Air France complaints: comments, page 3
521 comments
Moyosoreoluwa E
Verified | Jul 2, 2026
Lagos-London
Economy
Successful claim
Influence by other flights
Flight left Lagos late apparently due to signal failure which we weren’t told till we arrived in France upon arrival they said are connecting flight had left nd from 9am we would have till wait till about 5 just to board the flight and they said we would have to wait in the plane for an hour before take off due to signal failure or something like that I already had taxi services pre booked which were long gone had to borrow money to just to cover the costs
- Lagos-London
- Economy
- Successful claim
Susanne S
Verified | Jul 1, 2026Paris-San Jose
Economy
I checked in on a direct flight from CDG to San Jose Costa Rica. When my baggage did not arrive I went to the baggage claim desk of Air France and filled in the report. They tracked my bag and said it was in Paris and will be coming the next day to Costa Rica and they will bring it to my home in Santa Teresa. After this I received an email that my luggage was found and will be coming the fastest way to my house. After this I am calling the number they gave me, filled out several claims, forms, just nothing happens. Its impossible to reach someone. I speak to robots and people in call centers somewhere in the world who say all I can do is wait
- Paris-San Jose
- Economy
Cynthia N
Verified | Jun 29, 2026Boston-Lisbon
Economy
I was on a cruise the next day so I was without my 5 pairs shoes, 2-swimsuit,2-coverups, 3- hats the entire time. I was never able use the pool. I have told them 4 times to ship it to my house in Minnesota. I have contacted them several time to get updates and no one seems to be able to help. I have not replaced the actually piece of luggage yet didn't want to incur the expense if they are not going to reimburse me. I have looked and I should be able to get the luggage on Amazon for about $120. . this ruin our entire trip. we had 2 cancel flight and almost missed the ship. They still have not told me where it is at or if I'll ever get my luggage and belongings. Started June 1 and today is the 29th. someone should be able to tell me something. Thank you
- Boston-Lisbon
- Economy
Alondra P
Verified | Jun 29, 2026Amsterdam-Paris
Economy
My checked baggage was left at another airport and was not delivered to my hotel in time. Because of this, I had to purchase essential items, including clothing and toiletries, that I had already packed in my suitcase for this trip. This caused unexpected expenses and significantly disrupted my travel plans. In addition to the financial costs, the delayed baggage caused considerable stress and anxiety throughout my trip. I spent valuable time contacting customer service and waiting for updates instead of enjoying my holiday. I respectfully request reimbursement for all reasonable expenses I incurred due to the delayed baggage and ask Air France to consider an additional gesture of goodwill for the significant inconvenience and distress caused by this incident.
- Amsterdam-Paris
- Economy
Dayhely H
Verified | Jun 29, 2026Paris-London
Economy
Successful claim
On the day of my flight, I attempted to check in online but was unable to do so. The system instructed me to complete check-in at the airport instead. When I arrived at the airport (approximately 5:00–5:30 pm for my 6:15 pm flight), I first attempted to use one of the self-service check-in machines. The machine displayed a message saying it could not check me in and instructed me to speak to a member of staff. The first employee I spoke with checked my passport and informed me that they could not check me in until I provided documentation proving that I had the right to travel to the UK. I explained that I did have the relevant documents and needed a few moments to locate them. The employee asked me to step aside and return once I had them ready. A few minutes later, another employee approached me and asked what the issue was. After checking my passport in the system, he told me that according to the airline's system I did not have permission to travel. He stated that because I was travelling on a Spanish passport, I needed a visa, and without one I would not be allowed to board. I explained that I do not require a visa because I have UK Settled Status. I also showed that I had a valid UK share code confirming my immigration status and my right to enter the UK. Despite this, he repeatedly insisted that my share code would not be accepted, advised me to contact UK immigration authorities to update their records, and told me that I would not be able to travel unless the system changed. He also suggested that I purchase another flight. Confused by this information, I checked my UK Settled Status online myself, which clearly confirmed that I had the right to travel to the UK. I then approached another member of staff, simply asking if they could check my passport again and confirm whether I genuinely could not travel. Unfortunately, instead of reviewing my documents, this employee repeatedly told me that I should buy another ticket. I explained several times that I first needed confirmation that I was actually eligible to travel before spending more money. Rather than helping, he suggested I speak to someone else. I was eventually assisted by another employee who appeared to understand my concern and accompanied me to another check-in desk. However, that employee also redirected me elsewhere without reviewing my documentation. Finally, we approached another staff member who was serving another passenger. The employee accompanying me briefly explained my situation. The staff member asked me a question, and as I began answering, he interrupted me before I could finish and told me that I simply needed to buy another ticket because he was busy with another customer. He then walked away. I found this interaction particularly disrespectful. Once he had finished serving the other passenger, I explained that I felt the way he had spoken to me was inappropriate because he had interrupted me while responding to his own questions. He apologised, saying he had been busy, but I explained that he could simply have asked me to wait instead of dismissing me. By this point I was extremely upset and had begun crying due to the confusion, stress, and lack of assistance I had experienced. He then directed me to another employee, who I believe was a manager. When I asked him for his name, he refused to provide it. The manager carefully reviewed my documents, including my UK Settled Status share code, and immediately confirmed that I did, in fact, have the legal right to travel to the UK. She apologised for the inconvenience caused and rebooked me onto the 9:00 pm flight at no additional cost. As a result of the airline's repeated failure to correctly assess my travel documents, I missed my original 6:15 pm flight and was delayed by almost three hours. Throughout this process I was repeatedly given incorrect information, advised to purchase another ticket unnecessarily, passed between multiple members of staff, and treated dismissively despite having valid documentation proving my right to travel. This experience caused significant stress, distress, and inconvenience and could have resulted in unnecessary financial loss had I followed the advice repeatedly given to me by several employees.
