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June 16, 2007

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Michael

Add another one here. What the heck kind of airline will not let you change the day of your return flight after you have already taken the outbound flight? There is no amount of money that will allow you to do this. You just can't do it. Period. This is stupid in so many ways it just baffles me and at the moment pisses me off exceedingly. I am stuck in a place where I finished my job a day early and would very very much like to go back to my wife and son rather than waste a day doing absolutely nothing here. But no, AF would rather be incredibly stupid by A) alienating a (former) customer and B) refusing a business opportunity (change fees) just for starters. My only option is to purchase a new ticket and ditch the return portion of my existing ticket. The price tag on that is a wopping $1600 for a 1.5 hour flight connecting to a 0.5 hour flight. More than my company would swallow. How much worse would it be if instead I had to stay a day later to finish my job or if I missed my flight because of an auto accident or if I needed to get home early because a family member was sick or injured. Screw Air France. Forever and finally to he11 with them. I will not choose them again unless there is no other choice. If I do have to use them I will make sure that my company purchases an unrestricted fare for me. I hope for your sake that you are reading this before you have them same problem I do rather than after.

Jana Feltes

Just got back from a flight Paris to Singapore. Air France must have the most arrogant and rudest flight attendents. Not once during the 13 hour flight did they offer some water (except for the dinner). We were told that there is a bar at the back of the airplane were we have to serve ourselves. The refused to speak english, even after letting them know that I did not understood them. Let's face it, they have their heads so far up their behind, it is disgusting. These people are racists, if you are not french, they disregard you. I just heard that the new president of France, Mr.Sarkozy, is about to change the work attitude of his country. Hopefully he starts with Air France employees. If they don't like their job and hate customers, get the hell out and do work somewhere else.

A

Sorry to hear all these horror stories.

I've flown with Air France about 8-10 and have found them the best airline to fly with so far. I've only had one bad experience, when flying to Rio, and that was due to the other passengers starting a party in the plane.

As to lost luggage and being on time, they actually beat all the other major airlines (these statistics are publicly available).

I would advise against judging an entire airline on just one flight. Also, avoid transferring xenophobic national stereotypes to a company because of its place of incorporation. It makes you look bad.

million mile(er)

Air France is one of the worst airlines around. Continental is choosing to leave SkyTeam in part due to complaints to them from customers concerning Air France. In march I flew them from Cairo to Paris, on a crappy Airbus A320 in business class. The flight was scheduled to be serviced by a B-777 with REAL business class which is what I'd paid for. At not point in the several letters (most of which were simply ignored) did Air France have any thought that they did not provide the product they charged for. Simply astonishing in it's arrogance. It not about being French, I've known MANY lovely, friendly french people, this airline is simply staffed by hateful, nasty people who despise their jobs. Recently, we flew to Europe, and of 4 Air France flights guess how many were late? Every damn one! Was anyone there greeting the plane for connection assistance as was promised, NOPE, did any give a damn, NOPE they weren't even surprised they were always late. Our returne trip had us on seperate flights due to a booking error, would ANYONE at Air France work with us? NOPE. At one point I considered switching to Delta to remain with SkyTeam...well, after this last lovely Air France flight I say ADIOS!

karen

I'm not alone I see!

I had read a horror story about AF and flying with an infant a few months ago, so I prepared myself for what was to come. And like all other parents traveling with an infant, I too was treated like s**t.
I traveled alone with my 21-month son from Brussels to Australia in Nov 2008.
Like many others I had the following problems:
- No priority for boarding with an infant.
- No help to carrying my hand luggage and an infant to my seat. They just look at you annoyed because you’re trying to squeeze your ay through the mini isles
- Food...if your lucky and it was ordered for you like it said on your booking form, you might get something to eat for him/her. When you do get food and you have your toddler on your lap, you then have to figure out how and where to eat it!
-Air quality....airco which was blasting away the whole flight long and on the return we were sprayed down by stuff which made the whole plane cough for 10mins afterwards...very healthy!!
-Charles de Gaulle- worst airport in the world. Dragging your toddler and many hand language out of the plane and finding that there is no strollers or bags strollers in sight. Then you have to walk another 20 mins through the airport to customs where you queue for another 35 mins with 300 other people who stare and laugh at your toddler who at this stage has diarrhea and exhausted and throwing tantrums on the floor. When you finally arrive at the baggage area in sweat and almost in tears you find after another 40 mins waiting that your baggage and buggy never arrived in Paris.
Two days later and I'm still waiting for my luggage.
And lastly toilets in CDG- a danger zone for any infant...who hell designed those!!!????
All in all...no more AF for me!!!!

