Harry's Body Shop

We are sorry to learn of the lack of assistance to [redacted] at Paris Charles de Gaulle airport to board her flight to Cairo. We offer our apologies for the inconvenience she experienced and are grateful that she let us know of her experience.  Our airline aims to provide customers with any...

special assistance they may require with maximum courtesy, comfort and security. That is why we will share her feedback to the station manager, so that the quality of this service may be improved as quickly as possible. We fully appreciate the inconvenience at the lack of assistance she mentioned; however, because the incident occurred at a European Union (EU) Member State airport, where regulation (EC) 1107/2006 places assistance and facilities for passengers with reduced mobility under the responsibility of local airport authorities, she may consider also filing a complaint either to the Paris Aéroport, using this form. We should nonetheless highlight that the level of assistance requested by her travel agency corresponds to assistance to the departure gate, not to the aircraft or her seat. For future Air France flights, we suggest that she contacts Saphir, our service for disabled and reduced mobility passengers, toll-free from the United States at ###-###-#### or by email at [redacted], at least 48 hours before your journey, to ensure that her particular needs are taken into consideration.

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 60 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]

We are sorry to learn that [redacted] is disappointed and dissatisfied with our response. Despite a thorough review of the file, it is with regret that we are nevertheless unable to meet his claim for reasons previously explained. We should highlight that the booking’s history does not show any activity between the reservation and its cancellation at the indicated deadline. Our Web support documented the file shortly after, confirming that after the expiration of the delay, the fare could not be reinstated.

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.In particular, I thank you for your help in this matter as the business finally acknowledged and rectified the issue after the Revdex.com intervention.
Sincerely,
[redacted]

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 that [redacted] is disappointed with the charges required to change his booking. The 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 telephone. In this...

case, we see that [redacted] journey was booked through a travel agency on [redacted]’ tickets. We should highlight that travel agencies set and apply their own issuance fees for the sale of Air France tickets. These fees vary depending on the travel agency. Furthermore, only tickets issued by Air France may be modified on our Website. Also, before the beginning of journey, any changes must be done by the issuing agency. In view of the above, we must kindly refer [redacted] to his travel agency for their explanation.

We are sorry to learn that [redacted] reservation in Premium Economy class for flight [redacted] on * 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 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,
[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 occasion. Industrial action called by several unions representing Air France cabin crew began on ** July and forced us to...

delay and cancel a number of our flights. We have made every effort to keep our passengers informed of the real-time evolution of this unfortunate situation through our websites and via press releases to the wider media.  We also increased the presence of our teams at airports, on the telephone, via social media channels and at our ticket offices.  As many staff as possible have been mobilised to offer assistance and help our passengers rebook or postpone their journeys.    However, despite our best efforts, we regret that these measures alone could not prevent the inconvenience [redacted] mentions and we would therefore like to reiterate our sincere apologies in this respect. I 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.

We are sorry to learn that [redacted] is dissatisfied with the change of program affecting flight [redacted] of ** June **17, operated by Jet Airways from Paris to Mumbai, which she had reserved for her mother. Flight frequency to some destinations sometimes must be amended in light of changing...

demands for transport or local conditions. In this particular case, it appears that the operating airline, Jet Airways has changed the departure and arrival times of the flight. Because 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 flight. While 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 mother. Our 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 itineraries. We 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 **16 and will be posted on the credit card used for payment. However, 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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

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 ** May 2017 and that associated pricing was for an Economy Mini fare, which is not changeable and checked baggage optional. There 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 ticket. As indicated therein, in case of difficulty using our Website or of a technical problem, our Web Support is available 7 days a week, from 8 a.m to 7:30 p.m. ET, toll-free at ###-###-####.

We are sorry to learn about the incident described by [redacted] regarding his baggage delay on flight [redacted] last [redacted] July 2017. I can appreciate this was a stressful experience for him. We 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 lean that [redacted] had difficulty requesting the refund of the ticket he had purchased on our Website [redacted]. For such bookings, our customers may request a refund on our Website through Your reservations or using the Online Refund Request Form. Additional information can be...

found on our Website under: Refunds.In this case, our records show that [redacted]’s ticket was fully refunded on the credit card used for the purchase on ** May 2017.

