Air France Reviews 

My experience with Air France at Charles de Gaulle Airport (CDG) was one of the worst I have ever had with an airline.

At boarding, I was surprised by a poorly communicated policy that limits the combined weight of the carry-on bag and personal item to just 12 kg. My luggage weighed 13 kg in total, and I was forced to check it for an additional fee of €130.

Beyond the disproportionate charge for being only 1 kg over the limit, the process was stressful, time-consuming, and delayed my boarding, as I had to leave the queue and rush to arrange the checked baggage.

What is most concerning is that this policy effectively acts as a hidden cost of the ticket. The combined weight restriction for a carry-on bag and personal item is uncommon among airlines, meaning that the advertised fare often does not reflect the true cost of travel. After all, it is extremely difficult to complete an international trip with less than 12 kg of total luggage.

My recommendation to other travelers is to take this factor into account when comparing airfares. A ticket that initially appears competitively priced can quickly become far more expensive because of these additional charges. If other airlines are offering similar fares, I would strongly encourage travelers to consider those alternatives before choosing Air France.

After this experience, I will do my best to avoid flying with Air France again.

Almost a year now that I'm trying to have an answer concerning a cancelled connecting flight and the compensation I should receive.
They cancel my claims and avoid answering my questions.
On the phone, they are glad to say that everything is handled but I haven't received and compensation yet.

Got trapped overseas in transit for over 24hrs, AF ended up cancelling my ticket and boked me on another airline and they finally lost my luggage's. Their customer service is the worst, no response, no care whatsoever and not even compensation for my lost luggage claiming that they did not operate my flight.

I purchased a ticket with Air France and added a seat for the return flight, for which I had to pay a significant additional amount.
At check-in, I was assigned a different seat and informed that it would not be possible for me to use the seat I had originally reserved. In other words, I bought and paid for a service that was not delivered.
I filed a complaint immediately, still at the airport, on May 26, 2026. Since then, I have been waiting for my refund. First, they took about three weeks just to update my complaint. Now, for the past 10 days, the complaint has been marked as “closed” and apparently forwarded to another department, which cannot be contacted by phone.
When I called the refunds department, they told me they could see that the refund is in progress, and that I should reply to the email I received—even though I received two, one of them from a “no-reply” address, and the agent on the phone told me to respond to both.
They also initially gave me a deadline of two weeks, which was later changed to one month—which ends today.
If I do not receive a response within a week, I will take legal action against the company.

Air France is the worst airline I have ever travelled on, it is a high cost airline acting like it is Ryanair- I have never in my life been screwed over more by an airline, I swore I would stop using them in 2021 but unfortunately could not find another flight. When I arrived at the airport, for my flight I have paid nearly 800 euros for I was made to weigh my carry on and hand luggage. Never in my years of flying even with previous flights with Air France have I been asked to weigh hand luggage for an international flight. Their customer service laughed at me when I said I was upset I have to pay 70 additional euros and check a bag I do not want to check because I do not trust their system because it was 2 kilos overweight. I begged the customer service to help me get my bag on the flight and they were consistently unhelpful and rude. They offered no solution and charged me. I never will fly with this airline again. It is a scam worse than Transavia, Ryanair, frenchbee or easyJet at least their base fare is cheap and they have nice customer service. Another passenger with a bag that was a couple kilos overweight almost missed his flight because they refused him at the boarding gate and made him wait to weigh his bag and pay to check it. Disgusting excuse of an airline. They also never refunded me for a flight they cancelled in Covid for 300 euros.

Extremely disappointing and unacceptable experience.

I nearly missed my flight because the gate information provided was wrong. My ticket clearly stated Gate 12, while boarding was actually taking place at Gate 11. This is not a minor inconvenience—it is a serious operational failure that can cause passengers to miss their flights.

Passengers rely on the information provided by the airport and airline. When that information is inaccurate, it creates unnecessary panic, confusion, and stress, especially for international travelers and those with connections.

There is simply no excuse for displaying incorrect gate information. Had I not noticed the mistake in time, I could have missed my flight entirely through no fault of my own.

I expect much higher standards from an international airport. Accurate and reliable passenger information is a basic requirement, not an optional service.

The flight itself was good, no issue there. We had a short layover from frankfurt in Paris to Dallas. We get to dallas and are told that none of our bags made it. We had to check in carryons too. We were eventually told 1 was coming with delta that night and the others with air france the following day. My carryons made it and were delivered the next day. However my two big duffle bags have yet to be found. They say they are in dallas which they are not. I made the 3 hour drive back up there when I was told they had arrived only to find nothing. I have been on the phone with customer service and they only speak to each other by email and tell you nothing. I have called baggage claim soo many times and they say sure I'll look back I never get a call back. How to you lose 2 bags that were supposed to come in different ways. I think at this point they are stuck in a corner in paris left to be forgotten. Mind you both have my address tag on them. Also its been 20 years since the last time I flew so putting an air tag in was the last thing on my mind.

