We were sorry to learn of [redacted] and [redacted] 's journey to Europe together with Air France and our SkyTeam partner, Delta Air Lines did not meet their expectations.Upon review of their case and of the travel details provided, we suggest [redacted] and [redacted] contact Delta Air Lines directly through their Comment/Complaint form.Best regards,Air France Customer Care
We are sorry to learn about the incident described by *** [redacted] regarding his baggage delay on flight [redacted] last [redacted] July I can appreciate this was a stressful experience for himWe kindly invite [redacted] to contact our customer care directly by submitting his documentation through our [redacted] Best regards,Air France Customer Care
We are sorry to learn of [redacted] s dissatisfaction as she was expecting a response from Air France, however, our partner Delta Air Lines is tasked with answering correspondence from our customers residing in North AmericaThat being said, we regret that [redacted] was unable to travel as planned on ** April 2016, due to the overbooking of her flight from Tel Aviv to ParisWhile we recognise that this situation must have been disappointing for her, there are many reasons why it is necessary for airlines to overbook, although we strive to keep this to an absolute minimumWhile we are pleased to note that our ground staff was able to offer an alternate itinerary that allowed you to arrive earlier at Pittsburgh, her final destination, we deplore that this also resulted in a long wait at Tel Aviv airport and, we are sorry to learn, the delay of her baggageSince overbooking is a common industry standard, legislation has been introduced to provide compensation for passengers facing this situationOur records show that a check corresponding to this compensation has been issued * August and cashed on ** August We are also sorry to learn that your baggage was delayed and wish to offer you our renewed apologies for any inconvenience causedWe are aware of the considerable difficulty incidents such as this can causeEvery effort is made to ensure the handling of our customers' baggage is seamless and trouble-free and we very much regret this was not the case on this occasion Also, since the last carrier of the journey, to whom the delay is reported, is responsible for handling the baggage claim, we kindly request that [redacted] to contact Delta Air Lines directly We do hope that the above explanation will help soften the negative impact of this situation, and that [redacted] will afford us another opportunity to serve her to her entire satisfaction
We are sorry to learn that [redacted] is dissatisfied with the change of program affecting flight [redacted] of [redacted] June **17, operated by Jet Airways from Paris to Mumbai, which she had reserved for her motherFlight frequency to some destinations sometimes must be amended in light of changing demands for transport or local conditionsIn this particular case, it appears that the operating airline, Jet Airways has changed the departure and arrival times of the flightBecause this particular flight was no longer available as a code share with Air France, nor did the new arrival time permit connecting from San Francisco, an automated system changed the reservation to an alternate flightWhile indeed this flight did not permit connecting from San Francisco either, the email was sent to you with the objective that you would contact our Service Centre to find an alternate itinerary for your motherOur agents did propose an alternate itinerary with our associated airline KLM, connecting through Amsterdam Schiphol airport, ranked independently among the best airports in the world, to a flight operated by Jet Airways to Mumbai, or other multi-connexion itinerariesWe are sorry that none of these were deemed suitable by [redacted] and she decided to cancel the booking and requested the refund of the ticket, which has been fully refunded as of ** September **and will be posted on the credit card used for paymentHowever, no further compensation is provided in such circumstances
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: This is unacceptable We have been thrown around in circles by both airlines, who oddly enough are affiliated with one another We have called BOTH airlines to only be put on hold for minutes or more at a time with no one ever returning to the line to address the situationWe first contacted Delta who advised us to contact Air France because they would be unable to refund money that we did not pay their airline directlyThe lack of customer service is appalling and I will await a resolution that is acceptable instead of attempting to deflect the issue to another company In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:i cant open the form they sent to me and also I don't find this response satisfactory and handling my complain right! My mother is still taking medication from the pain and the stress she was exposed to and still even if as they say she was only supposed to be in the wheel chair till the boarding gate, but she requested from the person who was responsible for her to come back and take her on the wheel chair through the tube because she can't walk! A years old lady should be treated with more care and respect [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
We have taken full note of [redacted] remarks, regarding his recent trip with his family, and we are really sorry for the difficulties they have encountered on this occasionIndustrial action called by several unions representing Air France cabin crew began on [redacted] July and forced us to delay and cancel a number of our flightsWe 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 [redacted] mentions and we would therefore like to reiterate our sincere apologies in this respectI should highlight that the Customer Care department is responsible for attending to the correspondence from our customers So that we may address [redacted] request as soon as possible, we kindly invite him to provide relevant details (ticket and or flight number and date, baggage incident report, etc.) by completing the online form, by telephone at [redacted] (Monday to Friday: 8am to 7pm ET) or by mail: [redacted] In the meantime, we thank [redacted] for his patience and understanding
