Business Profile

Airlines

Air France

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Complaints

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

Customer Complaints Summary

654 total complaints in the last 3 years.
165 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/08/2022
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.
my flight was 5late on 06/23, flight AF019 with no explanation at all. all the flughts were delayed creating a massive mess in the checkin area. we waited 4h in line standing with no given food and no water. i got covid in the line, couldnt work for 2 days, *** entire familly and extended then got covid. to add to this horrible situation we are trying relentlessly to modify our way back from paris to new york with agents playing dumb and tellinb us that our tickets need to be cancel and rebooked in order to modify and that the difference in price should be 750k miles )or 900k miles when talking to a different agent. that makes about 7k to just modify a ticket paris to new york for my familly. of course no manager are available to help us with all these. ***** is responding to messenger chats. we have been using this air france company for years and they became beyond human tolerant as we can t discuss with their agents who most of the call i made were blatlantly lying to us. i m asking for 5000$ dammages or i will make sure that all that story is well known
Business Response
Date: 08/23/2022
Dear BBB,

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

Flight AF019 on June 23rd 2022 was delayed due to a check-in system failure affecting *********** on that day. As a result of this, passengers are not entitled to any monetary compensation under the terms of ***Regulation 261/2004.

Addressing his comments about changing tickets, we would like to confirm that the tickets in reservation ****** were reward tickets, which were purchased subject to specific restrictions. A rebooking is dependent on availability and if there is a difference in fare, additional miles may be required.

Yours sincerely,

***********************************
Air France ******** Care Assistant
Customer Answer
Date: 08/23/2022
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 the technical issue was specific to airfrance flights and airfrance checking. no food or water was provided for 5h packed line and no information , ALL OTHers airlines were working correclty and tume . this issue was something specific to air france. and nothing was done to even help us. i reitarate my request for a full refund at least. they could have us checked in through delta for example as it was working perfectly with delta. regarding the request to change my ticket flight back to new york, i have contacted several time air france services and had ezactly 5 quotes to change for the same ticket back ranging from like 7k to 15k evrytime with a different agent. so there s definetly an issue there, no agent was conprehensive of the issue, the website and rules specify and i double chelced that my tickets are modifiable!!! but their process add us cancelled and rebooked for a one way ticket ao for sure the price went through the roof. this is a lack of customer service, especially with people like me who accumate miles of air france!! i request a further investigation into all these matters.

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

Sincerely,

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

Business Response
Date: 09/06/2022
Dear BBB,

We regret to learn that **************** was left unsatisfied with our previous response.
While we understand the passengers current sentiment, we maintain that his flight AF019 on June 23rd 2022 was delayed due to a check-in system failure over which we as an airline have no control over.
Addressing his comments about changing tickets, we would like to confirm that the tickets in reservation ****** were indeed modifiable, however due to their nature as reward tickets subject to specific restrictions. Again, a rebooking is dependent on availability and if there is a difference in fare, additional miles may be required.
Unfortunately,there is nothing further we can add that has not already been clarified in our previous reply.
Best regards,

***********************************
Air France Customer Care
Initial Complaint
Date:08/02/2022
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.
1. I will use the date of May 9th, 2022, as the date of the final transaction of $3100 for an over-the-counter price for a one-way ticket from ***** to ******. This was caused by a series of problems from a Feb 17th, 2022, illegal charge of our credit card initiated by AirFrance.2. I filed a complaint to AirFrance and got a "I regret to learn" reply and they didnt get the point of the described issue and didnt admit anything was done wrong. 3. The nature of the dispute is that AirFrance charged our credit card without telling us *and* cancelled a specific ticket without telling us. Charging to our credit card without getting our consent was illegal to begin with. No communication after the cancellation of the ticket eventually caused us to pay a very high price for a return ticket from ***** to ******.4. Air France didnt try to resolve this issue.5. The amount of the original purchase was $900 for a one-way ticket from ***** to ******. The ticket was purchased from a travel agency and the price paid after AirFrance's wrongdoing was $3100 at the counter of AirFrance at Nice airport in France. In the whole process. Aside from AirFrance, neither party knew about it.Details are illustrated in the supporting document. Since the ticket was non-refundable, the travel agency learned this issue after we came back and nice enough to give us a small credit (since we don't know when to use it), I consider the one-way ticket is $3100+910 = $4000 due to the bad communication and its initial unauthorized credit card charge.
Business Response
Date: 09/22/2022
Dear BBB,
We regret to learn about the inconveniences *** *** describes in his claim #********.
As per our records, I note that you have raised a fraud dispute with your bank regarding your tickets, which resulted in all your transactions with Air France that were connected to the credit card used being voided and tickets being refunded in full.
I would like to thank you again for your patience while dealing with your claim.

