Air France
reviews and complaints

I was booking a flight for a family trip online.
The flight was for 6 of us from Paris to Berlin.
I got all the way through putting in all the passenger details and excess baggage to the point of making payment and the online tool glitches on me and locked me out.
When it refreshes it sent me to the start again where in the space of seconds the price had increased from $195 to $230 a ticket (before adding additional baggage).
I can't understand where the honesty lies with this booking process. This is very deceptive and the fact that the system shut me out just as I was about to make the payment is something I should not be penalised for now with higher prices. When I asked your online team via messenger they could only say that it is dependant on flight availability. To that I say the flight was available and had progressed me through to payment. However as I was not quick enough to take note of / or a screen shot of the booking reference they can't help me.
Very unhappy and I will be placing my thoughts of this on trip advisor and other review forums as this is not customer service.

Simon Semaan & Serena Valcepina
Flight from Paris to Beirut 08 April 2019 AF566
Returned with destroyed luggage & immediately made a claim
File Reference BEYAF17759/08APR19/125GMT
2 phone numbers / repair / replacement shops were given
We traveled to both shops at great cost of time & money
None of the repair / replacement shops had good quality selections or were even willing to repair / replace - these shops are very unprofessional for the name of Air France & carry ancient luggage that does not match for a modern professional & the time to deal with them takes too long

32" Grey hardside, silver upright, 6lbs lightweight, built-in TSA locks, spinner from Italy MANCINI EST. At claim is USD300

May we simply purchase & be refunded

Even though I am an Air France frequent flyer, I have been contacting Air France CS / Reservation for 15 days via Messenger and Twitter to reserve my return flight without getting a reply.
No email service found.

If an supposedly International Airline behaves this way, no wonder its experiencing low customer satisfaction, desertion and financial difficulties.

Date: November 15, 2018
Flight Number: DL8672
Seat: 28E

On the above mentioned date/flight, I was sitting next to a young white female who was assigned seat 28F. This female continuously poked my right arm hard to awake me to use the restroom and I let her out. The second time, she grab my arm to awake me while I was sleeping and I asked her not to touch me, instead touch me softly. She began shouting, asking if I had ever been on a plane before and I should not had gotten an aisle seat. She told me not to move and proceeded to jump over me and called me a [censored] and went to the restroom.

I went to the back of the plane and informed the male flight attendant of the incident. He accompanied me to my seat and asked me to identify the passenger who had returned to the seat. He asked her if she called me a name and she stated irately (waking passengers who were asleep) she uttered some words under her breath and that she denied continuously poking/grabbing my arm. The flight attendant left and returned and asked if I wanted to move to a middle seat up front and I replied no, I will remain where I was.

I was very dismayed with the flight attendants resolution, as if I was the aggressor and he did not believe anything I said. Passengers should never touch another passenger regardless as they never know if there are medical issues, etc... In addition, it is my opinion the aggressor should have been removed from the plane or reseated.

Very very rude flight attendant - didn't have space for our luggage in our row, no one to help and kept interrupting me while I was asking if I can put it two rows in front -
And said the stupidest things I ever heard: because of plan balance, you SHOULD put it in the back! What an idiot!

Sitting in row 15, space in row 10, but luggage in row 24 now - will never try Air France ever again

My sister-in-law came to Toronto on May 27th, 2018 flying from Moscow to Toronto via Paris. Her bag was lost and it's July 11, 2018 today and we still have no information on our bag.

First of all, the customer service of Air France is the worst of any other company I've used before. I spoke to 5 different agents on the phone and everyone gave me different information. The first person told me to wait for a few days and that we would receive a call/email from AF about our bag. The second person told me to wait 21 days to get an email/call with the search results from AF. The third person told me to wait 60 days to receive an email/call. The fourth person told me that the case had been sent to a Russian office and that they would contact us soon. After waiting for 2 more weeks I called again and the fifth person told me that the previous info about Russian office he doesn't know if it is true or not and that we now have to wait for 90 days.

AF - is this even REAL? How do you train your staff? Why no one can tell me an honest answer on the whole procedure regarding the lost bag? Do you even value your customers or you just don't care?

