Air France Reviews 

If I could give this airline a minus I would. We were booked on a flight on Friday, 10th January to celebrate my 79th birthday on 12th January. We were supposed to depart at 11.15 am after many times changes we finally boarded at 6 pm were on the plane for 3 hours with no refreshments provided and had to ask for water. They then decided to put us up in hotels in central Manchester saying coaches would take 40/45 minutes to arrive and then about 20 minutes to reach hotel by this time it was after 10pm and we would not have arrived at hotel until after 11 pm. I suffer from chronic obstructive pulmonary disease and need to drink frequently so by this time I was exhausted and feeling quite unwell so my daughter booked us into the Radisson hotel at Manchester airport who looked after us so well so thank you to the Radisson. My daughter then received a text fro Air France today they had booked us onto a klm flight next day which went via Amsterdam! When we checked the next day this flight was also delayed so we would not have reached Disneyland Paris until around 4pm as we were travelling back on Monday we contacted Disneyland with whom we had booked the trip and, being a good company, they refunded the cost of the trip. We have written to Air France today via email to ask for the cost of one nights hotel and rail fare back home. We have also requested compensation as advised by the caa and the loss of £206 pounds which was the amount we lost when changing 1980 euros back to the uk pound . We have travelled with many airlines but never with Air France before, don’t think we will be travelling with Air France again.

If I could give 0 or negative stars I would. Literally the worst service I have ever experienced in my life. Had a 3 hour delay on Zanzibar Airport (also due to Air France) which led to us missing our connecting flight on Paris CDG - the next flight was 9 hours later. We spent the worst 9 hours on the airport and were given a EUR 15 coupon for food and beverages... ON AN AIRPORT - with a single cup of coffee costing minimum of EUR 6. Just slap me in the face next time. Robotic costumer service employees were clearly instructed to not think outside the box for ANYTHING - was not even able to take a shower in the lounge, even when I was finally willing to pay the EUR 75 myself - because it was full (probably due to all of the Air France delays happening daily). 9 hour delay is bad enough, but giving me an EUR 15 coupon as compensation is ridiculous and quite frankly almost offensive. Will not fly with Air France ever again and I urge everyone to second guess booking a flight with them. Horrible horrible service.

I had a flight to Paris which was a connecting flight to Dubai. To start of the flight was delayed by 2 hours due to a Tarmack issue at Birmingham( although planes were taking off and landing completely fine) this then caused us to miss our connecting flight in Paris to Dubai. When we arrived in paris we were sent to the air France team, we were told the only available flight was in 24 hours at 11:10pm. We had to insist this was too late too which they then changed us to an emirates flight first thing in the morning. We were told they are keeping our bags and they will be put on our next flight, we were also put in a hotel (in Paris) for the night. We were left with no transport from the airport to the hotel as air France told us to get the shuttle which was closed.

The next morning we got to the airport to board our flight to Dubai. We were then told at the emirates desk that airfrance hadn’t put out checked luggage on the system, so we ended up having to pay £500 for our luggage.

Once we finally got on the flight to Dubai the emirates team were great. After 7 hours we landed and headed to collect our baggage which were then told by emirates that the luggage wasn’t loaded due to airfrance not giving them our bags. So after 2 whole days of travelling (was only meant to be 14hours of travelling), £500 down, a lost suitcase and a whole lot of stress we couldn’t even enjoy our holiday properly…and btw I still don’t have my luggage
Air France count your days

Before check-in, I wanted to make an identification tag for the suitcase. I went to check-in 18 at around 9.45 and kindly asked the lady for one of these paper labels, which were not worth mentioning. Now the interrogation began: Are you even flying Air France/KLM, where to, what flight number. What is this intense questioning for a simple paper label? When I toke the lable the lady behind the desk was even running after me. At Air France, customer-orientation and courtesy are still not kown, the staff don't know who pays their wages. AF non merci!

Our flight from Frankfurt had delay, the connected flight from Paris to Cancun of course didn't wait even for a few minutes !!! The solution is: to wait in the airport for 9 hours and the comment from the laughing employee in the information center was: "what can I do? Hahahaha. It's not my problem! Should I cry or what?"
No apologies, nothing. It is, like it is.
I wish these kind of ignorant and arrogant people wouldn't exist in this world !

This airline needs new management. Every time I have to take AF because of lack of other options they have delays. Today we are waiting in the bus to go to flight. Why do they put us in a bus to wait. Also the bus is pumping dangerous diesel fumes inside. Also their airport is completely overcrowded no space to sit or even going to bathroom.

Our connection flight was impossible to reach - along with several other passengers we ran from Terminal G to F, only to miss our connection. Time between flights was one hour. We did also ask to be moved forward both at the security and passport queues. Unfortunately no staff member was willing to help - even showing our baording passes. This is what we mentioned to the support staff at the Air France Desk. The staff member there was not surprised, not helpful and simply plain rude French. He printed out new boarding tickets for a flight 6.5 hours later(!) We did not get an apology - only a 15 EUR voucher; which at Paris-Charles de Gaulle is barely enough for a hot meal with a drink.

