Brutkey

Auringon sikiö
@Auringon_sikio@mementomori.social

Negative experiences about Air France handling compensations for delayed flights:

We flew on Air France in May with a group of friends. Our flight from Paris to Helsinki was delayed for more than three hours, making us eligible for a compensation of 400 € per person.

I filed a claim on behalf of our group, and it started surprisingly well despite some minor inconsistencies in the customer service replies along the way.

In early June, they asked me to provide a photo of each person’s passport along with a letter of authority from each one in order for me to receive the compensation for the whole group. This seemed reasonable. However, I didn’t feel comfortable sending the travel document photos by email as they requested. When asking for an alternative way, I was informed that there’s also an upload service, which seemed ok to me. They didn’t provide any details, but I proceeded to gather the required document copies from our group members.

In late June, I had all the documents available, so I asked about details on how to upload everything. A couple of days later they replied that I should just email the documents. I referred to their earlier reply about the upload service, asking for upload service details. Since then it has been complete radio silence on their part in spite of me sending them a reminder several times.

Today, when searching for a way to contact them again, I happened to check the tracking page for our claim. It turned out that the claim has been closed in early August, one month after their last reply.

It will be interesting, as one might say, to see how this continues. I guess that all this is nothing unusual, but since it’s my first time requesting compensation for a delayed flight, I decided to share my experiences.

#AirFrance #AirPassengerRights #PassengerRefundClaims #AirFranceKLM

Tor Lillqvist
@tml@mementomori.social

@Auringon_sikio@mementomori.social This probably makes me a ”reply guy”, but… I don’t get it. What is so scary in emailing photos of passports to somebody who isn’t some random scammer but a proper business that needs them in order to handle your claim?

When you travel, you let random hotel staff (in countries where the law says they have to) scan your passport. Or do you refuse, and still manage to get a room?

Auringon sikiö
@Auringon_sikio@mementomori.social

@tml@mementomori.social It’s a valid point you have there, and, to be honest, if they had told me that sending the documents by email is the only way, then that’s what I would’ve gone with.

When it comes to handling sensitive information such as personal identifiers, my policy is: “err on the safe side first, think later if necessary”. In this case, if I had foreseen the delays and nuisance, I probably would’ve done otherwise. However, I dont’t think it was unreasonable to trust in their promise of providing an alternative way.