Air France

Review: Request for ticket refund.

Reservation [redacted]

Ticket [redacted]Desired Settlement: Refund

Business

Response:

Dear [redacted],

We are responding to the customer complaint ID [redacted] that you received from [redacted], concerning his request for a ticket refund that he purchased for a third party.

The Air France ticket that he purchased is subject to specific conditions. It can only be used on Air France flights, it is non-refundable and non-transferable to another person, and does not allow any changes.

These conditions are specified when the reservation is made or at the time of purchase by the issuing agency, in this case on the Air France website.

[redacted] may submit a refund request online to see if it is possible to get the taxes refunded on this ticket. He may do so by using the following link: [redacted].

We also invite [redacted] to verify with his insurance (travel, credit card) if the situation can be covered by his policy.

We hope that with the above information we have answered your request appropriately.

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:

[Your Answer Here]Air France Website did not state purchase of ticket did not state ticket is non refundable or transferable at time of purchase example writing not noted in red.

Purchase was made for another party not the original purchaser.

Air France failed to notify purchased ticket had been used by email as stated at time of purchase and ticket or reservation was not presented for services of original purchase.

Air France is demanded to refund purchase price of service violation.

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

Sincerely,

Business

Response:

Dear [redacted],

In response to complaint ID#[redacted] submitted by [redacted], we can only confirm the response that was given previously.

The Air France website does not allow for a purchase of a ticket unless the customer agrees to the conditions of the ticket. The fare conditions of the ticket are shown twice on the website.

It is first found under “Trip details”, in the box where the “Total Price” of the ticket is displayed. There is an information box that states the pricing conditions. When the box is clicked the fare conditions are shown.

The second time it is found under “Personal information”, at the bottom of the page there is a box that the customer has to check that states “I have read and I accept the legal information and fare conditions”, again the fare conditions can be clicked on to verify the rules.

The conditions of the ticket apply even if the purchase was made by a third party. This ticket has not been used by the person it was purchased for and remains non-refundable, non-changeable, and non-transferable.

Once again, Air France can only confirm the response that was given previously to the customer.

Regards,

Air France Customer Care

Review: In late August 2015 my wife returned ahead of me to Newark from a trip to Paris via Atlanta using an international Air France/SkyTeam business class ticket.

As she had to wait between flights for a few hours in Atlanta I had instructed her to go to the SkyTeam (i.e. Delta) lounge closest to her gate to rest.

However she was denied entry to the lounge “because she was not an elite member”.

I am quite upset about this as what was supposed to be a pleasant experience turned out not to be.

I attempted to contact both Air France and Delta in early September regarding this issue via their website but never heard back from Air France or Delta despite the promise that an answer would be provided within 30 days.

PS: the flight itself was very pleasantDesired Settlement: I respectfully request that Air France:

1. Offer to apologize in writing for not letting my wife enter the lounge when she should have been allowed to rest there.

2. Offer some form of compensation such as vouchers to access the lounge on future trips.

3. Offer the assurance that SkyTeam staff will be retrained on the rules governing access to the lounge for passengers in possession of an international business class ticket.

Business

Response:

[redacted],Thank you for contacting us.I truly regret that your wife was denied entry at our SkyTeam lounge in Atlanta on August [redacted]. It is very unfortunate that she was unable to rest after her long haul flight arriving from Paris.You are absolutely right when you say that she was entitled to have access to this lounge. I am sorry that the agents in place weren’t properly informed; as a business class traveler, she is considered an Elite member. I understand your disappointment and wish to offer you and [redacted] my sincere apologies.As such, please be assured that your comments were sent to the Air France/Delta/Sky Team department to ensure such situation won’t happen again.[redacted], I am sorry I cannot answer favorably to your request for a voucher for a future access to the lounge. However, I am pleased to offer you 10.000 Miles. With those Miles, you will be able to exchange it on our website for a lounge access. Kindly provide me with your Flying Blue/ SkyMiles number and I will credit your account upon reception.With Kind regards,Air France Customer Care

Consumer

Response:

I have reviewed the response made by Air France in reference to complaint ID [redacted], and find that the proposed resolution is satisfactory.I will consider that the matter has been fully resolved once the promised 10000 miles have been credited.Thank you very much for your assistance.Air France:My wife used to have a Air France Frequence Plus card [redacted] but I am afraid it might have expired. Could you check and reactivate it if it has expired?Alternatively I also had an Air France Frequence Plus card [redacted]. Would that work? If both cards have expired and if you cannot reactivate them, would you accept a Delta card instead?Thank you.

