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airfrance.ca/en
Reviews:

1,346 reviews in the last 12 months1,794 total reviews  

4.44
Good
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Top positive review

Aug 3, 2023
 Verified review
Air France responds well and quickly to any calls. My flight was cancelled and I had to book another. What is really upsetting - your online booking system says that you are booked with even a confirmation number sent via email, but then the booking was withdrawn. I had to rebook and same email with a new confirmation number arrived in my inbox... I was terrified that the same "error" would occur again as there is nothing to say it is confirmed - and no receipt. Your new booking system upgrade has glitches. The worst thing for me - the price increased over $400 for the same flight. If your system is doing this to clients - your company then benefits because we have no choice but to rebook at a higher price. This is highly disappointing, especially as I fly min twice a year with your company. Please revisit your booking system. Receiving an email with your booking number does not mean you are booked under your new system! Johanna Sinclair

Top negative review

Jun 12, 2023
 Verified review
I had to call to modify a ticket as online service would let me change it. Agent incorrectly changed the ticket, called back and he changed the ticket again and I requested it to be cancelled due to him telling me I was only getting a credit. Agent disconnected the call, no call back. Called on next day, again I was disconnected. Fourth call got an agent who said he couldn't refund ticket (although the tickets were supposed to be "refundable"). I was the one who mentioned the 24-hour cancellation policy and then he submitted a cancellation request. Spent way too much time on the phone. Agent couldn't tell me the amount paid or to be refunded. Working with Air France has been a total disaster. I still have no idea whether I'm getting refunded for the total amount paid under OBCQCG. Summary of the whole process: All times are Toronto times (EST) and amounts are Canadian dollars. Booked flight June 9th approximately 2:45pm (electronic ticket says cost $2,593.26 + 55.01(seat) = $2648.27). I tried to change return from Vancouver, British Columbia to Toronto, Ontario online, had to call Air France to make change, ticket changed approx. 10:18pm. I requested several times during the call that destination be changed but that ticket remain fully refundable. Representative said repeatedly that if original ticket was refundable than changed ticket is automatically the same. He also said, I would get a refund for the price difference. When confirmation received, the ticket terms said that the ticket was now “non-refundable”! I called back in and got the same representative who said that he would change the ticket to “refundable” and I the price difference would be a credit (not a refund). At this point, I’m totally confused as to what has been paid and what amount is owing to me. Furthermore, I insist that any amount owing to me should be a refund not a credit. I ask the agent to cancel the ticket and I will just rebook on my own (i.e., I do not trust the agent anymore). The agent tries to tell me that I would only get a credit not a refund for the ticket. But I say it is within the 24 hour period so regardless of his mistake changing the ticket, it can just be cancelled. He says he will cancel ticket and then phone is disconnected. HE DOES NOT CALL ME BACK. I try to call Air France and now the office is closed! I have two electronic tickets showing $1208 and $1458 but again, no idea what is actually happening. I have no idea whether the OBCQCG has been cancelled by agent as request. I book a new ticket PDF845 to ensure I have a flight. I tried to cancel ticket online – first it said fill out a form and it wouldn’t let me submit it. When I tired again to cancel online, system said “refund request is being processed”. Friday night, around 11:28pm, I get notice of a credit 55.01 and then notice of a credit for $301. Later I get notice which I think says these amounts are being refunded (#356.01). The next day, I try to call to find out if ticket under OBCQCG has been cancelled and if not, again request that the ticket be cancelled. The agent is confused and eventually disconnects the call! I call back and ask for a manager but the agent refuses to provide me with a manager or escalate my request despite me telling him the problems I have been having. I repeat the story again, and he says he cannot refund the ticket as it is non-refundable! I requested it to be cancelled as it is still within the 24hour cancelation period. He submits requests but cannot tell me what has been paid at this point and what will be refunded. Late Saturday night I get a notice of requested refund submitted (No. 876-2A5271A7EB19) but it doesn’t reference any amount. Several times during this process I tried to request an invoice but the invoice comes back showing no amounts and sometimes showing amount paid $2,648.27. No reference to ticket changes costs, refunds, or credits (so not helpful at all). So frustrating. I am left with two charges on my visa $2,648.27 (first ticket -OBCQCG) and $2,328.98 (second ticket I booked which I still need - PDF845) and no idea what is being incorrectly credited or correctly refunded!
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Reviews for airfrance.ca/en

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Jan 18, 2024
 Verified review
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Dec 23, 2023
 Verified review

Unjustified cancelation of my confirmed booking!