- Paris-London
- Economy
- Successful claim
Alan D
Verified | Jun 29, 2026Bangkok-Newcastle
Economy
Claim escalated to airline
No reason given
m requesting compensation under EU Regulation 261/2004 for significant disruption to my journey. My itinerary (single booking) was: * AF199 Bangkok → Paris * AF1058 Paris → Newcastle My flight from Bangkok was delayed by ~4 hours, causing a missed connection and an overnight delay in Paris. I was rebooked and provided accommodation. However, my onward journey was further delayed, resulting in a total arrival delay of approximately 13 hours 25 minutes at my final destination. As the arrival delay exceeds 3 hours on a long-haul journey, I believe I am entitled to EU261 compensation (€600 per passenger)- Bangkok-Newcastle
- Economy
- Claim escalated to airline
Franchesca H
Verified | Jun 29, 2026Bangkok-Newcastle
Economy
Claim escalated to airline
No reason given
We were meant to fly home on the 28th of June 2026 we then were told we had to wait 12 hours in Paris or we could stay another night in Thailand which is what we chose to do. We got booked new flights however today because bbk flight is delayed we have to stay in Paris for 13 hours we have been told we might have a hotel provided however this is not good enough Iam ill with a uti infection and kidney infection I was told my flight can’t be upgraded. I have 2 children to get home to and work to get back to you. Iam also seriously ill and my travel insurance has ran out on the 28th meaning I have to wait to get home to see a doctor .- Bangkok-Newcastle
- Economy
- Claim escalated to airline
Bhargava T
Verified | Jun 28, 2026Paris-Bucharest
Economy
The suitcase contains essential personal belongings, including clothing, footwear, toiletries, and some important personal items. Several of these items are necessary for my immediate use, and their absence has caused significant inconvenience. Some contents may also have sentimental or high personal value. I confirmed the baggage did not arrive by checking the baggage carousel and reported immediately to the airline’s baggage service desk at the airport. A Property Irregularity Report (PIR) has already been filed under reference number -OTPAF30903
- Paris-Bucharest
- Economy
Olukayode A
Verified | Jun 28, 2026Lagos-Paris
Economy
I had a confirmation from you advising me of my confirmed flight only to get to the check in desk and told my name wasn’t on the list. This was after waiting for four hours. I was told to go to the ticket office were I was waiting another 2 hours, only to be told by a professional and kind staff, Ms Oyin Ogunwale that I had been offered to fly the following morning via Virgin Atlantic which I did. Although, you provided hotel accommodation, it was well below reasonable standards. The room smelt stale and the TV was not working. On my flight out, even though I am a vegan. Virgin Atlantic stated they were not advised of my meal option by Air France. The whole experience was appalling.
- Lagos-Paris
- Economy
Georgia G
Verified | Jun 26, 2026Paris-Amsterdam
Economy
it is saying you must have a minimum of £200 expense to claim, we were told at amsterdam airport when our luggage didn’t arrive that we could claim all essential purchases with no minimum claim. originally had a flight from paris to amsterdam direct. after sitting on the tarmac for over an hour and a half the flight was cancelled. we were then moved to flights with a stopover in hamburg. both flights were delayed meaning we only ended up with 5 minutes in hamburg airport. our bags did not make it on. we got to amsterdam 6.5 hours after we were meant to. i filed a report at the airport
- Paris-Amsterdam
- Economy
Luna B
Verified | Jun 20, 2026Dallas-Fort Worth-Copenhagen
Economy
No reason given
Flight from dFW to Copenhagen with stop In Paris our flight to Paris was delayed and when we got to Copenhagen we didn’t have the bags, we made a claim in Copenhagen airport and they told us they will Get the bags and send them to the cruise ship we are taking a cruise with Norwegian from Copenhagen to Finland we didn’t get the bags until we got to Poland a week after.- Dallas-Fort Worth-Copenhagen
- Economy
Yorlete T
Verified | Jun 19, 2026Dallas-Fort Worth-Copenhagen
Economy
No reason given
My niece (Luna Benjumea) and I (Yorlete Trujillo) were traveling from Dallas to Copenhagen with a cone ting flight in Paris. The flight to Paris was delay so we missed the flight to Copenhagen and had to wait for the next one. We have tracks on our bags and we noticed the bags were showing still in Dallas. The person at the counter of Air France in Paris told us they bags will Arrive with us at Copenhagen. When we got there we had no bags. Immediately we made a report and they gave us a temporary case number at airport. I told them we will get on a cruise with Norwegian the following day so they said they will get the bags to the ship. Next day we got to the ship and still no bags we made a new report with Norwegian and they also contacted Air France they gave me A new case number CPHAF71057. We contacted everyday about the bags and no news about them. I finally got an email from a lady at Copenhagen airport saying they sent the bags to Poland. We finally got the bags on Friday. Almost a week after. We had to used credit cards to buy some clothes and higiene items and cried every day about our bags. Such a sad experience.- Dallas-Fort Worth-Copenhagen
- Economy
Chandrashekhar K
Verified | Jun 18, 2026Frankfurt-Paris
Economy
Basicaly Lufthanza flight delayed from Bangalore to Fankfurt that reasion i missed my connecting flight to CDG so Lufthanza rebooked my ticket to CDG to Air France but my bagged not arrived along with fight it delayed for two days after two days Air france delivered my baggage to hotel aftetwo days so i purchaged set of cloths for attached bill need to be claimed
- Frankfurt-Paris
- Economy
Mariany G
Verified | Jun 17, 2026Milano-Mexico City
Economy
I checked in as normal and everything seemed fine. But when I got to the boarding area, I was told I couldn’t enter. My friends, who were on a different flight, had already left, so I ended up completely alone. I also lost signal because my phone plan was only for the week, since I originally planned to stay just one week. I felt quite lost and worried in that moment. Now I’m looking into my options to book another flight and figure out the best way to get back.
