Customer Service
COMPLAINT: AF employees lack of help cost us 900 euros

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Old Apr 20, 2013, 8:25 AM
icaru icaru is offline
Join Date: Apr 2013
Posts: 6

On April 16, 2013 we flew from Malaga, Spain to Istanbul, Turkey with a 3-hour stopover in Paris, CDG airport. We disembarked in Terminal 2F where we sat down just in front of the transit lounge. We were traveling with 2 small dogs in cabin. I took the dogs outside the terminal to do their business but when I tried to return inside Terminal 2F to where my husband was waiting for me, the passport control said my boarding pass was for a different terminal and they would not allow me back in.

I had no working mobile phone with me to contact my husband to tell him I could not return there. I had only my passport, boarding pass and 2 dogs on leashes. I went to the Customer Care center in the Terminal where our flight to Istanbul would board. I was there 1 hour prior to the flight departure.

No AF employee at the Customer Service center. Finally I found an AF technician who called someone to come to help me. No one came. 30 minutes before flight departure 2 women arrived to start the boarding. I explained the problem and asked them to call over to the transit area to tell my husband to come. They refused.

10 minutes before boarding 2 more AF employees arrived and were just chatting with each other. I again explained the problem and told them exactly where my husband was sitting, still waiting for me and by now very alarmed. They needed to make only 1 phone call to ask the AF employee standing 3 meters in front of him to tell him to come to the boarding gate. They refused to make this call.

Our flight left and I remained alone with my dogs and the two women who had refused to help. Finally one of them decided this was serious and she made the call that I had asked for 50 minutes earlier. My husband was alerted and came immediately.

However, the flight had left and AF said we must both pay a penalty and buy new tickets. Total: 900 euros. This could have been avoided with 1 simple phone call, or one person who would escort me back to where my husband was.

Good-bye Air france, we will never fly with you again.
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air france, lack of assistance, no customer service agent, rudeness

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