airfrance.ca/en

Reviews:

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online booking system says that you are booked with even a confirmation number sent via email, but then the booking was withdrawn.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

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!