Complaints

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

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• 

  Air France

  125 West 55th Street, FL2 New York, NY 10019-5384

• 

  Air France

  21 Logan Airport East Boston, MA 02128

• 

  Airfrance

  PO Box 20980 Atlanta, GA 30320-0980

• 

  Air France

  DFW airport Coppell, TX 75019

• 

  Air France

  725 S Figueroa St Los Angeles, CA 90017-5524

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:08/22/2022

  Type:Order 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 writing for your assistance with AirFrance.On April 1, 2022, My wife (****** ***********************) and I were returning home from ***** France flying AirFrance. We departed ***** slightly light (Around 2PM) and were in the air when the plane turned around near the southern coast of France. An announcement was made saying that the plane had a mechanical issue and we would need to return to *****. The plane landed around 5:30PM. We waited in line until well past midnight for vouchers and experience extremely inept AirFrance customer service management (Around midnight, after standing in line for more than six hours, we asked the manager why he wasnt over at the counter assisting customers (He was on the other side of the terminal) and his response was that he has employees to do that for him). We were rebooked on a flight the next day (Not direct to ******, but indirect to *** connecting to ******). We were provided food vouchers after Midnight (After everything had closed), a hotel voucher, and a cab voucher.I filed delay compensation Claims on 4/4/22 for both myself and my wife (claim C-******* For myself and claim C-******* for my wife. The first response was received on 4/28/22 from ***************************, Air France KLM ******** Care Assistant. **** confirmed This is indeed a situation where you are entitled to legal compensation under the ** regulation 261/2004. And then proceeded to ask that we send our bank account information via email. On the same day, I responded andefused to send our information via unsecure email and I requested a different way to provide bank account information or for them to mail a check. I then followed up on 5/10/22 as AirFrance did not respond to my initial email on 4/28/22. AirFrance finally responded on 5/20/22 highlighting their very secure servers which they keep the bank account information on and again asked that I send our bank account information via email.

  Business Response

  Date: 09/01/2022

  Dear BBB,
  
  We regret to learn about the inconveniences ************ describes in his claim #********.
  
  According to our systems, a payment was made to his bank account on August 25th 2022. Please allow up to 28 working days for this to credit.
  
  Yours sincerely,
  
  ***********************************
  Air France Customer *********** us why here...

• Initial Complaint

  Date:08/18/2022

  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 August 16th 2022 I flew directly from ***** (airport code ***) to Santorini (airport code ***) with Air France. I checked 3 pieces of luggage. One medium sized dark green AWAY hard luggage. A carry-on sized dark green AWAY hard luggage, and a crossbody soft grey handbag that they asked me to check secondary to a lack of over the head bin space. They lost 2 pieces of my luggage. The largest piece with most of my clothes/shoes and also the handbag with all of my toiletries. They found the handbag barcode# ******** and I picked it up from the airport on the evening of 08/16/22. Later that evening I received an email stating they found my other piece of luggage barcode# *******. I went to the airport the next day 8/17/22 twice just to find out that my luggage was not there like they said it was. RT to the airport is 130 euros. I went there a total of 3 times. The staff at the *********** handling luggage is a third party vendor with no information. AlRFRANCE does not pick up the phone lines. The lost luggage department at JTR does not pick up the phone lines. When you ask to speak to a manager they tell you it is not possible. In order for me to have received an email stating my luggage was at JTR it had to have been scanned in. Why can't they find my luggage now? Why doesn't anyone know where it is? The last scan had to be in JTR. Someone must've stolen it. I had over 15k worth of high end clothing shoes and handbags but they tell you the limit is 3k. There's no way I should be out of 12k secondary to the fault of the airline. They keep telling me it's in route or on the next plane. Three planes came here directly from ***** and my luggage wasn't on either of them. They continuously lie and say the luggage is In route to me. I want my Luggage back or proper compensation for replacement. I believe someone must've gone through my luggage and saw that I had expensive handbags and shoes and stole it.