The staff member did make sure to book us separat seats, each middle seats in different rows. And guess what? The flight was not even full! We ended up moving to free seats so we could sit together.

We arrived at out destination over 7 hours too late! We contacted Air France referring to Directive No. 261/2004 , giving a passenger the right to a compensation of at least € 250. Air France argued that the flight connection was indeed possible to make.

This way of behaving is in my opinion, fraudulent to say the least. If you ever travel with Air France and something goes wrong – do not count on Air France to live up to any due responsibility or even to respect and follow established law.

I'm deeply disappointed and happy to pay more or travel longer with other airlines where at least I know the service will be justified. Never again will I travel through Paris! It's simply not worth the savings. Staff in Amsterdam or other international airports are much more helpful and friendly!

Rather kill myself than flying air France ever again

Even 1 star is too much. Had to pay 70€ for overweight hand luggage where they allow only 12kg for 2 hand luggages.

Liars and cheats who can't be trusted.

Delay of over 20 hours 3 cancelled flights. Claimed weather for all of them but staff advised that it was due to not having enough staff to manage planes. Other flights left for UK that day but my morning was cancelled.

Also downgraded ticket from business and placed in substandard accommodation with mould. Sorted this the next morning but customer service brushed everything off. No compassion or empathy.

A horrible company to deal with. Will never fly with them again and advise all my friends and family to do the same.

I recently traveled with my 12-year-old daughter on an Air France flight AF027 on Nov 6, and the experience was deeply disappointing. After our tickets are purchase, I contacted the customer service and was told the we will be assigned seats next to each other since we are PARENT and CHILD. On APP advance check-in, we were assigned seats 32J and 32K. However, at the counter, I received printed boarding passes showing one seat was moved to row 39, separating us.

This is unacceptable. Air France split a parent and child, despite my daughter being a minor. Yet, despite my efforts at the gate, the seats could not be adjusted, finally leaving us separated by an aisle at row 26. This was extremely frustrating.

I sent this complaint after our trip to Air France complaint website and got a message from Marielle Gracia, a customer care assistant, composing a long paragraph stating that seats are not guaranteed, "a re-assignment of seat can occur in the case of security or safety requirements," "our staff must provide and engender the essential sense of security, well-being, and overall value that today heralds the varied basis of any service provided by a major international airline." This is ridiculous that her reply was not only dismissive but completely missed the point of my complaint. She did not read my complaint and used the generic statements which failed to address the core issue: why was a minor separated from her parent? Is this due to "re-assigned seat due to safety requirements?" Due to you are "providing sense of security, well-being and overall value??"

I totally understand and would not care about seating while I am flying alone. However, per IATA and FAA guides you are not providing "sense of security, well-being and overall value" as you said. Having a 12 old seating far away from her parent, by her self in the crowd of strangers? How to you come up such idea?

I need at least a manager to address me my core complaint, and also explain what Marielle did

Air France KLM damaged my luggage. They advised me to let it repair and send me the receipt of repair. Then they asked for my bank account details, which I provided. That was in September 2022(!). Since then, they never replied anymore (or transferred me the money). Unbelievable!!

Flight delayed from LHR to JNB via CDG travelling in Business Class, which led to a 24 hour delay at CDG.

Upon arrival at Paris CDG, I approached the Customer Service Desk for assistance:
1. The treatment I witnessed towards other passengers was alarming, particularly an elderly man in a wheel chair in distress due to the ground staff’s behaviour.
2. I was informed that no alternative flights to Johannesburg were available, forcing me to accept a 24-hour delay which caused me serious inconvenience and for which a claim for compensation, including compensation for essential toiletries which I had to purchase, has been denied.

Although I received a voucher for accommodation and meals, the support provided was inadequate especially for a Business Class passenger:
1. I take chronic medication and only had enough medication in my hand bagged for my scheduled arrival in JNB. Following the delay to my journey the need for access to my checked baggage to access my Chronic medication was immediately dismissed on 5 separate occasions endangering my health and causing me significant distress.
2. Customer service advised I could stay in the hotel room provided until 18:00 as my rebooked flight was leaving at 21:20. At 11:00 all Air France voucher holders were asked to leave the hotel. In trying to resolve this I experienced ongoing disrespect from staff, including verbal abuse/bullying from one staff member who accused me of being “ignorant”. The ground staff at Air France lack care, respect and empathy.

In response to my complaint regarding the delay and treatment received during the delay, Air France Customer Service stated in an email to me on 1 October that the treatment received “fully complies with our obligations under the applicable regulations as well as with the commercial policies of our company”. This is appalling.

I will avoid traveling with Air France in future and will only fly with them again as an option of last resort.

