Air France Reviews 

It's the best company and the customer services perfect thanks

Website is a little bit misleading however got the end result I wanted

Where do I start?!! So many issues!
Booked flights for my family to spend Christmas and NY in Cuba. Firstly, changed return flight a few weeks after booking so lost a day of our holiday. Then changed time of flight going out, so lost an evening of our holiday. Eventually arrived in Cuba 0030 as opposed to 1830 when booked or even 2030 when they changed it. However, they cleverly change the time of the flight during the day so that they can avoid paying you any compensation! Legal? Next, they sent my luggage to Tunisia so had to spend 3 hours waiting at the airport to report it missing. When it did arrive, we had moved on from Havana but they made no effort to get it to me, so I spent 10 out of my 14 day holiday without any of my belongings. Shops in Cuba are scarce to say the least but I did manage to find somewhere to get some shirts, t-shirts, beach towel and flip flops. When I put in my claim, they denied it because I didn’t provide itemised receipts. Cuba doesn’t do itemised receipts! But they probably know that. No apology and they are taking no responsibility for losing my luggage - they are not prepared to pay any compensation even though we lost another day of our holiday wasting time at the airport, phoning Air France 5 times per day chasing my bag and then going back to collect it from Havana airport.
The real shame is that the actual flights were good and their cabin crew are wonderful. But the company itself really doesn’t care about its customers. They had an easy opportunity to make things right but chose not to.

Easy to use website. Very clear and easy to navigate through options. Pricing clear. Overall buying the tickets was a good experience. Hope the flight is as good!

Firstly if there was an option to select -100 stars I would without hesitation.
I will be fair however and just say that this review is about the team at Heathrow airport on Monday 23rd January 2023.

1)48 hours prior to arrival I made a call to the airline with questions about the Covid Pass. Advised to get a negative test result, upload it on the NHS APP and print it off incase. I asked if he was sure and is this the format that is accepted as I feared my parents would be turned away from the flight. And he said yes.
2) A frantic phone call is received to myself from my father telling me the check-in desk has refused to accept the Covid pass. They get ushered along as the queue behind needed serving. Leaving my 70+ year old parents stood in the middle of Heathrow airport with no further help what so ever!
3) We book Covid tests at the airport. Paid £300
4) Ask the Air France check-in if they can rebook a new flight time. They say they dont have a Airfrance help desk and so they have to do this online or call!
5) I decide to help and speak with someone on LIVE CHAT explaining that we had previously paid £200 extra incase we needed to amend the flights. Only to be told that covered admin and not the fare difference!
6) After being on LIVE CHAT for 30 mins+ Air France come back with we cant help as your parents were a no show!! Which I assured them they were there at check-in 4 hours before the flight. After a lot of backwards and forwards I was offered a flight change for the small fee of £9000+ for 2 adults (WHAT A JOKE) We refused and went on skyscanner instead for 2 outbound tickets to Hong kong and found them at £400 on Cathy Pacific the next day. Needless to say we booked these!!
7) Further more having to book a nights stay in a hotel at heathrow which then cost £409 at the Hilton Garden Inn. Broken light fixtures, blocked toilet a kettle that turned on but wouldnt switch off!

I would definitely tell everyone to fly with another airline. The staff at check-in were rude, unhelpful and disrespectful.

Thank goodness Lovely Obeng at Skybreak was there to rescue the day. Booking the Covid test, printing the new flight booking on her printer, sorting the hotel and all this with a huge smile on her face.

AIR FRANCE TAKE NOTE!
Your staff need retraining in customer service and human decency!

Good riddance to AIR FRANCE! I think a few members may need to revive their personalities after resting at home in the pandemic for too long....

My ticket is to travel to Douala Cameroun. They refused me to bord because of covid test in January 2023!.I bought it 3months before. I did all the paperwork, visas and everything. No where it was mentioned that this was still a requirement. Cameron embassy did not request covid test. Air France website did not request it at online check-in. Less than 12 hours before the flight I received an email from Air France asking me to check my covid test documents before travelling! I was puzzled by such a request just hours before my departure! I called their customer service. A very disappointing experience. It looked like staff did not know what they where saying. She keep telling me to ring Cameroon embassy and to check with them on a Sunday evening! I keep stressing that I already have a visa from Cameroon embassy. She finally hung up on me. When I called later another staff after checking my file told me I was clear to travel. I spent a night sleeping in airport hall so that I can check in at 4 o'clock Am. The staff at the boarding desk was zealous like nasty policeman. First question: where is your covid vaccination certificate? Then asked me to bring in the first swit case then went on to speak to his colleagues and read what ever on his screen. Then he eventually retrieved the first case asking me take it back. And gave me a phone number to call. Here was I without any choice but to return home. But before leaving I casually called the number with evasive female staff telling me she doesn't know if I will be charged to reschedule my flight.
I don't even know where this is still a requirement for travelling either to France, as my wife and kids recently travelled to Paris August 22 by eurostar with no hassle.
And Cameroon embassy is not asking for covid thing. Sounds like scam.

