Air France

✅ Trip Verified | This was a booking with KLM for two passengers made and paid by myself but one passenger cancelled. I was promised a refund against a fee. The refund was never made. I asked various Air France employees if there was anything I could do to solve the situation. It seems to me that niceties in the cabin are cheap to get, and anyway, those are paid for. When real issues arise, Air France is incapable of solving them, and, indeed, does not care to do so.

Not Verified | I would like to say that the airline and cabin crew were absolutely brilliant. They were very attentive and in hand if we needed them. The inflight food was delicious and tasty, not bland like other airlines. We pre-paid for our seats and we’re very pleased with the extra leg room outbound and the Solo seats coming home. I would like to thank all the staff from check in until when we landed. So professional and quick so the queues were small and manageable. Air France made our holiday more amazing by delivering such a wonderful experience. Thank You.

✅ Trip Verified | Outstanding service. I have travelled from OTP to JFK via CDG and return in business class. A great experience from the lounge, food, beverages to the comfort of the seat. On the return segment JFK -CDG I was upgraded in La Premiere due to my Platinum Ultimate status. The onboard service was state of the art. The champagne the best I have ever tasted. The FAs and the pursers attitude and service flow less. Looking forward to my next trip with AF.

✅ Trip Verified | They stop passengers at security to weigh their carry-on luggage. They weigh both bags and if both bags are even 1KG over their 12 KG weight limit they make you walk back to the Air France check-in area to spend 110 euros and 25 minutes to check one bag (not both bags even though they were both weighed together). This would make sense if the luggage was oversized and didn’t fit in the overhead bins but our small luggage was overweight was because we travel with large books.

✅ Trip Verified | I booked a flight for an Air France / Virgin Atlantic flight from Orlando to Beirut. Once I landed in Beirut airport I notice I'm missing one checked bag so I reached out to the missing luggage office and file claim. 2 days later I got update by email that my bag was found, and it will be forwarded to Beirut. I contacted airport for my bag, and they said my bag did not arrive. 2 days later suddenly the claim I filed in the airport was closed and when I contacted customer service, they didn't know how the claim was closed or who closed it. I filed online claim again, since then I have been calling customer service every day about my luggage with no updates. Nobody could explain how my first claim was closed and keep saying no update on my luggage. I filed claim for necessary purchase but I didn't get any reimbursement, then after 21 days filed claim for lost luggage. I started calling air France every day, I got to speak with supervisor who made clear your bag was lost and there is no way for passenger to talk to claim department unless they call you. I asked how long it takes to get my reimbursement, he said, we have long queue and this might take several months. So they lost my bag with promise they will reimburse me when they decide to do with no timeframe.

✅ Trip Verified | We were able to fit everything into carry on luggage, which was helpful, especially outbound. On the return flight our bags were spot checked and found to be overweight so we had to get out of the line for passport control, check the bags, then get back into the passport line. This was frustrating, but since we had left a ridiculous amount of time to make the flight we didn't actually have a problem. In addition, the employees marshaling the passport lines were very heads-up and were moving people to fill gaps in the line. They also appeared responsive to pleas about flights departing soon, including those in English. We were of course pretty worried about whether our bags would vaporize on the way to JFK but fortunately everything showed up and was undamaged. All of this means we were very fortunate, since we were flying midsummer when all of the horror stories were happening and we didn't have to deal with AF ground service, which in our experience has never been terrible but never better than OK, either. The in flight experience was fine, although AF is one airline where it pays to fly Premium Economy. We flew regular Economy because of the size of our group, and the service was less. Cabin staff very pleasant as usual but not very visible apart from meal service. Much more attentive the further forward you go, which is not a very passenger-centric strategy. The aircraft wasn't new but had been refreshed. IFE worked and had lots of options. Outbound flight took off late but landed almost on time, return flight was on time. In Premium Economy or Business Class Air France an excellent airline, but in Economy it's a little disappointing. AF could learn a lot from Delta, which provides pretty good service throughout the cabin, or even from United, which is mediocre front to back. Most of my international travel is to France, and most of that is on Air France. This is unlikely to change. Still, I live in hope that Air France ups its game on the service front.

