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Initial Complaint
12/31/2024
Complaint Type:
Sales and Advertising 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 had a flight with Air France from ********, ** to ******* ***** on December 4, 2024. I checked one suitcase. I had a 22 hour layover in ***** France on December 5, 2024. When I landed in *****, I was informed that my luggage was still in ***********, as I had a 2 hour and 45 minute layover at ***. I filed a missing baggage claim with Air France. I received my luggage on December 10, 2024, five days after I filed the report. I was informed that I would receive a refund for all essential items I had to buy while I waited for my luggage. I filed a claim for compensation when I received my luggage and attached all receipts and documentation they requested. Air France **************** emailed me on December 28th saying they need copies of receipts emailed back to them. I sent those copies immediately. I received an email today, December 31, saying theyve been trying to get ahold of me, but havent heard anything back and have not received any documents they have requested. This claim has been filed, received, and has been processed since December 18. I have received one email since then and no one has been helpful with providing me any assistance or information on this claim. It has been almost 4 weeks since I filed my initial claim. I was informed that I should receive a refund within ***** days of the initial claim. They also informed me that I would receive my luggage within 24 hours and I did not receive it until 5 days later. I spent a total of ****** in total for clothes and hygiene products needed for those 5 days.
Business response
01/02/2025
** ********** **** * ********* ******** ******** **** ****** *****

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
12/30/2024
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.
Date of fraudulent charge 12/25/2024 For -$1,413.22 Air France Us ******************,Nyus Today 12/25/2024 Account Checking Category Airfare Description Air France ******* Int, ********,Card *************, **** ******** This is a fraudulent transaction and noone will help get this resolved. I have been hung up on twice I have been asked for the flight number or confirmation number. This is fraud. How would I have this number?
Business response
12/31/2024
** ********** **** * ********* ******** ******** **** ****** *****

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
12/16/2024
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 complaint is regarding the delay of my not too recent flight with Air France, AF0063 (booking reference ******), scheduled on 02 August 2024 from ****** to ******** via ******The flight was delayed by 5 hours from ******, which caused significant inconvenience and confusion. The initial 5 hour delay led to further delays and changes in our route to ********. We missed our connection in *****, therefore we were transferred to a flight to ****** (AF1822, 03August2024, 15:40) with 5 hours layover in *****. Our next flight from ****** was scheduled on 03Aug2024 at 22:20 to ******** with ********* (LH1682) with an arrival around midnight. I had made arrangements based on the original schedule, and this unexpected 12-hour delay disrupted our travel plans from ******** to ********* as well as our weekend plans. Additionally, there was little communication regarding the cause of the delay or updates on our departure time, leaving passengers frustrated and anxious at the **************. Additionally our baggage was lost and was only delivered after 10 days. There has not been any resolution to the issues I reported. I have called customer care multiple times and every representative I talked to opened a new case which they have not shared the case number with me and there has not been any resolution to this day. The cases I submitted were closed without explanation, and I cant track the cases initiated via phone because I wasnt given any case numbers. We called again and asked them to reopen the case (*********), since the delay was significant (~12 hours) and per Air France's policy the cash compensation should have been 600Eur per passenger (4 passengers in my case).
Business response
12/18/2024
** ********** **** * ********* ******** ******** **** ****** *****
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
12/11/2024
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 traveled Business class from FLL-ATL-CDG-*** on Jun 23, 2024. My bags were delayed 2 days. I submitted EUR 510 in receipts for purchases. Air France opened a case ** *********. I have contacted AirFrance several times but they do not respond. It is now Dec 6, 2024. I wish to file a formal complaint against the company
Business response
12/17/2024
** ********** **** * ********* ******** ******** **** ****** *****

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
12/23/2024
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 contacted me to tell me that the same customer group that has been refusing to pay and that has beeen consistently not responding to my emails is the only group in charge of this matter.
As a result their response still has not resolved this matter
Unless and until a higher authority at Air France gets involved there will be no resolution.
I HAVE CLAIMED 512 EUR. THEY HAVE RESPONDED THAT THEY HAVE PAID LESS. IN FACT THEY HAVE TWICE ASKED FOR MY BANKING INFO AND HAVE NEVR PAID ANYTHING]

