Air France complaint

temba

Hello,


Does anyone know the email address and the land address for complaints to Air France? There is nothing on their website. They clearly don't care for complaints!

I had the most appauling flight from Beijing to Paris. Ten and a half hours with no food (I'm veggie, and could prove on the flight that I had not only booked it but also reconfirmed it 24 hours before the flight), no TV/in flight entertainment and no lights in my aisle due to a technical fault, which they didn't fix, nor would they change my seat as the flight was full. I was very bored and hungry :mad:

I have written a complaint letter, which I'd like to email AND send, just to make sure it gets there.

Thanks,
T

fifeken

It's on their website here:
http://www.airfrance.co.uk/GB/en/local/avotreservice/relationclientele/clientele_reclamations.htm?menu=false&BV_SessionID=@@@@1120926594.1230986264@@@@&BV_EngineID=ccciadegdihhejecefecekedgfndgfi.0

If the link doesn't work select "Contact Us" from their home page then "Contact the Customer Relations Department" (Under "Your Feedback")

There is a phone number, a mail address and an on-line form.

temba

Thanks, I missed that page. It's a bit tricky getting all my complaining into 1500 words on their online form! I'll send a hard copy too.

WiseInvestor_2

You should be VERY careful how you word your complaint.
With around 400 meals to load before the flight (possibly 800 if there are 2 meal services on such a long flight) it is VERY easy to miss one.
Very few airlines have full maintenance facilities anywhere except their home base so some complicated faults (particularly electrical) cannot be fixed easily - and certainly not by cabin crew midflight!
If the flight was full as you suggest, it's impossible to move you to another seat.

You stand a grave risk of getting little more than 'sorry' back from Air France with the above list of complaints.

Tojo_Ralph

temba wrote: »

I have written a complaint letter, which I'd like to email AND send, just to make sure it gets there.

My advice would be as follows and that is to not use the online form, but to write to the address in France.

Spell out your complaint in as much detail as you possibly can, dates, times, flight numbers, booking reference, FB number if applicable, the name and job title of the flight crew you directed your complaint to, did you speak to the purser? Did you request the matter be included in the flight report? etc, etc.

Ask questions that require answers to avoid a canned response..... For example, What is Air Frances policy with regard to catering for vegetarians/vegans etc inflight? etc.

Then don't be shy, spell out exactly what you expect Air France to do in response to your complaint, do you want compensation? What would be acceptable? Do you want Air Miles? A Flight Voucher? Cash? What value? ..... If you simply bump your gums and leave it at that, there's every chance you will simply receive a well worded apology.

You should then get a response from the UK CS department within approx 28 days.
.....

WiseInvestor_2

temba wrote: »

I was very bored and hungry :mad:

If that's all you had to worry about I'd suggest you've done well.

Ask the 150 people who travelled from Beijing to London this time last year. If you're alive, uninjured and your flight wasn't the headline news of every media company across the World then chalk it up to bad luck - it was only 10 hours of your life.

If you have special dietry requirements you should ALWAYS take steps to take care of yourself. The meal you missed probably cost Air France less than a Pound to produce so don't feel as though you missed out on much.

And inflight entertainment is a very new concept in the history of air travel. If you can't last 10 hours without feeling the need to be glued to your television set I'm amazed you managed to get off your sofa to travel to China in the first place.

Tojo_Ralph

WiseInvestor wrote: »

If that's all you had to worry about I'd suggest you've done well.

Ask the 150 people who travelled from Beijing to London this time last year. If you're alive, uninjured and your flight wasn't the headline news of every media company across the World then chalk it up to bad luck - it was only 10 hours of your life.

If you have special dietry requirements you should ALWAYS take steps to take care of yourself. The meal you missed probably cost Air France less than a Pound to produce so don't feel as though you missed out on much.

And inflight entertainment is a very new concept in the history of air travel. If you can't last 10 hours without feeling the need to be glued to your television set I'm amazed you managed to get off your sofa to travel to China in the first place.

Oh how I love logic like that................................

Customer: "Is that Air France Customer service"?

Air France CS: "Yes Sir, how may we help you?"

Customer: "Well I have just travelled with Air France from Paris to New York and after a two day delay due to operational issues you were experiencing, I have finally arrived in New York minus all of my luggage and worse still, I have just been advised that my return flight has been cancelled"

Air France CS: "Yes Sir, that is correct, we can no longer be bothered flying that route and for what it's worth, we do not anticipate that you will ever see your luggage again"

Customer: "So what should I do now?"

Air France CS: "Well Sir, how about you thank your lucky stars you weren't travelling with us on the same route eight years ago when 109 people died"

Customer: "I'm sorry?"

Air France CS: "Well sir, had you died eight years ago, then you would really have had something to complain about"

Customer: "But just because I am not dead, it does not mean that I do not have a legitimate complaint"

Air France CS: "I am sorry Sir but you are testing my patience. As you are quite obviously alive and well, I suggest you dry your eyes, stop wasting my time and get off the line so that people who have been killed and who may well possibly have a genuine grievance can get through!!"


....

M4RKM

lol..... classic story..

M

Voyager2002

In flight entertainment systems do break down now and again. I have never heard of anyone receiving any kind of compensation for not being able to watch a film during their flight. Whether or not this is "fair" is not an issue that I want to consider, but I don't think it is worth more than a sentence in your letter of complaint.

Lack of food on a long flight is a good deal more serious. Were you not offered an ordinary meal? You could at least have eaten the roll, and probably the salad. And there are usually extra rolls and things in the galley, so you could at least have taken the edge off your hunger. If none of these solutions were offered to you, then the cabin crew were gravely at fault, and you should receive some kind of apology.

M4RKM

BA offered my sister £50 to spend on one of their flights (yeah, onboard) beacuse there was no IFE working for a 12 hour flight once.. so you can get some compo, just not a lot

luckily, she was travelling around the world, so we posted the voucher to her in Oz, and she got to spend it on the way back!!!

M

barginpleasure

All I got back from Air France was a £50 voucher to use on their flights!!

We were delayed and missed a day at Euro disney!