Take any other airline to France! Had a family member pass and could not make my return flight to Paris. Needless to say they asked insensitive questions to “prove” the death in order to receive a “resolution”. There customer service lacks/refuses to use any critical thinking skills, exercise compassion, or discernment. It is ALWAYS something with this airline—was told it can be changed then not, then repurchased at a discount then no, and now they think they can ghost customer whenever THEY ARE IN THE WRONG. I am still waiting to hear back if something can be done so I CAN RETURN HOME. Air France has absolutely plummeted in customer service among other things. TRUST ME, choose ANY OTHER AIRLINE TO FRANCE.

If you gave any other option book them instead of france. Ehtopian is better. Turkish is better. They are the worst airlien I have flown with. 16 hour delay because they wanted to save money flying through libya. Absolutely disgusting customer service. Disgusting airport. No reason to use this trash airline.

In March, we booked flights and then realised we had booked the incorrect day so called customer services who instructed us to cancel those original flights and re booked. They said we would receive our refund for the original flights within 7-10 days. So we cancelled flights with them and straight away re booked flights with Air France (the same day). 13 weeks after, we are still awaiting a refund! I wish I had never re booked flights with them now as we’ve paid for two lots of flights!! We have chased every week via their what’s app page. It’s absolutely ridiculous. Desperately waiting for money that we need for our upcoming holiday. Will NEVER use Air France again!

Wouldn’t let change flight terrible

⭐ 1 Star – Extremely Disappointing Experience with Air France

I traveled with Air France from Mumbai to Dallas via Paris on 4 June 2026 with my husband and my 80-year-old mother. What should have been a straightforward journey turned into one of the most stressful and uncomfortable travel experiences we have ever had.

At check-in in Mumbai, we were informed that our Paris–Dallas flight had been cancelled and that we were being rerouted via Atlanta on Delta. Communication was poor, and we were given little assistance or guidance throughout the process.

Both Delta flights were completely full, and my elderly mother and I were assigned the last seats near the restrooms and pantry area. These seats did not recline properly and were extremely uncomfortable for such a long journey.

My mother’s pre-requested vegetarian meal was not available, leaving her with very limited food options during the flight. To make matters worse, the wheelchair assistance that had been requested for her was not available in Paris because Air France had apparently failed to record the request.

The most difficult part was Atlanta, where we had to collect all our luggage, move between terminals, and recheck our bags before continuing to Dallas. Watching an 80-year-old passenger struggle through this process after an already exhausting journey was heartbreaking.

Delays and cancellations can happen, but what disappointed us was the complete lack of care shown toward an elderly passenger requiring special assistance. The absence of wheelchair support, failure to accommodate dietary requirements, poor seating arrangements, and inadequate communication turned an already disrupted itinerary into an unnecessarily difficult experience.

I expected much better from Air France. Unfortunately, this experience has significantly reduced my confidence in flying with the airline again.

Lost my mums wheelchair, she is in a lot of pain and then when we asked for the refund of my mother’s wheelchair, Air France cancelled our flights home. Disgraceful airline

We transited through CDG going from Mauritius to London Heathrow. Only 2 out of 3 bags made it, naturally went to the lost luggage desk with 2 long tags and 3 receipts where the Air France representative (whose only job is to deal with lost/delayed luggage) managed to write down the incorrect bag number.
Fast forward nearly 2 months and we have only received approximately 20% of the replacement costs for the contents, because we didn't have original receipts for the bag and the contents and Air France considered this a goodwill payment.
This was my 3rd trip using AF for connecting through Paris, first one there were no issues, 2nd one my bag didn't make the short connection but was delivered within 48 hours which was OK and then this trip.
My advice, if transiting through Paris, go hand luggage only!

Lost baggage, minimal help in finding lost baggage and did not reimburse to the maximum amount even though the amount in the bag was worth much much more. Didn't even reimburse purchases made while the bag was missing, before it was completely "lost". Then reassigned the baggage tag number to another bag after only a few months so there's absolutely no hope of the bag being found.

The customer service repeatedly told me there was nothing they could do to advance the claim (after waiting for months at a time in between hearing back from AF).

Submitted a complaint to USDOT and the response from AF incorrectly cited the Montreal Convention regarding baggage compensation to get them out of giving me literally only $800 more.

