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Home » Air France » Air France Sends Me A Note…
Air France

Air France Sends Me A Note…

Matthew Klint Posted onApril 4, 2020November 14, 2023 18 Comments

a woman in a black dress and red hat with a tower in the background

Yesterday afternoon, an unexpected email popped up from Air France in my inbox.

Actually, it came from KLM, Air France’s Dutch partner, and was signed Airfrance (sic), not Air France. Anyway, here’s the letter:

Dear Customer,

Due to a system error with a mistaken fare, your Delta ticket for travel on Air France in La Première/First Class which was recently purchased has to be cancelled.

You will be rebooked in Business Class for the same date and flight; alternatively, you may request a full refund of the fare paid, consistent with DOT guidelines and policy.

We apologize for this inconvenience.

If you have any questions in the meantime, you may Contact Us on Delta.com to help you in this matter.

Kind Regards,

Airfrance

Seems a bit odd that an email from “KLM Customer Service” would be signed by Air France and instruct me to call Delta if I have any questions, but okay…I guess they are all JV partners.

a screenshot of a email

A couple hours later the same email arrived again for my second cancelled first class reservation. Then came re-issued tickets. Then came copies of the reservation from Amadeus, the global distribution system used by many airlines including Air France-KLM.

I’m still thinking about how to deal with these tickets. My issue is less self-entitlement than disgust at the entitlement displayed by airlines, particularly Air France, to act with impunity.

Of course I realize there are far more pressing issues in the world right now, but since I don’t have a TV in my house, well…I have to do something while I am trapped inside. 😉

> Read More: Air France Downgrades Me From First Class To Business Class…

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About Author

Matthew Klint

Matthew is an avid traveler who calls Los Angeles home. Each year he travels more than 200,000 miles by air and has visited more than 135 countries. Working both in the aviation industry and as a travel consultant, Matthew has been featured in major media outlets around the world and uses his Live and Let's Fly blog to share the latest news in the airline industry, commentary on frequent flyer programs, and detailed reports of his worldwide travel.

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18 Comments

  1. Klavs Reply
    April 4, 2020 at 10:40 am

    Currently the silliest problem is trying to get a refund as they mention in the email as they send you on a merry go round about who will start it. I’ll wait and see when it comes to the ticket but having to resort to charge backs to get the refund would not be my first choice.

  2. Greg Reply
    April 4, 2020 at 11:41 am

    Delta runs the US customer contact center for KLM (I think Air France too)

  3. The Insider Reply
    April 4, 2020 at 11:42 am

    It came from KLM because they handle all the ticket processing in Europe for Delta, Air France, KLM tickets.

  4. Ian Reply
    April 4, 2020 at 12:03 pm

    I’ve taken to just filing against these companies in small claims court for breach of contract.

    I’ve no good will towards airlines or any other business. You sell me something, you honor the contract. Full stop. If not, show up in court. I work across the street from the courthouse, it costs $40 to file and serve, and worst case scenario I have some fun.

    Good luck to airlines convincing a judge that we are the bad actors when they’ve all been dodging refunds for cancelled flights.

    • Josh Reply
      April 4, 2020 at 1:26 pm

      Do you sue for a monetary value or do you sue to get compel them to honor the original ticket? And have you won any of these cases?

      • Ian Reply
        April 4, 2020 at 4:54 pm

        Monetary value. The difference between what I paid and what the replacement cost is.

        I’ll say that I have reached an agreeable outcome after filing suit on two occasions.

    • Brandon rabbitt Reply
      April 4, 2020 at 2:07 pm

      Let me know how it goes. I’m interested in it also myself. I wouldn’t mind taking them to court.

  5. Kaz Reply
    April 4, 2020 at 12:36 pm

    Keep at it Matthew. I’m in the same boat with two tickets and received the same emails. Been monitoring the FT thread for ideas.

  6. Deltahater Reply
    April 4, 2020 at 12:40 pm

    DOT filings here you go. I honestly believe though it is AF’s doing, not DL. But DL is at least complicit. AF probably thinks they are being generous by putting travellers into J

    @Ian, that is the ONLY language airlines undestand. Court orders!!!

    • Matthew Reply
      April 4, 2020 at 12:45 pm

      Oh, I am 100% sure this is AF (and I’m mad AF about it). I’m not throwing in the towel yet, rather just trying to carefully form a strategy.

      • Mick Reply
        April 4, 2020 at 6:48 pm

        As i said in your other post. I think this is a marketing tool. Everyone talking about how amazing Air France first is. Gives them great coverage!! And it doesn’t matter if they get some bad feeling from the few that cancel. How on earth does this happen all the time?!? “Alert alert first class over 5hrs is being sold for <2k, do you want to pull it?”

        Takeaway is still tons of photos of nice seat lol

      • Brandon Rabb Reply
        April 10, 2020 at 2:39 pm

        Hey Matt, any strategy yet? I’m curious what you are planning on doing? I have already contacted the D.O.T about my case. They got back to me, and now its in Air France’s field. Would like to see a post on this.

  7. FNT Delta Diamond Reply
    April 4, 2020 at 1:22 pm

    Wasn’t this a filed fare that was around for a while? If so, it hardly seems like a mistake fare.

  8. Christian Reply
    April 4, 2020 at 3:16 pm

    I’d say that this was more egregious than what Swiss did that you sued them over. This whole “contracts are binding except when it comes to us” mentality drives me nuts. Go after them with both barrels until the hypocrisy has ended, or at least subsided a lot.

  9. Josh Reply
    April 4, 2020 at 9:39 pm

    @Matthew what ever happened with your case against Swiss and Aeroplan from 2018? I keep searching the site and have found nothing after March 2018.

  10. Howard Reply
    April 6, 2020 at 9:35 am

    Chances are, he got a settlement on the condition he not write about it anymore.

    • Howard Reply
      April 6, 2020 at 9:35 am

      Meant for this to be a reply to Josh.

  11. Ben Reply
    April 10, 2020 at 4:02 am

    Hi Matthew,

    So what course of action have you decided on? I have tried to request for a refund with AF but up to now no success.

    If case you have decided to get a refund, can you tell me how you did this?

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