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Buyer Beware
By -

BUYER BEWARE!!! My story from the beginning. My partner and I are attending a much anticipated lecture in London on the 25th July, and we were looking on-line for the best flight offers on Saturday the 4th of July 2009. We came across the city jet website and saw that we could get return flights from Dublin to London City airport for €119.70 per person return. We entered in all the details to book for 2 of us, and entered our credit card details and went on to confirm the booking.

However, it was denied as we had insufficient funds on our credit card. A message came up on the screen saying that the transaction was not authorised. We had obviously thought that we had enough money on the card, but when we later checked our on-line banking, we were a couple of euro short. This, you would think would be the end of it, but sadly no.

On Monday, we went to the bank to lodge more money onto our credit card so that we could pay for the flights. We assumed that it would take a day or two for the money to be on the credit card, but just on the off chance that this transaction processed more quickly than the “anything up to 3 working days” we had been told by the bank. It was then that we discovered the money missing from the credit card. We were quite shocked as we initially thought that perhaps our credit card had been skimmed or was being used fraudulently in some way.

It was around 4.00pm so we thought we better get on to the bank right away before they closed to see what was going on. We were told that the money was being held pending authorisation by ‘AIR FRANCE'. They had requested from our bank the price of a ticket for 1 person for some reason, even though when we attempted to book flights for ‘2' people we were told that the transaction was denied due to insufficient funds.

This I thought was crazy – how is it legal for a company to ‘hold' money on your credit card without your knowledge?? We were unable to access this money, OUR money until Air France declined their initial request to take it. We immediately checked our e-mails to see if in fact, our flight booking had gone through without our knowledge, but there was nothing. No confirmation of flights, no mention of ‘provisionally' holding seats for us, no booking contract, and no mention of why they were holding money on our credit card – NOTHING!!!

I have worked in the hospitality industry for 13 years, and I understand the procedure of pre-authorising credit cards on a guest's arrival, but you HAVE to tell the guest what you are doing. Otherwise, you are using their credit card without their knowledge, which is definitely unethical, not best business practice and I imagine illegal.

I called the customer services number for Air France and was told to call their reservations line. After a while explaining the situation to a girl in customer services, she searched for our flight booking. I kept trying to tell her that we had no booking as we were told that the request for the flights was denied on-line, but lo and behold, there were 2 seats ‘provisionally' reserved for us. I inquired as to how this could be, and as to how the money was holding on our credit card, and she really couldn't give me any answers.

She said that she couldn't confirm the bookings as no payment was made for the seats. I explained that as Air France were ‘holding' this money on our credit card we were now stuck as we had no money on the card to book with another airline. She said that the seats were being held provisionally for me, and that there was nothing else she could do until she spoke to her supervisor.

I inquired as to the price of these ‘provisional' seats and I was told that she could give me one seat at the original price of €119.70 but that the other one would be at the new higher price of €169.00. I told her that this was outrageous, as if she was holding seats for us, and holding money on our credit card, then why could I not confirm the booking at the original price. Then, all of a sudden, during the course of our conversation the cheaper seat had been sold so now both seats were €169.00 per person.

I just don't understand that if they are holding seats for me (without my knowledge), how can they all of a sudden be bought by someone else!! She said that because she was working for Air France she could not alter the prices for city jet flights. I asked to speak to a manager who was ‘in a meeting' and she told me that she would get the manager to call me back the following morning. She said that there was nothing more that she could do at this stage. I thought to myself that this was outrageous and I was so angry as Air France were holding us to ransom by continuing to hold the money on our credit card.

As it was after 5pm, there was nobody else we could get through to. The more I thought about it, the angrier I was getting. HOW CAN THIS BE LEGAL!!! We decided to call the 24 hour lost/stolen credit card line for our bank. They gave us some advice, and said that in ‘no way' should a reputable company hold money on people's credit cards like this. They didn't know the exact legalities of the situation, but when we asked could they just cancel the charge they said that Air France has to reject the amount which they were holding. So we were stuck.

