A traveller booked two Air France flights from Houston to Naples using Amex points, transferred to Flying Blue. The journey had a layover in Paris, but on arrival, they were informed that the Paris–Naples leg had been cancelled.
Rebooked Flight and Initial Support
Air France rebooked them on a later flight and offered vouchers as compensation. A cancellation claim was also filed at the time. The situation seemed temporarily resolved.
Confusion During Return from Naples
Seven days later, while leaving Naples, the traveller received a check-in notification. However, online boarding passes were unavailable, which raised concerns.
Flight Cancelled Without Traveller’s Knowledge
At the airport’s baggage counter, they were told the return tickets had been cancelled. This was surprising since all flights still appeared on the Air France app.
Urgent Rebooking Failed
Attempts to rebook the flights via Air France did not work. With time running out, the traveller was forced to buy two Delta tickets for $1,500 each.
Dispute with Air France Customer Service
When contacted, Air France claimed the traveller had requested the cancellation. The traveller explained that only the Paris–Naples flight was affected earlier, not the return. Still, Air France refused reimbursement.
Possible Airline Mismanagement
This case suggests that the cancellation claims were not properly handled. Due to the confusion and lack of accountability, it’s unlikely the traveller will receive compensation.