Sincerely,

Review: My husband’ s name is [redacted], he traveled from Congo

Kinshasa on August [redacted],2013 to Houston, Tx. He arrived in Houston on

August [redacted], 2013 at 3h00 pm and the plane was delayed because he was

supposed to arrive in Houston at 1h55 pm. he s ticket number is

[redacted]. At the time he arrived at the George Bush Airport in

Houston, he had to go through the immigration interview, and it took him

about 3 hours to finish with the immigration process, but the Airfrance

baggage claim office closes at 5h30 pm which made him unable to file a

claim in person at the Airport. As his wife, I was trying to file the

form online because we live 45 minutes away from the airport when

driving and have 5 months old twins, but the form was not going through

because I was using a Mac computer and the Airfrance website is not

compatible with Mac. After many attempts of contacting their customer

service, one of the agents suggested me to fax a writen form at

[redacted] and the agent s name is [redacted] and he s the one that found

out that my husband s luggage was in Douala/ Cameroon and gave me a on

hand file number which is [redacted]. I was so surprise to find out that

his luggage was sitting there because he didn t even go to that country.

He didn t have any clothes to wear, and we had to make unexpected

spending his clothes. After finding a Computer a school, I was able to

fill out their form online. Then they are telling me that my husband

will not be compensate for his spendings. I WANT ALL SPENDING THAT WE MADE FOR HIS CLOTHES DURING THE LOST OF HIS LUGGAGE TO BE REFUNDED A SOON AS POSSIBLE.Desired Settlement: I WANT ALL SPENDING THAT WE MADE FOR HIS CLOTHES DURING THE LOST OF HIS LUGGAGE TO BE REFUNDED A SOON AS POSSIBLE BECAUSE WE STILL HAVE THE RECEIPTS.

Business

Response:

Dear [redacted],

We have received your letter concerning the above-mentioned reference, and understand that [redacted] contacted the Revdex.com on behalf of her husband, [redacted], who returned from Africa in September 2013, and whom baggage was delayed.

We deeply regret the inconvenience and realize that some items of first necessity may have been necessary.

To calculate the amount to be refunded (within the limits of the provisions of the Montreal Convention), all bills are usually requested.

In the current situation, we also would like to apologize towards our clients for not being able to answer quicker, and on a very exceptional basis, we have gladly decided to offer a compensation without requesting the bills.

A check for USD 1000 will be issued to [redacted] in approximately three weeks, as an all­ inclusive participation to purchases of first necessity.

If more purchases were made, we require all bills, so that we can calculate and proceed to the necessary adjustment, if necessary. Bills can be scanned to our customer service via our web site [redacted] , and must refer to file number Revdex.com [redacted]to be handled in priority.

We hope that [redacted]'s future trips will be to his entire satisfaction.

Yours sincerely

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, but my husband was not able to take his medicines while his luggage was lost. Other than the $1000 compensation Check that will be mailed to us, I will scan all the receipts of spendings we did.

Sincerely,

Review: I am requesting a refund for ticket# [redacted] in the amount of $1395.40 the ticket was cancelled by AF without giving me any notification or refund. I have called AF and was told by the AF agent to contact Delta to buy new ticket for the same price as AF has refunded me the ticket (Which is incorrect), I called my bank and they confirmed there was NO Refund from AF. I had to pay for another ticket ([redacted] so I can travel with my family. I am requesting the refund of the $1395.40 as I have already paid twice for the same ticket. AF is not responding to my requests, my phone calls or all the online requests I have submitted on their website. When I get someone on the phone, they say to call Expedia whom I booked my trip package with. However; when I call Expedia; they advice there is nothing they can do as my CC was charged directly by AF not Expedia. AF is claiming the refund was processed. However; my bank called AF and was told there was no Refund.Desired Settlement: I need my refund of the amount of $1395.40 for the flight ticket that was not used.

