Air France

Review: I booked round trip flight Kiev, Ukraine – Baltimore, USA for $975 (AirFrance reference # [redacted], ticket # [redacted] ) for my mother with AirFrance airlines on July **, 2014. On August ** my flight was changed due to airline schedule change. When I went online to review my new flight I found out that the same flight with the same flight connections and flight numbers was available for much cheaper price $886.36 on AirFrance website. I sent refund request of the price difference since it was airline change. I had to wait a few days for response that I finally got on August ** saying “The prices of tickets are the lowest prices available on the day of purchase. These prices even though the same destination can change at any time due to special offers etc. Hence, no refund is due.” I would like my case to be reviewed because it is not fair to customers to change their original flights for cheaper ones at that moment without refunding the difference. All screenshots showing the same connecting flight numbers as well as aircrafts can be provided upon request. I don't see any reason why I have to pay more for airline changes to my original flight to cheaper ones available at that time.Desired Settlement: I would like the price difference of $88.64 to be refunded to my card.

Business

Response:

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

Review: Dear Sir/Madam

I booked a flight on Airfrance to travel on 04/**/2013 Ticket number: **, I was denied boarding due to flight delay and Airfrance switched me to later flight and afterwards I was issued a Refundable Voucher for 300 Euros as a compensation for the delay , This voucher ( # **which expires a year from 3/**/2013 ) was to be refunded or used against a future flight, I opted to get the refund however I wasnt able to reach any Service representative that could help.

Their website provide an online form which redirects to a KLM webpage ( [redacted] ) , I filled the form and followed instructions and never got a response .

I called their customer service more than 10 times and I'd either get disconnected , get pointed to the online form which I did file or lastly They told me to go to the nearest Airfrance Ticketing office to redeem my voucher . Which I did , Traveled 50 miles to Miami Airport on 3/**/2013 and there was No Agent on site , after I asked the Airport authorities I was told that Airfrance agents are only available when they have flights although the gentleman from the Airfrance Customer Service told me on the phone that they are available any time , I made another Trip to Miami Airport on 3/**/2013 in the time I was told by the Airport Customer service as they had flights at 8:30 , I was at the airport at 7:45 AM and couldn't find anyone either.

Although Flying with Airfrance was a great experience their customer service has been the worst I've seen as this has been going on for the past 6 months.

I'd be very grateful if Airfrance carries some actions to correct this terrible customer service experience and I'd be able to redeem my refund,

Thanks in Advance.

Sincerely , [redacted]Desired Settlement: recieving refund issued by Airfrance

Business

Response:

Dear [redacted],

Thank you for your message. We deeply regret the inconvenience [redacted] was caused during a recent flight with us. Due to a change of aircraft with smaller capacity, we were not able to welcome [redacted] and it was necessary to rebook our client.

We apologize for the difficulties [redacted] is experiencing to cash the voucher she was remitted, whereas our goal is to simplify our process as much as possible.

[redacted] is requesting a payment for USD 416. We are glad to confirm that we have asked our accounting department to issue a check for that amount. The check will be issued in approximately two to three weeks.

We hope that [redacted]'s future flights will be to her entire satisfaction.

Yours sincerely.

Review: To Whom It May Concern I had traveled to Paris on July ** from Bucharest (OTP) along with my wife and daughter. This was part of a trip which has been booked through Expedia in January of 2013, selecting Delta as airline. Assistance has been requested for the entire trip and it was provided by Delta and KLM. My wife is handicapped and has her own wheel chair which was checked at the gate before leaving OTP. Upon arrival in Paris (CDG), we had to wait over 30 minutes on the jet bridge for somebody to bring the wheel chair up from the airplane or for assistance. Four Air France ground personnel assured us that assistance is on its way but nothing showed up. Once the assistance arrived, we are able to go to the baggage claim to retrieve our luggage. We have left Paris on July [redacted]. The person at the check-in desk informed us that we had no assistance for checking in, even though the tickets were purchased six month in advanced along with the request for assistance. Not being able to obtain any assistance, the clerk was very helpful ensuring we had priority checking. Upon arriving at the gate, our boarding passes were taken by another clerk for the reason that the assistance personnel would have to have them in order for us to get through the jet bridge. No assistance ever showed up. We had requested the boarding passes and informed the clerk that I will wheel my wife without any additional help – request was denied. Another person from assistance was in the area helping other passengers and we have asking him for help – in a very poor English he refused to provide assistance for the reason of waiting for one of his colleagues and we need to wait for somebody else. In the end, he agreed to come along with us on the jet bridge, me wheeling my wife’s chair and him being our escort (not that we needed one). In the airplane, the announcements were made in very poor English and we couldn’t make anything out of the information provided. Due to this, we’ve missed access to duty-free. The service in CDG was very dissatisfactory and I am very disappointed and frustrated with AF for not being able to get assistance, even when basic things were asked for, like getting our own wheel chair back. For future trips, I will select the airline which is offering basic or better level of service for people with disabilities, keeping in mind the bad experience I had while traveling with Air France. Respectfully, [redacted] Travel details: July **, 2013 : OTP – CDG on Air France [redacted] July **, 2013 : CDG – JFK on Air France [redacted]Desired Settlement: proper response to people with disabilities, ensure resource availability speak English clearly so announcements can be understood apology

the poor language skills (unclear announcements) have caused us to miss the opportunity of

purchasing a gift from the duty-free shop.

I have found the same item on the merchants web site (same price); however, the shipping and handling cost me $20 which could have been saved if I would have been able to purchase the gift

on the plane.

My desired settlement is the cost of shipping and handling ($20) which will allow me to purchase the item at the same cost as I would have purchased the item in flight.

To be specific, the item is Magic Box-Set 74(04816) and can be purchased from [redacted]

Review: On January *, 2016, I checked my bags at DTW and proceeded to fly to CDG on flight AF 377. From there, I boarded my connecting flight, AF3374, to IEV. Arriving at IEV well past the scheduled arrival time, I went to pick up my bags. After waiting for all of the luggage to be unloaded and not having my bags, I proceeded to the lost baggage counter. There I told the representative that my bags did not arrive and that I had another flight, which I booked separately, that I needed to catch. Because that flight was boarding, she told me to go catch my flight. Following her advice, I did just that.

After arriving in Kharkiv, I tried to contact Air France (AF) about my bag. They informed me that there was nothing the could do until they had the Bag Tag Numbers. These had been placed on the back of my boarding pass. However, when my boarding pass was issued at DTW, it was only issued to CDG, and not IEV. This caused an issue with security when I tried to travel to a terminal to catch my connecting flight, but the boarding pass showed my final destination being Paris. After talking with them and showing them my full itinerary on my phone, they took my boarding pass, allowed me to continue, and told me to use the information on my phone from then on. Little did I know that this would wreak havoc on my lost luggage later.