- Milano-Mexico City
- Economy
Gonta K
Verified | Jun 15, 2026Paris-New York
Economy
Air France Incident Report Date: 7th - 12th June, 2026 Incident: Wrong Boarding Pass & Misdirected Baggage from Paris (CDG) to Osaka (KIX) PIR: JFKAF86127 (CDG-JFK): Tomohiro KAKO (TK) suitcase wrongly unloaded/delivered to JFK JFKAF19598 (KIX-JFK): Gonta KASHIO (GK) suitcase wrongly loaded/flown to KIX C-11428028: GK suitcase (Rimowa Blue) found and loaded on CX830 AF646933 (HKG – JFK – AF): GK suitcase arrival at JFK, passing via CX to AF Incident Chronology Sunday, 7th June - GK Booked Flight: AF6 CDG - JFK (XUNV89) - TK Booked Flight: AF292 CDG - KIX (XCX8HE) - At the Air France check-in counter, GK was mistakenly registered with the boarding pass for TK, and GK’s luggage was tagged with TK’s name and barcode (0057646933/158). - GK realized the mistake before boarding the navette to Terminal L and corrected the boarding pass at the Air France ticket counter within the terminal. - GK assumed the suitcase was unloaded but was unable to load it onto AF6 in time (1:30 PM CET). - Air France loaded what they assumed was GK’s suitcase onto the next AF8 flight at 4:30 PM CET. Monday, 8th June - A report for the missed and lost baggage was registered at JFK (AHL JFKAF86127). - A suitcase arrived at the registered New York address (98 Front Street, Brooklyn 11201) at 12:48 PM EST; however, it was not GK’s suitcase (Rimowa - Blue) but TK’s suitcase (Legend Walker – Green). - GK contacted Air France Customer Service (Platinum) in both France and Japan, referencing PIR: C-11428028. Tuesday, 9th June - GK received an email from Air France confirming that GK’s suitcase was loaded onto CX830 flight from KIK-HKG to JFK, with an expected arrival on Wednesday, 10th June. Reference: AHL/JFKAF19598. Wednesday, 10th June - GK contacted Air France Baggage Service (Tel: 1-888-882-1427) but received no trace of GK’s suitcase. - GK then reached out to the Cathay Pacific (CX) New York Office/Baggage Service (Tel: 1-917-363-1876 / mailto:jfk8bag@cathaypacific.com), who confirmed that GK’s suitcase was loaded on CX830 and had arrived in JFK, with a new reference number: AF646933. - CX Baggage Service assured GK that the suitcase would be delivered to the registered address on Thursday, 11th June. Thursday, 11th June - After no communication or updates via the “Track Baggage” text/email, GK contacted CX Customer Service for clarification. - CX confirmed that the Baggage Service had transferred GK’s suitcase to Air France Baggage, referencing JFKAF19598. - Despite this, there was no contact from Air France Baggage Service. - GK attempted to reach Air France Customer Service (France) at 10:10 PM EST, only to speak with staff who asserted they only handled reservations and tickets, and who abruptly ended the call. - GK contacted Air France Baggage Service/Uga One Delivery (1-718-751-2311) to arrange pick-up of the mistakenly delivered suitcase belonging to TK (Legend Walker – Green), after objecting Air France Customer Service request for GK to bring the wrongly delivered baggage to JFK. Friday, 12th June - Uga One Delivery picked up TK’s suitcase at 1:21 AM (EST). - GK confirmed to Air France Customer Service (Japan) via email at 7:00 AM (EST) that TK’s suitcase had been picked up by Uga One Delivery. - GK received a text from Air France Baggage Service stating that GK’s suitcase would be delivered to the registered New York address between 5:11 PM - 7:11 PM EST. - Finally, GK’s suitcase (Rimowa - Blue) was delivered to the registered address at 6:18 PM EST, marking the end of a six-day ordeal involving extensive tracking and communication with Air France Customer Service (France and Japan), Cathay Pacific (New York), and the Baggage Services of both Air France and Cathay Pacific. Attachments - please find attached the related correspondence, photos, and receipts.
- Paris-New York
- Economy
Owen T
Verified | Jun 14, 2026Newcastle-Rio De Janeiro
Economy
Problems at airport
On 3 November, our party of four traveled from Newcastle (NCL) to Rio de Janeiro (GIG) via Paris Charles de Gaulle (CDG) on a single booking. Our first flight, AF1559 from Newcastle to Paris, suffered a delayed takeoff. Because of this initial airline delay, Air France advised us upon arrival at CDG that we had missed our connecting flight (AF0484) to Rio de Janeiro. Air France staff rerouted us by instructing us to travel across Paris to Orly Airport (ORY), where they booked us on a replacement itinerary via Lisbon (LIS) to Rio de Janeiro with TAP Air Portugal. However, upon checking in at Orly, we discovered that Air France had erroneously booked our new tickets as "flight only," completely omitting our luggage allowance. To ensure our bags traveled with us, we were forced to pay an out-of-pocket baggage fee of £370.52 for our four-person party. Ultimately, we arrived at our final destination in Rio de Janeiro 12 hours later than originally scheduled.- Newcastle-Rio De Janeiro
- Economy
Rachid B
Verified | Jun 7, 2026Denver-Marrakech
Economy
My luggage was delayed for six hours. Unfortunately, I only have one receipt (approximately $10) that proves I took a taxi from the airport to the bus station, as I was searching for transportation to my final destination i(another city: Marrakech airoport to Agadir city). During this six-hour delay, I spent around $600, but I had to pay in cash since that is the primary payment method in Morocco. The airline refuses to compensate me.
