Loutjie J

Be Warned! Don't Trust Air France Refund promises - 3 years of delay tactics, incompetence and now blame

Don't trust Air France to honor the refunding of cancelled flights as per their ticket conditions or their promises without written confirmation and physical proof at each and every step. Also demand processing and completion within 3-6 months at the most. After 3 years of desperately trying to get my money refunded for a service Air France didn't provide, and which therefore is dishonest and borders on theft, they have the further audacity to blame me for their inability to process the refund request promptly and to fulfill their promises and service agreement. Despite having been a loyal customer and having followed up constantly since 2022 and after having been asked to just "trust" the process, I was then told I waited too long. After further effort and costs on my side I was eventually told that the ticket apparently expired after a year and therefore can't be refunded. Despite this being something TOTALLY out of my control, and a deadstop I was never informed of during customer service calls etc. The current claims system on their website didn't exist in 2022. The Refund Department can't be reached via email or telephonically and customer service agents say they have no influence over the process of the Refunds Department and just try to reassure you to wait and trust that it will be done. I proceeded to submit a claim for compensation in desperation stating my case again hoping that they will acknowledge the lack of logic in the decision, but that was declined as well and the same reason given that the ticket expired and I must submit valid documents. My own experience mirrors and confirms those of other reviews I have read elsewhere. You have been warned!