Air France Customer Service

The worst Customer Service I have ever experienced from any company. Rude impossible to speak to anyone and impossible to resolve issues. They simply close unresolved issues of their own accord without resolution. Customer Services number doesn't actually take you through to Customer Services - instead it is 'fielded' by their bookings team who refuse to put you through to a Customer Services operative. I did not know that any company could have a Customer Service department that had a policy of not being reachable by customers. Sums up their level of service in every way.
WARNING: on submitting a claim they write to say they cannot progress it until they have your bank account details so please provide- logical enough if one is expecting the claim to be processed and reimbursed as submitted. When they then pay in a fraction of the claim amount in settlement they tell you that provision of your account details at the outset was acceptance of the claim ( even although no offer had been made at the time of providing the details) Surely this must be illegal?

Air France and klm have terrible customer service, both by phone or any electronic means.

Air France, Frances worst airline, avoid AF and CDG airport
Spoke to air france before my flight, reassure everything was fine. At my transfer, was not allowed to board my flight on AF. Issued that was cleared was not. Mix info. Missed my flight, on return because I booked round trip on AF (mistake). I had already talked to AF about using my return flights bc yeah I was already 1/4 of my flight in. We'll upon return, issue that was cleared, was not cleared. Bc AF made me miss flight 2/4; I was charged $500 to use my remaining flights; but it took me up to the departure time before they would clear something that I cleared prior. Horrible people, horrible airline

Very bad customer service in all the areas, call center, web page and at the counter desk.
AF174 flight on March 6th. They destroyed my luggage and the airport clerks at the Mexico City airport just wanted to get rid of the many customers which were trying to claim something. Just to get rid of teh passengers they wer handling a report number with an unknown text they filed and they suggested to call a local calle center which, as expected said that they wer not addressing luggage damage reports. Try with www.airfrance.com and good luck!
AF does not care about its customers. Once you paid, the problem is passenger's. They never compenate any of their faults. They simply ignore the customer, since they already charged him/her.

Orribile. Cancelled fly in Venice. 180 People in need of hotels, meals new boarding cards and only 1 counter open. About 2 hours to get info. They Just show careless about their client.

I had three flights with Air France from 16-25/26 November. All three were delayed, all three were shown as being "cancelled" when they were not actually cancelled (the flight number was simply changed), couldn't get my boarding pass before going to the airport (app problems), one sink on the plane was filled with vomit on an overseas leg, they refused to check my bags through to my final destination so I had to go through customs in Paris, collect my bag, leave the airport only to check in again, go through customs again... to sum up: terrible service in addition to delayed flights and confusion/stress about whether the flight was actually cancelled or not. Do yourself a favor and fly with a more reliable company.

Pathetic service from a canceld flight. Staff think they doing you a favour. PATHETIC POOR SERVICE.

My experience with Air France it was the worst experience in my life I traveled with them on 7/3/2022 I checked with them all my luggage 8 of them that means I had on just my wallet and passport they had my luggage delayed for 13 days contacted their costumer service no one replayed until 07/21 of course no help I had so much expenses for this delay and they didn't give me compensation because they were saying they need receipts for my expenses of course I traveled to Morocco they don't give receipts where should I give them those receipts from it wasn't enough for them they had all my luggage for 13 days

The whole attitude from Airfrance employees is despicable and outrages. The worst kind!

My name is Anda Petrescu and I want to file a complaint against Mr. Joffrey Hebert who acted very disrespectful, unacceptable and out of the ordinary:

The moment I was doing the check in for my flight which was operated by KLM, a very gentle and cooperative man named Papa informed me that "customer service" changed my flight to AirFrance due to the lack of time there was for my connecting flight because of the delay flight.
He accompanied me all the way to AirFrance's desk where a young lady was assisting me. I had to pay extra for my luggages and I provided her my debit card. She swiped the card on the payment terminal and I followed through on the payment including putting my personal pin. Apparently the system wasn't working and the lady, while holding my card, started talking on the phone with someone while calling out my card's number, name and security number without me authorization and not even explaining what she was trying to do. I asked her as a favor to not do that because it's not ethically correct and I do not agree with that action of supplying the security data of the card.
The lady got mad, left and a colleague took her place.
Mr. JH comes up to me and tells me that his employee started crying because of me and as a consequence, I will not be allowed to get on the aircraft and that I need to find another airline to get to my destination because in AirFrance o KLM, they won't let me board.
I had to go down and pick up the luggages with assistance of the man who helped me at the beginning. I had to buy another flight with swissair and I saw myself obligated to stay the night in Geneva.
I'm almost 50 years old, I've traveled for a long time now and nothing like this has ever happened to me !
I believe the reaction of the manager should be very different, apologizing for the inexperienced employee since I am at no fault of the bad day, the sensibility of the lady or maybe the little experience with customer service.
Apart of the many inconveniences that you created for me with detaining me another day in Geneva, I had to pay another flight and hotel, something that you should compensate.

