Air France

We are sorry to learn that [redacted] incurred an excess baggage charge following his reroute on American Airlines due to the cancellation of his flightHowever, since the only difference between that airline’s and Air France’s baggage allowance is that the latter sets a weight limit for the cabin luggage, we can conclude that [redacted] would have had to pay an excess baggage fee of $, equivalent to € to transport the same baggage on an Air France flight That being said, if [redacted] feels that his baggage respected the allowance and that American Airlines did not honour its own baggage policy, we kindly suggest that he contacts that airline directly to submit his claim

We regret to learn that [redacted] had not received a response within the stated timeframe and would like to apologise on behalf of Air France ?Moving on, we are sorry to learn that her baggage was delayed and wish to offer you our renewed apologies for any inconvenience caused ?We are aware of the considerable difficulty incidents such as this can causeEvery effort is made to ensure the handling of our customers' baggage is seamless and trouble-free and we very much regret this was not the case on this occasion ?We have noted that you packed medication in her checked luggage, however, to avoid problems, small valuables and critical, irreplaceable or fragile items should be transported in the cabin on one’s person or in the hand luggage ?We must also highlight that the last carrier of the journey, in this case Bulgaria Air, is responsible for the handling of baggage claims ?Furthermore, airlines may only consider liability if damaged baggage is reported in writing to Customer Care departments within days after receiving the baggage ?We are also sorry to learn of the disruption to [redacted] ’s return journeyHaving checked our records, we see that flight in question was delayed due to a fleet shortage ?Moreover, to mitigate the unfortunate impression this experience has necessarily left and in view of [redacted] ’s loyalty to Air France, we are pleased, as a token of goodwill, to offer her a bonus of Miles which will be credited to her Flying Blue account in the next few days ?We trust that [redacted] will continue to choose Air France and look forward to welcoming her on board again, and at her entire satisfaction, on one of our flights

Dear [redacted] , This is in response to the customer complaint ID [redacted] for [redacted] concerning her request for a refund of the fare difference of her ticket While we understand her dissatisfaction with the situation she has described, we would like to clarify a few details concerning her request When the client made arrangements with her travel agency, the agent offered her the best available Air France fare at that time We must also add that there is no way of knowing when a promotional or seat sale will become available or will come into effect Unfortunately, we can only confirm that there is no fare reduction policy after the purchase In regard to the preceding, we regret to inform you that we are not able to give [redacted] a more favorable reply to her request We do hope that the above situation will help soften the negative impact of this situation Sincerely, Air France Customer Care USA

