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Business Profile

Airlines

Air France

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Air France's headquarters and its corporate-owned locations. To view all corporate locations, see

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Air France has 17 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/06/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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# C-******* and C-*******.

      Business Response

      Date: 09/29/2022


      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 11th.

      Best regards,

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

    • Initial Complaint

      Date:09/02/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 with AirFrance from ******* ** to *****, France. My luggage did not arrive and was delayed for 3 days. When I reported the missing luggage I was told by the representative that AirFrance would compensate $100 for each day the luggage was delayed as I would have to purchase clothes, toiletries, etc. I filed a claim on the AirFrance website for compensation on June 14, 2022. I also called AirFrance and was just told that an email would be sent to the claims department. I am filing this complaint as I have been waiting for 3 months to receive compensation of $300.

      Customer Answer

      Date: 09/29/2022

      At this time, I have been contacted directly by Air France regarding complaint ID ********, however my complaint has NOT been resolved because:

      [Your Answer Here]

       

       I received an email from AirFrance on 9/24 stating that they would send my refund to my bank account. However the refund has not credited to my account yet. I will mark this issue resolved as soon as the refund appears in my bank account. Thank you!

       

       

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

      Sincerely,

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

      Business Response

      Date: 11/10/2022

      Dear BBB,

      Regarding claim #********, we can confirm that a payment was made to the Bank account ************* provided us with on September 24th. This was authorized by our ******************* on September 28th. According to this information available to us, we are of the view that the funds should have since been credited.

      Best regards,

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

      Customer Answer

      Date: 11/10/2022

      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:09/01/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 ***** Airlines from *********** to ************* and then Air France from ************* to *****. My luggage was left in *************. Now I am in ***** without essential items that I need because Air France left my luggage in *************. After filing a report with Air France to document the issues with delivery of my luggage, I have been unable to obtain an update on the whereabouts of my luggage. Although Air France may contend that no more than a day has passed since the loss, because essential items were contained in the luggage, such a slow response is not acceptable. The Air France is confusing and unhelpful. It indicates research pending and that I should renew my request. It is unclear what that means, and I cannot get anyone on the phone to explain.

    • Initial Complaint

      Date:08/31/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I travelled with my family from *******-New *****-******* (May 21st -June 20th, 2022). While returning back to ******* from ********* on June 20th , 2022, we checked in 6 bags. Upon arrival at ******* we didn't receive any baggage. Most of our baggage were delayed over a week and we received 5 bags over a period of **** days and till today after more than 2 months we haven't received the last bag. Upon arrival at ******* I filled a missing baggage complain (file attached here) and filed a complain for reimbursement. I tried to contact Airfrance several times but failed. Since I didn't get any baggage I have to purchase new clothing, and I submitted the bills for reimbursement. The lost bag will worth at least $1500.00.

      Customer Answer

      Date: 09/26/2022

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 10/13/2022

      Dear BBB,

      We are sorry to learn about the situation that ****************** describes in his claim #********.
      First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
      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.
      As per our systems, I can confirm that Air France already authorized and processed a refund of the passengers first needs expenses on August 31st.
      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 address which was submitted when filing the claim. This can take up to 28 working days to arrive.

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

      Yours sincerely,

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

    • Initial Complaint

      Date:08/31/2022

      Type:Order Issues
      Status:
      Resolved
      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 traveled from *** to ***** in July on Air France reservation Code ******, on premium economy. Upon my return, Air France was delayed 3 hours, lost my connection, put me on another flight, VS141 on 7/27. My seat was regular economy, Virgin Atlantic made me pay 509 Euros to upgrade to premium economy. AF owes me the 509 Euroes I paid VS, and the diffeence in the price between Regular and premium economy that I paid on my original ticket. Thanks for your help and cooperation.

      Business Response

      Date: 09/23/2022

      Dear BBB,

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

      We understand that the passenger was not able to travel as planned and can confirm that upon being forwarded of an invoice of her purchased upgrade, we are going to process a refund of this to the passenger. Please also be advised that a refund in fare difference of her original ticket is not applicable in this situation.