Business

Response:

To whom this may concern,

We have well received the comments the Revdex.com forwarded us on behalf of Mrs. [redacted]

On behalf of my Company, I would like to thank you for taking the time to contact us and for allowing our Customer Care team the opportunity to review this request.

We contacted our refund department shortly after receiving your message and explained the situation to our specialists so that they can investigate the matter.

According to our system, the tickets referred to in the message have not been processed and so cannot be refunded. Our system indeed shows that Air France has received a charge back.

This charge back means that our Company has never received the money for the tickets and was therefore unable to issue them explaining the cancelled reservation.

As I received the confirmation that Air France never charged your credit card for this transaction, I strongly recommend you to contact your bank and credit card provider.

I hope the above explanation helps you better understand the situation and that you financial institution will be able to assist you.

I thank you for contacting Air France-KLM and would like to ensure you that we are well aware of our commitment to providing excellent customer service at all times.

Best Regards,

Customer Relations Office North America

Air France-KLM

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.

Review: Reservation [redacted]- Major issues with flight DL8667

1. Safety announcements were not done in any language and only msg from pilot was before landing

2. I was given a seat almost half size an economy seat- I asked the counter agent if the seat is same size as other economy seats and he said yes- it was not- almost half size typical economy seat and per attendant those particular aircrafts have this problem

3. Entertainment system was not functional for the whole duration of the flight ( attendant tried to reset the computer 4 times and failed to operate- had zero entertainment for almost 10 hours

4. Was told by the attendant on board that she will issue me a voucher- then she returned and said they only had 10 vouchers which she already used? but will report the incident and upon landing should obtain a voucher from customer service- went to customer service and they said they can not offer me a voucher because it needs to be done either in flight or with customer relations.

I have been flying airfrance/delta for over 14 years but this trip was a completely unsatisfactory to me

- My major complains are: 1. failed to announce any safety measures in any language while in flight

2. Not given the promised seat ( this is a kids size seat)

3. No entertainment for 10 long haul flight

4. Very unorganized mal informed attendant and customer service on the groundDesired Settlement: Refund and further investigations of their airline safety protocols

Business

Response:

We are really sorry for the difficulties [redacted] has encountered on the occasion of his recent trip on our lines. Please accept our assurance that this information will be taken into account and used in our constant endeavour to improve our service. Furthermore, we have noted that Delta Air Lines, who was the issuer of ticket and marketing carrier for this journey, has responded to [redacted] and offered compensation You have our assurance that we are well aware of our commitment to customer care and despite [redacted]’s poor experience on this occasion, we certainly hope that he will choose our airline again in the future.

Review: On August [redacted], 2013, I flew from Portland, Oregon, to Tel-Aviv, Israel. Flights are DL 2258, AF23, AF1960. The trip was booked via Delta Airlines, however the second two legs of the trip were operated by AirFrance. My luggage was delayed enroute, arriving in Israel four days later and delivered to my hotel. I was told at the airport when filling out my bag claim to submit receipts for necessary expenses caused by the luggage delay. I had to purchase approximately $200 USD in clothes and personal items needed for the four days until my bag arrived. I submitted a claim via AirFrance's website on Monday, August ** with no acknowledgement. I resubmitted the claim two more times, on approximately August ** and August **. I have received no acknowledgement whatsoever from any of the claim submissions. On approximately September *, I called Airfrance two different times to speak to customer service agents and was told both times that I needed to submit the online claim and would get an initial response within 24-48 hours. As of now, I have still not been contacted by any means.Desired Settlement: I would like to be reimbursed $200.00 USD for the expenses incurred by the bag delay.

Business

Response:

According to our investigation, [redacted]'s claim has been handled under reference nº 13243331 by Delta Air Lines. They settled the claim for 177 $US and sent the corresponding payment to consumer on** September 2013.

