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My son and daughter- in-law were scheduled to fly on Air France on April 17 of this year. Their locator number was 2039FR, and the flight was SFO to CDG at 3:50pm.



They were never told about rules governing parts of the EU--the Schengan Area to be specific, that doesn't allow any US citizen to enter without at least 90 days remaining on their passports after they are scheduled to leave. Even though there was no statement of any kind on your website pages or on the ticket confirmations sent by you, they arrived at the airport with valid US passports and were smugly turned away.



I have been told by your employees that communicating about these rules is not Air France's responsibility. Mr. Paul Tripp and Ms. Anna Ford of customer relations told me repeatedly that it is not Air France's fault if a passenger doesn't know all the complicated rules of foreign travel. Ms. Ford even suggested that passengers are told when they book their flights to check with their embassies. I had to laugh.

In all my years as a traveler, I know I have never been told to check with my embassy.



I get it. You don't HAVE to do anything but sell the ticket, bank the money and break people's hearts when you tell them you can't go.



Do you really want to do that? Do you want to look like the heartless bad guy and loose your passenger's trust and good will? Do you want them to tell all their friends and their friends? Wouldn't it be a simple thing to put a little note on your website, maybe put a little warning on the confirmation emails you send that explains this issue?



Something like:



Please check with your embassy before traveling for current rules and regulations. Even current valid passports may not be accepted in certain countries.



Your inability to communicate cost me a great deal of money. The apartment in Paris was paid for and remained empty. But it's more than that. I am a stage four cancer victim and I had planned this trip as a wonderful last remembrance for my family. A time to share with my son and daughter. A memory for all of us to carry forward.



Do you care????



Probably not. Mr. Tripp and Ms. Ford had the words, but no understanding. I don't think they cared about anything but getting off the phone.



It's easy to say sorry in a half-hearted way. It's harder to think something through and make it easier for your passengers to travel.



Ms. Ford says you will reply to my comment within thirty days. I am waiting. I guess I have 30 days.



Linda Baxter

Monte Sereno California


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