Air France

Dear [redacted],We regret that [redacted] wasn’t satisfied with our ground agent in Port-au-Prince.Unfortunately, we can’t answer favorably to his request of refunding his ticket and hotel charges in Miami. Pricing conditions of his ticket # [redacted] were not flexible, meaning changes were...

not permitted and ticket is not refundable and not re-routable. The fact [redacted] decided to change his flight on his own isn’t under Air France responsibility. Therefore, any modification fee is under passenger’s responsibility.Best Regards,Air France Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted], I am sorry to learn our answer didn’t bring satisfaction to [redacted]. Unfortunately, I can’t answer favorably to his request to refunding his expenses after changing himself the date of departure. Air France follows carefully any situations that might generate a serious threat to our passenger’s safety.  Depending of the gravity, flight cancellation can occur and passengers are then offered other options. In this particular case, flight AF 2763 on February [redacted] departed as scheduled, as no cancellation was judged necessary. In addition, our conditions of carriage show that certain tickets, which are sold at specific fares, are partially or totally non-modifiable and/or refundable. It is the Passenger´s responsibility, when making their reservation, to consult the conditions applicable to the use of their ticket and, where necessary, to take out the appropriate insurance to cover the circumstances under which they might have to cancel their journey. Conditions of Carriage, Art 3, 3.1 (c) As explained in our previous communication, changes were not permitted for his ticket and therefore, not refundable and not re-routable. Best Regards,Air France Customer Care Best Regards,

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 matter. We 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 matter. Please note that the client has already received as an exception an all-inclusive compensation in the amount of $800.00USD. In regards to this, we will be cancelling the travel voucher that was offered in the amount of $500.00USD. Please see the message below that was sent in response to the DOT claim: “Sent to [redacted] on **NOV14 DOT 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 [redacted]). Air France flight [redacted] arrived to CDG airport on **JUL ten minutes late, at 11:40 am instead of 11:30 am. We 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 time. The 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 regrettable. We thank you for sharing this information with us, since quality of service is a keyword at Air France. We 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 experience. While 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 possible. Again, we reiterate our apologies for the lack of communication. You 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 well. Clearly, your mother’s experience was not the smooth trip we wanted to provide, and we are sorry about it. The Montreal Convention, which rules international air transportation, stipulates that claims for purchases of first necessity must be made in writing to the carrier within 21 days from the date the baggage was remitted to the [redacted], and the frame time is 7 days in case of damage to baggage. Beyond these time limits, the carriers shall assume no liability and only the client’s insurance may provide compensation, depending on the policy purchased. Furthermore, 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 bills. In the current situation, and as we understand how tiring it was for your 83 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 800. Please note that the check should be issued within 8 weeks. Thank you for having taken the time and trouble to report this experience. We 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 side. We hope that the above is of assistance to you. Regards, Air France Customer Care USA

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:In response to the Dec.* letter from Air France that I recieved from you, the Revdex.com: on Oct ** 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 upset. The truth is, my mom has never been the same since this trip. On Oct ** I wrote to the Dept of Transportation and explained to them the story that I explained to Air France. On Nov *, I wrote that we accepted the $800 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 $500 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 $2050. 

 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are sorry to learn that [redacted] incurred an excess baggage charge following his reroute on American Airlines due to the cancellation of his flight. However, 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 83 $, equivalent to 65 € 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.

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 offered. We paid $8000 for this trip cruise experience: lack of responsibility by AirFrance have completely ruined last two days of our trip. This is roughly $1100 of money wasted.   We have received flight cancelation notice less than 24 hours before the flight and no notification or suggestion about further action needed. Since 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 stay. Apparently, 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 45 minutes to transfer. When asked an Air France representative whether it will be enough time to change planes, she assured that it will. We 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 words. We were misinformed! Transfer took place in [redacted]. Since our flight arrived about 10 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 help. After 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 door. I 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 tarmac. All 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 all. I payed $ 677.42 in taxes and 125 000 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 service. If 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 available. The 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 concern. My 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 days. Have pictures to provide if necessary. Air France have not reimbursed taxes payed and deposited back to my account prorated milage from business class to economy class tickets. This’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]

Dear [redacted], This is in reference to Customer claim ID[redacted] for [redacted]. We wanted to advise you that we have replied directly to the passenger as she has sent us her original claim to our Customer Care office directly. Here is a copy of what we have sent to her: “Claim No[redacted] /...

