Anyone with problems getting Air France / KLM refunds?

[JennyMG]

Have multiple bookings with these airlines.
1 x huge J booking, lots of $, which was cancelled on 21.3.20. I'm worried about it.
Had a problem with that because the credit card it was initially booked on was cancelled a while ago, and wanted the refund to go to our bank accouant instead. Idiot operator asked me "when did you decide you wanted to cancel?" "What is your reason for cancelling?" Probably form questions, but seriously? Gee. I dunno. Maybe because the entire world's shut down??
So about 3 weeks after the run around getting copies of passports, letters from banks, etc...to prove I was who I said I was, and that the refund was, indeed, mine, I got an emailed letter - a copy of 'passenger refunds request' with my details on it. That was on 7th April. It didn't say anything of note - no date no dollars...just a request.
Have heard, seen, received nothing since.

What's the story with Air France. I'm hearing some not very good news coming out of Europe about their feuds with funds etc.
Anyone have any refund problems with AirFrance?

I haven't even STARTED on our multiple intercity Air France and Hop flights yet. That'll be a whole other story. :/

 

[MEL_Traveller]

Yes, unfortunately Air France seems to be ignoring EU rules and not providing a refund unless your original fare allows refunds - which may be the case with a J class fare?

The list of questions are standard and require selecting one of several options, see: Air France: how to cancel, rebook or get a refund on your flight – Business Traveller and https://www.airfrance.com.au/AU/en/local/customer/webform.do?webformId=assistance-remboursement

The form shows there are different reasons for people wanting a refund... downgrade, double/duplicate charge, or a refund allowed under the fare rules for example.

It might make it easier in future, but any refund can usually go back onto a closed credit card. Then you contact the card issuer and they will arrange to transfer the funds to another bank account. This might save you a lot of running around to get copies of passports and letters from banks.

 

[JennyMG]

It was a SIngapore airlines 1st leg to Sing, then AF to CDG 2nd Leg, both booked on the AF website.
Both legs allowed changes/cancellations.
I feel very in the dark. Thankyou for your links, I'll scour them for info.
After the initial inquisition, and the runaround with the card (It was a year ago it was cancelled, no accounts with that bank, but...might have been easier to just accept that's where the refund was going....I was trying to avoid having to get on the phone with St. George for 2 hours, but in fact spent more time sorting the other anyway.)

Anyway, 7 weeks later, still no refund, after the inital contact, and then the emailed form 5 weeks ago. Very distressing when families like ours are a bit under the pump. (Since my watercolour painting teaching business is at a standstill)

I'm not sure why multi billion dollar companies think they need my money more than me.

 

[MEL_Traveller]

So the flight was ex Australia? If so, Australian law will apply, so you should be entitled to a refund if the ticket allows (ACL won't necessarily help).

 

[JennyMG]

So the flight was ex Australia? If so, Australian law will apply, so you should be entitled to a refund if the ticket allows (ACL won't necessarily help).

Yes it was Syd>Sing Sing>paris - that's interesting - yes it allows cancellations, but not sure how ACL could possibly help - I guess I'm in the wait and see basket at the moment. I just have to work out how LONG to wait before I start foot stamping.

 

[MEL_Traveller]

Yes it was Syd>Sing Sing>paris - that's interesting - yes it allows cancellations, but not sure how ACL could possibly help - I guess I'm in the wait and see basket at the moment. I just have to work out how LONG to wait before I start foot stamping.

If the SQ flight was cancelled, rather than you cancelling because you no longer wished to travel, ACL might have applied as it could have been considered a failure of service (consumer guarantees). However, the ACCC has clarified to say that as these events are outside the airlines' control, the consumer guarantees don't apply, so a voucher or travel credit is 'ok' under ACL.

That leaves you with the contractual element of your ticket to fall back on. If the contract (fare) allows for a refund, you're still entitled to one and don't have to accept a voucher or credit. If SQ canceled the flight, it should be a full refund. If you decided not to fly, it will be a refund less any cancellation fees.

 

[JennyMG]

VERY informative, thankyou @MEL_Traveller You're a real help. I appreciate it.

 

[VZ1_60]

Air France / KLM will only refund if your ticket allowed for that, otherwise it is a credit voucher. This is in contradiction to EU rules if the airline cancels your flight, however they are ignoring that. The credit vouchers have a defined end date, so they may not be worth the paper they are written on, cheers, john