Air France Complaint - Rude, horrible customer service, arrogant beyond belief.
I flew from America to Paris with Continental Airlines, landed December 30. 2009, and flew from there to Oslo with Air France the same day. Upon arrival in Oslo my bag doesn't show up, and I file a missing luggage-report.
Because of new-years I wasn't able to get a hold of the Oslo service-desk until Saturday, when she could tell me that they found my bag: Air France sent it to Mumbai, India. She told me it would take a few days. I called Air France to find out if I would get some sort of compensation: I had no warm clothes or anything at home. And the temperature was -20 celsius. A woman at Air France service told me that no, I was not entitled to any compensation as long as my bag was located. Great. She filled out her form with all my information about me and my bag and told me she would send Mumbai a "message" to send me my bag.
On Monday I call again, to see when I can expect it. "Nothing new" the lady tells me. -"Nothing new?? what do you mean, my bag is supposed to be sent by now!" It hasn't, and she can't even really tell me why, she doesn't know! She's guessing that they're waiting for a confirmation that the bag really is mine.
My name is on the bag in two different places, one of them very secure. This sounds odd to me.
But she tells me again that she will send them a message and ask them to send me my bag.
I call again on Tuesday: same story. I ask the woman if they can't call them instead of sending them these "messages", talk to someone at they're office in mumbai. -"No, we don't have their number." _"uhm.. okay, well it has to be online somewhere, on a website maybe?" she says: -"we don't have an internet access."
i call a little bit later the same day when I discovered that my homeaddress was misspelled, but this time Air France tells me that Continental airlines has my bag, and that mumbai are waiting for an authorization from them before they can send my bag! I tell him that this is news to me, and that I will call Continental and see what's keeping them.
I talk to a very nice woman at Continental and she asks me if I want her to call Mumbai (!). sure! She calls them while I'm on hold for a few minutes, and when she gets back to me she tells me that a representative from Air France came and physically picked my bag up from their office on Sunday 1.January. and after that there are no messages in my file saying what's been done with it.
she can also tell me that Air France hadn't sent the proper message, they were supposed to send something called an "official request on hand" or something, and told me that I needed to ask them to do that.
She also adviced me to ask them to call their own office. She was horrified when I told her how they responded to that request. she also told me to ask for a supervisor.
I call up Air France, and a new man at the service desk starts listing all my details. I try to tell him it's not necassary, since I talked to them 20 minutes ago, he arrogantly responds: "okay, miss, let me do my job, okay? will that be allright with you? okay." (in a french accent)
After he's finished listing all my info, and I've confirmed, I tell him the news I got from Continental and what she told me Air France needed to do. He interrupts several times with: "Thank you for telling me what to do" in an extremly rude and sarcastic tone. He refuses to let me talk to a manager, when I ask him to please call their offices he replies: "I've already told you, miss, that's not how we do it here!"
I'm obviously getting nowhere with this guy so I give up.
I've called again today, Thursday, "no news". my bag is still in Mumbai. They can't tell me anything. Except that it's confirmed that it's mine.
They already told me that on Tuesday.
She gave me a phonenumber and a faxnumber for Mumbai airport.
None of them worked.
I can't find any other number for Air France, I've tried to send two messages to Mumbai airport, no response.
I don't know what to do..
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