My sister-in-law is 15 and it was her first trip to Canada. She is still upset about the lost items and we have to spend so much money out of our pocket to buy her new clothes. We also had so many gifts from our parents and relatives that we haven't seen for 5 years and everything is lost!

I am so disappointed with this miscommunication that I wrote a complaint on an official AF website. You know what - no one responded back to me!

By the way, we are still waiting for the first cheque for the NECESSITY PURCHASES - it's almost 2 months and it's somewhere we don't know where.

Our family was a regular AF customer for the last 8 years - you've lost our trust in a day.

On May 30th 2018 my wife traveled from Paris CDG to Amman Queen Alia. Her baggage did not arrive on same flight. since then and until today they have been promising ( IT IS FOR SURE ON TOMORROW'S FLIGHT) to disappointed again when flight arrives the next day. This is not fair, since her stay in Amman was supposed to be only three or four days and continuing her trip by land to Jerusalem Israel on Sunday June 3rd 2018.

My wife is still stranded in Amman (now staying with friends) waiting for her baggage.
The reason for her visit is to visit her sister in a nursing home in Fuheis, Jordan and her Cancer patient sister in Jerusalem and then return home to USA on June 13, 2018..
At this point it does not seem that she is going to be able to travel to Jerusalem without her baggage because she is carrying quite a few items for he sister and those taking care of her

As a professional airlines DO YOU THINK THIS IS A FAIR TREATMENT OF PAYING CUSTOMERS, I AM SURE YOUR ANSWER IS NO. All we are asking that you forward the Baggage (file number AMMAF26583) on today's flight or find another satisfactory solution.

Our flight was on 15 September. From beirut to bordeau at 7:55 am and the connection was at Charles de Gaulle airport . When we reach bordeau city or luggage did not arrived so we waited 5 hrs to receive them ( they came with the next flight) but unfortunately we had 2 stroller that we didn't received yet . I am back to beirut now and nothing received till now.

Re: Reservation # N9OZWK Jason Scott Marquess

My client, flew from DXB to YVR via CDG on AF Sept 10. He usually flies EK economy but I suggested he try AF in premium economy as he had flown premium economy on DL and enjoyed it. When client got to CDG, he purchased an upgrade to business class to travel the rest of the journey to YVR as he said he back was so sore from the premium economy seat he knew by the time he got to YVR he probably would not be able to walk. Now he is dreading having to return On Oct 15 with AF in premium economy. The client is asking what the cost would be for an upgrade to business class YVR to DXB on Oct 15?. I am trying to work with him so he is not totally against flying AF again in the future. The client did tell me that the service and meals were excellent.
Please advise what your suggestion is to make the client happy and him have a comfortable return flight.
Lynne Marquess
Lynne Marquess Travel Services
PO Box 73 Gem AB T0J 1M0 Canada
[protected]
[protected]@telus.net

Flight Air France 567 Cairo-Paris CDG -Montreal - Ottawa
Itinerary # [protected]
Expedia booking ref. S3BRD7 12:40am on 4/9/2017
Ahmed.Eliwa arrived Cairo airport to checkin to be informed plane overbooked !
Ticket was changed to: Cairo-Amman-Chicago-Montreal - Ottawa
Instead of reaching Ottawa 4/9/2017 6:00PM
He reached Ottawa 5/9/2017 6:00PM
Slept in a hotel in Cairo till the plane to Amman 6:45AM
Plane from Amman was late 1hr 33min to reach Chicago late loosing the plane to Montreal to sleep in a hotel in Chicago to take the plane the following day to Montreal although there was a direct plane to Ottawa
5/9 was the first day of his new job that he did not attend
This was a disastrous trip with a very bad experience with Air France
He was badly affected psychologically & physically .
Kindly need your feedback & how will you compensate him.

Thank you.

On the flight number AF1023 from MUC (Munich) to CDG (France) on August 07 2017. I did a on line check in and purchased one baggage fee under the name of Thuan Thi Tran Dang.
When arrived at the Munich Airport and check in the baggage, I mistakenly checked in my baggage under the name of Loc Vo, instead of Thuan Thi Tran Dang and was charged an additional 35.0 Euro; Passenger Receipt 07AUG17 - 2340092.
I would like to get a refund of 35 Euro.