Review: We booked a roundtrip flight for 4 (1 adult, 2 children, and 1 infant) in early to mid-May, from Abidjan, Cote d'Ivoire to Atlanta, Georgia. We were given a total of 6,572.30 USD, which we promptly paid with a credit card over the phone. On May **, the day we left, the man at the Delta kiosk in Abidjan told us that since the infant would turn 2 before the completion of return ticket, we had to pay for a child's ticket. They cost us an additional $1,800+. We paid it, but if we had known that we had to pay an additional child's fare, we would've never booked the reservation and would've left at a later time. Delta should have notified us days before our flight, so we could've made other arrangements. We are frequent customers of Delta and will remain so, but we can't accept this. We understand that the change in ticket is policy, but we believe Delta should have notified us at the time we booked the flight and the day of.Desired Settlement: DesiredSettlementID: Refund

We just want a refund of the total we paid for the child ticket.

Business

Response:

Dear [redacted],

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

Please note that the customer has contacted us as well as Delta Airlines concerning the same matter. Our records show that Dleta Airlines is handling this case as they have already responded to the customer’s claim.

Here is a copy of the message that was sent to the customer by Delta on June [redacted], 2014:

“WEB Revdex.com RECEIVE BUSINESS RESPONSE :

Hello [redacted],

We have received a copy of your complaint from the Revdex.com regarding your refund request. I'm really sorry the poor impression you received of our services.

I'm really sorry you weren't advised of the infant's ticket prior to arriving at the airport. I'd like to review your concerns in detail. To do so, I need you to send me the following information:

- Name of passengers

- Dates of travel, flight numbers, or ticket numbers

Please reply to this email through the Revdex.com and I'll get back to you as soon as possible. If you want to send me the info by postal mail, please use this address:

If you want to send me the info by overnight delivery (FedEx or UPS, etc.), please use this address:

Thank you again for reaching out to us. I look forward to further assist you.

Regards,

[redacted]”

We hope that with the above information we have answered your request appropriately.

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:

This is a response for my complaint against Air France. The complaint ID is #[redacted]. As requested by [redacted] of Delta Air Lines, the name of the passenger is [redacted]. She is an infant. Her ticket number is [redacted].

Thank You,

Sincerely,

Business

Response:

Dear Mediator,

This is in regards to [redacted] complaint ID# [redacted].

Please note that [redacted] needs to contact Delta Airlines with the information he provided in his claim. The Delta agent he is referring to has asked him to contact Delta through the Revdex.com office and provide the pertinent information concerning his claim.

Air France is not able to assist [redacted] with this matter as Delta is taking care of his claim.

Thank you for your understanding.

Sincerely,

Air France Customer Care USA

Consumer

Response:

At this time, I have not been contacted by Air France regarding complaint ID [redacted].

Sincerely,

Review: AirFrance advertised a flight from JFK to Athens Greece for $623 round trip. I selected my dates from a calendar that listed that fare on their website. I filled in all of my information, I selected from the many seats that were available and when I went to the checkout screen, it showed the $623 price for each of my two tickets. When I pressed the button to complete the transaction, I got an error message saying that the seats for that fare were sold out. I called the airline and was told that there was nothing they could do to restore the price that was advertised and I needed to now pay $653 per ticket. I bought the tickets, but I feel that I was the victim of a bait and switch.Desired Settlement: I would like a $60 refund because that is the difference between the price I paid and what was advertised.

Business

Response:

In reviewing this file and the events described by the client, while he was quoted the price of USD623.00, fares are not guaranteed until ticketed. There are a limited number of seats available at the price that was advertised.

Therefore when he tried to complete the transaction, the fare that was quoted was no longer available. This occurs when several clients are trying to purchase tickets simultaneously.

I am sorry however we cannot accede to his request for a refund of the fare difference.