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

Sincerely,

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

Business response
12/30/2024
Dear BBB,

I am writing in follow-up to my previous correspondence regarding the complaint filed by ***** *********** under Claim ID #********.
This is a reconfirmation that having received the requested documents, we have proceeded with the issuance of a cheque to ***** *********** for USD ****** (equivalent to EUR ****** as per his invoiced expenses).This cheque should arrive within the next 28 business days.

Best regards,

*** *****-*****
Air France ************* *********
Initial Complaint
12/02/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
In October 2023, I had a returning flight from *****, France to ******, **. The day of my flight, Air France cancelled the flight and rebooked me on a different flight for the next day. The destination airport was changed from ****** (EWR) to ********************************** (***).Because of these changes, I incurred two unexpected expenses. Firstly, I had to pay for a hotel to spend an additional night in France (about 351 euros). Additionally, because *** is extremely far from my home, none of my family members could pick me up, so I had to pay for a taxi ($236.58 USD). I contacted Air France **************** immediately after returning home to receive compensation for these expenses. Unfortunately, despite many phone calls and follow-ups, I did not receive any updates until 4 months later in February 2024. I was told via email that I would only be receiving $236 in compensation. Despite believing that I am entitled to the full compensation amount, I happily agreed because I was eager to resolve this frustrating issue.7 months passed, and I did not receive the compensation that was promised. I contacted customer service many, many times seeking updates, but each phone call was ultimately futile. Finally, in September 2024, after contacting customer service again, I was told via email that there was a "technical error" in processing my payment and that I would be receiving the payment within the next few ******** has now been two months since that email. I am beyond frustrated and disgusted with the lack of accountability and respect from Air France. The company states on its website that it strives to provide "the most comprehensive customer service possible." However, the handling of my refund demonstrates a complete failure to honor this commitment. I am entitled to this compensation and I hope that Air France will take immediate action to address this issue.
Business response
12/11/2024
****** **** **** ** *********** ******** ** ** ************************** **

Subject
Regarding your request: ***********
BBB Reference number ********

Dear ****** ******,
Please find below our response to the ** *. BBB.
Dear BBB,
We regret to learn of the inconveniences ** ****** describes in his claim number ********.
Our records show, however, that we have informed ** ****** in our claim number ********* on December 10th, 2024, that an internal investigation is ongoing at the moment to establish why the payment we made was not received by ** ******.
As soon as this is concluded we will notify ** ****** of the outcome and make a new payment if due.

Best regards,

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

Copy of email sent to ** ****** on December 10th, 2024
Sent On
10/Dec/2024 2:02:37 AM
To
**************************
Cc
Subject
Regarding your request: [*********]
Dear ****** ******,
I write in reference to your last communication.
We would like to inform you that we are in the process of investigating your claim. Thus, there will be a delay in responding to you.
We assure you that your concerns are getting our utmost attention. We will revert once we receive the result from our internal investigation department.
We appreciate your patience in the interim period and apologize for any disappointment this may have caused.
Kind regards,
****** ***
Air France and ************ Care Assistant
Customer response
12/15/2024
Better Business Bureau:

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

This response simply reiterates that my claim is under investigation but provides no definitive timeframe or resolution.
I have already waited over 1 year for this matter to be resolved, during which I have repeatedly been told that there is a delay which is under investigation. In September 2024, I was informed via email that the delay in my payment was due to a "technical error" that had been resolved and that I would receive the payment within a few weeks. It has now been three months since that email, and I still have not received any compensation. I have attached a screenshot of the September email for reference.
I find the extensive delays and lack of accountability to be completely unacceptable. The amount has already been determined, and processing the payment should be straightforward at this point.
I urge Air France to resolve this matter immediately by processing the compensation, providing a specific timeline for when I will receive the payment, and confirming the payment method (last four digits of the account or card number) to which the funds will be sent.
Thank you for your understanding, and I look forward to receiving a prompt resolution.

