Appeal – Declined Compensation Claim

I am very disappointed with the way my claim has been handled by both AirHelp and Air France. On 03 August 2025, our Air France flight from Paris (CDG) to Helsinki (HEL) developed a technical problem while we were already close to Helsinki. The plane could not land, and we were forced to turn back in the air and return all the way to Paris for repairs. This resulted in an arrival delay of more than three hours.

We had already travelled from Johannesburg to Paris the previous night (02 August) on an 11-hour flight with Air France, followed by another 6-hour flight also with Air France. With the return to Paris included, our total time in the air was around 17 hours. In addition, we had to wait more than an hour at the airport while the aircraft was being repaired. The cramped seating caused me severe pain and swelling, which required hospital treatment after returning to Johannesburg.

We were a work group of seven passengers. All six of my colleagues’ claims were accepted and compensated by AirHelp for the same flight, yet mine was declined. This is inconsistent, unfair, and unacceptable, given that we all experienced the same delay and circumstances.

I kindly request that both AirHelp and Air France urgently review my case, explain why my claim was declined, and correct this decision. As you know, under EU Regulation 261/2004, passengers on flights delayed more than three hours due to technical issues are entitled to compensation.