- Denver-Marrakech
- Economy
Attouche S
Verified | Jun 4, 2026Paris-Dublin
Economy
Had 50min connection time.i was stopped at check in point .I had to beg the lady to let me go ahead because the timing issue she insisted asking me to wait like the rest
- Paris-Dublin
- Economy
Andrea Elizabeth L
Verified | Jun 1, 2026Mexico City-Dubai
Economy
Subject: Formal Complaint – Denied Boarding under EC 261/2004 I am submitting a formal complaint regarding a denied boarding situation on the route Mexico City – Paris – Dubai operated by Air France. One passenger’s name was incorrectly modified by the airline system. I requested and paid for a name correction (8,000 MXN), and the airline confirmed the correction. At the airport, the staff acknowledged that the name correction had been processed; however, the ticket system did not reflect the change, and they were unable to issue a boarding pass. As a result of this internal operational failure, boarding was denied despite full payment and confirmed modification. We repeatedly attempted to resolve the issue directly with the airline through multiple channels, including email communications, the official Air France website, and in-person assistance at the check-in counters in Mexico City (CDMX). Despite these efforts, no effective resolution or assistance was provided, and our situation was ultimately ignored. Consequently, we were forced to purchase a new ticket (45,000 MXN) and incurred additional financial losses including upgrades (27,000 MXN) and return flight costs (32,000 MXN). I request: 1. Compensation under EC 261/2004 (long-haul flight – 600 EUR). 2. Reimbursement of the unused ticket. 3. Reimbursement of all additional costs incurred due to denied boarding. All supporting documentation is attached, including payment confirmation of the name correction, communication attempts with the airline, and proof of all expenses incurred. Sincerely, Juan Luis López castro Thanks For your atention
- Mexico City-Dubai
- Economy
Jane F
Verified | Jun 1, 2026Birmingham-Zurich
Economy
Claim escalated to airline
Bag was taken at boarding gate to be placed in the hold. On arrival in Zurich the bag had not been loaded into the plane. My son was waiting for me at arrivals and had a very long wait because I had to log a missing bag report at the lost and found - having waited at the conveyer belt prior … at least an hour long wait. The bag arrived 4 days later on the Sunday night. I required some essential clothing and toiletries for my holiday.
- Birmingham-Zurich
- Economy
- Claim escalated to airline
Marta Ildiko M
Verified | Jun 1, 2026Lisbon-Budapest
Economy
No reason given
I was a business class traveler, and my connecting flight could have waited for me as they were aware of the delay and technically I could have reached the next flight if they keep the gate open for 5 more minutes. I was asking the on the ground team to reopen the gate but they told it is impossible (there was no one at the gate already, so I went to the service desk, but the plane was still technically there). I got a dinner voucher and also hotel. So I could take a flight only next day, needed to reorganize my full day, arriving to Budapest with 13 hours delay. Then after I submitted the claim form, AirFrance responded it was ATC and closed the case. On that day there was no ATC - I reached out to AirFrance multiple times but they never responded again. Hence if possible, I would like to submit a claim for 2 things: - compensation for the delay - compensation for false information and not responding for any of my emails asking for clarification- Lisbon-Budapest
- Economy
Phoebe S
Verified | May 29, 2026San Francisco-Thira
Economy
Claim escalated to airline
Technical problems
Our delayed flight from San Francisco caused us to miss our connecting business class flight from Paris to Santorini. There was no other flight to Santorini until the following day (19+ hours later). We had planned to take a ferry from Santorini to Naxos later that day. We opted to take an economy flight to Crete instead so that we would be able to take a ferry from Crete to Naxos early the next morning, minimizing our delay as there was absolutely no way for us to get to our original destination sooner than 19 hours after our original scheduled time due to our original flights controllable delay. No matter what we did, we would have had to incur meal and hotel costs as well because due to the delay, there was no way to get to our destination on the same day. We attempted to contact Air France multiple times for compensation for the delay and costs incurred (not even requesting anything for the downgrade in cabin), but they refused to offer anything.- San Francisco-Thira
- Economy
- Claim escalated to airline
Darko L
Verified | May 28, 2026Zagreb-New York
Economy
I come to USA to work , i am electriciti , and I lose 4 day work because my work stuff is in that bag..
- Zagreb-New York
- Economy
Anonymous member
Verified | May 28, 2026Economy
0 brak jakośc obsługi klienta
Dear Air France Customer Service Team, I am writing to formally lodge a complaint regarding my recent flight, AF0293, from Tokyo (HND/NRT) to Paris (CDG). My companion and I occupied seats 45A and 45B. Regrettably, the experience on this 15-hour long-haul flight was completely unacceptable and fell far below the standards expected of Air France. First, the flight was delayed by approximately 1 hour at departure. Due to this delay, we missed our original connecting flight in Paris, which caused severe disruption, stress, and complications for the remainder of our journey. Second, and most shockingly, the onboard service during this grueling 15-hour flight was practically non-existent. Over the entire duration of the flight, we were served only one standard meal. Crew members walked down the aisle to offer drinks only once. For the rest of the flight, we were forced to virtually beg the cabin crew for basic necessities like water. To make matters worse, the cabin crew was extremely rude, dismissive, and unpleasant whenever we asked for assistance. Experiencing such a hostile attitude from the staff on a 15-hour flight is completely unjustifiable. As paying passengers, we felt neglected and mistreated. Given the combination of the flight delay (resulting in a missed connection) and the appallingly poor quality of service and catering on a long-haul route, I request a formal review of this matter. I expect appropriate compensation for the inconvenience caused, as well as a gesture of goodwill for the substandard conditions we endured. I look forward to your prompt response and a swift resolution to this matter. Yours faithfully, Daniel Marciniak and Angelika Justyna Marciniak d.marciniak86@gmail.com, Angela.m@op.plOverall
Słaba obsługa na pokładzie i bardzo opryskliwa opóźnienie które powoduje spóźnienie na transfer zamiast o 11 będziemy w Warszawie koło 19 
Brak
- Economy
Richard M
Verified | May 26, 2026Paris-Edinburgh
Economy
Aggressive and rude flight attendant
