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Charles de Gaulle Airport / Paris Aeroport
Charles de Gaulle Airport / Paris Aeroport Customer Service Phone, Email, Contacts

Charles de Gaulle Airport / Paris Aeroport
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www.parisaeroport.fr
www.parisaeroport.fr

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1.2 72 Reviews

Charles de Gaulle Airport / Paris Aeroport Complaints Summary

3 Resolved
69 Unresolved
Our verdict: If considering services from Charles de Gaulle Airport / Paris Aeroport with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Charles de Gaulle Airport / Paris Aeroport reviews & complaints 72

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Newest Charles de Gaulle Airport / Paris Aeroport reviews & complaints

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4:25 pm EDT

Charles de Gaulle Airport / Paris Aeroport Security Checkpoint Female Personnel

Unfortunately, after reviewing several complaints on this platform (considering Paris CDG doesn’t have an updated complaint form), I also experienced unprofessional and inappropriate behaviors and comments pertaining to a female security personnel. Today (8/3/22) at the Paris CDG airport at Gate K (Terminal 2E) around 20:30pm, I was approached by a female personnel informing me that deodorant also served as a liquid and not a “powder” (as written on the container), which put me over the limit of “liquids” in my ziplock bag. I kindly explained that I was unaware that this counted as a liquid (it is not referenced on the Paris CDG website, nor in the airport) - she immediately dumped out all of my liquids and yelled, “CHOOSE!” Despite all liquids fitting in the ziplock bag (including my deodorant while closing), she told me she had to throw something away. She is as incredibly harsh, rude, and blunt. Similar to other experiences on this platform, when I asked for her name, she flipped her name tag around, shouting, “NEVER ask for my name again! I have no name - I work here!” After being fairly humiliated and yelled at in front of dozens of frustrated customers, I left the situation, trying not to escalate a very inappropriate, disrespectful employee. Clearly I’m not the only one with this experience and am hoping that Paris CDG begins to take this seriously.

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8:48 am EDT

Charles de Gaulle Airport / Paris Aeroport Transfer between flights is terrible

We are flying from US to Vienna and had a connecting flight in Paris CDG airport. However, we ended up missing the connecting flight because of the poor, inadequate service at the security checkpoint and passport check. This caused us to lose about 12 hours of our vacation and extend the travel time significantly. We did not even receive any vouchers for food. Most of the checkpoints and passport booths were closed even though there were clearly a large number of passengers to deal with, many of whom ended up missing the flights. Furthermore, the employees repeatedly let passengers cut the lines so while we were missing the flight we had to watch maybe 60 people be let ahead of us. People also cut the lines on their own but the airport employees refused to deal with it even after we told them. The employees were rude and at the security checkpoint they behaved aggressively. When we complained, they kept repeating how it was as not their fault. In summary, this was a very poor experience and we will never fly through Paris again because transfer here apparently takes longer than the initial checking incl transit from hotel in a major US airport. Worst airport I have ever experienced and I have travelled a lot.

Desired outcome: Issue an apology

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10:00 am EDT
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Charles de Gaulle Airport / Paris Aeroport Employees in sky priority

26.07.2022 between 1:30 Pm and 3:00 Pm

I am travelling with my sister today and i really have to because i have to run some tests and visit my doctor. I am 7 weeks pregnant with twins . I asked for assistance before i came to the airport and all was fine. When We got to charles de gaulle airport in Paris , we went to the sky priority counter and after checking our tickets the woman there said : you ordered assistance right ? We told her yes. After we finished with our luggage we asked her about where we had to wait for assistance, she replied Oh how did you order your assistance ? Which wad weird. Then she told us to wait in the couch area and the assistance was going to come get us.we waited for like an hour.. my sister went to ask one of the men who were in charge there about the wheelchair.. he literally screamed at her “IM ON THE PHONE WHY CAN’T YOU SEE IM ON THE PHONE” and he really was not holding any phone in sight. So then i went to ask him about the wheelchair he replied: well i think you can walk so the wheelchair will only come 10’mins before your flight i told him i am pregnant with twins . I was bleeding a bit too. He said i do not care what happens to you. Some people cannot walk. I told him what if i miscarry? He said it is not my problem. You can try again another time.

