We are sorry to learn that [redacted] reservation in Premium Economy class for flight [redacted] on [redacted] September 2016 had to be changed to Economy, due to an unforeseen change of aircraft for one with a smaller capacity. While we are sorry for the disappointment that situation may have... caused, we are pleased to note that we were eventually able to accommodate [redacted] in the class purchased.
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] ***
Our records show that [redacted] checkat 09:local time on [redacted] March for his flight departing at 11: [redacted] indicated that the agent was unable to find an online payment for excess baggage, which according to our records was inexistentThe situation was indeed resolved when the corresponding payment was received at 10:32.Furthermore, the booking does not contain any previous attempt, successful or not, to purchase additional baggage allowance.It is the passengers’ responsibility to arrive at cheon time to perform all required formalities.The amount charged to modify the ticket is conform to the conditions of the ticket and therefore no refund is due
Dear [redacted] ,Thank you for your message.In order for us to go any further with the review of your file, please provide your ticket number (reservation number) at your earliest convenienceI will treat your request upon reception.Kind regards,Air France/KLM Customer Care
We are sorry to learn of [redacted] ’s dissatisfaction with [redacted] being charged a fee for the transport of her second checkbag We should highlight that the allowance on her ticket was for one piece of luggage and the frequent flyer Delta Air Lines transmitted to Air France did not contain any information concerning her Elite statusWe are pleased to note that this matter has been sorted out and that the refund of the excess baggage charge was processed on ** January and has been posted on the account of the [redacted] card used for the payment
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and, indeed, at the very last minute, just when we were boarding the plane, we were reassigned to the class we had paid forOf course, we were not able to nake use of skyline priority check in and boarding that our ticket would have provided forI spent days fruitlessly on the phone with very unhelpful customer representatives in Air France and Delta who were mostly interested in passing the buck than in addressing the issuesBut for the help from Revdex.com, we would still be dealing with the problemSo, thanks Revdex.com but no thanks, Air France Sincerely, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The cost of the ticket has nothing to do with returning the unused portion of the ticket. All other airlines return unused tax. The statement that I could use the unused portion is false, as the ticket was cancelled and I was told by an Air France representative that I would be refunded the tax.Given how awful the customer service at Air France is, and given that I feel that they are behaving in a less than honest manner, I wouldn't fly their airline again, ever. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]
We are sorry to learn that [redacted] is disappointed with the charges required to change his bookingThe fare conditions can be displayed with a click at any time during the booking process on our Website [redacted] or can be communicated by the agent if booking by telephoneIn this case, we see that [redacted] journey was booked through a travel agency on [redacted] ***’ ticketsWe should highlight that travel agencies set and apply their own issuance fees for the sale of Air France ticketsThese fees vary depending on the travel agencyFurthermore, only tickets issued by Air France may be modified on our WebsiteAlso, before the beginning of journey, any changes must be done by the issuing agencyIn view of the above, we must kindly refer [redacted] to his travel agency for their explanation
We are sorry to learn that [redacted] was unable to complete his purchase on our Website [redacted] Our records show that the booking was never completed and although there was a check run on the credit card, it was not charged since no ticket was issued.We should highlight that the only booking we could find was for travel on [redacted] May and that associated pricing was for an Economy Mini fare, which is not changeable and checked baggage optionalThere is also a possibility to purchase another slightly more expensive fare which includes checked baggage and the possibility of modifying the tickets for a fee.At the time of writing this response, there are still at least four tickets available at a cost not exceeding the amount [redacted] indicated, on our Website under Purchase a ticketAs indicated therein, in case of difficulty using our Website or of a technical problem, our Web Support is available days a week, from a.m to 7:p.mET, toll-free at ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
We are sorry to learn of the incident with ** *** baggage We are aware of the considerable difficulty incidents such as this can causeEvery effort is made to ensure the handling of our customers' baggage is seamless and trouble-free and I very much regret if this was not the
case on this occasion. Although we can understand that damage or loss of belongings from your luggage may be discovered afterwards, we can only accept liability if the loss is reported in writing within days after receiving your baggage I understand that ** *** had also contacted our Baggage Service Office, who has now requested information to review the claim
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
It doesn't address the refund, discrimination or lies told to me In writing to cover their agent's actions or depriving me of my medication on a hour journeyI have copied all correspondence as well as this response and am sending it to all the Air France and KLM board members and the CEO, to show the breakdown of all customer serviceTheir names and addresses were easily go then onlineI am also including the comments on social mediaThe various news agencies will also receive copies osame
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
