Harry's Body Shop

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

aware that their file was cancelled, they contacted the reservation office and were rebooked on another option. They were rebooked to travel earlier the same day on Delta Air Lines from Miami to New York, and from New York to Amsterdam and finally to Berlin on KLM.
While we had them leaving the same day, June **, 2015, they left from Miami at 12:05pm instead of their original departure time of 8:30pm.
We apologize for this disruption to their journey as they had to leave earlier than expected. While I understand they request first class tickets, we cannot accede to this request.
I am offering them each a non-refundable travel voucher for USD400.00 which can be used for travel on our Air France, KLM and Delta Air Lines up to one year from the date of issue.
The travel vouchers have been issued as follows, valid for use until October **, 2016:[redacted]
They will receive these vouchers by email at [redacted] within the next 48 hours.
Best regards,Air France Customer Care

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]
We have contacted everyone and two bags were found 8 days later but the third bag is lost completely. It's now been 24 days, you have to file what's in it and then they take 6 weeks to get you to a person to start the process of getting money. So everything that he owned was in the suitcase that Delta or Air France can't find and he has to wait even longer to get our money. They have a policy for 21 days they should also have a policy on when the person gets money back because we are now talking 2 to 3 months of no clothes. He leaves for spring training February [redacted] and because he's on the minor team with the Red Sox he doesn't have the money to pay for all new stuff. He's getting ready to tell all his Red Sox fans and everyone who follows him not to ever fly either one of these airlines again. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 that [redacted] continues to be dissatisfied despite the responses received from Delta Air Lines and from Air France, following his complaint to the U.S Department of Transportation’s Aviation Consumer Protection Division. As it has been abundantly explained in the...

previous correspondence, [redacted]’ girlfriend’s United States passport, issued under last name [redacted], did not have an associated entry visa for Russia, because as we understand from the complaint, she intended to use her [redacted] passport, issued under last name [redacted], for entry into that country. Nonetheless, because the name on the ticket must match the name on the passport, the best option to permit [redacted] to travel was to purchase a new ticket under the name appearing on her [redacted] passport, at the available last-minute rate for the fully booked Economy class on this flight. Also, since the ticket has been fully used, no refund is possible in this case. Moving on, concerning the baggage that was not transported on the same flight, we should highlight that the baggage checked-in by [redacted] in Phoenix was offloaded from the aircraft, in accordance to the security protocol as a result of passenger [redacted] not boarding the flight. In order to have the baggage transported on the same flight, a change of the original ticket in accordance to fare conditions would have been required to reflect the trip interruption and have the baggage delivered at Paris Charles de Gaulle airport and re-checked under the new ticket. Although the airline cannot assume any liability for this situation, we are pleased to note that the baggage was transported to Moscow less than 24 hours later. Finally, while according to the conditions of the ticket all coupons must be used in the order of issuance, or otherwise modified, we are pleased to note that in this case, the ticket was accepted as is on the return journey. In consideration of the applicable change fee and recalculation of the fare however, we regret to inform that there is no residual value for the unused portion of the ticket.

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] is disappointed and dissatisfied with our previous answer. We have carefully reviewed his file and we regret that he felt his complaint had not been completely dealt with to his satisfaction.   Despite a thorough review of the claim, it is with regret that we are nevertheless unable to meet your claim for reasons previously explained.   I should highlight that while [redacted] indicates having been informed when checking-in with [redacted] in Phoenix that a name change would be required in Paris, the name cannot be changed on a partially used ticket.   We kindly refer [redacted] to [redacted] to obtain explanations on their alleged statement.