  Business Response

  Date: 09/01/2022

  Dear BBB,
  
  We regret to learn about the inconveniences ******************* describes in her claims #******** and #********.
  
  We consider the efficient handling of customersbaggage 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 **** 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:
  
  **** ********* *** ****
  ************ **
  *****
  
  I would like to thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  Air France *************

  Customer Answer

  Date: 09/10/2022

  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:

  [What is the **** amount for ? Ive provided proof of what *** spent secondary to the loss of my luggage and that amount is insufficient. In addition to that. I need to know exactly what Im being paid out for, is that amount for the amount that I spent while in Europe ?? Or is that amount for the luggage and its contents? I need to be reimbursed for both! The safe handling of consumers luggage is NOT the number one priority, as evidenced by the millions of bags that have been lost w/o any sense of urgency to be sent back to the rightful owners. Im apart of a viral support group on FB called Airfrance lost my luggage there are thousands of stories like mine. No updates, no reimbursements. You cant talk to anyone on the phone that knows anything. The world tracer isnt accurate and the information doesnt correspond at all with what the staff tells you. I need to know what exactly that payment is for. I spent approximately ***** USD buying clothes and shoes and ** taxi to and from the airport to retrieve my luggage because everyday they told me it would be on the next flight which was always a lie! The ** price to the airport was 130 euros and I went twice a day daily. Ive also attached the amount I spent on clothes and shoes while I was there for 3 weeks ! I sent in an itemized list of what was inside of my luggage as well and **** doesnt even begin to scratch the tip of that iceberg. Please they need to specify what the amount that is supposedly going to be allotted is for. They are supposed to reimburse you money for what was spent abroad in addition to what was lost in the luggage and I havent received payment for either of them. Its also pretty sad that I had to contact the BBB for a response. Up until this point theyve been completely unresponsive! If that amount is for what Ive spent its insufficient and then when will I be alotted money for replacement of my actual lost items. If that money is for my actual lost items its still insufficient and then when will I be reimbursed for what I actually spent including the price of my luggage ?? 

   

   

   

   

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

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

  Business Response

  Date: 09/21/2022

  Dear BBB,
  
  We regret to learn ******************* continues to view her claims #******** and #******** as unresolved.
  
  As stated previously, Air France will gladly reimburse the reasonable cost of lost items up to the legal limits set by the Montreal Convention (1999) of 1288 SDR (Special Drawing Rights). I can confirm that this payment has already been authorized and subsequently posted to the address ******************** stated in her claim.
  
  However, we will have to refer her to her private travel insurance provider if applicable for any sum that she wants to claim above the legal threshold. We can also confirm that ******************* did not purchase an Excess Value Declaration at the time of check-in.
  
  Best regards,
  
  ***********************************
  Air France *************

• Initial Complaint

  Date:08/17/2022

  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.

  On Air France flights on July 2, 2022, from *********, *******, to ******, *******, with a layover at ************************************************* in *****, France, two checked bags belonging to my wife and to me were lost, apparently at *************************************************. We realized the bags were delayed or lost when they did not arrive at ******, *******, when we did. We promptly filed lost baggage notices with the airline and were assigned case numbers ********** (for ***********************************) and ********** (for ******************)Every day we have been checking the status of our baggage situation using the link provided on the Air France website* *******************************. Each day there would be no progress reported. After 40 days with absolutely no word from Air France nor any change in our online dossiers, we filed for financial compensation using the form here: *******************************. (Someone on a Reddit sub-forum told us about this online claim form. We still had not heard a single word from Air France.)Our claims for financial compensation were apparently accepted, as we were assigned claim number C-******* (for ******************) and C-******* (for ***********************************). On the financial compensation form, there was a section where we could provide banking information to expedite our receipt of compensation. My banking information was not accepted. Finally, I had to submit our claims without providing banking information. I followed up shortly afterword, amending our claims by suggesting that Air France could compensate us using my Paypal account or by crediting funds to the same **************** card on which I purchased our tickets originally from Air France.After 45 days of no changes today I checked using the World Tracer link to find this message: "L'accs votre dossier n'est plus disponible. Merci de contacter la compagnie arienne pour plus d'informations." I tried to contact Air France by telephone but was directed back to the original website.