I think this paragraph speaks for itself. I do not even need to comment on the rudeness of the employees here at charles de gaulle airport in Paris.

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8:08 am EDT

Charles de Gaulle Airport / Paris Aeroport security point check

good afternoon,

my 14 yrs son wastravelling on 03. july 2022. at 20.25h from CDG airport. On the security check point (between 1925 and 20.00) they took him a parfum of 50ml out of his luggage. I understand that he did not pack in plastic bag of 1l but it is a minor traveling alone and this is not acceptable bearing in mind that parfume is eur 80 cost. How can I claim for this loss?

regards Jelena Vukcevic

+[protected]

Desired outcome: I would like a response and action.

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2:54 pm EDT

Charles de Gaulle Airport / Paris Aeroport Missed flight due to passport check in a transfer flight

On 28th of June 2022, at 9.20 am, we had to catch the transition flight to Romania Bucharest. When we tried to reach our gate we encountered a very big line at the passport control. When we asked the lady in charge she said that if we want to reach our gate we have to wait in that very big line, even though I have specified that we were going to lose our flight. Her response was that she is not responsible for this and that if we miss the flight we can just go to the information desk and ask for another ticket. We ended up spending money that wasn't I plan, and also i have lost a day at work, which is not professional.

Desired outcome: We want compensation, since we had to spend more money that we initially planned.

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9:20 am EDT

Charles de Gaulle Airport / Paris Aeroport iPhone lost and poor customer service

On June 4th 22 at 8:45 AM. I left my iPhone with my power bank on my flight from Toronto to Paris. I was on the Air Canada flight Ac872-777300ER. iPhone 11 Pro. Color: Gold. Case Floral Model: Serial Number. F17ZN1X6N6XP.

Within 10 minutes of leaving the plane, I realized I had left my phone underneath the food tray. I attempted to return to the plane to get my phone. I was stopped and told I was not allowed to go back. After much pleading, I was told by the people scanning the luggage to go to my connecting flight, and someone will be able to help. For almost 4 hours nobody could help me. I was sent back and forth at the airport. The Paris customer service told me they would get in touch, but they made minimal effort to help.

That same day, I was able to login to my computer and file a missing item claim. I received emails from Air Canada that my items has not been located and that they are still looking for it. I am frustrated and disappointed with Air Canada and the workers at the Paris airport. I believe if swift actions where taken I would have been able to get my phone within that 10 minutes of leaving the plane. I am currently doing volunteer work with UNICEF in the Gambia and desperately need my phone. I am currently experience major set backs in terms of productivity as accessibility as I use my phone for almost everything. Most of the people I asked for help where reluctant and some simply didn't care even with tears in my eyes. Some simply told me they can't speak English and cannot help me.

Desired outcome: I will like to get my phone back or replaced. Airport workers should also be trained to be sensitive.

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9:40 pm EDT

Charles de Gaulle Airport / Paris Aeroport Duty Free

Travelling from Paris to Australia via Singapour.

We wanted to bring good French wines to friends and family. We mentioned at the counter that were stopping to Singapour buy our final destinatiOn was Brisbane.

Nobody told us that we wouldn’t be able to carry such big amount of alcohol (bought 4 bottles in total) and ended up having more than 200$ worth of wine confiscated and thrown away….

What a waste.

Not professional at all from the duty free s employees

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3:13 pm EDT

Charles de Gaulle Airport / Paris Aeroport Custom security officer damaged my instrument, and was humiliating me in the check. Was

I am asking details to sue the airport of Paris (custom security) for public humiliation, and damage to my musical instrument.

At around 20:00 I went through security for my flight AF984 gate K43.

The officers insisted to touch every part of the instruments (never happened to me in any airport). When I offered I can do it and show them every part they refused and by force flipped the case when it was open, and one of them tried to rip the inside of the case like I'm hiding something there.

I checked the instruments and they where scratched in the wood..

I couldn't go to the police because my flight was in 10 minutes.

I will not let this pass,

I am deeply frustrated and demand a response.

I am contacting my insurance about this.

Also, on my way in the customs and at the gate, I was body checked rigorously and unnecessarily intimately.

