I think we can probably exclude malice (from the agent at least), like many commenters pointed out. It is, however, infuriatingly shady for AirFrance to not address these issues. Doubly so because at the end of the day it benefits them.
Many many customers aren't tech savvy, won't place a call, will pay the fees, or downright abandon trying to get their money back because of how difficult AirFrance (and other airlines) make the process. And at what point should _not_ fixing these issues be labeled "malice"?
I think we can probably exclude malice (from the agent at least), like many commenters pointed out. It is, however, infuriatingly shady for AirFrance to not address these issues. Doubly so because at the end of the day it benefits them.
Many many customers aren't tech savvy, won't place a call, will pay the fees, or downright abandon trying to get their money back because of how difficult AirFrance (and other airlines) make the process. And at what point should _not_ fixing these issues be labeled "malice"?