MADRID SPAIN -- I booked a trip through the Air France web site for my sister-in-law, her husband, my niece and a friend traveling from Madrid to Houston, TX. Everything was fine until the morning of the first flight from Madrid to Paris. As Spanish people actually have three names, the middle and last was in their computer reversed.
Their passport numbers were in their computer also and the ticket agent could see that this was them, but they were denied boarding passes and told that if they were allowed on board, once they reached the states, they, meaning my in-laws, would be fined by immigration. The flight was at 7:00 am in the morning, but no one with authority would arrive until 9:00 am.
So, they missed that flight and once 9 am arrived, this minor problem was resolved in less than 5 minutes. So, they missed two days of vacation for a simple problem, plus had to pay extra to fly Sunday over a book-in agent's incompetence to use their head.
119, AVENUE DES CHAMPS-ÉLYSéES -- I flew to Barcelona via Paris CDG on the 25 Dec 2010, my suitcase never made it to Barcelona. I reported and received a PIR (**) and was informed that it would be delivered to my destination by 1300hrs on the 26 Dec 2010. It never arrived! I rang Barcelona airport on 28 Dec 2010 and they confirmed that they had the suitcase, it still did not arrive during my holiday.
I returned to Barcelona airport on the 04 Jan 2011 and spoke to the lost luggage counter. I was told that "yes, we have your case", then, "no we have not got you case", "yes we have", and finally, "no we have not got your case!" This was within the space of LESS than 5 minutes!
I returned to the UK and over the 5 months, I have rung, faxed & emailed Air France and received NO replies! After my first call to Air France I send a fax informing Air France what was in my suitcase, to help find it. I spoke to the Air France desk in Aberdeen airport during the week 31 Jan - 04 Feb 2011 and was informed that comments had been entered on my file, so I can only assume that they are my fax, email & phone calls for requested updates on my suitcase.
The main items, not including my everyday clothes etc, are skydiving clothing & equipment which consists of a helmet, jumpsuit, altimeter & gloves. To replace these alone will cost me about £1000.00. I had to borrow equipment in Spain, commercial DZ. Normally I would have to hire the missing items but because I am a regular jumper at the DZ, people lent me the items I required. How can you repay kindness?
I was informed on a call to an Air France baggage help desk number during the last 2 weeks in February 2011 that I was entitled to compensation, as Air France had not located my baggage within 3 weeks. What happened to Air France informing me when the 3 week period expired, which would mean I should have received a letter from Air France informing me of the fact that I'm entitled to compensation BY THE END OF JANUARY 2011. I have received a goodwill gesture of £344, took them about 3 months to receive it and recently been informed by e-mail, that they have LOST my suitcase. Big difference between £1200+ and £344!!!
I am still trying to get my luggage from Air France after a week in Paris. I have heard they lost over 20,000 bags. This alone is unacceptable, but I would like to post about something more general that is clearly a huge problem with Air France's policies in my experience. Every step of my journey has been fraught with incorrect information from Air France. They seem to have a habit of saying things that they cannot or will not actually do.
A simple example is this - I call "baggage services" and a recorded voice informs me that my wait time on hold will be 7 minutes. Not "approximately 7 minutes", mind you, it claims it will be a 7 minute wait. Following that I am on hold for over 20 minutes. They do not seem to understand that this alone is already a deplorable way to treat a customer. If the recorded voice came back after 7 minutes and updated the time estimate, or if it simply did not tell me how long I would be waiting, that would be much better than claiming 7 minutes and then not delivering on that promise.
In general, this has been my continual experience with Air France. Another more extreme example occurred during take off from JFK to Paris. After 5 hours of delays, all of which contained this same over-promise/under-deliver characteristic, we were still waiting to take off after sitting on the plane for well over an additional 2 hours. When we finally moved away from the gate, the pilot informed us we still had to wait for the plane to be de-iced, but assured us this would take no more than 10 minutes. In fact, it took well over 30 minutes, and we continued to sit still for another 30 minutes after that with no information about when we might finally move ahead.
I could give countless other examples of this, as it seems to be acceptable to Air France to essentially lie to its customers and never to recognize or apologize for giving entirely inaccurate information during times when information is the most important thing they can give to a customer.
As I sit here now, I had been told my luggage (actually only one of my two bags) was to be delivered four hours ago. I actually spoke to the delivery person and was told this. When I finally called Air France to complain, they didn't even seem to understand why this was a problem until I explained that I am a virtual prisoner in Paris because I do not want to miss the delivery. They have not set up any system to track or contact the courier for an update on the arrival of the delivery. (While the bag was eventually delivered, I still feel that Air France has no interest in taking proper care of paying customers.)
