportunity to look through the unclaimed luggage for my suitcase if that option is available to me. Is there any chance the luggage ultimately arrived at the *******************?

Sincerely,

******************************************
Initial Complaint
Date:09/14/2022
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.
Purchased a ticket to fly from ********* to ********, France September 2. Upon my arrival my luggage was lost, I filed a claim for my lost luggage but I am unable to be compensated for what I spent while my luggage was lost. It is absolutely impossible to file online as the website will not recognize my reservation number ****** and it is absolutely impossible to talk to any agent to get help, everyone keeps redirecting me to their website, which does not work. On top of losing my luggage my whole 8 hour flight did not have wifi although the flight advertised it did. After spending **** on a trip that doesnt have wifi, loses your luggage and wont reimburse your spending I am extremely upset with this company.
Customer Answer
Date: 10/08/2022
Better Business Bureau:

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

Sincerely,

****** *******
Business Response
Date: 10/12/2022
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.
I can confirm I have authorized a payment for the passengers documented incurred expenses, which will be paid by cheque posted to the address submitted by the passenger when filing the claim:

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

This should arrive within the next 28 working days at the latest.

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

Yours sincerely,

***********************************
Air France *************
Initial Complaint
Date:09/13/2022
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.
We received via email flight rebooking details from Air France on 12 September 2022 at 10 PM with instructions to confirm within 24 hours (passenger unable to fly on original booking) We telephoned immediately to confirm this rebooking and to pay the change fee. Agent confirmed rebooking but Air France system failed to accept credit payment, after three attempts, because of "back office" issue (payment well within card limits and no hold alert from ************* We called a second time same evening and a third time at 10 AM on 13 September, the first to try payment again only to learn that portions of itinerary were not yet booked, the second in the AM only to learn that portions of the flight had been fully booked to other parties. We asked why we were sent itinerary details with request to confirm and pay change fee within 24 hours only to experience an AF system failure, a conflicting message about extent of rebooking, and then on the third call, that all seats already taken on portions of the itineraryall this within 12 -14 hours of original notice.AF email is encrypted such that we can neither download as a file nor copy/paste to create a file. We can, however, provide the booking reference ( ******). We can forward as an email to you. Please confirm your email address. WE ASK FOR AIR FRANCE TO TAKE RESPONSIBILITY AND FULFILL ITINERARY. NO EXPLANATION FOR BACK OFFICE FAILURE TO ACCEPT PAYMENT WAS OFFERED. THEY DISCONNECTED. WE HAVE SPENT HOURS ON THE ****** INITIALLY WAITING FOR SOMEONE TO PICK UP (*********** AND *****) AND HOURS ON HOLD WHILE DIFFERENT AGENT EACH TIME CHECKED OUT WHAT'S GOING ON. WE HAVE TRAVELLED INTERNATIONALLY MANY TIMES AND HAVE NEVER ENCOUNTERED SUCH POOR "SERVICE". MOREOVER, WE LIKELY HAVE TO REDO THE **** (FROM US EMBASSY IN MADAGASCAR) THAT WE ARRANGED FOR THE TRAVELLER WHICH ADDS ONLY MORE STRESS TO THIS SITUATION.
Business Response
Date: 10/04/2022
Good morning **********************

We very much appreciate your prompt follow up and communication to us. I now can attach two documents that clearly show the back office confusion at Air France.

1.0 The "Sept 11" attachment which we received on Sunday 11 Sept. at 01:38 PM showed the correct rebooking details,(ie, a departure on 16 September) which we had arranged a few days earlier in communication with Air France (the telephone number on the ** website takes one to ***************)

2.0 The *************** document which we received two days later on ** letterhead on Tuesday 13 September at 12:22 confirms the identical itinerary with a departure beginning on 06 September,

3.0 Both documents have the same Booking Reference of ******

4.0 We also received on14 September on ** letterhead the correct departure date, which we sent to our contact in **********. When our contact went to the ** office in ************ (**********) to confirm, the ** representative said that their system did not show this and that the only departure date there remained 06 September.

5.0 As such even if the passenger went to check in with a print out of the Sept. 16 itinerary the agent would state that their "system" shows only a 06 departure.

There is a serious disconnect between ** *** and ** *********** which creates confusion and stress. We thought that we had confirmation of the rebooking, but have been going in circles ever since. We have never encountered such difficulty with a carrier in the past. WE need immediate resolution and it can only be in in **'s long term interest to eradicate whatever is causing this kind of situation.