Subject: Formal Complaint – Flight AF1886 (Paris to Edinburgh) Dear Sir/Madam, I am writing to formally raise a complaint regarding our experience on Flight AF1886 from Paris to Edinburgh, where my family and I were seated in 06D, 06E, and 06F. While the flight itself was generally satisfactory in terms of punctuality and boarding, a very concerning incident occurred during descent which was handled in a highly unprofessional and unacceptable manner. As we began our descent into Edinburgh, my 6-year-old daughter experienced a significant nosebleed. The bleeding was continuous, and we quickly ran out of tissues. We signalled for assistance from the cabin crew, however, our request was dismissed due to the seatbelt sign being on—even though we were several minutes from landing. We made a second request using the call button, but again received no response. By the time the aircraft had landed and was taxiing, the situation had become more urgent, with no tissues remaining. I signalled again for assistance and was approached by a member of the cabin crew, a large black male member of the crew. Instead of offering help, the interaction was handled in an extremely abrupt and dismissive manner. Despite calmly explaining that we urgently needed tissues for my daughter, I was told words to the effect of: “This is not my problem” “You should be prepared for this as parents” “Your child will not die – it’s just a nosebleed” This response was not only unhelpful but also deeply inappropriate in the context of a distressed child. The tone and manner in which this was communicated were unprofessional and lacked basic customer care. Other passengers nearby also remarked on the interaction, expressing surprise at the way the situation was handled. Eventually, we were given minimal assistance, but the overall experience left my family feeling upset and unsupported. To further add to this, when disembarking the aircraft, the same crew member acknowledged other passengers but deliberately ignored my family. When I queried this, I received a dismissive response. This incident significantly impacted what had otherwise been a special family trip, and it is extremely disappointing that this was our final experience onboard. I would like to understand: How Air France intends to investigate this incident What action will be taken to address the behaviour we experienced What steps will be implemented to prevent a similar situation occurring again I would appreciate a formal response outlining how this complaint will be handled. Please feel free to contact me via email at mitchell_857@hotmail.com should you require any further details. I look forward to your response. Yours faithfully, Richard MitchellOverall
- AWEFUL CUSTOMER SERVICE
- NOTHING
- Paris-Edinburgh
- Economy
- Loss: €5000
- Desired solution
Other - apology and more
Andrea Elizabeth L
Verified | May 23, 2026Dubai-Mexico City
Economy
Subject: Formal Complaint – Denied Boarding under EC 261/2004 I am submitting a formal complaint regarding a denied boarding situation on the route Mexico City – Paris – Dubai operated by Air France. One passenger’s name was incorrectly modified by the airline system. I requested and paid for a name correction (8,000 MXN), and the airline confirmed the correction. At the airport, the staff acknowledged that the name correction had been processed; however, the ticket system did not reflect the change, and they were unable to issue a boarding pass. As a result of this internal operational failure, boarding was denied despite full payment and confirmed modification. We repeatedly attempted to resolve the issue directly with the airline through multiple channels, including email communications, the official Air France website, and in-person assistance at the check-in counters in Mexico City (CDMX). Despite these efforts, no effective resolution or assistance was provided, and our situation was ultimately ignored. Consequently, we were forced to purchase a new ticket (45,000 MXN) and incurred additional financial losses including upgrades (27,000 MXN) and return flight costs (32,000 MXN). I request: 1. Compensation under EC 261/2004 (long-haul flight – 600 EUR). 2. Reimbursement of the unused ticket. 3. Reimbursement of all additional costs incurred due to denied boarding. All supporting documentation is attached, including payment confirmation of the name correction, communication attempts with the airline, and proof of all expenses incurred. Sincerely, Juan Luis López castro Thanks For your atention
- Dubai-Mexico City
- Economy
Stephanie J
Verified | May 20, 2026Cayenne-Zurich
Economy
Influence by other flights
I went through the claim process via the airline. As the payment for the ticket was made with my husband's credit card, we requested the airline to send the amount due to his bank account. They requested more information (bank details, third party consent form, etc.) which we have provided. For reasons unknown, the airline ignored our sent documents on several occasions and decided unlawfully to close our claim without going through the process.- Cayenne-Zurich
- Economy
Victoire B
Verified | May 20, 2026New York-Abidjan
Economy
carry-on was vandalised by an employee of air france
was forced to check in my carry-on and it was vandalized. Nothing was stolen inside, but my lock was missing. the zipper was pulled off and the person(s) attempted to removed the other zipper but probably could not so the clipped of the zipper tag and partially clipped of the rings on the zipper that allows me to lock my carry. what kind of employees is air france hiring that would do such a thing just for the joy of vandalizing a piece of luggage.Overall
- luggage was vandalized
- good food
- New York-Abidjan
- Economy
- Desired solution
Other
Victoire B
Verified | May 20, 2026New York-Abidjan
Economy
carry-on was vandalised by an employee of air france
my carry-on was vandalized by an air france employee. the lock was missing and one of the zipper was pulled off. the individual(s) attempted to pull of the other zipper but could not so they took some kind of metal clipper to clip away the the pull tag and the ring that the lock would go through so that I would not be able to lock my carry-on in the future. There was no note from air france saying that they inspected my carry-on. My trip was from jfk new york to abidjan cote d'ivoire.Overall
- luggage was vandalized
- good food
- New York-Abidjan
- Economy
- Desired solution
Other
Bengt Bertil Isak H
Verified | May 14, 2026Stockholm-Lima
Economy
Claim escalated to airline
The story: we left Stockholm 1-april via Paris to Lima, at Lima airport we where obligated to fetch our baggage and the check in again for national flight to Cusco. Baggage did not show up so we did a PIR report at the airport and continued our journey to our final destination in Peru, Cusco the same day, 1-april. We called Air France service desk and chat via Whats app during our whole stay in Peru to get information of where and when our baggage would be delivered to us. At the end of our trip we had an excursion ”walk the Inka trail” to Machu Picchu, a hike for 4-days, me and my son had to buy lots of expensive hiking gear the day before the trail. We continued our contact with the Air France until the last day in Peru without receiving our baggage. 3-days after our arrival in Sweden 15-april we received our baggage. Claim was conducted 3-may to Air France, 18-days after receiving our baggage(within the 21-days). Air France closed our claim case with the comment that we received our baggage the 3-april.
- Stockholm-Lima
- Economy
- Claim escalated to airline
Dragan M
Verified | May 12, 2026Belgrade-Newark
Economy
Claim escalated to airline
At boarding, Air France stuff told me that I am downgraded from Premium to Economic seat. They told me that I can be refunded since they could not offer service I paid. I spoke with Air France but they are not replying anymore. Dragan.
