Complaints

• Initial Complaint

  04/04/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This is regarding Air France case file # C-******* opened January 6, 2022.I flew from *******, ** (***) to ******, ******** (DLA) on December ***************. When I arrived ****** on December 5th on Air France flight # ****** I was only able to locate 2 out of 3 checked pieces of luggage (picture of tags in Received Luggage.pdf). I immediately filed a lost baggage report at the airport (Lost Baggage report.pdf). At that time, I was informed that there had been a tag swap at check-in in ******* and another passenger's tag had been placed on my bag and mine on his. Please see the bottom of the report where the tag is attached showing it is for a passenger going to ********* via *******. My claim was assigned the case # ********** and I was asked to provide a description of the suitcase (********** WorldTracerWeb Internet.pdf) and some of its contents that would enable a positive identification (***************************f). At that time, I was advised that my lost bag would be retagged and routed to me in ********. During my entire vacation, I checked in periodically with the airport and my bag never arrived.I returned to the ** on January 1, 2022 and subsequently filed a claim with Air France for $1860 compensation, which I was entitled to after the bag had been missing for 21 days. I received a case number referenced above (C-*******) and since then I have been given the run around. On February 11, 2022, I was told the case was open and assigned but the agent could not provide an estimated time for the resolution. I asked my husband to call on my behalf early March and he was told that payment had been denied for my claim, with no explanation. Then on March 18, 2022 I was told that the responsible department had closed for the day and to call back. On March 19, 2022 I advised that I would get a call back but that did not happen. On March 28, 2022 I told that the claim was awaiting payment. At this point, I'm not sure what is going on after almost 3 months.

  Business response

  04/25/2022

  Dear BBB,
  We regret to learn about the inconveniences described by *** ******* in her claim #********.
  We checked in our system and we confirm that her claim is already being handled under our internal reference *********
  We asked *** ******* to provide receipts for the missing luggage and for the first needs items, she bought during the absence of her luggage.
  We kindly request *** ******* to send the information requested, at her earliest convenience, by replying to our email and attaching the receipts, for our consideration (.pdf format, preferably, maximum 10MB)
  Upon reception we would gladly analyze her receipts and settle her claim
  Yours sincerely
  Air France *************

  Customer response

  05/10/2022

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

  On 4/25/2022, I responded to Air France's request for additional documentation with the receipts that I was able to locate. Email to Air France attached (Additional information required **********************). That was 2 weeks ago and there has been no update regarding the status of the claim.

  On 5/7/2022, Delta delivered my missing suitcase after 5 months (Delta Air Lines Baggage Delivery Information_Redacted.pdf). The *** lock on the suitcase had been damaged (Damaged Suitcase.jpg) and some items missing from the suitcase.

  I still want a fair resolution to my case.

  
  

   

   

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

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

  Business response

  06/03/2022

  Dear BBB,

  It is our pleasure to inform you that *** ********* file (C********)  has been settled on June 2nd 2022.

  Compensation has been paid to her **** of America's account.

  Yours sincerely,

  Air France Customer Care

  Customer response

  06/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 10,2021 *********************** and myself requested a refund on a tickets we originally purchased for a flight from *** to PPT. Originally these tickets were purchased for for a 2020 trip that was cancelled due to Covid and we subsequently accepted vouchers to be used in 2021. In 2021 Air France cancelled our flight claiming Covid restrictions in Tahiti despite the fact other carriers were flying to that destination. We requested a refund and reached an agreement to pay **** euros to receive the refund. We had been told the refund was in process and we would see a credit on **** credit card in mid December 2021 then beginning of January 2022 then mid January then the end of January. All these delays we were told were because of implementation of a new computer system and Covid. We are now being told the refund in being denied. I have repeatedly attempted to contact *********************** the agent who collected **** euros and guaranteed the refund) via email and phone to no avail. Yesterday I called was told he was in the office yet he refused to speak with me leaving me to speak with *********************** who was the person who originally answered the phone. The email guaranteeing the refund in enclosed. Any assistance you can provide will be appreciated.*********************** *******************************

  Business response

  04/18/2022

  Dear BBB,
  We apologize for the inconveniences **************** mentions in her claim #********
  We have submitted a new refund request on her behalf (for both tickets). The refund was approved on April 5th 2022, to the original form of payment ***** ending on ****)
  Refunds normally take ***** Business days to appear on credit card statements (depending on the credit card provider). **************** will be receiving her refund soon.
  Yours sincerely,
  Air France *************

  Customer response

  04/18/2022

  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.  We are waiting for the refund as long as we receive it we will be happy with the outcome
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Purchased a flight in December 2021 that was cancelled by the airline for $1194.47 After months of calls I have only been refunded $135.47 and have been told by the airline that my remaining $1059.00 was also refunded. They refuse to provide a date or method for the refund and it has not been returned to my credit card. I have spent more than 40 hrs on this issue and gotten nothing in response.

