Air France

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1340 reviews
5/10
4 star Skytrax Rating
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1/10

“this was the worst experience”

(Italy)

Trip Verified | In almost 50 years traveling this was the worst experience. Considering I was traveling in business class as platinum member. Plane was old, configuration 2 3 2. Regretfully I had a seat next to a very unpolite man. Unfortunately it was a very long flight since there was a stop over in BKK. The purser getting off at BKK told me good luck and I needed it. This man started cutting his nails, he was also unstable and pants were down every time he stood up to go to toilet. He has been noisy all 12 hours flight and had been arguing with other passengers. A nightmare cause I was the closest to him. I wanted to relax with a gin and tonic and it was not available on all plane. This was May 2022. I send a complaint and I got just a copy+paste answer from customer service Business class + platinum member customer service.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteHo Chi Minh City to Venice via Paris
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"closed down the complaint"

(United Kingdom)

Trip Verified | This was the worst long haul flight. Seat was old and mine was broken, The lights were switched off for 85% of the flight, my headphones broken, my USB broken, tried the call bell a number of times - never answered. I had to go to the galley to get someone's attention. The turbulence light was nearly always on (when we hadn't had turbulence for 30 minutes - this happened regularly). My wife's gluten free meal was served frozen. When I complained they offered some crisps and nothing else - despite me asking if they could see if there were any other options for food. I ended up leaving my earbuds in the pocket. Complained afterwards, it was a torturous process. Customer Services never answered my complaint. Everything was generic and they then closed down the complaint right afterwards. I had to keep opening up new complaints just so I could get someone to respond. They consistently ignored every attempt to go in depth regarding my complaint.
AircraftBoeing 777
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteLondon to Singapore via Paris
Date FlownApril 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

“a horrible and horrendous experience”

(United States)

Not Verified | My first time flying Air France and it was a horrible and horrendous experience. My 2 suitcases were left in Paris for almost the entire time I spent at my destination. Baggage claim customer service was disastrous and was no help, initially given me wrong information about my baggage located and arrived several times leading to frequent trips to the airport with no luggage in sight. After a few days the customer service kept pretending to have a bad network and claimed to not hear me. It was obvious they were up to no good, because I heard them loud and clear. Additionally, I filed a claim that did not see light of the day. Eventually, one of the suitcases arrived almost 2 weeks later and the other came the day of my departure back to Dallas. Moreover, the brand new suitcase I purchased for the trip arrived damaged. Essentially, the entire trip I was overwhelmed with trauma and anxiety. I was also unable to accomplish the reason for my trip. As if that was not enough, on my return trip back, another one of my luggage was left behind in Paris and this time delivered on the 3rd day after arrival leaving my perishable items condemned. After all of this, the claims department confirmed and then denied that they did not see my claims. I truly regret ever flying Air France. Almost three weeks have passed and I have still not received any form of compensation or at the least an apology. I am thoroughly disappointed with this experience.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDallas Fort-Worth to Abuja via Paris
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"The most nervous service ever"

(Poland)

Trip Verified | I bought a combined flight from Gdansk to Lima, tickets were not cheap and I payed full ticket price. But when I was checking in for the flight 20 hours in advance, I was granted a standby seats for all 3 flights. Moreover, my friend checked in later, and she were not given a standby seats. When I reached the support in WhatsApp, they asked me to come to the airport earlier and address my issue to Air France agent. I went to the airport at 2.30 a.m. (my flight was scheduled at 6:15). There were nobody to help me. And there were no Air France agent of course! The advice in WhatsApp was to wait until boarding starts and go to check in desk. But at check in desk they could not give me the boarding pass and sent to the gate. At the gate they asked to wait. And only after boarding started, I received boarding passes. I’ve been in a constant stress for more than 24 hours. No assistance and no support. On my way back I had 3 flights provided by air France and the final flight provided by another company. I had much time for interchanges bettween flights. But as a result, every flight has been delayed. My final flight was at 23:05, and I arrived with air France at 22:58. The only thing I am grateful for is cabin crew. I asked them to provide me with possibility to run first from the plane. Thank you for this opportunity! So again only nerves and stress. In Paris before the check in they decided to make all the passengers to move to another part of the airport, as the gate changed unexpectedly. After some delay air France application showed me a message that I am entitled to compensation, but when I clicked the message for several times, error occurred: Sorry, something went wrong. And after several tries even the whole message about compensation disappeared. The most nervous service ever!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteGdansk to Lima via Amsterdam / Paris
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"Service on board very good"

