Passenger refunds: is Air France a very poor performer?

The company was ordered to reimburse a passenger whose flight to Madagascar had been cancelled and who was notified while at the airport. Requests for reimbursement of tickets, parcels, travel and work are a marker of a company's customer experience DNA.

Cancelled flights, delayed flights, overbooked flights that are charged for but not served – the reasons for refunding airline tickets are well known. But Air France often turns a deaf ear and is sometimes even condemned. Why, knowing that prompt refunds when due contribute to customer satisfaction and build trust?

Flight to Madagascar cancelled. Air France refuses to refund
On 19 January 2022, a passenger who chose Air France to travel to Madagascar was informed that his flight had been cancelled. The airline notified him of the cancellation while he was already at Marseille Provence Airport. Air France did not offer him a transfer to another flight or a refund for his ticket, which cost nearly €1,200. Supported by the consumer association UFC-Que Choisir in his department, the passenger decided to take legal action to win his case. A lengthy legal process ensued, with the airline attempting to stall for time. The Marseille court handed down its ruling in mid-December 2024, ordering Air France to reimburse the passenger.

He will receive €1,162.64 in reimbursement for his ticket, a lump sum of €600 under European regulations that Air France failed to comply with, and €500 in legal fees.

The passenger's lawyer explained to France Bleu Drôme Ardèche that it is important not to give up in such cases and not to be discouraged. ‘In general, don't let them push you around. Of course, the procedures are long, and that's how large companies hope to wear down consumers. But you have to be patient,’ said Wissam Bayeh.

AF 258. Upgraded seat cancelled. René Loucatel was reimbursed after a long battle. 
Despite purchasing an upgrade, this Air France passenger and his mother, who were flying to Ho Chi Minh City, were sent back to their original seats. It was only after numerous requests to customer service and media coverage of his case on LinkedIn and social media that he won his case.
‘I will never fly with Air France again,’ he said.

Business class downgrades. Thierry Picard discovers Air France's customer service back office
Returning from the US with his family, the passenger had invested in business class tickets.
He recounted his experience on LinkedIn, particularly the silence and slowness of the airline. Read here
What do the directors of customer service, attentive relations, passenger experience and the VP of customer experience at Air France do? We called one of the airline's directors, Fabien Pelous, to get his point of view. He referred us to his press office.

Flight cancelled: what does the law say?
As stated by the Ministry of Economy, if a flight is cancelled, passengers are entitled to re-routing on another flight – with hotel and meal expenses covered – or a refund of the ticket within 7 calendar days, plus any damages and interest if the cancellation caused particular harm, and financial compensation: €250 for flights of less than 1,500 km, €400 for flights of more than 1,500 km within Europe or between 1,500 and 3,500 km outside the EU, or €600 for flights of more than 3,600 km outside the EU. There are three cases in which no compensation is payable:

If the airline informed the passenger of the cancellation at least two weeks before the flight
If, within less than two weeks, the passenger was offered a seat on another flight at a similar time
In the event of exceptional circumstances (weather, safety risks, etc.)