Desired outcome: File against harassment, humiliation, and property damage.

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5:26 am EDT
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Charles de Gaulle Airport / Paris Aeroport Access arrangements for disabled passenger

We travelled from Charles de Gaulle airport to Luton on 2nd June 2022. We had our 19 year old autistic son with us. We had informed EasyJet that we had a disabled passenger and needed assistance in terms of going through security and pre boarding, the boarding pass noted the disability access. We were able to use the special assistance check in desk.

We asked to use the disability line for security, showing that boarding pass but were sent to the normal line. They then saw our daughter had a knee brace (as she had sprained her knee), so they let us through. We did not need access for her and never would have asked for it. Our autistic son who is in supported living due to the extent of his disability, appeared to have his needs ignored. He really would have struggled with his autism waiting for such a time, which could have caused him to become overwhelmed and have an autistic meltdown. We asked for pre boarding as he finds this keeps him calm, but despite notifying the airline, this request was also ignored. We had special assistance met us at Luton, so the access support was noted by the airport and in place at Luton Airport.

We have flown through a number of airports in both the US and Europe and have always had his needs met. Unfortunately in our experience Charles de Gaulle airport failed significantly to meet the needs of a passenger with a neurological disability.

Desired outcome: Staff training to recognise and provide appropriate support for those with neurological disabilities. I would suggest contacting Dublin airport who offer amazing support and understanding for passengers with neurological disabilities.

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Polly Green
Glasgow, GB
Aug 23, 2022 9:53 am EDT
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We have just had a strong similar experience. Fully support your desired outcomes.

Special assistance on boarding pass and when this was shown to security she asked “what is his problem” which triggered anxiety and disregulation. It’s disgraceful that anyone should be asked to reveal a diagnosis for any medical condition to a complete stranger, and worse when it is a hidden disability. We refused to give any information on the basis that it is private and were told to join the regular line.

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11:53 am EDT

Charles de Gaulle Airport / Paris Aeroport Agents at the hand luggage security check to Terminal 2F giving contradicting instructions and treating passengers disrespectfully

I was in transit from 2E to 2F on 01/JUN/2022 at 18:15. At the luggage controle, I put my stuff in trays and I was instructed to push those trays forward while the conveyer did not seem to be serving. Rather weird, I thought. The first tray reached the scanner, and I was pushing the second tray just like I was told to do. At that moment, one of the staff members at the security check shouted at me; ‘Madame, arretez-vous!’ Next, I went through the body scanner and a female agent told me to stand there and she checked me roughly. Another agent indicated that I may go. As I was leaving the position, the woman shouted at me saying that I have to stay at that position. A few moments later, the guy who had dismissed me earlier told me to go. As a passenger and a paying customer of the airport facility, I felt insulted and treated disrespectfully. Especially the tone of the voice of the female worker was inappropriate. She must be feeling superior because she is French and I am from Asia.

Desired outcome: I would like an apology.

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6:56 am EDT

Charles de Gaulle Airport / Paris Aeroport Not professional work, which costed a lot of money for us

Passenger, who flew from CDG Paris airport to RIX Riga airport, got into absolutely incredible accident, which nobody from us never had before. One of the employee in the registration table told to the passenger that he need to put his luggage to the check in bags because in his opinion second small backpack cannot be on the board, but according to the Air Baltic rules it is possible if total weight is 8kg and it is fit under size for Air Baltic rules. Employee did not measured or tried to put this bag on scale, he just made decision by just looking on him. When passenger said he has all the electronic in this bag and lithium batteries for electronic, employee said that we need to upgrade his flight to Business Class which coasted us 490 eur and at the end lost bag, because of all the procedure to upgrade ticket 30min before flight. This is not first time CDG employees act not according to the rules.