Thank you

*******************
************
Customer Answer
Date: 10/13/2022
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]

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

Thank you for your message today. We are not aware of an earlier message from BBB ******** which may explain why we did not respond. We apologize for missing this and will follow more closely going forward.

Air France has not contacted us and today I sent an email to Delta and Air France executives for a resolution. We were never contacted back by AF to complete rescheduling in time (Sept 16 attempted rescheduling) and ended purchasing another ticket for the same purpose. We are now requesting to reclassify the first ticket so that a different traveler may use. Full details in narrative attached as sent to Delta/Air France,

We will be looking closely for any follow up and will revert.

Thank you again for your continuing expert assistance in this matter,

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

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

Sincerely,

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

Business Response
Date: 11/28/2022
Dear BBB,

We have noted the passengers response and apologize for the belated reply.

I can confirm that we would exceptionally be able to re-issue the travel voucher on the name of **** ***************** In order to proceed with this, we would have to request a copy of a signed power of attorney from **** ************ (as the named passenger on the booking).

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

Yours sincerely,

***********************************
Air France *************
Customer Answer
Date: 12/05/2022
Better Business Bureau:

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

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

This responds to your communication of November 28 on Subject

See below the requested document. Please advise at your earliest convenience confirmation details in connection with this voucher transfer authorization.

Thank you very much for your attention to this matter.

Kind regards

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

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

Sincerely,

*******************
Initial Complaint
Date:09/12/2022
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 have called and emailed FlyingBlue several times regarding missing XP. I was told I would be contacted back. It's been over a month and partial XP were credited but not the full amount. FlyingBlue representatives said they cannot transfer me to a supervisor. I also asked for mailing address and they said they cannot provide me with a mailing address. I would like to speak with someone from the executive office. ***************************** **********
Business Response
Date: 10/03/2022
Dear ***************,

Please find below our response to the BBB:

Dear BBB,

We regret to learn about the inconveniences **************** describes in his claim #********.
I can confirm that we have forwarded his query to the FlyingBlue frequent flier department, who will act on his request accordingly.
Best regards,

***********************************
KLM *************
Customer Answer
Date: 10/05/2022
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 asked for a phone call from the business and I never received one.

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

Sincerely,

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

Business Response
Date: 10/11/2022
Dear BBB,

Please be advised that we have forwarded **************** a response received from Flying Blue regarding his XP request.

Best regards,

Max
Customer Answer
Date: 10/12/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and although they did not contact me via telephone as requested, my issue has finally been resolved by their foreign call center.

Sincerely,

*****************************
Initial Complaint
Date:09/09/2022
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.
My family flew Air France on July 2nd, ********************************************** to *****, ** thru *****, France. (airline reference number ******. 2 of our bags were lost. We received one of them after 8 days and the other was deemed lost after 21 days (but returned over a month later). Luggage file reference numbers ********** and **********. I proceeded to call and track daily. When the time limits to submit claims had passed, I submitted claims with detailed receipts for necessity purchases and items in the lost suitcase - one of which was a retainer for my son I had to immediately replace at the cost of $400. Claim numbers are: C-******* and C-*******. Further the bag delivered was destroyed which I added to the complaint. It has now been 9 weeks and compensation still has not been received. Further, I can not complete a claim with credit card insurance as they need final disbursement and letter from Air France on the claims. Calling, messaging and even tweeting have been unhelpful as they claim all financial claims are handled by a difference department. No emails have been sent from Air France or updates given. I have sent to Air France, all related itineraries, PIR forms, receipts, and tickets. Please help me resolve this, as money is tight and I spent over $1,000 on unforeseen expenses due to the missing baggage and I am owed compensation under the law and the Montreal Convention for suitcase deemed lost after 21 days. I have upheld my duties as a passenger and gone to extreme lengths to locate and submit all receipts. I have not once been contacted about my claims and no progress seems to have been made. I did provide banking information but no deposits.
Business Response
Date: 09/26/2022
Dear BBB,

We regret to learn about the inconveniences ******************* describes in her claim #********.
I can confirm that two payments by cheque reflecting the Maximum Liability of Air France under the terms of the Montreal Convention (****) were authorized on September 26th and will be posted to the address ******************* provided in her claim within the next 28 working days.

Yours sincerely,

***********************************
Air France *************
Customer Answer
Date: 09/27/2022
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 message is addressed to a ******************* and references a different claims ID - not my information. Now if this message was intended for me and for my claim and name can they please reply correctly. It would be an acceptable solution but I worry that all the information in the response is wrong.

