Business Profile

Airlines

Air France

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Complaints

This profile includes complaints for Air France's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

650 total complaints in the last 3 years.
161 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Air France for failing to reimburse me for a valid claim related to a disrupted flight. My baggage was lost for an extended period during my international trip (Flight from ******, ***** to *******, **), and I was forced to purchase essential items, including hygiene products and makeup for a wedding I was attending. I submitted all required documentation and receipts to Air Frances claims department but have not received any reimbursement or meaningful updates despite multiple follow-up attempts.This delay in processing and lack of communication is unacceptable. I am seeking full reimbursement for the submitted expenses as well as compensation for the inconvenience and distress caused. Air France has failed to uphold its obligations under both consumer protection laws and its own policies.I am requesting BBB assistance in resolving this matter. My goal is a prompt reimbursement and a formal acknowledgment from Air France regarding their failure to provide adequate customer service.
Business Response
Date: 07/21/2025
** **********
**** * ********* ********
******** **** ****** *****

Dear ****** ******** ,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Initial Complaint
Date:07/09/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a service dog with whom I travel. I filled out service animal permission forms with *** before I travelled with him from ***************** to France. I thought (mistakenly) that this would suffice for the flights back, but evidently I was mistaken. ***, evidently disregarding my ticket with them threw me onto another airline -- ************** (which was going to ********* at roughly the same time) -- but, I had never heard of G.A. before, so I switched my ticket to Air France (after three hours on the phone with multiple Flying Blue employees). As *** is linked with Air France through the Flying Blue network, I assumed all necessary paperwork regarding my dog would be passed on to Air France. It wasn't. And indeed, when I arrived at the gate in *********, I had trouble getting on the plane...but was finally allowed. Then, of course, due to Monsieur Macron's Air Force exercises over ********, my plane was delayed and the plane to ******* wasn't held for passengers who were going there so I missed it. I was rescheduled for a direct flight the next day: June 30th. Before going to the gate on the 30th, I tried and succeeded to "upgrade" my seat from a middle seat to a window seat (because of travelling with the dog). When obtaining the seat, however, I was told that I likely would not be allowed on the plane without paying for my service animal (which is against policy and most likely the laws of the **************** So, I was forced to pay (through the nose as they say) for my dog...to the tune of $235.12. This in spite of having dutifully sent the appropriate documents to the Air France surrogate at ****************************************** on the night of the 29th. I am asking for a refund and will complain to my bank, as well.
Business Response
Date: 07/16/2025

Dear **** ******,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Customer Answer
Date: 07/16/2025
Better Business Bureau:

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 Air France has not contacted me directly re: the complaint.

*** ****

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

Sincerely,

****** ****

Business Response
Date: 07/28/2025
Dear BBB,

Thank you for bringing to our attention the concerns raised by our passenger ****** **** under complaint ID #******** regarding the charge of a PETC (Pet in Cabin) fee for their service animal (SVAN) during their recent travel with our airline partners.
First and foremost, on behalf of Air France and our partner airlines, I would like to sincerely apologize for any distress and inconvenience caused to our passenger by the erroneous charge for their service animal. We fully recognize the importance of service animals to our passengers with disabilities and are committed to ensuring their travel experience is as smooth and respectful as possible.
We understand from the passengers account that, despite submitting the required service animal documentation prior to travel, they were informed at the gate that a fee would be required for their service dog. This is contrary to our policy and to ************** regulations, which stipulate that certified service animals may travel in the cabin free of charge when all necessary documentation has been provided.
Upon reviewing the details of the passengers journeyincluding the rebooking from *** to Air Francewe acknowledge that there was a breakdown in communication regarding the transmission and processing of service animal documentation between airlines in our network.This resulted in the passenger being asked to pay a PETC fee in error. We are truly sorry for this oversight and for the additional stress and confusion it caused, particularly given the circumstances of missed connections and the challenges faced at boarding.
Nevertheless, we do believe this incident constitutes a violation of U.S DOT Part 382. We must therefore inform you that the passenger has the right to contact the **************************** if you want the agency to consider further action on his behalf.
To rectify this error, we have processed a full refund of the EUR ****** (equivalent to $233.02) that was charged for the service animal.This refund will be issued by cheque and mailed to the address on file for the passenger. Kindly allow up to 28 business days for this to arrive.
We are also reviewing our internal processes and communication protocols with partner airlines to ensure that service animal documentation is properly relayed and recognized across all segments of a passengers journey, thereby preventing similar issues in the future.