The next morning, we contacted our bank again; just to verify all of the information we had been told. They gave us the transaction number so that Air France could follow this up. They said that this transaction number meant that Air France had requested the amount of €119.70 was made available to them to take from our credit card. Our bank had accepted this request, and so, the transaction number was created.

I called Air France back at about 9.30am as I was tired of waiting for them to call me back. I understand that €119.70 might not seem like a big deal to them, but it certainly was to me. And more over, the fact that they held the money on my credit card in the first place, without my authorisation – HOW CAN THEY DO THIS???

I spoke to a man in customer services and explained the situation again as he did not know who the lady I was originally speaking to was. He looked up the details on our ‘provisional' booking and then proceeded to put me on hold for 10 minutes while he spoke to his manager. I couldn't speak to the manager as he was ‘going into a meeting'. I told him that this was unacceptable and that I wanted to know what was going on. At this point, I was still willing to accept the 2 flights at the original price, but not for long.

I asked him how it was legal to hold money on people's credit cards without their knowledge, and he said that when you enter your credit card details in the on-line booking form, you are consenting for the company to charge your card. I am not a complete idiot, so I do get this concept, but what I don't get is why they held money on our credit card firstly for flights for 1 person when we had tried to book for 2 people together and secondly without informing me that they were doing so.

I had checked all of the policies on their website and nowhere did it say that they would do this. Again I was fobbed off that he was going to get his manager to contact City Jet after his ‘meeting' and he would call me back later that day. My frustration was now bubbling over into rage and I thought that I am just going to cancel the whole lot and get Air France to release MY money that they were holding without my consent.

I called back and asked to speak to the same man again so that I didn't have explain the whole ordeal a third time. I was not permitted to speak to him, so I had to speak to another lady who was less than accommodating. I explained the entire ordeal AGAIN and I told her that I wanted her to cancel whatever provisional booking she had in for me and my partner and to release the money they were holding. She said that she could not release the money as they had not charged our credit card. I explained that I was well aware that they had not charged our card, but that Air France was ‘holding' this money and we were unable to access it, so they should release the ‘hold'.

During the course of our hour long conversation, I asked her several times to contact whatever bank they used and give them the transaction code and release the money, which she eventually did after approximately 50 minutes. She attempted to tell me that she would cancel the flights for me, which she would normally not do as I had made a contract with City Jet.

Obviously, these flights had been booked for me, without my knowledge. Had I not found out when I did – would City Jet have told me or would they have waited until the flight had gone and charged me anyway as I didn't cancel??? How could there be a contract when one party has told the other that the transaction was DENIED!!! I then read to her the details of the ‘Liability' section in the ‘legal' section on their website, which goes as follows:

"A binding contract in relation to a ticket is not formed until Cityjet accepts a customer's offer to buy a ticket. An offer will be deemed to have been accepted by Cityjet once the customer is in receipt of a booking confirmation. Prices are subject to change at any time before acceptance by Cityjet. All flights and products are offered subject to availability.

Notwithstanding the foregoing, in the event of a genuine website error or inaccuracy, Cityjet reserves the right to withdraw an offer immediately and without notice. Cityjet reserves the right to cancel all confirmed bookings that are subject to genuine website error or inaccuracy. In the event of such cancellation Cityjet's only liability shall be to refund the ticket price paid by You. You agree that this is fair and reasonable in the circumstances and your continued use of the Web site indicates your agreement with this specific provision."

I took exception to the following part: “An offer will be deemed to have been accepted by Cityjet once the customer is in receipt of a booking confirmation.” I read this to the customer services agent, and yet she still tried to insist that I had a contract with City Jet, even though this directly contradicts the liability section of their website. I asked her to explain how I had a contract as the above terms as stated in the ‘liability' section on City Jets website were not met – she had no answer for me.

I asked again for her to explain to me exactly how I had a contract with City Jet considering they had not taken the amount of money initially requested by them, before declining the transaction, but they took and held the price of a ticket for 1 person only. Surely if we were to have a contract, City Jet would have just broken it. I told her that a contract had to be agreed by both parties, and I told her that if she wished to go down a legal route, I would be more than happy to do so, as there is absolutely no contract, nor was there ever and she could not prove anything; and she continued on to change the subject.