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:

Thank you for the response. But this does not answer why I complained. Please do not dodge the questions. I am very clear that fees to the *original* bookings were refunded. That was not my question. The major question was why I filed the fraud dispute with the credit card company to begin with. It was because AirFrance charged my card without telling me and made me think it was a fraud! When you cancelled my original bookings, there was no communication of the cancellation of one of the tickets. All those activities eventually costed us a fortune to buy a ticket at the counter! Please face the issue and do not avoid it. Please read my document attached with the BBB complain and take the matter seriously! I have all the activities listed along with their timeline. Please read and provide ******************** as mentioned in the document!

Thank you

*******

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

Sincerely,

**** ***

Business Response
Date: 12/20/2022
Dear BBB,

We have no record of our airline debiting the passengers credit card $160.00 without authorization. We would like to point out going by the proof the passenger submitted, the message sent was prefaced 'Chase [illegible]' and not Air France, therefore the responsibility for the text sent to the passengers phone lies with his bank and not the airline and we are unable to comment on this.However, we are happy to further investigate this claim upon receipt of a credit card statement detailing the unauthorized charge of $160 by Air France.

Regarding the ticket cancellations in our system, I would like to inform you at this point that this is a safety mechanism which ensures that all tickets in our booking system purchased with a blacklisted credit card are immediately refunded back to the original form of payment once fraud is reported. Because of the reported transaction dispute with his bank, all the bookings connected to this credit card in our booking system were therefore cancelled.

Yours sincerely,

***********************************
Air France Customer Care
Initial Complaint
Date:08/01/2022
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.
My name is ***********************, my booking code is ******. I started my trip on June 27, 2022 from *** to Naples, ***** with an Air France ticket. Ever since the beginning, I experienced several disservices. On my outbound trip started on June 27 my luggage was delayed for three days. The Air Frances designated courier that was supposed to deliver it to my temporary address never did. After several attempts to rec solve the issue,I had to take a taxi to the ******************* (NAP), where the personnel contacted the courier and have the courier deliver my bag at the airport. Up to this day, and over two weeks of attempts, I have not been able to successfully submit the online claim form for the reimbursement of the taxi fare I paid to retrieve my bag because the online system never worked. Additionally, in the last week I have been trying to change my return flight, operation that is possible according to the information I received when I purchased my ticket. This initiated another long and very stressful process, with phone calls, long wait time, incompetent customer service agents, misinformation and impossibility of contacting any Air France office other than the usual phone numbers I already called. A week into this, I still have not been able to change my return flight.
Customer Answer
Date: 08/26/2022
Better Business Bureau:

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

Sincerely,

***********************
Business Response
Date: 09/22/2022
Dear BBB,
We regret to learn about the inconveniences ******************* describes in her claim #********.
We are sorry to learn that her baggage was missing upon arrival in ****** on June 27th 2022, where baggage file ********** was created at the airport.
I can confirm I have authorized a one-off contribution equivalent to $200 covering her transportation as well as any first needs expenses that ****************** may have incurred, 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:07/28/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I flew Air France on April ***** 2022 from ************** to ******** *** thru ***. (airline reference number 2HICCJ ticket numbers ************** and *************7 , flight AF055 from ***-*** and AF962 from ***-***). 3 of our bags were lost , and we received them over a week later. I promptly filed a complaint (complaint number *********) with Air France on may 2, and followed up their requests by sending in all pertinent documents and my bank account information for compensation. I have not received any response since then (last email from Air France was on May 23). When I tried tracking my complaint on their website, it said the claim was closed. I have also filed a complaint with the *** which has likewise gone unanswered from Air France. I have, and 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 this delay and I am owed compensation under the law and the Montreal Convention.
Business Response
Date: 08/16/2022
Dear BBB,
We notice that ******************** also had a DOT claim, which was answered on August 11th 2022.
Please find below our response.
Yours sincerely,
Air France *************
**********************************************************************************
**** **
*********** ******* **
*** ************************
*******
*** ********** ***********
*** ********** *********

Claimants:
*****************************
*********************************

Dear **** *************** you for your correspondence dated 1st June 2022 referenced above, received in our ************************ on 2nd June 2022, concerning the report petition from the ********************************* regarding a delayed luggage, following a complaint submitted by passengers: ***************************** and *********************************, (PIR: **********).
We are pleased to confirm that we have processed the refund of USD **** corresponding to the expenses incurred as a result of the irregularity experienced. The money should be credited to the bank account the passenger provided within 14 days.

In favor of *****************************:
Bank transfer remitted to:
Beneficiary: ****** ********
Account number: ***** ****

We trust this information will be to your satisfaction. Air France-KLM remains at your disposal should you require any further information or clarification.
Best regards,
*********************
Air France KLM ************* Assistant
Initial Complaint
Date:07/21/2022
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 am entirely convinced at this point that Air France is a scam organization. I flew from ******** to ***** with a layover in ***** on 6/24 with my wife for our honeymoon. On the way there, her bag was lost and has still not been recovered (File reference: **********). On the way home, they lost my bag as well, but it has since been recovered.I cannot fathom how this company continues to run flights and charge people for baggage despite the immense issues they're facing from a baggage transportation standpoint, but I digress.The real kicker here is that, if Air France losing my wife's bag on the way to our 2.5 week honeymoon wasn't enough, it is now time to file a claim and the online form doesn't work. It returns a general error that says "Something went wrong", and a quick peruse of social media makes it clear that this is a widespread issue. This is very convenient for them because nobody who has lost their bag will be able to file a claim to seek compensation for the belongings that Air France effectively stole from them. And to top it all off, it's impossible to get anyone from Air France on the phone to discuss these matters or offer another means of submitting our claim.I don't think that a company can get away with such predatory business practices. It must be illegal in some way. That said, we are owed financial compensation for our missing bag, and this problem must be rectified so that we can collect the money we are owed.
Customer Answer
Date: 08/14/2022
Better Business Bureau:

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

Sincerely,

***************************
Business Response
Date: 09/07/2022
Dear BBB,
We regret to learn about the inconveniences ************************ and his wife described 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 her suitcase which is still missing, 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 below address, which was submitted when filing the claim:
** ****************************************************** *****
For the delay of his luggage which as per our records was delivered on 13th July, and in the absence of receipts, I will like to offer a commercial payment of USD 200, which likewise will be sent to the address above.
Should *********************** present any receipts for expenses incurred as result of the delay of his luggage, we will reopen and review the case.
The checks 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 KLM Customer Care
Customer Answer
Date: 09/15/2022
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.
However, we have not yet received any correspondence from Air France outside of this BBB response in reference to ******* claim. I request that that this response is reflected in our Air France portal, or an updated claim number for ******* portion of the claim be provided (the provided claim # doesn't work for her), as I need this documentation for further insurance claims through my credit card company.
Sincerely,