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: While we appreciate the response and all the right words Air France representative using, we are greatly dissatisfied with solution offeredWe paid $for this trip cruise experience: lack of responsibility by AirFrance have completely ruined last two days of our tripThis is roughly $of money wasted We have received flight cancelation notice less than hours before the flight and no notification or suggestion about further action neededSince we’re not able to reach any phone reps from Air France (being on hold for hours at the time) we went directly to the airport to figure out what to do next since we had no place to stayApparently, unknown to us, we were rescheduled from a direct flight in business class Paris-NYC to connecting flight in economy class with allowance of only minutes to transferWhen asked an Air France representative whether it will be enough time to change planes, she assured that it willWe always research airport accommodation before committing to a connecting flight to know how big the airport, what entails to transfer smoothly but since such an opportunity was not given we relied on company’s official representative’s wordsWe were misinformed! Transfer took place in [redacted] Since our flight arrived about min late, we asked flight attendant on the plane whether they could accommodate us to get of the plane faster as we had even less time now to make the flight and were denied in helpAfter deplaning we had to go through long wait passport control, get through the long line in customs, security check and run through the second terminal to get to our flight just before they closed the doorI am a middle aged, heavy set woman in a not so great health, I was out of breath, stressed beyond acceptable, [redacted] gotten so high I was worried of having a stroke right there on a tarmacAll of that could be avoided if Air France would keep the promise given! I would have not agreed buying tickets with possibility of being downgraded in class of service at allI payed $ in taxes and in miles for the flight which was guarantied by Air France’s policy that stated in so many words: in case of flight cancellation we will be accommodated in the same class of serviceIf that was not possible at the moment we would be situated in the hotel until such opportunity presents We were not given a choice whether agree to fly in a lower class of service or stay in the hotel till booked class of service become availableThe only option we were given was the flight Air France rescheduled us for with comments from Air France representative: “take it or leave it, there is nothing else we can do for you”As I have stated earlier, main reason going business class is a health concernMy seat was extremely uncomfortable and I came home with a lots of physical discomforts and terribly [redacted] which prevented me from walking and working for the next three daysHave pictures to provide if necessaryAir France have not reimbursed taxes payed and deposited back to my account prorated milage from business class to economy class ticketsThis’s an insult! Agreement was made between Air France and I on certain conditions: I fulfilled my part why din’t they?!!!! I would not buy those tickets all together and would choose a different airline if I would know that Air France guaranties are not guarantied We have been Air France customers for around two decades and would really like to continue our loyalty I believe it would be fair to have full amount of miles and taxes payed being reimbursed back to my accounts and for all the trouble company put my husband and me through, ruining what supposed to be a very special celebration for a precious occasion, compensate us with a pair of free tickets in business class to be used in the next two years [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:In response to the Dec[redacted] letter from Air France that I recieved from you, the Revdex.com: on Oct [redacted] when I sent my first compalint to them, I made it clear I would notify "the Revdex.com, TV stations and wherever I cam" I was extremely upsetThe truth is, my mom has never been the same since this tripOn Oct ** I wrote to the Dept of Transportation and explained to them the story that I explained to Air FranceOn Nov *, I wrote that we accepted the $for the suitcase but also wanted to be compensated for the price of the ticket for the hardship she went through in her travels, since they did not take care of my mom according to their "Customer Care Policy" On Nov ** Air France sent my mom a $travel voucher, and I responded on Nov ** that this voucher was worthless to her since my mom is too scared to travel on Air France again I also repeated that we wanted what we paid for her ticket which was $ In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Dear [redacted] ***,This is in reference to customer complaint ID # [redacted] for client [redacted] We would like to inform you that this client has contacted the Department of Transportation concerning this claim and has gotten a reply from our department regarding this matterWe have replied to her and offered a travel voucher not knowing that she was in contact with the Department of Transportation and the client did not mention in any of her claims to the Revdex.com department that she has already received an answer from Air France concerning this matterPlease note that the client has already received as an exception an all-inclusive compensation in the amount of $800.00USDIn regards to this, we will be cancelling the travel voucher that was offered in the amount of $500.00USDPlease see the message below that was sent in response to the DOT claim: “Sent to [redacted] on **NOVDOT file [redacted] Dear Madam, Reference is made to the correspondence you sent to the U.S Department of Transportation, on behalf of your mother, scheduled to travel on Air France flight [redacted] **JUL [redacted] , connecting on Air France flight [redacted] **JUL [redacted] (operated by ***)Air France flight [redacted] arrived to CDG airport on **JUL ten minutes late, at 11:am instead of 11:amWe take note that [redacted] was transported in a wheelchair, and we are disheartened to learn that she was not able to catch her connection to Cyprus on timeThe facts that our agents were unable to assist you on the phone, at a time when it was important for you to know of her rerouting, is very regrettableWe thank you for sharing this information with us, since quality of service is a keyword at Air FranceWe are also truly sorry for the troubles your mother encountered, during her rerouting to Larnaca, via Belgrade and Athens, and can fully appreciate this was a difficult experienceWhile by no mean do we try to minimize the problems your mother has described, we would like to assure you that our goal was to try to see [redacted] reach her final destination as soon as possibleAgain, we reiterate our apologies for the lack of communicationYou have reported that the baggage was delayed and that several items, for about USD 1000, were missing when the baggage was remitted to [redacted] We deeply regret this situation as wellClearly, your mother’s experience was not the smooth trip we wanted to provide, and we are sorry about itThe Montreal Convention, which rules international air transportation, stipulates that claims for purchases of first necessity must be made in writing to the carrier within days from the date the baggage was remitted to the ***, and the frame time is days in case of damage to baggageBeyond these time limits, the carriers shall assume no liability and only the client’s insurance may provide compensation, depending on the policy purchasedFurthermore, in order for the carrier to analyze and calculate the compensation, and provided that the baggage claim was initially sent in writing to the carrier within due times, the client is then requested to provide the Property Irregularity Report (baggage file created at destination) as well as all the billsIn the current situation, and as we understand how tiring it was for your year old mother to travel from USA to Cyprus, we have decided to make an exception and to offer [redacted] an all-inclusive compensation for USD Please note that the check should be issued within weeksThank you for having taken the time and trouble to report this experienceWe hope that we shall have the pleasure to welcome [redacted] again next year, as you mention that she travels to Cyprus each year."We would like to point out that this claim is now closed on our sideWe hope that the above is of assistance to youRegards, Air France Customer Care USA