We are sorry to learn that the baggage ** *** entrusted to Delta Air Lines at Newark Liberty airport could not be loaded of his flight to Freetown and wish to offer him 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 further deplore that he was unhappy with the service received when reporting the incident at Lungi international airport and when contacting our Baggage Call Centre.We appreciate him taking the time to provide us with this valuable feedback, which we will forward to the relevant managers so that it may be used to improve our services.In order to settle this inconvenience, he should contact our Baggage Service Recovery team directly by completing the online declaration form and attaching first necessity purchases (such as toiletries or clothing).We do hope that despite his poor experience on this occasion, we might have an early opportunity to restore ** ***’s confidence in our service
We have taken full note of ** ***’s remarks, regarding your recent trip from Paris to Lorient, and we are really sorry for the difficulties you have encountered on this occasion. Our records show that ** *** and her travel companion were indeed placed in wait list on flight AFof
* July 2017, operated by Hop! between Paris Orly airport and Lorient While it does not appear any passengers were denied boarding on this flight, which left with several available seats, we understand that ** *** made arrangements with Expedia to have the tickets cancelled and that she made a new reservation on Air France’s US Website for a later flight. Unfortunately, that flight AFof * July 2017, also operated by Hop! along the same itinerary was cancelled due to operating difficulties Although we offered a seat on the first available flight that same day to a nearby airport, to minimise the inconvenience to ** *** and her travel companion, we do understand that this was not acceptable to them and they chose not to travel with us. Naturally, in such circumstances, we offer passengers a full refund of their unused ticket, along with any associated options purchased. We have noted that ** *** has already been informed that she would receive a refund of 132.14$, we do see that an additional refund for 130.56$ has now been processed, the sum of which corresponds to the total cost of her ticket. Furthermore, the refund of ** ***’s travel companion is pending and we have asked that it be processed in priority, along with the refund of the extra baggage options associated to his ticket. We do hope that the above explanation will help soften the negative impact of this situation, and that ** *** will afford us another opportunity to serve her to her entire satisfaction
*** ***, 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 ***This trip was
purchase on a same ticketHowever, 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, KievPlease note it is the passenger’s responsibility to retrieve their luggage at the final destination, i.e Kiev in your caseOur baggage file indicates that your 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 carriageAs 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
*** ***, I am sorry for the disappointment causedThank you for taking the time to share your comments with us
Air France Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
As Air France acknowledges, I booked four tickets on a flight from Prague to Paris for ** May 2017. The flight was listed on my credit card authorizations. I entered into a contract with Air France and detrimentally relied on their fulfilling their end of the bargain. I am simply asking for them to book me a flight for early afternoon for four people on ** May at the agreed to price of $including luggage. I am not asking to pay any less than the agreed upon amount or to be given anything that I did not contract for. I have checked on line and the flight is still available just at a much higher price. They can call me at *** *** *** to honor this contractual arrangement.thank you very much.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Dear *** ***,
Following a thorough review of the file for these passengers, I see that their bookings to travel on Air France from Miami to Berlin via Paris on June ***, were cancelled by our partners’ system, Delta Air LinesThis was done in error.
When the passengers were made
aware that their file was cancelled, they contacted the reservation office and were rebooked on another optionThey were rebooked to travel earlier the same day on Delta Air Lines from Miami to New York, and from New York to Amsterdam and finally to Berlin on KLM
While we had them leaving the same day, June **, 2015, they left from Miami at 12:05pm instead of their original departure time of 8:30pm
We apologize for this disruption to their journey as they had to leave earlier than expectedWhile I understand they request first class tickets, we cannot accede to this request
I am offering them each a non-refundable travel voucher for USDwhich can be used for travel on our Air France, KLM and Delta Air Lines up to one year from the date of issue
The travel vouchers have been issued as follows, valid for use until October **, 2016:*** * *** * *** ***
*** * *** * *** ***
*** * *** * *** ***
They will receive these vouchers by email at *** within the next hours
Best regards,Air France Customer Care
We are sorry to learn that *** ***’s baggage was delayed and wish to offer you our renewed apologies for any inconvenience caused We are aware of the considerable difficulty incidents such as this can causeEvery effort is made to ensure the handling of our customers' baggage is seamless
and trouble-free and we very much regret this was not the case on this occasion Our records show that her baggage was not transferred to Air France in Atlanta upon her arrival from Jacksonville, but rather that Delta Air Lines transported it later on one of its flights to Paris then transferred it to Air France to be transported on one of our flights to Budapest While our records show that the baggage has now been delivered to *** ***, we sincerely deplore any inconvenience she faced in the meantime
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has not yet been resolved until the business properly compensates me for my lossI attached the receipt for the items I purchased in Tunis (***)But for the items I lost that I have owned for some time, I do not have receiptsHow do you suggest we go about valuing these items?