I had a reservation for months to go on a Best of Europe Tour from New York.The tour was paid for. I got vaccinations and visas and other necessary things. I had never been to Europe. This was a college graduation trip tour. I checked in and waited a long time. At one point there was an announcement for a passenger with my last name with a different flight number. I have a common last name and since it was a different flight number I did not respond. After a period of time I learned that the flight number was changed and the flight left without me. There was no later flight. When I complained the lady said we issued the announcement and she walked away. I think that nobody would respond to an announcement like this. If it had my first name I would have responded even with the wrong flight number. It was clearly their mistake for using the wrong (new) flight number I wrote multiple letters to Air France and they would do nothing to set things right,

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.

My wife and I recently traveled to Beirut, Lebanon from Poltava, Ukraine. We booked our travel on Air France/KLM that routed us from Boryspil Airport to Paris and then to Beirut. The first leg of the trip to Beirut was on an actual Air France plane. The second leg from Paris to Beirut was via an Air France partner, Middle Eastern Airlines (MEA). There were no problems with the first two legs of the trip.
Before our scheduled return while in Beirut, we were invited by Air France via e-mail to check in for our return flights on-line. We tried, but were blocked and the default message simply told us that the flight from Beirut and Paris required in person check-in at the Airport counter.
When we checked in with MEA, they gave us boarding passes for the Beirut to Paris leg, but advised us that Air France and their other partner, Ukrainian International Airlines, would not allow them to give us seat assignments and boarding passes for the Paris to Boryspil leg of the return flight. We were advised that we were required to check-in at the gate in Paris.
This seemed unusual, but at the time, we did not think this would be a problem. Quite the contrary, it became a very big problem upon arrival at the Paris airport.
Even though we were screened twice through security at the Beirut airport and just walked off an international airliner, we were required once again to go through security screening before being allowed to walk to our next departure gate. The problem was that no one is allowed through security without a "BOARDING PASS." Even though we just walked off a plane and were trying to make our connecting flight and were in "No Man's Land" in the Paris airport, we were not allowed to leave the area to go the main ticket counter to get a Boarding Pass and we were not allowed to proceed to the gate to get our boarding passes and board our connecting flight to Boryspil, Ukraine.
Security in Paris treated us like we were Terrorists or illegal aliens. Our bags were searched, not just X-Rayed, and my wife was required to enter a closed inspection stall where she was required to disrobe and was searched by a female security agent.
We tried in vein to explain that the Airline in Beirut refused to issue us boarding passes for the connecting flight when we checked-in at the Beirut airport, but security did not care. After being detained for approximately 45 minutes, my complaints finally got the attention of a supervisor. She allowed me to use my baggage claim receipt as proof that we were connecting to Boryspil through Paris and that we should be allowed to clear security and proceed to the departure gate.
Air France and their partner Ukrainian International are the two companies that directed MEA not to issue us Boarding Passes in Beirut for the connecting flight to Ukraine. They knew, or should have known that we would be presented with great difficulty trying to get though security in Paris without Boarding Passes for our connecting flight, but they did not care and did not offer any apology for the delay and humiliation and rude treatment we suffered at the hands of the purposely rude and unhelpful French security staff in Paris.
When we finally got to the departure gate, the gate agent working for Ukrainian International was rude, nasty and of course she was French.
At this time, I cannot recommend using Air France and their partner Ukrainian International. The flight crews were good, but their check in system is a nightmare and the gate agents for Ukrainian International just make you want to scream and punch them in the nose because of their condescending and totally rude and unhelpful attitudes. Perhaps it is because they are French, but I am not sure.
On a positive note, the gate agents to MEA in Paris were totally helpful and a joy to deal with. The agents in Beirut for MEA felt very bad about not being able to issue boarding passes for the connecting flights, but Air France and Ukrainian International would not permit them to do so.
I will not book through Air France or Ukrainian International in the future unless it is an emergency and they have the only flight going where I need to go.