**JUL2014 Should you wish to reply to this e-mail, or check the status of your request, please use the following link to send us your message: Click here Dear [redacted] We are in receipt of your correspondence concerning your travel on July [redacted], 2014 from San Francisco to Larnaca and would like to thank you for taking the time to share your recent experience with us. At Air France-KLM, we take great pride in ensuring our customer’s satisfaction. Unfortunately, your expectations were not met on this occasion and the feedback you provided us with will most definitely contribute to the improvement of our service. We were truly dismayed to read your story and wish to offer you our most sincere apologies for the inconvenience you described in your e-mail concerning the delay in getting to Larnaca and the difficulties you encountered at the aiport in Paris. Your story certainly does not represent the level of service we wish to offer our loyal customers. We also regret to learn that upon her arrival to Larnaca her bag was delayed and upon receiving it some items were stolen. If a baggage file was opened with Air France at the aiport, we kindly invite you to send us the reference as well as the receipts for the stolen items for our consideration. You may send us this information as an attachment by following th link above this message. If the baggage file was opened by another carrier, we kindly invite you to contact them directly for this baggage issue. The comments you shared with us have already been forwarded to the managerial staff in Paris that will then be able to give the appropriate feedback to our ground personnel. As a token of our special appreciation, we wish to offer you a non-refundable travel voucher in the amount of USD$500.00. Valid for one year from its date of issue, the said voucher will soon be sent in a separate e-mail that will also contain the details of its terms and conditions. We deeply value your relationship with our company and are committed to providing you with the highest level of service simply because our customers deserve the very best. [redacted], you also have our assurance that we are well aware of our commitment to customer care and that the situation you have experienced was exceptional. As a result of this communication, we certainly hope that you will feel better able to choose KLM again in the future for your travel needs.” We hope that the above information is of assistance to you. Sincerely, Air France Customer Care USA

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 cause. Every 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 7 days after receiving the baggage.
?We are also sorry to learn of the disruption to [redacted]’s return journey. Having 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.

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 Answer Here]
 
 It wasn't up to me to change my ticket. I was obliged by the fact that there was going to be a strike the day of my departure with threat ma of cutting the airport road with fire and I needed to get to nyc on 02/**/205 since I am a medical doctor and I have patients to take care of. Airlines should be flexible during these emergency situations when safety of passengers might be compromised and not giving them a hard time and be rude and unprofessional to them. I am not requestingn refunding but also some incentives for the very bad customer arrice and unprofessionalanners of air France staff in PAP toward a customer who is loyal to Air France. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have taken full note of [redacted]’s remarks, regarding her recent [redacted]’ Skymiles® reward journey from Washington to Paris on Air France, and we are really sorry for the difficulties encountered on this occasion.We regret that the upgrade that requested, after being offered to you by...

an agent from the call centre, could not be confirmed. We are further sorry that when [redacted] realised that this operation resulted in the cancellation of the original ** September 2014 seat selection, she felt the agent on the telephone did not do everything possible to reinstate that seat selection and requested the intervention of a supervisor, whom, according to her comments, misinformed her about the status of her request.We should highlight that as the date of departure approaches; the seats available for selection are limited, especially, such as the case at hand, when the flight is booked solid. Furthermore, less than 48 hours before departure, they can only be selected when checking-in, either online or at the airport.We do hope that the above explanation will help soften the negative impact of this situation.Moreover, to mitigate the unfortunate impression this incident has necessarily left, we are pleased, as a token of goodwill, to offer [redacted] and [redacted] a bonus of Miles which will be credited to their SkyMiles® accounts in the next few days.We wish to convey to [redacted] 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 for her future travel needs.