[redacted] ***, Thank you for contacting us via the Revdex.com website Our records show that the Miles were applied to the flight (passenger name record [redacted] ) on December ***Please allow a few days before you see the transaction on your Flying Blue account Kind regards, Air France / KLM Customer Care
We were sorry to learn that Air France Customer Care's response did not meet the expectations of [redacted] and [redacted] Upon review of the travel details shared, the irregularity of a Delta Air Lines operated flight, resulted in Delta Air Lines' reissue of tickets and reroutingTherefore, we must respectfully suggest [redacted] and [redacted] contact Delta Air Lines directly through their Comment/Complaint form.Best regards,Air France Customer Care
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: In a prior response from the airline, they stated the following:I had booked a flight on [redacted] May They confirmed the flight and ran my credit card The charge was authorized by my credit card For some unexplained reason, the airline never followed through Although there were flights available on [redacted] May, they were twice as much and I was forced to book a flight on [redacted] May I had to incur additional costs in hotel and other costs in order to make the change caused by the airline not following through on their end.update: don't have proof of the [redacted] may trip purchase but in Air France's response, they admit the purchase was made by me and authorized on my credit card They did not follow through When I was finally told by them that the charges did not go through by them, price had doubledI had to change it to next day Those charges and my extra night charges on my credit card are attached Thank you (Attachment is in the library) In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We are very sorry to learn that [redacted] continues to be dissatisfied Whilst this is always a matter of concern to us, we regret that there is nothing more we can add to what has already been stated before now
We are sorry to learn that [redacted] continues to be dissatisfied Whilst this is always a matter of concern to us, we regret that we are not able to change our position and must confirm the terms of our responses, to her claims on our Website and message to our executives We regret to hear of her belief that the treatment she received was in some way discriminatoryAir France staff are required and committed to uphold the strict criteria that the company lays down outlining that a passenger’s religious, racial, ethical or moral beliefs, age, gender, sexual orientation or background should not interfere with any aspect of the service to which they are entitledWe are an international organisation transporting passengers from all over the world and employing diverse staff, therefore we do not tolerate such behaviour To summarise, airlines have rules concerning baggage, ours may be found here: Hand baggage and checked baggageAlthough her carry on baggage weight limit was reached and free checkbaggage allowance was exceeded, our records show that no excess baggage fee was charged to [redacted] *** Also, we may ask passengers to chtheir carbaggage even if it complies with our rules if a flight is expected to be full, as this was the case with [redacted] ***’s flight from Rome to ParisThis is why passengers should pack fragile, valuable or critical items in such a manner that they can remove them quickly for their carbaggage to keep them in the cabin with them We hope that [redacted] ***'s future travels will be trouble free
Revdex.com: 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 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 expiredCould 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, [redacted]
[redacted] I am sorry our answer didn’t bring you satisfaction.Unfortunately, this is not a matter where the mistake was made but the country of purchaseSince the ticket was purchased in Morocco we, at Customer Care USA, are unable assist you with this regrettable issue.As we have no direct contact to provide you, the only way to submit your claim is via our websiteYou have to file a customer care form and mention the address of your mother in MoroccoThat way, the claim will be transmitted to the appropriate department, as each one covers a different territoryThank you for your understandingAir France Customer Care
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved becauseI reported the damages to representatives at both the Libreville Airport and the headquarters office in Bord de Mer, and neither of these offices allowed, or offered for that matter, me to make a baggage claim After reporting to two different offices and representatives, I was turned away, stating that there was nothing that could be done for me As a direct result, I reported it online to be sure that I was in the statute of limitations to report the claim I reported the damages to representatives at both the Libreville Airport and the headquarters office in Bord de Mer within business days, and neither of these offices allowed, or even offered for that matter, me to make a baggage claim After reporting to two different offices and representatives, I was turned away, stating that there was "nothing" that could be done for me As a direct result, I reported it online to be sure that I was in the statute of limitations to report the claim This is absolutely appalling that I can visit two different offices of your company and report the damages within business days to both offices and