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

Sincerely,

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

Business response
12/17/2024
Regarding your request: ***********
BBB Reference number ********

Dear ****** ******,
Please find below our new response to the **** BBB.

Dear BBB,
We regret to learn that *** ****** is not satisfied with our previous reply for his claim ********.
Unfortunately, as our payment department is still investigating the reason why his payment was not precessed in our file number ********* we are unable to provide him with more information at this time.
We thank him for his patience and understanding and are confident that this issue will be solved under his original file ********* as soon as possible.
Once again sorry for any inconvenience and disappointment this may cause.
Best regards,

****** ****
Air France Customer Care Assistant
Customer response
12/22/2024
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 respectfully request an estimated timeframe for the completion of the investigation and the resolution of my refund. Over a year has passed since this issue began, and the continued delays and vague responses are the reason I filed a complaint in the first place. It has become difficult to trust that meaningful progress is being made with these vague responses and unclear timelines. A clear timeline would help restore my confidence and demonstrate a genuine effort to resolve the matter.
Thank you for your time.
Sincerely,

****** ******
Initial Complaint
11/18/2024
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.
Dear all, I am writing to formally present a complaint against Air France regarding the distressing experience my wife and I endured during our recent travel from ************* to ***, *****************, via **************, ***************, and ******************************** in ***** on July 5, 2023. Our journey began with a seamless departure from *************. However, upon our arrival at ***************, we were shocked to discover that there were no arrangements made for the transfer of our luggage to ********. As a result, we incurred an unexpected expense of 200 for a taxi to ********. Upon reaching ******** for our connecting flight to ************************, we were denied boarding. The treatment we received from the Air France team at the airport was both humiliating and discriminatory. Despite pleading with the staff for a phone to contact Air France customer service, we were met with poor service. Eventually, a supervisor provided her phone, but there was a demeaning comment made not to steal her phone. In addition to the emotional distress, we were forced to pay an extra ****** for luggage fees, which we had already settled prior to our departure. We were eventually permitted to board a later flight; however, this caused us to miss our mother's burial, the primary purpose of our trip to PNR. Adding to our frustration, our baggage was delayed for several days upon arrival, forcing us to procure essential items at our own expense in ***. During our return journey, one of our bags was lost between ***** and **********, and while Air France provided us with a Property Irregularity Report (PIR), the other bag was delayed and arrived damaged. Despite numerous attempts to contact Air France concerning the loss and damage to our luggage and the lack of accountability for our denied boarding, my efforts have gone unanswered. I have attached my full claim on a file named *** ****
Business response
11/19/2024
** ********** **** * ********* ******** ******** **** ****** *****

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
11/21/2024
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:

They have not resolved the case or provided a final response. They just sent a generic reply maybe written by their bot.
I spent so much money writing to them and calling their partners and customer care teams.
Sincerely,

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

Business response
12/18/2024
************* **** **** ****** ******* * ***** ***** ****** ******* *** ********** ******** *** ********** *********