***************************
Initial Complaint
Date:07/19/2022
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.
My wife and I arrived to the *********** for a flight to Naples on June 11th. Upon arriving, we were issued standby tickets, dispite us having purchased tickets months in advance. The lady at the front gate (***** was her name) told us that we were not going to be able to make it on the flight due to Air France over booking the flight. In exchange, she told us that she would reroute our flight to ******** and provide us with $750 cash (each, total $1500) to cover hotel expenses and a flight to ****** (she kept our return flight home intact). We were rerouted and purchased flights from ******** to Naples, as well as hotel rooms. Unfortunately, after a month of calling trying to get our money, Air France refuses to acknowledge that they agreed to give us cash, instead giving us flight credit and not even emailing us about the flight credit. We even called and a customer service representative collected our bank account information. Calling a few weeks later we learned there was no record of our request and nothing had been done except for the flight credit, leading us to wonder about why our bank account information had been collected. We just want what was promised to us at the gate.
Customer Answer
Date: 08/12/2022
Better Business Bureau:

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

Sincerely,

*******************************
Business Response
Date: 08/26/2022
*** ********

**** ****
**** ****** *********,

We take note that you have also contacted the U.S. Department of Transportation.
Please note that this BBB file ********* has been closed.
Your file will be handled in the context of your claim to the DOT, for which another file will be created.
Regards
**** *********
Air France Customer Care
Customer Answer
Date: 08/29/2022
Better Business Bureau:

I am waiting for the funds to be transfered into my account, but they have acknowledged.

Sincerely,

****** *********
Initial Complaint
Date:07/15/2022
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.
May 28th, I took a flight on AirFrance from ***** to ****. When I arrived on May 29th, the airline in **** couldn't find my bag. I stayed at the airport for over 4 hours waiting on customer service. Most of us on that flight all had missing baggage. There was only one customer service person and they never got to me with the line being so long. I was sick and found out that I actually had COVID. So I had a fever while trying to get the missing baggage worked out. I filed a missing bag claims report on May 29th, I'm attaching to this claim. I hav spoken to two people who all say claims can only be handled online. My bags were missing for two weeks. Finally arrived two days before I had to leave to fly back home. I had to purchase hygiene supplies, clothes, and shoes to cover my trip. I attached all of my receipts to the claim. However as of today I went back in to check on my claim and everything is gone as if they deleted my claim after all this time I still can not get reimbursed for everything. I also opened up an additional claim but it will not pull it up because reference # is tied to the deleted claim. This company is a big ripoff and a little scammy. I just want to be reimbursed but I dont mind taking them to small claims court if I need to. I am attaching everything here
Business Response
Date: 09/09/2022
Dear BBB,
We are sorry to learn about the situation
that *** ****** ****** describes in
her claim #*********
I am pleased to inform you that, I have asked
our Financial Department to process a reimbursement of first need expenses
incurred whilst the baggage was absent, totalling 155.75 USD. This will be paid
out to *** ******** by bank transfer.
I would like to thank you again for your
patience while dealing with this claim.
We look forward to serving your travel needs
again in the near future and to welcoming you aboard another of our flights.

Yours sincerely,
******** ******* ******
Air France KLM Customer Care AssistantTell us why here...
Initial Complaint
Date:07/15/2022
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.
Booking reference number ****** flights delayed from ******* and from *********. Then from ***** to ****** My husband and we arrived in ****** ******** since Tuesday July 12th. We were told the bagages will be there next day. I still dont have my luggages. My wife bagage that arrived yesterday came open,DAMAGED and half empty. We are not from ******. We have to stay here making extra expenses to wait for our baggages. Im 65+ years old and have to go through this very difficult experience. Air France is not taking accommodations for us. Customer service unavailable, website not working for claims. See files attached
Customer Answer
Date: 08/09/2022
Better Business Bureau:

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

Sincerely,

******** *** ****
Business Response
Date: 09/06/2022
Dear BBB,
We regret to learn about the inconveniences ** ******** describes in his claim #********
We are sorry to learn that he claim his baggage is still missing upon arrival in Doula on July 12 th 2022, where baggage file ********** was created at the airport.
Having looked at the baggage report, I can see that this baggage file belongs to ** *** ****. Our research shows that your baggage was remitted to him on July 16th.
In the absence of receipts I have authorized a one-off contribution equivalent to $200 per person 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 KLM Customer Care
Initial Complaint
Date:07/15/2022
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.
Booking reference number ****** Bagage incident file reference ********** First we had flights delayed from ******* and from *********. My husband and I arrived in ****** ******** since Tuesday July 12th. We were told the bagages will be there next day. Nothing arrived until yesterday night finally. We received one bagage only. My husbands bagages are not here. The bagage that arrived yesterday came DAMAGED and half empty. We are not from ****** but we are stuck here paying accommodations fees to have where to sleep due to these inconveniences and making extra expenses. Going back and forth to the airport and were on Friday. Missing our bagages, missing stuffs in the one that arrived, with a damaged bagages. Air France is not helping with all these even though we have trying to contact them. We went to their Website to submit a claim, the website gives error messages.
Customer Answer
Date: 08/08/2022
Better Business Bureau:

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

Sincerely,
* **** ***** **** *** ****
****** *******
Business Response
Date: 09/06/2022
Dear BBB,
We regret to learn about the inconveniences *** *** **** describes in her claim #********
Having looked at the booking provided, we only find ** ******** in the booking, as well as in the report filed at the airport.
Therefore we are unable to handle her luggage claim. We are happy to reopen the case once she provides us with her booking number, and the *** created for her in the airport.
Yours sincerely,

*************************************
Air France KLM Customer Care
Customer Answer
Date: 09/08/2022
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]
Booking reference ****** (*** ****** ******** **** ***** **** *** ****)
Ticket number *** *** *** ****
Baggage no: ******
File number (WorldTracer): **********

AND

Booking reference ****** (** ************************************ ********** ************* ******* *** **** ******* **** ******** **** ********** ***** ************ ****** **** ****** ** *** ***** *********** ****** **** ************** ******************* ******* ********** ****** *********** ************* ******** ******* **** ************ **********Ticket number
*** *** *** ****

Thank you

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

Sincerely,

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

Business Response
Date: 09/09/2022
Dear BBB,

Thank you for sending me the requested information. I have now issued the same contribution to *** ******** as I offered to ** *********
Should she be able to present receipts to support her claim, I am happy to reopen and review her claim.
The check will be sent to the following address.
**** ***************
************ ** *****
Yours sincerely,
*************************************
Air France KLM Customer Care
Initial Complaint
Date:07/12/2022
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 Air France on May 28th. My vest was hung on the plane and when leaving the vest was not given back to me. Since then we have tried to call Air France and have waited for hours on hold. We visited the airport with no help and also posted my lost vest on a lost and found site. I'm simply asking them to replace it for me. Here is a link to the vest ************************************************************************************************************************
Business Response
Date: 09/14/2022
Dear BBB,

We regret to learn about the inconveniences **************** describes in her claim #********.
Unfortunately, in the absence of further evidence in relation to your missing wallet on this flight, we are unable to offer you any kind of compensation for the loss of your belongings. We must also respectfully point out that in accordance with the terms of our General Conditions of Carriage, unchecked baggage and personal effects are the exclusive responsibility of the passenger during the flight. The carrier may not,therefore, be held liable for any eventual loss or damage.
It is also the right of any passenger to remove and keep on their person any essential items such as jackets, keys, cash, wallets,travel documents or computers when the crew requests them to stow their bag in another area of the aircraft.
We can therefore only refer you to the Lost &Found Departments at either ************* or *********************************** Airports respectively. In case of *** Airport:

             By mail: Air France - Objets trouvs, ** *****, ***** ****** *** Cedex - France
             By fax: *********************
             By e-mail: *********************************************

Yours sincerely,

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

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