1/1/2011 I have NEVER experienced the kind of customer service nightmare I am currently going through with Air France. We flew from San Francisco to Barcelona on Dec. 23 with a connection at Charles De Gaulle. Due to bad weather in Paris, our flight out of SF was delayed for 5 hours. When we reached Paris, 3 flights to Barcelona were cancelled, so our baggage was at CDG for over 5 hours.
When we finally landed at Barcelona at about 11:30 pm, our luggage (and that of most others on the plane) was not there, even though they had 5 hours to transfer it from one plane to another at the same terminal. After literally dozens of phone calls to Spain, France and the US, and constant checking online, we still do not have our bags, after 7 days! They initially promised it within 24 hours, yet everyday their answer was the same: "sorry, no information." They consistently refused to answer whether the luggage had ever been scanned into CDG.
I am an insulin-dependent diabetic and did not have enough medication to last the entire trip in my small carry-on bag. I explained this to them immediately, and it was noted in the file, but they gave no extra consideration to this, even though it constituted a medical emergency for me.
This morning they reportedly found one of the three bags and it was supposedly out for delivery at 8:30 am, but it is now 11 P.M. and still no bag. They promised that it would be delivered by private courier given the medication inside, but instead I have now been told it is on a huge truck, and they refuse to provide the name of the service so that I might avoid having to waste ANOTHER entire day of my vacation waiting at my rental apartment to be sure I don't miss the driver.
I have received nothing but officious, rude service, and outright lies from nearly everyone I've dealt with at all levels of Air France -- no firm answers, no apologies, no accurate information -- just continuous delays and hours waiting on hold. NEVER AGAIN WILL I FLY THIS ROTTEN AIRLINE!
There is not lots of info regarding flying an aircraft into volcano ash loaded atmosphere, yet AF decided to take the risk and fly WITHOUT giving passenger with non-essential travel needs a chance to postpone the fly until the air is "cleaner". My teenager niece was about to fly two days after they opened the air to fly again. We, the family considered that is still unsafe for a teenager to fly alone, especially that she doesn't have a direct flight. The situation in Iceland is not calm yet and if something unexpected appears, she will be stranded in Paris airport all by herself.
The Air France people told us that because we purchased an "adult ticket" for her, they don't believe us that she is underage. (Needless to say her DOB is on their records). They said that because her ticket was a 1 month ticket, we cannot extend the departure date even if we offered to pay the extra fees and I wanted to buy a ticket myself to accompany her at a later date.
When I offered that we would like to let the airport AF people know they can use the seat for a stranded passenger (me thinking they cannot resell that ticket), the agent replayed rudely: "you're not getting any refund and don't worry they'll sell it once they see she's not boarding."
Never asked for a refund just wanted to help some unfortunate people. It was interesting to find that AF is reselling the tickets that are paid and not used. Isn't this fraud? Selling the same service twice? Why they don't give it for free to someone that needs it?
Greedy company. It was our family first travel with them and hopefully the last. We will go back to our old British Airways which is not perfect but ten thousands times more decent. I read what others went through with Air France. I don't feel so angry anymore, I realized that it can be worse.
I left Los Angeles Airport on Dec 16 on Air France connecting through Paris and continuing on to Rome. When I got to Paris my connecting AF flight was cancelled due to bad weather in Paris. After standing in a long line for 3 hours I was booked on another AF flight departing later that night. I did not receive any voucher for food. Then my flight kept getting delayed and eventually was cancelled.
After another 3 hour line, I was put on an Alitalia flight that had boarded and was about to take off. I was told my luggage would be transferred but it was not. I filed a claim with Alitalia in Rome when I arrived 1 day late Dec 18. My claim was forwarded to Air France in Paris. My luggage was located on DEC 19. Since I was leaving Dec 20, I told them to deliver it to my home address. It was not until Dec 25 that my luggage finally arrived at Los Angeles Airport.
I was told that I would have to pay the delivery costs to deliver it to my home as Alitalia was responsible and they would not deliver. I argued with him that I purchased my tickets through Air France. He hung up on me. I have been in contact with Alitalia whose customer relations is great. I get a response within 10 minutes after filing a complaint. They insist that Air France is responsible and have contacted them for me regarding the baggage claim policies. I have filed 2 complaints with Air France but have gotten no response.
I spoke with a very rude person in the luggage department today who insists I need to contact Alitalia or pay for it. I asked for a phone number of the corporate office and they said they are not allowed to give that out. I am completely disgusted with Air France. I am their customer and they need to deliver my luggage to me and resolve their dispute with Alitalia later.
I am a travel professional and I will never book any clients on Air France anymore. I cannot work with a company does not look after its customers when there is a problem. I have traveled extensively on many airlines and have lost baggage and experienced flight delays and cancellations but I have never experienced awful customer service. So right now it is Dec 29 and I am still without my luggage. It is long drive to the airport and it will be at least a week before I will be able to get there.