I thank you in advance,
Anda Petrescu

Air France - Airline tickets App
I've never seen anything so dysfunctional as this app. We are two passengers, but can only have one seat without paying extra for the second seat. Normal seats, mind you. So, we paid for another seat, although they were already paid with our initial purchase of the round trip. Completing the complaint form also did not work because some fields in the form were unresponsive.
Once we are back in Germany, they will hear from us what garbage this app is. It's inexcusable that passengers get messed around so badly during their travels with while simply phoning the airlines gets you nowhere without jumping through dozens of hoops-practically impossible while travelling on working just from your phone

Your policy indicate 1st check bag €75 up to 23kg and carry on bag: no fée up to 12kg. At Charles de Gaules last sunday your agent put my carry on on the scale plus my hang bag and my apnea machine. Then she said I was over weight. Yes indeed I was because of the accumulation of my hand bag and my machine. I do not understand why the agent has the power not to follow the bag policy. I was charged à penalty of €100. I hope to hear from you very soon because I will not tolérante the behavior. I travel since 1971 no airline never ever weight my hand
bag. I need à good explication. Thanks

When I flew on an Air France plane from Paris to San Francisco, AF0082, On October 2, 2018,I sat next to a violent and disturbed young woman who threatened to 'stick a fork in my eye" when I politely declined her offer to move so that she could sit next to her boyfriend." The stewardess on the plane heard my initial request for help, then moved on with her duties without asking any other question or offering any help or even saying anything at all.

My name is Manwei Luo, there are some things I have to complain. On 13th September I took your flights from Manchester to Beijing, the flight numbers are AF1169( Manchester to Paris) and AF0382 (Paris to Beijing). However, when I got my baggage from the baggage belt, I found that the checked baggage was opened artificially, the safe belt was gone, and there was no lock, but the baggage before checked in was locked and the baggage belt was attached. Then I opened the baggage I found that a pair of miumiu sunglasses, a bottle of Chanel Chance Eau Tendre perfume(35ml) and a bottle of J'adore eau de parfum (50ml) was lost. The total value is about £250. In addition, the lock of my handbag which I put in the baggage was damaged. This situation is obviously a violation operationof your staffs. I require a reasonable explanation and solution from your company. I have also registered at Beijing capital airport and policy office, please give me a feedback! Thanks.

To whoever it may concern,



My mother Marta Igazova was traveling on 4.September 2018, using Air France, AF 1695.

She was required to pay extra HUF 16 400 for her one luggage. We never heard about this happening before. When she arrived to her destination in Pittsburgh, USA, her luggage has not arrived. She had to wait 3 days for the delivery of her luggage. The content of the luggage was damaged.



We would like the refund for her luggage. It was not professional and very disappointing experience with Air France aerolines.



Regards,



Marta Igazova

Air France is the worst Airline to travel with. It is impossible to reach anyone who is responsible for anything. Due to technical Problems with Air France, the connecting flight was also missed and rerouted via Iberia. Then when the bags didn't arrive, the file was reported to Iberia, who managed to mix up tag number and passenger Information. All I Need to do is to match ticket number and tag number to make sure that the right bags are being looked for, but Iberia has no access to Air France files and when I call Air France to reconfirm tag number, they cannot give me any Information as the lost baggage Claim has been filed by Iberia. Why cannot I reach anyone who can help me with this? Air France is intransparent and after sales Service is a complete and utter disaster. 18 days later there is no sign of my luggage. Air France you Need PEOPLE to deal with Problems. Stop hiding behind anonymous call centres, who leave you hanging on the line for hours, only then to tell you that they cannot help you.