Because Air France needed the Bag Tag Number, I assumed the Company’s missing baggage department would have this information. They did not. They told me I had to call back on Monday and talk with customer care. So, Sunday passed and there was no information on my bags.

Come Monday, I called customer care. They didn’t have my Bag Tag Number. However, after a few more phone calls to different departments, I was able to get these numbers. I then tried to report my luggage missing, but was told that I could not do it over the phone with Air France because they have an agreement with another airline to deal with this. I tried to file this online, but the form rejected the claim telling me to contact the airline which Air France contracted with to get me to my final destination. After trying multiple times to contact Ukrainian Airlines (UIA), I finally got a hold of someone on Tuesday, January *.

When describing the situation to the UIA representative, she informed me numerous times that there was nothing she could do because she worked for UIA and my bags were checked with AF. While this made complete sense to me and apparently to her, I told her that AF insisted I had to deal with UIA. After some more conversation about me asking for UIA’s help, she told me she would send me a form to email back. She then hung up on me. About 5 minutes later I received a text from UIA with just an email address. I described the situation and sent the email.

It has been four days without my bags. I have traveler’s insurance on my bags for situations like this. In addition, AF offers compensation for delayed and lost bags. However, I can not get any of this because it all requires a loss reference number to start any claim. This loss reference number is what AF REFUSES to issue to me. There actions are unreasonable I will never fly with them and I hope no one else ever does. I also hope that this complaint reaches them and causes someone within the Company to reevaluate some of their policies.Desired Settlement: I want my bags and compensation for my additional expenses I am incurring while I am without my bags.

Business

Response:

[redacted], Thank you contacting via the Revdex.com website.

I read carefully you claim related to your luggage situation when travelling with Air France between Detroit and Paris on AF 377, on January and with Ukrainian International Airways between Paris and Kiev, on January [redacted]. This trip was purchase on a same ticket. However, your flight between Kiev and Kharkiv was purchased separately, therefore considered a different contract.

To clarify, your luggage was registered from Detroit until your final destination, Kiev. Please note it is the passenger’s responsibility to retrieve their luggage at the final destination, i.e Kiev in your case. Our baggage file indicates that your 2 pieces of luggage was found unidentified in Kiev by Ukrainian International Airways, as you decided to catch you connecting flight to Kharkiv and leave your personal belongings behind.

I must respectfully mention that your luggage was duly transported between Detroit and Kiev, as per our contract of carriage. As our records show there was no delay in the delivery in Kiev and as you decided to leave Kiev without your luggage we, therefore, conclude that you are not entitled for a compensation in this situation.

[redacted], I am sorry for the disappointment caused. Thank you for taking the time to share your comments with us.

Air France Customer Care

Review: My daughter had a flight on [redacted] at 1:00 the itinerary doesn't say 1:00 am she missed her flight there was nothing they could do to get her on the next flight unless I paid $1200. I sent them an email and they sent me back an email asking me to call them the number they provided says they only deal with booking tickets.Desired Settlement: either a partial refund for my ticket, or a voucher for another ticket.

Business

Response:

[redacted],

Thank you for sending us the requested information.

Looking into your daughter’s file, I understand her ticket [redacted] was booked on delta.com. As such, destination, flights, dates and time were chosen by the person who made the booking. The booking clearly shows that flight [redacted] on October [redacted] was scheduled to depart at 0100. Kindly note this departure time was never changed and/or modified.

Upon completion of reservation, an itinerary is always sent with all booking information, including the time. While I sympathize with your situation, kindly note it is the passengers/parents/guardian responsibility to verify the accuracy of the information received. I regret if there was confusion between AM and PM flights. Please be informed that as a PM flight, the flight would have been indicated as 1300. Furthermore, booking information are always available for verification on our website.

[redacted], I must respectfully decline your request for a partial refund or compensation for the reasons explained above. I am sorry for the disappointment caused.

Thank you for taking the time to contact us.

Kind regards,

Air France Customer Care

Review: I was supposed to leave PAP (Port-au-Prince) on reservation [redacted] with Air France on Feb * 2015 however due to strikes in Haiti on FEB * 2015 taxis companies didn't want to drop me at airport because of fear of the strike and burning cars (They agreed to take on Feb * but didnt agree on Feb * due to fear above and I have called many taxi companies and all provided same answer) so decided to go to airport to come on earlier flight today FEB* however the service I got from Air France staff at PAP was far from being professional and helpful. The agent first didnt want to help me and said there is nothing he can do and then after he said he can only change my ticket form PAP to MIA since there are no flight to NYC on FEB[redacted] to NYC from MIA. When I showed him available delta seats from MIA to NYC on FEB * his answer was go book then with Delta! He ended up booking a new ref # ([redacted]) instead my old reservation and asked me to arrange a ticket from MIA to NYC on my own! such a rude and frustrating behavior from an Air France agent to a loyal customer. I also had to arrange for an overnight stay at Miami in order to take my flight the next morning to New York. I have contacted Air France throufgh emails, phone calls and twitter however I kept getting that my request is bbeing processed and it is over a month later that I get an answer that a refund cant be issuedDesired Settlement: I request first a refund for the thicket ref [redacted] that I had to pay to get to Miami and also a refund for my overnight hotel stay in Miami and complimentary upgrade on Air France flights or travelling vouchers (or even an upgrade to Flying BLue Platinum from my Gold status now) to make it up for this frustrating and very unprofessional behavior of Air France staff both at airport and also the customer service that failed to respond to my many requests in more than a month. I will provide invoices of all exchanges iI encountered. I would like for me and my travel partners to be re-imbursed all the expenses that we had to pay extra due to the unprofessional and non-knowledge of Air France personnel at PAP.

Business

Response:

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

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]

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,

Business

Response:

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,

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 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 get. It 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 2 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 Delta. And 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,

Review: I'm filing a complaint on behalf of my mother [redacted]. The Air France Confirmation Number is: [redacted]. My mother already used on portion of the business class ticket to fly from Beirut to Paris 4/** and Paris to Los Angeles 05/**. My mother's return date was set for October *, 2014. In August, I called Air France, and I inquired about the validity of the ticket, and on how to change the return date. The customer service representative told me that the ticket is valid for up to one year, and that I can cancel the ticket now, and then call anytime before March 2015 to reschedule. I was told that there will be a $200 Fee. I called two weeks ago, and they told me that the ticket is no longer valid! I was told that they will make an exception if I pay $785 instead of $200. This is not fair. The customer service representative in August provided me with different information. I need to travel in March to Lebanon, and I only want to pay $200.Desired Settlement: I need Air France to allow me to make a change to travel in March, and not charge me more than $200 to make that change.

