✅ Trip Verified
| I purchased tickets for myself and my friend from Air France website, which was operated by China Eastern. I couldn't check in and select seats online before the departure, so I only found out that our given and family names got back front in the system the night before our departure. This eventually caused serious loss, inconvenience and panic for us. My complaints to Air France are based on Very inefficient and bad communication service. My friend (whose first language is English) called Air France to address this issue many times on the night before our departure, our call was always transferred to the Air France office in the Philippines. The staff there had limited English, couldn't understand my friend much and it was also very difficult for my friend to understand them. He called more than 10 times, and only figured out the names cannot be changed but we are still not sure the reason. Air France and China Eastern tried to blame each other rather than helping us out. The day for our departure, we went to the airport to talk with the China Eastern. The staff there said names back front happens every day, the airlines can change them for us but it has to be Air France. We called Air France on site a few times with China Eastern staff together, we got the same answer, the names cant be changed because our flights were operated by China Eastern! China Eastern airport staff didn't let us board as they insisted that Air France has to change our names. As a result, we were stuck and had to see our flights leave in front of us, which was one of the most frustrating experience in my life. We eventually went home, called Air France office many times to negotiate. At last, they said the only way they could offer was to make our tickets as a voucher of 3200 AUD, we had to still book Air France to use the voucher. Being desperate, we booked another Air France tickets, the cheapest one is 6600 AUD for two people, which meant we had to pay the same amount of money again to catch the plane that night. Also, our planned trip was greatly disturbed as these cheap tickets meant we had to come back Australia 2 days later, which caused my visa issue (one day overstay in Austria), two days work, and extra two days hotel and food cost. I will never recommend to travel with Air France.