Complain about a product or service

Air France

Roxana of Newtown, PA January 14, 2009

My flight, scheduled to leave JFK en route for Paris was cancelled at the last minute, after everyone was already on board. The situation was handled with complete unprofessionalism. After we debarked none of the attendants at the airport knew what was going on or helped make any arrangements for the passengers next flights. Eventually, after about two hours of confusion (this was already nearing 3AM at this point) an Air France employee went to the check-in counter and started telling the passengers that they were going to be put at a hotel and put on a flight out the next evening after a 17 hour delay!!! No one was asked if this was interfering with our plans, and no one knew if there were other flights we could take that would leave earlier.

Such was the situation that I was en route to my OWN wedding together with my fianc, and not only under a lot of stress, but also under a very tight schedule. Needless to say that all our appointments we had scheduled for the following day had to be cancelled and some of them could not be rescheduled, such as the tasting of the menu which was going to be served at OUR WEDDING!! Everything we had carefully planned was irremediably delayed, while my fianc and I were under tremendous amounts of stress trying to schedule and reschedule the mess created. No one at Air France offered a single apology when our flight was cancelled or the next day on the second flight. On the contrary, the crew of the flight we finally took the next day was extremely unwelcoming and rude and intentionally ignored us if we had a question or needed something!

Also, while at the airport trying to understand what was going on and if we had other alternatives that would bring us to our destination earlier, we tried to find an Air France customer service desk needless to say, that was impossible. An Air France employee gave us brochures which we could mail to Air France customer service, however to this day we did not receive a response.

The consequences were that everything was extremely delayed for my fiance and I, some of our appointments could not be rescheduled, the amount of stress exponentially increased, and instead of having a calm wedding week, we scrambled all the week to catch up and do everything we had to get done. It was the most awfull experience i had flying!!!!! Ever!!!!

Priyanka of Pickering, ON January 13, 2009

I was travelling on air france flight af147 which was initally cancelled on 6th morning my final destination was toronto at the airport they infornmed me i would have to stay overnite and airfrance would provide me with accomodation so far everything was so good,upon reaching paris i stood in line for 2 hours to just get to the transfer desk who said they cannot provide us with accomodation and they just gave us a sandwich my flight was the next day at 10:15 which got further delayed.

finally we reached toronto thinking that trip has finally ended i reach to the baggage section for standing for 30mins i find out that baggage is not there we were about 25 people a lady esscorted us and gave us some papers to fill and advised it would take 3 days from that day. i have been calling everysingle day waiting for hours for an agent to even reply and all they say is no information available. all my winter clothes are in those bags and its freezing in toronto.

Daniel of Brooklyn, NY January 13, 2009

On Jan 7 2009 I flew back from Madrid to New York via CDG. Due the weather conditions in Paris, my flight was delayed, and for the same reason missed my connection. Before landing, they made and announcement for the passengers traveling to JFK to approach the connection desk at the airport. When we landed, me and my friend who i was traveling with ran over trying to make it to the next flight. At the desk, we had our new Bording pass printed and then when around the airport looking for something to eat.

when we where waiting to board my friend realized that the dates in our boarding passes were for the next day. right away we had to find a desk to make our way to the flight we were told we were going to get in. So far all our problems were solved, until we landed in NYC. Our Luggage was missing. After waiting for more than half hour in front of the carrousel, a reprsentative of AF showed up with some papers for the people who werent getting their bags that night. after filing the report and all this bs, we were told that it would take the most, 48 hours to have our bags with us.

It has been over five days since i got back home, and my bags aren't in my house. The incompetent people of AF sent one of my bags to my friends house (i have two bags), and then called me saying that they sent the bag to the wrong address and that it would be delivered in the afternoon. I came home to wait for my bag around 6pm today, and not until I made my third call round midnight to check if my bag was going to be delivered, they told me that for the amount of bags they had in route, today wasnt going to be possible.

These people have the nerve to apologize after all this stupidity. I am not blaming them for the delays and the chaos that winter conditions affect traveling, but for the neglecting way they have handle this situation. still waiting.

Sylvie Friant Nagpal of Collegeville, PA January 12, 2009

I recently traveled with Air France, my luggage has not been transfered in the 4 January flight AF366 Philadelphia I came with. The airline informed me that Paris airport General De Gaulle is retaining 30000 bags because flights are too full to route them to their owners. They also mentioned that they do not keep records of the bags because there are too many. I have called every day and was told according to the Montreal Convention law there is nothing I can do as a customer, there is no limit in the time they take to ship the luggage and the airline is not liable for perishable items as well, American residents anyway are not a priority since they reside in the Country and are not eligible to the 100.00 Euro compensation they give to non residents.

