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.
ONTARIO CA -- Very bad experience with Air France. Suffered a lot with 1 year old daughter. All her special prescribed food was delay by 3 days. We bought $2,100 each ticket to go to India for only 12 days to attend brother's marriage and this is what we have experienced with Air France.
Experience while going to Delhi. Left Toronto on 23rd of Dec, 2007 in flight # 353 to celebrate Christmas with family and to attend brother's wedding on 26th of Dec. Connecting flight # 148 from Paris to Delhi was cancelled just 30 minutes before boarding due to short technical staff. All 5 checked in baggage were thrown out in some other terminal in Paris.
After standing in line for 5 hours we were told to collect our baggage from some other terminal and go to third terminal and take a flight to London and from London to Delhi. This is the best option they had for passenger with small kid. Help was refused when asked Air France to move those baggage to the terminal where we had to take flight to London.
With one year old daughter, 2 carry bags and one stroller we took 1 bus and one train to collect our 5 thrown baggage, took 1 hour to locate them on the floor. Took train again for other terminal with 7 baggage, one year old daughter to catch flight to London. After standing in line for 3 hours we were told that London airport is closed. Baggage were checked in for India and we waited for 3 hours for London Airport open.
After spending 14 hours at Paris Airport with small exhausted daughter we again went to Air France counter. This time we were told to take indirect flight via Bombay next day. After many request we finally got direct flight next day to Delhi. When we arrived at Delhi 4 out of 5 checked in baggage were missing. Took 2 hour to make missing baggage report. Next day after many calls we were told that only one baggage has arrived and we have to come to the airport to identify that baggage. We drove 1.5 hour to the airport. This was our Christmas morning when we were at the airport.
Day of my brother's marriage for which we specially went, we still had 3 baggage missing. All our clothes, gifts, baby food and wife's jewelry were in that. Next day we were told that they will deliver 2 more baggage to our home. 2 more baggage arrived after my brother's marriage. Final baggage arrived 3 days after our flight landed.
Experience while coming back. Flight was 2 hours delayed from India. Connecting Flight from Paris was also delayed. Arrived Toronto and one baggage out of 4 were again missing. Air France is still unable to locate that bag which has some important papers and my wife's jewelry.
DUBAI -- Our belated honeymoon from Rome turned into a complete disaster thanks to Air France. Returning from Rome, my husband flew Air France via Paris and onto Dubai where we currently reside. In hindsight we should have both flown BA as I did with our toddler. Neither my bags from the BA flight or my husband's materialized that evening.
Mine were delivered the following day, but three weeks later my husband's have still not turned up. No one seems to know where they are, no seems to care. After numerous trips to the airport my husband was on his third visit advised to check through the unclaimed baggage room. It was horrendous, thousands of unclaimed bags, but not ours unfortunately.
After three weeks Air France have offered my husband zero compensation. The supposed Customer Service Executive responded to one email and is now on two weeks vacation. Quite frankly no one at Air France gives a damn. What is so upsetting is that my wedding dress had gone into my husbands bag and is totally irreplaceable. Not that we have been offered any form of compensation in any way, shape or form.
There are hundreds of stories like these on the net. Take my advice and do not under any circumstances travel with Air France. Not only have they LOST our bags there has been no apology or any effort at all to do ANYTHING to help us. They are the most diabolical airline I have ever traveled, and we travel often. Totally appalling. I am so upset about the way we have been treated that I could weep.
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.
My son and I had tickets to fly Air France from Italy to Dublin. When we arrived at the airport my son didn't have his passport so a) they wouldn't let him on and b) they told him he needed another ticket. He then paid for a one way ticket to Dublin, retrieved his passport and we linked up in Dublin.
When it came time to return, he went to check in and Air France said, because he didn't use the first half of his ticket, they canceled the return ticket. So he had to purchase another one-way back to Italy. We were never told the return ticket would be canceled. If so we would have purchased a much cheaper round trip ticket in Italy. I purchased a ticket to Dublin and the return flight back. They wouldn't let him on the 'to' part, and I now want some level of a refund. Any advice?
I am amazed that after losing my luggage in Mumbai last August travelling with Air France and spending five days waiting for it, and not claiming any money for clothing as it is a complex process, Air France did it yet again last week on my flight to Chile. Both were Business Class and both were experienced as 'couldn't care less' by Air France. The passenger in front of me in Manchester Airport checking in was also travelling to Chile and his luggage got there fine but not mine! The logic of losing it then makes this difficult to explain.
My first onward trip to Patagonia kayaking in the mountains was also spoiled to some degree by not having clothing and some equipment that I couldn't carry on board. I was then speaking at an important event in Chile and my smart clothes of course were still not there for my first day... Four days later... Very poor service and no one seems to care. In India the case arrived at 11.30 pm one evening yet it only got to me at 1 pm the following day! "The courier got a flat tire" said Air France ground staff! Really?
Friends, if you want to arrive with your baggage, don't fly with Air France. Ever. Because if you do, when they lose it, you'll then enter the hell of their specially designed "no customer service" routine. You know the game. You call the tel #. It connects. Then you wait 15 minutes to speak to someone who can't help and sends you to the website. The website tells you your baggage is lost (thanks for that!) and you have to submit more written notification to Air France. Air France local sales office deny all knowledge and tell you to call the #.
Repeat until you have a heart attack or give up exhausted. Air France don't care which. Really, they don't. My baggage was last seen Dec 22 in Paris. May it rest in peace along with the family Christmas presents it contained and test coursework...