Business

Response:

We regret to learn that [redacted]’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 difference. We should highlight that the amount quoted to [redacted]’s son is based on the availability at the time and is therefore not guaranteed. The 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.

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 would like to know what would be the cost to travel anytime in March, April, or May at the lowest price? Any day would work. Please 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,

Business

Response:

Curently, the 6-months validity of [redacted]’s ticket has been exceeded and it has to be reissued in order to use the unused portion. The lowest change cost to travel in Business class is using «Z» booking class, currently still at the amount [redacted]’s son was quoted but cannot be guaranteed as availability is limited. The latest date to travel with this ticket is ** April 2015, which corresponds to 12 months after the date of departure. Booking should be made by contacting our agents at [redacted], 7 days a week, from 8:00 AM to 11:59 PM EST (Eastern Standard Time). Reference can be made to airline ticket [redacted].

Review: [redacted] please view attached documents online[redacted]

Dear [redacted],

Thank you for your response dated April **, 2014, to my letter of March**, 2014. Your response claims that you will not honor my request for a refund, solely based on our check-in time of 16:44 on the date of the flight. As you describe, the check-in deadline for this flight was 16:50. Therefore, if I understand you correctly, had we checked-in sooner, Air France would have certainly given us the time to adjust the weight in our luggage, and we would not have incurred the overweight charges.

Unfortunately, you are wrong in your assumption that my mother and I began the check-in process at 16:44 on **February 2014. The facts are that we arrived at the check-in counter when it first opened for this flight, but were not able to complete our registration until 16:44 due to the incompetence of the Air France staff, including the wheelchair service personnel, and the unusually cumbersome procedures for paying for overweight luggage. I explained all the details in my earlier correspondence.

My mother and I arrived at the Pulkovo from Novosibirsk at 07:45 that morning (copies of our tickets are enclosed). so we were actually in the terminal for a full ten hours prior to the departure of the Air France counter the moment the check-in process began. To repeat it took us until 16:44 to complete our check-in due to the incompetence of the Air France staff, including the wheelchair service personnel, and the unusually cumbersome procedures for paying for overweight luggage.

I work in the international field and have extensive international travel experience. Frankly, I was appalled by the rudeness and the lack of professionalism of the Air France staff in Pulkovo. I would think that Air France would have better customer service training for their Russian Staff.

Based on the above I am asking for a refund of $95.63.

Thank you again for your attention to our complaint. Should you have any questions please let us know.

Best Regards,

425.413.8884

206.443.8249

Enclosed:

1. Air France response dated April **, 2014

2. Copy of airline ticket [redacted] - Saint Petersburg dated February **, 2014 ([redacted], **)

3. Copy of airline ticket [redacted]- Saint Petersburg dated February **, 2014 ([redacted])Desired Settlement: Unspecified

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: As per e-mail dated 09/**/14 Delta customer service which handles all correspondence for Air France in North America will review my complain and respond in 30 days. So far I have no answer. The case number is [redacted].The Air France flight [redacted] from JFK to Paris on 08/**/14 was delayed and as result of that my baggage was not loaded on the connecting flight to [redacted] and was lost for 4 days.My medicine which I have to take every day was there. The baggage was damaged and I had to buy new suitcase. The flight [redacted] from Paris to New York on 08/**/14 was also delayed with more than hour and half.Desired Settlement: DesiredSettlementID: Refund

I was charged S 100 for extra baggage at JFK on 08/**/14 which I do not mind but since the luggage was lost and damaged and I had no cloths and medicine which caused big inconvenience and danger for my health I want this amount to be reimbursed and also the price of the suitcase I had to buy.

Business

Response:

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.

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 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,

Business

Response:

We are sorry to learn of [redacted]’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 baggage. It is valid for one year at the purchase of a ticket on our lines. Details will be sent to [redacted] shortly in a separate message.

[redacted] 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.

Review: Dear Sir or Madam, I am writing today to express my disappointment with the experience I have endured while being a repeat customer of Air France. I would like to point out that I have been an ardent supporter of Air France since the first flight I took with my family in August of 2002. Ever since I encountered the jovial, “customer first” service, I have always recommended Air France as the best intercontinental travel choice to all my relatives, friends and business clients. I have always admired Air France’s attitude of exceeding customer expectations, no matter the costs involved. What other airline always leaves on time, offers great meal choices, free entertainment, free unlimited alcoholic drinks, and free magazines and newspapers to its clients? My complete trust in Air France has been seriously shaken by what transpired on July [redacted], 2013 when I tried to check in my family for the flight from Zurich to Philadelphia. Although the day before the flight I received an email reminder to check in online, I couldn’t do so. The error message I received was “travel restrictions are in effect” and was thus instructed to check in at the airport. When my family and I presented ourselves at the check-in counter we were told our tickets were no longer valid and were directed to the Air France counter. Since we couldn’t leave our suitcases unattended at the check in counter, we then all had to carry our suitcases up flights of stairs to the Air France counter. After waiting in line for what seemed like an eternity we were told our tickets were no longer valid since we missed the flight from Paris to Zurich almost 6 weeks prior (June [redacted] 2013). Our inability to catch the flight to Zurich was interpreted by Air France as a “change of ticket” and therefore Air France personnel saw fit to charge us 4 charges of 223CHF totaling 892CHF. To add insult to injury, we were charged an additional 948CHF as a “penalty fee”. We had no luck in trying to argue that we have missed the flight from Paris to Zurich through no fault of our own. The Air France representative was unyielding in her determination to charge us. Not only she showed a great lack of empathy but she also seemed to accuse us of missing the plane on purpose so we can visit Paris. I consider this action on the part of Air France as a perverse scheme to extort more money to get us on the same exact flight that we spent $4906.24 on May [redacted], 2013 to book. In effect we paid twice for the same return tickets from Zurich to Philadelphia. Please be advised that I never felt as humiliated as I was on July [redacted] 2013 in the Zurich airport at the hands of Air France personnel. I consider these events unfair and unethical, and I do not wish on anyone the mistreatment we were subjected to. If our missing the flight from CDG to ZRH was indeed an issue, there was ample time between June [redacted] and July [redacted] for someone from Air France to warn us. Luckily we arrived at the airport almost 3 hours in advance and so we had enough time for the aggravation we were subjected to. I have contacted Air France offices by email and by priority mail in Sunrise FL, Kitchener ON, and Roissy CDG France all to no avail. The only response I have received so far was a form letter by email making no attempt to resolve in any way the concerns I had. My sincere regards, [redacted]Desired Settlement: Full refund of the fees we were charged in Zurich (1840 Swiss Francs CHF) along with a letter of apology from Air France are required to close this case.