  Business Response

  Date: 08/31/2022

  Dear BBB,
  
  We regret to learn about the inconveniences *** *** describes in his claim #********.
  
  We consider the efficient handling of customersbaggage 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 cost of your purchases in accordance with the Montreal Convention (****). We have already received your inventories for your baggage claim files. Therefore, we would be grateful if you could also provide us with the following details of *** **** **** account:
  
               Bank transfer details including the Bank Account Number together with the routing number, name of the ****, address of the ****, currency of your account, full name and address of the account holder (USA).
  
  I would like to thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  Air France Customer Care
  

  Customer Answer

  Date: 09/12/2022

  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:

  TO AIR FRANCE (attn: ************************ ******):

  
  Please note my corrected address:

  
  ******************
  **** *************
  ********** ** ***** ***
  Tel. ***************

  
  
  The address you cited earlier, which I believe you said you retrieved from my BBB complaint or file, is *not* correct. The street numbers appear to be transposed.

  
  Please correct the address before the reimbursement checks are mailed. I dont believe the checks will be properly delivered with the incorrect address.

  
  Thank you very much.

   

   

   

   

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

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

• Initial Complaint

  Date:08/17/2022

  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.

  I flew to ***** from ****** with a layover in ******. Virgin Atlantic did not put one of my bags on the plane until the NEXT day. One of my bags was gate checked due to it being an instrument. Neither of my bags were at ***** when I arrived. The fact that one of my bags was not even put on the plane until a day after I flew out is absolutely insane to me. Because of both of my bags not arriving, I had to spend over $1000 in emergency supplies such as toiletries and clothes, along with even more to rent musical equipment such as a bass, pedals, and an amp that were all lost as I was going to Europe to play concerts, including a festival with over ****** attendees. Not only the actual cost of replacing these items, but the time lost, and the mental strain this put on me. Other members of the band were carrying merchandise such as records, hats, and cymbals that also were lost. This caused us to lose out on several thousand dollars of merch sales, along with additional rental fees. I have called dozens of times and have received no information or a ***** in reimbursement. I was also told that they are just now processing reimbursements for emergency expenses from December 2021 which is absolutely unacceptable. I received one of my bags 2 weeks after I flew. What happened to my bass guitar is absolutely mind blowing. It shows it was delivered to my apartment via roadie, however I checked with my apartment and they never received it in the locked and secured mail room. I asked my neighbor and she said that it was left on my door step in my apartment. No one delivers to the doors in my apartments, since we have a mail room. It was likely stolen and there are no cameras or records of anything. Disgusted that they would take a personal item of mine and deliver it in this way and never contact me to ask where I would like it left. I have heard nothing and received no contact, or assistance, and I have nowhere else to turn.

  Business Response

  Date: 08/31/2022

  Dear BBB,
  
  We regret to learn about the inconveniences **************** describes in his claim #********.
  
  We consider the efficient handling of customersbaggage 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 **** 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:
  
  **** ******* ****** **** ***
  ******* **
  *****
  
  I would like to thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  Air France *************

• Initial Complaint

  Date:08/15/2022

  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.

  We had to cancel my parent's trip because of health emergency.I have been waiting for a refund for 87 days. That's 3 months.I requested the refund on May 20th. They said it would be 3 weeks. I called a month later, they said it would be a minimum of 3 weeks but up to 6 weeks.I just got off the phone and they said its 3-5 Months and that earlier I "was given wrong information" about when to expect a refund. I paid 2200$ for this trip and I need that refund to rebook for September. If I do not get the refund, I will not be able to book the trip.

  Business Response

  Date: 08/30/2022

  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.
  
  In your message, I understand that you still haven't received the refund of your tickets.
  
  However, I am pleased to let you know that your refund request has been transferred to our ****************** and will be considered as an urgent matter.
  