      Yours sincerely,

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

      Customer Answer

      Date: 09/26/2022

      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 have attached the receipt requested by Air France to refund me the upgrade I had to pay to *************** Airlines, due to the cencelation of my original trip.

      Sincerely,

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



       


    • Initial Complaint

      Date:08/31/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of Transaction: April 3, 2022 Flights: ****** to ****** 3 passengers, $825 each, total $2475.Business committed to abide by the ** regulation 261/2004: After cancelling our second flight from ****** to ***** same day as our trip was planned, and since we were checked in, Expedia was unable to change or cancel the third flight. We were also unable to reach Air France in any way as requested by their email (no representatives in Austin ******** ***** system was down as per the notification). Expedia representatives asked us to travel to ****** and find a representative there. There was no one there to help us. Our luggage got stuck at ******** as our second flight got canceled. No gate attendant of Air France flights would help as it was not in their capabilities. No Air France or KLM representative was available. We called local and international Air France offices with no response. ******** lounge personnel communicated with Air France locally in ****** with no help in sight. After 8 hours of waiting, we booked ******** Airlines Flights on our budget. Our luggage was delayed but handed to us by ******** 9 days later even though Air France lost them. Air France has declined our claims of refund for their promised customer assistance, rerouting, rebooking and baggage assistance as shown in their email response (uploaded ). We have asked for Refund of the ******** Ticket amount as that should have been handled by themselves. They have finally agreed to reinvestigate our ****** to ***** Cancelled flight and our lost luggage after multiple emails and phone calls. However, we see this as a cheap bargain as their ****** ***** flights cost $70 and that is not equivalent to the price we paid overall, physically and financially, for their shortcomings. Claim number: C-******* - Claim under my Wife's name (*******************)Refund requested and not asking for the luggage delay refund is equivalent to ******** Airlines Flight price: ******** USD on June 30 Thank you

      Business Response

      Date: 10/06/2022

      Dear BBB,

      We are
      sorry to learn about the situation that * *** ********* describes in his claim
      #*********
      First of
      all, please accept my apologies for the belated reply. I can assure you that no
      discourtesy was intended.
      As per our
      systems, I can confirm that Air France already authorized and processed a
      refund of the remaining open ticket segments of the passengers’ tickets on
      August 26th.
      I have
      therefore authorized a further payment reflecting the difference between the
      refunded amount and the newly purchased ticket with Emirates, which will be
      paid onto the bank account that **** ******’ provided us with in her previous
      claim. This should clear 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
      Customer Care

      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:08/31/2022

      Type:Product Issues
      Status:
      Answered
      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 traveled to ***** from *******(***) on Jul 3rd(Booking ref: ******). When we landed in ***** our luggage was missing. After contacting/communicating air France for more that 50 days we haven't received our luggage. Finally air France declared that luggage might not come and asked us to contact customer care. After talking to customer care they asked us to provide receipts for the items in the luggage. We provided receipts we had. Now airfrance is not honoring receipts provided. On top of it Air France is deposit money into our bank account without our consent(forcefully closing this issue). Because of airfrace we lost 1000$ worth of luggage which had baby milk powder and medicines, our kid got sick because of using a different milk powder. Air france does not understand the inconvenience and health risk it caused to our family. Please look into this issue and take it proper authorities so that air france provide us proper compensation for our lost luggage, inconvenience and health risk it caused.

      Business Response

      Date: 09/20/2022

      Dear BBB,

      We regret to learn about the inconveniences *************************** describes in his claim # ********.
      As per our telephone conversation on 20/09/2022, I am please to process a payment of ***** INR (200 USD) to the account ending in ****, to resolve the claim.