Again, had I not discovered this request for payment made by Air France to my bank, I would be none the wiser – there was no contract! I explained this to the customer services agent, at which point she implied that I was lying as she said several times,"‘I just don't understand why we would hold the money on your card," and yet she refused to get in touch with her bank until the end of my conversation with her. I explained several times that my bank had given me a transaction code, which proved that her bank was holding funds from my credit card.

During the course of the conversation, I asked her several times to just contact her bank, as she was talking over me and was becoming quite rude. Up to this point she refused to acknowledge that Air France were holding my money. She insisted that it was my bank. I again re-iterated my request that she please check with her bank instead of arguing with me as I had now checked this 4 times with my bank, who gave me the transaction code which proved that Air France were holding my money.

I repeatedly asked to speak to a manager but I could not as the manager ‘would not help me' (her words, which she quickly retracted and said ‘could not help me) and guess what – the manager was just going into a meeting! She insisted on talking over me and continued telling me that my bank had to cancel the transaction. My partner got on the phone to our bank while I was on the phone to the girl from Air France and told them what she said – they said again that as the request was made by Air France, that Air France had to cancel the request.

There are a limited number of days that a company can continue holding money on your card without accepting or denying a payment and eventually the money would be returned to you, but this was not acceptable to me as I still required this money to book flights. All Air France had to do was ring their bank and cancel the transaction and it would happen immediately, as we were told by our bank.

I kept asking her to please just contact her bank with our transaction number and they could chase it up, but she wouldn't do this. She kept implying that there was no way they would just hold money on someone's credit card without their knowledge. When I said that I could 100% prove to her that Air France was holding money on my card, and that they couldn't go around holding money on credit cards without their own bank being aware of this. Surely their bank HAD to have some record of it.

Eventually she conceded and said she would call the bank and check. I later got a call from her supervisor, and she told me that the bank did indeed find the transaction and they would release the ‘holding' money. Maybe its just me, but personally I do not see the need for a 1 hour long conversation whereby it is implied that I was lying or that my bank was making it up, when a simple phone call which took a matter of minutes to Air France's bank with the transaction number I provided would have shown that I was not making this up.

This supervisor told me that she had been filled in about our case, and yet when I asked her how is it legal for Air France to do this to me; she didn't seem to know what I was talking about. I just didn't have it in me to go through the entire episode again, so I left it at that – they were indeed holding money on our credit card, without our prior consent, or a lawful 2 party contract and they would release the funds back to their rightful owner – ME!

What I can gather is that Air France take your credit card details when you try to book on-line, hold money on your credit card for your ‘provisional' bookings which you are sent no notification or confirmation for, and then charge you for either canceling your flight when you eventually realize what is going on, or charge you for not turning up for your flight!!! I really think that it is absolutely outrageous and had I not noticed what they I had done, I would have been out of pocket €119.70.

I received no real explanation – I was told that it was ‘technical' and they probably wouldn't be able to explain it to me, while the 2nd lady I spoke to was implying that I simply must have concocted the whole ordeal in my head as she couldn't possibly just pick up the phone and call her bank. We have received no apology for this.

Had it been the other way round and I had taken something from Air France without their prior consent, no doubt the boys in blue would be knocking on my door but it doesn't work that way for the average Joe. I believe that us average Joe's have to look out for each other, especially these days when money is scarce, so please be careful out there – even companies that you may think are reputable are not too slow when it comes to scamming us.

I wonder is this accepted business practice by Air France? I wonder would Air France have eventually contacted me to let me know they were holding money on my credit card? I wonder do Air France normally book provisional seats without a method of payment? I wonder would Air France have eventually charged my card without my knowledge, and later told me that I missed my flight when I inquired as to where my money had gone? I wonder why every time I asked to speak to a manager, my request was denied and I was told that they were in meetings?

