I had two paid refundable Business Class tickets, issued by AF/KL Brasil, GIG-CDG-JNB and return with AF/KL to depart on August 20. When I found upgrade space in La Premiere on the AF A380 CDG-JNB the tickets were reissued by AF/KL US (i.e. DL) to class D and miles were deducted from Mrs JBC's FB account for the upgrade. That was done by AF/KL US because Brasil was for some reason not able to do the transaction. So far, so good, although as many other people report our af.com baggage allowance was revised to "none" although on klm.com it was shown correctly. I ignored that small issue. On August 16 I broke my kneebone so had to cancel the entire trip, which I did that day when I returned from the hospital. All parties involved other than AF/KL/DL refunded my payments within one week. DL refunded the add collect on August 23 and said they had cancelled the booking and requested AF to make the remaining refund. Skipping all the details, since that time a litany of emails and telephone called to AF France and Brasil as well as Delta have produced no refund. Air France has three times said it is not their problem and they cannot refund because, in order of incidence: 1) AF France: we did not issue the ticket, Brasil did, contact them.; 2) AF Brasil: we cannot refund these tickets, they were exchanged for Delta ones, contact Delta; 3) AF Brasil: Delta issued paper tickets. You must present the paper tickets to get a refund. Eventually Delta said the code formerly used to indicate paper tickets "P" is now used to indicate tickets not good for travel, normally because they are in process of refund. It has been excruciatingly difficult to get any consistent answers because the case numbers used are not compatible between DL, AK/KL and apparently some different countries of AF/KL. In the meantime Delta says they have made five different refund requests from AF/KL. The DL Diamond desk has been very, very helpful and polite but they can do nothing. The DL refunds desk send me prompt form-letter-like responses but seems to be able to do nothing. I finally, when a month had passed, contacted my attorney to begin legal action, assuming there may be no alternative to get my money back. I copied both Delta and AF/KL Brasil on the email advising them of that. Yesterday I made another call to Delta refunds who told me they had escalated the matter to an "AF manager in Paris". I did then get a response form KL Brasil telling me the file was sent to KL and DL US for refund, giving me the original DL case number. That was progress! At least somebody from AF?KL actually acknowledged a DL Case Number! This morning I received a second email form DL Refunds, enclosed: "Dear Mr. JBC, RE: Case Number xxxxxx Thank you for your reply. We appreciate the opportunity to review your request. The KLM/ AF Manager xxxxxxx has just replied to my e-mail. Please be advised that I am awaiting a response from our Managers. Your business is valued and very important to us. We hope you will continue to choose Delta Air Lines, our SkyTeam partners, and our Delta Connection Carriers for your future air travel needs. Sincerely, xxxxxxxxx Representative, Passenger Refunds Delta Air Lines" Interestingly it does seem that KL Brasil is in contact with DL US. The response from DL refunds is verbatim from every email form them except the middle sentence, which is original. We shall see what happens. Anybody who has ideas other than waiting, please say. In the meantime I am holding the actual legal filing until Friday in hopes that they'll solve the issue. This certainly does show how seamless and enticing SkyTeam really is, does it not? Questions for everyone: 1) what is fair and reasonable compensation for this saga? The tickets were slightly more than US$28,000, charged in Brazil Reais. 2) Since I am DL Diamond and Mrs JBC is AF Gold should that affect compensation in any way? 3) For context we have spent slightly more than US$75,000 on AF/KL/DL tickets during the last twelve months. Should that affect our compensation? I am acutely aware of what I could have done differently. Frankly, in a lifetime of premium global travel this is the very first time an issue like this has happened. I've had other problems with several carriers, mostly BA and minor third world carriers, but never one like this one. I have done reissuances and modifications in widely varying locations (e.g. Lhasa, Sana'a, Luang Prabang) but never had a problem. SkyTeam seems to be a seriously dysfunctional "team", to me anyway.