I booked a ticket for my mom online (directly through the Airfrance website) and received an e-ticket that confirms her booking! Then around 12 hours later, I received an email stating that her booking was canceled and that the money will be returned to my card. I called the airline, i waited over 45 mins on the line until an agent answered, and then she tells me she doesn't know why that happened and there's nothing she can do for me! What a shame! I definitely expected a much higher level of professionalism from an airline like Airfrance!
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Dec 7, 2023
 Verified review
I applied for a refund within 24 hours of my booking due to an error in dates. The overview on the website says that my refund was processed. Nothing has appeared in my account. I have called customer service four times, only to be told to call different departments and/or refer back to the website. There is nothing on the website that addresses this issue, and apparently nobody in customer service will either. One agent I spoke to even said, "Too bad, I wish I had your problems". What is this?
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Dec 26, 2023
 Verified review
I got notification less than 12 hours before my flight was suppose to departure… Caused so much inconvenience and its more than 7 days and still haven’t received refund
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Dec 14, 2023
 Verified review
Price augmentation of 500$ in 3 seconds WHILE we were buying our tickets.
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Dec 12, 2023
 Verified review
YOU CAN PROCESS MY REFUND FOR $4567.10.. REFERENCE NO. RGYBCU
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Dec 23, 2023
 Verified review

Unsolved Complaints No : C-4869182 and C-4869009

Unsolved Complaints No: C-4869182 and C-4869009
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Dec 25, 2023
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Nov 30, 2023
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Jun 12, 2023
 Verified review
I had to call to modify a ticket as online service would let me change it. Agent incorrectly changed the ticket, called back and he changed the ticket again and I requested it to be cancelled due to him telling me I was only getting a credit. Agent disconnected the call, no call back. Called on next day, again I was disconnected. Fourth call got an agent who said he couldn't refund ticket (although the tickets were supposed to be "refundable"). I was the one who mentioned the 24-hour cancellation policy and then he submitted a cancellation request. Spent way too much time on the phone. Agent couldn't tell me the amount paid or to be refunded. Working with Air France has been a total disaster. I still have no idea whether I'm getting refunded for the total amount paid under OBCQCG. Summary of the whole process: All times are Toronto times (EST) and amounts are Canadian dollars. Booked flight June 9th approximately 2:45pm (electronic ticket says cost $2,593.26 + 55.01(seat) = $2648.27). I tried to change return from Vancouver, British Columbia to Toronto, Ontario online, had to call Air France to make change, ticket changed approx. 10:18pm. I requested several times during the call that destination be changed but that ticket remain fully refundable. Representative said repeatedly that if original ticket was refundable than changed ticket is automatically the same. He also said, I would get a refund for the price difference. When confirmation received, the ticket terms said that the ticket was now “non-refundable”! I called back in and got the same representative who said that he would change the ticket to “refundable” and I the price difference would be a credit (not a refund). At this point, I’m totally confused as to what has been paid and what amount is owing to me. Furthermore, I insist that any amount owing to me should be a refund not a credit. I ask the agent to cancel the ticket and I will just rebook on my own (i.e., I do not trust the agent anymore). The agent tries to tell me that I would only get a credit not a refund for the ticket. But I say it is within the 24 hour period so regardless of his mistake changing the ticket, it can just be cancelled. He says he will cancel ticket and then phone is disconnected. HE DOES NOT CALL ME BACK. I try to call Air France and now the office is closed! I have two electronic tickets showing $1208 and $1458 but again, no idea what is actually happening. I have no idea whether the OBCQCG has been cancelled by agent as request. I book a new ticket PDF845 to ensure I have a flight. I tried to cancel ticket online – first it said fill out a form and it wouldn’t let me submit it. When I tired again to cancel online, system said “refund request is being processed”. Friday night, around 11:28pm, I get notice of a credit 55.01 and then notice of a credit for $301. Later I get notice which I think says these amounts are being refunded (#356.01). The next day, I try to call to find out if ticket under OBCQCG has been cancelled and if not, again request that the ticket be cancelled. The agent is confused and eventually disconnects the call! I call back and ask for a manager but the agent refuses to provide me with a manager or escalate my request despite me telling him the problems I have been having. I repeat the story again, and he says he cannot refund the ticket as it is non-refundable! I requested it to be cancelled as it is still within the 24hour cancelation period. He submits requests but cannot tell me what has been paid at this point and what will be refunded. Late Saturday night I get a notice of requested refund submitted (No. 876-2A5271A7EB19) but it doesn’t reference any amount. Several times during this process I tried to request an invoice but the invoice comes back showing no amounts and sometimes showing amount paid $2,648.27. No reference to ticket changes costs, refunds, or credits (so not helpful at all). So frustrating. I am left with two charges on my visa $2,648.27 (first ticket -OBCQCG) and $2,328.98 (second ticket I booked which I still need - PDF845) and no idea what is being incorrectly credited or correctly refunded!
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Jun 9, 2023
 Verified review

