Air France Customer Service Complaints - page 2

Goodbye after 11 years.

I have been an Air France customer since 2004, and my husband, since 2009. I have been flying to Paris once or twice a year and I have never experienced
a flight delay with Air France before.

On 30 Jan 2015, the daily Air France flight from Singapore to Paris was due to take-off at 1.05am and was delayed due to
the fact that Air France had not got clearance from air traffic control to fly over Afghanistan or Algeria.

Because of that, all passengers who were on board the flight had to wait in their seats at Singapore Changi Airport for over an
hour before the plane could take-off.

Our flight AF259 was due to arrive in Paris Charles De Gaulle airport at 8.05am on the 30 Jan 2015. However, the flight arrived in Paris at 9.30am.
As a result of Air France's flight delay and with the luggage only being released at 9.45am, by the time we rushed to the connecting terminal, the plane had already departed.
Because of our previous flight delay by Air France, we had missed not one but two connecting flights for Edinburgh via London at 10.40am.

We had to purchase a new set of tickets immediately in order to reach our destination.

Upon arriving back in Singapore, we wrote in to the customer service just as we were told at the Air France office in Paris. Two weeks passed with no response
from Air France so we called up the customer service hotline.

We were shocked to be told that no one was assigned to handled our case ever since we lodged our complaint two weeks ago.

The next day, Air France e-mailed us and said that they are unable to accept any liability for any loss due to the "unexpected nature" of this incident.

There is nothing "unexpected" if this is a daily routine for a daily flight from Singapore to Paris.

Due to the fact that Air France has one of the shoddiest customer service (The customer service department is only opened weekdays from 9.30am to 11am and 1pm to 2.30pm) and prefers to avoid all blame than admit that they made a mistake, fess up and reimburse
their clients for any loss incurred due to the irresponsibility of Air France staff and/or management, we are sad to conclude that this airline does not value loyalty or customers.

Therefore, we are unable to fly with such an airline. neither would paris be the anchor destination in any of our future vacation/ plans.

Goodbye after 11 years.

I was flying from Paris to Phnom Penh via Bangkok (AF166) the 27th March. 3 hours delay in Paris seating in the plane, no communication whats or ever about the issue or way forward. We even did not get any snack or drinks while waiting in the plane. Result, I misses my next flight and arrived at 1PM instead on 9am in Phnom Penh.
had to run across Bangkok airport to get my boarding pass changed. No support, no communication.
Very clear reason to choose Thai airways to fly back to France!

I'm very disappointed from the poor level of service that i have received from your co while travelling on flight no AF0065 & AF0508 los angeles- paris & paris- cairo. Where 3 of our luggage delayed and arrived two days later . I have told the co's rep. that i live in alex and i have to travel in the same day back home and i need the luggages to be delivered to my home address but they confirmed that it's impossible and no one else can recieve them and i have to go to airport only from 9am to 12 am to receive the luggages. Knowing that it is your co's fault in the first place . Furthermore, i have traveled today from alex to cairo (absent from work) to receive them and on my way back home , i have received a message from air france informing me that my luggages are at the airport and they will send them to my address. It's totally unacceptable to treat your client's in irresponsible way(telling me its impossible) and one of the luggage received ruined its not the expected quality of service to receive from your side

Having been delayed by 3 hours 40 minutes I completed an on-line form to request compensation as determined by EU law. Over 2 months later I have still not received any response other than the automated sending of a survey to evaluate their response! This company is a joke, and if this the level of their customer service they deserve to go under.

I haven't even left on my trip yet and I'm already extremely dissapointed with Air France's customer service.

Every month or so from when I booked my flight (Nov 2014) to when I actually leave for my flight (March 2015), they send a automatically generated email with my flight details and booking info. But every month, the email has different information then what my original booking was, even though I haven't made any changes. This month, the email decided to change me and my travel companions seats, so now we are 20 rows apart, instead of right next to each other like I had booked.

I call the customer service number everytime I get this email, after being on hold for an average of 30minutes minimum, they say there is nothing they can do and that the changes are already made. They are always extremely rude on the phone, and seem like they are just trying to finish the call even though I still have many questions and complaints. The only thing they care about is making money, even if their poor customer service ends up changing your trip. Not once did they even apologize. Hopefully the actual flight itself from Toronto to Rome makes up for their lack of customer service, otherwise I'm never traveling with Air France again. Switching to Alitalia, who always have excellent customer service.

Today i was to fly back to the United States where i live by Air France, after checking in online. Getting to the airport almost two hours before departure, they will not let me board except I live my luggage behind which i refuse and as a result they will not let me board. They have to reschedule and with that, I am asked to pay for the reschedule. This will be my last time of flying Air France.