Easy to use and information clearly accessible

I'm platinum for life on AF, so to be fair, I get a bit more looked after than most. But compared to our recent BA experiences, we could not complain about a single aspect of our AF trip.

Used Air France many times over the years and have never been let down, every single flight has been outstanding and the airline has gone out of the way to reward loyalty and when things go wrong, the swift reaction of Air France and generosity is excellent. When air traffic control went down years ago at Heathrow, paid for economy passengers to be put into a 4* airport hotel, kept constant communication and even upgraded us to free to Business so we could get home faster. Done this again when illnesses, skipped us through the airport very fast. Cabin crew have always been very attentive, polite and friendly. Hub terminal at Paris CDG 2e and 2g are both great, and also handled our baggage claim very well and replaced with brand new suitcases. Definitely recommend Air France and would go out of my way to fly them because of their customer service and actual care towards passengers.

Our baggage did not make to the destiny airport. AirFrance told me initially that I will get them the day after (today) - which I have been told is no longer the case, right now I already expect them tomorrow.

I live in Czech Republic and I have spent 1 month in Spain. I had to take casual and business clothes with me, as well as gym clothes. In consequence, I do not have clothes to work tomorrow, neither for my gym session. Additionally, I have my winter jacket in the missing baggage. Being in Prague and being in winter, I can not go anywhere without it.

For this reason, I am going to buy at least some business clothes and gym clothes so I can make it through the day tomorrow. AirFrance does not want to compensate for any of the costs involved on this as they say I have a permanent, and not a temporary address.

I do not care what the policy say, this is going to cost me money and make me waste time.

Being such a well known company, I always trusted AirFrance. The whole experience of missing a baggage starts on the airport, where you are waiting for longer as your bags do not come. Then filling all the paperwork on the baggage claim desk. Afterwards, having to call the company and waiting for customer service to answer so you can get to follow up your case with disappointment to hear that it is not going to make it on the right time. Followed by wasting time shopping things that you already have.

How is possible that a customer can not be compensated for such a cost, waste of time, and bad experience?

I will not use AirFrance anymore. Big disappointment.

Good prices and availability of flights i.e. number of flights daily from local airport to Paris. Would have given 5 stars but their was a glitch with website & took a while to complete booking.

Delayed our flight by 7 hours and then forced us to stay on the plane. Gave us no explanation, lead us on saying the flight will leave and only gave us refreshments until the end. Very disorganised company and very disappointed with the service I received. You’d think surely they would have the decency to give us the money back that we had to pay for transport and Hotel. They didn’t, instead they offered to pay a little amount compared to the costs and stress we endured due to Airfrance’s disorganisation. Forced us to stay in a tight cramped space with other people and crying babies for over 7 hours and were just left to sort ourselves out with a hotel late at night on THE NIGHT with no help. Very unhelpful and very upset with Airfrance. Will never be flying with them ever again. If the flight was cancelled, we should have been told in advance NOT ON THE AIRPLANE WITH A DELAY OF 7 HOURS! But they didn’t. They’re not even offering us the full compensation for the LEAST amount of costs we had to endure due to Airfrance’s disorganisation and indecisiveness. They ruined the rest of our holiday and I don’t want other people to make the same mistake.

Please avoid Airfrance. Awful company with no understanding from the customer’s end. You can fly with cheaper brands like Ryanair and Jet2 for better value for your money. They’ll make you pay more for no reason

Very good communication. Our flight home was delayed by an hour due to snow, we only caught our connection from Paris to Manchester by the skin of our teeth unfortunately our cases didn't. Luckily we had them delivered to our home address less than 48 hours later. AF please consider letting passengers on connecting flights off first if first flight is delayed.