Revdex.com:
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]
I understand that fares are not refundable or changeable and I am disappointed despite voicing my concerns for my safety I didn't get the service and the attention that a customer should getIt was frustrating when an air france agent, despite the fact that made me pay for my return ticket, booked me only to Miami and not to nyc saying that there were no flights available out of Miami in the next days which is unfortunately not accurate and not true at all since I could show them many available places on delta flights but they refused to book them for me and advised me to call DeltaAnd I had to make arrangements myself instead of air france agent taking care to make sure I get safe to my final destination.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ** ***

We are sorry to learn of *** ***’s disappointment at the commercial gesture we offered in response to her recent complaint and regret that she remains dissatisfied
Having once again reviewed her request, we regret that we cannot add anything further to our previous response, as all details brought to our attention had already been taken into account
That notwithstanding, to show our good faith, we are pleased to offer a non-refundable electronic travel voucher equivalent to the amount paid for the excess baggageIt is valid for one year at the purchase of a ticket on our linesDetails will be sent to *** *** shortly in a separate message
*** *** has our assurance that we are well aware of our commitment to customer care and despite her poor experience on this occasion, we certainly hope that she will choose Air France again in the future as a result of this communication

Revdex.com:
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]
Where did you get reroute to American Air Lines? I was never re-routed to American Air LinesPlease read my complaint again!!!!!!!!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
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:
Revdex.com: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:In response to your offer of a $voucher to be used on your airlines for the way my mom was treated and the unnecissay stress she went through after paying $for a ticket from a well respected airlines that promises it's passengers "Services designated to meet you individual needs" and "Dedicated assistance services", etc. is not acceptable to us First of all, my mom never wants to travel on Air France again after what she went through Never has any other airlines treated her ithe way Air France did in the yearly travels she has been doing for over years A voucher to travel on your airlines is worthless to her AND, the cost of her ticket was $2050, and that's not to mention the worry and stress that I went through trying to find her when phoning your airlines and airports in Paris, Belgrade and Cyprus and being told by YOUR agents repeatedly that no such person was anywhere to be foundI don't want to go into detail about the stress and worry I went through and the horrible things that went through my mind, because I cant relive that experience again Asking for the price of what my mom paid for her ticket, and for it to be cash and not a voucher to your airlines so she can use that money on a ticket with an airlines where her experiences in the past have been much better, is the least we would accept I am ready to go to court for this, because what's wrong is wrong and this is what many others with more experience have told me to do I was just giving you the chance to reply before I go through the process of filing to take you to court.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
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 resolvedHowever I would like to add that although the company have now responded and agreed to refund me the costs incurred by myself, payment has not actually been made yetIf for any reason payment isn't made as agreed I will not hesitate to make another complaint, but for the meantime this is resolved
Sincerely,
*** *** ** ***

We sincerely regret that the difficulties *** *** and her husband encountered during their recent trip with Air France marred the celebration of their wedding anniversary
We always wish to offer comfortable boarding conditions to our passengers and we are sorry that due to
operational issues it was not the case for the flight from New York to Paris
Moving on, industrial action called by several unions representing Air France pilots began on ** September and forced us to delay and cancel a number of our flights
We have made every effort to keep our passengers informed of the real-time evolution of this unfortunate situation through our websites and via press releases to the wider media. We also increased the presence of our teams at airports, on the telephone, via social media channels and at our ticket offices. As many staff as possible have been mobilised to offer assistance and help our passengers rebook or postpone their journeys.
However, despite our best efforts, we regret that these measures alone could not prevent the inconvenience ** and *** *** encountered for their return and we would therefore like to reiterate our sincere apologies in this respect
We have already contacted *** ***, our frequent flyer program, who confirmed that the adjustment of miles and taxes for the change of class on the transatlantic flight has now been doneThey will send them the details directly by email
Moreover, to mitigate the unfortunate impression this incident has necessarily left and in view of the ***’ loyalty to Air France, we are pleased, as a token of goodwill, to offer each of them a bonus of Miles which will be credited to their *** *** account in the next few days
We trust that ** and *** *** will continue to choose Air France and look forward to welcoming them on board again, and at their entire satisfaction, on one of our flights