(Denmark)

Trip Verified | Flew Paris-Copenhagen 7 Dec. 2023 on a new A220. On time. Checked in online. In Paris, I used the nice and spacious Air France Salon lounge in terminal 2F. Became rebooked to AF after KLM cancellation. Not a bad swift as I avoided a stop in Amsterdam. However, they failed to retag my luggage which remained in Paris and only arrived to Denmark 2 days later. They delivered it faultlessly by courier the entire way to my address in a distant area, 80 km from airport. I was well informed on the progress. The Air France flight was on time, although aircraft was completely stuffed due to Amsterdam traffic issues redirecting hundreds of people. Aircraft was modern and very nice. Service on board very good, did not anticipate such pampering onboard an intra-European aircraft.
AircraftA220
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteParis to Copenhagen
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
2/10

"not let me board without the plastic card"

(Canada)

Trip Verified | Nov 2023 Flight from Vancouver to Rome with stopover via Paris. We landed at the opposite end of the airport and had to dismount onto the tarmac in pouring rain. No overhead coverings to keep the passengers out of the wet and cold; many passengers were rightly not expecting this and not dressed accordingly. We were crammed onto a shuttle bus and transported to the security checkpoint. Plane disembarkation to security checkpoint took about 25-30 minutes. Our next flight was with Air France and the scheduled layover was 1hr 40mins. Massive lineup at the security checkpoint and were shunted to a severely understaffed overflow line. This overflow line had approx. 3 planes worth of passengers and they were being screened by 1 staff member using an old system – baggage and security trays were ferried by hand, no automation whatsoever. There was a free line next to us but that was exclusively for the 20 or so flight staff, all other passengers were ignored. It took 1hr and 10mins to get through the security checkpoint. There were arguments with passengers and staff, there were arguments with passengers and passengers as people were beginning to panic that they were about to miss their connecting flights. People were begging each other to be let through first, but all were in the same situation. Other lines to our right were moving quickly again but people were expressly forbidden by staff from transferring lines, nor did they offer to redirect. Once we were through, we went straight to our flight gate as they were beginning to final call our names over the PA system. Keep in mind we were as efficient as the airport allowed us to be, no bathroom breaks, no shopping, and walking as quickly as possible. Doors closed a few minutes after boarding and there were still at least 70 people in the line at the security checkpoint many of whom had now missed their flights through no fault of their own. At our departing flight from Venice to Vancouver (via CDG and Seattle) I had found that my PR Card was lost or stolen and denied boarding the flight; saying that the USA would not let us through. Even though I had my valid PR number, Passport and ID they would not let me board without the plastic card. The staff were not helpful or sympathetic and were offering bad immigration advice – they were insistent that we quickly purchase a tourist travel visa to Canada online – as much as we told them that was for non-residents only and even showed them policy on the Canadian Immigration website, they were insistent that was the only way they would now let us through as apparently they were now deputised as US immigration officials. We informed them that we as Permanent Residents were allowed to privately cross the US-CAN border in our own vehicle and we asked them to cancel to Seattle-Vancouver leg of the journey and let us finish the flight in Seattle. They told us to go to the ticket desk 30 meters away and try there. Once we got to the indicated ticket desk, they were confused what we were doing there and told us to go back to the Air France staff who had clearly fobbed us off, and again told us they can’t cancel the last leg of the trip.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteVenice to Vancouver via Paris / Seattle
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Extremely unhelpful staff"