We deeply value the feedback provided and are committed to upholding the highest standards of accessibility and customer care for all passengers. Once again, we apologize for the inconvenience and distress caused,and we thank ****** **** for bringing this matter to our attention.

Best regards,

********** *******
Air France *************
Customer Answer
Date: 07/31/2025
Better Business Bureau:

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. I will be waiting for the aforementioned cheque to me issued to me. Thank you for your help.

Sincerely,

****** ****
Initial Complaint
Date:07/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I flew Air France from ******* to *********** outside of ***** July23 and landed July 24. My checked luggage was lost. I received a Reference # for lost luggage while still at the airport on July 24. I have called re: my luggage well over a dozen times. I flew back to the states July 4. Today is July 9. I have repeatedly called re: getting compensation for my luggage and contents, and I get a different 'story/run around' from everyone I talk to. I have found my baggage report on World Tracer for Air France, but no one can tell me how to file a claim report for compensation. My luggage has now been lost for over 2 weeks, and the agents that I have spoken to do acknowledge that it is indeed lost. Air France, PLEASE allow me to make a claim for compensation.
Business Response
Date: 07/16/2025
Dear ******** **,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Initial Complaint
Date:06/26/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My employer purchased 2 tickets for a roundtrip flight. The first was from **********, SC to *********, ****** on June 1, 2025 and the second was from *********, ****** to **********, ** on June 5, 2025.Upon flying from ********** to ***, we boarded the plane and, as we were about to take off on the runway, the right engine failed. They took us off the plane, we waited 3-4 hours and were re-boarded, only for them to inform us that we couldn't take off "due to catering issues." We were taken off and told that we would have the flight rescheduled to the next day, no guarantees on the plane's safety, and because this would have made us miss our work engagement, we requested full refunds and were granted flights back home.Since then, Air France representatives have been dishonest and evasive. They have delayed my refund request by confirming that they have submitted it when it was not submitted and I was not informed until the follow-up call. I submitted all requested information and they emailed me several times asking for it again, only to have each email bounce back. I called today and the representative not only could not confirm the conversation we had over email, but refunded to escalate the issue.I need both flights refunded in full.
Business Response
Date: 06/27/2025
** **********
**** * ********* ********
******** **** ****** *****

Dear ******** ****** ,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************

Customer Answer
Date: 06/27/2025
Better Business Bureau:

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:

They've said this several times and nothing has been done any of the times we spoke. They never call when they promise, their emails always bounce back, and they are dishonest. I have provided information several times only to be told on the next call that none of it was recorded, forcing me to start over. They are trying to avoid refunding these tickets.

Sincerely,

******** ******

Business Response
Date: 07/09/2025
Dear BBB,

We are sorry to learn about the situation that ******** ****** describes in her claim #********.

First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended towards her.
We sincerely apologize for the inconvenience and distress caused due to the disruptions she encountered during her planned journey from ********** (***)to ********* (ARN) on June 1, 2025.

The customer experienced significant delays and challenges, including an engine failure prior to the departure of her flight DL5015 (operated by ***************) from ********** (CHS) to ******** (***) and subsequent flight cancellations, which impacted her professional commitments. We understand the importance of reliability and safety in air travel and deeply regret the inconvenience caused.
We have thoroughly reviewed the situation and have taken the following actions to address the issue:

Refund Processing:
We have initiated a full refund for both bookings* ****** and ******, to be returned to the original form of payment. The refunds are being processed under the reference numbers **************** and ****************,respectively. We are expediting the refund process and will ensure the customer receives confirmation of the refund as soon as it is completed.

Customer Service Improvement:
We are reviewing our customer service protocols to prevent recurrence of the communication issues faced by the customer. We are committed to improving our responsiveness and ensuring that our representatives provide accurate and timely information.

