Air France Complaint - Customer Service
SEATTLE, WASHINGTON -- This review is regarding the poor customer service of Air France.
My parent in-laws 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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