karen

I'm not alone I see!

I had read a horror story about AF and flying with an infant a few months ago, so I prepared myself for what was to come. And like all other parents traveling with an infant, I too was treated like s**t.
I traveled alone with my 21-month son from Brussels to Australia in Nov 2008.
Like many others I had the following problems:
- No priority for boarding with an infant.
- No help to carrying my hand luggage and an infant to my seat. They just look at you annoyed because you’re trying to squeeze your ay through the mini isles
- Food...if your lucky and it was ordered for you like it said on your booking form, you might get something to eat for him/her. When you do get food and you have your toddler on your lap, you then have to figure out how and where to eat it!
-Air quality....airco which was blasting away the whole flight long and on the return we were sprayed down by stuff which made the whole plane cough for 10mins afterwards...very healthy!!
-Charles de Gaulle- worst airport in the world. Dragging your toddler and many hand language out of the plane and finding that there is no strollers or bags strollers in sight. Then you have to walk another 20 mins through the airport to customs where you queue for another 35 mins with 300 other people who stare and laugh at your toddler who at this stage has diarrhea and exhausted and throwing tantrums on the floor. When you finally arrive at the baggage area in sweat and almost in tears you find after another 40 mins waiting that your baggage and buggy never arrived in Paris.
Two days later and I'm still waiting for my luggage.
And lastly toilets in CDG- a danger zone for any infant...who hell designed those!!!????
All in all...no more AF for me!!!!

Fatih


Airfrance sucks bigtime. Worst airline I've flown. They cancelled our flight and rebooked me to a flight two days later. Two days later! Then I asked them for a flight next day and not two days later. They said they will try and told me they rebooked me to that next-day flight. But later I found I found out they only put me on the waiting list. These people treat you like shit and they lie to you, too. I will never ever fly airfrance again. Never!

Matthieu D

Thanks for your post, I was so dissapointed by Air France's attitude regarding my file that I created a specific website and Twitter account to canalize this "Voice Of the Customer"...

Christine

Claudia, do you realize that this blog entry is the #1 Google hit for the search "Air France sucks"!! :)

GB

http://proud2bebrown.blogspot.com/
Air France is racist. Air France sucks. Read the above blog ASAP and determine if you really want to fly Air France again. Shameful. Sad.

Charles

Air France does not need to have good customer service for economy passengers, those passengers will always fill up the aircrafts because they are looking for cheap seats, not service. Every AF flight I have flown on has been full or nearly full, so that confirms it
What would surprise me is them skimping on business and first class passengers. That is where real competition is between carriers. I don't think service is poor in AF business, unless you bring a child on with you. You see, most business travelers pay more to have a quiet atmosphere. It's an unwritten rule, don't bring young kids on business.
My gripe with AF is this: they have aging planes, a very poor loyalty program (hard to earn miles and claim rewards), no reason to excel because they are guaranteed to be bailed out by the government if they get close to failing. They used to be better (1990s...) now I am switching to Star Alliance. I will not fly air france just for the free champagne.

Stef

I know you wrote this a few years ago, but sadly things have not changed with Air France. Your story sounded pretty much just like my last experience. They are horrible. The service is nonexistent and the fact that they will not let you gatecheck even the smallest umbrella stroller is just ridiculous. I did not have any positive experiences with other airlines either, but at least they let you keep the stroller. Swiss was ok because I was allowed to reserve a bassinet when my son was an infant. Lufthansa was extremely rude, all the bassinet seats were given to older people/people with higher frequent flyer status. It's really like airlines hate customers traveling with infants and children, there is no such thing as customer service anymore.