I wonder why it took 4 phone calls to different people at Air France before they eventually picked up the phone to check with their bank, instead of implying that I was a liar? I wonder that if the same situation were to arise in a different scenario, say a shop and I hand over money to the shopkeeper to pay for goods. He declines to sell me anything, but holds on to my money and tells me that he will decide in a few days if he will accept and sell me the goods after all – would this be theft? I don't know if Air France has broken any laws – most probably not, but the question I think people need to ask themselves is: are Air France's business practices ethical, moral and honest?

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A Pleasant Surprise From Air France Crew
By -

I often fly with Delta and Air France. I've had quite a high number of bad experiences with both airlines and I am glad I can share a pleasant experience for once. I recently flew from Bangalore to Paris CDG, and then Paris CDG to Atlanta. I was originally in India for 10 days. But I caught typhoid fever and was unable to travel. After I was finally allowed by doctors to travel, but still on medication and exhausted from two weeks of disease, I decided to fly back home.

I get on the plane in Bangalore and as I am heading towards my seat a flight attendant asks me if I speak French. I tell her I do. She then answers in French "you'll be sitting soon and will be able to sleep and rest". I was surprised by her comment (I hadn't let the airline know about my being sick) and speechless. She then added "you just look so tired..." I let her know that indeed I am exhausted because I have been sick for two weeks and was supposed to fly back to the US much earlier. I then proceed to my seat.

5 minutes later the same flight attendant comes to me and asks me if I mind telling her what I have. I let her know I've had typhoid fever. After reassuring her that I was not presenting a risk to other passengers anymore she asks me what it is that I would need the most to make the flight as easy as possible on me. She offers me extra blankets and pillows.

She asks me if I need a lot of water (indeed I am supposed to drink liters and liters for my kidneys to properly function). She lets the rest of the crew know about my condition and they all came and checked on me during the flight. They gave me 1.5 liter bottles. They also moved the passenger next to me to another seat so I could lie down. When I was not drinking enough they would gently remind me that I needed to drink more.

I was extremely touched by their kindness. I was nervous to get on two flights for a total trip of 24 hours while still being very tired. They made it so much easier on me (without me mentioning anything about my condition or asking for anything, everything they did for me was their own initiative). Before landing in Paris they checked again on me and asked me to let the next crew know about my condition.

So when I arrived at my gate in Paris to board for Atlanta, I went to the Air France counter. Although I had a seat they couldn't change because I had purchased it with my miles, they still moved me so nobody would be sitting next to me. The crew also offered me bottles of water. They were all very nice.

Maybe not as sweet as the crew on the Bangalore-Paris flight who was as caring as my own mother, but still very nice. I have to say that after all the unfortunate experiences I've had with Air France for the past 20 years, I was very surprised and glad to be taken care of in such a sweet way by the Air France flight attendants.

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Travelling With Pets
By -

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.

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Reimbursement
By -

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!!!

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Advertisement
Do Not Trust This Airline With You Child or Your Luggage! Awful and Uncaring People!
By -

SEATTLE -- I have had many VERY positive experiences with other airlines so I do not complain easily. But Air France is easily the most irresponsible and uncaring airline I have been involved with. My 14 year old disabled niece used them and we all had a terrible experience. First off, she can walk but in pain, so we arranged with **, their disabled service, for her to be picked up and taken to her connecting flight in Paris, where she had a scheduled transfer. No one was there to pick her up and nobody helped her. She had to make her own way (in pain mind you).

We specifically had reservations made understanding that they had an unattended minor service available, as this was our niece's first time traveling this way and this was an international connecting flight. We knew we would have to pay 90 Euros for the service which was not a problem. At the last minute we were refused this service because the arriving plane was 1 hour 10 minutes before the next departure and they have a minimum 1 hr 15 minutes. We were told we could always rebook. We did not need the transfer help because she is disabled and already supposedly had that service. We just wanted someone to look after her for goodness sake!

The worst: She goes missing and nobody seems to care. We wait, and wait, and wait, at the airport and she does not show up. 45 minutes after landing the flight crew came through and we spoke to them. Nobody had paid attention or could remember her despite the fact that notes were made to the attendants that she was on the flight. They then told us that everyone was through customs and they were the last and panicked us!

