Air France Reviews 

Flight No. AF1076 - Air France at Charles De Gaulle has the worst ground staff customer service we have ever experienced!!! I travelled with a top 10 Lifetime British Airways Gold member. He is in the top 10 as a valued member and even gives golden tickets to air crew ( a paid day off). We flew Air France to Marrakech as BA had cancelled our flight. My check in at London Heathrow was ok. The staff thought you needed a PCR test for Morocco but I had to correct her and inform her that a double vaccine was enough. Red alert….first knowledge that Air France were not across the rules. She checked all my documents and cleared me to travel right through to Marrakech. Arrive at Charles De Gaulle and that is where the trouble starts. The staff are not informed and are also very rude and have appalling customer service. When we arrived at check in there were about 20 people who had been told they could not board the flight as they need a URL code. Everyone knows that the USA don’t have these codes….also for Morocco you only need proof of your double vaccine. One of the passenger who was denied a flight was a US doctor who had probably saved many lives in the pandemic. When they tried to explain to Air France that they had all the right documents and that they were ill informed, the staff called the security police and threatened anyone who tried to appease with them. My partner had a pacemaker but they didn’t care. Our documents were snatched from us and then thrown back to us. My partner said he had never in his many years of flying with all airlines experienced such poor customer service and rude staff. In a year when airlines are struggling, to have staff treat customers like that, was appalling. I have to say we both were apprehensive priorly about travelling with Air France as our last experience was not very good. This one confirmed what we thought. It was diabolical. I thought my partner was going to collapse as he has a pacemaker, with the way he was treated. We know the rules as his Executive Assistant had made sure we were equipped with all the correct documents. What we hadn’t foreseen was that Air France staff were not updated with the rules that constantly change. One of the staff said to me ‘it’s called covid’. This was their answer……I was then singled out and threatened by a woman who said she was a manager and she would make sure I did not fly. I told her to check my records and that my flying record is exemplary. All the staff continued to threaten me and one of them (very rude, aggressive man even put a ‘check’ on ny boarding pass for my destination, to make sure when I arrived in Morocco I would be checked by the police. When the police saw me at ny destination they laughed and said why are you here? I told them that a very angry, rude staff member of Air France did it because he wanted to show people he had authority. His reaction was menacing and threatening and he had to demonstrate power. The staff may well go back to their superiors and claim that the passengers and myself were disruptive. We were not. I am very highly educated and have travelled all over the world with well known celebrities trough my job. We noticed that they did not let the Doctor board the flight and at least 10 other people. We only got to board because my partner who thought he may collapse at any moment apologised to staff so that they could feel they were justified. He knew this was the only way to appease these people even though we had done nothing wrong. One of them even tried to manhandle him. He is vulnerable and they should not be touching passengers. We are in the middle of a pandemic….. The people who were left behind vowed never to fly again with Air France. Sadly my partner and I have taken the same conclusion. This is the 2nd bad experience we have had. The CEO of this company is Canadian. I have very prominent Canadian friends. My partner who is a top 10 life long gold member of British Airways as sworn that if BA ever cancel flights again if anyone offers Air France, he will refuse. Easy Jet and Ryan Air have better ground staff customer service than this airline. This airline is representative of France yet it behaves like a cheap charter airline. I have nothing against these airlines as at least they don’t pretend to be anything but what they are. But Air France is the airline that represents France. Train your staff, give better customer service, stay informed and don’t belittle, threaten and discredit your customers. Air France - Once bitten, twice shy… NEVER AGAIN!!!

Quick and easy booking online.

A very efficient system, intuitive and simple.

All information as requested. Booking was easy

Of all the flights I looked at, this was by far the easiest site to navigate around regarding seats selection, baggage, insurance etc.
Quick and clear, knew what I had ordered and was confident to book the flight online.
Email came through for me to keep to refer to, great service

I don’t know what to say about air france

I am so impressed with Air France who paid a refund voucher that I had not been able to use - because of lockdowns - within 2 days of receiving my email.
I had the same positive experience with another refund 3 years ago and you can only admire them for being so efficient, professional and quick at dealing with their passengers' requests. The best airline!

I always enjoy Air France services. They do their best to make your time count favourably.