Review: Dear [redacted] / [redacted] department, this is my 2nd letter to you including my contacting you from Italy , talking w/ your representative several times during trip. Trip December [redacted], 2012.Still no response! Travelers involved 3, [redacted], [redacted] (husband) and [redacted] our son. We traveled to Italy on multiple flights and stayed at the [redacted] among others thru an [redacted] booked vacation. [redacted] has also not written back. I sent a complaint to [redacted]. I never heard from them or [redacted]. During vacation,dealt with [redacted] directly as they broke my electric wheelchair during flight (they agreed to pay for it and sent it back, but have yet to pay for repairs!). Needless to say with 2 handicapped travelers no having a wheelchair , once in a lifetime vacation was a complete disaster.No wheelchair for entire trip! Additionally, [redacted]. We filed report with flight staff. We are seeking 3 round trip tickets and accommodations to anywhere we choose to make up for this horrific experience on your airlines. Below are the facts: 12-*-12 flight [redacted]. Promised electric chair would be in Portland, it never arrived. Portland to Amsterdam flight [redacted] 12-*-12. Chair did not arrive. [redacted]. Flight crew notified. We were told if we filed report in Amsterdam with authorities, we would miss our next flight and would not be put on another. This lack of responsibility for such an egregious crime was troubling. Amsterdam to Rome, flight [redacted], 12-*-12. No chair, lost our bags (no clothes), food poisoning from mystery meat sandwich served on flight, electric chair finally delivered to hotel broken and badly banged up, will not go backwards or turn and battery dies quickly. Multiple calls to your [redacted] department, finally have to pay ourselves to get broken electric wheelchair (300 lbs) to your customer service desk. It is shipped to Boise, Idaho for repair with promise that [redacted] will pay but they never do. Meanwhile, no wheelchair for entire trip! Rome to Venice, flight [redacted], 12-*-12: no record of my [redacted] needs or broken chair. Agents [redacted] and [redacted], agents drive us in their own car to next flight. (The only help we had the entire trip). Venice to Rome, flight [redacted], 12-**-12: still no electric chair. Rome to Paris, flight [redacted], Airfrance: no issues but no wheelchair still. Paris to Utah flight ** 12-**-12: Trip continued with no wheelchair, handicapped husband had to put me in his wheelchair which worsened his condition and put him into [redacted] for [redacted] upon our return. Flight [redacted], Utah to Boise 12-[redacted]12: BAG lost again. By the time we returned, it was another week or 2 before we got our electric wheelchair, now not running at all. I was in bad shape physically with 2 broken feet, broken back, hip replacement, carpel tunnel from wheelchair flare up. Husband had another lost bag, had to go into [redacted], spent next several months recovering. We were told someone would call but no one ever did! Here we are nearly 2 years later. No one plans to or cares it see[redacted] We are being more than kind to simply request at this point 3 roundtrip tickets to Italy or anywhere we choose to go (can't get much farther than Italy) and to have the wheelchair paid for or replaced. I plan to cop[redacted], Revdex.com, [redacted] and others if we do not hear from [redacted] within 7 business days with a requested resolution. Thank you, [redacted] ###-###-#### [redacted]Desired Settlement: DesiredSettlementID: Refund

3 roundtrip ticketsrepair / replace electric wheelchairtravel accommodations

Business

Response:

Dear [redacted]

This message is in regards to the customer complaint ID [redacted] that was received from [redacted].

?Please note that [redacted] has also contacted the DOT (Department of Transportation) in regards to the same claim.

[redacted]’s claim has been responded to through the DOT today October [redacted], 2014.

Please find enclosed as an attachment the letter that was sent regarding this matter.

Thank you for your understanding in this matter.

Sincerely,

Air France Customer Care

Consumer

Response:

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:

Dear KLM / Delta ([redacted]), thank you for your response. First, let me address some of the confusion you said you had. I re-read my email to you, where I clearly state, although wheelchair was sent back by Delta to a repair shop( in Boise, Idaho) those repairs were never paid for by Delta or anyone else except me. When I did finally get wheelchair back, my trip was weeks over and the seat was still broken and wheelchair still badly damaged from the flight. It has never run the same again and certainly looks 10 years older,dirty,chipped and torn. Nowhere did I state that Delta actually kept their word and paid for repairs. Please re-read my email. Additionally, while there were no new issues on the Airfrance flight, it was not "trouble free", as I did not have wheelchair. The baggage was missing for at least 48 hours and we were given only a white t-shirt to wear. No one ever gave us a copy of any form, our discussions about when we would get our wheelchair were all verbal with your staff,it took two days to get it and it arrived broken,not usable. We had to pay a taxi company $300 approximately to pick up chair at the hotel and deliver to the Rome airport terminal ,after being delivered to hotel damaged. I am surprised you do not have a record of this yourself. The company we paid was an independent company as Delta was unwilling to come back out for chair and we were not able to lift it ourselves. Although we asked, no repairs were made or offered for the duration of the trip,when we attempted to find one ourselves we were unsuccessful. I wouldn't know where to begin w/the cabs and tips we had to pay and the lost plans, this has cost us. Or the long term cost of [redacted]'s injuries. We cannot repeat such a trip, which cost over 10,000 in total for $500 each. I realize you are all separate companies but also working together. This makes it very difficult for me. I want reimbursement (as minimum) for my repairs (and that is not even addressing the poor shape it is in) or the loss of enjoyment. I'm hoping to hear from Delta as well because the 500 vouchers (which I think is far too low of an offer, although appreciated) on KLM will not do me any good if I can't get there. The cost for repairs on the chair totaled approx $1000 but this did not address the broken seat (another 500.) Which I have not been able to afford to repair. I'm hoping you will take this into consideration and improve your offer in this situation or work w/Delta to do so. I feel that anything less than a replacement of the entire trip , wouldn't be fair. Airfare , accommodations and of course the cost of the repairs to the chair. To my knowledge I have none of the forms you are asking about? I did fill out something in Rome on the way home at the customer service desk. They did not provide a copy to me.I did speak customer service multiple times,even the US Embassy. How do I forward a receipt for the emotional trauma of a 9 year old encountering an aggressive sexual predator and having to tell him-we can't tell the police for him because the airlines will not provide a new flight if we stay to do that? (after we reported it to the flight crew) and we don't have enough money to repurchase new tickets? Lastly the food poisoning. We hadn't eaten anything else. All 3 of us got extremely ill. Trust me, it was food poisoning. If you are unable to work w/Delta on this to provide a simple 3 roundtrips to anywhere package.Then please at a minimum pay for the chair repairs and increase your offer to 1000 per person and the chair repairs and I will work w/them on the mainland part of the flight.Looking forward to hearing from you.

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

Sincerely,

Business

Response:

We wish to inform you that [redacted] had also sent the same comments directly to us and below is the response we have provided to her:

Claim [redacted] / [redacted]

Should you wish to reply to this e-mail, or check the status of your request, please use the following link to send us your message: click here

Dear [redacted],

We regret to learn that you are disappointed and dissatisfied with our previous answer and our goodwill gesture, which we hoped would compensate the difficulties you encountered a bit. We have carefully reviewed your file and we regret that you felt your complaint had not been completely dealt with to your satisfaction.

Please be assured that all the details you provided and the result of our own internal investigation were taken into full account. This led to the answer that was conveyed to you by our email of * October 2014 and we are most sorry that this caused disappointment. Despite a thorough review of your file, we must respectfully reiterate the terms of our last communication to you.

We trust that you will continue to choose KLM Royal Dutch Airlines and look forward to welcoming you on board again, and at your entire satisfaction, on one of our flights.

Best regards,

Customer Care

The data and information contained in this message may be confidential and subject to professional secrecy and is intended for the exclusive use of the recipient at the address shown above. If you receive this message by mistake, we ask you not to copy, use or disclose it. Please notify this error to the sender immediately and delete this message from your system. [redacted] (also known as [redacted]) is registered in Amstelveen, The Netherlands, with registered number [redacted].

Consumer

Response:

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:

How convenient that KLM (in Europe) will be handling the chair, when I left the chair in Delta's care in America! I have not received any travel vouchers or anything else from you or KLM. I will send the receipts and continue to pursue the 3 roundtrip tickets and accommodations that would be the only reasonable compensation. PLEASE PROVIDE MAILING ADDRESS SO I CAN SEND THESE ITEMS CERTIFIED MAIL. Since so many of my communications with you have gotten "lost".