  Business response

  04/12/2022

  Dear BBB,
  We regret to learn about the inconveniences described by ****************** in his claim #********
  Please kindly note that the information provided does not allow us to fully investigate his claim, nor transfer it to our refunds department.
  We kindly request ****************** to send us via our internal reference C-******* his ticket number or Air France reservation number.
  Alternatively,please provide us with your original travel dates and flight numbers.
  Once we have his complete booking information we will be able to continue with his claim.
  Yours sincerely
  Air France Customer Care
  

  Customer response

  04/16/2022

  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]

   Passenger(s): *******/*****
  Expedia Itinerary Number: **************
  Delta Confirmation Code: ******
  Air France Confirmation Code: ******
  KLM Confirmation Code: ******
  
  
  ***** * * ******* 
  ************

   

   

   

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

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

  Business response

  05/02/2022

  
  Dear BBB,
  We thank ****************** for having sent us his reservation number. We apologize for the delay in offering him a final response
  
  We have verified in our systems and with our partner ***** Airlines, and ****************** was scheduled to travel on board flight DL485 from Kona to ******* on December 27th 2021, continuing *******-*********-**** on December 28th 2021.
  
  His flight from ******* to ********* on December 28th was indeed cancelled. ****************** was re-protected on flight DL142 leaving on December 29th 2021.
  
  Our records show that ****************** did not decline this re-routing option.
  Furthermore, his reservation was not cancelled before departure time (21h09 on December 27th).
  Unfortunately, he did not present himself at the airport and he was No Show for his first flight DL 485 on December 27th.
  
  As per the fare conditions of his ticket, in case of No Show, only the taxes are refundable.
  The amount refunded corresponds to the amount due.
  
  Yours sincerely
  KLM *************

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern,I am reaching out to you to express my dissatisfaction and frustration from the treatment I have received from your staff regarding a claim that I filled online for damaging two pieces of luggage during my last flight with you.Claim # C-******* The fact that my luggages were damaged it self should be handled in a much different way, apology and much better way of handling that, Instead, I was asked to file a claim online and was told I should hear back in 10 days.That never happened, I called after 10 days and was told sorry we are busy and we are escalating the issue and someone will get to you today. That also never happened.Following day, I called and was told that I was misinformed and you team gave me wrong information, claim takes 30 days but we are escalating the case and someone will get to you this week. Again never happened.I called again and also was told that I was misinformed and no case was escalated since 30 days were not passed.Called again after 30 days and was told that we are escaping the case and someone will call or email you today and again never happened.Finally I called yesterday and asked to speak to someone who handles this claim and was told we cant do that. We are busy and it will take time!!!!What kind of service is this, thats ridiculous how you treat you customers.I need someone from your team please get back to me on my claim and explain to me how come you treat your customers like that and off course let me know what Airfrance is doing about damaging two pieces of my luggage that cant be used anymore.Thank you in advance and I look forward your reply,******************* ************

  Business response

  03/29/2022

  Dear BBB,
  We apologize for ********* damaged baggage incident from ***** to ************* last February 4th
  Having checked our records, we noticed that his file was handled to completion last March 15th (Case *********)
  *** ***** was advised that it would take approximately *************************************************** his **** account.
  Yours sincerely,
  Air France *************

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a payment for a round-trip ticket with 1902.37$ at 1:43 PM, Mar 6. Then I immediately realized I made a mistake and requested a refund immediately. However, this morning (Mar 7), Air France told me they only can refund me ****** $ (the tax fee). This is unacceptable. The website says clearly, the customer can receive a full refund within 24 hours of the payment made. And this is also the rule in ******* applied to every airline. I can't find the correct email to reach out to them. I also tried to reach out to them through the phone call, but I can't make it because it is always busy. I also tried to reach them via Messager, but the client just replies they can't do anything more to help me and refused to provide the email information, etc.My booking reference is: ****** My Last name is: **** My First name is: ****** The document number is: ************** Request ID: ****************

  Customer response

  03/09/2022

  Better Business Bureau:
  

  The AF finally agreed to return a full refund to me. Thanks so much

   

  ----
  
  Sincerely,
  
  ****** ****
  
  
  
   
  

  
  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ticket from ******* (***) to *************) on September 21, 2021. My original flight was canceled on October 11, 2021. This new flight did not fit my schedule and needs, so I requested a refund. I received a notification that my refund was being processed on December 6, 2021, at 4:15 pm EST. After multiple attempts to resolve this issue over the phone and via email, I have received no response from Air France and have still not received my refund as of March 6, 2022.

  Customer response

  03/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I will get to the point with the facts. We went to France for our honeymoon 12-18-21 and for starts, they lost my luggage. That was resolved 3-3-22. Our nightmare really started when my wife caught COVID and we could not board our flight home to ********. It was almost impossible to reach customer service to rebook flights. Their website had options but were not available so we went back to calling long distance to their customer service. On hold for hours. Our bills totaled over ****** in ******* charges. We used whats up app to call home. They had a ******* option that also didnt work. Finally , their customer service told us that we could receive compensation for our expenses due to our unexpected and forced stay in France. We also contacted the ********************* for help. Long story shorter, we had to stayed in 2 additional hotels before my wife tested negative for COVID. Going forward I filed 2 claims for our expenses to be refused due their policy. I was lied to and countless hours wasted filing for the compensation I was never going to get. I could never reach a person and I had to upload everything to a anonymous location.

  Business response

  03/27/2022

  Dear BBB,
  We regret to learn about the inconveniences ************ mentions while returning from their trip to ***** last January.
  While we sympathize with their personal situation, as stated in our internal reference number C-*******:
  Please be advised that the airline cannot be held liable on this occasion.
  The airline can rebook the passenger free of charge to a departure in four days or less after the initial departure date or process a refund of the ticket.
  However, the passenger cannot claim compensation or reimbursement for the indirect costs incurred. 
  We kindly suggest **. and ************* to contact their ************************ and follow up their claim with them.
  Yours sincerely,
  Air France Customer Care

*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. ↩