I was a business passenger at Logan Airport traveling to Paris flight 333. I was extremely displeased by the way some employeeS carry themselves. The most people on counters were doing their jobs while the people in counters 77 and 78 were not doing anything but talking. The lady in counter 77/78 was doing nothing but be on her phone. When i walked up to the gentleman there he rufely sent me back. Now, I may have made the mistake of not wanting to go to the sky priority line because I was already in the front, but I don't believe that was acceptable. After checking in I sat down to watch a bit more and nothing had changed. If the policy for customer assistance and ticketing (counter 77-78) is to not check in passengers then they should at least learn how to say things politely.

Please be advised that I have completed the Passport Documentation update with Air France by phone on December 19, 2014. Reference No. 55WACA. I also have confirmed my Seat Selections from Seattle SeaTac Airport to London Heathrow Airport for December 24. I continue to receive e-mails from Air France.

I have not been able to confirm my Seat Selection on the Return Flight on January 1, 2015.

Gary Jurkowski
604-785-3132
[email protected]

My son and daughter- in-law were scheduled to fly on Air France on April 17 of this year. Their locator number was 2039FR, and the flight was SFO to CDG at 3:50pm.



They were never told about rules governing parts of the EU--the Schengan Area to be specific, that doesn't allow any US citizen to enter without at least 90 days remaining on their passports after they are scheduled to leave. Even though there was no statement of any kind on your website pages or on the ticket confirmations sent by you, they arrived at the airport with valid US passports and were smugly turned away.



I have been told by your employees that communicating about these rules is not Air France's responsibility. Mr. Paul Tripp and Ms. Anna Ford of customer relations told me repeatedly that it is not Air France's fault if a passenger doesn't know all the complicated rules of foreign travel. Ms. Ford even suggested that passengers are told when they book their flights to check with their embassies. I had to laugh.

In all my years as a traveler, I know I have never been told to check with my embassy.



I get it. You don't HAVE to do anything but sell the ticket, bank the money and break people's hearts when you tell them you can't go.



Do you really want to do that? Do you want to look like the heartless bad guy and loose your passenger's trust and good will? Do you want them to tell all their friends and their friends? Wouldn't it be a simple thing to put a little note on your website, maybe put a little warning on the confirmation emails you send that explains this issue?



Something like:



Please check with your embassy before traveling for current rules and regulations. Even current valid passports may not be accepted in certain countries.



Your inability to communicate cost me a great deal of money. The apartment in Paris was paid for and remained empty. But it's more than that. I am a stage four cancer victim and I had planned this trip as a wonderful last remembrance for my family. A time to share with my son and daughter. A memory for all of us to carry forward.



Do you care????



Probably not. Mr. Tripp and Ms. Ford had the words, but no understanding. I don't think they cared about anything but getting off the phone.



It's easy to say sorry in a half-hearted way. It's harder to think something through and make it easier for your passengers to travel.



Ms. Ford says you will reply to my comment within thirty days. I am waiting. I guess I have 30 days.



Linda Baxter

Monte Sereno California

My flight was booked over the phone incorrectly and my surname was spelled incorrectly.

After getting confirmation I called Air France to get the e-ticket changed, they told me that it cannot be done and that I would need to get a full refund on the price of the original and book a new ticket. They also told me that prices have changed and that i would need to pay the difference. After much arguing with them which didn't get anywhere, I agreed to get refund and book a new ticket.

My refund was processed in November 2013 and the money did not get refunded until March 2014 eventhough they told me the policy is 3 weeks. During, this 5 months period I had to call them at least once a week to chase the refund and at some point escalated this issue. They were very rude, at times raising their voice and kept telling me to be patient. How patient should one be if it takes them 5 months to refund the ticket price???

I made at least 20 calls which are actually chargeable and when they finally did process they did not return the full amount! When we called them they said on their system it says it was fully processed and they can't help me any further and I should be contacting my bank. I have done so and of course my bank just confirmed the amount that was transferred.

I will never ever again fly with Air France as they caused me so much unnecessary stress and frustration.

Anna

On May 8th i flew with AF 0356 from paris to Toronto in seat 37B and had the most awful flight ever with any Company .there where 2 Screaming Kids behind me 2or more Babys just accross in front and nothing was done by any Staff other the shrug there shoulders my TV Screen was totally scrached the food was dlivered very late after verybody had eaten already i did not get what i ordered what i got was some old mush of tomato and zucchini a luke warm totally overcooked Tortellini that didn't taste of anything a Insult to any Person hardly a response from the Service Staff.it took more the 20 minute to get a Bottle of White Wine and by opening i got cut on the Metal Cap another Inconvenience.Needless to say i did not use my Return Ticket and will never again fly AF this was the and last time with AF

Whom it may concern,

After loosing the luggage of a passenger

( Jana Schraven) of Air France from Paris to Santiago, Chile, I called to help her with the process from here in Chile. Cecilia Luna attended the phone call that I made at aprox� 2:00pm� April 8th. I hope you recorded this call because she is the without a doubt the rudest person I have EVER dealt with on the phone. This is customer service???