Just back from 2 weeks in Cuba. We had a connection so our route was Newcastle- Paris-Havana and then in reverse on the way back. Initially on the return route there was approximately a 2hr layover in Paris, flight times for Paris-Newcastle was then changed and we had approximately 9hrs in Paris this was a really long time especially after a nearly 9hr flight from Cuba.
Flights themselves were not too bad, mostly ran to time, friendly staff. Mediocre food going out, less than mediocre food coming back. Coming back we had booked the duo seats which were better and slightly more spacious, would recommend.
However on checking in at Newcastle the member of staff insisted that our handluggage go in the hold as there wasn’t room on the planes ( there was ) we were made to feel as though we had no choice so this happened. We had gone out and bought this case especially to ensure that it met the size requirements of AF cabin luggage and it was our emergency bag with some essential clothes in case anything happened to our cases but more importantly had my husbands prescription medications in. On arriving in Havana 2 of our 3 suitcases had gone missing (1 of the main ones and our emergency case, which if you remember had meds in and should have been hand luggage) We were not the only ones I think about 12 people had issues. Rather than wait for the next flight to Havana AF sent the luggage to Madrid where it stayed a week. Even when we had been notified it had arrived at Havana they wouldn’t release that day (a number of different excuses were given) We finally got our cases back day 10 of our 14 day holiday. Cuba being the place it is we were very limited to what we could purchase over there it’s just a good job I was savvy and packed the cases with mixed stuff rather than separate (husbands stuff / my stuff) which is what I usually do. We were advised by our rep that it is a common occurrence with AF though generally are returned around day 3.
No acknowledgements/ apologies received from AF.

Delayed flight resulted in luggage not making the transfer and arriving late evening.
There is a shuttle service to deliver delayed baggage, but this would not have got my luggage in time for my next appointments (therefore missing the entire reason for the flight in the first place)
I was advised I could get a taxi to the airport to pick up my luggage in the morning, if I required it earlier than the delivery service could manage.
Air France customer service teams will not pay for the taxi's because the delivery service is free and in line with their policies...
In summary, I am now left out of pocket due to having to compensate and re-plan my trip due Air France not transferring my luggage in time

Simply horrendous. Not a single flight on time, no comprehension of customer service of any kind. I could write my whole experience here but it doesn't seem worth it. Do not travel with Air France if you can possibly avoid it. The level of incompetence and disinterest in your experience as a customer is staggering.

Wow, what can I say, travelled business to and from Mauritius for a special occasion. Flight meal on the way out were horrendous (Fish) and extremely disappointing. Flight out on time but delays on the way back which resulted in an overnight stay in Paris. AirFrance team dealt well with this and I can accept out of their control. However, the process of getting delayed compensation is archaic and poor. CS team member hung up on me thanks Jill, after I asked to speak to a manager to try and help improve the process. Flight back meal was better but I expected better from AirFrance, lounges were poorly stocked and service was average. BA and Virgin all the way moving forward. It will take a lot for me to travel long-haul on AirFrance again. I book around 10 flights a year and this has been my worst experience this year. Must try harder and hopefully this type of review will get the management team to wake up and review what they are doing.

Website doesn’t work, booking confirmation sent to my email but air france are claiming I don’t have a booking. Customer services are absolutely useless.

Following on a recent claim after my 70years-old disable mother had her luggage severely damaged by Air France Staff, 16 days chasing on the claim, I received a £59 compensation from Air France.

Here's my reply to the customer care assistant:

"Hi Stanislas,

Thank you for your email.

You are well aware that your “goodwill gesture” (£59) does not even cover:
- the time: minimum 90 minutes at the airport: with a disable 70 years-old woman, and 2 under-age kids (4 and 9 yrs-old), + attempts to find an interlocuteur (no AI) to handle a human situation, + at least 10 emails to have this claim considered
- stress, inconvenience nor material damages €70 suitcase, and disregards
- the cost (£70) impacted onto our parking session (which I sent you the receipt) while dealing with your mess and
- the poor customer service and your voluntarily discouraging and painful claim process (since 12/08 up to now)
- the experience of a pitiful internal and commercial communication.

Put into words, your gesture is simply a cheap insult to the stress and inconvenience originated by Air France's lack of proper customer service service.
Keep in mind that your customers are no beggars: you are not the one feeding us...you are still attempting to reach the standards of a service provider!

I reiterate and state out loud that your £59 goodwill gesture is a cheap pittance you throw at us as an insult.
As customers who have repeatedly had extremely poor experiences every single time using Air France and on some rare occasions, we find the time, the patience and hope 🤞that this company(Air France KLM) has improved.
You are well aware that 360 degrees around your reviews and ratings are far from being flattering and clearly show that most passengers ONLY use Air France for lack of other alternatives on certain routes.

Since I have no intention to lower myself to your level and turn vulgar, please keep your £59 and fill in your tank with petrol considering how much you contribute for the environment and passengers well being and satisfaction.

Shame on You, Shame on Air France!

Many thanks
Best regards"

Absolutely atrocious!!! No one was available at the Information or at the check-in points in Basel Airport on the France side. My parents had missed their flight due to false information and when they finally managed to find someone to speak to, she was completely rude and disrespectful, and chased them away. 5 other people and my parents had all missed their flight due to this woman! We had to re-book a new flight 2 days later and pay in because of this. Still have not received any response due to my reclamation online, and there is no one in the call centre that can assist. I have paid for a service that was not received and billed with a re-booking because of lack of communication and service. I want a full refund for the tickets and for the re-booking. Never again will I book with AirFrance!