- Belgrade-Newark
- Economy
- Claim escalated to airline
Francesca H
Verified | May 11, 2026Mexico City-Milan
Economy
Claim escalated to airline
Dear Air France Customer Relations, My name is Francesca Chiara Hanania and my reservation number is ZGY67F. I am writing regarding the extremely serious disruption and mishandling of our journey from Mexico City (CDMX) to Paris and Milan on flight AF175 scheduled for Tuesday, January 6th, 2026, involving myself and my travel companion, Federica Rayneri. Air France has stated that the disruption was caused by adverse weather conditions. However, we understand that the flight in question ultimately departed on time and without operational issues. Based on the information provided to us directly by your ground staff, the real issue arose from an error made during the ticketing/check-in process by the gate agent, which resulted in us being incorrectly rebooked onto a flight departing the following day. This distinction is extremely important, as under EU Regulation EC 261/2004, compensation cannot be denied when the disruption results from operational or staff-related errors rather than extraordinary circumstances such as severe weather. To summarise the events: Our itinerary was changed by Air France to an earlier flight departing at 8:00 PM. Despite the inconvenience of travelling from Tulum, we arrived at Mexico City airport well in advance and completed check-in successfully. Federica Rayneri had additionally paid EUR 231 for a Premium Economy upgrade. At check-in, we were informed that the flight was oversold and Federica was involuntarily downgraded to Economy Class without any immediate reimbursement or support. We accepted the downgrade, checked our luggage, and passed security. After waiting more than four hours at the airport, we were informed only at the gate that we had been moved to a flight departing the following day. When we spoke again with the Air France staff, the check-in agent explicitly admitted that an error had been made and that there was nothing she could do to resolve the situation. In addition to the above, the hotel provided by Air France for the overnight stay was entirely inadequate, with no running water and unacceptable hygiene conditions, as documented in the attached photographs. As both Federica and I work in Finance, this delay caused significant professional disruption, including missed in-person meetings on January 8th that could not be rescheduled. Under EU Regulation EC 261/2004, passengers are entitled to compensation in cases of denied boarding, involuntary downgrade, and delays caused by airline operational failures. Furthermore: Article 7 provides for financial compensation due to long delays and denied boarding. Article 10 provides reimbursement rights in the event of involuntary downgrading. Articles 8 and 9 impose a duty of care, including adequate accommodation and assistance. Given the circumstances, we formally request: Compensation under EC 261/2004 for the disruption and denied boarding; Immediate reimbursement of the Premium Economy surcharge of EUR 231 paid by Federica Rayneri; Reimbursement of all additional expenses incurred due to the overnight delay in Mexico City (receipts attached); Written clarification regarding the actual operational reason for the disruption, considering that the flight reportedly departed as scheduled. We also previously submitted online claim C-10662967, although the system did not allow us to insert bank details. Please therefore find the reimbursement details below: Beneficiary: Federica Rayneri IBAN: GB60 REVO 0099 7045 4771 55 BIC / SWIFT: REVOGB21 Bank Address: Revolut Ltd 7 Westferry Circus E14 4HD, London United Kingdom Correspondent Bank BIC: CHASGB2L We kindly request a prompt and formal written response within the applicable legal timeframe. Kind regards, Francesca Chiara Hanania
- Mexico City-Milan
- Economy
- Claim escalated to airline
Yasmine M
Verified | May 5, 2026Edinburgh-Montreal
Economy
Claim escalated to airline
Hello, I have just spoken with an Air France agent by phone to obtain a follow‑up regarding my total baggage claim. I had submitted several follow‑up requests through the website without receiving any response since the month of January. I would like to reopen my case as a total baggage loss claim, given that I did not receive my suitcase until more than 60 days later, which is legally still deemed as lost. Please also find below the letter that I sent on multiple occasions through the website. Dear Sir or Madam of Air France Customer Service, This letter constitutes a formal notice of loss, procedural failure, and a request for full compensation under the Montreal Convention, following the mishandling of my baggage claim by Air France. I am writing to formally express my deep frustration and to request full compensation for the loss of my baggage, following serious irregularities in the handling of my claim by Air France. I was informed on Saturday, January 31, after going to the Montréal airport in person, that an Air France agent had closed my initial claim on January 3, despite the fact that I had not received my suitcase at that time — and had still not received it at that date. For more than 30 days, my file remained incorrectly closed while I contacted Air France multiple times and was provided with false and misleading updates, leading me to believe that my baggage was still being processed under an active file. It was only on Saturday, January 31, after having to present myself in person at the airport due to the inability of your team to provide any progress regarding my suitcase, that my claim was finally reopened and a new PIR number was assigned: YULAF84472. An Air France agent expressly instructed me to use this PIR number to submit a claim for the total value of my lost baggage, while simultaneously stating that Air France was still attempting to locate it. This contradictory handling further highlights the procedural negligence involved. My baggage must therefore be considered legally lost. More than 60 days have passed since my arrival, and in accordance with Article 17 of the Montreal Convention and Air France’s published baggage policy, any baggage not recovered within 21 days must be declared lost and give rise to full compensation up to the applicable liability limit. I had previously submitted a claim for essential purchases made during the period of delay (referenced C-10658637), along with all corresponding receipts. This claim was closed under my previous PIR number (YULAF83673). The present correspondence now constitutes my final and complete claim for the definitive loss of my baggage and its contents. Please find attached the required supporting documents for a lost baggage claim, including: A detailed inventory of the contents of my suitcase with replacement values. The total estimated value of the lost items significantly exceeds the liability limit set out under the Montreal Convention. I therefore request reimbursement up to the maximum limit allowed, estimated under Air France guidelines at approximately €1,900 / ~1,920 SDR. Based on the current exchange rate, I expect compensation exceeding CAD $3,111.36. Given: the premature and unjustified closure of my initial claim, the prolonged deprivation of my personal belongings, the misrepresentation of the status of my claim by Air France representatives, and the unjustified delay in recognizing the loss of my baggage, I expect this claim to be processed immediately and settled in full without further delay. I kindly ask you to confirm receipt of this request, acknowledge the official recognition of my baggage as lost, and provide a clear timeline for compensation payment.