Business

Response:

We are sorry to learn that [redacted] is disappointed and dissatisfied with our answer to his previous letter.

We have carefully reviewed his file and we regret that he felt his complaint had not been completely dealt with to his satisfaction.

Having once again reviewed his request, we regret that we cannot add anything further to our previous letter as all details brought to our attention had already been taken into account.

For reference purposes, please find below a transcript of our previous response:

[START]

Our reference [redacted]

Dear [redacted],

I write further to your recent communication and have read your concerns with attention.

I appreciate the time you took to contact us and it is recognised that the circumstances behind your check-in for flight [redacted] on ** July from Zurich to Paris are most unfortunate and I deeply regret that this matter reflected adversely on our company.

Our records confirm that on * May 2013, you had purchased tickets to travel from Philadelphia to Zurich on ** June and returning on **July.

On ** June you had checked in for flight [redacted] ([redacted]) from Philadelphia to Paris and [redacted] the following day to Zurich.

You had no checked baggage and the flight from Philadelphia landed in Paris 50 minutes ahead of schedule on ** June. Following your arrival at Charles de Gaulle your family are registered as having failed to present themselves at the departure gate for flight [redacted] to Zurich. You did not contact our offices to make an alternative booking between Paris and Zurich.

I should clarify that according to Article 3.4 of our General Conditions of Carriage which you had agreed to at the time of purchasing your tickets, the Fare applied on the Ticket issue date is only valid for a Ticket used fully and in the sequential order of Flight Coupons, for the specified journey and on the specified dates. Any non-compliant use may result in the payment of an additional fare under the conditions defined below.

A change in the departure or arrival point for the journey by the Passenger (for example, if the Passenger does not use the first Coupon or does not use all the Coupons or if the Coupons are not used in their issue order), may result in a change in the Gross Fare initially paid by the Passenger. Many Fares are only valid on the dates and for the flights specified on the Ticket. In the event of a change as outlined above, the Passenger may be required to pay an additional fare [or be entitled to a refund, as the case may be] equating to the difference between the Gross Fare initially paid and the Gross Fare that the Passenger should have paid when the Ticket was issued, for the journey actually made by the Passenger.

In the event of a change, Administration Fees will be applied, where applicable.

On the electronic ticket receipt (memo voyage) which was sent to you once you had purchased the tickets and below the Receipt, there is also a message confirming that the fare, obtained the day of your reservation is valid only if the ticket is used in full, and on the dates indicated in the order of flight coupons. In accordance with our transport conditions, any improper use on the travel day may result in additional airport or ticket reissuing fees.

[redacted], I appreciate your disappointment with this situation however as you had not travelled between Paris and Zurich it was not possible to check-in for your flights from Zurich to Philadelphia. I apologise for any discourtesy you felt you may have encountered from our staff. I regret that you interpreted the actions of my colleagues as lacking any empathy, however they were following our company policy.

We do of course sympathise with your predicament and despite your obvious dissatisfaction hope that my explanation helps clarify why the situation occurred.

It is our goal to provide exceptional service on every occasion, and I hope you will provide us with an opportunity to restore your confidence. Your support is important to Air France, [redacted] partners. We look forward to your continued patronage and the privilege of serving your air travel needs again soon

Yours sincerely,

[redacted] (Mr)

Customer Care Europe

[END]

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:

[No restitution has been made by Air France so far.

[redacted] (representing the interests of Air France) is correct in pointing out that we did not check in any luggage for the flight PHL-ZRH. He is using this fact to prove our intent not to complete the flight. Air France has lost our luggage before. We flew RDU-NCE round trip on 12/**/2006 Air France confirmation number [redacted] returning on 12/**/2006. We had to repurchase personal effects and wardrobe as we didn't have much to wear for the 5 days we missed our luggage. Since then, my rule of thumb is not to check in any luggage on an inbound flight. I do check in luggage on return flights since I have clothes (at my home) to wear if my luggage is lost.

Air France is also mistaken to affirm that the flight was 50 minutes ahead of time. That is simply not true. Flight left late from Philadelphia and arrived in CDG about 45 minutes late. Further delays at the customs kept us from arriving to our gate on time.

Regarding our not contacting the Air France office to make alternative flight bookings, I realized the flight was lost and didn't pursue it any further, choosing instead to continue our trip by renting a car.

It is very upsetting to us to be continually accused of CHANGING the flight and therefore now having to incur extra charges. We DID NOT change our flight. Our only "fault" is that we lost the flight. We did not change the flight in any fashion. We were charged an extra almost $2000 to be placed on the same flight leaving on the same day and the same time as the flight we originally purchased 2 months in advance.

I see that Air France has ceded on one demand: the one about issuing an apology for the mistreatment we suffered at their hands of their personnel. The second demand has not been addressed yet. Until a full restitution is made of the $1982.57 we were forced to pay in Zurich, there will be no closure to this case. No amount of nicely chosen words (and invitations to continued patronage?) will compensate us for our financial loss.

In the meantime I remain at your disposition,

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

Sincerely,

Business

Response:

We regret to learn that [redacted] remains dissatisfied with our position on his complaint and we will gladly respond to his comments.

While [redacted] challenges the information we provided regarding the arrival time of flight [redacted] of **June 2013, operated from Philadelphia to Paris Charles de Gaulle airport by [redacted], we confirm that this is the official arrival time as provided by the operator of the flight. If [redacted] still questions the accuracy of the information we have provided, he may contact the operating airline or Aéroports de Paris directly.

Indeed, all inquiries, actions or changes made on a booking are recorded in our system.

We should reiterate that the change fee applied to reissue the family’s tickets is conform to the conditions of the fare purchased, which were communicated to the consumer at the time of making his reservation, before completing the transaction.

However, we would like to thank [redacted] for bringing our attention to the notes included in the confirmation of the purchase. We should clarify that the amounts indicated apply exclusively to fares that do not otherwise permit changes.

Also because we appreciate that the information that appeared in the purchase confirmation may have been unclear, we are pleased to inform [redacted] that we have processed the refund for the four tickets of the difference between 250$ provided by the fare conditions and the 150€ indicated on the document sent to the consumer. An email containing the details has been sent by our Refunds Department.

Furthermore, the fare difference between the itinerary initially purchased and the one effectively travelled by the passenger is based on our Company’s published fares, in conformity with §3.4 (c) of our General Conditions of Carriage.