I went upstairs to let Air France know that our 14 year old niece did not arrive and we had heard nothing from her. The manager was extremely dismissal. Said that "she is probably still in customs" and then turned back to his work. I had already told him that his crew had told us that was not the case. As it turned out she was indeed stuck, with their darn own customer service as they had lost all of her luggage! Do you think he would call around and check?

Our niece is very confused when we finally find her. So I go back upstairs to what should be a fairly routine discussion about what the procedure and situation is with the luggage. Once again the manager was short and unhelpful. All I wanted to do was find out what was going on, how it would get to us, etc. But he said they "had already discussed it with our niece" (who was confused beyond reason) and was put off that we needed to discuss it further. He told me "It is not a big problem, this happens all the time!"

That was not the end of it either. Their baggage "customer service" is equally inattentive and on the edge of rude. My family often flies international and we have never experienced this kind of detached and unhelpful service in all of our travels. Worse even than third world airlines! My advice, unless you have a sadistic bent STAY AWAY from this airline! Awful.

Replies
Quality Of Service Of Air France Or The Lack Courtesy
By -

WEST LAFAYETTE, INDIANA -- Traveling by Air France is a nightmare since all planes land in Charles De Gaulle airport which is a maze of scenic fiction proportions, with no land crew help and very poor directions written or otherwise. Coming in you still have to stagger miles, go down stairs with hand luggage, catch shuttles, trains, escalators, then do the whole thing yet again, just to arrive after you are taken by bus through meadows, hills and vales, to your aircraft which is parked right next to the one you have arrived with.

If you are fortunate to see someone in uniform that should help you and ask them for information, you get the rudest way of telling you that may be you should go that way, meanwhile time is passing by and you might end up missing your connecting flight. Mind you this takes like 2 hours, and here you were thinking that may be you might have time to visit the restroom, have at least something to drink, since all water bottles and others are thrown away as soon as you hit one of the checking in points, thus you arrive panting to the aircraft, thirsty and sweating.

All this of course might sound like griping but it is not. I am diabetic and need to take medication at certain times, as soon as we boarded the plane which was idling for the longest time I asked for water to take my medication which is important as I do not want to faint or go into any kind of unfortunate situations where I might probably be kicked out of the aircraft with nary a glance. What I got was a frosty glare and "One Minute" as if I was a kid asking for candy, or something frivolous. So I had to go myself see the person in charge, explained my predicament, and got my water. I guess they are taught to treat us passengers one and all as recalcitrant kids to be disciplined firmly.

Another thing about which I have to complain is the food, I ask for vegetarian food on long trips, well the swill I got was non edible and when I asked for at least one more piece of bread again I got the inquisition about why I needed the bread until I made it clear that the food was totally non edible so I was trying to have something to eat for a trip which was to last 8 hours. I mean come on I have paid for my ticket and that is the least they can do. As for my request that they ask the kid sitting behind me who kept on kicking my seat repeatedly for 8 hours, all I got was "Madame, do you not have keeeds???" Yes I do but what has that to do with my case???

I did try to reason with the mother of said kid but I think she spoke no known language so I did try to make her understand by hand gestures to ask her kid to stop kicking and screeching at the top of his lungs, but to no avail, and when I asked the stewardess that was what I got, as though I had asked her for something unreasonable. Just a thought, a decade ago the airlines had smoking and non smoking sections, now that all flights are non smoking I would suggest they create a children, no children sections for all of us who have raised out kids, paid our dues and need to travel without going through all this every time we step on an aircraft.

This is all for now. Lesson to be learnt, courtesy is not a sign a weakness nor are we paying customers supposed to be treated like cattle just because we travel coach. After all as I mention we have paid for our tickets and this is the least we can expect.

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Theft from checked-in baggage
By -

I had checked in a bag (Baggage Tag No.: DL808436) on 26th October 2007 from San Diego to Chennai per the following routing: (i) SAN to ATL by DL0720 on 26 OCT 2007; (ii) ATL to CDG by DL0028 on 26 OCT 2007; (iii) CDG to MAA by AF0204 on 27 OCT 2007.