(Australia)

Trip Verified | Booked a flight with Air France, then had to change plans. Looked at the cancellation/refund policy and it said they would refund if cancelled within 24 hours. I thought I was within the 24 hour window, so I went to my booking to cancel. There was nothing on the cancellation confirmation saying that I was outside the 24 hour window, which I was. When I realised my mistake about 20 minutes later, I thought it was better to keep the flight than cancel and get zero refund. I went back to the website, and it said refund takes awhile to process. I didn't see anyway to stop the cancellation process. I called them and they said I need to contact the refund team, I asked how, they said they would do it for me. When I didn't hear anything the next day I called them again, lady was very unhelpful and said it couldn't be stopped when it was started. Air France kept my fare for providing zero service. Extremely unhelpful staff, and terrible website functionality.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteRome to Adelaide via Paris / Singapore
Date FlownNovember 2023
Value For Money 12345
no
1/10

"Air France refuses to compensate me"

(Canada)

Trip Verified | If you live outside of the EU, Air France will not compensate you for a severely delayed or cancelled flight. On September 22, just a few hours before boarding an Air France flight from Vancouver to Paris, I was informed by email that Air France had cancelled my second flight from Paris to Nairobi where I was supposed to begin a safari. My only option was to take a Kenya Air flight from Paris to Nairobi, 12 hours after I landed at Charles de Gaulle airport. Usually when you are forced to wait 12 hours because your airline cancels your flight, you are offered a minimum of 600 Euro compensation (this is even written on the Air France info site). But Air France refuses to compensate me, using the loophole of an obscure 2004 regulation that states that if the flight does not originate or end within the EU, they're off the hook. First of all, my cancelled flight 814 originated in Paris, which in the middle of the EU. Secondly, since when does an international airline that flies all over the world, compensate only those who fly witin the EU? Air France has an obligation to treat all customers equally, and not give preferential treatment to customers who fly only within the EU. When I flew from Dublin to Vancouver last year, and the flight was delayed by 10 hours, Air Canada paid me compensation.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteVancouver to Nairobi via Paris
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"lost our three bags"

(United States)

Not Verified | Air France lost our three bags, someone was in my seat on the plane. The woman who tried to help us fill out forms about our missing bags could barely use the touch screen, so we had to do it for her completely. We had to wait more than three hours after we got off the plane to get our bags at our destination after they were left in Paris (our layover). The aircraft’s wheels were exceptionally squeaky, and they screeched loudly constantly while we were on the ramp. Also, the food was terrible. It was a sloppy cream cheese and cucumber “sandwich”. It was barely edible. They forced us to check our bags in the first case despite there being plenty of open seats and thus, room to carry our bags onto the plane like normal. They needlessly created the conditions to lose our bags and followed through and succeeded in it.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAmsterdam to Rome
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"there was no wheelchair for me"

(United States)

Trip Verified | Very disappointing and that has become the normal experience with Air France. Poor catering on board, and on a nine-hour flight no one came to offer more drinks. I went to the back to fetch my own but found that the cabin crew had sealed off our compartment (limiting 16 rows to one toilet) with locked curtains, so they can be alone. Upon arrival, there was no wheelchair for me (and this happens all the time at CDG airport). I have an artificial leg and it is difficult for me to walk long distances, yet they have me walk up the boarding bridge to the lobby, then walk outside to catch their van, where it drops you off at another terminals and you have to walk up steps and then an elevator and then a longish walk to where they have their wheelchair staff. If you wish to fly with this group, choose KLM who are efficient, they have wheelchairs available when you arrive, take you to where you want to go. We flew to Bucharest, and there has never been a wheelchair waiting for me so I guess they do not do that there. My last three trips with AF/KLM have resulted in delayed suitcases of up to a week. They arrived as expected this time, and that is the only thing Air France did correctly.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteChicago to Bucharest via paris
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no