My parents, my mother being seventy one and my father being seventy six and suffering from Parkinson's disease quite badly were booked to fly from Narita in Tokyo to Manchester England via Paris France. The flight time was 10:30 A.M. with the checkout closing at 9.30. Unfortunately due to very heavy traffic and finding a way to wheel my father around Narita to the checkout counter meant that we arrived twenty five minutes after the checkout had closed.
I completely understand that such companies have to run to tight schedules but the treatment we received when we finally arrived at the checkout counter was totally idiotic to say the least. Even though the check in counter had closed the flight was still in the process of boarding, as there was at least another thirty minutes before take off, absolutely no effort was made to try to get my parents to the plane before take off.
I would like to add that I had completed internet check in twenty four hours before and so there would be no need to go through the check in procedure. The response from the staff was basically this, "The check in is closed and you will now have to buy new flights." Even if this was the case the way that we were told this with absolute no care or respect for our situation especially with my father being so ill and needed to be back in England for doctors visits.
The only thing the staff seem to be bothered about was making more money by selling us more seats and having no thought or care to my parents situation. In my opinion, they had every opportunity and time to rush through my parents so that they could make their flight, but straight no from the off was all we got combined with "give us another two thousand pound and we will fit you on the next flight."
I would like to add that yes, the tickets were non transferable or refundable but if this company is quite willing to leave a sick man stranded with no money to pay for an extra flight and with zero concern for his situation then the whole event is an absolute disgrace.
My parents have now had to stay on with me for another four days causing considerable stress on both my parents as they needed to be back in England due to their health. Two seats have now been booked for Sunday the 9th of August with B. A. at a cost of well over one thousand pounds, money which my father needs for for his hospital treatment and medication.
JFK, NEW YORK -- This is a complaint regarding flight #: 5, on the date of August 11th, 2008, departing JFK at 1AM, arriving Paris Charles de Gaulle at 2:10PM. This flight, as tardy as it was scheduled, was cancelled at the last minute, after everyone was already on board. The situation was handled with complete unprofessionalism. After we debarked none of the attendants at the airport knew what was going on or helped make any arrangements for the passenger's next flights.
Eventually, after about two hours of confusion (mind you this is 3AM by now) an Air France employee went to the check in counter and started telling the passengers that they were going to be put at a hotel and put on a flight out the next evening – after a 17 hour delay!!! No one was asked if this was interfering with our plans, and no one knew if there were other flights we could take that would leave earlier.
Such was the situation that I was en route to my OWN wedding together with my fiancé, and not only under a lot of stress, but also under a very tight schedule. Needless to say that all our appointments we had scheduled for the following day had to be cancelled and some of them could not be rescheduled, such as the tasting of the menu which was going to be served at OUR WEDDING!!
Everything we had carefully planned was irremediably delayed, while my fiancé and I were under tremendous amounts of stress trying to schedule and reschedule the mess created. No one at Air France offered a single apology when our flight was cancelled or the next day on the second flight. On the contrary, the crew of the flight we finally took the next day, flight #: 017 was extremely unwelcoming and rude and intentionally ignored us if we had a question or needed something!
Also, while at the airport trying to understand what was going on and if we had other alternatives that would bring us to our destination earlier, we tried to find an Air France customer service desk – needless to say, that was impossible. An Air France employee gave us brochures which we could mail to Air France customer service, however to this day we did not receive a response.
It was the most awful experience, and although I knew Air France standards were low, I didn't expect them to have become this bad. The week of the flight was absolutely awful, my fiance and I worked on fumes all week constantly trying to catch up on our appointments and everything else we had to get done, and wasting a whole day and night at an airport derailed us completely.
On 5th August, we (my husband, 2 kittens and I) were traveling with your company from Sofia to Paris and from Paris to Montreal (details about the flight provided at the end of the letter). I'm glad to say that the flight from Sofia to Paris was pleasant and that the flight attendants were helpful and professional. However, we are very unhappy with the service we received from the Air France staff in Sofia, the place from where the tickets were purchased, as well as with the conditions during the flight from Paris to Montreal.
Even though the tickets were booked 2 months in advance, no one in the office in Sofia was able to inform me about the requirements concerning the transportation of pets in the cabin. Even after calling the main office three times, and once the office at the Sofia airport, I still couldn't receive reliable information.
For example, once I was told that if I take a pet I would not be able to have any hand luggage. This is a problem because if I follow all the instructions of the office staff, then on the day of the flight I might be surprised by new set of instructions known only to airport staff or vice versa and therefore would not be able to board the flight. I regret to say that the staff at the Sofia office and at the airport is poorly trained.