This is discriminatory and the fact to retain the bags longterm will cause damages to the items in the bag, it is is the airline responsibility to return the belongings to the owner since the price of the ticket includes the bags. Many published articles have shown that it was lucrative for airlines to sell the content of lost bags.

Rose of Sewell, NJ January 12, 2009

My 1/5/09 flight AF366 was cancelled and was stranded at the airport three days with no information. Tuesday, 1/6/09 evening I was given hotel accommodation and was also booked on a flight the next day 1/7/09 to New York. When I got to NY my luggage was missing - it had not arrived with me. It is five days later 1/12/09 and my luggage is still missing.

Since my connecting flight from NY to Philadelphia was cancelled on 1/7/09 I had to take a flight from LaGuardia with US Airways. Therefore I was told to file a claim with US Airways. Please help.

Out of pocket expenses at Paris airport was over 200. The luggage contained many gifts for family and friends and also many items for myself - estimated value of 300. Unfortunately I had locked my jewellery in there for safe keeping and forgot to take it out of there before leaving Delhi for Paris and estimated cost of that was 500.00 I have receipts of all of the items.

Barry of Merseyside, OTHER January 11, 2009

Lost baggage on Air France flight on Jan6th 2009 at CDG airport France. Im now in NDjamena Chad with no baggage and Air France cant find it. Inside the bag I have approz 1,300 pounds srerling of personal goods.

Anatoly of Beverly Hills, CA January 11, 2009

1. On December 22, 2008, when I was on a flight # 067 from LAX to CDG (flying in Business Class together with my two little children for a Christmas vacation in Malaga/Marbella), one of the flight attendants, while serving wine, pushed off of my table a bottle with the oil, which spilled all-over my jeans and shoes. This was in a presence of two witnesses, my 8 years old son, and another passenger, who was sitting in the seat 3K?. To my shock, instead of apologizing, this attendant stated that I did it myself and said: Go to the bathroom, you will find soap and tissues there?. When I asked her for some help and a cleaning solution, she just threw me a wet napkin. When I asked her to call a Purser, she said that SHE is The Purser herself and refused to identify herself by name or give me her business card.

Then, I asked to speak to the Captain, and received an answer that he is resting and will talk to me later?. After several other passengers also complained about this womans behavior, she came back to me, saying that MY behavior was aggressive, while she did not do anything wrong?. Then, she gave me her card, which was identifying her as Nathalie Bianconi Beillon, Chief de Cabine Principal. Ive never ever received an apology, or assistance with the cleaning of the jeans and shoes, or was able to speak with the Captain (who, per Ms. Bianconi Beillon, is unable to leave the cabin and talk to me due to security reasons?).

As a result of this situation, I ended up with completely ruined jeans and shoes (photos available). On top of everything the service was slow and inefficient, and the food was terrible. Moreover, the flight attendants forgot to serve my children with the previously ordered Child Meals?. It absolutely disgusting that you are allowing such a situations and such a service in your Business Class?! Bad service, bad attitude, rude flight attendants, awful food, no selection of drinks, etc. Plus, on top of it, I ended up with destroyed jeans and shoes Compliments to your dilapidating airline

Unfortunately, it was just a beginning of an ordeal

2. On our way back, on January 4, 2009, I was denied requested in advance, assistance with the transfer (I have had bad knee surgery few months ago), from your ground personnel in CDG Airport, which made my transfer from one terminal to another, with two little children, a living hell? Moreover, when we arrived to Atlanta, 2 (two) suitcases out of 5 (five) pieces of our luggage were lost. As of now, more than 72 hours later, the luggage is still not found. As per your baggage agent in Florida, Denise, one suitcase was supposed to be on the flight #072 from Paris to LAX, arriving in the afternoon on January 5, 2009. As of today, neither Delta, nor Air France can locate this suitcase Nor they have ANY record ANYWHERE of whereabouts of my other suitcase.

Of course, upon arrival to Los Angeles, I filed a Lost Baggage Claim with the Delta Airline (your wonderful partner), which assigned to it a File Reference Number. Nevertheless, neither Delta, nor Air France so far located my suitcases; moreover none of the airlines accept any REAL responsibility for this situation. Air France personnel just giving me run-around and sending me to Delta, which in turn states, that they did not receive any information from you, AIR FRANCE. Convenient game, isnt it?