I have lost luggage June 8, 20 and I spent all 10 days in the Dominican Republic, sitting on the phone and find out where my luggage.Ã?â??Ã? It was a nightmare, not a resting. I began to rest in clothing that was on me, with a photo camera and some cash. I have not visited any excursions. I had to spend money to buy that was needed for my stay in the Dominican Republic and to maintain myÃ?â??Ã? Ã?â??Ã? life.

I found my baggage when I returned home from the Dominican Republic.

In the form of sympathy the Customer Service Department gave me a voucher for 100 euros non refundable . But none travel office doesÃ?â??Ã?  not want to mess with the voucher and take it as a supplement to pay a ticketÃ?â??Ã?  !!!Ã?â??Ã?  So the ticket office at Boryspil and Kharkiv is too .

Ã?â??Ã?  Ã?â??Ã? I ask :

1. change a EMD 0578236097627 voucher into refundable voucher ;Ã?â??Ã? 

2. give me Ã?â??Ã? free Ã?â??Ã? ticket Kiev-Punta Cana - KievÃ?â??Ã? ( 1350 US dollars )

in March �¢ï¿½ï¿½ June 2017 for the period of 10 -11 nights.

It will be theÃ?â??Ã? humanitarian help to me from Air France company as a gift.I had wrote more 70 letters to Air France and nobody solves my problem !!!Customer servicesÃ?â??Ã?  at Kiev and Moscow did not decide my asking!!!

!

Where to complain? To what address? To write?

I am 66 years old man .This is a mockery of a person.

Students From South Africa On A Scholarship Flew Air France To Germany. Their Luggage Has Been Lost Since 7 January . We Receive No Assistance From Air France Or Tegel Airport. These Children Are Stuck In The Cold Without Any Assistance.
They Have Been Called Back To The Airport Twice By Email, Only To Hear After A Two Hour Travel That Their Bags Are Lost Again.
Repeated Phone Calls And Emails Does Not Help.
Can Anyone Tell Me What To Do The Bags Have Been Reported We Have Track Numbers The One Bag Is Still Lost The Other Was Found Closed Tracking And Was Lost Again!!!!
Any Suggestions

We have had a terrible experience with Air France. Travelling in a large family group from London to China via Paris the long delay to the Paris flight saw us charging through Charles de Gaulle with no directions from any staff to a gate miles away which had been changed and finally arriving at our departure gate as the flight was leaving. Four bags delayed in transit with one (my nephew's car seat) still missing three days later. Awful.

hello ,please help me to fullrefund my ticket.booking number is 2qxsz3, thank you.name

I would like to make an official complaint regarding my recent on line booking experience with Air France.

I originally booked a ticket for my son to fly on 5 August 2015 until 18 August 2015 to stay with his father in Paris Flight reference number X9XP2Y


My son's date of birth is 7 August 2000.

I made the reservation on line and at no point was I prevented to continue the reservation despite submitting my son's age. There was an option box asking if he needed unaccompanied travel (but it was an option box) It not state this was obligatory? Perhaps the site was confused as Jack was travelling at age 14, but returning age 15?? I even asked my partner to check it over with me to make sure it was correct for me to proceed?


I received an email 30 hours before the flight on 3 August to book in on line. I tried several times to check in on line, only to be told there was an error and 'please try again later or check in at the airport'? After several attempts to check in on line, I decided to telephone Air France to find out what the problem was?

I was informed that Jack could not travel on that ticket as he was a youth and this was an adult ticket? I explained it allowed me to book this ticket on line, despite submitting his age and I was informed he could not travel on this ticket? I was then told to buy a new ticket and add the unaccompanied travel. They informed me the cost to obtain a new ticket on 5 August is the difference of £645????? Considering I paid £200 for the original return ticket, this was out of the question!

I explained that this was impossible and I could not pay that price. After speaking with various advisors as well as a manager, I was given no alternative but to arrange another ticket for two days later, when an outward ticket price was more affordable at £199. However, my son Jack was now missing out on two days holiday as well as having to travel on his birthday. His father was very disappointed and all arrangements for his vacation had to be changed.

To add insult to injury, when I received the amended ticket date, the operative sent the WRONG date (5 August 2015, when the amended date for the new ticket was now 7 August 2016)????