Dear Better Business Bureau,

Thank you for reaching out regarding the complaint submitted by **** **** ****** ******* concerning their travel experience with Air France. We understand the distress caused and have carefully reviewed the points raised. Below, we provide a detailed reiteration of our response to the complainant and outline our final position on this matter.
Response to Complaint
Transfer Arrangement Between Gatwick and Heathrow Airports
Air France does not provide transportation between airports when an airport change is part of the original travel itinerary. We regret any inconvenience this may have caused, but we are unable to reimburse the 200 taxi cost incurred.
Denied Boarding and Baggage Issues
Delta Air Lines refunded the baggage fees, acknowledging a system error on their part. This issue was caused by Delta's system not forwarding the necessary documentation, and as such, Air France cannot issue compensation for the denied boarding.
Delayed Baggage (Pointe-Noire)
The delayed baggage claim for Pointe-Noire was submitted on August 11, 2023, exceeding the 21-day limit prescribed by the Montreal Convention for baggage-related claims. While we regret the inconvenience, no compensation can be provided. However, as a goodwill gesture, we issued a $100 non-refundable travel voucher under claim number **********
Delayed Baggage (**********)
The delayed baggage claim for Manchester was submitted within the allowable timeframe. We have requested receipts for expenses incurred as a result of this delay. Once received, the claim will be evaluated according to the Montreal Convention and Air Frances policies.
Discrimination Allegation
Air France takes allegations of discrimination very seriously. While we regret any distress caused, we are unable to verify the claim as presented. We have shared the concern with our relevant teams to ensure our commitment to respectful and equitable service is upheld.
Impact on Funeral Attendance
We deeply sympathize with the emotional toll caused by the travel disruptions during such an important trip. However, Air France is unable to offer compensation specifically for this impact, in line with regulatory and policy limitations.
Request for Access to Data
We are unable to disclose internal file notes or specific records due to confidentiality policies.

Final Position
This is our final response to this matter. We now consider the case closed as all claims have been thoroughly reviewed, and any reimbursements or goodwill gestures deemed appropriate have been offered.
Should the complainant wish to dispute this matter further, we advise they pursue resolution through a third party, as Air France will not provide additional responses on this case.
Thank you for your understanding.

Best regards,
******** ***
Air France Customer Care Assistant
Customer response
01/03/2025
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:

Dear BBB representative,

Thank you for your continued assistance regarding my complaint against Air France. Unfortunately, I regret to inform you that the airline has not yet successfully responded to my claim.

For over a year now, I have consistently been denied my rights, and my attempts to resolve the issue directly with Air France have been unsuccessful. This matter has reached a point where I believe further escalation is necessary. Especially that they have all the information in regards to my claims.

Could you please provide guidance on the steps required to take this matter to a tribunal or the relevant authorities? I believe this is a necessary step to ensure that my basic rights are upheld and to seek a fair resolution to this matter.

Thank you for your support and understanding. I look forward to your guidance on the next steps.

Sincerely,

****

Sincerely,

**** ****** ********
Initial Complaint
11/12/2024
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.
This is regarding the flight on Nov. 10 from HKG to CDG (AF185), we've purchased Economy Flex just so we're on SkyPriority and we could pick our own seats, but unfortunately, our seats were changed without prior notice and we were only told of the change 1 hour before the flight and the employee that mentioned the change said that only two of us (we're five passengers) will have seats that won't have in-flight entertainment, we've had no choice but to continue on with the flight as this was our last day in ********* and we already checked out at our hotel. As for SkyPriority, we weren't offered a reimbursement for the amount of time wasted at the airport waiting for around 2 hours for the staff to process our documents when all the other passengers go by in less than 5 minutes and they are not even on SkyPriority, and after all that wait, our seats were re-assigned to the worst ones in the entire plane.We went to the plane and noticed the seats we were both given were staff seats with controls to the entire plane's lighting and both of them were placed in the middle of the cabin so passengers/staff walking around were always stepping on my feet and the flight attendant stepped over my foot multiple times without even apologizing, the plane's food was also terrible and completely different from what all the other passengers had which looked better than what we got and the flight attendant was extremely rude with us.Overall, we are extremely disappointed with this entire flight and we were not offered any reimbursements whatsoever regarding our poor experience and all the poor handling that happened at the airport
Business response
11/13/2024
** ********** **** * ********* ******** ******** **** ****** *****
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
11/14/2024
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 havent been contacted yet by the business

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

Sincerely,

****** *****

Business response
11/22/2024
Dear BBB,

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

However, we refuse to reply to the claim through the ******** BBB on the basis of jurisdiction, i.e this being a claim regarding an itinerary which does not start/end or transit the *************************

