@Londoner112233 @airfrance It was not a shining moment, for sure. I think it speaks more to the state of customer service among major airlines. Mistakes happen, but failing to correct them until the public weighs in is not ideal!
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Xander Nabavi-Noori
144 posts
Xander Nabavi-Noori
@xandernn
PhD student in Gov @Harvard | Administrative law nerd; former appellate attorney @ DOJ. Also: YLS '21; Senate Judiciary Committee; YLJ Vol. 130
Brooklyn, NY Katılım Temmuz 2016
457 Takip Edilen219 Takipçiler
Update: @airfrance refunded the 500 charge today. Sincere thanks to everyone who liked, shared, and engaged with the story — it obviously made the difference. Still, I wish it didn't take this kind of attention to get a good customer service outcome from the outset.
Xander Nabavi-Noori@xandernn
.@airfrance @KLM my partner was charged €500 fee at CDG this week for "not flying" the first leg of his multi-city ticket. The catch: he demonstrably DID fly it--sitting right next to me, with photos to prove it. Your agents refused to believe him and denied his refund claim.🧵
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@JAN_donosti @airfrance Yes, thankfully!! Once an actual person got involved this was a very easy case haha
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@xandernn @airfrance Congrats! It seems an actual human being took care of this…
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@OneMileataTime Also, for those curious, the explanation we got from Air France about why this occurred. We did indeed book these flights through Delta, which was the marketing carrier and ticket issuer for these flights, with AF and KLM as the partners. Seems like a truly weird snafu
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Thanks especially to @OneMileataTime -- I didn't even know you had written up a story about this thread, but apparently it got the attention of someone at AF/KLM!
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@KLM @airfrance I also just enabled DMs on my account—please DM me!
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Hello Xander! We attempted to send you a DM but were unable to do so. Please send us a DM with the Customer Care case number, full name and email address. We sincerely apologize for your experience. Once we receive your details, we will review the matter further, as we take situations like this very seriously.
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.@airfrance @KLM my partner was charged €500 fee at CDG this week for "not flying" the first leg of his multi-city ticket. The catch: he demonstrably DID fly it--sitting right next to me, with photos to prove it. Your agents refused to believe him and denied his refund claim.🧵
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@KLM @airfrance Hi, I am also getting an error that your inbox isn’t accepting DMs. I just tried following you but can you try to DM me again or give me another way to reach out? I have all the information ready to share.
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@airfrance @KLM @USDOT @airfrance unfortunately messaging your team on WhatsApp has led to only more frustration--they cannot verify that my claim will continue to be reviewed, have merely forwarded the same denial to me without acknowledging any of my evidence, and I still can't speak to a human
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@xandernn @KLM @USDOT Hello,
We invite you to send a new message to our customer service department on Whatsapp bit.ly/3TC7o3N indicating your username in order to facilitate your identification and being assisted. We'll pass your previous message on. Thank you.
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@airfrance @KLM @USDOT I have sent your customer service a message on WhatsApp and am now waiting to hear back but have not yet received a response in two hours
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@xandernn Hi Xander,
As shareholder of the group, I’ll participate to our Annual General Assembly with the board next Wednesday.
May I ask you for some more infos privately to bring the subject to the meeting ?
Kind regards,
GA
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@VladChaddad @airfrance @KLM @USDOT The agent would not accept the boarding pass, which we showed him at the desk. We sent more evidence to show how absurd this situation is. But even so, they have acknowledged none of it.
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@xandernn @airfrance @KLM @USDOT So the boarding pass isn’t proof enough? Why send photos and sms messages?
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@benitopacketo Honestly, I also hate that customer service by default doesn’t work unless some external attention is brought in. Though in my case, even the tweet hasn’t helped and I haven’t gotten anything from Air France
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One thing I dislike about 2026 is that it seems you can only get a fair customer service experience if your complaint goes viral on social media. Very frustrating and dehumanising.
Xander Nabavi-Noori@xandernn
.@airfrance @KLM my partner was charged €500 fee at CDG this week for "not flying" the first leg of his multi-city ticket. The catch: he demonstrably DID fly it--sitting right next to me, with photos to prove it. Your agents refused to believe him and denied his refund claim.🧵
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@o_scarlat @airfrance @KLM Exactly what I was trying to explain to the airport agent... Like, how on earth did we arrive there then lol
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@xandernn @airfrance @KLM But did they not scan your passport upon boarding the plane ? Or your passports ?
How did they explain that fact that you were in Schiphol on the way back did you magically teleport?
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@maxbone55 @airfrance @KLM Yes, I also submitted this records request earlier this week. I initially was upset that we didn't have the passport stamp, but then again it seems that the airline is not interested in reviewing ay evidence anyway so not sure it would have made much of a difference
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@xandernn @airfrance @KLM See if you can request your EES enrolment records or entry data. My understanding is they are not stamping passports anymore, but if they did, send that too.
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@zadankzadank @airfrance @KLM Ugh sadly no, we went only with carry-on baggage--in part to avoid all the fees associated with checked bags! Lotta good that did...
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@xandernn @airfrance @KLM Did they check any baggage on the flight? Maybe kept the baggage receipts or bag tags from that leg of the trip?
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@FayJackieMunuhe Seems like even the photo shoots won’t help haha
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Now we'll be doing photo shoots in planes to prove our presence lest we get slapped with ridiculous charges?
Xander Nabavi-Noori@xandernn
.@airfrance @KLM my partner was charged €500 fee at CDG this week for "not flying" the first leg of his multi-city ticket. The catch: he demonstrably DID fly it--sitting right next to me, with photos to prove it. Your agents refused to believe him and denied his refund claim.🧵
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@instant_mk @airfrance @KLM @FlyingBrussels Wow, it's insane that this is a recurring issue. The fact that the airlines are deriving fees from these passengers for a recordkeeping issue that is no fault of theirs is staggering
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@xandernn @airfrance @KLM A similar thing happened to someone I know, but she was travelling with @FlyingBrussels.
Here’s her story:
brusselstimes.com/2093968/fighti…
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@0xDoubleSharp @airfrance @KLM @USDOT I think we'll do this as well. I'm hopeful that with all the evidence a chargeback would end favorably, but I remain frustrated at the bad behavior of the airline and the security/recordkeeping issues that it reveals, which makes me want to continue the regulatory claims
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@xandernn @airfrance @KLM @USDOT Assuming you paid with a credit card and have all this evidence - I would dispute the charge. It's doubly annoying when companies mess up and then make you spend time fixing it, but part of what your card offers is fraud protection to cover things like this. Good luck!
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@osef_j @airfrance @KLM @dgccrf Ooh thank you, I wasn't aware of this regulatory office. I will contact them as well!
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@russellkdegraff @airfrance @KLM Yes, I think that will be the next move! I believe the right place is the Médiateur Tourisme et Voyage for France, though they usually require giving the airline 60 days to respond to a claim. Debating whether to just file now since @airfrance has already denied us once...
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@xandernn @airfrance @KLM I am 99% sure you are also able to file claims with European air regulators, and if you can, I highly suggest you do that pronto.
Those regulators’ staffs are much more empowered to go to bat for consumers than the current DOT (not staff fault)
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