- Edinburgh-Montreal
- Economy
- Claim escalated to airline
Oluwaseun John A
Verified | May 1, 2026Paris-Duesseldorf
Economy
I missed my flight of 09:05 am due to strike at the Charles de Gaulle airport and the airline rescheduled my flight till the 8 pm at night, that is over 10 hours wait without provision for food or shelter or any convenience.
- Paris-Duesseldorf
- Economy
Jayarajan Nambiar & Vinayak Namibar P
Verified | Apr 30, 2026Milano-Paris
Economy
Aircraft changed with proper communication
The aircraft was changed without prior notice or proper communication to the passengers. As a result, the passengers were unable to board the flight and subsequently missed an important business engagement, leading to significant financial losses.Overall
- Aircraft changed
- Good Flight
- Milano-Paris
- Economy
- Desired solution
Hari Kishore P
Verified | Apr 29, 2026Gothenborg-Paris
Economy
Successful claim
We were asked to checkin the handbagges during our travel , But unfortunatly our baggage was delayed and was missed in GOT, It was sent to us after a delay of two working days. It was a family trip to paris which caused a lot of mental stress during our vacation.
- Gothenborg-Paris
- Economy
- Successful claim
David Hersi S
Verified | Apr 25, 2026Paris-Diass
Economy
Claim escalated to airline
Please note that this was a shared luggage and had critical content for the whole family (all 5 passengers) I received all my luggage, but delayed I filed a claim with airfrance 2 months ago, but have not heard anything
- Paris-Diass
- Economy
- Claim escalated to airline
Grzegorz Kazimierz M
Verified | Apr 24, 2026Warsaw-Cancun
Economy
No reason given
I purchased a single booking directly via the Air France website (ticket issued by Air France, ticket number starting with 057). The itinerary included an international journey from Warsaw (WAW) to Cancún (CUN) and back to Warsaw, with the final destination in the European Union. On 3 September 2025, the flight Mexico City (MEX) – Cancún (CUN), marketed as AF3443 (operated by Aeromexico AM554), was cancelled. This flight was part of the same booking and was necessary to connect to the long-haul return flights from Cancún to Paris (CDG) and Warsaw (WAW). As a result of the cancellation, two passengers were forced to rebook and arrived at the final destination later than scheduled. On 14 August 2025, Aeromexico sent a message indicating a “change in the itinerary” ("hubo un cambio en tu itinerario"), but: - it did not clearly state that the flight was cancelled, - it did not provide a confirmed alternative routing, - it instructed us to contact the travel agency. Therefore, this notification does not meet the requirements of proper advance notice under Regulation (EC) No 261/2004. Air France, as the contracting carrier, refused compensation (case reference: C-10263684) and redirected the claim to the operating carrier. Under Articles 5 and 7 of Regulation (EC) No 261/2004, compensation of EUR 600 per passenger is due. Total claim: EUR 1,200 for two passengers.- Warsaw-Cancun
- Economy
Gije Epse Ndwigishaa L
Verified | Apr 23, 2026Yaounde-London
Economy
I was denied boarding which was due to the airline officials incompetence. It is these flight ticket I used to travel to Cameroon and I was done with my vacation and was heading back to the United Kingdom when I was denied boarding. On my passport as it is the Cameroonian law when you are married your names will change and Epouse will be added to the wife’s names which is the hat was done in my case and the airline officials said that wasn’t me which didn’t make sense at all. I missed work and had to pay almost the same price for a single journey which was the amount I paid for this return ticket with Air France
- Yaounde-London
- Economy
Alain Keuga M
Verified | Apr 23, 2026Douala-Birmingham
Economy
Claim escalated to airline
Flight was late when landed and they were no bus to take us to the airport building, spent around 45 mm waiting inside aeroplane. I received and email from air france reschedule the fly for tomorrow but when attended the reservation office. I was fortunate that someone has cancelled the booking hence why I got space in late Flight to Birmingham.
- Douala-Birmingham
- Economy
- Claim escalated to airline
Essie M
Verified | Apr 22, 2026Manchester-Paris
Economy
I lost my luggage on the 21/12/25, reported it immediately, and I kept following up, on a phone conversation I was told I need to make a claim now that’s over 21days, I made a claim on the 19/01/2026. And now I’m been told I can’t get any compensation from them as I was supposed to claim it immediately which I feel did
- Manchester-Paris
- Economy
Elida B
Verified | Apr 22, 2026Washington-Bangalore
Economy
I was left without my luggage for 5 days after arriving in India for an important symposium. My suitcase contained essential personal items and formal clothing required for the event. As a result of the delay, I was forced to attend meetings and continue my trip without the belongings I had specifically packed for this purpose. I arrived at 4:00 a.m. in a country that was completely new to me after approximately 29 hours of travel. Exhausted and unfamiliar with the area, I had no realistic opportunity to immediately replace the necessary items. The next day I had to continue travelling and take another flight wearing the same clothes from the long journey, which was uncomfortable, stressful, and highly inconvenient. This delay significantly disrupted my trip, caused avoidable stress, and negatively affected an important professional commitment.
- Washington-Bangalore
- Economy
Saidat Omolade S
Verified | Apr 18, 2026Paris-Dublin
Economy
It cost me a lots, because I was helping others people to bring some stuff, and I have to repay them: almost half of what is inside was bought in Nigeria which has no receipt because never experienced this kind of a thing before:
- Paris-Dublin
- Economy
Mohamed D
Verified | Apr 16, 2026Cairo-Vancouver
Economy
Because of that case I landed at Vancouver for my university late and I didn't catch my classes at UBC and I was told by the academic advisor to delay start of semester to the next one or drop and I actually dropped from the university. The airline also said that the change of ticket that I will pay extra for a fault they are responsible for. So I paid extra 804 usd for the ticket to be change to 16 September instead of 14 September.