Best regards,

*** *****-*****
Air France ************* Assistant
Initial Complaint
10/29/2024
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.
Our flight ************ FROM *** to cdc FRANCE on aug 26th connecting flight dl 8354/af1420 on aug 27 bagS went missing at vlc SPAINairport reported reference ***** ************ 1612 GMT From this point on there was no news as to were the bags were there were two trips to VLC airport with no news from airline we came for a family baptism on SAT 27 @ AT 9:AM MY WIFE AND I WERE WITHOUT CLOTHING FOR FIVE DAYS SHE HAD TO BUY THINGS AS WE WERE TOLD TO DO the bags turned on Sat the 31 Aug and we were fling to ****** @ 6:05 pm that day and our baptism was @ 9am in the church the lack of info done by AF in this matter is not to be swallowed no information on their part all we got was lip service what can to be done at this point? ourfamily event ruined by AF running trips and phone calls to AF with no positive reply from them yes there were things bought and a claim was put in now they do no want to pay for the anything OF THE $1,800.00. IN COSTS what is going to be done about this matter?THANK YOU, **** ***** ****** *****
Business response
10/30/2024
** ********** **** * ********* ******** ******** **** ****** *****

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
11/05/2024
HELLO,
We just heard from AIR FRANCE in regards to your e mail to them
They are trying to offer $111.38. to clean up this mess
In costs alone it is over $1,800,00. Plus time lost and a family event ruined

Montreal cut. #** and #**. States. A ceiling. Of $ ******** per passenger
We have contacted the **** of transportation and the local tv stations help line for help in this matter
AFhas a terrible track record look at your posting on your site

THANK YOU
****** *** **** *****
Customer response
12/13/2024
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:

Our flight ************ FROM *** to CDG FRANCE on aug 26th
connecting flight dl 8354/af1420 on aug 27
bagS went missing at **********************; reported reference TO AF .. VLCAF ************ 1612 GMT
From this point on there was no news as to were the bags were
there were two trips to *********** with no news from airline
we came for a family baptism on SAT 27 @ AT 9:AM
MY WIFE AND I WERE WITHOUT CLOTHING FOR FIVE DAYS
SHE HAD TO BUY THINGS AS WE WERE TOLD TO DO
the bags turned on Sat the 31 Aug and we were fling to ****** @ 6:05 pm that day and our baptism was @ 9am in the church
the lack of info done by AF in this matter is not to be swallowed no information on their part all we got was lip service
what can to be done at this point? our family event ruined by AF running trips and phone calls to AF with no positive reply from them
yes there were things bought and a claim was put in now they do no want to pay for the anything .This is gone to Delta first who state it isAF how did the flight and 100% responsible
Recite were sent in and now they are saying that they do not want to pay a cent
There was a bout $ ******* plus in costs for two people
I am send you the most important to start with but ever thing is loved e mails. Etc
THANK YOU,
**** ***** ****** *****
MY CELL ** *** ***
We just heard from AIR FRANCE i
They are trying to offer $111.38. to clean up this mess THAT IS THEIR OFFER
In costs alone it is over $1,800,00. Plus time lost and a family event ruined

Montreal cut. #** and #**. States. A ceiling. Of $ ******** per passenger
We have contacted the **** of transportation and the local tv stations help line for help in this matter
AFhas a terrible track record look at THE BBB NY posting on their site
We are now reaching out for you help in the case we cant get any further answers I have call thee time and got lip service

THANK YOU
****** *** **** *****

Sincerely,

****. *** ****** *****

Business response
12/17/2024
Dear BBB,

We are sorry to learn that **** *** ****** ***** remain dissatisfied with the resolution to their claim #********.
I sincerely apologize once again for the inconvenience experienced by them. I also understand the necessity for them to make essential purchases during this time.
To ensure that Air France can accurately calculate the refund amount within the carriers liability limits, we require official detailed bills that specify the type and quantity of items purchased. Unfortunately, credit card slips, and bank statements do not provide the necessary details and therefore cannot be accepted.
On October *******, Air France credited USD ****** to the bank account associated with **** *** ****** ***** (payment ***********, accounting reference **********). This amount, equivalent to EUR ******, was offered as an all-inclusive participation in the absence of detailed bills.
Upon receiving the required documents, Air France reassessed the situation and, on November *******, credited an additional USD ****** to the same bank account (payment ID ***********, accounting reference 1000052323).
Our records indicate that **** *** ****** ***** requested reimbursement for a total of ******** Euros, broken down as follows:

EUR ********, which were not supported by any receipts
EUR *****, which were supported by credit card slips only and therefore cannot be considered
EUR ******, which were supported by valid receipts

Thus, the total amount of USD ****** credited to their account corresponds to the EUR ****** supported by valid receipts.