Joanna Putkowska
7:19 PM (7 minutes ago)
to me

Dear Sir/Madam

I would like to file formal complain against the way cabin crew treated us and our hand luggage during flight AF1528 from Paris to Porto on 24/03/2021. We boarded the plane and put hand luggage into overhead compartment. It was a backpack, as per airlines allowed measurements, it did not fit under the seat, similar way wheeled hand luggage cannot. One of the stewardesses took our luggage out from the compartment in order to put there wheeled bag - both luggages were the same size, the only difference was that one was the backpack and other had wheels. Despite our protests and explanations that the backpack does not fit under the seat, we were forced to keep it with us. We kept the backpack on our laps during the take off. The stewardess did not see any problem with this.
However when we were landing, another stewardess saw it as the problem - she asked us to put it under the seat, despite the fact that she clearly could see that it is impossible. After short discussion, she suggested that she will store it at the back of the plane for the time of landing and took the luggage with her.
When we went to collect the luggage after the landing, we were incredibly surprised that it was stored in one of the back toilets, used during the flight by the passengers..
Could you please advise if this is the normal approach in Air France? How does this practice fit health and safety policy and aviation standards? Why cabin crew intentionally expose passengers to health hazards by storing passenger's luggage in used toilets; especially during the Covid-19 pandemic when airlines should look closely at their hygiene practices?

I traveled with the company recently and they caused damage to my new bag. I made the complaint at the airport and since then I have been trying to contact the company informed by airfrance to repair my suitcase. However, the company does not answer or answer calls.

Rang Customer Service about a flight they cancelled in September 2020, and why after 100 days I had heard no response to my online claim for compensation. They asserted that no claim had been submitted. And that I should make a claim.
Having found my original claim number from September 2020 I rang Customer Service back.
I was told they were not looking at my claim because I was not an Elite or Gold member of their Flying Blue Club. When I asked to be put through to Customer Care I was told this was not possible as they did not forward calls to Customer Care, even though I had been earlier that morning.

The booking service was OK on their main site.
But obviously with the pandemic things are likely to
Change , delays and changing dates etc.

My wife and her friend bought Air France Business Class tickets to Morocco from Hays Travel on 5th February 2020 well before the lockdown. They were advised by Hayes Travel that a cash refund would be made after the flights were cancelled but they would have to wait between 10-12 weeks for it.

Air France/KLM is reported to have received 10m Euros from the French Government back in April to help them out, so why is my wife still waiting for nearly £1700 twenty seven weeks after those tickets were first purchased.

Hayes Travel say that there is nothing they can do until they receive the money back from Air France.

This shower took my wife's money for a flight scheduled for the end of April 2020, canceled the flight, & issued my wife with a voucher. My wife was visiting her Aunt to celebrate her Aunt's 80th birthday. Obviously my wife won't be going now, but still Air France refuses to acknowledge they are liable, supposedly by EU law, to give my wife a full refund. Total robbery!

I booked a package holiday via Expedia and chose Air France for flights. Expedia has refunded my monies due to collapse of Flybe, but Air France have avoided doing so, it’s now 12 weeks since the request for refund was submitted. Other airlines such as Jet2 were proactive and contacted me - with Air France, you have to instigate proceedings - they just keep your money otherwise, it’s shocking. After weeks of waiting and many communications, Air France offered a voucher and I had immediately refused the voucher requested my money back. They have now said they’ve paid the refund, but they have not as my bank or card has not received any monies from them at all. Air France were also very quick to “hide behind” Expedia and will direct you back via them (which then adds further delays) even though the credit card transaction is directly with Air France.

I had flown Air France regularly as a businessman for many years and was very impressed by their service. It’s one of the major reasons we specifically chose them over other airlines.

The way they have treated me during this time and with this case has shattered all the good I thought about them as a company. I will never, ever use Air France again.

I strongly recommend that you seek an alternative flight company for your trips. As I write, I am still “fighting” them for my refund of the flights they cancelled.

Just got an email response to my request for a refund. A MONTH AND A HALF LATER! Email just apologised for delay and hoped my problem was resolved! No it is not resolved. That why I was contacting you! Stay clear of this company. They have taken my money, cancelled the flights and not given me my money back!

They cancelled my flights won’t give any refund until mid 2021 I need my money now not then, they care about laws or what they customers need , I will never spend another penny with them, even low cost budget airlines refunding customers now why can’t Air France the only reason is greed

Really disappointed with air France's service, I can understand travel companies are busy during this time with COVID-19 but I have applied for 3 refunds in the last 6 weeks and have not heard anything back!

My refund is due to fly-be going into administration and not the coronavirus outbreak, I have not even been offered alternative flights like the airline promised at the time!

Have tried contacting on twitter, facebook and email. Can never get through on the phone lines as it says the wait time is over 30 minutes and then ends my call!!

Overall, I think the service I have received has been the poorest I have EVER come across and I can be sure that I will never be booking flights with this company again.

I recently flew with Air France from Aberdeen and to my dismay found I had booked the wrong flight date. Luckily the members of staff on duty were really kind and helpful. There was a lady called Ann and a young man who i think was Gus but I may have misheard. They not only got me on the right track but sorted my returns and just generally made me feel a little less stupid and panicked!
Thanks!