When I reached CDG on 27th October, 2007, I was informed of a strike by a section of Air France employees, because of which AF0204 was cancelled. I was rerouted to Mumbai by AF0134 that left CDG on 27th October. Upon my arrival in Mumbai, I noted that my baggage had not arrived. I filed a missing baggage complaint with Air France in Mumbai airport, and was provided with a copy of the Baggage Declaration Certificate.

After considerable communication with Air France and considerable hassle, my baggage finally arrived in Kolkata from Chennai on a Jet Airways flight (with Rush Tag No. **) on 5th November 2007 evening. Upon opening the suitcase, I found that the new Panasonic digital camera (Price: ~ USD 300; copy of receipt was sent to Air France) which was in its original packaging and kept inside the suitcase was missing.

Please note that (i) I had declared the camera in the customs declaration form that I had filled at the Air France counter upon my arrival in Mumbai airport; and (ii) I had listed this camera in the Inventory Form that I had filled and faxed to Air France offices in Delhi and Kolkata. I had called Air France's Delhi and Kolkata offices this morning and had informed them of this missing camera.

On November 6, 2007, I faxed a letter to Air France's Mumbai office. On November 28, 2007, I received a letter from Air France stating that the General Conditions of Carriage incorporated by reference on my ticket advices passengers not to include cameras in checked baggage; therefore, Air France cannot accede to my request for any compensation. I find this explanation wholly unacceptable for the following reasons:

(1) Just as a list of prohibited items in cabin baggage is explicitly provided on the ticket jacket, such a list should have also been provided on the ticket jacket with respect to checked baggage. Referring to your “General Conditions of Carriage” in fine print on the ticket jacket is tantamount to cheating your passengers.

(2) If a camera is disallowed in checked baggage, this should have been ascertained from me, even if verbally, at the time of checking in. This was not done.

(3) My checked baggage did not arrive upon my disembarkment in Delhi on your AF-134 flight, and remained undelivered for about 10 days, ostensibly because of a strike by a section of your employees. During this period, you were the custodian of my checked baggage. Since my suitcase in your custody was vulnerable to pilferage by your staff because it was lying in your baggage hold for an extended period of time due to the strike, I would like to know what additional precautionary measures Air France had taken to prevent theft from checked baggage of passengers during this period of the strike.

Air France ought to accept responsibility for theft of items from checked baggage of passengers and compensate passengers for their losses.

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Customer Service
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SEATTLE, WASHINGTON -- This review is regarding the poor customer service of Air France. My parents-in-law travelled from Chennai to Seattle with Air France on Oct 26-27, 2007. Unfortunately because of the strike, their flight from Paris to Seattle got cancelled. They were stranded in LA airport for a night before they got the flight to Seattle. My mother-in-law could speak little English and that helped her in managing the situation. With all these delays and cancellations, to add to the agony all of their baggages were missing.

When they landed in Seattle, we wanted to file a baggage claim with AF. There were no one in the AF counter in Seattle. Then we finally filed a complaint with Alaska Airlines (the last airlines that my in-laws took) and returned home. My mother-in-law is not used to western clothes. She has been using the clothes (3 sets) that she brought with her in the carry on baggages. We have been washing these clothes every 3 days and using them. Obviously we cannot continue doing this for months to come.

We were calling the Air France and Alaska airlines every day. Their customer service representatives are really mean and rude. Fortunately, yesterday one lady gave me some information on the baggages. She was nice and so unlike the other staff members. She asked me to call Alaska airlines and request them to place an order with AF using reference numbers that she gave me. I then called Alaska airlines and conveyed the message. They told me that they would follow it up.

Today I called AF to check on the status. This time it was one of their rude staff. I explained her the situation and asked for the update. She bluntly told me that she did not have any information and we need to communicate with only Alaska Airlines and they have got nothing to do with it. I told her that the other lady could give me some useful information yesterday and why not her.