My secretary and I spoke with several representatives of your Baggage Service, who assured us, that they were sending messages to Paris and Delta, and hopefully my luggage will arrive soon, stating at the same time that it is Deltas responsibility to locate the luggage. As per my last conversation with DELTA few hours ago,?They did not receive any information from AIR FRANCE and do not know, where my luggage is. What a wonderful service!!! Great partners and great service, both in-flight and on the ground.

Edward of Trieste, OTHER January 9, 2009

On January 6, 2009 my wife and I checked our four pieces of luggage in Los Angeles with final destination to Trieste, Italy. On January 4, 2009, we contacted the air carrier to question the tight connection that had been set up between flights in Paris. The flight from Cincinnati - connecting flight- was due to arrive in Paris at 0950 and the flight to our destination, Trieste, was due to depart at 1040. Less than one hour apart. The agent assured us that it was within the law to arrange a connecting flight with a 45 minute interval. Besides, the agent made overtures that the gate for the connecting flight was only a few steps away.

As it was, on arrival at CD Airport, the plane continued to taxi for approximately 20 minutes before arriving at the gate. It was madness trying to get through immigration for passport check, leave terminal F to board a bus to terminal G, only to learn that our flight had been delayed. On arrival at our destination, the 4 pieces of luggage did not show and we were informed to cue up to file a lost luggage claim with the lost baggage counter at the Aeroporto FVG.

The line was quite long, as many people were having an experience similar to us. On contacting AirFrance January 9,2009 we were informed that 14,000 pieces of luggage were in a state of confusion throughout the AirFrance system and once sorted out by the French, we would be contacted. There was no courtesy demonstrated by the agent for our inconvenience. We hope for the best for ourselves and others and better handling of baggage in the future.

J of Tewkesbury, OTHER January 8, 2009

Due to a failing at Birmingham Airport by the Air France staff my hold luggage was only marked for Paris rather than the final destination of Beijing, so I had to go through french customs and collect my bag to re-book it for the next leg, however, with only 1 hour in Paris and the arrival terminal and destination terminals being miles apart I had no chance of getting my hold luggage onto the next flight and after all the hassle I nearly didn't make it myself. In Beijing I had only a short time before my next flight via China Airways to Qingdao so I was under pressure all the time but I managed to report the delayed bag and make my flight. The staff gave me a claim form and told me I had an allowance of 100 euros to get essentials until the bag arrived. The bag arrived in Qingdao 3 days later. I was in China for 22 days and the staff told me to send my receipts and details to Air France once I got back to the UK. When I did this they told me I was only allowed 21 days from the date the bags were lost to make a claim and therefore refused to compensate me.

Air France screwed up at every step and then refused to refund money I was promised. I shall never ever use Air France again, their policy is obviously designed to prevent them being responsible for their failures. If they had any care for their passengers they would have a time limit based upon the return date not the departure date. It was never possible for me to make the reclaim due to the time I was away. I am totally totally disgusted with Air France

Carlos of Amsterdam, OTHER January 8, 2009

Date Jan 06/07 2009 Toronto Paris Paris Amsterdam Airfrance has no idea of what customer service is. First they delayed the flight fro Miami to Paris for 7 hours and not even apologized for it.

then when we finally arrive to Paris they will know that many people have lost their conecting flights, and what do they do have one person in the customerservice area (where there are 14 desk but just one clerck) for 300 people or more.

So as many other people, some of the eldery and many with childre, I waited in line for 2 hours until we could not handle their attitude one person serving the line a 4 others just walking around like our lives were a joke.

I have pictures I took with my blackberry of the line all th people waiting and even a man on his kneees withh a baby asking for service. OMG how can this be possible and I paid for this, please if you have any respect for yourself never use this airline.

It is time to show Airfrance that they are transporting people no cargo. Also the service on board is the worst and dont get me started on the bad seta very uncofortable. PLUS THEY LOST MY BAGS !!!!!!!!!!!!!

I am posting this because i love to travel and i know that many people love it too. but traveling with Airfrance can turn you off traveling Airfrance the worst airline in the planet. Also they dont like to speak english to you but when they take your creditcard to charge you they will speak anuthing.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Follow us on Twitter.