I then had to get back on the telephone and explain that the incorrect date of travel had been sent, despite arranging and paying for the new ticket for the 7 August 2015.

Eventually the NEW correct ticket was emailed to me and Jack, who turned 15 years old could travel on 7 August 2015 on an adult ticket, albeit missing two valuable days of his holiday.

I am extremely disappointed that the original ticket could not have been utilised and changed to a youth ticket as I was more then prepared to pay for any excess unaccompanied travel fee, but I was informed that this administrate action was not possible?

Can I suggest that you make it more clear on your website regarding youths traveling alone. A traveller should not be able to proceed and you should NOT take payment for a ticket if accompanied travel is necessary. The whole experience caused a lot of stress and unnecessary upset, not to mention a very disappointed young person who was looking forward to being with his father for his annual holiday. As well as this I had to pay the difference for the new ticket, which I don't believe was my fault. I feel very strongly that your on line booking system let me down!

I was quite satisfied with the service ON all of the flights I took this summer with Air France. However, I was infuriated and shocked at the treatment I received with the ground staff at CDG airport on 7 June, 2015. My flight AF0489 from Chicago to Paris was 1 hr. 45 minutes late departing. Since I was scheduled to have only 1 hr. 10 minutes transit time in Paris before connecting to my Athens flight, I knew it was going to be tight, and was very anxious. The stewardess came to me 10 minutes before landing in CDG and showed me on a map the arrival gate and connecting gate. She advised me to run as fast as I could, and I might make it. This I did, pushing past people and flying down corridors, through immigration, and all the way to the next gate. I saw on the overhead departure board that my next flight was also delayed, and only boarding now. I reached the gate and took my place in the middle of the economy line. At least 30 people were behind me, and I already had my next boarding pass, so I was relieved. To my surprise, when I presented my boarding pass, I was told curtly that there was a problem with my pass, and to "move over there & wait", out of the way of the other passengers. When everyone else had boarded, the AF staff said that "We didn't think you would make the flight, so we gave your seat to someone else." Of course, with a confirmed seat and a boarding pass, I asked them to remove the standby passenger from my seat, since I was obviously there to take it before boarding had finished. I was told that it was an AF off-duty personnel who'd taken my seat, and I'd been booked on another flight 3 hours later. I said that my husband was waiting for me in Athens on this flight,AF1532 (DL8683) and I insisted that my seat be returned to me. The personnel were not at all willing to listen to me. They tore up my boarding pass, handed me one for a later flight and pointed me to the customer service desk. Tough luck. Customer service was no help, beyond listening and giving me a coupon for a sandwich. I asked to at least be upgraded on the next flight-- not even considered. My question is this: Why did my arriving flight personnel not radio/call the ground personnel to let them know I was running at breakneck speed to make the flight, and that I was in time to board? I was following their advice to run for it, and then dismissed once I tried to board at the same time as the other passengers. I expect a response to this letter. I am still furious, but if you do not answer and compensate me for your rude, inconsiderate service, I will not be using Air France again.

Terrible, scarily cold corporate "service":
Regarding a family trip back to Europe from Asia, where we simply wanted to adjust one leg of a flight at the rate shown on the ticket schedule, our family (incl 2 young children) were left dangling all day by AF Singapore customer service where, after hours of calls and being on hold, their supervisor failed outright to execute the final, critical call which was promised and instead went home - leaving us little remaining time where we felt fored to pay for another airline (to resolve what we maintain was Air France's self-created problem in the first place). I did try to switch the enquiry to AF Europe, explaining we had been waiting and let down, but they just batted us straight back to the Singapore number, knowing full well we had no time and that the office was already closed for the day. My impression is their CS seems very used to dealing with unhappy customers and is geared towards damage limitation - certainly they have lost the ability to empathise and remain frostily uninterested in proactively resolving glaring issues. Overall an awful experience, we will actively AVOID using this company henceforth.

How rare for a senior citizen to receive quality customer care! Supervisor Lori Simmons (Tampa Office USA) treated me with understanding, respect and is going above and beyond to assist us in our travel next year from LAX to Venice! How wonderful she is and how lucky I was to have found her by a simple phone call . Many thanks for all she has attempted. She is a quality employee and to me, the voice of AF!

