[Resolved] Viking River Cruisesviking air

J Aug 12, 2018

Air France Complaint Continued:

Case Number: Delta [protected]. Air France [protected]

After all the frustrating and stressful experiences we had getting to CDG, we next had to catch our connecting flight to Bordeaux. As indicated in earlier correspondence with Delta and Air France, because of our age and mobility issues we need to travel business class. That was what was booked for us for our flights from AUS to ATL to CDG to BOD, and BOD to CDG to MSP to AUS. We consider ourselves travelers rather than tourists, and know that one must "go with the flow" when there are reasonable inconveniences.

We knew that the aircraft for our flight from CDG to BOD had no business seats but were told we would be assigned "premier" location seats. We were given seats 17E&F. I asked the agent if she would give us any consideration for the "business class" classification of our flight itinerary and the fact that we would slow down passenger boarding if we navigate the aisle for about half of the plane's length. The counter agent could not or would not offer a better seating option. She offered us pre-boarding, which of course meant we would only put us in the cramped seats for a longer period of time. We spent over one hour crammed into the seats with no leg room. I'm 6'3'' and my wife is 5'10'' tall. It was a very unpleasant experience. I will attach a photo showing my legs in these "premier" seats.

With our beautiful Viking river cruise completed we needed to fly back to CDG to catch our flights back to AUS via MSP. The itinerary provided by AF on-line, indicated this would have a business class section in which we would have seats (5C&D). It turned out that this aircraft didn't have a business class section. For me to fit in the 5C seat I had to infringe on the aisle space. Photo attached.

The clearing of Customs & Immigration at the CDG air terminal was a text book example of how NOT to serve the public. Passengers from at least two arriving flights; well over 200 people had to clear the one open station. Surely all travelers appreciated the screening that is necessary and that it is done for their safety. But surely, arrival times for large groups of transiting passengers are known and appropriate number of Customs officials can be in place to accomplish the processing. Eventually additional officials sauntered in and slowly opened their stations. To add to this mind boggling situation, the team of attendants (with one obvious supervisor) were incompetent and clueless about expediting the now bulging lines of people. The supervisor gave no attention to what his team was doing (or not doing) and spent his time selecting people, for whatever reason, and moving them directly to the front of the line of the one open station. Our two hour layover was reduced to about 30 minutes. By comparison, in MSP the process of clearing Customs, identifying baggage and moving it a gathering point for our next flight, and then passing through the security check, took less than 20 minutes.

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  • Updated by James Dethlefsen · Aug 12, 2018

    /Users/jimspro/Desktop/Biz Cl BOD to CDG.JPG /Users/jimspro/Desktop/Premier Seat CDG to BOD.JPG

  • Viking River Cruises's response · Aug 16, 2018

    While we hope that your experience cruising with us was enjoyable, James, we regret to hear that your return flight home was disappointing. Our records indicate that a Customer Relations Agent has contacted you and addressed your concerns, and should you wish to ever discuss this matter further, we welcome you to reach out to us at [email protected] We look forward to future sailings together, James, and wish you lovely day.

  • Resolution Statement

    Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.

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