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 understand that there had been a payment but what I was complaining about was the fact that I had a day layover that I purposely made in Paris with some things to do and everything. I did not want to get there early for I was meeting people for when I landed. That's why I had requested a roundtrip ticket from you guys.In addition, I have made multiple claims for my suitcase and mentioned it in emails many times. That is why I am asking for this ticket. Because of the inconvenience. Because of the fact that my emails have been ignored until now. I am not interested in searching for receipt from 6 months ago.Thank you,[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted],
Thank you for sending us the requested information.
Looking into your daughter’s file, I understand her ticket [redacted] was booked on delta.com. As such, destination, flights, dates and time were chosen by the person who made the booking. The booking clearly shows that flight...

[redacted] on October [redacted] was scheduled to depart at 0100. Kindly note this departure time was never changed and/or modified.
Upon completion of reservation, an itinerary is always sent with all booking information, including the time. While I sympathize with your situation, kindly note it is the passengers/parents/guardian responsibility to verify the accuracy of the information received. I regret if there was confusion between AM and PM flights. Please be informed that as a PM flight, the flight would have been indicated as 1300. Furthermore, booking information are always available for verification on our website.
[redacted], I must respectfully decline your request for a partial refund or compensation for the reasons explained above. I am sorry for the disappointment caused.
Thank you for taking the time to contact us.
Kind regards,
Air France Customer Care

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:When we require a compensation of a ticket, similar of the money or the miles we purchase , wasn't because we were a looking for a tip or alms , was, because like you said you made an error,for us was much more than that , or different  ,sell the same place in a plane for more than one person.The situation did n 't finished with that, or that we had to change completely our schedule of the next day ,stress, or made three stops to our final  destination , when we paid for two stops , etc..Your company abuse ,devalued, thoughtlessness us, not like costumers ,because is clear that the way your company is linked with them, but like people, when we spoke with your employees ,doesn't matter what their level, they had something very similar in the way they linked to us ,I repeat  their thoughtlessness of us ,and it seems your are doing the same trying to bargain what is your obligation to get responsible of your acts, like people and company. thank you  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 discriminatory. Air 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 entitled. We 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 baggage. Although her carry on baggage weight limit was reached and free checked-in baggage allowance was exceeded, our records show that no excess baggage fee was charged to [redacted].   Also, we may ask passengers to chek-in their carry-on baggage 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 Paris. This is why passengers should pack fragile, valuable or critical items in such a manner that they can remove them quickly for their carry-on baggage to keep them in the cabin with them.   We hope that [redacted]'s future travels will be trouble free.

[redacted],Thank you for contacting us.We have taken full note of your remarks, regarding your recent trip, and we are really sorry for the difficulties you have encountered on this occasion.We must admit that air transportation is a very complex chain of service, where several issues must be...

handled at the same time, and on some rare occasions, irregularities may occur. Therefore, I regret the difficulties encountered to obtain the infant ticket for your child. As such, you were charged a fee of 482.65 EUR at Charles de Gaule airport on August [redacted] , after your flight from Atlanta to Paris. To clarify, the infant fare charged represents 10% of the adult fare applicable at the time of purchase (August [redacted]), not the date the adult ticket was purchased. Looking into your record, I also see that you were refunded 183.94EUR on August [redacted], which represents the portion of flight between Atlanta and Paris. At the end, you paid 298.71 EUR. Consequently, I am sorry I cannot answer favorably to your request of a refund, as this amount was charged according to our fare conditions and policy. You also mention that your luggage was delayed (report number [redacted]). I truly regret this situation and understand your disappointment. I understand that you have expenses related to the purchase of first necessity items. Kindly submit your receipts for consideration and I will kindly refund it. With regards to the lost items, again, please submit your receipts for consideration and we will act within our maximum liability.[redacted], we will be waiting for the requested documents and will review your claim upon reception.Air France Customer Care

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]