still be denied the reparations that are due unto me My baggage was damaged and items were stolen There is not excuse that could justify the actions of the Air France associate whom not only cut a perfectly circular whole into one bag and took items without permission When someone takes items that they did not pay for and without permission of the owner, it's called theft or stealing My other bag was irreparably damaged also Once getting past the plastic Air France Bag that it was wrapped in, I couldn't help but notice the top of the bag was slashed and items were missing In essence, two Air France representatives not only denied me the opportunity to file an Air France complaint in office but did not direct me of the proper channels to take in writing with Air France In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] ,Thank you for contacting us.First and foremost, I would like to offer you my sincere condolences for the loss of your father.We are disheartened to learn about the situation you have reported However, because you have not mentioned the name of your parents, we have been unable to pull up their reservationThis been said, we understand your parents booked their tickets with a travel agency and not with Air FranceWe also understand they booked their ticket in Morocco and not in the USA.In regards to the proceedings, we regret to inform you that our office is unable to deal with matters linked to foreign countriesAs such, we must respectfully suggest remaining in touch either with the travel agency or Air France in Morocco.Kind regards,Air France Customer Care
We are sorry to learn that the ticket [redacted] purchased on our Website did not meet his requirementsWe will report the problems he experienced to our digital team for review, to prevent this situation from happening again[redacted] mentions that he does not want to use the ticket and is requesting a full refund.I should highlight that our Website allows searching for a fare that can be modified without a change fee, however this does not apply to cancellationsHis ticket can therefore only be cancelled with a cancellation fee, as specified in the fare rules.Although it true that the customer accepted the fare rules before purchasing the ticket, as a goodwill gesture, we will put a remark on the booking intended for our [redacted] so that the change fee may be waived (fare adjustment would still apply, depending on the new booking)
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]I have attached all the documents I already submitted to Air France when I emailed them directlyI expect their US office to help me with this matter because the mistake was made by a US rep and not the travel agency or the AIR France office in MoroccoThe documents I provided can help them pull my parents' tickets and case and issue a refund In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, A [redacted]
We were sorry to learn of [redacted] and [redacted] 's journey to Europe together with Air France and our SkyTeam partner, Delta Air Lines did not meet their expectations.Upon review of their case and of the travel details provided, we suggest [redacted] and [redacted] contact Delta Air Lines directly through their Comment/Complaint form.Best regards,Air France Customer Care
We are sorry to learn about the incident described by *** [redacted] regarding his baggage delay on flight [redacted] last [redacted] July I can appreciate this was a stressful experience for himWe kindly invite [redacted] to contact our customer care directly by submitting his documentation through our [redacted] Best regards,Air France Customer Care
Our records show that [redacted] had also sent us his claim through another channel and we have now addressed his concerns
We are sorry to learn of [redacted] s dissatisfaction as she was expecting a response from Air France, however, our partner Delta Air Lines is tasked with answering correspondence from our customers residing in North AmericaThat being said, we regret that [redacted] was unable to travel as planned on ** April 2016, due to the overbooking of her flight from Tel Aviv to ParisWhile we recognise that this situation must have been disappointing for her, there are many reasons why it is necessary for airlines to overbook, although we strive to keep this to an absolute minimumWhile we are pleased to note that our ground staff was able to offer an alternate itinerary that allowed you to arrive earlier at Pittsburgh, her final destination, we deplore that this also resulted in a long wait at Tel Aviv airport and, we are sorry to learn, the delay of her baggageSince overbooking is a common industry standard, legislation has been introduced to provide compensation for passengers facing this situationOur records show that a check corresponding to this compensation has been issued * August and cashed on ** August We are also sorry to learn that your baggage was delayed and wish to offer you our renewed apologies for any inconvenience causedWe are aware of the considerable difficulty incidents such as this can causeEvery effort is made to ensure the handling of our customers' baggage is seamless and trouble-free and we very much regret this was not the case on this occasion Also, since the last carrier of the journey, to whom the delay is reported, is responsible for handling the baggage claim, we kindly request that [redacted] to contact Delta Air Lines directly We do hope that the above explanation will help soften the negative impact of this situation, and that [redacted] will afford us another opportunity to serve her to her entire satisfaction
