TrustIndex
2
NPS Score
-100
Recommended: Unlikely
Oct '25 - Sep '26
Frequently Asked Questions About Air France Airlines
Is Air France Airlines trustworthy?
Air France Airlines has a TrustIndex of 2 out of 10 on Hellopeter, based on 10 reviews in the last 12 months. Hellopeter has tracked Air France Airlines across 81 total reviews. How is the TrustIndex calculated? →
Recent reviews (10)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Dec 2010
Refund refusal for mistake made by Air France/KLM
I booked, and paid extra, for Economy Comfort Seats on Air France/KLM. But then the airline allocated normal Economy seats to me instead, and now refuses to refund me the extra amounts that I paid.
1 reviews | Active since Dec 2010
Refund refusal for mistake made by Air France/KLM
I booked, and paid extra, for Economy Comfort Seats on Air France/KLM. But then the airline allocated normal Economy seats to me instead, and now refuses to refund me the extra amounts that I paid.
1 reviews | Active since Apr 2020
Dismal Performance of Win-Air and Air France - Formal Escalation Regarding Lost Baggage
I am writing to formally escalate a severe and ongoing issue regarding the total loss of my checked baggage and the subsequent, highly unprofessional lack of assistance, communication, and compensation from Air France and Winair. Despite my repeated attempts to resolve this matter directly with the airlines over the past two months, their performance has been lacklustre, dismissive, and entirely unsatisfactory. I am turning to your organization to expose these failures and demand accountability. My name is Terri-Lynne ****croft. On April 4, 2026, I travelled from Tortola, British Virgin Islands (EIS) to Athens, Greece (ATH) via Saint Martin (SXM) and Paris (CDG). The flight was operated by Winair and Air France, and the itinerary was booked through Trade Winds. Winair experienced a significant delay on the first leg of my journey, forcing my connecting flights to Paris and Athens to be rescheduled. Despite the rescheduling, my checked baggage was never transferred. Winair staff informed me the bag did not arrive in Saint Martin, and Air France staff in Paris confirmed it was still missing upon my arrival there. A missing baggage report was filed immediately under reference number SXMWM14485. I travelled to Greece to begin professional employment. The lost baggage contained essential tools, clothing, and personal items critical for my work. The deprivation of these items has caused severe professional disruption, financial distress, and immense personal inconvenience. For over two months, both airlines have failed to locate the bag or provide proactive communication. Winair claims the bag was forwarded to Paris, while Air France and the handling agents in Athens (Goldair Handling) remain unable to locate it. I have received no offers of interim relief, no compensation for essential items, and no formal proposal for baggage loss settlement until a recent, inadequate response from Winair that merely offered a settlement form after 62 days of silence. Under international aviation law, specifically the Montreal Convention of 1999 (to which France and the Netherlands are signatories), the carrier is strictly liable for the destruction, loss, or delay of checked baggage. Furthermore, if checked baggage has not arrived within 21 days, it is legally classified as "lost," entitling the passenger to enforce their rights to maximum compensation, limited to 1,288 Special Drawing Rights (SDR), which is approximately USD 1,725 or EUR 1,600 . My baggage has been missing for over 60 days—nearly triple the statutory limit. The airlines are in clear violation of their obligations to provide timely resolution and compensation. I am requesting that your organization expose this matter, and hopefully I will get a satisfactory response from Air France and Winair for their gross negligence. All I want is my luggage or the immediate processing of the maximum baggage loss compensation under the Montreal Convention. Furthermore, I demand full reimbur*****t for interim essential purchases made due to their delay, and a formal investigation into the systemic communication and operational failures demonstrated by these airlines. I can provide the full email correspondence detailing my attempts to resolve this issue and the airlines' inadequate responses, should you wish to investigate the authenticity of this matter. I look forward to any intervention you can offer.
