Air France Complaint - Reimbursement
To Whom it May Concern:
This fax is to address my concerns regarding my refund and recent travel on Air France. In an effort to be concise and clear I have outlined my experience in a timeline fashion:
5/31/08 19:30 On Board Flight AF0025, late departure. Crew informs passengers this is due to a malfunction with the luggage loader
6/1/08 09:00 Arrive CDG, can not debark due to malfunctioning stairs. Watch as broken stairs are taken away and new ones replace
6/1/08 09:30 Meet at bottom of stairs with AF Staff holding “Budapest” sign. Loaded into special van and escorted through customs to Air France Service Desk
6/1/08 09:45 Told that other flight was not held due to tickets being held by passengers on AF0025 being sold when AF was told of delay out of IAD
6/1/08 10:00 Told no flights were available out of CDG to BUD until 18:30 due to all flights being fully booked. Asked numerous times regarding other airlines and told all flights were booked.
6/1/08 11:00 Receive Vouchers for sandwich and drink, go through security to terminal. I research flights on internet and find several flights on SwissAir and Lufthansa.
6/1/08 11:30 I go back to Air France Service Desk and speak with Supervisor and ask him about availability shown on internet. He informs me that he can not book on another airline if there is an AF or partner flight available on same day. He informs me that if I book the flight, Air France will reimburse me the cost of the ticket since our delay is over 6 hours. I clarify that AF will reimburse the cost of the ticket on the other airline in full and says yes. He gives me the AF mailing information for reimbursement.
6/10/08 Submit complaint on Air France website noting supervisors name and description of ordeal
6/11/08 Receive reply
Dear Mrs ???
Thank you for your message.
The customer care department will study your request and will reply as soon as possible at the following address: ???
For a better follow-up of your file, your request has been registered under the reference:???
Please quote this number in any correspondence.
Thank you for taking the time to contact us.
With kind regards, Air France Customer Care
6/19/08 Call AirFrance because there has been no reply
6/20/08 Receive reply with PDF letter asking me to supply documentation. Immediately comply and send scanned copies. (Do not notice the do not reply to this email message)
6/24/08 Call to assure all documents needs are received, told be AF representative that everything is in order and being processed.
Approx 7/16 Call AF to check on Status, told documents have not been received, should never have replied to email which sent request. Instructed to mail documents.
7/22 Mail requested documents.
7/30 Rec’d email PDF document from AR agreeing to refund unused portion of flight $393.74 USD.
7/30 Called AF Customer Service. Spk with ***, told me I could speak with no one at AF, all correspondence had to be in writing, there is no email address available or name to address my correspondence. That the flight crew did not have the correct information when we were delayed on the ground at IAD, that a set of working stairs would have been available if flight would have not been delayed out of IAD and that there is no way to pull up my original email and correspondence in which the name of the supervisor was noted. Told Josh that even if US Govt was involved in the delay, I would have never spent $915.66EUR without a clear understanding from the Air France Supervisor that I would be reimbursed. Told that I needed to resubmit information and it would be researched.
8/4 Retrieved information from home, realized in the course of 2 months ticket voucher which had supervisor’s name had been misplaced, may be written on the back of tickets sent to AF on 7/22.
Should this have to be such an arduous process from the customer’s end? I look forward to your favorable reply of a full refund of $915.66EUR. Thank you for your consideration and feel free to contact me via phone so we may have a person to person contact if there are additional matters to be discussed.
8/13 - Called to check on status of above fax and told file was closed with first offer and I have to wait 30 days before the file will be reviewed and reopened. Told Supervisor was not taking calls and did not have email. Transfered to Supervisors vm which stated she was out until 8/13
URGHHH - How do I get a response? It has been over 2 months and I am out $1500.00 USD!!!!!!!!!!!!!
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