      Yours sincerely,

      *****************************
      Air France KLM ************* Assistant

    • Initial Complaint

      Date:08/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      July 2nd My family of four flew to ***** via Lufthansa with two checked bags. Lufthansa rescheduled our flight to an Air France flight. Air France lost both of our checked bags. Neither bag was returned to our family until after 21 days. Per the Montreal Convention our family should have been compensated for our lost/missing luggage regardless of if the luggage was returned. Our luggage was returned on day 22 (for one bag) and day 31 (for the second bag). Almost two months later no compensation has been provided for this inconvenience which caused loss of travel time, loss of time with family, stress and anguish. Additionally, our family traveled to attend a wedding, so we need to purchase clothes and necessities. Per Air Frances policies and the Montreal Convention we should be reimbursed for these necessities. We filed for reimbursement on around July 27 and as of today (August 29) we still have not been issued reimbursement not has Air France followed-up with us. Finally, one of our two bags was damaged with a broken zipper after being lost by Air France for 31 days. It is now August 29th (well over 21 days) and we have not received compensation nor contact from Air France regarding these issues. When in France we called daily and were hung up on by Air France since the phones where overloaded (the company timed out calls after waiting on the line for 2 hours each time) and our online ******** chat timed out multiple times without Air France response or help. Once in the US, we were able to get in touch with Air France via phone, however it has been our family contacting and calling Air France for follow-up. Air France has not helped or been proactive to help resolve the three aforementioned issues.

      Business Response

      Date: 09/23/2022

      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 23rd and will be posted to the address ******************* provided in her claim within the next 28 working days.

      Yours sincerely,

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

    • Initial Complaint

      Date:08/23/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Air France lost our baby stroller on June 14th during a flight from ***, to *****, to ********. The flight code for her flight was ******, her name is **************** and the claim for the lost baggage number is **********. They promised reimbursement after 21 days if they have not recovered the baggage. They haven't. But I can't find a single human being or website to give me information on reimbursement. I have tweeted, called, and emailed, and they always refer me to a dead-end website where I can file a claim, which I did weeks ago. I am furious at their lack of interest or response

      Business Response

      Date: 09/08/2022

      Dear BBB,

      We regret to learn about the inconveniences *** ***********;describes in his claim #******** on behalf of **************

      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.

      In order for us to process the payment for *** ********** we kindly ask *************** to send a signed power attorney and proof of ID from *** ********* authorising *************** to receive a payment on her behalf.

      Also for her to indicate if she prefers to receive the payment via bank transfer or via check.

      Should she wish to receive a bank transfer, we require the following information.

      Name of account holder, 
      Address of account holder, 
      Name of bank, 
      Account number of 12 digits
      Bank code, which for the USA is the 9 digit routing number

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

      Yours sincerely,

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

    • Initial Complaint

      Date:08/23/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      In my opinion, Airfrance is operating like a scam organization and I dont think it has any professional ethics.I booked my one way journey with Airfrance. Confirmation no: ****** for Aug 6th flying from ****** to *******. I booked a premier economy for myself and 3 others in my family ( so total 4).On Jul 29th, I logged in my Airfrance home page to reuquest special assistance for my wife who needed wheelchair. and to my surprise I saw the message that my flight has been cancelled. Airfrance never sent me a single email before or after letting me know that my international flight has been cancelled.!!!Web page didn't allow me to look for any other flights. Then I couldn't find any numbers where I can reach customer service. Finally I accidentally stumble upon a no that is actually meant for wheelchair assistance. The Agent mentioned that they dont have any flights +- 7 days with premier economy. And told me that there is one flight for earlier day but I have to take economy class. And that's my only reasonable option.I had no choice but to take that option. She asked me to flle a claim with airfrace for refund. Since 7/30/2022, I have filed a claim: C-******* on airfrance claim site. And only option I see is Claim in progress. When I tried calling customer service, I kept getting tossed one reservation desk to another. And finally one agent said that only way I can connect claims desk is by emailing them at ******************************************* So I emailed them but no response.How can a developed country airline operate like this!? There is almost no customer service. They dont even notify their registered customers about flight cancellations through automated email!!!

      Business Response

      Date: 09/28/2022

      Dear BBB,

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

      We understand that the passengers were not able to travel as planned and can confirm we have authorized our ****************** to process a refund of the fare difference between the purchased travel class (Premium Economy) and the class of actual travel (Economy). This will be reimbursed onto the original form of payment.

      Please allow up to 28 working days for this to clear.

      Yours sincerely,

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

      Customer Answer

      Date: 09/30/2022

      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.

      And I really to thank BBB for their support in this. It would not have been possible without their support

      Sincerely,

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



       


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