Sincerely,
*** ***
We are sorry to learn that [redacted] reservation in Premium Economy class for flight [redacted] on [redacted] September 2016 had to be changed to Economy, due to an unforeseen change of aircraft for one with a smaller capacity. While we are sorry for the disappointment that situation may have... caused, we are pleased to note that we were eventually able to accommodate [redacted] in the class purchased.
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] ***
Our records show that [redacted] checkat 09:local time on [redacted] March for his flight departing at 11: [redacted] indicated that the agent was unable to find an online payment for excess baggage, which according to our records was inexistentThe situation was indeed resolved when the corresponding payment was received at 10:32.Furthermore, the booking does not contain any previous attempt, successful or not, to purchase additional baggage allowance.It is the passengers’ responsibility to arrive at cheon time to perform all required formalities.The amount charged to modify the ticket is conform to the conditions of the ticket and therefore no refund is due
Dear [redacted] ,Thank you for your message.In order for us to go any further with the review of your file, please provide your ticket number (reservation number) at your earliest convenienceI will treat your request upon reception.Kind regards,Air France/KLM Customer Care
We are sorry to learn of [redacted] ’s dissatisfaction with [redacted] being charged a fee for the transport of her second checkbag We should highlight that the allowance on her ticket was for one piece of luggage and the frequent flyer Delta Air Lines transmitted to Air France did not contain any information concerning her Elite statusWe are pleased to note that this matter has been sorted out and that the refund of the excess baggage charge was processed on ** January and has been posted on the account of the [redacted] card used for the payment
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and, indeed, at the very last minute, just when we were boarding the plane, we were reassigned to the class we had paid forOf course, we were not able to nake use of skyline priority check in and boarding that our ticket would have provided forI spent days fruitlessly on the phone with very unhelpful customer representatives in Air France and Delta who were mostly interested in passing the buck than in addressing the issuesBut for the help from Revdex.com, we would still be dealing with the problemSo, thanks Revdex.com but no thanks, Air France Sincerely, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The cost of the ticket has nothing to do with returning the unused portion of the ticket. All other airlines return unused tax. The statement that I could use the unused portion is false, as the ticket was cancelled and I was told by an Air France representative that I would be refunded the tax.Given how awful the customer service at Air France is, and given that I feel that they are behaving in a less than honest manner, I wouldn't fly their airline again, ever. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]
We are sorry to learn that [redacted] is disappointed with the charges required to change his bookingThe fare conditions can be displayed with a click at any time during the booking process on our Website [redacted] or can be communicated by the agent if booking by telephoneIn this case, we see that [redacted] journey was booked through a travel agency on [redacted] ***’ ticketsWe should highlight that travel agencies set and apply their own issuance fees for the sale of Air France ticketsThese fees vary depending on the travel agencyFurthermore, only tickets issued by Air France may be modified on our WebsiteAlso, before the beginning of journey, any changes must be done by the issuing agencyIn view of the above, we must kindly refer [redacted] to his travel agency for their explanation
We are sorry to learn that [redacted] was unable to complete his purchase on our Website [redacted] Our records show that the booking was never completed and although there was a check run on the credit card, it was not charged since no ticket was issued.We should highlight that the only booking we could find was for travel on [redacted] May and that associated pricing was for an Economy Mini fare, which is not changeable and checked baggage optionalThere is also a possibility to purchase another slightly more expensive fare which includes checked baggage and the possibility of modifying the tickets for a fee.At the time of writing this response, there are still at least four tickets available at a cost not exceeding the amount [redacted] indicated, on our Website under Purchase a ticketAs indicated therein, in case of difficulty using our Website or of a technical problem, our Web Support is available days a week, from a.m to 7:p.mET, toll-free at ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
We are sorry to learn of the incident with ** *** baggage We are aware of the considerable difficulty incidents such as this can causeEvery effort is made to ensure the handling of our customers' baggage is seamless and trouble-free and I very much regret if this was not the
case on this occasion. Although we can understand that damage or loss of belongings from your luggage may be discovered afterwards, we can only accept liability if the loss is reported in writing within days after receiving your baggage I understand that ** *** had also contacted our Baggage Service Office, who has now requested information to review the claim
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
It doesn't address the refund, discrimination or lies told to me In writing to cover their agent's actions or depriving me of my medication on a hour journeyI have copied all correspondence as well as this response and am sending it to all the Air France and KLM board members and the CEO, to show the breakdown of all customer serviceTheir names and addresses were easily go then onlineI am also including the comments on social mediaThe various news agencies will also receive copies osame
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