Extremely disappointing service from Air France.
Generally I accept that now-a-days international travel has become something which one tolerates rather than enjoys. Under most circumstances there are issues with regards to the space allocated within the aircraft, it is cramped and generally uncomfortable, but as it is for a limited time, one generally puts up with it. However, on this last trip from OR Tambo to Paris, onto London, return to Paris and return to Johannesburg, I am afraid that Air France has managed to reach depths of incompetence and poor service that is somewhat incomprehensible for a major international airline.
It seems that they have no consideration of their passengers and their well-being they are merely a product to be transported from one place to another. And this is not only with their cabin crew, but also their level of technical maintenance. Allow me to elaborate. (I use the term outbound to describe travel to our first [final] destination and inbound to describe the return to our starting point)
OUTBOUND.
On our outbound trip, JNB - CGD (AF0995 - Seats 39 H & J) was on an Airbus 380. We were seated towards the rear of the aircraft.
Firstly the technical issues:
1. The seat I was in had issues with the headrest which wouldn't stay in place without being held up.
2. The seat would only recline a very short amount, in comparison to the seats around me.
3. The touch screen infotainment system had a faulty sound socket, and I had to hold it in place to hear the sound which was intermittent and was either mono or on the odd occasion stereo.
4. The infotainment system on Brenda's seat was faulty also.
5. The cabin temperature was very high and I found this, in combination with being unable to set the chair in an appropriate position to sleep, made any form of rest impossible.
6. Being towards the rear of the aircraft, it seemed that one of the two meal choices was a popular item and as opposed to the usual "Chicken or Beef" offerings, it was "Chicken or Chicken." I do accept that this sometimes happens, but adding insult to injury the food was cold and completely inedible. When I pointed this out to the cabin attendant, they said they would take it away and re-heat it. To my point of view, this is an unacceptable practice, having prepared food heated and re-heated is not an acceptable way of operating. I was being told there was nothing they could do in a very aggressive manner, so I asked them to take it away, and I asked to speak with the purser.
7. The purser arrived and we had a discussion. I was offered other dishes, but by this time, I had lost interest in dining. This purser was very concerned that I would go the trip without eating, but I had at this point no appetite. She did return with some tidbits which she said if I was hungry, they could be consumed. In this instance, I believe that the purser acted in a way appropriate to the situation.
8. The breakfast meal prior to landing at CDG arrived promptly and it was hot and acceptable.

The onwards short haul flights [Outbound CDG-LHR] AF1680 (02/07) and [Inbound LHR-CDG] AF1681 (07/07) were uneventful.