We are sorry to learn of [redacted]’s dissatisfaction with [redacted] being charged a fee for the transport of her second checked-in bag.  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 status. We are pleased to note that this matter has been sorted out and that the refund of the excess baggage charge was processed on ** January 2017 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 for. Of course, we were not able to nake use of skyline priority check in and boarding that our ticket would have provided for. I spent 2 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 issues. But for the help from Revdex.com, we would still be dealing with the problem. So, thanks Revdex.com but no thanks, Air France.
Sincerely,
[redacted]

We are sorry to learn that the ticket [redacted] purchased on our Website did not meet his requirements. We 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 cancellations. His 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]Okay, still not acceptable..
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are sorry to learn of the difficulties [redacted] encountered when travelling on our flights for her honeymoon. However, we would like to assure her that our teams do their utmost to make sure that all operations are processed as per our standards, and as such, quality of service,...

punctuality and baggage transportation are definitely among our top priorities. We also regret her dissatisfaction with the timeliness of her claim’s handling. We should highlight that Air France has an agreement with her contracting carrier, [redacted] Air Lines, where they handle claims from our customers who reside in North America. We understand that in December 2016, they offered a goodwill gesture for the lack of comfort [redacted] reported on her flights, and recently another one for the delay in responding to her baggage claim, which they also have now settled. We trust that despite her disappointment on this occasion, [redacted] will continue to choose Air France, and that their journey will be at her entire satisfaction.

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 America. That 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 Paris. While 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 minimum. While 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 baggage. Since overbooking is a common industry standard, legislation has been introduced to provide compensation for passengers facing this situation. Our records show that a check corresponding to this compensation has been issued * August 2016 and cashed on ** August 2016. We are also sorry to learn that your 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.  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.

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 called Delta airlines and was given the number to Customer Care. After all the prompts, I was led to a recording stating "We apologize we cannot assist you at this time (and I paraphrase) Please file a complaint on our website."I have spent over 9 hours on the phone with Delta/Air France/KLM. Today I called 2x. This morning I was told my bag arrived in Raleigh, NC. I informed the agent that this airport is not the closest to my location (Norfolk, VA is the closest to my current location) and Norfolk is a 4 hr min drive. She insisted that it was collected by the delivery co. and will be delivered to me today. I should hear from the delivery co. by 1pm. When I did not hear from the delivery co. at 1pm I called back and was told my bag is now in Atlanta on route to Norfolk, VA. It should arrive tomorrow. I have been told my bag "should arrive tomorrow" since Friday August [redacted].  
 
 
 
 
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:Well I can guarantee you you will get the same complaints from other people . You did not let me do the booking period. Why  i do not know but I called and did everything in my part to complete the booking . No one in airfrance could finish the booking some people said THE FARE WAS NOT GUARANTEED , SOME SAID THE SYSTEM DID NOT ALLOW IT. All this happened before the deadline. I have my phone bills and can proved that I called the airfrance number multiple times for more than 30 min each call. I also took screenshots of the error on the website . I will take this claim to the department of transportation and to the competent authorities. I'm really disappointed  and I might not even go to turkey but I will make sure this never happens to anyone again.  THIS IS AMERICA YOU CAN NOT JUST ADVERTISE SOMETHING AND THAN JUST SAY NO. I will take this to the next level with a formal complaint to the department of transportation . If that does not work I will take you to a claims court and  let me tell you. You will have to pay an attorney to meet with me ( $2500 or more) . That I can assure you and I will win the case . How am I sure I have all my paperwork and you should tell this IT department to print all their docs because you are going to need it . You will hear from me soon                                     [redacted] 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

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 30 minutes or more at a time with no one ever returning to the line to address the situation. We 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 directly. The 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]

[redacted],
Thank you for contacting us via the Revdex.com website.
Our records show that the Miles were applied to the flight (passenger name record [redacted]) on December [redacted]. Please allow a few days before you see the transaction on your Flying Blue account.
Kind regards,
Air France / KLM Customer...

Care

Our records show that [redacted] checked-in at 09:19 local time on ** March 2016 for his flight departing at 11:10. [redacted] indicated that the agent was unable to find an online payment for excess baggage, which according to our records was inexistent. The 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 check-in on 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.

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]

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. Much thanks for helping out. Without your intervention, the problem would not have gotten a positive resolution.
Sincerely,
[redacted]