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

Sincerely,

Review: I purchased an airline ticket on 4/** and then proceeded to cancel the same day (because I made a mistake). I got an acknowledgment of the request. But nothing further. I called customer service the same day and they said there is nothing they can do to check if the ticket was canceled and said I had to wait. In the meantime, we are 3 weeks later, my credit card has been charged, and the ticket is still not canceled. I have the legal right to cancel tickets within 24 hours and get a full refund. This hasn't happened.Desired Settlement: I want a full refund of the ticket (as is my legal right)

Business

Response:

Dear [redacted],Thank you for your message.In order for us to go any further with the review of your file, please provide your ticket number (reservation number) at your earliest convenience. I will treat your request upon reception.Kind regards,Air France/KLM Customer Care

Consumer

Response:

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:The business is requesting my ticket number. The ticket number is [redacted]. Booking reference: [redacted]

[Your Answer Here]

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

Sincerely,

Business

Response:

[redacted],I am sorry our last answer didn’t bring you satisfaction.I would like to thank you for providing the proof of contact with Air France. This e-mail is enough for us to process your refund, as per our 24 hour cancellation policy.Our refund department will be in touch with you shortly. We thank you for your patience in this matter and we hope everything was solved to your entire satisfaction. Kind regards,Air France Customer Care

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Much thanks for helping out. Without your intervention, the problem would not have gotten a positive resolution.

Sincerely,

Review: I have reserved an international flight ticket from IAD to SVO for my wife. I have called 3 times asking for my Flying Blue miles to be applied to the flight so I do not lose my reservation. Everytime, I have been assured that a confirmation # is coming through but nothing has come (checked spam/junk folder). Also, my Flying Blue miles balance is still the same as it was prior to the transaction.Desired Settlement: If I lose my reservation, I will require free airfare on the flights as I have purchased tickets for myself for the same trip using cash. And I would like my miles to be refunded and non-expirable for an additional year (they expire after one year)

Business

Response:

[redacted],

Thank you for contacting us via the Revdex.com website.

Our records show that the Miles were applied to the flight (passenger name record [redacted]) on December [redacted]. Please allow a few days before you see the transaction on your Flying Blue account.

Kind regards,

Air France / KLM Customer Care

Review: I bought two tickets on my name and my wife ,plus separate one my daughter,Miami-Berlin one stop in Paris,for the 6/**/14,fly #[redacted],,on 3/**/15, when it was confirmed.

The night before the fly, 6/**/15,my daughter , tall me that she get her confirmation if I get mine,,I told her we did n't get it, we call Air France , why we did n' get it, that was around 9.00pm, the answer that we don't have any reservation for the next morning , I told them was impossible and I gave them the reservation number [redacted],they said that our reservation was cancelled ,I told them we never made any cancellation, who do it?give me the cancellation number, they don't found nothing, the answer was someone cancelled ,nobody new who was, by sure not as,.I said ok ,put our name there because we paid this ticket 3 months ago, they said is all sold , and they don' t have place there for us, I ask for a manager , she gave me the same answer ,they said the only solution for you you is to fly the next day in the same # fly, that was impossible because we organized a trip a long time ago, for different s cities, hotels ,fly s ,etc .,the other option you have is take another # fly, on the same day instead of taking it at 8.30 pm,it is at noon , and have a stop at New Yok, another one at Amsterdan and finally you arrive at Berlin.

They don t give us another option, take it or live it,none of us could work on the 6/** because we had to advance our fly,in this change also was my daughter because it we were flying the three of us together .

I ask them you make all this mess , we were lucky we phone to confirm the night before ,how you compensate all this situation,?,their answer was we can give you three vouchers,one for each of $150,I said this is miserable you over sold the sold , including our tickets , minimum you have to give us a ticket of the same value or the same travel we bought, again take it or live it , it was already 12.00am, and we have to run to change all our schedule of the next day including prepare our bagsDesired Settlement: the responsibility, that they haven t took, and like any airplane company, when they over sold your ticket, say sorry we made a mistake, we will compensate with a new ticket on first class for the three of you

Business

Response:

Dear [redacted],

Following a thorough review of the file for these passengers, I see that their bookings to travel on Air France from Miami to Berlin via Paris on June [redacted], 2015 were cancelled by our partners’ system, Delta Air Lines. This was done in error.

When the passengers were made aware that their file was cancelled, they contacted the reservation office and were rebooked on another option. They were rebooked to travel earlier the same day on Delta Air Lines from Miami to New York, and from New York to Amsterdam and finally to Berlin on KLM.

While we had them leaving the same day, June **, 2015, they left from Miami at 12:05pm instead of their original departure time of 8:30pm.