She replied back saying that the other lady should not have helped me at all. Above all, she was interested in getting that nice lady's name so that they can take action against her (Because she was nice and giving me the information). When I started asking her name, She was rude and started yelling at me. Then she hung up on me without even listening to me.

After this phone call, the AF customer service reached a new height. I tried to calling them again, hoping that I would get to talk to that nice lady again. This time the same rude lady picked up the phone. She told me that she would be happy to connect me to her supervisor, who was more rude than her. When I was requesting him to talk to me in a rather friendlier tone, he told me that it is his way of talking to people. He was extremely rude and he also hung up on me. No apologies, no explanation. I am wondering whether the rudeness and the poor customer service runs in each level of their hierarchy.

After all these phone calls and frustrations, I am giving up my hope of getting those baggages. I wish that I could alert every international traveller about Air France's poor customer service and ask them to avoid their service. Personally I will never fly Air France.

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Advertisement
Air France - Flying and Lying
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If you're going to fly Air France, remember to bring a hidden tape recorder. That's because many of the promises you hear won't be honored. I can only point to my own experiences as an example. On a recent flight from Pisa, Italy, to New York with a connection in Paris, the first lie was told in Pisa. The Pisa Paris flight was late, and both my family and some other Italians making the same connection feared missing it.

"Don't worry," said the agent at check in. When you arrive in Paris, there will be an Air France agent waiting for you as you debark, and a special minibus will take all of you to the waiting flight to New York." Wow. Three lies in one sentence. Needless to say, no agent was waiting, there was no special minibus, and the New York flight did not wait. I told the agent I was a type one diabetic, and that surprises tended to create problems. She assured me that a special message would be sent to Paris just for me. Another lie.

The plane hovered around a lot before landing, eating up another forty five minutes. As we disembarked, an Italian couple joined us in the race to the gate when we found no one there to help us, and no minibus. My wife, who has never traveled alone, was stressed looking after our two toddlers, and this couple became very helpful. After nearly another half an hour of brisk exercise, we arrived at a customer service desk. Feeling faint, I stressed to the agent that I could be in big trouble with the diabetes, and using a portable meter, measured a drop of blood in front of him. Seeing 45, when normal lower limits are 80, I implored him to call me emergency medical services.

"When we finish re-booking the rest of these passengers," he said. My new Italian friends rolled their eyes, and said to me in Italian, "this is criminal..." In fact, in Europe, refusing aid to someone who needs it, is. But one of the things that happens to some diabetics in crisis, like me, is a sort of apathy. I simply didn't care. Twenty or so minutes later, as I began to see colors, and the voices around me started to develop hollow echoes, I began to panic. I begged him to call emergency medical aid a second time, and stressed to him that it really was an emergency.

My slurred speech may have had some effect, but all he called was a wheelchair attendant, who sped me through the checkers, thankfully after grabbing me a sandwich at a fast food place, and onto the plane with a special elevator truck. Although I managed to eat the food, I still only came back to my senses after the plane was in the air. My wife and children were next to me, in tears.

Customer relations, aside from being only accessible by mail, informed me that they would investigate. Subsequently, they contacted me to say that as a result of their inquiry, they'd found that the agent at the customer service desk had suggested to me that he call emergency medical services, and I'd refused. The wheelchair attendant had asked me if I wanted to be seen by a doctor, and that also then, I'd refused help.

The Italian couple stayed by my side until we passed them in line waiting to be checked, because of the privilege afforded by a wheelchair, and saw and heard everything. They have promised to testify to the refusal of aid. It is only through this unexpected stroke of luck that I have a prayer of demonstrating the truth to the civil aviation authorities investigating this matter. Otherwise, as Air France probably knows through extensive experience (visible on the web, search Air France Complaints), it would have been just my word against theirs.

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Lost Luggage
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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!!!

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74 reviews & complaints.
Contact Information:
Air France
142 W. 57th St., 18th Fl.
New York, NY 10019
01-41-56-78-00 (ph)
212-830-4000 (fax)
www.airfrance.com
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