Finally, we regret that [redacted] feels the treatment he received was inadequate, but it should be noted that the conditions of use of the tickets purchased have been fairly disclosed.

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:

I can confirm I have received an email this morning from AirFrance/KLM informing me that a refund of 196CHF was credited to my credit card. While I see this as a positive development, I am still outraged that AirFrance still thinks that a fine of 948CHF is appropriate. Once again I would like to point out that the tickets we have received from Air France MAKE NO MENTION of ANY FINES for changing a ticket. Thanks to Air France we find ourselves in a PERVERSE situation of BEING ACCUSED of changing our tickets when in fact WE DID NOT CHANGE OUR FLIGHTS. We were penalized for missing a flight THAT WE ALREADY PAID FOR a month in advance.

Each and every response we have gotten from Air France has been a thorough disappointment. I have written letters to top executives at Air France relating our experience and not ONE officer bothered to even aknowledge our contact. The blatant disregard for customer satisfaction at AirFrance is beyond anything I have ever experienced! If anybody warned me of such an experience as we had, before we purchased our tickets, I would have not believed it! I HAD the utmost regard and respect for Air France until this fiasco took place.

If there is any consolation I do believe that we were not singled out by Air France, but this is rather a common occurrence. In fact, that is what the ticketing agent shared with us as she charged us the equivalent of an extra $2000 (on top of the full fares we paid 3 months in advance) for the privilege of flying with Air France. This will actually help the class action suit I am pursuing since the more participants there are, the stronger the case will be.

I have inquired with [redacted] and [redacted] for the cost of taking a full page ad for our case against Air France. Since the cost is a lot higher than I imagined, I am in the process of Facebook and Twitter campaigns to raise the necessary funds for this public action. I have also contacted a couple of attorneys at law specializing in class action suits, and am now in the process of vetting the choices I have so far.

I will not rest in our fight for what is right until full reparations have been made for the lamentable, atrocious, and appalling treatment we experienced at the hands of Air France personnel.

Regards,

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

Sincerely,

Review: Customer service has given me false information. Air France/Delta partnership is a run-around!

I purchased a ticket on-line at the Air France site (Delta affiliate). They were having computer issues and it took HOURS. When the confirmation came, the time of the flight was wrong. I called AF and they confirmed computer issues, but said I needed to call Delta since that was whom my flights were with. At Delta, I was told I could change my flight day-of for $50. I called back 13 hours before my flight to be told that that info was incorrect and a flight change would cost over $1200. I called Air France again and they said it was Delta's thing and sorry, she also told me that the AF people in the US were really Delta employees. So, basically, because of computer problems on THEIR end, I will have an 8 hour layover at an airport 2 hours from my house. I cannot get Delta or Air France to move me to a flight later in the day, because (they site different reasons here) *different flight class, *International vs. domestic, etc. I am VERY disappointed in the lack of helpful customer service (they were all polite), but no one had any ability to fix anything. We spent a lot of hard earned money on these tickets and are traveling with a national organization of over 100 members who are representing the United States in international competition...I really expected more from an 'industry leader'.Desired Settlement: I would just like to be on one of the later flights tomorrow...but, I realize it is too late for that to happen. With an 8 hour layover, they could have at least offered a seat in their lounge, food voucher or something to make me think they cared about this issue!

Business

Response:

We are sorry to learn that [redacted] experienced some difficulties whilst using our website.

We regret if our Internet site was temporarily un-accessible at the time you attempted to use it.

The difficulties you experienced have been logged so that we can continue to improve our services.

We understand that [redacted] has also contacted Delta Air Lines, our partner and operating airline of the reserved flight, who provide explanations and offered a bonus of miles on her frequent flyer account.

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.

Consumer

Response:

I find their lack of concern annoying, but 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. I am not sure I will trust either of these airlines again and the form e-mail with 5000 bonus miles that Delta 'gave' me did not even come close to the extra money I spent sitting in the Atlanta airport for so long or the lack of things I could have gotten done around my house.

And in their letter back stating "IF" their site was not working is insulting....especially when one of their employees confirmed they were having an issue. I really expected better, but it is obvious they don't really care, so I am just going to accept the resolution.

Sincerely,

Review: On March **, 2013, my husband and I purchased four international round-trip tickets from New York JFK to Bologna BLQ through American Express Rewards miles that had been transferred to my husband's Flying Blue account. We had enough points to cover the four tickets but were required to pay taxes out of pocket. This is standard practice. We have traveled this way for years. At that time the tax amount for each ticket was $678.93. Multiplied by 4, it came to US$2715.72. On May **, 2013, we had to change the dates of our flight due to a family emergency. At that time, we were told that the current tax rate was $260.56 per ticket. Multiplied by 4, it came to US$1042.24. We were told that we would receive a refund of $1673.48 for the difference and that it should show up on the next billing cycle (American Express). When we did not see the refund on our next statement, we called to ask why. On July *, 2013, they gave us a case #[redacted] and explained that there was a mistake on their part in processing. They reassured us that the refund was on its way and that we should hear from them within 5 - 7 business days. On July **, 2013, they told us to wait another week. Finally, on July **, we received a call from a Manager named [redacted], [redacted] notifying us that they have decided not to refund the difference of $1673.48. We were surprised at the unexpected turn around with no substantive reason. Who, then keeps the money? It is tax after all. We felt that this was bad business practice and should be reported to the Revdex.com.Desired Settlement: We would like a credit card refund of $1673.48 on our American Express card.

Business

Response:

According to our investigation with Flying Blue, they have now received the bank information of the consumer and forwarded it to their Accounting Department. They informed us that the payment should be made within 2 to 4 weeks from today.

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. We have already received our refund.

Review: I paid *000 euros to purchase miles from Air France 2 years ago. I redeemed a portion of those miles on May * 2015. Before redeeming the miles, I called Air France and their agent told me those miles will never expire since they were not earned but purchased. On September * 2015, I noticed 31,750 miles were missing from my account and I was told they expired. I called Air France to request a reinstatement of the miles and I was told by a Supervisor by the name or [redacted] that I should use their online form to submit my request. I sent the request since November **, 2015 and received no reply as of today.

I want Air France to reinstate the missing miles or refund *000 euros.Desired Settlement: I want Air France to reinstate 31,750 missing miles or refund 1000 euros.