  Please be aware that transactions normally take some time to go through.
  
  I would like to thank you for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  Air France *************

  Customer Answer

  Date: 10/03/2022

  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]

   

  Hi,

  I would like to reopen the complaint. I have been travelling and been unable to respond on time to the update.

  The business has not addressed my issue.

  After 4 months, they  refunded me 500$ from a total of 2400$ spent. They have no explanation for this other than that if I am not satisfied to open a claim. I did and have not received any updates for over a week.

  The ticket was bought during covid with a policy of refund and/or voucher. They have given me neither and are now ignoring my requests 

  They have completely ruined my vacation plans and held $2400 hostage for 18 weeks.

  Please help.

  This is in regard to refund request #********.

  Thank you.

   

   

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

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

  Business Response

  Date: 10/06/2022

  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.
  As the previously requested refund does not appear to have been dealt with in its entirety, I can confirm I have authorized a payment for the entirety of the remaining ticket value, 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 Customer CareTell us why here...

• Initial Complaint

  Date:08/15/2022

  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.

  May 31, 2022 at 12:01 AM, I mistakenly purchased a flight for myself, ************************* and my girlfriend, **** Natal for the wrong time. Air France booking reference number ******. The flights total were $2,757.54. This was charged to my ******** Express Card under Air France *** ********, ********. The same day I realized my mistake, May 31, 2022 and canceled the flight at 5:08 PM, 17 hours after booking, requesting a refund from Air France: Reason Code Refund within 24 hours of booking. Air France sent me a confirmation email that they received this refund request with the time stamp proving less than 24 hours. ID number: ****************. According to transportation.gov USA law states that all airlines operating in and out of ***- all airlines purchased at least seven days before a flight schedule departure date, airlines are required to allow consumers to cancel the reservation and receive a full refund without a penalty for 24 hours. **************** has not been able to help me, as I have filed a charge dispute with them 3 times. Air France has refused to offer any solution, stating that the flight was non-refundable. The law is clear, and Air France is refusing to uphold the department of transportation law to be legally obligated to provide a full refund of canceled in 24 hours. Air France has not provided an explanation of how they can break this law as they operate in and out of ***, they billed me from ********, ***, and have proven that I canceled within 17 hours. I have attempted to call Air France on the phone and am unable to get a hold of anyone to request a refund, credit, or a voucher for future use. The flight was scheduled 8/3-8/13. As of now, I have lost $2,757.54 and Air France is offering no solution. Please help!

  Business Response

  Date: 08/30/2022

  Dear BBB,
  
  We are sorry to learn about the situation that ************** describes in his claim #********.
  After verification, I note that the refund of your ticket back onto your original form of payment was processed on June 2nd. I further note that a refund request for only this ticket was submitted. Nevertheless, I have submitted a refund request for the second ticket on your behalf and this should be processed back onto your original form of payment within the next 28 working days at the latest.
  I would like to thank you again for your patience while dealing with your claim.

  
  Yours sincerely,

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

  Customer Answer

  Date: 10/07/2022

  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:

  AirFrance has failed to provide the agreed upon refund within the 28 business day timeframe that they promised. I was on the phone with them for over 30 minutes today, providing all of this information again, and communicated that the refund had not occurred as promised. They put me on hold for 20 minutes and would not pick back up. They still did not help to finalize this.

   

   

   

   

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

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

  Business Response

  Date: 12/05/2022

  Dear BBB,
  
  After further verification with Accounts, I once again confirm that the refund of ticket ************** (**************) had been processed back onto the original form of payment on June 2nd.
  In order to expedite this claim in relation to the yet to be refunded ticket *************1 (**************), I confirm that I have asked for a payment reflecting the ticket value to be made to ***************. This will be processed as check, sent to the address the claimant initially provided and should arrive within the next 28 working days at the latest.
  I would like to thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  Air France *************

  Customer Answer

  Date: 12/09/2022

  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]

  AirFrance has communicated three different times that they would provide refunds by a certain date. I do not want this closed until I actually receive what AirFrance communicates will be up to an additional 28 days. Thank you. 