She said exactly 6 times ... as I previously indicated..insulting me and my ability to retain what she was saying. I pressed the English button but she insisted on speaking in Spanish. I told her that I was so sorry but I was a little slow, thinking she would be a little empathetic but it didn't work. If this is the voice of AIR FRANCE, such a prestigious airlines, I suggest you change the voice, tone and attitude if you want to keep your airline's good reputation. I was sincerely offended by her. When she asked if there was anything else? I said, Yes, maybe a smile in your voice and a little niceness.

Obviously she hates her job and her life.

Good luck with her and I do expect some kind of acknowledgement.

Have a pleasant day,

Janine

Air France never responded to the claims after 10 days even after a month! I had to file four claims,sent 3 letters including one to the head office and several telephone calls. I still haven't had no results after Air France empoyee cause me and my husband to miss our vacation. They are not honest. I won't use them or their sister airline any more. I will use use British air. They are honest and do respond and fullfill their mistakes

Flight from Paris CDG to Johannesburg delayed and I (and many others) missed connections. AF ground crew did not rearrange onward connections and abandoned us to the mercy of SAA who were not able to assist us. about 30 of us were sent from one end of airport to the other. Air France crew were rude, unhelpful and incompetent. Most passengers ended up having to purchase new airtickets for connections. I ended up waiting for 5 hours after begging for help. I was finally issued a new ticket with all the rudeness possible, and after all reasonable connections to Cape Town had left. I have never encountered such incompetence and rude behaviour from airline ground crew. They were just useless.

Back from overseas, ALG to IAD (10/04/13),I was suppose to get an upgrade to Premium Economy, since the agent didn't received a confirmation from AF in the US prior to my return, I was declined, after trying to talk to the supervisor at the AF desk at the ALG's airport who was extremely RUDE (was insulted with different names and told you don't deserve to fly w/AF), wanted to talk to their manager (chef d'escale).he was busy. after 30 mn of talking with another AF agent, the supervisor told me I don't register now, he'll close the flight and I'll be responsible to buy another ticket and nothing can do for me.
I have been flying back home for over 15 years and never had a such HORRIFIC SITUATION where an agent used derogatory words in front of a 100 passengers who where listening and watching

AirFrance lost two bags as my husband and I traveled from Orlando (on Delta) to JFK (on AirFrance) to CDG to Geneva, CH (on AirFrance) on August 9, 2013. My husband and I were in Switzerland to go hiking. One bag was returned after two days. One was returned after six days. All of our hiking equipment was in the later bag, arriving too late for us to hike. We replaced two pairs of hiking boots, socks, and shirts, as well as razor blades. I was assured that AirFrance would cover the cost of the necessary items. I was to simply fill out a form online. THAT form is a nightmare. There is no way to save what you enter. Once you send it, there is no comfirmation. After calling them to see the status of my claim, I was told they never received it. I did it again, they didn't get that one. They mailed me the wrong form to fill out. All I want to do is end this madness, email them the receipts and be done with AirFrance, a sorry service airline.

They lost my bag 19th July... I had a 3 week holiday in Europe without any baggage. Calling Air France every day... with conflicting information of where my bag was. I would still like it back.. the contents were highly sentimental to me. Back now in Australia (16 Aug) trying to contact Air France to find my bag. After trying to find telephone numbers found a 1300 number... and finally.. got through to lost baggage enquiries...where I was asked to put my request in a FAX!!!! I just want to TALK to someone! Bit of an old fashioned idea.. but then so is a bleedin fax!

They lost my bag 19th July... I had a 3 week holiday in Europe without any baggage. Calling Air France every day... with conflicting information of where my bag was. I would still like it back.. the contents were highly sentimental to me. Back now in Australia (16 Aug) trying to contact Air France to find my bag. After trying to find telephone numbers found a 1300 number... and finally.. got through to lost baggage enquiries...where I was asked to put my request in a FAX!!!! I just want to TALK to someone! Bit of an old fashioned idea.. but then so is a bleedin fax!