Business

Response:

[redacted], Thank you for contacting us via the Revdex.com website. I contacted our Flying Blue department to enquire about the resolution of your claim. I was told that your claim was already handled and that you were informed on the instructions on what to do for them to reinstate the Miles. You will find below the answer they sent you on November [redacted]. Please stay in touch with them as they are the service that can assist you with this type of matter. Kindly note customer care doesn’t have access to your Flying Blue account and doesn’t have the ability to reinstate your Miles. As such, no further action will be done on our part. Thank you for contacting us, Air France Customer Care

Answer from Flying Blue:

Dear [redacted], On November [redacted], 2015, you requested us to reinstate the Miles that expired on your Flying Blue account. We have carefully considered your situation. Exceptionally, we are pleased to offer you the chance to benefit once again from all of the Miles that have expired on your balance. This amounts to 31 750 Miles. In order to receive the Miles, simply fly with Air France/KLM or any of the SkyTeam airlines with a ticket allowing Miles accrual before May [redacted], 2016*. Once your flight has been registered to your account, please contact your Flying Blue Customer Service Centre again, and ask for these expired Miles to be reinstated. Should you require any further information, your Flying Blue team remains at your disposal either by telephone at [redacted] from USA or via the [redacted] and [redacted] websites. We hope to welcome you on board again soon. Your Flying Blue Team * on a flight with a paid ticket of one of SkyTeam airlines, allowing Miles accumulation

Review: Passenger [redacted] flight was cancelled due to Air France pilot Strike. The Air France [redacted] person suggested to change flights to [redacted] one day late. We were assured that the airlines are making exceptions on luggage due to the flight changes due to the strike.The tickets were purchased with 2 checked in Luggage at no charge As noted by person who transferred the ticket to [redacted] . When checked in 3rd Luggage the Attendant at counter ([redacted]) informed it would be $285. We thought it was some kind of a joke but later realized it was real. We informed that this is outrageous charge for 1 extra luggage. Then she went to her [redacted] ([redacted]) and came back with $200 number for the extra luggage. Kept saying that its policy if checked in at counter. How can a passenger know that online rate is different than in person for the third luggage. Which we still consider as first extra checked in luggage.The Airline Website shows Extra luggage charge is $75. When we asked to make a correction as a good gesture due to the difficulties of Pilot strike they did not make any changes. And asked us to move out of the line and talk to the [redacted] number. After back and forth they still charged $200. The [redacted] ([redacted]) was unsure of what amount to print the receipt of transaction. Asking [redacted] for the agreed amount. Which lead me to believe that number is not set policy by airlines and made up a the counter. This is broad daylight robbery. The airlines instead of making exceptions for troubles due to partner airline strike who already spent extra staying one more day than scheduled. Trying to gouge money calling it third bag when it was the first extra checked in bag. This is unacceptable and unethical policy from [redacted], [redacted] and AirFrance. In past experiences I had never had to pay more than $60 for the third checked in Luggage at the airport.

Product_Or_Service: Extra checked in Luggage

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

For the troubles given to us by the service [redacted] and AirFrance/ [redacted]/ [redacted] partners. I would like a full in Cash refund of the extra luggage that was charged excessively. And Change the airline policy for the subsequent extra luggage to be counted as the same as the online rate.Airline credit or any other form of compensation will not acceptable. Make the check available to the address posted. Would also like [redacted] reprimanded and for the bad expe

Business

Response:

Dear [redacted],

We are responding to the customer complaint ID [redacted] for [redacted].

In order to be able to respond appropriately to his claim, we kindly invite the client to send us the following documents:

- Flight information and ticket numbers

- Names of passengers involved

- Receipt of excess baggage that was charged

The client may send us this information as an attachment by following this link: [redacted] and mentioning the following number: [redacted].

We thank you for your patience in this matter.

Sincerely,

KLM Customer Care USA

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]

Thank you for the response. I have provided this info on the [redacted] site hyperlink that was given.

<"Revdex.com complaint ID [redacted] for [redacted].

- Flight information and ticket numbers

[redacted]>

Please keep this complaint open until resolution is achieved.

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

Sincerely,

Business

Response:

We have been able to track the booking of the passengers with the names provided by [redacted] and have noted that it contained a reminder to the check-in agent to accept two pieces of baggage per passenger. It did not mention any instructions concerning additional baggage, nor does it contain a reference to an extra baggage fee charged for this journey.

We should highlight that a discount is offered to passengers who use the Internet to purchase extra baggage allowance as an incentive to do this before arriving at the airport, to simplify the check-in/baggage drop-off process at the airport.

Per our Webpage ([redacted]), beyond the 2nd baggage item additional baggage item will cost 285 USD for flights departing from the United States to Europe.

Finally, we have not received the communication from [redacted], which he indicates included the receipt for the payment of the excess baggage charge and the reference number provided is incomplete. In order for us to consider a goodwill gesture, we kindly ask that he provides the receipt to us. We should highlight that it is imperative to indicate our file reference number ([redacted]) in order for the correspondence to reach us when using the link provided: [redacted]. [redacted] could also attach the document to his reply on the Revdex.com’s website.

Review: My husband and I were about to celebrate a big wedding anniversary and to make it special, planned a trip to Europe. I work very hard to coordinate and organize NYC-Paris round trip business class award tickets. Flight to Paris was delayed by an hour. Not a big deal but not the way how Air France (AF) handled this. We were called for boarding only to be told the boarding is delayed by 10 min, please wait! In 10 min PA announcement: ”10 more min”. And in 10 min again… You got the picture. That was simply disrespectful! One thing when you are seating comfortably waiting for your turn, another when they are yanking you every 10 min.

Our return flight has gotten very bad. Once AF pilot strike announced I was unsuccessful to get any answers from the airline regarding our travel. If Air France helped me at the beginning of the strike, there would be less stress, aggravation and desperation to deal with. I called on 9/[redacted] when strike began looking into re-booking with another airline, changing dates and etc, asking what can be done and was told not to worry as by 9/[redacted] (date of my travel) it all would blow over. On 9/[redacted] called again only to find out there are no flights any longer available to me at that moment.

We felt abused and dismissed by the airline! It was our wedding anniversary celebratory vacation and they have completely ruined it for us. I spent 9/[redacted], 9/[redacted] 9/[redacted] & 9/[redacted] on the phone averaging about 20 hours instead of enjoying vacation I paid a lot of money for. We were offered no information, no options, no compensation and no apologies! We were booked in business class seats: while it is comfortable and better customer service way to travel, main reason I go for this cabin is health. I am a large person with many health issues: [redacted] and [redacted]. Wider and longer seats allow me to fly comfortably without health consequences. I do not have much money and do have to save for it.