   

   

   

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

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

• Initial Complaint

  Date:08/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 24th, 2022, I booked round-trip flights from ******, **** to ******** from AIR France for my mother, ***********************. Her departure flight was on March 29th, 2022 and her return flight was on September 11th, 2022. Unfortunately, my brother, ******************* died on June 1st, 2022. So, my mother had to travel pressingly back to ****. AIR France stated that the ticket would be refunded if I provided proof of death and kinship, which I did by providing my brother's death certificate (attached below) on July 6th, 2022. However, my refund has still not been processed.I would appreciate it if Air France could process my refund ASAP.

  Business Response

  Date: 08/30/2022

  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 as well as my sincere condolences. I can assure you that no discourtesy was intended.
  
  In your message, I understand that you still haven't received the refund of your tickets.
  
  However, I am pleased to let you know that your refund request has been transferred to our ****************** and will be considered as an urgent matter.
  
  Please be aware that transactions normally take some time to go through.
  
  I would like to thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  Air France *************

  Customer Answer

  Date: 09/19/2022

  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:
  

  
  Good Afternoon,
  
  Despite their repeated assurances, AIR France has still not refunded the airfare. It's now been 3 months since the request was sent and 1 month since the BBB complaint.
  
  Thank you for your help,
  
  ***************************
  
  

  Business Response

  Date: 10/24/2022

  Dear BBB,
  
  After receiving the requested copy of the Death Certificate, I can confirm that we have communicated this with our ******************* I can also confirm that we have asked for a new 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 apologize for the amount of time it has taken to resolve your query and thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  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.
  
   

  Good afternoon,

   

  My complaint was resolved. AirFrance refunded the tickets. 

   

  Thank you for your help!

   

  Best,

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

   

  Complaint # ********

   
  
  
   
  
  

• Initial Complaint

  Date:08/12/2022

  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.

  On June 10,2022 I purchased 2 plane tickets to Europe, total cost $2,228.24, which was paid through Pay Pal. My traveling companion was unexpectedly diagnosed with cancer and the trip needed to be cancelled. I went online to obtain a voucher for the tickets and unexplainably it apparently went through as a refund request. There was no follow up correspondence from Air France, and on July 15 I received notice fro Pay Pal that I received refunds of $123.67, and $127.67. I contacted Air France and requested vouchers for the remaining money of $1976.90.They advised me that this was not possible and told me to write a complaint. I sent an email to the address given. I never received a reply but did find on their website a note indicating they have issued 2 travel vouchers. When I called Air France they informed me the vouchers were for $37.50 and $54.00. I believe this is fraud and all I am asking for is a voucher for the remaining money for a trip I cannot take.

  Business Response

  Date: 08/25/2022

  Dear BBB,
  
  We are deeply sorry to learn about the situation that ************** describes in her claim #********.
  
  We confirm that we have asked for the applicable remaining value of her purchased tickets to be refunded back to the original mode of payment.
  
  Please kindly allow up to 21 working days for this payment to clear into her bank account.
  
  Best regards,
  
  ***********************************
  Air France *************

• Initial Complaint

  Date:08/10/2022

  Type:Product 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.

  On July 22, 2022, when I was checking in for my flight from ***************** to Pars (Ticket # *************) with an Air France agent at the airport, I took an offer for a paid upgrade of my booking from Economy to Business AFTER the agent confirmed that I will be seated next to my minor daughter. However, after we boarded the plane and occupied our seats assigned when we paid for the upgrade, the crew removed me from my seat in order to satisfy wishes of another passenger to take that seat. The crew did not invoke safety, security of force major reasons when removing me from my seat. The other passenger was traveling alone. This incident caused substantial embarrassment and distress to me and my daughter. I spent nearly the entire flight trying to calm her.I believe that Air France did not deliver the upgrade service as agreed (to seat me together with my daughter as promised at check in). In addition the crew violated Air Frances commitment to seat minor passengers 14 years and younger with a parent. Therefore, I would like to get a refund of the upgrade fee that I paid (receipt # *************). Please note I am not asking for a refund of the base fare for transportation from my origin to destination.I filed a claim for a refund of the upgrade fee with Air France, Claim # *********, but I still have not heard from the company.