We are sorry to learn that the baggage ** *** entrusted to Delta Air Lines at Newark Liberty airport could not be loaded of his flight to Freetown and wish to offer him 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 further deplore that he was unhappy with the service received when reporting the incident at Lungi international airport and when contacting our Baggage Call Centre.We appreciate him taking the time to provide us with this valuable feedback, which we will forward to the relevant managers so that it may be used to improve our services.In order to settle this inconvenience, he should contact our Baggage Service Recovery team directly by completing the online declaration form and attaching first necessity purchases (such as toiletries or clothing).We do hope that despite his poor experience on this occasion, we might have an early opportunity to restore ** ***’s confidence in our service
We have taken full note of ** ***’s remarks, regarding your recent trip from Paris to Lorient, and we are really sorry for the difficulties you have encountered on this occasion. Our records show that ** *** and her travel companion were indeed placed in wait list on flight AFof
* July 2017, operated by Hop! between Paris Orly airport and Lorient While it does not appear any passengers were denied boarding on this flight, which left with several available seats, we understand that ** *** made arrangements with Expedia to have the tickets cancelled and that she made a new reservation on Air France’s US Website for a later flight. Unfortunately, that flight AFof * July 2017, also operated by Hop! along the same itinerary was cancelled due to operating difficulties Although we offered a seat on the first available flight that same day to a nearby airport, to minimise the inconvenience to ** *** and her travel companion, we do understand that this was not acceptable to them and they chose not to travel with us. Naturally, in such circumstances, we offer passengers a full refund of their unused ticket, along with any associated options purchased. We have noted that ** *** has already been informed that she would receive a refund of 132.14$, we do see that an additional refund for 130.56$ has now been processed, the sum of which corresponds to the total cost of her ticket. Furthermore, the refund of ** ***’s travel companion is pending and we have asked that it be processed in priority, along with the refund of the extra baggage options associated to his ticket. We do hope that the above explanation will help soften the negative impact of this situation, and that ** *** will afford us another opportunity to serve her to her entire satisfaction
*** ***, 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 ***This trip was
purchase on a same ticketHowever, 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, KievPlease note it is the passenger’s responsibility to retrieve their luggage at the final destination, i.e Kiev in your caseOur baggage file indicates that your 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 carriageAs 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
*** ***, I am sorry for the disappointment causedThank you for taking the time to share your comments with us
Air France Customer Care
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
As Air France acknowledges, I booked four tickets on a flight from Prague to Paris for ** May 2017. The flight was listed on my credit card authorizations. I entered into a contract with Air France and detrimentally relied on their fulfilling their end of the bargain. I am simply asking for them to book me a flight for early afternoon for four people on ** May at the agreed to price of $including luggage. I am not asking to pay any less than the agreed upon amount or to be given anything that I did not contract for. I have checked on line and the flight is still available just at a much higher price. They can call me at *** *** *** to honor this contractual arrangement.thank you very much.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Dear *** ***,
Following a thorough review of the file for these passengers, I see that their bookings to travel on Air France from Miami to Berlin via Paris on June ***, were cancelled by our partners’ system, Delta Air LinesThis was done in error.
When the passengers were made
aware that their file was cancelled, they contacted the reservation office and were rebooked on another optionThey were rebooked to travel earlier the same day on Delta Air Lines from Miami to New York, and from New York to Amsterdam and finally to Berlin on KLM
While we had them leaving the same day, June **, 2015, they left from Miami at 12:05pm instead of their original departure time of 8:30pm
We apologize for this disruption to their journey as they had to leave earlier than expectedWhile I understand they request first class tickets, we cannot accede to this request
I am offering them each a non-refundable travel voucher for USDwhich can be used for travel on our Air France, KLM and Delta Air Lines up to one year from the date of issue
The travel vouchers have been issued as follows, valid for use until October **, 2016:*** * *** * *** ***
*** * *** * *** ***
*** * *** * *** ***
They will receive these vouchers by email at *** within the next hours
Best regards,Air France Customer Care
We are sorry to learn that *** ***’s baggage was delayed and wish to offer you our renewed apologies for any inconvenience caused We are aware of the considerable difficulty incidents such as this can causeEvery effort is made to ensure the handling of our customers' baggage is seamless
and trouble-free and we very much regret this was not the case on this occasion Our records show that her baggage was not transferred to Air France in Atlanta upon her arrival from Jacksonville, but rather that Delta Air Lines transported it later on one of its flights to Paris then transferred it to Air France to be transported on one of our flights to Budapest While our records show that the baggage has now been delivered to *** ***, we sincerely deplore any inconvenience she faced in the meantime
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has not yet been resolved until the business properly compensates me for my lossI attached the receipt for the items I purchased in Tunis (***)But for the items I lost that I have owned for some time, I do not have receiptsHow do you suggest we go about valuing these items?
Sincerely,
*** ***