We apologize for this disruption to their journey as they had to leave earlier than expected. While I understand they request first class tickets, we cannot accede to this request.

I am offering them each a non-refundable travel voucher for USD400.00 which can be used for travel on our Air France, KLM and Delta Air Lines up to one year from the date of issue.

The travel vouchers have been issued as follows, valid for use until October **, 2016:[redacted]

They will receive these vouchers by email at [redacted] within the next 48 hours.

Best regards,Air France Customer Care

Consumer

Response:

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:When we require a compensation of a ticket, similar of the money or the miles we purchase , wasn't because we were a looking for a tip or alms , was, because like you said you made an error,for us was much more than that , or different ,sell the same place in a plane for more than one person.The situation did n 't finished with that, or that we had to change completely our schedule of the next day ,stress, or made three stops to our final destination , when we paid for two stops , etc..Your company abuse ,devalued, thoughtlessness us, not like costumers ,because is clear that the way your company is linked with them, but like people, when we spoke with your employees ,doesn't matter what their level, they had something very similar in the way they linked to us ,I repeat their thoughtlessness of us ,and it seems your are doing the same trying to bargain what is your obligation to get responsible of your acts, like people and company. thank you

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

Sincerely,

Business

Response:

[redacted],Thank you for your message. I am sorry to learn that you are disappointed and dissatisfied with our answer to your previous letter. I have carefully reviewed your file and we regret that you felt your complaint had not been completely dealt with to your satisfaction.Please be assured that all the details you provided and the result of our own internal investigation were taken into full account. This led to the answer that was conveyed to you by our last email and we are most sorry that this caused disappointment. Despite a thorough review of your correspondence, it is with regret that we are nevertheless unable to meet your claim for reasons previously explained.Thank you for taking the time to share your comments with us again.

Best regards,Air France Customer Care

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: After a decade of brand loyalty, I purchased a skymiles trip to paris through your airline. As this was a very important trip for me and my spouse (a ten year anniversary without the kids), we booked the tickets early and were sure to get two seats together, and not in the back row (which makes me very nauseous. I am fine in any other seat). A few days before the flight we got a nice bonus and tried to upgrade our seats (to first class or seat plus or any upgrade. We were happy to pay the cost of the upgrade). Your agent told us an upgrade was available, and we agreed to pay the cost and gave our credit card information. She then put us on hold for forty five minutes before telling us that a computer bug prevented the upgrade, and we were stuck, and then hung up on us. We then checked our reservation online and found that our seats were no longer together. Apparently your agent took away our seats but never gave them back. We called back, and your new agent told us the seats were no longer open to change and we could not sit together. We were upset, but polite and asked for a supervisor. After a long hold, we explained the situation (we have only a few days together and this is a special trip and we booked way in advance and sitting together is very important to us and we were willing to pay the cost of an upgrade and not asking for freebies, just the seats we booked) and the supervisor, after forty five minutes, promised that we were back sitting together. She repeated this multiple times. Note everyone we dealt with was very nice until they saw that we booked with skymiles, and then became utterly unwilling to help or be nice. Note that were polite and calm throughout. So we were very upset when we arrived at the airport and discovered that not only were we no longer together, we were sitting in the very back row, which was my only stipulation. It is as if you went out of your way to find the worst you could do for us. We told the gate agent, who once again treated us contemptuously.Desired Settlement: So we wasted three hours on customer service, were subject to unnecessary unpleasantness, and were given the exact seats we speciifcally asked not to get (and had reserved others)

Ideally, I would like the time I wasted back, and would like to have sat with my husband in the seats we reserved. Had you just informed us that the cost of a skymiles ticket includes being treated poorly, having your requests and reservations ignored, and being subjected to a week's worth of contempt and indignities, we would never have booked the tickets, and certainly would never have wasted years preferentially using your brand. Perhaps you could at the very least treat us with the tiniest bit of respect?