Desired outcome: Compensation for at least half of that unnecessary upgrate ticket for 490EUR

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1:05 pm EDT

Charles de Gaulle Airport / Paris Aeroport Security

Passing from terminal 2E to 2F for a connecting flight, I asked the woman working at the security in English if it was necessary to separate liquids as we had already been through security in the previous airport and were taking a connecting flight on the same airline. She began yelling at me and my partner aggressively in French. We were shocked and asked her to not speak to us that way and to please explain in English if there was a problem. Once we passed through, I commented to my partner in Spanish that the security had been very rude and another security guard jumped in front of me to ask what I had said. As if I were not allowed to complain about the treatment in my own language. We asked to speak to the manager about the treatment and he listened non commitally and didn’t respond at all. He didn’t even say anything just nodded and waited for us to leave. Very disconcerting and most unpleasant airport security experience.

Desired outcome: Discipline and customer service training for employees involved

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2:31 am EDT

Charles de Gaulle Airport / Paris Aeroport Aggressive an rude security staff

Today April 15th at Terminal 2E at the Security point there was a woman with a erratic and aggressive behaviour that I do not understand at 8am. She was pulling ,pushing and moving trays around without any logic confusing everyone as if she was mad. I have place both my hand luggage in one tray and she pushed my tray of the rail and started screaming at me: you only put one bag in a tray. I have placed one bag and got the tray for the other bag and she kept screaming: Move, Move! As if we were cattle at a market. I told her I want to speak to a supervisor and she started laughing. I honestly don't understand this bipolar attitude. I had to go look for a supervisor Richard Hubard who was very confused and told me to write a complain. A supervisor with ZERO leadership skills, zero conflict resolution and who is unable to manage his staff. I am seriously concern with the mental state of the security staff employeed here. They seem poorly trained, unable to manage crowds and stress and aggressive. A disgrace that such low class and uneducated people end up working in airport. They do not represent the airport in a professional manner and they lack basic skills to perform their job up to standards.

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1:38 pm EDT
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Charles de Gaulle Airport / Paris Aeroport Wheel chair. Service

My husband and I were traveling from Basel Switzerland with a stop at CDG, at 8:05AM before connecting on to flight 8552 final destination San Francisco CA. on Wed March 23. I am a 77 year old woman who needs wheelchair assistance. We were shuttled into a room with a fellow and 2 wheel chairs. I told him I had to use the rest room, he informed me to wait here someone will be back to pick you up, he then escorted the other wheel chair passenger to the elevator. I tried to get in saying once again I needed a restroom. He loundly rebuked me saying "are you traveling with him?" I said no but I am in distress and must find a restroom. He shut the elevator door on me and disappeared with the other passenger, leaving my husband and I to navigate looking for a rest room in an airport we knew nothing about and with 90 min to catch our connecting flight. A kind AirFrance employee on another floor guided me to a rest room and was so appaled at our treatment she took me to a very angry man in a booth who yelled at her, :"What do you want me to do about it?" By then I was in tears as I had no idea where I was, I was walking with my cane and in severe pain. I have rheumatoid arthritus in both my feet. This kind woman found me a wheel chair and a man pushed me to the gate for the shuttle, but I was told to wait for a private carrier. We now had 20 min til boarding. As we were waiting we saw the man who left me and my husband berated him. "Have you no decency?". His remarks were to ignore me and when I asked to speak to his manager, his manager said If I had staid where they put me, someone would have gotten to me eventually. This was an unbelievable situation to be in and I feel we were treated this way because we were American. How else can you explain the painful neglect and actions of a man employed by your airport to offer guidance and comfort along with the wheelchair? We are not confrontational people and always treat people with kindness and respect. I felt very sad that with the world opening up, this particular airport save for 2 very kind individuals, has lost it moral compass.

Desired outcome: I'de very much like to be contacted by someone at the CDG airport to know that I have been heard.

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2:46 pm EST

Charles de Gaulle Airport / Paris Aeroport Tax refund

I validated my tax refund and checked in to find the tax refund office closed and now I cannot take my cash! I had no prior knowledge about that as no one have told me or a sign at the airport me that shows that the tax refund in cash is no longer an option. I need my money back as soon as possible as it is not my problem that there is literally no sign at the airport that says that cash tax refund office is closed. Also, as an english speaker tourist at the airport who might need help, it is definitely not okay to speak to the customer service and find out no one speaks in english and apparently no one could help me with my problem due to mis-communication.
I need my tax refund back as soon as possible