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

Sincerely,

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

Business Response
Date: 10/13/2022
Dear BBB,

We regret to learn about the inconveniences *************** describes in her claim #********.
I can confirm that two payments by cheque reflecting the Maximum Liability of Air France under the terms of the Montreal Convention (****) were authorized on September 26th and will be posted to the address *************** provided in her claim within the next 21 working days.
Yours sincerely,

***********************************
Air France *************
Customer Answer
Date: 10/20/2022
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:09/09/2022
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 bought a ticket from *** to ****** back in February 21th. I cancelled the same ticket on March 26th , it was living *** on 04/21/22.at that time Air France told me I was going to receive my refund within 3 to 5 months. Every time I call Air France its a different story or answer. I did dispute the charge with my CC but I didnt have any luck . The Ticket cancellation # is ********. I need my refund asap . This is not acceptable. **************** is the worst service they can have, they dont have the knowledge and also they hung up the phone.
Customer Answer
Date: 10/03/2022
Better Business Bureau:

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

Sincerely,

*****************************
Business Response
Date: 10/10/2022
Dear BBB,

We regret to learn about the situation *************** describes in her claim #******** and would like to offer our sincere apologies.
After communicating with our ******************* I can confirm that we have asked for a refund request to be opened and to be treated with urgency. The details of this have been sent to the passengers private e-mail address.
Kindly allow up to 28 working days for this refund to appear back on the original payment card used.

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

Yours sincerely,

***********************************
Air France *************
Customer Answer
Date: 10/23/2022
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. I did receive the refund . Thank you so much for your help

Sincerely,

*****************************
Initial Complaint
Date:09/08/2022
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.
On 6/17/2022 I flew on AF6236. My booking reference was ******. Air France lost my baggage on this flight and it has yet to be returned to me. I submitted required documentation in a timely manner. My claim reference is *********.It has been nearly 3 months since my baggage was lost. I have attempted to contact Air France's customer service multiple times. On ******** their customer service says they cannot answer questions regarding baggage. When I call on the phone it is a minimum wait time of 1 hour on every call that I have made. I have gotten limited responses uses the claim reference in the online portal. I have called Air France weekly since 6.17.2022. They cannot tell me if they know where my baggage is, if it will be returned, if it is lost, or if I will be compensated. I am way passed the 21 days required to get a refund on my lost items. I have submitted receipts that detail everything that is in my baggage. I will attach those receipts to this claim. I have also submitted receipts for items that I was forced to buy do to my lost baggage in the middle of my trip. I will also attach those receipts. I am unable to get a clear answer from anyone. Additionally, many of the customer agents I have talked to do not speak English as their first language. Consequently, getting accurate communication on the phone has been incredibly difficult. At various times, I have been told that my baggage was lost, en route, and found. Also I have been told that a refund is processing. I was told that my claim was being "expedited" about a month ago. I have been incredibly reasonable throughout this entire process. But, I think that waiting 3 months for my bag or my refund is unreasonable. Dealing with customer service has been a maze of *** and downs. I hope that my baggage can be returned or that my payment for lost baggage can be processed. Otherwise, my valuables are gone with no end to this saga in sight.
Customer Answer
Date: 10/02/2022
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:09/07/2022
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.
We were on flight AF1105 from *********) to **********) on 9 January 2022. While we were in the air, the flight was diverted to **********) due to a technical issue with the engine. As a result, we missed our connecting flight AF010 to ******** (***), and we were rebooked on the next available flights, AF1013 and AF008 on 9 January 2022. As a result of these issues, we experienced considerable hours of delay in arriving to ********. Therefore, we submitted a request for compensation to Air France KLM on 10 January 2022. In early March, the airline reached out twice for additional documentation, which we immediately provided, and now we have not heard back from them since 7 March 2022. It's now been 8 months since the claim was initiated, and it's been 6 months with no response or updates. ** guidelines suggest that these claims should receive a response within 2 months, so I have been more than patient in letting this case sit idly for 6 months. This delay has become unacceptable, and if I do not hear back soon, I will not hesitate to file a complaint with ** government authorities as well as the *******************************. Please escalate and process my case without any further delay. The case number is C-******* Thank you.
Customer Answer
Date: 10/05/2022
At this time, I have been contacted directly by Air France regarding complaint ID ********, however my complaint has NOT been resolved because:

On September 19th, after waiting 8 months, I finally received an email saying that my delay compensation was being transmitted to my bank account, but the agent only approved $300 when we are in fact owed $600 total ($300 per passenger).