Recently flew from Johannesburg (South Africa) and had a connecting flight in Paris then to London. Once in London I found my check in bag severely damaged. The wheels, casing and handle were all cracked. 1 wheel was completely broken off! I had to carry this 21kg bag on my own and I have a misplaced vertebra which causes me severe back pain. Never the less I mailed the airline and included all the relevant documents...no response. So I completed an online form, finally after a month I was contacted and was told I will only be reimbursed 37 pounds and was laughed at when I told them about how much inconvenience they had caused me. After this conversation with pathetic customer care personnel, I assumed I would be reimbursed I STILL HAVE NOT RECEIVED THAT MONEY! I have sent continuous tweets to AirFrance and they have responded and said they would contact me by the end of the day... still nothing has been done! This is the worst experience I have ever had with any organisation. Its disturbing and dissapointing.

I contacted KLM website since I wanted of getting a refund and not using a returning flight. I CLEARED state that on one of my emails to KLM customer service. In any of the messages sent by KLM I was informed of the regulations above prior to requesting my refund. KLM customer service replied to me saying that I was able to request a refund.

On my first email I was cleared stating that I DID USE one leg of the flight and I needed a refund for the second one. I received a reply telling me to follow the procedure online to apply for a refund and it will cost me USD 200.

KLM employees can see each individual situation and they should be able to inform their customers what they are going to receive or not.
Not informing and clarifying the amount prior to finish the refund process is really bad and it looks to me a little bit tricky.

I wasn't expecting to receive a full amount over a refund. I thought I would receive the fair amount for the second leg. Every time we purchase any AIR FARE ticket online it shows how much we are paying for each leg and other airline companies often offer a refund or an option of holding the ticket for UP TO AN YEAR to use it. I purchased the most expensive ticket that allowed me to get a refund.

I paid a total of BRL 3, 221.54 and got an email showing that I was going to be refunded of BRL 160.87 This is simply OUTRAGEOUS!

It feels like KLM did want to mislead me for an error like not letting me know the regulations prior of requesting a refund so I would loose money.

I contacted KLM several times and asked them to stop the refunding process because I didn't agree with the amount they were going to pay for the ticket but their customer service refused to do. I requested the right to pay the fine of USD 200 and be able to use the ticket in a near future but they also refused to stop the refunding process and let me use the ticket.

I am still trying to reverse their decision via legal option.

Flight - AF1905/[protected]/Rome – Paris/Economy/
13 September 2013.
Dion mohan +27 [protected]

Durban KZN 4000
South Africa

On this flight [Rome flight AF1905 to Paris -Johannesburg final destination]; I was not allowed to carry my irreplaceable religious statue of The Virgin Mary which I had purchased from Medugorje. This statue was my hand luggage as it weighted 6.5kg. I was told by the Supervisor of security that I would be able to carry my statue on board if I had taken out of the box. And then another gentleman then instructs I had to pay for it as additional luggage. It was a situation of two opposing decisions from your assistants; rude and abrupt service and unfriendly attitude. Not a single promise was displayed or the values displayed by any of your staff. I questioned the safety of my fragile statue. I was assured that the statue will be safe and due to it being FRAGILE it will be well taken care of and will not be damaged in any way. With the airlines assurance and to my resistance I eventually had paid the 100 euros and booked the statue in. The Italian Airport terminal did not even have FRAGILE stickers available. These are your staff members representing your brand; I am the customer keeping your airline in the sky...surely their experience and training could have assisted me better and represented your promises better?  Surely they could have advised or assisted me better? 

On arrival to Johannesburg air-port I picked up my statue and the box was damaged and smashed. Clearly it had been thrown in and out the plane; other boxes packed on it and definitely no care taken of it at all. I opened the box and discovered the statue completely shattered. I then go to your claims counter and I think you should rename it the" I DON'T KNOW" counter rather than CLAIMS because all the assistant could tell me was I DON'T KNOW...to all my questions. The one time she was almost helpful was when she suggested that I should have went to Pick and Pay in Rome (there is no Pick and Pay in Rome) and bought a large plastic crate. I was speechless with that comment. Air France should be worried as this is the level of service from your highly trained staff. I am not an expert but I can suggest you spend less money on advertising and more on training your staff on your promises for a good start.