1 reviews | Active since Apr 2020
Dismal Performance of Win-Air and Air France - Formal Escalation Regarding Lost Baggage
I am writing to formally escalate a severe and ongoing issue regarding the total loss of my checked baggage and the subsequent, highly unprofessional lack of assistance, communication, and compensation from Air France and Winair. Despite my repeated attempts to resolve this matter directly with the airlines over the past two months, their performance has been lacklustre, dismissive, and entirely unsatisfactory. I am turning to your organization to expose these failures and demand accountability. My name is Terri-Lynne ****croft. On April 4, 2026, I travelled from Tortola, British Virgin Islands (EIS) to Athens, Greece (ATH) via Saint Martin (SXM) and Paris (CDG). The flight was operated by Winair and Air France, and the itinerary was booked through Trade Winds. Winair experienced a significant delay on the first leg of my journey, forcing my connecting flights to Paris and Athens to be rescheduled. Despite the rescheduling, my checked baggage was never transferred. Winair staff informed me the bag did not arrive in Saint Martin, and Air France staff in Paris confirmed it was still missing upon my arrival there. A missing baggage report was filed immediately under reference number SXMWM14485. I travelled to Greece to begin professional employment. The lost baggage contained essential tools, clothing, and personal items critical for my work. The deprivation of these items has caused severe professional disruption, financial distress, and immense personal inconvenience. For over two months, both airlines have failed to locate the bag or provide proactive communication. Winair claims the bag was forwarded to Paris, while Air France and the handling agents in Athens (Goldair Handling) remain unable to locate it. I have received no offers of interim relief, no compensation for essential items, and no formal proposal for baggage loss settlement until a recent, inadequate response from Winair that merely offered a settlement form after 62 days of silence. Under international aviation law, specifically the Montreal Convention of 1999 (to which France and the Netherlands are signatories), the carrier is strictly liable for the destruction, loss, or delay of checked baggage. Furthermore, if checked baggage has not arrived within 21 days, it is legally classified as "lost," entitling the passenger to enforce their rights to maximum compensation, limited to 1,288 Special Drawing Rights (SDR), which is approximately USD 1,725 or EUR 1,600 . My baggage has been missing for over 60 days—nearly triple the statutory limit. The airlines are in clear violation of their obligations to provide timely resolution and compensation. I am requesting that your organization expose this matter, and hopefully I will get a satisfactory response from Air France and Winair for their gross negligence. All I want is my luggage or the immediate processing of the maximum baggage loss compensation under the Montreal Convention. Furthermore, I demand full reimbur*****t for interim essential purchases made due to their delay, and a formal investigation into the systemic communication and operational failures demonstrated by these airlines. I can provide the full email correspondence detailing my attempts to resolve this issue and the airlines' inadequate responses, should you wish to investigate the authenticity of this matter. I look forward to any intervention you can offer.
1 reviews | Active since Aug 2017
Air France fail to honour EU Regulation 261/2004
Air France - should be ashamed of its dismal and pathetic systems. EU Regulation 261/2004 clearly obliges airlines to cover reasonable expenses when cancellations occur under their control. I have been trying since December to get Air France to honour this obligation. My wife and I were booked on AF871 with a connecting flight AF1608 to Stuttgart, Germany. Following the cancellation, we were rerouted on Lufthansa and arrived in Stuttgart only on Sunday, 30 November 2025. We had reserved a hotel room at Mövenpick Stuttgart Airport (Booking number PNXHDCTJ) for the night of 29 November. Due to the cancellation, I emailed to cancel the booking, but the hotel charged me R5,447 (approx. €270) for late cancellation. I submitted this expense claim via the Air France Claims App, including my banking details. Despite replying multiple times to requests for information, despite submitting information multiple times on the Air France Claims Track my Claims site, I continue to receive emails stating that my “case will be put on hold with automatic reminders until you have the opportunity to send us the missing information/documents.” In addition, the website continually reverts to stating “Information Missing” - AFTER previously showing all in order. My Claim reference number is C-***9. Today, Air France sent me an email asking for my email address - REALLY. CAN SOMEONE AT AIR FRANCE PLEASE SORT THIS OUT BEFORE ONE OF US DIES?