INBOUND.
On the final [Inbound CDG-JNB] AF0990 (Seats 31 F & G, 11/07) we were seated and yet again, shoddy maintenance was immediately apparent on the aircraft. With the pilot announcing that the departure was delayed for a short while, because of some problem with the aircraft, and then not bothering to inform the passengers about the problem, is very un-nerving. Passengers like to be re-assured, they are in an unfamiliar environment. However, the interaction with the cabin staff was to reach a low-level which I thought couldn't be reached. Allow me to elaborate:
Technical issues: yet again, a faulty touch screen infotainment system which was stuck between two pages. When one tried to select English, it reverted to a page on some technical issue with the aircraft. When one tried to return to the "home" page, it reverted to French. Things could only be accessed off the French page.
The gentleman seated next to me had a broken cup-holder, which remained in the out position. While these are not great issues, they point towards a lack of maintenance and pride in one's fleet of aircraft. It all goes towards public image.
The delivery of breakfast to my travelling companion was beyond belief. She is an ovo-lacto vegetarian and had ordered a special meal. The "breakfast" was a sight to behold.
Brenda's Comment from her Facebook Page:
"As I don't eat meat or poultry, I had ordered "ovo-lacto vegetarian" food. Normally with these things one gets some sort of hot egg dish with tomato or mushrooms, some fruit, some yoghurt and a bread roll and jam. What I got presented with was the following:
1. A hot dish that looked like warmed up mushy white rice topped with something unidentifiable that had been deep-fried in batter;
2. A caramel blancmange pudding;
3. Something that looked like it had once been fruit but which had been cooked to death in a sugar syrup so that it was in crystallised form - sort of like glace cherries but with its original fruit component unrecognisable
4. A stale and cold croissant.
I looked at this melange of concoctions, and decided that, actually, none of it was the kind of thing it would be in my interests to eat. Unreasonably high in sugar and fat, while devoid of protein or fibre, it was to my mind an irresponsibly devised meal. Consequently, when the steward came round with the general meals, I asked him to take it away and just give me one of the other meals. I could see that at least they had bread rather than croissants and fromage frais to eat with it. "No", he said, "You have ordered this special meal and this is the meal you get." I said "I can't eat this." His response was: "It is not my problem if you don't want to eat your food."
I observed this interaction and it was done with an unacceptable amount of aggression n the part of the cabin staff member. At this point, I asked to speak with the purser. I have spent many years travelling as a journalist and I have never encountered such arrogance. The purser arrived and we explained the situation, and Brenda was trying to point out the inadequacies of such a meal, but we could see it was falling on deaf ears. It was evident that to the cabin crew we were just an irritant who would be leaving the aircraft shortly, and good riddance. I asked both of these crew members to identify themselves, but was told that is not airline policy. So it is impossible to identify individual crew members who you believe re acting inappropriately.
Shortly thereafter, the senior purser arrived, and had a discussion and indicated that if we wished to lodge a complaint, he had forms at the front of the aircraft. However, at this point, I indicated that I would be taking this matter up with the Air France Head Office. It is very easy to take a written complaint and put it in file 13 (The dustbin) and hoping that the client will never take it further. (Just as an additional comment, there were four of us in our row, a veterinarian, a medical student, myself and Brenda. The three of us who were given a "normal" breakfast, all failed to eat it, because it was unpalatable. I would seriously question the dietician who concocted such meals, as I believe they are completely inappropriate from a breakfast perspective.)
Some General Comments.
Having been journalist since the 1970's, I have travelled on many different airlines to many different parts of the globe. There have always been airlines which have been regarded as a step above the rest, and I had always believed that Air France was amongst these. I have travelled many times on your "partner" airline, KLM and have always been highly impressed with their levels of service and catering. And as an impression to do with national issues, one would expect Air France catering to be in line with the concepts of French food and certainly a step above the other airlines. (And certainly with food emanating from your home base, which obviously should be a cut above remote supplies.)
However, in terms of aggressive behaviours and staff attitude, I am shocked. In terms of evidence of visible poor maintenance I am shocked. This would surely make me feel that on any future travels to Europe, avoiding Air France would be a priority.
But further to my own observations, I would be more than interested to have some information from your dietary panel with regards to the nutritional basis of planned meals which are presented on board your aircraft. What you may consider is some form of on-board video programme, explaining your dietary protocols. I think as a general impression, the French love of good food naturally should translate to the national airline, something which it fails to do given what I have seen in terms of the foods presented to me on these recent flights.
Paul Mills

Aubineau Milesi, Sarkez Camille,
Mélanie were wonderful employees,
Pleasant,kind, very professional.
They helped us at the checking counter in Marseille Fr.I wanted you to know .

AF077 on May 7 The crew did an exceptional job to help us deboard at LAX and make it to our close Delta connection. This act of kindness and Service saved us from an overnight sleep at the terminal. Please accept our gratitude.

April 19, 2022

I was just helped by an agent named BELEN with Air France. Belen was EXTREMELY HELPFUL, patient, courteous and knowledgeable. I had an immediate issue with a flight leaving today and she calmly took care of everything. I would like Air France management to know what a excellent employee they have. I cannot say enough good things about Belen.

Thanks,
Judy Burgin

AF406,January 21/2016.Seat 46C. I suffered a traumatic health incident & cannot exaggerate how helpful the cabin team were.They were simply EXCELLENT in every way. Well done AF406 cabin crew & thank you all.Well done Air France.

MY MOST SINCEREST THANKS AND GRATITUDE to the Air France lady and her colleagues that helped me with my ticket problems on the 10th of October. She answered my call to the US toll free line. I phoned from Toronto airport on a pay phone. I had a glitch in my arrangement. The ticket was made out to Dave not David so it did not match my passport. I was not allowed to board the first of my several flights from Toronto to Thailand. My booking agent was unresponsive. Out of desperation I phoned Air France US. No one at Toronto Airport could or would help me. SHE DID try and was successful. My hat is off to her. Her colleague, I think, was named AJ. This was between 16:30 to about 19:10 hours October 10th. To the dear Lady with the New York type accent. Your Beautiful and I love You. You will never be forgotten

I accidentally double booked myself for an Air France flight to Frankfurt through the discount site Student Universe they were utterly unwilling to help me (with refunds, changing the name on the ticket, etc) and sent me confusing and contradictory information. When I finally called Air France directly, their customer service was wonderfully helpful, sympathetic, and informed. They ended up issuing me a refund for my ticket (even though it was technically "non-refundable") and I re-purchased the ticket under the right name. I couldn't have been happier with the way Air France handled the situation and cleaned up the mess that Student Universe created.