Business

Response:

We have taken full note of [redacted]’s remarks, regarding her recent [redacted]’ Skymiles® reward journey from Washington to Paris on Air France, and we are really sorry for the difficulties encountered on this occasion.We regret that the upgrade that requested, after being offered to you by an agent from the call centre, could not be confirmed. We are further sorry that when [redacted] realised that this operation resulted in the cancellation of the original ** September 2014 seat selection, she felt the agent on the telephone did not do everything possible to reinstate that seat selection and requested the intervention of a supervisor, whom, according to her comments, misinformed her about the status of her request.We should highlight that as the date of departure approaches; the seats available for selection are limited, especially, such as the case at hand, when the flight is booked solid. Furthermore, less than 48 hours before departure, they can only be selected when checking-in, either online or at the airport.We do hope that the above explanation will help soften the negative impact of this situation.Moreover, to mitigate the unfortunate impression this incident has necessarily left, we are pleased, as a token of goodwill, to offer [redacted] and [redacted] a bonus of Miles which will be credited to their SkyMiles® accounts in the next few days.We wish to convey to [redacted] 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 for her future travel needs.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Return Flight Rome Fiumicino to Grand Cayman Delta Air Lines. Incorrect information given at check-in Rome regarding collection of bags told bags would be collected at destination. Although already checked in for connecting flight; Toronto to Atlanta (no seats assigned travelling with 2 ch so wanted to ensure we were seated together) Went to checkin 2.5hrs prior to dept. They advised me I shouldve collected my luggage to clear customs. I told them this is not what I had been told in Rome (and showed them the baggage tag) they said I had been ill advised. They asked ME what I wanted to do about it and refused to help me. Told me I would risk missing my flight and as it was Xmas ([redacted] Dec) they couldnt guarantee that they could get us on another flight. They told me I had to leave without my luggage and make a claim at my destination. Despite having 2.5 hours they were not at all willing to try and help me. At the gate we were the last to board as they were not able to give us seats together. Children had to sit separately to adults. (unacceptable). I spent the duration of my holiday tracing my baggage/waiting for phone calls etc. I could see on the world tracer where my bags were, but Delta didn't have a clue, I was telling them! One bag appeared on day 6. The second bag containing all my Christmas presents amongst other things never turned up. On the return trip I was again given incorrect information regarding where my luggage should be collected. Had I not checked with the customs officer at Detroit I believe my bags would have been lost on the return trip too. I was told to collect bags in Paris. This was not the case. I had to clear in Detroit, then from Detroit they were sent directly to Rome to my final destination (after I had waited for them in Paris as I had been advised). Since completing my claim and sending it in I have had no response from Delta. Sent a letter of complaint about the appalling service and still no response. This is totally unacceptable service.

Product_Or_Service: FLIGHTS

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want a full reimbursement. I also want the maximum payout out of compensation as per the 1999 Montreal Convention of 1131 SDR per Passenger for the simple fact that due to Delta Air Lines appaling customer service and complete lack of customer care my families Holiday and Christmas was completely ruined, I had no budget to replace these items and had to use the holiday budget to replace. All the money spent on our holiday was completely wasted as we were not able

Business

Response:

We are sorry to learn that [redacted]'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 cause. Every 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 [redacted] and her family on board again, and at your entire satisfaction, on a Skyteam flight.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. However 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 yet. If 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,

Review: I flew on 6/**/14 from Detroit to Amman Jordan flying with Air France. I had a connecting flight to Paris landing on 6/** with a 7 hour layover. The following is the flgiht number (Flight #: [redacted]) from Detroit to Paris. I left Paris heading for Jordan (Flight #: [redacted]) and arrived in Jordan at 8:40 pm (Jordan time). From Detroit I checked in 2 suitcases (paid $75 for the second bag) and I was supposed to have both suitcases shipped/flew to Amman Jordan. After my plane landed in Jordan, both suitcases did not make the trip. I waited 2 hours in the airport for my suitcases to show up but nothing came. I went to the luggage department to let them know of my missing baggages and filed a complaint on 6/**/14 (the day I arrived in Jordan. Three day later, I was contacted and informed that my suitcases did not make the trip from Paris to Jordan and was informed that they would arrive on monday evening 6/**/14. During these 3 days, I did not have any clothes but what I was wearing. I then had to go shop for clothes, shampoo, etc. and purchase these items at my own expense. After I got my suitcases on 6/**/14 late evening, I noticed upon opening my bags that the chocolate candies I brought for gifts were all melted and perished.Desired Settlement: I am seeking monetary reimbursement for my clothing expenses, perished items and inconvienence.