1 reviews | Active since Aug 2017
Air France fail to honour EU Regulation 261/2004
Air France - should be ashamed of its dismal and pathetic systems. EU Regulation 261/2004 clearly obliges airlines to cover reasonable expenses when cancellations occur under their control. I have been trying since December to get Air France to honour this obligation. My wife and I were booked on AF871 with a connecting flight AF1608 to Stuttgart, Germany. Following the cancellation, we were rerouted on Lufthansa and arrived in Stuttgart only on Sunday, 30 November 2025. We had reserved a hotel room at Mövenpick Stuttgart Airport (Booking number PNXHDCTJ) for the night of 29 November. Due to the cancellation, I emailed to cancel the booking, but the hotel charged me R5,447 (approx. €270) for late cancellation. I submitted this expense claim via the Air France Claims App, including my banking details. Despite replying multiple times to requests for information, despite submitting information multiple times on the Air France Claims Track my Claims site, I continue to receive emails stating that my “case will be put on hold with automatic reminders until you have the opportunity to send us the missing information/documents.” In addition, the website continually reverts to stating “Information Missing” - AFTER previously showing all in order. My Claim reference number is C-***9. Today, Air France sent me an email asking for my email address - REALLY. CAN SOMEONE AT AIR FRANCE PLEASE SORT THIS OUT BEFORE ONE OF US DIES?
1 reviews | Active since Aug 2017
Legal Obligation Reminder to Air France
EU Regulation 261/2004 clearly obliges airlines to cover reasonable expenses when cancellations occur under their control. Air France’s refusal to honour this obligation is a breach of passenger rights. My wife and I were booked on AF871 with a connecting flight AF1608 to Stuttgart, Germany. Following the cancellation, we were rerouted on Lufthansa and arrived in Stuttgart only on Sunday, 30 November 2025. We had reserved a hotel room at Mövenpick Stuttgart Airport (Booking number PNXHDCTJ) for the night of 29 November. Due to the cancellation, I emailed to cancel the booking, but the hotel charged me R5,447 (approx. €270)for late cancellation. I submitted this expense claim via the Air France Claims App, including my banking details. Despite replying multiple times to requests for information, I received an email on 30 December 2025 stating that my case was closed because the documents were “not received.” I have since attempted to reopen the case with difficulty. My claim was reopened, BUT remains unprocessed. The expense was a direct consequence of Air France’s cancellation. I comp**** with all requests for information and provided my banking details multiple times. Last email was on 24 January 2026 stating "I would like to inform you that I am in the process of investigating your claim with the department concerned. Thus, there will be a short delay in responding to you. I assure you that your concerns are getting our utmost attention. I will revert once I receive the result of our internal investigation." As a pensioner, this amount represents a significant cost, and I kindly ask for your assistance in resolving this matter. As pensioners on fixed income, this R5,447 represents significant hardship. Under EU Regulation 261/2004 (applicable as AF1608 lands in EU), airlines must cover reasonable expenses from cancellations under their control when notified <14 days prior, which applies here (same-day morning notification).
1 reviews | Active since Aug 2017
Legal Obligation Reminder to Air France
EU Regulation 261/2004 clearly obliges airlines to cover reasonable expenses when cancellations occur under their control. Air France’s refusal to honour this obligation is a breach of passenger rights. My wife and I were booked on AF871 with a connecting flight AF1608 to Stuttgart, Germany. Following the cancellation, we were rerouted on Lufthansa and arrived in Stuttgart only on Sunday, 30 November 2025. We had reserved a hotel room at Mövenpick Stuttgart Airport (Booking number PNXHDCTJ) for the night of 29 November. Due to the cancellation, I emailed to cancel the booking, but the hotel charged me R5,447 (approx. €270)for late cancellation. I submitted this expense claim via the Air France Claims App, including my banking details. Despite replying multiple times to requests for information, I received an email on 30 December 2025 stating that my case was closed because the documents were “not received.” I have since attempted to reopen the case with difficulty. My claim was reopened, BUT remains unprocessed. The expense was a direct consequence of Air France’s cancellation. I comp**** with all requests for information and provided my banking details multiple times. Last email was on 24 January 2026 stating "I would like to inform you that I am in the process of investigating your claim with the department concerned. Thus, there will be a short delay in responding to you. I assure you that your concerns are getting our utmost attention. I will revert once I receive the result of our internal investigation." As a pensioner, this amount represents a significant cost, and I kindly ask for your assistance in resolving this matter. As pensioners on fixed income, this R5,447 represents significant hardship. Under EU Regulation 261/2004 (applicable as AF1608 lands in EU), airlines must cover reasonable expenses from cancellations under their control when notified <14 days prior, which applies here (same-day morning notification).