On 11 July 2013, I began my return journey back to Australia following a combined work trip/vacation in Europe. The return journey began in Paris with an Air France flight to Rome, then Rome-Melbourne via Dubai with QANTAS/Emirates. Guess what happened? I arrive in Rome, no problem, but my bag, and EVERY OTHER PASSENGER on the plane did not arrive! We were told that half the luggage was simply left behind in Paris, and the other half was put on another plane going elsewhere in Italy. We were told the bags would arrive in Italy on a later flight, approx 5pm where we could simply collect them from the airport. Well no good for me as I had already departed for Australia at 3pm on that same day - I could not wait to claim my baggage in person. They assured me the luggage would be delivered to my home address in Melbourne, but when I check the status of my bag on the online web tracker, it simply says it has been received at the airport in Rome and that's where it has been for the past 3 days. Trying to get this pack of idiots on the phone is next to impossible as well. Very important I get the bag back as it has important stuff like my laptop computer etc in it, but they don't seem to care. Reading about other traveller's stories on here I can see it might be a lengthy process!!!

Aside from the lost luggage, I also found this airline yo be extremely inefficient/blasé with a "whatever" attitude in checking bags in for the flight (2 check in posts open with a huge queue of people, other people just standing around chatting when they could have been checking in passengers) ... Same process for boarding the plane. I can only assume that the baggage handlers are the same .....

Air France has totally screwed my daughter's trip to Europe!! This trip was supposed to be a spectacular, memorable college graduation present, but it has turned into a nightmare, thanks to Air France (Air ). Air France lost my daughter's luggage, going from London to Paris. She has now been without luggage for 9 days, half of her entire trip. Every time we (my daughter, assistant tour director, etc.) inquire about the luggage with Air France, there's always a different answer: It'll be there tomorrow, it'll be there within 48 hrs., it'll be there by 10PM tonight, etc, etc. Total BS!!!! My daughter even gave Air France the hotel of her next destination 2 days in advance and have the person on the phone reiterate the address of the hotel. They ensured her the luggage will be there by the time she arrived at the hotel. You know what!? No luggage!! She's tried to shake this incident off and tried to have a good time with her traveling group as much as she could, but that has proven difficult from time to time. I am soooo pissed off at Air France for ruining my daughter's trip. I will never fly Air France and make sure to post this complaint everywhere online so that everyone will know what kind of piece of F!@# Air France is.

Customer complaint



My name is mohamed mazen el tahan ,I HAVE faced a very negative experience in my first flight with air france in the 22of may 2013 from cairo to manchester - passing by parise- ,my bagage was lost in manchester air port in flight number AF1068. I was given the phone number of air france representative to trace my baggage who never call or respond to my repetetiv calls. I new that it was found coincidently after frequent calls with the call ceter.till the time of writing the current complaint(5 days) I didnt recieve my luggage yet . I faced series problems dealing with call center and consequently the delivery company. : -I have called them for more the 15 times recieving daily promises for delivering the bag which has never ocure . -I merely didnt recieve any feed backcalls from the customer care or the call center inspite of their frequent promises to call back . - they argue that the problem is on the hand of the delivery company which have failed to call me(although I gave them my phone number more then 4 times) and they refuse to connect me to the delivery or to the customer care department closing down all pathes of connections and hopes for solving the problem (I have expected sort of connection between the company and the call center) . I really didnt expect this poor customer and delivery services from well known company .I think this would severely hurt your solid image and reputation. Hopping for a rapid respond to my baggage problem. thanks . Mazen

my UK phone num:

Its is now 8:35AM EST and their CS number still says: please call during our open hours 8AM to 5PM.
WHY?

Waiting 47 minutes on the phone then gave up.

My husband and me travel by AF over 5 years nowIn this period our baggage were delayed 6 times.3 timesit was mine and twice some of my cosmetics were missing.My husband baggage was delayed 3 times as well.Actually his baggage was 21 days delayed.We try to claim a compensation and its really dificult ,they don t answer our letters.Because i was working as a crew member for one of EU airlines i can really see how many proffesional mistakes they doing.
Hope i fix this problem.If not i will report them to FAA and also as EU citizen to ECC.
We 'll see whats happen.By the way we are business class travelers and flying blue cards members so we have imagine what s happen to normal passengers.

I will NEVER EVER fly AIR FRANCE again. They cancelled my return flight to Italy since I didn't get on the departure flight of a roundtrip I booked months in advance. I had to book an earlier emergency flight since my mom got ill, and fortunately is doing better. After almost 18 years of flying with them, no exception was made to their rules. The only option they gave me to try to "resolve" this problem in the airport with 2 hours for departure, was to call customer service. There are no public phones at Dulles and toll free numbers work with an Italian mobile phone. A kind soul from Saudi airlines lent me his IPhone, where I spent one hour and 15 min to speak to n Air France representative, until was too late anyway to check in. To top it all off, I lost my passport. I have NEVER received such disservice in my life !!!!! Please pass this on and remember this when booking your flights !!! AVOID AIR FRANCE.