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Initial Complaint
02/06/2025
Complaint Type:
Product Issues
Status:
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.
I booked a ticket with ********France from ******, ** to *********, ***** on the December 15, 2024. I reached ********* early morning December 17, 2024. My checked in luggage was missing and returned to me after 3 days. All my dress clothes and dress shoes. Ties and formal dresses were in the checked in luggage. I had wedding ceremonies to attend and needed proper clothes and shoes. So I incurred a cost to buy the required items since KLM/Air France could not return the baggage for over 3 days. I requested reimbursement from KLM/Air France and they did not act on my request for close to a month. Only when I sent them repeated requests for status did they reply. I sent a reimbursement request for $120 and was paid only$71. I am still owed $49 for the remainder. My purchases were a dress shoes and some formal shirt with a tie for the wedding ceremonies. Repeated requests to get this addressed has fallen on deaf ears. I would like to be reimbursed for not having access to my clothes and belongings that were required at that time.
Business response
02/12/2025
** ********** **** * ********* ******** ******** **** ****** *****

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

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

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

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

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

Best regards,
Air France-KLM *************
Initial Complaint
01/30/2025
Complaint Type:
Product Issues
Status:
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.
I am requesting reimbursement for expenses incurred due to the cancellation of my flight from ***** to *********** (Flight AF122 on January 22, 2025) and onward to ***********. Under ** Regulation 261/2004 and Air Frances cancellation policies, I am entitled to a refund for the unused portion of my ticket (LAX to SAT) and reimbursement for my replacement flight on ***************. At 3:00 AM, I was notified that my flight was canceled. Air France rebooked me via ******* and *********** but could not guarantee timely arrival in *********** (potentially 2472 hours). This was unacceptable due to:Distance Issue: LAX is ***** miles from ***********, whereas ******* is only 200 miles away. Health Needs: My partner and I required timely access to prescriptions. Lack of Certainty: Air France could not confirm when I would reach ***********. Since no viable alternative was provided, I booked a United flight from ******* to *********** ($594.98). Air France representatives assured me I could seek reimbursement. To date: I have been told I will be reimbursed for LAX to SAT, but no amount has been confirmed. My request for reimbursement for the United flight was denied without justification. Per ** regulations and Air France policies: 1. Refund Obligation: I am entitled to a refund for the unused portion (LAX to SAT). 2. Reimbursement for Additional Costs: Due to Air Frances inability to provide timely transport, my $594.98 expense was necessary. 3. Unreasonable Re-routing: The alternative provided was impractical and would have incurred further expenses. Reimbursement for my United flight ($594.98). Given the circumstances, my actions were reasonable and cost-effective. I trust Air France will honor its commitments and resolve this matter.
Business response
02/13/2025
** ********** **** * ********* ******** ******** **** ****** *****

Dear **** ****** ***

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Sincerely,

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

Business response
02/11/2025
Dear ******** ****,

Please find below our response to the BBB:

Dear BBB,

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

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

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

Best regards,

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

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

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

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

To reiterate the facts:

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

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

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

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

I request the following:

Immediate escalation of this case to a resolution team.

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

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

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

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

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

Sincerely,

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

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

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

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

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

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

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

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

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

Sincerely,

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

Customer response
01/31/2025
Better Business Bureau:

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

BBB Reference ********

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

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

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

_____________________________________________________________________________________________

Response to their solution:

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

Sincerely,

***** ********
Initial Complaint
01/16/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Air France (AF) promoted flights from *** to ********* connecting in ***** CDG with Etihad (AF flight numbers); ATL check-in agent failed to provide connecting boarding pass or check bags through to AUD despite being told twice going to AUD and info in system; discovered error inside terminal; AF gate agent used computer and said she changed bags to connect to AUD and to get other boarding pass in ***** but no need to get bags there; in ***** learned bags were at carousel but not enough time to retrieve and re-check; Etihad gate agent called trying to get bags to plane, did not occur; filed claim on arrival at ***; AF did not deliver for up to 5 days; ****** contacted AF every day; expenses almost $3,000; AF replied that ****** was last flight so must claim through them and closed claim! AF chat agent said we have right for independent review. ** closed claim and no one to reach for independent review, no info given. Clear proof of ** *** agent negligence by putting *** as final destination. Letter with details, evidence and receipts provided to AF as Elite Plus flyer. AF trying to brush off claim to Etihad who never received the bags from Air France; our Apple air tags prove it.
Business response
01/17/2025
** ********** **** * ********* ******** ******** **** ****** *****

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

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

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

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

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

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

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

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

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

Sincerely,

***** ******

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

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

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

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

Best regards,

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

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

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

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

Sincerely,

***** ******
Initial Complaint
01/11/2025
Complaint Type:
Service or Repair Issues
Status:
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.
It has been over 6 months and I have not received my compensation for interim expenses for delayed baggage of 941 CAD. I have filed the complaint on Wednesday, June 26, 2024. They have closed the claim on Wednesday, September 25, 2024 but I have not received the funds into my account. I have contacted my bank but there is no received funds. I have contacted multiple agent asking for atleast a reference number to track the transfer but they never get back. ****** is the booking reference. ******** is the booking code.
Business response
01/13/2025
** ********** **** * ********* ******** ******** **** ****** *****

Dear **** *****,

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

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

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

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

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

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

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

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

Sincerely,

**** *****

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

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

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

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

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

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

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

Sincerely,

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

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

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

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

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

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

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

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

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

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

Sincerely,

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

Business response
01/24/2025
********* **** ******** *********** *** ********* ********

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

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

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

Customer response
01/27/2025
Better Business Bureau:

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

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

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

Sincerely,

******** ******
Initial Complaint
01/09/2025
Complaint Type:
Service or Repair Issues
Status:
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.
I flew from *********** to ****** via *****, and my baggage was delayed in *****. I filed a claim with Air France, but they have not gotten back to me. When I try to check the status, the website doesn't work anymore. I looked online and everybody says I should just contact you directly So maybe you can help me. I'm trying to get compensation for the items I had to purchase because I did not have my bag. I would really really really appreciate your help. Thank you!
Business response
01/10/2025
** ********** **** * ********* ******** ******** **** ****** *****
Dear ***** *******,

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

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

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

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

Best regards,
Air France-KLM *************
Initial Complaint
12/31/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to express my deep disappointment and frustration with Air France's handling of my recent ticket cancellation. I booked round-trip tickets from ******* to ****** for two people on May 14, 2024, at a cost of $380.10 per person.On September 4, 2024, I learned of my grandfather's passing and had to cancel my trip to ****** to attend his funeral in *****. When I contacted Air France customer service, I was dismayed by the lack of empathy and flexibility in your policies.The customer service representative offered me two options:1. Request a refund and receive only $100 back in total.2. Provide a death certificate and pay an additional $1200 to change the tickets to a later date.Neither of these options was acceptable given my circumstances. I was forced to accept the $100 refund as I needed funds for last-minute tickets to ***** for the funeral.I find it deeply concerning that Air France has such inflexible policies for extenuating circumstances like bereavement. Many airlines offer bereavement fares or more accommodating policies for such situations. Your policy effectively penalized me during an already difficult time.I am requesting that Air France:1. Refund the full amount of my tickets ($760.20).2. Review and revise your policies regarding bereavement and emergency situations to offer more compassionate options for customers.3. Provide additional training to your customer service staff on handling sensitive situations with empathy.This would have been my first time flying with Air France, but this experience has severely damaged my trust in your airline. I look forward to your prompt response and resolution of this matter.
Customer response
01/01/2025
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,

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

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