We are sorry to learn that [redacted] is dissatisfied with the change of program affecting flight [redacted] of [redacted] June **17, operated by Jet Airways from Paris to Mumbai, which she had reserved for her motherFlight frequency to some destinations sometimes must be amended in light of changing demands for transport or local conditionsIn this particular case, it appears that the operating airline, Jet Airways has changed the departure and arrival times of the flightBecause this particular flight was no longer available as a code share with Air France, nor did the new arrival time permit connecting from San Francisco, an automated system changed the reservation to an alternate flightWhile indeed this flight did not permit connecting from San Francisco either, the email was sent to you with the objective that you would contact our Service Centre to find an alternate itinerary for your motherOur agents did propose an alternate itinerary with our associated airline KLM, connecting through Amsterdam Schiphol airport, ranked independently among the best airports in the world, to a flight operated by Jet Airways to Mumbai, or other multi-connexion itinerariesWe are sorry that none of these were deemed suitable by [redacted] and she decided to cancel the booking and requested the refund of the ticket, which has been fully refunded as of ** September **and will be posted on the credit card used for paymentHowever, no further compensation is provided in such circumstances
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: This is unacceptable We have been thrown around in circles by both airlines, who oddly enough are affiliated with one another We have called BOTH airlines to only be put on hold for minutes or more at a time with no one ever returning to the line to address the situationWe first contacted Delta who advised us to contact Air France because they would be unable to refund money that we did not pay their airline directlyThe lack of customer service is appalling and I will await a resolution that is acceptable instead of attempting to deflect the issue to another company In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:i cant open the form they sent to me and also I don't find this response satisfactory and handling my complain right! My mother is still taking medication from the pain and the stress she was exposed to and still even if as they say she was only supposed to be in the wheel chair till the boarding gate, but she requested from the person who was responsible for her to come back and take her on the wheel chair through the tube because she can't walk! A years old lady should be treated with more care and respect [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
We have taken full note of [redacted] remarks, regarding his recent trip with his family, and we are really sorry for the difficulties they have encountered on this occasionIndustrial action called by several unions representing Air France cabin crew began on [redacted] July and forced us to delay and cancel a number of our flightsWe 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 [redacted] mentions and we would therefore like to reiterate our sincere apologies in this respectI should highlight that the Customer Care department is responsible for attending to the correspondence from our customers So that we may address [redacted] request as soon as possible, we kindly invite him to provide relevant details (ticket and or flight number and date, baggage incident report, etc.) by completing the online form, by telephone at [redacted] (Monday to Friday: 8am to 7pm ET) or by mail: [redacted] In the meantime, we thank [redacted] for his patience and understanding
[redacted] ***, Thank you for contacting us via the Revdex.com website Our records show that the Miles were applied to the flight (passenger name record [redacted] ) on December ***Please allow a few days before you see the transaction on your Flying Blue account Kind regards, Air France / KLM Customer Care
We were sorry to learn that Air France Customer Care's response did not meet the expectations of [redacted] and [redacted] Upon review of the travel details shared, the irregularity of a Delta Air Lines operated flight, resulted in Delta Air Lines' reissue of tickets and reroutingTherefore, we must respectfully suggest [redacted] and [redacted] contact Delta Air Lines directly through their Comment/Complaint form.Best regards,Air France Customer Care
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: In a prior response from the airline, they stated the following:I had booked a flight on [redacted] May They confirmed the flight and ran my credit card The charge was authorized by my credit card For some unexplained reason, the airline never followed through Although there were flights available on [redacted] May, they were twice as much and I was forced to book a flight on [redacted] May I had to incur additional costs in hotel and other costs in order to make the change caused by the airline not following through on their end.update: don't have proof of the [redacted] may trip purchase but in Air France's response, they admit the purchase was made by me and authorized on my credit card They did not follow through When I was finally told by them that the charges did not go through by them, price had doubledI had to change it to next day Those charges and my extra night charges on my credit card are attached Thank you (Attachment is in the library) In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
We are very sorry to learn that [redacted] continues to be dissatisfied Whilst this is always a matter of concern to us, we regret that there is nothing more we can add to what has already been stated before now