- Cairo-Vancouver
- Economy
David H
Verified | Apr 12, 2026Paris-Manchester
Economy
Successful claim
The Air France assistant at the boarding gate held us back until the last minute when we were boarding, and he was aware we were missing luggage.
- Paris-Manchester
- Economy
- Successful claim
Raul B
Verified | Apr 11, 2026Amsterdam-Bangkok
Economy
A lot problems with HELP CENTER from KLM.... IM. STILL WAITING MORE THAN A MONTH
KLM BAGGAGE REPORT Dear Sir or Madam, I am writing regarding my damaged baggage claim related to my flight on the 4th. When I collected my luggage at the airport, I noticed that my suitcase had been damaged. Airport staff inspected the baggage and created a damage report (PIR). I also have photographs clearly showing the damage. However, I recently received a response stating that the airline will not take responsibility for the damage. I respectfully request a review of this decision. According to the Montreal Convention of 1999, airlines are responsible for damage to checked baggage while it is under their custody. Since the damage was reported immediately at the airport and officially documented, I kindly ask you to reconsider my claim. For your convenience, I am attaching the following documents again: Damage report (PIR) Photographs of the damaged suitcase Boarding pass / flight details Claim reference number: C-11057562 I look forward to your response and to a fair resolution of this matter. Kind regards, RAUL BRAVO SANCHEZ +34 637860998Overall
- Se si te and help center
- Crew flight
- Amsterdam-Bangkok
- Economy
- Loss: €100
- Desired solution
Kalu N
Verified | Apr 9, 2026Copenhagen-Barcelona
Economy
Successful claim
It caused me great inconveniences. I had to get new clothes, both from street corner shop and from people. Spent more than budgeted financially and distress was out of this world.
- Copenhagen-Barcelona
- Economy
- Successful claim
Kim B
Verified | Apr 3, 2026Ho Chi Minh City-Toronto
Economy
This claim concerns my booking (for myself and my brother Thai) with Air France with reference number WAAEFN. The disruption in question occurred on the returning journey on 12 Feb 2025. The flight numbers of this journey were AF 253 (SGN-CDG, 09:45-17:55) and AF 386 (CDG-YYZ, 19:15-21:25). Both connecting flights were on the same booking. Our first flight (AF 253) from Ho Chi Minh City to Paris went mostly as expected. It landed slightly late at CDG, but still with enough time to make the connection onto our second flight (AF 386). The disruption occurred once we landed in CDG, as Air France’s staff refused to let us board our second flight. The reasons they gave for this made no sense. They alleged that our second flight was actually at 13:00, which was not the case. Air France staff also said that other people were “waiting all day” to board our flight to Toronto, which leads me to believe that they overbooked our second flight and were intentionally trying to bump us off of it. One employee even openly told me that Air France “clearly messed up”, that there was “some kind of system error” and that “none of this makes sense”. So instead of letting us board our second flight (AF 386), they instead denied us that flight and gave us a new boarding pass for a different flight to Toronto. This new flight was AF 356 on the following day (CDG-YYZ, 13:45-16:15 on 13 Feb 2025). They also gave us a hotel room at a nearby Ibis Styles for the night. This situation was very frustrating and completely avoidable. To make matters worse, Air France never gave us sufficient documentation of the disruption. They said they sent me an email about the change, but I never received anything from them. When I reached out afterwards for compensation, they denied it, claiming they changed the itinerary on us more than 14 days ahead of the flight date and sent an email about it. That is completely false and I strongly object to this position. The change they made was at the last-minute, which clearly means they are liable for this situation. Furthermore, they gave us a hotel – which is only something they must do in a situation where there was an unexpected disruption, not a change made ahead of time. Frankly, Air France’s denial and reasons for it reads like an attempt to cover up the situation, which is unacceptable. With the above in mind, for the present claim, I ask for compensation for the following motives: Denied Boarding – we were refused boarding on AF 386 on 12 Feb 2025 for no credible reason. Missed Connection – through Air France’s actions in denying us boarding on AF 386, they forced us to miss our connection. Late Arrival – by denying us boarding on AF 386, Air France caused us to arrive at our final destination (YYZ) over 15 hours later than the original time, which also forced us to have an overnight layover in CDG.
- Ho Chi Minh City-Toronto
- Economy
Jason R
Verified | Apr 2, 2026Bangkok-Manchester
Economy
Claim escalated to airline
No reason given
After a joint family holiday in Thailand to celebrate a 50th and 80th, our flight was cancelled because the pilot was ill. We were rescheduled to fly via HongKong and arrive back in UK a day after the booked flight. We used the Air France website for compensation. No response was received. I followed up the submission and received an email stating that compensation was not due because the weather caused disruption in Amsterdam. We were not even flying to or even connected to Amsterdam! We were put up for the day at a hotel in Bangkok until the flight later that night. I used the website to track my submission, but it stated that it was being processed. I waited till now to try to resubmit. The Air France website stated that the claim had been resolved. I also had to pay an extra £60 for parking overstay and we lost a day of work due to the delay. From reading reviews, the impression I get is that Air France do not pay out compensation for cancelled flights, even if the reason is acceptable.- Bangkok-Manchester
- Economy
- Claim escalated to airline
Lucía A
Verified | Apr 1, 2026Amsterdam-Paris
Economy
Successful claim
No reason given
My flight was at 20:20, I got an email at 15;00 saying the operator was changing to HOP! Then, when I was already on my way to the airport at 17;15 I got an email saying my flight was changing for tomorrow at 6:55. No reason why, no options, no explanation of what to do… I went to the KLM counter and asked for a different flight, after 20 mins of waiting with no answer, they have me a flight that was checking in at that exact time (18:00) so I had to run through the airport and through security to hope they would assign me a seat at the gate, which they finally did.- Amsterdam-Paris
- Economy
- Successful claim
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