Air France - refund or compensation?

Heather_Pitt

I'm hoping someone can advise on the following -
For urgent family reasons, I had to bring a cat back to the UK from France in July. The Air France website said they would allow cats in the cabin in suitable carriers, you just had to let them know at the time of booking and then pay a surcharge at check-in. I tried repeatedly to contact them by phone, both on the French and UK numbers but each time I got a message saying "there was a more than 30 minute wait and the call will be disconnected". I also emailed twice but received no reply. As the prices were rising rapidly, I made the booking on 13/7/20. The flights were booked for 25/7/20 - Birmingham to Charles de Gaulles, then Charles de Gaulles to Perpignan. And the reverse flights for 26/7/20.

On 13/7/20 I received an email saying that the flight on 26/7/20 from CDG to BHX had been cancelled. They had booked me onto a different flight meaning that I would have to spend the night in Paris, returning CDG to BHX on the morning of 27/7/20. I wasn't happy about this but had no choice and had to book a hotel at CDG airport because I would have the cat with me and couldn't keep her in the carrier for 12 hours overnight at the airport.

When I arrived at the Air France check-in at Perpignan airport on 26/7/20, they said there was no problem allowing the cat on the flight to Charles de Gaulle but that she couldn't go on the flight to B'ham because Air France doesn't have an agreement with the UK to bring animals into the country. It did not state this on their website. I had no choice but to abandon the journey. I asked whether I could be given a refund or credit for the flights but they said I had to call the main Air France number, and despite this call being made from the AF desk at Perpignan airport, it was just the same message about "30 mins wait", then the call was disconnected.

The Paris hotel took the payment from my card as a no-show.

I have tried to email Air France to ask for a credit note/refund/compensation but haven't had a reply. Can anyone advise on what my rights are please? I paid for 4 flights and a hotel.....all for nothing!!

Many thanks

Upsidedownandaround

I don't think you have any rights. Their website advised you to contact them when booking which understandably you couldn't do as you couldn't get through but you still went ahead and booked the flight. As I understand it pets are only allowed to be brought in to the UK via pre-approved routes and companies and this information would be available on the UK government website. It's unfortunately not their problem if you booked a flight without knowing whether you could travel with your cat then decided not to travel.

That being said no harm in chasing them up politely and see whether they would provide you with a credit note given the difficulties you had in getting through to them.

Heather_Pitt

Thank you for your reply.  Any thoughts on the other part of my query? - my original flight was cancelled and rebooked to return on the Monday morning, meaning an overnight stay in Paris. I've read the compensation rules but can't decide whether I qualify.  Thanks 

Upsidedownandaround

You may qualify for compensation if the flight change was notified less than 14 days in advance and it wasn't becuase of circumstances outwith their control. Put in a calim on their website and see what they says in reponse.