✅ Trip Verified | Shame on Air France for its disgraceful performance and for doing nothing thus far to settle a claim for clothes and incidentals I had to buy after my luggage was delayed last December when returning from Guinea to Washington DC in business class. I must have now called Air France a dozen times to find out the status of my claim. Each time, I get bounced around from one agent to another, each of whom appears completely unable to provide any help whatsoever. One agent today told me that the only way to communicate with AF is via social media and suggested I try Twitter and Facebook. I've already tried both of those months ago and never have had any response. I've now escalated the matter with my firm and with AMEX which did the booking as my company's corporate travel partner. Shame on Air France. I've never encountered such incompetence.

✅ Trip Verified | We just had a return flight scheduled via Air France on August 1st. We arrived 2.5 hours early to Charles de Gaulle but the bag drop-off took 1 hour then we were stopped for having carry-on bags too large at security and had to return to check the carry-ons, after this, we had 50 minutes until departure but security machine broke and caused abnormal security delays of an hour. We missed the flight. It then took 2 hours of waiting at Air France ticketing to learn the next flight would be 6 days away (with us having NO luggage). We opt for another flight on a different airline and airport but now to get our bags ... another 5 hours of waiting to get our 2 carry-on bags. We are told to return in the morning to pick up our other 2 large checked bags that had been pulled from the plane. We come back to CDG, wait 1.5 hours in a 5 person line to find out that those bags cannot be accessed, and they have to send them across the ocean and deliver to our home address. Unbelievable service from Air France. No apologies from anyone or care for the extraordinary mess of lines! One bag has been found but the other is untraceable.

✅ Trip Verified | Check in in YUL was quick but not smiley. Lounge welcome none, food not eatable, Champagne from a cheap brand. These are the only bad news from 2 flights that went smoothly, with excellent on-board service. 16 years old 777, retrofitted, but showing signals of usage. Small (14 seats) business class cabin, therefore very quiet. Connecting in CDG was made easy, with separate immigration for connecting passengers. Lounge in CDG was packed at 6:00 AM ! As usual MRS baggage delivery at MRS is a shame, with no respect for priority bags. Not AF fault; just bad service form third party services.

✅ Trip Verified | Vancouver to Paris. My wife and I paid for direct roundtrip flights from Vancouver (YVR) to Paris (CDG) for our honeymoon trip, and that's where our first experience (and probably last) with Air France goes horrible. To start, our direct return flight home to Vancouver got cancelled, and they tried to put us on a connecting flight a day earlier, which obviously does not work with our travel plans as we are not even in Paris that 1 day earlier. Secondly, our seat selections for both our outbound and return flights that we made suddenly disappeared and my wife and I got separated to seats that were not together. We had booked our flights way earlier and there were lots of seat options at the time, but because they for whatever reason lost our seats, there were no good options left and my wife and I were stuck with choosing the only remaining option left for 2 seats together that were terrible, because all the seat selections had been taken now. I had to go through multiple several hour long phone calls with customer service to 1) get on a new connecting flight (no longer direct) for our return flight home, and 2) sort our all the seat selections for all of these flights, now that we were no longer on direct flights. What's weird is that our connecting flight home is now on Delta Airlines for both legs, not Air France? And they could not confirm me and my wife's seat selections to be next to each other for these flights, probably because they are on Delta Airlines rather than Air France? To make complaints, the customer service phone line does not handle this as they only handle reservations. We filled out the online complaint form on June 22 and have yet to hear back, as our flight is in less than a month now. We called their customer service line multiple times again to follow up on our complaint case #, but was told each time that they cannot do anything to help. When we asked to speak to a supervisor/manager, or be transferred to ANYONE who could possibly help, they said there is no human we can speak to directly, nobody they could transfer me to, no email or phone number to directly contact, and that I would have to wait for an email response to our complaint form, which again we had already waited for more than 1.5 months. In summary, this is our first time booking with Air France, and we have never experience such terrible non-existent customer service. This is not a single human you can speak to directly who can help with making things right. All you can do is submit an online complaint form into a black hole of cases that will never be addressed. I've tried multiple channels to reach ANYONE who can help, but each time I was told there is nobody who can help you, sir. Avoid Air France's archaic customer service system at all costs.