This claim was for TWO PASSENGERS: myself and my husband. We were on the same reservation, and I took all the necessary steps to ensure compensation for his ticket, as well. LOOK AT THE DOCUMENTATION THAT WAS PROVIDED. I provided a mutually signed letter, all of our boarding passes, his passport, and even our marriage certificate. It is RIDICULOUS that it took more than 8 months for us to get here, and now you only provided compensation for one of the two passengers. Rest assured that I will continue to pursue this claim until you handle this properly. I have absolutely lost all respect and patience for Air France KLM. This is unacceptable.

Please process the same compensation for my husband IMMEDIATELY, or I will file complaints with the ***************** and with the *******************************. I will also be leaving comments on social media and telling friends about the terrible service level at Air France KLM.

This is in reference to claim: *********

Regards,
*************************************
Business Response
Date: 02/09/2023
Dear BBB,

After receiving the passengers response that he is yet to receive his check, I can confirm that I have asked for a transfer of the sum to the bank account that **************** has provided us with in his previous claim. Please allow up to 28 working days for this to credit.

Best regards,

***********************************
Air France *************
Customer Answer
Date: 03/05/2023
Better Business Bureau:

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

It is now March 5, and I still have not received the funds in my account.

Business Response
Date: 03/09/2023
BBB ID# ********
Dear BBB,

Due to some issues in issuing another check to **************** I can confirm that we have arranged for a payment of $300.00 to be made to his bank account ending ****.This left our accounts on March 8th and should credit within the next 21 working days.

Best regards,

***********************************
KLM Customer Care
Initial Complaint
Date:09/06/2022
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.
Hi - I filed a complaint online with the details: Votre demande concernant AIR FRANCE KLM a bien t enregistre: [********* on 8/26/2022), the flight was on 8/19/2022.I simply reached out to Airfrance to change the flight date/time of my daughter's ticket while she was in Paris (I purchased four tickets ******/***** Direct). I would have been happy to pay any change fee and make the ticket adjustment. What took place next is hard to believe - after several rounds of calls to customer service (each taking no less than 2 hours), I was told repeatedly there were system issues and I would need to call back later, when I asked to speak with a supervisor I was told no one was available to speak with me. During a number of calls I was told that the flight change had been made and even received emails making it appear that way. Having little confidence that was the case, I actually went to a ticket office in ****** ****************** to finally ensure this change was made. While at the airport the Air France **************** team was unsure how to help, they struggled with the computer system. Eventually, I was told the change was made and my daughter would have no issues at the airport in *****.It turned out she did have an issue, she was not seated on the flight and my wife had to pay $1,200 US to get her a seat (which we had to pay since we were at the airport)This is a completely unacceptable business practice - a simple flight change should require a ***** min call to customer service. I spent 5-6 hours on the phone and 3-4 hours at the airport ticket office and still was unsuccessful. I can provide additional documentation as needed. Thank you for your consideration,****
Business Response
Date: 10/31/2022
Dear BBB,

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

Having looked at the original ticket, we can confirm that the original fare class (T)book had a requirement of a minimum stay of 7 days, which was fulfilled by the initial itinerary. As the ********** would have been under 7 days following a change to the booking, it was necessary to recalculate the ticket fare. In order to change the ticket to a fare allowing for a stay of under 7 days, there was a need to upgrade the ticket to a higher fare level in economy which permitted this, the next available being H-class. The fare difference of this was EUR ******* in addition to an unaccompanied minor fee of EUR *****, which was charged at the airport .
The change in ticket also resulted in the passenger having to travel as an unaccompanied minor (UM), which required additional checks before checking in. This is why ultimately our colleagues in ****** were unable to complete the changes locally. We apologize for the inconvenience that this has caused.

Yours sincerely,

***********************************
Air France *************
Initial Complaint
Date:09/06/2022
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.
On June 7, 2022 I traveled on AirFrance from ******* ***** to ***** France. I did not get my luggage for 2 days. When I did get my luggage it was completely drench and wet. All the clothes, make up, toiletries, blankets, shoes were wet. First of all AirFrance said they will reimburse $100 for each day we did not received our baggage. I filed a claim on June 14, **** and I have heard nothing from AirFrance. Every time I check on their website it said it is still processing. It has been almost 3 months now. AirFrance Claim# ********* and *********.
Business Response
Date: 09/29/2022
Dear *************,

Please find below our response to the BBB:

Dear BBB,

We regret to learn about the inconveniences ************* describes in her claim #********.
According to our systems, a payment for the first needs expenses connected to the delay of her baggage was already made on September 8th.

Best regards,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Air France is NOT a BBB Accredited Business.