Since there were no instruction from AF and we didn't know what else to do, we showed up at the airport on the day of departure, only then to find out that AF has rescheduled us from direct, non-stop flight in business class to an economy class flight with a stop, allowing only 45 min to change the plane, arriving to a different airport originally scheduled for, costing us more money to get home. When I asked about another possibilities, was told there is nothing else they could do. AF website has information which states in case of flight cancellation they are to provide another flight with comparable class arrangements or situate us in the hotel with monetary compensation until another flight becomes available. I did bring that up at the counter and was told basically: take it or leave it! There is NOTHING else can be done for us. They didn't even compensated us the difference between business and economy class tickets!

Our seats were at the end of the plane which has the worst turbulence: my [redacted] started to act out and it was horrible! I developed a very intense [redacted] and had to take strong meds to deal with that. I had swollen legs that were hurting. I could not breathe becoming more and more anxious as I was squeezed into a tiny seat with no room to turn. It was a miserable experience and we believe AF has to compensate us for endangering our health, ruining our vacation and extra money we wasted. There were so many people in a similar situation! How is it possible that AF let this situation going so far with no concern for passengers who keeps them in business!Desired Settlement: We would not buy tickets would we know such a disregard accrues and believe we deserve full refund of what we paid for

Business

Response:

We sincerely regret that the difficulties [redacted] 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 [redacted] encountered for their return and we would therefore like to reiterate our sincere apologies in this respect.

We have already contacted [redacted], 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 done. They will send them the details directly by email.

Moreover, to mitigate the unfortunate impression this incident has necessarily left and in view of the [redacted]’ 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 [redacted] account in the next few days.

We trust that ** and [redacted] 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.

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:

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.

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

Sincerely,

Business

Response:

We are sorry to learn that [redacted] 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, [redacted] may be assured that all the details provided and the result of our own internal investigation was taken into full account. This led to the answer that was conveyed by our response of ** October 2014 and we are most sorry that this caused disappointment.

Also, we perfectly understand that her return trip, with an unforeseen connexion at [redacted] airport, did not take place in the conditions she expected and reiterate our apologies for that. We 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 2014. 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 [redacted] and [redacted] soon on one of our flights.

Review: I booked an airfrance ticket from CDG to BUD for december [redacted] with ticket number [redacted]. Before my departure I looked up the baggage policy of airfrance on its website. On the airfrance website, military personnel were to be waived up to two baggages when they travel with air france. Based on this information, I did not bother to buy extra baggage for fee of 15 euros. At the airport, however, I was stopped by the ticketing personnel that I am due to pay for the baggage despite status as military. Because they would not bulge on the information that military personnel were waived two baggage, I ended up paying 30 euros baggage fee and kept the receipt ([redacted]). After the flight, I made a phone call to AF regarding this information and they told me that I shouldn't have had to pay and I should request refund. On [redacted] or [redacted] of December, I submitted a form online as instructed by the CSR of Air France. After couple days I got a confirmation from Delta/KLM/AF stating that they have received my submission and will attempt to get back to me in 10 days. After 10 days and multiple attempts and phone calls to get to the right department regarding this issue, I contacted [redacted] as instructed and followed the prompts for baggage issues. The CSR advised me sometimes it can take more than 10 days for a reply and should inquire back in two weeks if no response has been achieved. I inquired on Jan [redacted] again regarding the issue and the CSR still told me it could take up to 30 days for them to reach my case and should call back in couple days. Since then I've been busy and was unable to contact CSR until today, 2/**/2014. Today, I inquired about my baggage fee and the CSR was not able to locate my case, and the CSR was not able to help me. After multiple transfers and holds, I've been notified that I should contact AirFrance french website and make a claim there (which I already have done), or contact the [redacted]. At this point, I realized your Customer service is useless and is a cycle of transfer because I wasted many hours trying to get to baggage department from [redacted] and all I get is Customer service for reservations or online support. In short, I am filing a complaint against your business practices (failure to follow through your own company policy), and having ineffective customer service system in which customer is told to go in circles without any solution.Desired Settlement: I seek for a refund of baggage, compensation for the distress and hours I've wasted with your ineffective customer service. Lastly, I seek that you guys fix your system so that when a customer follows prompts for baggage issues, they be connected to a CS from baggage department rather than reservations department.

Business

Response:

We regret to learn that [redacted] incurred an excess baggage charge at check-in. The free checked baggage allowance is shown on the ticket or the trip summary receipt sent to passengers before their journey. In this case the ticket had no checked baggage allowance, as the fare purchased as a “Mini price”. In this case, transporting checked baggage is a paid option. The first baggage item (up to 23 kg) is charged €30 at the airport.

Review: In July 2013 I booked a flight to Paris, France with Delta. We flew over on Delta but our return flight was via their partner Air France. My family was bumped from our flight and given 1800 euro refund certificates and were told that we could redeem them at any time. I have been trying to get the refund since August 2013 with no success. I have re-submitted the claim five times. I have called Delta and they said they would assist but have not received the refund. I am at my wits end. This is not the kind of service I have become to expect from Delta.

Product_Or_Service: airline ticket

Account_Number: Ticket # [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to receive the $2475.18 (1800 euro) that was promised to me and my family.

Business

Response:

We regret that [redacted] and his family were unable to travel as planned due to the overbooking of their flight.

We are also sorry to learn that to this day, they have been unable to obtain the refund of the compensation that has been offered to them at the airport and offer our apologies on behalf of Air France.

We are pleased to inform you that we have requested the refund of the corresponding documents to our Refunds Department. They will contact [redacted] directly within the next four weeks to confirm the payment modalities.

Review: I’m writing this letter as I am highly dissatisfied with the service that I received on my most recent trip on Air France flights 8985 and 1384 while traveling from Atlanta to Tunis with my 17 month-old daughter.

Prior to my travel date, I contacted both Delta and Air France on two occasions in order to obtain the infant ticket for my child. I wanted to use a credit that she had of 163.07 USD. The first time I contacted Air France I was told that it would take a few weeks to process the ticket and that I would receive it in the mail. After several weeks I did not receive anything and I was told that I could go to the airport anytime to get the ticket issued.

My daughter and I were at the Delta check in counter 3 hours before the flight in order to get her ticket issued. Delta was unable to issue the ticket and gave me a piece of paper with information to give to Air France in Paris for the second portion of my trip (Flight [redacted]). To my surprise, when I got to Paris Air France told me that would not be able to travel unless I paid 480 euros (537.29 USD). As such, my 17-month old’s ticket from Atlanta to Tunis ended up costing me 700.36 USD, which is highly excessive for a lap infant traveling to Tunis (35% of the cost of my ticket). I ask that the 537.29 USD be refunded to me immediately and that this be arranged with Delta. I attempted to get the infant ticket resolved several times to avoid such issue but, Delta and Air France brushed me off on each occasion as a result I spent over an hour at the checkin counter in Atlanta and another hour at the correspondence desk in Paris...