Difficulties booking and creating an account

I had difficulties with booking a flight online. I tried many times and received a message "An error has accrued, please try later". I managed to book a flight the next day but the cost of the ticket was higher because of it. I am not sure if my preferred seats are booked. I received a notification that the seat booking did not work during the booking process. My electronic ticket features the seats, however the emailed booking confirmation does not feature the seats booked. I could identify the number or email to confirm the seat booking. I had difficulties creating my Flying Blue account. I tried several times, sand still I could not change my password. I could not add my phone number to the members account. Most importantly, there is no easily-identifiable phone number to reach AirFrance customer service. This is my first time booking and flying with the company.
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Nov 17, 2023
 Verified review

Dynamic pricing of airline fares is the worst!!!!

Your dynamic pricing policies are very frustrating & poor consumer experience. Your prices were changing literally as I was trying to book the flight. As I was searching your site for flights, the price for the same flight was changing each time I search. I come back a day later and the original price I was trying to book is available again. I love Air France as an airline, but the dynamic pricing that you and other airlines are now using may make you more money, but it is the absolute worse consumer experience.
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Jul 27, 2023
 Verified review

Bicycle prices are way too high

I booked a flight with Air France. Everything went well. After it was booked I went to add a bicycle to my baggage. I was completely shocked that I would have to pay another $350 to bring my bike on the trip. I already paid extra so that I could bring one checked bag, so $175 extra to make it a bicycle is much too expensive. After I learned about these high prices, I immediately cancelled the trip and booked with a different airline that does not charge nearly as much for bicycles.
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Jul 29, 2023
 Verified review
J'ai pris une assurance annulation pour un billet pris au mois de mai en classe business plus de 5000 euros Paris Montréal pour ma mère Jacqueline Krief et elle n'a pas pu prendre l'avion pour des raisons de santé de mon beau père qui a fait un infarctus. L'assurance Allianz refuse le remboursement sous prétexte que la date d'hospitalisation est postérieure à la date du changement alors que sa crise avait commencée une semaine avant. C,est proprement scandaleux.
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Oct 1, 2023
 Verified review
Am flying business class and I can choose seat free from toronto to Paris, but making me pay for seats selection from Paris to Lagos ? It doesn’t make sense to me. Same thing with my return, wants me to pay for seats selections from Lagos to Paris. And from Paris to toronto is free. Please make me understand. Not satisfied with the service, I will be calling Air France to explain this to me. Because it just doesn’t make sense to me at all!
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Jul 14, 2023
 Verified review

The website is so full of bugs, we just switch airlines

The website does not work. Randomly it tells me flights/routes we take regularly are not available. And we often have trouble with the payment system, trouble we do not have with Air Canada. Finally, the Air France website randomly rejects my Flying Blue number, when I am in the middle of reserving flights. All these are basic bugs that clearly have yet to be resolved and never seem to be. We just move to Lufthansa\Air Canada when this happens.
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Oct 14, 2023
 Verified review

I booked my ticket, but haven’t received it

I booked my ticket, I got booking number , my amount was deducted from my bank account, but I haven’t received my ticket, I called on Air France number, they are telling me that we haven’t received amount, Second time i called, they told me that they have received amount but the flight is canceled. They told me that we are releasing the amount back. I have no idea what to do Now what should I do.
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Jun 20, 2023
 Verified review
took me hours to try to book and I eventually went on the phone and that too took hours and the booking was made in US dollars by mistake without telling me it was in US dollars . I was booking with a Canadian address with flights to and from Canada . I am still trying to cancel that booking & had the made another booking myself eventually online. It makes me hesitate to fly Air France again
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Apr 27, 2023
 Verified review
Your customer care did not help me during booking .I called multiple times and they were clueless. I paid 500$ per ticket extra in comparison to other airlines where total journey time was lesser than Air France and more luggage offered,. The only reason to choose Air France was that i always felt comfortable while dealing with customer care. but this time I am very disappointed,
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Sep 9, 2023
 Verified review

A company of thieves

Prices for one way vary according how the search is performed (one way or two ways) and the system is bugging all the time. Further, this company are thieves: I had a credit that was valid until a given date but they decided that any flight using this credit had to be done before that date, something that the credit note did not indicate.
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