Business

Response:

We are sorry to learn that [redacted]’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 cause. Every 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 regret that the chocolate that [redacted] placed in his checked baggage was not in good condition when the suitcase was returned to him. However we should respectfully indicate that airlines cannot be held liable for spoiled perishable goods. Compensation is therefore not provided in this case.

However, we will gladly contribute to the expenses you have had to make to replace basic necessities contained in your delayed baggage, such as clothing and toiletries.

Also, we kindly ask that [redacted] send us, for our consideration, a copy the receipts of the items he has had to buy. He may do this through the form on our website [redacted], under Contact us / Claims / Other claims and online form.To ensure priority handling, he should indicate the reference for his file [redacted] in the last field of the form.

In the meantime, we thank [redacted] for his patience and understanding.

Consumer

Response:

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 Answer Here]

I attached my receipt to Air france

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

Sincerely,

Business

Response:

Dear [redacted],

This is in reference to the client complaint ID#[redacted] for [redacted].

[redacted] has sent his receipt for reimbursement of his purchases of first necessities due to his baggage delay through the Revdex.com.

We would like to inform you that [redacted] will be receiving a check in the amount of $402.00USD, in reimbursement of his purchases of first necessities.

The check will be sent under separate cover to the mailing address that he has provided on his file and will take 4 to 6 weeks before he receives it.

We hope that the above will be of assistance to you. In the meantime we remain,

Sincerely,

Air France Customer Care USA

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On ** April 2015, I sent a detailed email to Air France to request a full refund for a return ticket with Air France from Houston to Rabat, Morocco that my father purchased from a travel agency in Morocco along with a similar ticket for my mother. The plan was for both of them to visit Houston from ** February to ** May 2015. During their visit, my father unexpectedly had [redacted] and passed away on 7 March and never got a chance to use it.

When we tried to change my mom’s return ticket to ** March, the Air France representative in Houston made a mistake and changed my dad’s return ticket in the system as well since both were purchased together.

The travel agency in Morocco has refused to help us with this refund because both tickets were changed by Air France directly in Houston. Meanwhile, Air France has been dragging us since April with no answer or clear explanation. Every time I call them, they tell me something different. The last story two weeks ago when I called them and got transferred to 4 people was: “The request case was closed because their system shows that my dad’s ticket was used and they will try to reopen it again and deal with this through their reps in Casablanca, Morocco.”Desired Settlement: What we need is a full refund of my dad’s return ticket only from Houston, Texas to Rabat, Morocco which was never used. My mom did use her return ticket on ** March instead and just had to pay a fee for that. We also would like this matter to be settled in Houston where the mistake was made by the Air France rep. We also want the refund to be issued in Houston because we no longer have contact with Morocco.

Business

Response:

[redacted],Thank you for contacting us.First and foremost, I would like to offer you my sincere condolences for the loss of your father.We are disheartened to learn about the situation you have reported. However, because you have not mentioned the name of your parents, we have been unable to pull up their reservation. This been said, we understand your parents booked their tickets with a travel agency and not with Air France. We also understand they booked their ticket in Morocco and not in the USA.In regards to the proceedings, we regret to inform you that our office is unable to deal with matters linked to foreign countries. As such, we must respectfully suggest remaining in touch either with the travel agency or Air France in Morocco.Kind regards,Air France Customer Care

Consumer

Response:

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 Answer Here]I have attached all the documents I already submitted to Air France when I emailed them directly. I expect their US office to help me with this matter because the mistake was made by a US rep and not the travel agency or the AIR France office in Morocco. The documents I provided can help them pull my parents' tickets and case and issue a refund.

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

Sincerely,

A[redacted]

Consumer

Response:

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:

This response is very disappointing and doesn't help at all since the Air France rep who made the mistake was in Houston and not Morocco and we don't know who to reach out to in Morocco to resolve this matter.

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

Sincerely,

Business

Response:

[redacted]I am sorry our answer didn’t bring you satisfaction.Unfortunately, this is not a matter where the mistake was made but the country of purchase. Since the ticket was purchased in Morocco we, at Customer Care USA, are unable assist you with this regrettable issue.As we have no direct contact to provide you, the only way to submit your claim is via our website. You have to file a customer care form and mention the address of your mother in Morocco. That way, the claim will be transmitted to the appropriate department, as each one covers a different territory. Thank you for your understanding. Air France Customer Care