Desired outcome: Tax refund in cash or credit

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5:33 pm EST

Charles de Gaulle Airport / Paris Aeroport Female personnel - likely verrà

On Thursday, nov 24, I arrived at terminal 2 around 10 am. There was a lady whose job clearly was to navigate arriving people to the right queue. This lady was short, straight dark hair, shoulder length. After having waited for an hour I asked if I was on the right queue and told her I have a EU passport. She asked to see it, I have it to her and she just walked away. After another 10 min she walked by and I tried to ask her another questions she pretended she didn't see me! Like we are in high school - this is her job! I insisted on asking her a question she finally acknowledged me, I asked her is there one line for everyone and she said "yes" with an such attitude that everyone around me on the queue laughed! I then got out of the queue and asked another person who told me I should not be on that queue at all! I chased after her and told her I want to file a complaint against her. She refused to identify herself, said she didn't have a name! What a rude and unprofessional person! She should be fired immediately! Her job is to navigate people and not to pretend she is the owner of the airport of France! Her colleagues were too protective of her and I couldn't reach the supervisor to complain but they told me her name is Verra. I am disgusted by her rude attitude - she is paid to tell people where to queue and not to walk around pretending she is a supermodel! Which she is very far from! Pathetic

Desired outcome: Disciplinary action - discipline the person to do her job without attitude

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10:07 pm EST
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Charles de Gaulle Airport / Paris Aeroport Information providers personal

Today, 24 of November 2021, around 11 pm, in Terminal 3 of CDG airport I was treated extremely rudely from the side of information providers personal.
A female employee, brown hair, quite pretty, can't remember the name on badge precisely (long and starts with E) screamed at me and asked why I looked at her badge, blamed me for coming too close to her (I was wearing a mask and maintaining 2 meters distance) and overall she was trying to provoke some conflict and her colleague nearby was just calmly observed it.
I could never imagine a situation when an airport personal would be rude, screaming and provoking after I just asked her "Excuse me, how can I find a RossyBus?"
Maybe, this employee was under the influence of some substances or just psychologically instable.
Anyway, I hope you will find this information helpful. I believe that it's extremely important for CDG airport to maintain a proper brand image, since it's the place where many foreigners get their first interaction with France and french society.

Desired outcome: Qualification re-test for an employee

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1:45 am EDT

Charles de Gaulle Airport / Paris Aeroport Security check staff

Below is a letter of complaint I write to Paris Aeroport:

I had a terrible experience going from terminal 2E to 2F at the security check that is located before Passport control. It was about 9:20 AM on August 3, 2021.

My hand luggage was flagged because I had a bag of creams, gels and liquids in a clear bag that was bigger than 1 liter. I did not understand what the female employee (I don't know her name) wanted me to do when she showed me a clear, 1-liter resealable bag. I told her I do not speak French well, and she soon started yelling at me. When I understood that she was going to throw out anything that did not fit in the resealable bag, I told her that my husband was ahead of me making the line for Passport control and asked if I could call him over, so we could put things in his suitcase, too. (Since we didn't know about the one-liter rule, we had put all of our liquids, gels and creams in my bag and he had none in his bag.) The employee angrily refused to allow this. I put certain creams in the resealable bag while she held it, and even though there was room for more things, she yelled that I was not allowed to add or trade any of the items left out.

I was frustrated and nearly in tears when her supervisor (who does speak English) came over. I asked him why she was keeping a container of my thyroid medicine, and he said they were allowed, so I put it in my suitcase. Why did the female employee take my pills out then? When I told him that my husband had no liquids, gels or creams in his bag, he told me to call him over, but by then my husband had already made it through Passport control. Why did the female employee refuse to allow this earlier then? He also let me add some smaller things to the bag, while the female employee still yelled in French that I should be allowed no more. I was able to seal the bag after adding more items, so why did she refuse to let me try?

In reading your regulations now, I see that prescribed medications are not part of the 1-liter restriction, but this employee threw out even two doctor prescribed creams, my sanitizing gel and was ready to throw out my thyroid pills had her supervisor not come to assist. In reality, there was only one item that should have been thrown out because it was 118 ml. Everything else would have fit in our two suitcases. This employee also refused to explain things clearly, yelled at me and wouldn't budge on allowing me to rearrange, or even touch, items in the bag. All of this happened while I was rushing to catch my flight in gate F31 with very little time because the airline had made a mistake with my husband's reservation. I was able to make it on board because I ran from Passport control.

