Air France Complaint - Do not trust this airline with you child or your luggage! Awful and uncaring people!
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 "Sapir", 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 sakes!
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 proceedure 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 unnatentive 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.
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