I tried to book a flight with KLM/Airfrance. Entered all my details, selected a seats, entered my payment details and got a message saying "sorry something went wrong". I called the number shown under the message and after being passed from person to person I was eventually sent a link to make payment. I tried the link while still on the phone and got a message saying "try again or contact payment provider: I contacted my bank and was told there was no evidence that I tried to pay which made sense as the message suggested the issue was with KLM/Airfrance's payment provider. I called KLM/Airfrance again and was sent another link at which time I was informed that the payment link would expire within 6hrs. I tried again using a mastercard from a different bank and got the same message as before. I tried an Amex card...still same messgae. Called KLM/Airfrance a third time about 1hr into the 6hrs expiry period and was told the booking had been deleted. I explained that I was told the link would be available for 6hrs and asked why the booking had been deleted. I was given no explanation. I was then told that the only flight availble will now cost me £6000 instead of the initial £2085. I asked what could be done considering I was travelling to attend the burial of a family member and that I was a flying blue Gold member. The lady at the end told me there was nothing she could do. I ask to speak with a manager and was told there was no manager available.
KLM / AirFrance - this treatment is very upsetting and I would like you to look into this case with a view to providing a resolution

Do not fly with this airline. Last year the check in clerk was extremely nasty because I had 4 cases and she made me miss my flight and instead of issuing another ticket they charged a further £650 for a flight 2 days later. Today I wanted to add a further case to my booking I made less than 48 hrs ago an initially paid £70 per case and today they are charging £140 per case. Regardless of my previous bad experience with them they wouldn’t do anything about the price. Normally I fly with Iberia but there was no direct flights to Madrid and I don’t like Heathrow airport and that’s the only reason I’m flying with Air France for this trip

The flight was delayed by over 10 hours due to a technical issues. I made my claim for compensation, Air France paid me for the delay only and declined to pay extended expenses (transport, hotel and food). This is unacceptable. I have been using air France for more than 20 years and I am a loyal customer.

We were flying from France to South Africa, and had a technical issue with the aircraft prior to takeoff. It took a number of hours to try fix, and we eventually had to change planes.
This meant there was no way we would make our connecting flight, and too late in the night to change the booking. So we had to book a separate additional flight.

When I got hold of Air France for compensation, they said they were only obligated to pay if the flight was delayed by 3 hours or more. They told me that our fight had ONLY been delayed by 2 hours 58 minutes.

So I'm out of pocket by more than £350 because of 2 minutes !!

Clearly Air France does not care about customer inconvenience nor customer service, but only their legal obligations defined in law.

I'd rather walk than fly with them again !!

All our luggage. (Three suitcases) were lost at Paris on our flight to Peru.
After completing a lost baggage claim at Lima airport we heard nothing more back from Air France other than through their portal which continually gave changing stories on where our luggage was. Air France never informed us that our luggage had actually arrived in Peru.
There appears to be no way to contact Air France by phone or email as we and our travel company tried several times.
When our luggage eventually arrived at Cusco (after four days) Air France would take no responsibility for getting it to us despite the fact we were nearly three hours from the airport.
If it was not for the fact that our travel company helped us to bring them I don’t know what we could have done.
When I received my luggage our daughter’s brand new suitcase was found to be in a terrible state. It was covered in oil stains, oily hand stains and very dirty. It had clearly not been taken care of.
we submitted two claims at the beginning of July.
I have tried several times to contact Air France but they do not answer any phone lines, and I can find no e mail address for them.
If you go to their complaints page you are redirected to a claims page. Everything has to go through this claims page. To try and make a complaint you are just taken round and round to the claims page. Its other problem is it does not log any of your input after your initial claim. There are no records shown. It keeps no copies of proof of receipts or picture evidence on it. In September I added to my claim that the delay was unacceptable and that I would be contacting ADR. It is not logged.
At no time have we received any communication from Air France.
Four months is an acceptable time to wait for two small expenses claims.
Air France ensures that it has a very difficult process to find and make complaints. The page that states you can make a complaint takes you to a claims page. If there is an e mail address it is not easy to find.
There is no communication from Air France other than via their claims page which keeps no logs and if any updates are put on, then you are not notified. I confirmed to them that I wanted this to be considered a complaint. This was also not acknowledged.
After three months I contacted the Ombudsman. Strangely enough they emailed a few days later to pay our expenses. No payment for the badly damaged suitcase.
So if you want a response from Air France contact the Ombudsman other wise you don't exist.