Fine company if you have literally nothing go wrong with your flight but absolutely scummy behavior if you need help from them.

all the employees were in a horrible mood. they treat you really bad like you are a piece of crap to them. also, my flight got delayed and the bags took forever to arrive making me literally lose my connection on another airport. Btw the employees doesn’t really know what they’re doing since you ask for an information and each one of them tells you a different thing lmao. horrible experience. you get treated badly all of the time and still pay for that. never flying with this mess again. terrible

'Looking for more than a flight?' Want to 'Enjoy a unique travel experience in the business cabin throughout your journey'?
Buy Business class return ticket with Air France!
Experience all flights delayed or cancelled due to technical issues (except the ones where you are put on to KLM)!
Enjoy a flight with no food!
Incur 800 euros in expenses due to late arrival / lost hotel payments!
Try to get compensation (both ways) after your disastrous holiday!
Experience eight weeks of what's app / emails / phone calls / letters trying to get someone to listen to you!
Experience Customer care ignoring you once they had paid one way compensation! Never mind the return route and all your expenses!
Customer Service line not actually Customer Care!
Customer Service don't care!
Customer Care don't care!
Who cares?!
Customer cares.

Air France cancelled my ticket 2 hours before departure. No explanation. No proper notification.

6 months later, they still refuse compensation.

And despite asking MORE THAN 10 TIMES, they still refuse to provide the mediator’s contact details — even though this is a LEGAL OBLIGATION under French and EU law.

Disgraceful customer service.

They owe me 900 euros for flight cancellation and additional expenses and there is no way to contact the customer service team.

They just leave notes on the case and the managers never call back when there is a escalations.

They are really one of the worst airlanes I have used.

I am writing to complain about the treatment my husband and I received from employees at the airport on January 26, 2026 at MCO (Orlando) regarding flight AF 0097 from MCO to CDG.

We paid 120,000 miles and $503.80 for 2 business class seats.

We have submitted an online claim and have heard back that it was a safety issue and I am due nothing. We are in the queue on whatsapp and facebook messenger to chat with someone and have been for over 90 days so far. I have not been able to speak to an actual human being about this.

Upon our check in at the Air France counter, we were "held" for over 30 minutes by the gentleman who took our passports. He kept staring at the screen and would not tell us what the issue was. It was anxiety provoking and he held onto our passports leading us to believe that it was a passport issue. He ultimately called a supervisor and when she arrived, told us that one of our seats on the plane was broken and my husband and I would not be able to sit in the chosen seats which we booked 8 months before, 4E and 4G. (next to each other) We were told that it was up to the pilot if the seat could be repaired and usable in time for the flight and they would let us know at the gate what was to happen next.

We waited at the gate and a half hour before boarding we were called up to the counter and told that the seat was broken and we would be put in economy, as premium economy was full. We were not happy, then we were offered a flight the next day, which was not acceptable to us. So, we conceded, were given boarding passes and sat back down. Then 5 minutes later we were called up to the counter and offered 6e and 6g and were given new passes. We were thrilled and sat back down, thanking them profusely for putting our dream trip back on track. Then 5 minutes later we were told that the pilot needed a seat and he was given 6e and now my husband would be in 6g and I would be in 6a. We told them it was unacceptable, as I suffer from anxiety and severe anxiety while flying, which is why it was so important for us to sit together, which is why we booked our seats 8 months before. We told the attendant that it was a true special need, should be accomodated as such and I would have a panic attack if I could not sit by my husband. She said it is done, handed us our final boarding passes (4th in 3 hours) and asked us to sit down in an aggressive way, as if we were asking for something we weren't entitled to. Each time we were assigned seats we were told to return the previous passes, so I have no paper passes to submit.

Soon after, we were boarding and met a couple in line and we saw that they were sitting in our original seats, 4e and 4g. We were livid. Of course they would not move, when I asked them to and explained the situation. Then I sat in 6a and my husband in 6g on the other side of the plane. I saw that a man sat down in 6e and was clearly not a pilot and also would not switch with me.

Then, Daphne, the ground agent, boarded the plane and came over to me and said that she was putting notes in our file, as she witnessed us being mistreated and our original seats were given to standby passengers who paid cash or they were friends of the ground crew, either way we were screwed and since we paid with points, the attendants felt they could do that. She also said that I had a legitimate special need that was not accomodated. She said I needed to file a claim immediately and were each owed $450.00 and points for this terrible situation. She had seen me crying and understood my fear of flying and the anxiety I was feeling. This was even more upsetting, as being lied to about a broken seat was the beginning of this seat rollercoaster and being lied to about a pilot needing the seat next to my husband was the final straw. This was our first encounter with Air France and so disappointing on so many levels. There was a significant amount of turbulence and I had a full blown panic attack. The flight attendant talked me through it and did breathing exercises with me, as my husband being next to me would have alleviated the need for this. Needless to say, this was a terrible and insulting way to begin our dream trip to Italy. Is this the way Air France treats all points customers?

My full blown panic attack could have been easily avoided by keeping our seats together, as originally booked eight months before. Overall, a terrible first experience with Air France and a terrible way to begin our vacation.