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 1417 reviews
5/10
4 star Skytrax Rating
Filter Reviews by :
Show
8/10

"shine on the transatlantic front"

(United States)

Trip Verified | Air France is new to Phoenix and is a welcome addition to compete against AA and BA to Europe through London. Air France brings a much welcome upgrade to Business Class service quality with better food and beverage options as well as a more refined service. The Boeing 777-200 has an older business class setting than most AA/BA metal serving Phoenix but it is comfortable and I found the cabin to be clean. It provides free Internet messaging. Currently only flying 3 times a week we are waiting to the ramp up to 5 flights next year and hopefully a daily service asap. I have been a critic of AF in the past and I do not like their European Business Class service which is just Coach with a smile but they certainly shine on the transatlantic front.
AircraftBoeing 777-200
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteParis to Phoenix
Date FlownDecember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"I'm deeply disappointed"

(Germany)

Not Verified |  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. 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 our 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!
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteParis to Hamburg
Date FlownNovember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

“the worst airline experience”

(United States)

Trip Verified | This is the worst airline experience I have ever had. They are running a scam in the terminal where they weigh all of your hand luggage together and tell you it’s over weight. They have about 15 “security” people preying on air travelers and weighing the bags then taking you to a desk where they charge a variety of prices (all more than the full ticket cost) to check varying amounts of bags. I’ll never fly Air France again.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteParis to London
Date FlownNovember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"refusing any compensation"

(Sweden)

Trip Verified | Flight from Copenhagen was scheduled to depart 12:05. The flight was delayed and after the original departure time, a new departure time was announced to be 13:40 and thereafter changed a second time to 15:00. The flight was in fact delayed even further and departed from Copenhagen 16:52, and thus well over 3 hours delay. I contacted Air France referring to Directive No. 261/2004 , giving a passenger the right to a compensation of at least € 250. Air France first argued that the flight was not delayed beyond 3 hours. I then sent a copy of my physical boarding card clearly showing a departure time of 12:05. Air France then argued that they would not change their decision of refusing any compensation and that their decision was in line "with company policies" without outlining what those policies state. Not even when I requested an explanation why the EU-directive would be applicable, Air France even bothered to detail anything about it. It also deserves to be mentioned that the delay was not owing to any force majeure. 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.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteCopenhagen to Paris
Date FlownOctober 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

"Both flights were excellent"

(United Kingdom)

Not Verified | Both flights were excellent, food, entertainment and seats comfortable. Friendly and attentive cabin crew. The only criticism was at check in. The computer system was down in Havana so boarding cards were written by hand and only to Paris resulting in an unnecessary and lengthy wait at Customer Services in Paris to obtain boarding for London. No attempt was made in Havana to inform passengers of the problem.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteHavana to London via Paris
Date FlownNovember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"a minor separated from her parent"

(United States)

Trip Verified | 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 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?
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Paris
Date FlownNovember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"Very pleasant and even relaxing"

(Ireland)

Not Verified |  Very pleasant and even relaxing. Both flights on time and baggage arrived Food and drink satisfactory as opposed to excellent. Cabin staff did their jobs efficiently but with little warmth. A350 is quiet and lay flat seats are comfortable. A318 is a rarity! Did not have time to sample lounges Paris transfer was a little daunting, but well signed. d Boarding of second leg was messy, as we were bussed to a very remote stand
AircraftA318 / A350
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteDublin to San Jose via Paris
Date FlownOctober 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

“crew was absolutely uncooperative”

(Canada)

Trip Verified | I booked AF with an impression that it is one of the best airlines in the world. However, to my utter disappointment this airlines lacks all the service parameters that it should have. 1. Customer Service: While checking in at the airport counter at yyz I was with my newborn and was looking for an assistance to help with my luggage and getting a boarding pass but I was left on my own to do things and the ground staff was busy on their phone. Once I completed my checking the staff comes and shamelessly asking for a review. (I would have better complained but didnot wanted to escalate the situation) 2. Airline Crew: While I was managing my baby in a bassinet the airline crew was absolutely uncooperative and infact gave a hard stare when confronted as if they wish they could throw me out of the plane. the most ridiculous, unprofessional and Impatient crew i have ever come across 3. Baggage compensation: My bags were damaged and beyond repair. I was looking for a compensation but I was given a dummy number and email address to contact and get my bag repaired which never worked and they closed my case inspite of repeated followups Overall: A bad experience with Air France and not recommending any one to fly with AF.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteToronto to Mumbai via Paris
Date FlownOctober 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"Would fly again"

(Israel)

Trip Verified | Air France has the best customer service ever! Our flight to Tel Aviv was cancelled due to the situation in the middle east, and air France phone center did everything possible to find us a different route. Because the only airline that flew was El Al, all the flights were fully booked, so we called a couple of times to Air France customer service until we managed to book a new seat from Rome to Tel Aviv, even though the connection should have been from Paris. Air France moved our flight 1 day forward, added a flight to Rome, and booked the El Al tickets without additional cost (the tickets were super expensive on the website) To add to it all, the service was in Hebrew which was extremely convenient! Would fly again
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSantiago to Tel Aviv
Date FlownOctober 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"appallingly unprofessional"

(United States)

Trip Verified | Our experience with Air France in Detroit Airport in May 2024 was appallingly unprofessional from start to finish. We were informed a couple days before our departing flight that our flight was delayed by a day. As people who have traveled extensively, we understand that this is not uncommon, but the way Air France handled the rescheduling of our flight was tumultuous to say the least. In order to get our returning flight pushed back a day (so we would not lose an entire day from our trip) we had to contact multiple people online and over the phone, wasting hours with unhelpful customer service. But we eventually managed to move our returning flight and confirm our departing flight. Being concerned about how that situation was handled, I called Air France to make sure our flight was confirm two days before our departing flight. We were assured multiple times that our flight and seats were confirmed. However, when we arrived at the Detroit airport, I was told by someone who worked for Air France that my flight was not only unconfirmed, but that she had noticed my ticked was unconfirmed 24 hours ago and was “wondering and waiting for me to confirm” my flight. When I asked why I never received a call or email to confirm my flight since she was curious about my flight status herself, the agent just shrugged her shoulders and laughed. The agent began to show animosity toward me at this moment because she must’ve taken my question as an insult (despite it being a valid question). The agent continuously said that because my flight was unconfirmed, they likely gave the seat to someone else and it would now be impossible for me to get on that flight. She said she would look to check the flight but gave the impression there was nothing she could do now. Amidst my sudden panic attack, the agent proceeded to tell my girlfriend that she can get my girlfriend onto the flight without me and that my girlfriend should leave me behind and get on the flight. The agent could not have cared less about my situation or the urgency of the matter. Luckily my girlfriend and I were finally able to get onto our flight. I have never received such poor and unprofessional service from anyone.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDetroit to Paris
Date FlownMay 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no