1 reviews | Active since Oct 2020
AIR FRANCE BROKE MY FISHING ROD AND HAS NOT REINBURSE ME
My partner and I came back from Woodlands outside Houston America to Cape Town after a nice holiday with friends and family. While in America, my partner and I went to Bass Pro Shop. Man,,, what a dream come true. I bought lures, braid line, baitcaster reels, and 2 baitcaster rods. Packed both rods in 1 fishing rod bag and added padding just incase. The bag had 3 tags on it which stated "FRAGILE!!!!" 1 at the top - 1 in the middle - 1 at the bottom - we land in Cape Town and wait for our luggage ----- here comes the fishing bag looking all cripple. The luggage handeler gives it to me, I open it infront of him and 1 rod is snapped. Man I was upset. I took photos where we oped the fishing rod bag. The bag handeler shows us where to make a case. We do that, get the case number and email it to Air France claims. 3 Times we had to do it because when we contact them they say that they have not received anything. 1st Email was sent on 12 January 2026 it is now 12 March 2026 and still we get no reply, feedback or anything. WE LANDED ON 11 JANUARY 2026 AND SENT THEN CLAIM ON THE 12 ---- 1 DAY LATER. THIS WAS OUR 1ST FLIGHT WITH AIR FRANCE - - - I WILL NEVER AGAIN !!!!!!!!!!!
1 reviews | Active since Oct 2020
AIR FRANCE BROKE MY FISHING ROD AND HAS NOT REINBURSE ME
My partner and I came back from Woodlands outside Houston America to Cape Town after a nice holiday with friends and family. While in America, my partner and I went to Bass Pro Shop. Man,,, what a dream come true. I bought lures, braid line, baitcaster reels, and 2 baitcaster rods. Packed both rods in 1 fishing rod bag and added padding just incase. The bag had 3 tags on it which stated "FRAGILE!!!!" 1 at the top - 1 in the middle - 1 at the bottom - we land in Cape Town and wait for our luggage ----- here comes the fishing bag looking all cripple. The luggage handeler gives it to me, I open it infront of him and 1 rod is snapped. Man I was upset. I took photos where we oped the fishing rod bag. The bag handeler shows us where to make a case. We do that, get the case number and email it to Air France claims. 3 Times we had to do it because when we contact them they say that they have not received anything. 1st Email was sent on 12 January 2026 it is now 12 March 2026 and still we get no reply, feedback or anything. WE LANDED ON 11 JANUARY 2026 AND SENT THEN CLAIM ON THE 12 ---- 1 DAY LATER. THIS WAS OUR 1ST FLIGHT WITH AIR FRANCE - - - I WILL NEVER AGAIN !!!!!!!!!!!
1 reviews | Active since Aug 2017
Shocking service - well no service actually
I am starting to think that Air France is hoping that I am simply going to forget this claim, or die. I have been trying to get compensation from Air France without success since an incident in November 2025.
1 reviews | Active since Aug 2017
Shocking service - well no service actually
I am starting to think that Air France is hoping that I am simply going to forget this claim, or die. I have been trying to get compensation from Air France without success since an incident in November 2025.
1 reviews | Active since Apr 2025
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!
1 reviews | Active since Apr 2025
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!