Flag Air France Customer Service Review

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I would like to make an official complaint regarding my recent on line booking experience with Air France.

I originally booked a ticket for my son to fly on 5 August 2015 until 18 August 2015 to stay with his father in Paris Flight reference number X9XP2Y


My son's date of birth is 7 August 2000.

I made the reservation on line and at no point was I prevented to continue the reservation despite submitting my son's age. There was an option box asking if he needed unaccompanied travel (but it was an option box) It not state this was obligatory? Perhaps the site was confused as Jack was travelling at age 14, but returning age 15?? I even asked my partner to check it over with me to make sure it was correct for me to proceed?


I received an email 30 hours before the flight on 3 August to book in on line. I tried several times to check in on line, only to be told there was an error and 'please try again later or check in at the airport'? After several attempts to check in on line, I decided to telephone Air France to find out what the problem was?

I was informed that Jack could not travel on that ticket as he was a youth and this was an adult ticket? I explained it allowed me to book this ticket on line, despite submitting his age and I was informed he could not travel on this ticket? I was then told to buy a new ticket and add the unaccompanied travel. They informed me the cost to obtain a new ticket on 5 August is the difference of £645????? Considering I paid £200 for the original return ticket, this was out of the question!

I explained that this was impossible and I could not pay that price. After speaking with various advisors as well as a manager, I was given no alternative but to arrange another ticket for two days later, when an outward ticket price was more affordable at £199. However, my son Jack was now missing out on two days holiday as well as having to travel on his birthday. His father was very disappointed and all arrangements for his vacation had to be changed.

To add insult to injury, when I received the amended ticket date, the operative sent the WRONG date (5 August 2015, when the amended date for the new ticket was now 7 August 2016)????

I then had to get back on the telephone and explain that the incorrect date of travel had been sent, despite arranging and paying for the new ticket for the 7 August 2015.

Eventually the NEW correct ticket was emailed to me and Jack, who turned 15 years old could travel on 7 August 2015 on an adult ticket, albeit missing two valuable days of his holiday.

I am extremely disappointed that the original ticket could not have been utilised and changed to a youth ticket as I was more then prepared to pay for any excess unaccompanied travel fee, but I was informed that this administrate action was not possible?

Can I suggest that you make it more clear on your website regarding youths traveling alone. A traveller should not be able to proceed and you should NOT take payment for a ticket if accompanied travel is necessary. The whole experience caused a lot of stress and unnecessary upset, not to mention a very disappointed young person who was looking forward to being with his father for his annual holiday. As well as this I had to pay the difference for the new ticket, which I don't believe was my fault. I feel very strongly that your on line booking system let me down!


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