We take such matters seriously and are dedicated to resolving this issue to the customers satisfaction. We appreciate the role of the Better Business Bureau in facilitating this communication and ensuring consumer concerns are addressed effectively.

Best regards,

*** *******
Air France Customer Care
Initial Complaint
Date:06/02/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I got charged three times for the same change of 5 tickets.
Business Response
Date: 06/03/2025
** **********
**** * ********* ********
******** **** ****** *****

Dear ***** ******** ,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Customer Answer
Date: 06/25/2025
Better Business Bureau:

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:

In the essage they said an agent of airfrance will contact you,they never contact me and so they never sent me an e-mail before.

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

Sincerely,

***** ********

Business Response
Date: 07/04/2025
Dear BBB,

We are sorry to learn about the situation that ***** ******** describes in his claim #********, filed on behalf of ***** ************ ********, ********************** ******* ******** *nd ***** *********
First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended towards the passengers.
Upon thorough examination of the records pertaining booking reference ******, it has been ascertained the penalty fee was mistakenly applied three times per person, despite only one change being made to their reservation.
We sincerely apologize for the oversight and any inconvenience this may have caused. To resolve this matter, we have processed a refund for the additional charges. This refund is being issued under reference number: **************** and will be credited to the original form of payment used.
We are committed to ensuring our customers receive fair treatment and appreciate the opportunity to rectify this situation. If there are any further questions or if additional information is required, please feel free to reach out to us.
Thank you for your assistance in this matter.

Best regards,

*** *******
Air France *************
Initial Complaint
Date:05/23/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been attempting to get a refund, for a refundable ticket, since February and am being told it could be another 30 - 60 business days, meaning nearly six months from the date the process started. This must be illegal and is completely unprofessional.
Business Response
Date: 05/30/2025

Dear ***** *******,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Initial Complaint
Date:05/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My flight was delayed by more than 8 hours while flying from CDG to ***. My flight had to reach *** around 13:30. And, I had booked a shuttle transportation around 16:30. However, when I reached *****, I was re-routed to IAH via DFW without any explanation from AF. And, this caused an additional stopover which was frustrating. As a result, I reached *** late night around 22:30, and I missed the shuttle, which led me to forfeit my booking without a refund of $290 from their end. I also had to book an **** from *** to my place that costed me upwards of $350. Due to the delay caused by Air France, I lost more than 650$. I have contacted Airfrance around 20+ times. I have written multiple emails, and have called them multiple times. They tried a lot of ways to escape providing the compensation under **261. Initially, they mentioned reasons citing extraordinary circumstance, then when I asked for further proof, they changed their story to citing medical emergency, thus providing conflicting reasons.When I contacted them via phone, an agent mentioned that I would be compensated $681 under ** 261. However, I have not received any information from AF.The whole incident took place in August 2024, and I have been consistently following up with them. It is a shame that a US customer has to go through all these frustrations for getting compensation.Please help me in getting my compensation ASAP. The whole experience with them was very frustrating, and I lost upwards of 650$.I have attached the following:1. My initial ticket showing my initial expected time to reach *** around 13:30. It also has my PNR.2. However, I reached *** late night, delay of 8+ hours, (AF can easily check this from their end)3. Mail exchanges with AF. As you can see, I have been following up since several months, and they closed my case without any notice. I have been following up, but they dont reply 4. You can clearly see how they flipped their story to medical emergency to avoid compensating
Business Response
Date: 05/29/2025
Dear ******** ***********r *****,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Customer Answer
Date: 06/04/2025
Better Business Bureau:

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:
AirFrance mentioned that an agent will reach out to me to resolve the complaint. However, it has been a week, and no one has reached out to me yet. Please provide my compensation as soon as possible.