As if this infant ticket ordeal was not a bad enough experience for me and my daughter, upon arrival in Tunis on August [redacted], I was surprised to find out that my 17 month old’ suitcase and bed/ pack and play did not arrive. In addition, my own suitcase did not make it. My daughter and I ended up in Tunisia, a foreign country without our luggage, toiletry or change of clothes. As such I ended up spending 120 USD on toiletry, clothes for a day. I ask that 120 USD also be refunded to me by Air France.

I only was able to recover my daughter’s suitcase and my own suitcase the evening of August [redacted]. To my surprise, the suitcases had been opened and several items were stolen. The following items were missing:

? [redacted] belt with a value of 400 USD

? [redacted] suit purchased for 500 USD

? 1 [redacted] purse that belongs to my wife purchased a few years ago for 600 USD

? 4 dressed shirts purchased for approximately 200 USD

? 1 [redacted] perfume purchased for 80 USD

? 2 pairs of [redacted] with a total value of approximately 80 USD

? Baby food purchased for 40 USD

I ask that the value of my belongings be refunded to me: 1,900 USD.I went back to the airport twice upon my arrival and as I’m writing this letter my daughter’s pack and play/bed is still missing (September [redacted]). I also ask that 189 USD be refunded to me for my Pack and Play.

The material loss suffered by my family due to the wrongdoings of your airlines add up to 2,707.29 USD when excluding the money spent traveling back and forth to/from the airport.

Finally, all these issues have taken a lot of our vacation time and caused a great deal of stress, tension especially when realizing that some of my belongings had been stolen. I also ask to be compensated for that as my daughter was without clothes/toiletry and had to sleep in her dirty travel clothes as everything was closed until morning. She has slept in our bed for 3 days because her bed (pack n play) was still missing. We have spent time and money going back and forth the airport on several occasions trying to get our luggage. This has taken time and money from our scheduled vacation. I ask that your airline compensate my family for the prejudice suffered.

In summary, I ask that your airline does the right thing and refund me the 2,707.29 USD for my belongings plus compensation for prejudice suffered.

RegardsDesired Settlement: I ask that your airline does the right thing and refund me the 2,707.29 USD for my belongings plus compensation for prejudice suffered.

Business

Response:

[redacted],Thank you for contacting us.We have taken full note of your remarks, regarding your recent trip, and we are really sorry for the difficulties you have encountered on this occasion.We must admit that air transportation is a very complex chain of service, where several issues must be handled at the same time, and on some rare occasions, irregularities may occur. Therefore, I regret the difficulties encountered to obtain the infant ticket for your child. As such, you were charged a fee of 482.65 EUR at Charles de Gaule airport on August [redacted] , after your flight from Atlanta to Paris. To clarify, the infant fare charged represents 10% of the adult fare applicable at the time of purchase (August [redacted]), not the date the adult ticket was purchased. Looking into your record, I also see that you were refunded 183.94EUR on August [redacted], which represents the portion of flight between Atlanta and Paris. At the end, you paid 298.71 EUR. Consequently, I am sorry I cannot answer favorably to your request of a refund, as this amount was charged according to our fare conditions and policy. You also mention that your luggage was delayed (report number [redacted]). I truly regret this situation and understand your disappointment. I understand that you have expenses related to the purchase of first necessity items. Kindly submit your receipts for consideration and I will kindly refund it. With regards to the lost items, again, please submit your receipts for consideration and we will act within our maximum liability.[redacted], we will be waiting for the requested documents and will review your claim upon reception.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 not yet been resolved until the business properly compensates me for my loss. I attached the receipt for the items I purchased in Tunis ([redacted]). But for the items I lost that I have owned for some time, I do not have receipts. How do you suggest we go about valuing these items?

Sincerely,

Review: I have a complaint about Air France and how my 83 year old mom was treated on her trip this summer. A 16 hour trip turned onto 32 hours. Her Itinerary was S.F. to Paris 7/** flt [redacted], departing at 3:50 AM, arriving Paris 7/** at 11:20AM. Depart Paris, flt [redacted], 1:05, arrive Cyprus 7/** at 6:10 PM. Ref# [redacted]. She was transported on a wheel chair as requested. She missed her flight from Paris to Larnaca. She calls me here from Paris before daylight explaining she missed her flight and would arrive in Cyprus the next day around 3:30 middle of the night. I was to notify her friend not to pick her up from the airport at 6:10, and she would take a taxi. I worried for my mom taking a taxi in the middle of the night. Relatives there asked for specific flight info, and that was impossible to find out. From 6AM July [redacted] till 1PM July [redacted], NOBODY would tell me where my mom was. It was as if she didn't exist. I called Air France in America, Paris, airports, wherever I could find someone to talk to. Nobody knew of her. Finally somebody told me she was going to Belgrade and would arrive Cyprus at 3:30AM. I called the airlines and airport in Belgrade, and again nobody knew of my mom there. I had no idea where my mom was, and worst still she didn't either. They picked her up in the wheel chair at the airports and took her to the gates or ??, and told her to wait. She waited for long periods of time, trying to get help. She wanted to go to the restroom and wouldn't go for fear she would loose her flight, or get lost. She was exhausted, scared and sick. Very little was explained to her. She travels every year, and this was a first time. She never got to Cyprus at 3:30 in the morning. Nobody could tell me where she was. They were waiting for her in Cyprus. I was told to call the police in Balgrade by ??, and it was nearly 1AM, 2 days later I got a message she arrived there. Then her suitcase was missing for a week, and when she got it, things were taken from it. Things weren't explained to her.

Product_Or_Service: airline ticket

Order_Number: ref # [redacted]Desired Settlement: DesiredSettlementID: Refund

We would like a refund for the price of the ticket for $2050.00 plus $1000.00 for the stolen items taken from the suitcase, total $3050.00.

Business

Response:

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

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:

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 your offer of a $500 voucher to be used on your airlines for the way my mom was treated and the unnecissay stress she went through after paying $2050 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 30 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 found. I 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,

Business

Response:

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

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: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,

Review: 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...Desired Settlement: 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...

Business

Response:

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.

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]

Where did you get reroute to American Air Lines? I was never re-routed to American Air Lines. Please read my complaint again!!!!!!!!

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

Sincerely,

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:

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,

Business

Response:

[redacted],As previously stated in our last communication, in order to go any further with our investigation, we would greatly appreciate if [redacted] 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