S. Clements

Air France will help UK stranded Xmas passengers....if they're rich. My Air France pre-Christmas flight was cancelled. They had plenty of seats available, leaving from Bristol airport on the 23rd, one of those being a seat that could get me back to my family in time for Christmas. However, they would not give me a seat, because it was first class and I was originally in economy. So, "it's just about the bottom line"? I said. "Yes" was the sales rep's answer. When I bought the ticket several months ago, Air France entered into a contract with me to fly me out on Dec 21st. They couldn't de-ice their planes, but they could have put me on a different flight. Passengers should sue Air France. Terrible customer service. I spent £26 being put on hold to speak to someone about my cancellation. But, it's all about the bottom line with them. They have no sense of right and wrong.

Sonia Roody


As customers, we all want to be treated well by the companies or businesses that we go to. By just a simple greeting from these staff will simply make us smile. And I feel sad because there are still companies who are not making an effort to improve their service to their clients. Great thing that there are still call centers in some companies who have been making waves in providing excellent customer service to their clients.

jm

I was once a customer service agent for Air France in the United Sates and in my experience we could care less about economy travelers, particularly if you bought a discount ticket. There was an extreme anti customer culture at Air France. We were told during the first day of training at the corporate office in New York, that the customer is not always right and you do not have to take their abuse. This sounds fare, but in my experience it justified a hostility towards our the majority of our clients. Air France has an us against the passenger ethos. If you want evidence call an them with a concern a see how quickly they become oppositional. It is really stunning how anti social AF agents can be, unless you are a VIP.

Ernie

KLM and AirFrance are a joined venture since 2003. Let me show you the difference on our flight WITH TWINS from London Heathrow to Johannesburg (KLM) and back (AirFrance).
(1) We had overweight luggage (among others due to special premature milk; twins are always premature...): KLM made no fuss about it and didn't charge. AirFrance wanted to charge USD 300 for it... but allowed it without charge after talking to the manager.
(2) KLM stewardess helped us with getting the handluggage into the airplane (while we were holding the babies) and helped us getting out of the airplane (while we were holding the babies). AirFrance didn't want to touch our bags as it wasn't theirs (huh?!). We had to find an empty spot OURSELVES for our three handbags in an overfull overhead compartiment.
(3) The KLM-captain (you know, that is the one responsible for crew, passengers and airplane) runned downstairs himself to grab our double-sized twin stroller and dragged it upto the terminal and assembled it while other KLM-crew rushed to help us with assembling it and waved us goodbye and a safe a good trip. Atthe transfer in Paris CdG, AirFrance told us with a straight face that, if the stroller wasn't at the gate, it will be transported via the dungeons to our next flight automatically. They couldn't help that we needed it NOW and we should contact Mensis for that (ocmpany bagage-handler) Of coarse not a single helping hand to get us to the next flight! The captain wasn't available for comments.
(4) The stewardess of AirFrance of the next flight said that she wasn't in charge of bagage-handling. Only after a severe thread of a punch in her face, she was willing to contact the ground-crew on my behalf. But of coarse without succes... again no stroller at the gate at LHR. We found it after 45 minutes walk at the bagage carousel. Luckily it was undamaged.

It needs to be said that both, AirFrance and KLM made the seat in between us (we both had aisle seats) free of a person so we had plenty of room for our twins and for ourselves during the flight.

kully M

Horrible airline, the baggage didn't arrive with my daughters flying from Heathrow to Paris. After many phone calls for days, no-ne still knows where their baggage is. Disgusting attitude, upsetting and they don't care. They showed no compassion, made no attempts to call my daughters to reassure them that they were still looking into this matter.

bpo services

The title of the post is very intriguing makes the blog full of readers and comments. That airline should fix that stuff. It affects reputation.

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