Additionally, we specifically requested to book seats at the back of the plane or in front (in our class), and were surprised when during both flights we were travelling in the middle of the plane. This was not a problem during the first flight (Sofia-Paris) because the seat next to us was available and we could put one of the cages there and the other on the floor.
However, during the second flight (Paris-Montreal) the plane was full and we were ordered by the flight attendant to put the cages below our seats. Even though, we followed all instructions as to the measurements of the cages, it was so tight between the front and our seats that we had to put our feet on the cages and stay like that for more than 7 hours. Given that my husband is 1.90 m, this was a very unpleasant experience.
Additionally, it was so tight that we couldn't check on the cats even once during the whole flight or add water. The flight attendants were extremely unhelpful and rude, and refused to provide any assistance. The only half joking reply I received was that the only place for the pets they could find was in the fridge.
We chose to have our little cats (both are around 3 kilos) with us in the cabin, because it causes less stress to the animal and the possibility of fatal accident is reduced. Due to the deplorable conditions in which your company transports pets in the cabin (I dare not think what the conditions in the luggage department are), I was not sure that they will survive the flight even though they were with us. I find your attitude towards animals horrific.
The fact that I paid EUR 300 to transport 2 cats and that there was no designated place for the cages is shocking. Following this experience, neither I nor a member of my family will ever use your services again, with or without pets. Also, we strongly discourage any of our friends to fly with Air France. I strongly believe you have to seriously revise your rules and procedures, and, above all, to train your staff.
5/31/08. 19:30. On Board Flight AF0025, late departure. Crew informs passengers this is due to a malfunction with the luggage loader. 6/1/08. 09:00. Arrive CDG, can not debark due to malfunctioning stairs. Watch as broken stairs are taken away and new ones replace
6/1/08. 09:30. Meet at bottom of stairs with AF Staff holding "Budapest" sign. Loaded into special van and escorted through customs to Air France Service Desk. 6/1/08. 09:45. Told that other flight was not held due to tickets being held by passengers on AF0025 being sold when AF was told of delay out of IAD. 6/1/08. 10:00. Told no flights were available out of CDG to BUD until 18:30 due to all flights being fully booked. Asked numerous times regarding other airlines and told all flights were booked.
6/1/08. 11:00. Receive vouchers for sandwich and drink, go through security to terminal. I research flights on internet and find several flights on SwissAir and Lufthansa. 6/1/08. 11:30. I go back to Air France Service Desk and speak with Supervisor and ask him about availability shown on internet. He informs me that he can not book on another airline if there is an AF or partner flight available on same day. He informs me that if I book the flight, Air France will reimburse me the cost of the ticket since our delay is over 6 hours. I clarify that AF will reimburse the cost of the ticket on the other airline in full and says yes. He gives me the AF mailing information for reimbursement.
6/10/08. Submit complaint on Air France website noting supervisor's name and description of ordeal. 6/11/08. Receive reply. 6/19/08. Call Air France because there has been no reply. 6/20/08. Receive reply with PDF letter asking me to supply documentation. Immediately comply and send scanned copies. (Do not notice the do not reply to this email message). 6/24/08. Call to assure all documents needs are received, told by AF representative that everything is in order and being processed. Approx 7/16 Call AF to check on Status, told documents have not been received, should never have replied to email which sent request. Instructed to mail documents.
7/22 Mail requested documents. 7/30 Rec'd email PDF document from AF agreeing to refund unused portion of flight $393.74 USD. 7/30 Called AF Customer Service. Spoke with **, told me I could speak with no one at AF, all correspondence had to be in writing, there is no email address available or name to address my correspondence.
That the flight crew did not have the correct information when we were delayed on the ground at IAD, that a set of working stairs would have been available if flight would have not been delayed out of IAD and that there is no way to pull up my original email and correspondence in which the name of the supervisor was noted. Told ** that even if US Govt was involved in the delay, I would have never spent $915.66 EUR without a clear understanding from the Air France Supervisor that I would be reimbursed. Told that I needed to resubmit information and it would be researched.
8/4 Retrieved information from home, realized in the course of 2 months ticket voucher which had supervisor's name had been misplaced, may be written on the back of tickets sent to AF on 7/22. Should this have to be such an arduous process from the customer's end? I look forward to your favorable reply of a full refund of $915.66 EUR. Thank you for your consideration and feel free to contact me via phone so we may have a person to person contact if there are additional matters to be discussed.
8/13 - Called to check on status of above and told file was closed with first offer and I have to wait 30 days before the file will be reviewed and reopened. Told Supervisor was not taking calls and did not have email. Transferred to Supervisors vm which stated she was out until 8/13. URGH - How do I get a response? It has been over 2 months and I am out $1500.00 USD!!!