Air France has failed on all your promises...Air France doesn't know what should and shouldn't be hand luggage allowed on a plane...Air France doesn't  know what FRAGILE handling is or how to handle FRAGILE valuable items...Air France is rude; unfriendly and  poorly trained in Customer Service and in dealing with Customers valuables. Air France is more interested in me paying 100euros and leaving their sight. I am the customer that keeps Air France flying.

My statue is badly damaged shattered and irreplaceable. To assist me in the slightest Air France can refund me my 100euros I paid for Air France to shatter my statue and the cost of 80euros for the statue. And I promise to grate out of my mind the awful Air France experience.

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 F!@#, I'd say ...). 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.

To Whom So ever it may concern.

It is really unfortunate for me to have been writing a complaint here, but in 3 seperate instances with Air France within a span of less than one month, it has left me with no choice. And moreover, inspite of writing a numerous time directly to Air France it has led me to no further choice.
1. First instance(10/6/2012) : On my return from SFO to DEL, on flight no. AF226 i was served and forced to eat non veg food, when it was very distinguishly mentioned on my ticket " veg Hindu Meal"
2. Second instance(5/7/2012) : The same bag which i have always carried into the cabin was asked to check in. Inspite of asking for help to take me through, the ground staff was only rude enough to not assist. To my astonishment, at the time of boarding the flight, when enquired with the ground staff if the bag has been boarded or not, he was rude enough to repl;y, " i dont know"
3. Third Instance(5/7/2012) : on arrival to Delhi, i discovered that the baggage has not been loaded into the flight and will not be available till 2 days.
All the 3 instances has left me very surprised with the services of the airline of this stature. In the first instance, it is hampering and violation of religious beliefs, in the second instance, it is rudeness and non helping nature of the ground staff and in the third instance, it is loss of business due to negligence of Air France. If the ground staff was a little norre proactive and considerate towards the passenger and informed me, i would have pulled out all my relevant papers for the meeting.

i am sure, this complaint would not bring me any good but i would like to appeal the compensation of Euro 20000 for air France towards personal and business loss.

Look forward to hear soon.

Best Reagrds,
Varsha

I am complaining about Air France. We have just had our first family holiday which if you get treat like we did may be our last NOT a good experience. The way to disneyland and the actual holiday in disneyland were fantastic. It was the experience we had on the way home that ruined it. We arrived at Charles de Gaulle airport 3 hours early as its a big airport an we wanted to make sure we were on time. We boarded the plane an set off the plane sounded noisey an was a bit bumpy but we didnt think anything of it. After nearly 40 mins of flying we were told there was a technical fault and we were landing back in Charles de Gaulle? When we got back we were put on a bus an told not to worry another plane was organised for 8pm. Myself my husband and my six year old daughter were given a voucher for a sandwich but i was told my 3and a half year old was a baby and didnt need a sandwich. I was disgusted at this. At 7:30 we went to board an we were told our second flight had been cancelled an there was no other flights available. After an hour an half of talkin to numerous people we got told we had to stay in a hotel (All Seasons) an fly next day. Our children were very upset. Eventually with rubbish directions we found the bus to take us there our children didnt get in bed till after 11:30pm.
Next day we were told our flight again was the 3:30 from Charles de Gaulle to Newcastle. Again we got there 3 hours early an our flight was delayed 20 minutes which was not a problem. The flight was good an we made up time we were actually only 10 minutes late getting to Newcastle. The problem is our luggage. We originally had 3 cases an only 2 arrived in Newcastle one of which was all smashed. I have been on the phone for two days now trying to find my case an have had no luck. The people in Newcastle have been so helpful bur the people in Charles de Gaulle just say we have no further info an we apologise on behalf of air france. I have since heard a lot of people have had problems with the company an think something should be done. Myself and husband actually saw them throw peoples cases. The upsetting thing about my case is my children have stood for hours in the rain an got autographs off characters an now this is all missing. Some things just cant be replaced.
Im not exactly sure what happens now as have never had to complain before. Hopefully i will get some answers soon. I am attaching photos of broken case which is exactly the same as the missing one. I will be gratefull of any help concerning my problem thankyou. Miss Jayne Newbery