I hope this clarifies the situation and I would appreciate your understanding. If you have any further questions or require additional assistance, please do not hesitate to contact us. However, there is unfortunately nothing else that we can add to our previous statement. We will therefore have to respectfully decline the claim.

Best regards,

*** *****-*****
Air France ************* Assistant
Initial Complaint
10/25/2024
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.
On September 27th my husband daughter and I traveled on *** flight 1652 from ********, ***** to *********, ***********, with an end destination of ********, France. Our flight 1652 was delayed which caused us to miss our connecting flight. As a result we had to wait in line for 3 hours to have a customer service attendant help us to get on another flight the following day. When we arrived at the counter, my daughter was having a tantrum after having to wait for so long. The agent told us that we could have skipped the line, and could have been helped hours prior. We attempted to speak to customer service **** that were walking around the area for assistance prior to reaching the desk, but had one completely walk away from us after making eye contact and asking for help, and another did not mention that kids did not have to wait for assistance. Due to several other flight cancellations and difficulties there were no airline hotels available. We were told by the desk staff (and then later by 3 different *** workers) that we were entitled to getting toiletries covered due to the delay since we did not have access to our bags. We needed diapers for our daughter, toothbrushes , deodarant and other small items. I told the *** that we also did not have any warm clothes, and she told me to be reassured that all expenses we incurred would be covered. We spoke to several other *** **** that made the same statements, that all added expenses could be covered. We bought several items from the airport before departing to our hotel, including sweatshirts for each of us. When I filed by claim number *********, we were told that we were only entitled to a hotel and meals. We were provided a reimbursement for the hotel and for the meals. This was in a ***** opposition to everything the airport customer service **** told us.
Business response
10/28/2024
** ********** **** * ********* ******** ******** **** ****** *****

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
10/23/2024
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.
Subject: Formal Complaint Regarding Refund for Canceled Flight (Reservation Code: ******)Dear Better Business Bureau,I am writing to file a formal complaint against Air France regarding a refund issue for my canceled flight, booked under the reservation code ******.On September 28, I was scheduled to fly with Air France; however, the flight was delayed for over 3 hours and eventually canceled. As per ** Regulation EC ********* I am entitled to a full refund due to this significant delay and the cancellation of the flight. Both Air France and Expedia (through whom I booked the ticket) have acknowledged that I am eligible for this refund.Unfortunately, despite repeated attempts to resolve the issue, I have been unable to receive my refund. Air France has directed me to handle this matter through Expedia, while Expedia insists that Air France is responsible for issuing the refund. This back-and-forth between the two parties has left me without the refund I am legally entitled to under ************** law.I am submitting this complaint to request your assistance in resolving this issue, as neither Air France nor ******* has taken responsibility for processing the refund. I would like Air France to process the full refund immediately, as they are ultimately responsible for the canceled flight.Thank you for your attention to this matter. I trust that your organization can help expedite the resolution of this issue.Sincerely,***** ****** [Reservation Code: ******]
Business response
10/24/2024
** ********** **** * ********* ******** ******** **** ****** *****

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.

Customer response
10/30/2024
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]
Air France stated that they would contact me but they have not reached out to me

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

Sincerely,

***** ******

Business response
11/12/2024
Dear ***** ******,

Please find below our response to the BBB:

Dear BBB,

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

However, we refuse to reply to the claim through the New York BBB on the basis of jurisdiction, i.e this being a claim on behalf of a non-U.S. resident whose journey does not touch the *************************

Best regards,

*** *****-*****
Air France ************* Assistant

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