Air France Complaint - Missed flight and terrible service
We (there were 17 of us) were flying on Air France from Rome to Philadelphia with a 45 minute stopover in Paris. Before leaving Rome we were delayed in Rome for about an hour because "some luggage hadn't made it on the plane". During the flight we asked the flight attendants about our chances of missing our connecting flight because of the delay and because we only had 45 minutes to catch the flight to begin with. The flight attendants offered no assistance. Upon landing we discovered that the gate we needed to get to had been temporarily moved, and that we had to allow for 45 minutes of foot travel just to get to the gate. At this point most of us knew there was no chance of making the flight, but we tried! Without the help of signs or any assistance from air port employees we managed to make it to the gate (after passing through 3 unnecessary check-points) only to find out the plane had left 20 minutes before we got there.
Their option for us -- to put us up in the airport hotel and take a flight the next morning (20 hours later). They also offered us a free sandwich and a soda.
I consider this to be totally inadequate customer service. They actually told me that their only responsibility was to get us from point A to point B with the amount of time to accomplish that not factoring into the equation.
In the months following I attempted to get some compensation, as we had taken a flight into New York the day of the fiasco and had rented a car and driven to Philadelphia. My attempts met with nothing but rigidity and unhelpfulness. I asked for specifics of the original delay in Rome and this time they cited "security issues" but would not specify. When I mentioned that even if the flight had been on time in Paris we would have had difficulty catching the connecting flight because of the relocation of the gate and the time required to just get there being equal to the time we had to catch the flight, they offered no explanation.
Air France proved to me they care nothing about the people they are supposedly servicing. Their customer service is an abomination. In fact it was so bad I wouldn't be surprised to hear they've gone belly up; at least that would explain why they obviously didn't care about service - their game was already up.