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

Sincerely,

******** ************ *****

Business Response
Date: 07/04/2025
Dear BBB,

We are sorry to learn about the situation that ******** ************ ***** describes in his claim #********.
First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended towards him.
I am sorry that their flight AF191 from ********* (BLR) to ***** (CDG) on August 12, 2024, was delayed because of the late arrival of the incoming aircraft operating flight AF194 from ***** (CDG) to ********* (BLR) due to a decision of air traffic control.
Unfortunately, this caused the passenger to miss his connecting flight.
The reason for this delay is regarded as an extraordinary circumstance and therefore the compensation set by the ** Regulation ******** does not apply. Moreover, the journey from origin to destination in the passengers case was from two airports located outside the **/***. The ************************* has ruled that two or more directly connecting flights booked as a single unit and subject of a single reservation, must be considered as a single flight for the purpose of determining any entitlement to compensation under ** Regulation ********. Therefore, the right to compensation under ** Regulation ******** does not apply to this case.
We have also complied with our obligations to limit as much as possible the inconvenience caused by this circumstance, by offering a re-routing. Therefore, I cannot respond favorably to their request.
Unless already provided for at the time, we will reimburse the direct,reasonable and proven care & assistance costs incurred as a result of this situation. Where applicable, these may relate to overnight accommodation whilst awaiting a rescheduled flight,transportation to and from any place of overnight residence, food, beverages or reasonable communication costs incurred during the period of the disrupted journey.
However, other types of loses, such as those which are indirect or consequential, such as pre-booked transportation are not considered to be reasonably foreseeable and are therefore too remote to be recoverable from us according to law.

Best regards,

*** *******
Air France *************
Initial Complaint
Date:05/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had to change my ticket because i didn't receive my **** in time. I changed it to the 15th and it was $200 more but the customer service man said that a later date was cheaper. I said can I call you back and make a change and see how my daughter feels. He said I could. Well, when I called back later because I was still waiting for ****. They told me I was a no show for the 13th. He never changed my ticket to the 15th. The next customer service woman said that they would have to listen to the recording and would get back to me in 2 days. It is way past 2 days now May 21 and I have heard nothing.
Business Response
Date: 05/22/2025
** **********
**** * ********* ********
******** **** ****** *****

Dear ******** ****** *

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Initial Complaint
Date:05/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ticket from Air France Phoenix to ****** and when I bought my ticket I was told U.S dont need **** to ******** and I also have my birth certificate born in *******. The booking number was ******* and flight number ****** cost of $906. The attendant said I have to cancel the flight before takeoff to receive full refund. I cancelled the flight and I noticed the attendant giving my ticket to another passenger. I applied for the refund but I was not given $36. I was promised a full refund and when I cancelled the ticket at the airport I was told a $35 cancellation fee would be charged and the balance would be given to me. I was able to fly to ****** with Brussels airline the next day for my wedding. Kindly help me to get my full refund from Air France or travel credit like other airlines give. Thank you ******** *********
Business Response
Date: 06/05/2025
** **********
**** * ********* ********
******** **** ****** *****

Dear ******** *********,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************
Customer Answer
Date: 06/23/2025
Better Business Bureau:

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:

Dear Sir,
The message I received from Air France did not resolve the issue. Airfrance have not issued me a refund for the flight ticket. Kindly help me to resolve the issue.
Thank you
******** *********

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

Sincerely,

******** *********

Business Response
Date: 07/14/2025
Dear ******** *********,

Please find below our response to the BBB:

Dear BBB,
We are writing in response to the additional questions raised by ******** ********* in relation to claim ID ********* concerning his request for reimbursement. We appreciate the opportunity to clarify the situation and provide a detailed explanation of our position.
We regret to inform the passenger that, due to the passenger's status as a no-show resulting from the absence of the required travel documents, only a ticket refund in accordance with the original ticket conditions is applicable. Upon reviewing the passenger's case, we can confirm that the refund process for booking ****** was initiated and completed on May 9, 2025. We understand the inconvenience this may cause and assure the passenger that all procedures have been followed to ensure a fair resolution based on the terms of the ticket purchase in line with our Conditions of Carriage.
Best regards,

*** *******
Air France Customer Care

To reply to this message, please use the 'Reply' function of your email.
Customer Answer
Date: 07/14/2025
Better Business Bureau:

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:

[Your Answer Here]
Based on the final rule art the airline is required to provide me a full refund just like **************** and ***************** did. The *************** of Transportation is issuing a final rule to ensure that consumers are treated fairly when they do not receive service that they paid for or are unable or advised not to travel because of a serious communicable disease. Under the final rule, U.S. and foreign air carriers must provide prompt automatic refunds and and ticket agents must provide prompt refunds upon request when airlines cancel or significantly change their flights and consumers do not accept the alternatives offered. This final rule also requires U.S. and foreign air carriers to promptly refund checked bag fees for significantly delayed bags and ancillary service fees for ancillary services that consumers paid for but were not provided. In addition, this final rule requires U.S. and foreign air carriers to provide transferrable travel vouchers or credits valid for at least 5 years to consumers holding non-refundable tickets for scheduled flights to, from, or within ***************** who are restricted by a government or advised by a medical professional not to travel to, from, or within the ************* due to a serious communicable disease.

Sincerely,

******** *********
Initial Complaint
Date:05/12/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We flew AirFrance when we went to ***** We flew out of ******* to ***** and ***** to ****** Our luggage didnt arrive with us The gentleman that we filled out the property report with was very rude. We went to sorrento four days later we were finally getting our luggage BUT Airfrance refused to bring it to us! That meant we had to find a driver to take us to and from the airport. we had to miss a paid for tour because we had to retrieve our luggage. We were with a group of 20 people. When we got back to the hotel several of us in our group were missing items from their suitcase We filled out complaint forms for the four days without luggage We used a laundromat because we only had one set of extra clothing before we were able to pick up our luggage. I had my skin care items all my pajamas and a few pants missing. AirFrance constantly was having me send them receipt's over and over which I did. After a month they tell me they are sorry there is nothing else they can do. Seriously. Why am I out money due to the airline loosing my luggage the fare I paid to pick it up and the tour I had to miss to retrieve it. We headed to **** the next morning trying not to think about the extra money we had to spend and the items that were taken. We werent going to let this rob us of our vacation Not only did AF lost our luggage refuse to bring it to us and refuse to reimbursed me for anything they separated family members on the flight back to the *** We had to wait SIX hours for my sister and her husband because AF split us up and we rode the four hours it takes us to the airport and were on one vehicle. What a disaster. I will never fly with them again I cant believe the money Im out when none of this was my fault Nothing makes me angrier than a thief I hope whoever stole my clothing and skin care enjoys my hard earned money because I never got to use them They didnt take my on clouds or my Hookas which were new I guess my foot wasnt the size they needed
Business Response
Date: 05/13/2025
** **********
**** * ********* ********
******** **** ****** *****

Dear ******* ****,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air France-KLM *************

Customer Answer
Date: 05/21/2025
Better Business Bureau:

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:
I hope Im doing this correctly. If this isnt where I reply I kindly ask for directions on where and how to do it. Im not tech savvy Ive sent email upon email and receipts over and over to **** ***** Air France ************* Assistant He has done nothing but tell me they arent going to do anything Im willing to resend any documents AF needs again The receipts are my amazon invoices Ogee invoice and boutique shop invoice I shop online so I have the online receipts Ive asked him numerous times with no reply how this is my fault and what the airlines procedures are for stolen luggage contents missing, luggage for 4 days missing, a paid tour and the driver I paid to take me to pick up my luggage and take me back to the hotel I have sent letters from our group leader the travel agent that booked our trip AF refused to bring us our luggage

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

Sincerely,

******* ****

Business Response
Date: 07/03/2025
Dear BBB,

In response to claim #********, I understand that ******* ***** baggage was delayed and that items were missing when she travelled from ******* (ATL) to ****** (NAP) via ***** (CDG) on March *****, 2025.
Please accept my sincere apologies on behalf of Air France.
Under the Montreal Convention and the General Conditions of Carriage our passengers are entitled to the reimbursement of their proven and direct expenses.
While I am pleased to confirm that a payment of the requested USD ****** was processed to the passengers bank account on April *******, under our claim reference *********, under the international legal liability regime set by the Montreal Convention, also mentioned in our General Conditions of Carriage, passengers must submit a reimbursement request for missing baggage contents to the airline within 7 days of the reception of their baggage.
Our records and the documents submitted by the passenger show that she submitted her first last claim on April 1, 2025.
Therefore, the passenger is unfortunately not entitled to compensation.

Best regards,

*** *******
Air France Customer Care

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