I do not think airport security personnel has the right to mistreat and belittle passengers that are confused by the language and regulations that vary from airport to airport. My bag went through three security checkpoints that day (in San Diego, Paris and Venice) and only in Paris was I forced to discard gels and creams. This female employee should not be dealing with passengers. At first, she was slow in checking the bags that were flagged while passengers are rushing to catch their planes, and then, she grew impatient and angry because I was confused. Are all passengers supposed to understand French to be treated with respect in your airport?

I live in Italy and travel often. Your airport has left a bad taste in my mouth, and I will avoid flying through there at all costs in the future if I can help it.

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4:56 am EDT
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Charles de Gaulle Airport / Paris Aeroport Bad costumer service and disrespectful behavior

I forgot my perfume on my carry on bag. The man ask me if he can throw it away. Before I give home an answer he just threw it and move his hand towards me and started talking bad while he wakes away. I ask for his manager, the manager said " this is the way we do business over here"
I will fill a claim against CDG, as soon as I get home plus I will do my best to avoid coming here again. This happened around 7 am

Desired outcome: Make sure you guys treat your guest with respect

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2:40 pm EDT

Charles de Gaulle Airport / Paris Aeroport Complaining about the officer / security officer at the airport

To whom this may concern, on the 4th of October myself, my brother and our mother travelled to France for a family wedding, my brother was suffering from upset stomach, he was vomiting on the plane and of the plane he was very unwell. We landed in France (Charles de Gaulle T3) with my brother still vomiting and very unwell, we was greeted by three french speaking people I am assuming they were border force employees, they followed us through the hall following us outside where we was trying to get a taxi to get to our hotel room, they seemed concerned at first so I thought asking my me if my brother needed a doctor which we replied "yes please" as he was getting extremely worse. They walked us through to their quarters making us believe they are trying to help my brother, they asked questions which I found to be offensive one of the guards asked me and I quote "has your brother swallowed anything because it could burst in his stomach" it was then I knew they weren't trying to help us instead they thought my brother came to France for two days just to smuggle drugs which I found absurd. While we was engaging in a conversation with the other guards whom was being very rude and racist and verbally abusive towards me and my mother, they had my brother in the back room taking his urine etc to check for drugs which they thought he had swallowed. They took our passports and started question why if we are related do we have different names in which I responded "this has got nothing to do with what you are suspecting my brother of" the urine sample came back as finding cannabis in his urine which wasn't I shock to me as my brother smokes cannibis to help him sleep. After he tested positive one particular guards became very aggressive and abusive he told me I quote "go back to your country we didn't ask you to come here" I didn't quite understand we if he meant go back to my native country or UK I was absolutely disgusted at this pointed I was in tears, the man was shouting in my face pointing at me very aggressively spiting and shouting I thought he was going to hit me I immediately became withdrawn as I had no trust anymore. They then searched our luggage's (they found nothing) they took my brother to the hospital to check if he had swallowed anything and they found nothing in his stomach and let him go. The treatment we got from the border has left me feeling extremely anxious, even more depressed. I suffer from mental health problems at present I was sexually abused as a child and to be spoke to like that to someone bigger then me and in that manner we was spoken to has left me absolutely shaken I am now on high dose of antidepressants that my doctor has put me on because of this situation, I can't sleep eat or focus I haven't been the same since coming back to the UK the treatment we received in France was absolutely disgusting we was treated and spoken to like animals, no one wanted to help us make a complaint over there they all forgot how to speak English all of a sudden, it was a horrible it was that bad I will not be going back to visit family in France because of this this is 2019 what happened to a bit of humanity that day, a bit of respect for the human race? I want to know what steps I can take to have these guards be given a form of warning or a form of punishment. I have a attached 2minutes if this abuse which actually went on for over 15 minutes but because I felt threatened by them I stopped recording as you will hear towards the end of the video.

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Phone numbers

3950 +33 170 363 950

Website

www.parisaeroport.fr

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