Best regards,

Air France Customer Care

Review: I submitted this complaint to Delta on August **. They responded on August ** with a partial refund, but I am not completely satisfied with their response. The complaint, exactly as submitted to Delta, follows.I am a U.S. military spouse stationed in Italy. On May ** I booked travel from Naples, Italy to Houston, Texas under confirmation number [redacted]. On May ** I called to add my infant daughter as a lap child. I was told the cost would be 10% of the adult fare, which is $143. The international reservations agent told me because we are U.S. military overseas with an FPO address, the paper tickets for the infant lap child would be mailed to our FPO address and arrive within 2 weeks. I called international reservations again one month later, June **, because the tickets had not arrived yet. I was told they were waiting in the queue, but assured they would be ticketed and mailed in time for our flight on July **. I called again 3 weeks later, July **, 6 days before the flight, because the tickets still had not arrived. The ticket agent told me I would have to pay and have my infant lap child ticketed at the airport. I told her I was concerned because I did not think my local airport had the means to issue the ticket correctly at the price I had been quoted, $143. She said "yes, they can," and while I was still worried, I did not know what to do.On July ** I went to the airport, and was checked in for my Air France flight by a British Airways employee who sent me to an Air France/Alitalia ticket desk where I was charged $50.10 for my daughter's ticket for the Naples-Paris leg of the trip, plus a $61.02 fee from [redacted]. for utilizing the ticket desk. I was told to take care of the rest of her ticketing in Paris the following morning after my overnight layover. I showed up at the airport in Paris at 5:20 a.m., and was told by the Air France ticket agents that the cost to ticket my daughter to the U.S. as a lap infant would be $371.82. I was stunned, but had no choice but to pay. My flight was at 7:20 a.m., and the Delta ticket desk did not open until 7 a.m. On the return trip from the U.S. back home to where my husband is stationed in Italy, we were charged $250.10 by KLM check-in agents at the airport in Houston.At no point during my travels was I able to interact with a Delta employee on a Delta system who could confirm that the amount I should have paid, round trip, for the lap infant was $143. Nor could I get anyone to confirm that I had attempted on May **, June **, and July **, to have her ticketed as a lap infant ahead of time to avoid these troubles with European airports. In all, I have paid $733.04 for a lap infant when I should have paid $143 up front in May, as I requested and as I was promised would be done (ticketed ahead of time). I am requesting a refund of the $590 extra I paid. I am deeply disappointed in the broken promises made by Delta international reservations agents on May ** and June ** about the mailing of paper tickets and about the guaranteed $143 cost of the lap child ticket. Delta claims to support the military, especially those deployed or stationed overseas, and yet here I am, down $590 because simple actions like the mailing of paper tickets when requested were not taken.

Product_Or_Service: international lap-infant airline ticket

Order_Number: n/a/

Account_Number: n/aDesired Settlement: DesiredSettlementID: Refund

Delta has already refunded $250.10 of the $590 extra I paid, and has also offered to refund the $61.02 fee from [redacted]. that I paid in Naples. I am requesting a refund for the remaining $278.88 extra that I paid. Thank you.

Business

Response:

Dear [redacted],

We are responding to the customer complaint ID [redacted] that you received from [redacted], concerning her request for the remaining amount of the infant ticket she had to purchase.

?

In regards to this request, we would like to clarify a few points as to why the customer had to purchase an infant ticket at the airport.

The customer made her reservation and purchased her tickets through Delta Airlines, who informed her that she will receive her infant ticket in the mail. The customer did not receive the ticket in the mail and had to get it at the airport.

The customer was quoted a certain fare by Delta Airlines for the infant ticket. Since, there was no ticket issued in the system, Air France had to issue an infant ticket with the best available fare on that day in our system.

Air France cannot be held responsible in this case, if Delta was not able to issue and mail the infant ticket to the customer in time for her travel.

In regards to the above, we can only invite the customer to re-contact Delta Airlines directly for the amount of the remaining refund she is claiming.

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:

Delta Airlines passed the complaint on to Air France, however I feel that was a wrong action by Delta Airlines. I agree with Air France's statement that the fault is with Delta Airlines, not with Air France, but Delta Airlines was wrongly allowed to pass the complaint on to Air France. It is true that the funds I am asking to be refunded were billed by Air France, but the fault is 100% with Delta Airlines. I would like the complaint returned to Delta Airlines.

Sincerely,