Air France Complaint - Lost Luggage NIGHTMARE
1/1/2011 I have NEVER experienced the kind of customer service nightmare I am currently going through with Air France. We flew from San Francisco to Barcelona on Dec. 23 with a connection at Charles De Gaulle. Due to bad weather in Paris, our flight out of SF was delayed for 5 hours. When we reached Paris, 3 flights to Barcelona were cancelled, so our baggage was at CDG for over 5 hours. When we finally landed at Barcelona at about 11:30 pm, our luggage (and that of most others on the plane) was not there, even though they had 5 hours to transfer it from one plane to another at the same terminal. After literally dozens of phone calls to Spain, France and the US, and constant checking online, we still do not have our bags, after 7 days! They initially promised it within 24 hours, yet everyday their answer was the same: "sorry, no information". They consistently refused to answer whether the luggage had ever been scanned into CDG.
I am an insulin-dependent diabetic and did not have enough medication to last the entire trip in my small carry-on bag. I explained this to them immediately, and it was noted in the file, but they gave no extra consideration to this, even though it constituted a medical emergency for me.
This morning they reportedly found one of the three bags and it was supposedly out for delivery at 8:30 am, but it is now 11 P.M. and still no bag. They promised that it would be delivered by private courier given the medication inside, but instead I have now been told it is on a huge truck, and they refuse to provide the name of the service so that I might avoid having to waste ANOTHER entire day of my vacation waiting at my rental apartment to be sure I don't miss the driver.
I have received nothing but officious, rude service, and outright lies from nearly everyone I've dealt with at all levels of Air France -- no firm answers, no apologies, no accurate information -- just continuous delays and hours waiting on hold. NEVER AGAIN WILL I FLY THIS ROTTEN AIRLINE!