We are sorry to learn that [redacted] continues to be dissatisfied Whilst this is always a matter of concern to us, we regret that we are not able to change our position and must confirm the terms of our responses, to her claims on our Website and message to our executives We regret to hear of her belief that the treatment she received was in some way discriminatoryAir France staff are required and committed to uphold the strict criteria that the company lays down outlining that a passenger’s religious, racial, ethical or moral beliefs, age, gender, sexual orientation or background should not interfere with any aspect of the service to which they are entitledWe are an international organisation transporting passengers from all over the world and employing diverse staff, therefore we do not tolerate such behaviour To summarise, airlines have rules concerning baggage, ours may be found here: Hand baggage and checked baggageAlthough her carry on baggage weight limit was reached and free checkbaggage allowance was exceeded, our records show that no excess baggage fee was charged to [redacted] *** Also, we may ask passengers to chtheir carbaggage even if it complies with our rules if a flight is expected to be full, as this was the case with [redacted] ***’s flight from Rome to ParisThis is why passengers should pack fragile, valuable or critical items in such a manner that they can remove them quickly for their carbaggage to keep them in the cabin with them We hope that [redacted] ***'s future travels will be trouble free
Revdex.com: 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 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 expiredCould 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, [redacted]
[redacted] I am sorry our answer didn’t bring you satisfaction.Unfortunately, this is not a matter where the mistake was made but the country of purchaseSince the ticket was purchased in Morocco we, at Customer Care USA, are unable assist you with this regrettable issue.As we have no direct contact to provide you, the only way to submit your claim is via our websiteYou have to file a customer care form and mention the address of your mother in MoroccoThat way, the claim will be transmitted to the appropriate department, as each one covers a different territoryThank you for your understandingAir France Customer Care
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved becauseI reported the damages to representatives at both the Libreville Airport and the headquarters office in Bord de Mer, and neither of these offices allowed, or offered for that matter, me to make a baggage claim After reporting to two different offices and representatives, I was turned away, stating that there was nothing that could be done for me As a direct result, I reported it online to be sure that I was in the statute of limitations to report the claim I reported the damages to representatives at both the Libreville Airport and the headquarters office in Bord de Mer within business days, and neither of these offices allowed, or even offered for that matter, me to make a baggage claim After reporting to two different offices and representatives, I was turned away, stating that there was "nothing" that could be done for me As a direct result, I reported it online to be sure that I was in the statute of limitations to report the claim This is absolutely appalling that I can visit two different offices of your company and report the damages within business days to both offices and still be denied the reparations that are due unto me My baggage was damaged and items were stolen There is not excuse that could justify the actions of the Air France associate whom not only cut a perfectly circular whole into one bag and took items without permission When someone takes items that they did not pay for and without permission of the owner, it's called theft or stealing My other bag was irreparably damaged also Once getting past the plastic Air France Bag that it was wrapped in, I couldn't help but notice the top of the bag was slashed and items were missing In essence, two Air France representatives not only denied me the opportunity to file an Air France complaint in office but did not direct me of the proper channels to take in writing with Air France In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] ,Thank you for contacting us.First and foremost, I would like to offer you my sincere condolences for the loss of your father.We are disheartened to learn about the situation you have reported However, because you have not mentioned the name of your parents, we have been unable to pull up their reservationThis been said, we understand your parents booked their tickets with a travel agency and not with Air FranceWe also understand they booked their ticket in Morocco and not in the USA.In regards to the proceedings, we regret to inform you that our office is unable to deal with matters linked to foreign countriesAs such, we must respectfully suggest remaining in touch either with the travel agency or Air France in Morocco.Kind regards,Air France Customer Care
We are sorry to learn that the ticket [redacted] purchased on our Website did not meet his requirementsWe will report the problems he experienced to our digital team for review, to prevent this situation from happening again[redacted] mentions that he does not want to use the ticket and is requesting a full refund.I should highlight that our Website allows searching for a fare that can be modified without a change fee, however this does not apply to cancellationsHis ticket can therefore only be cancelled with a cancellation fee, as specified in the fare rules.Although it true that the customer accepted the fare rules before purchasing the ticket, as a goodwill gesture, we will put a remark on the booking intended for our [redacted] so that the change fee may be waived (fare adjustment would still apply, depending on the new booking)
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]I have attached all the documents I already submitted to Air France when I emailed them directlyI expect their US office to help me with this matter because the mistake was made by a US rep and not the travel agency or the AIR France office in MoroccoThe documents I provided can help them pull my parents' tickets and case and issue a refund In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, A [redacted]