We are sorry to learn that *** *** is disappointed and dissatisfied with our answer to her complaint
We have carefully reviewed her file and regret that she felt her complaint had not been completely dealt with to her satisfaction
However, *** *** may be assured that all the details provided and the result of our own internal investigation was taken into full accountThis led to the answer that was conveyed by our response of ** October and we are most sorry that this caused disappointment
Also, we perfectly understand that her return trip, with an unforeseen connexion at *** airport, did not take place in the conditions she expected and reiterate our apologies for thatWe regret if she feels that she was not offered a choice for the time and conditions of her return
However, there were indeed very few alternatives and finding a combination of flights that enabled to get her and her husband back to New York less than two hours after the originally scheduled time was an opportunity that could not be missed
Finally, we are sorry that she feels our Company does not hold its word, however, we can confirm that both the mileage and tax adjustments were processed by our Reward Travel Department on ** October The mileage already appears on your account but both that and the tax credit may take some time to be reflected on the statement, up to two billing cycles
We do hope that the above explanation will help soften the negative impact of this situation and that we will welcome *** and ** *** soon on one of our flights

We regret to learn that ** ***’s son was disappointed with the charges required to change her booking
We are sorry that the fare conditions that apply to the ticket were not communicated to him when booking on a travel website
Furthermore, we were unable to verify that one of our agents
provided inaccurate information concerning the change conditions, but we do offer our apologies if this occurred
However, we must confirm that conditions of the fare purchased includes a maximum stay of six months and any permitted changes require payment a penalty fee of 120$US
Also, in order to enjoy a longer stay, up to twelve months, it is possible to pay the corresponding fare differenceWe should highlight that the amount quoted to ** ***’s son is based on the availability at the time and is therefore not guaranteedThe ticket should be changed as soon as possible to avoid an additional fare adjustment
We understand the disappointment the situation described has caused and we do hope that the above explanation will help soften the negative impact of this situation

** ***,As previously stated in our last communication, in order to go any further with our investigation, we would greatly appreciate if ** *** could provide us with the following information:-Ticket number or reservation number-Flight number and date-Receipt of payment for extra luggageTruly yours,Air France Customer Care

We are sorry to learn that *** ***'s family's baggage was delayed and wish to offer you our renewed apologies for any inconvenience caused We are aware of the considerable difficulty incidents such as this can causeEvery effort is made to ensure the handling of our customers' baggage is
seamless and trouble-free and we very much regret this was not the case on this occasion.We understand that she has been in contact weith our office in charge of customers residing in Europe and that they have now settled her claim as of ** February 2015.We look forward to welcoming *** *** and her family on board again, and at your entire satisfaction, on a Skyteam flight

Revdex.com:
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]
I would like to know what would be the cost to travel anytime in March, April, or May at the lowest price? Any day would workPlease let me know so I can book, or what number should I call, and what should I reference?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are really sorry for the difficulties [redacted] has encountered on the occasion of his recent trip on our lines. Please accept our assurance that this information will be taken into account and used in our constant endeavour to improve our service. Furthermore, we have noted that Delta...

Air Lines, who was the issuer of ticket and marketing carrier for this journey, has responded to [redacted] and offered compensation  You have our assurance that we are well aware of our commitment to customer care and despite [redacted]’s poor experience on this occasion, we certainly hope that he will choose our airline again in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

An agent advised me that I was allowed allowed three bags. I was told told one liggage, carry on and one shoulder bag. When I got to the counter, the agent made me pay for the small shoulder bag that came out to be $75.00. Please note other customer's were complaining that they were told the same information. I want this investigated and my money back. I was embrassed and other customers were throwing their personal items in the trash... previously, someone requested my boarding pass number which was 0619 time 8:05 am gate h06 seat [redacted] date 08/**/2014 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answe]
 r Here
 I'm not satisfied with the business answer.
I don"t  need any bonus miles or points because I'm not going to use Air France any more and will advise my friends and family members not to use them too. I will share my bad experience on the web.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]