I came across this website while looking for a customer service number to call Air France, and I was horrified at the comments. I very quickly found a number and called through to a 24 hour service, where I was answered within 1 minute, given another number to call specifically for reservations, by a very polite and helpful lady. I called the next number and was answered within 2 minutes of inputting some text phone info, and again had my rather difficult query about my booking by a travel agent, dealt with in a very understanding and polite way. Despite the fact that Air France were not responsible for my travel agent's error, the Air France agent was helpful in giving me all the information he could about the options available to me, and patient with my questions. Having had several bad phone experiences with other companies this week, I felt it important to return to this site to record this positive experience. I am sorry if other people have a bad experience of Air France employees, I can only re-iterate that the two I have come across were extremely human and helpful. And the phone answered quickly

I am taking the time to write this as in the process of trying to find a customer service number online I saw a lot of negative comment about Air France Customer Service. I found a number which was answered nearly immediately, by a very helpful lady who answered my query and provided me with the information I needed to call the reservations dept and also the correct number. I called reservations and had to answer a few touch pad questions as per usual. My call was answered by a rep within 2 minutes, much better service than most places these days. The rep was very patient and helpful with my rather difficult query and I was overall impressed with the level of understanding and courtesy I received.

I flew on Air France flight 10 from Paris to JFK/New York on Monday, August 13th, 2012. Although I flew this flight a year ago and was quite happy, this year was a different story. First, they put us on a bus and drove us to the opposite end of CDG airport where we had to walk across the tarmac and climb the stairs to the 747. Then we were seated in cramped quarters with no televisions like we had last year. This was unfortunate since the duration of the flight was over 7 hours. It was an uncomfortable and boring flight. The only upside to this was that the flight crew was very nice, and the pilot gave us a relatively non-bumpy flight.

Travelling from Rabat to Bristol we narrowly missed a connection Paris CDG. The staff at CDG were very helpful and polite and arranged overnight accommodation and early morning escort so no complaints.

I think Air France have great customer service. Booking flights with them is excellent over the phone! They really try to help you as much as possible!

The courtesy of American customer service is excellent.
In contrast, the French one is the worst.

Frequently use airfrance to fly between USA, Africa and the middle east. Great service!! Always on time and to date, never lost a bag!! Food is ok and as a business class passenger, the seats are good

Wonderful service.
The situation: A friend of mine asked I check on her husband, last Friday. (15 APR 2011) She in France and I in California. To make a long story short, he had passed away.
I contacted her in France and informed her. I started to look for information on emergency flights etc. and found this site.

In reading some of the user comments, I called the 1-800 number with the anticipation of having to deal with much the same attitude.

A Lady named Rose answered the phone and she was the most polite, sincere and understanding representative I’ve had the pleasure of talking to in some time. I explained the situation and she said
she would most certainly assist. I called my friend, asked her to call the 800 number listed and they would work with her.

Although an 800 number, my friend happened to contact Rose, the same Lady I talked to. In a matter of minutes arrangements were made. The next day my friend went to the terminal and the lady talked to the supervisor, a few forms and verification were done and she was on the way home without conflict,
extra fees, hassle, which was the last thing she needed.
She said Rose was sincerely polite, caring and understanding and took care of everything. So to you Rose, we both are so grateful, and I for one can’t thank you enough for taking care of a friend.

My friend said all the airline staff were pleasant, polite and wonderful and made an otherwise difficult situation
much more bearable. So to those of you that had difficulties, I am sorry, but for myself and my friend ~
Thank you to all the wonderful staff and especially a Lady named Rose who immediately and completely made this a much less difficult situation.

Richard T

My luggage was lost but the people at the Montreal hub really helped me out. They also offered me a food voucher but I declined. Overall they did their best.