  Business Response

  Date: 08/23/2022

  Dear BBB,
  
  We regret to learn about the inconveniences ********************** describes in his claim #********.
  As per our records, ********************** did travel in Business Class. It also appears that the children on this booking as well as on booking ****** were seated with the second adult travelling with him in row 19 (seats 19E, 19F and 19L). We therefore have to reject his claim in full.
  
  Yours sincerely,
  
  ***********************************
  Air France ******** Care Assistant

  Customer Answer

  Date: 08/24/2022

  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 airline's response did not address the main issue in my complaint that it did not deliver the service as agreed at check in: to seat me together with my daughter as promised at the time when I paid for the upgrade to business class.

  When removing me from my seat assigned at check in, the airline didn't invoke safety, security, or force major reasons.

  I demand a refund of the upgrade fee due to failure to deliver the service as agreed.

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

  
  

  Business Response

  Date: 10/28/2022

  Dear BBB,
  
  We regret to learn about the inconveniences ********************** describes in his claim #********.
  
  As stated previously, according to our records, ********************** did travel in Business Class. It also appears that the children on this booking as well as on booking ****** were seated with the second adult travelling with him in row 19 (seats 19E, 19F and 19L). Please be advised that since ********************** travelled in his booked class there is no legal basis for a refund of a service he received. In addition, not being sat next to his daughter does not constitute an entitlement for a refund in this case either, since the children on this booking were still sat with the second booked adult. We therefore have to reject his claim in full.
  
  Yours sincerely,
  
  ***********************************
  Air France *************

  Customer Answer

  Date: 11/01/2022

  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:

  When I made the payment the business agreed to seat me together with my family. The business did not deliver that services as agreed. The business accepts the fact that the service was not delivered as agreed but somehow the business believes that they were entitled not to deliver the service and keep the payment.
  

   

   

   

   

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

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

• Initial Complaint

  Date:08/10/2022

  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.

  Upon arriving to the airport Monday, August 1, 2022, my husband and myself were going to check in at the kiosk and check in luggage. I had a Air France voucher from a flight that I had vouchered and reused to purchase a fight with my husband. Initially when we did the voucher refund his name was misspelled and I had to call back and they gave him a complete separate ticket. My ticket was still originally with the first voucher refund transaction and he had a complete separate ticket. When we arrived to the kiosk they had told us that hes on the flight but I am not on the flight. At *** from 430 to about 6:30 in the morning before a 7 AM flight I was running in between three different airlines as well as customer service waiting in lines trying to figure out where my ticket was I showed proof of my electronic ticket but there was no passenger registered as my name. I explained that my name is correct here theres no mistakes and I am on the flight. Frantically being on the phone up until the last time you can purchase a ticket with Air France I was not getting on the line with anybody. I had to purchase a ticket even though I had a electronic ticket to the same exact flight. I spent $365.05 USDOn the same ticket for the same flight. After we arrived to destination I tried making some phone calls to both airlines since I had a ticket that was supposed to be with an affiliate airline. I called affiliated airline first but they explain to me thats not their issue and that the issue relies with Air France. I spoke to Air France and they reassured me the ticket should work the electronic ticket is for a return flight. They offered me a possibility to use my ticket again. But I explain to them that at this point all I wanted was to be reimbursed. Upon arriving Monday, August 8, 2022 to my return flight home my ticket was not working and they had told me that my ticket was canceled. I to purchase another ticket for the same flight that I was a passenger on for $985 USD.

  Business Response

  Date: 08/25/2022

  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 receipt of a copy of her second purchased ticket, we are going to process a refund of the original ticket in addition to the difference paid for her newly purchased ones.
  
  Yours sincerely,
  
  ***********************************
  Air France *************