Air France Complaint

Mr. Pierre-Henri Gourgeon

President and Chief Operating Officer

AIR FRANCE Headquarters

45, rue de Paris 95747 Roissy-CDG

Cedex France

Cc: Customer Service

August 2, 2007

Mr. Gourgeon:

For 16 years my company has provided you large volume group business. Our groups are ticketed through third parties such as Skybird, AFC Travel, Travelbound etc., so you are not aware of us.

We booked AF#23, we ticketed 44 passengers. On arrival to BLQ, six people had luggage lost for 2-4 days. On departure from BLQ, check in was chaos and this group pre-warned our next group of how bad it was.

July 23 AF#23, we ticketed group of 31 pax. Again on arrival, four people had bags lost for 4 days which ruined their vacation. Our coach arrived airport 5am for 7:15 flight. At 6am, the ticket counter opened with only 2 agents to check in 135 passengers. People were enraged, pushing and shoving in line to make flight. We asked the agents why such short staff? They said, "Please tell our supervisor, it's always like this here."

The flight arrived late to CDG and 2 people lost their luggage. Once again, connecting in CDG we were rushed to make our tight connection. On arrival there was no agent to greet this flight nor assist group to gate. We ran through 2 terminals and barely made it. The group was totally stressed on boarding and vowed never to fly AF again. We work very hard to provide a good international vacation experience and poor service by an airline can leave a bad taste in my company's performance.

We understand delays and lost bags occur, however this can be alleviated with extra staff. There were 2 things that upset both groups most;

1.. Because we had to run to boards both flights, we had no time to go to the tax refund office to process our stamped duty free receipts. Everyone lost money. I lost on ?84 ($126) refund.

2.. With groups, AF is the least accommodating airline for seat selection. No selection allowed intil check in. By then most aisles and windows are full. We are nearly always assigned middle seats. Outbound, I met two FIT travelers who paid less for their tickets than our group rate and they were able to secure seat assignments prior to boarding.

We've used AF over a decade but the incompetence these past two years cannot continue. You really must address this. The definition of insanity is doing the same thing over and over and expecting a different result. We can no longer subject our clients to chaotic CDG transfers, lost bags and middle seats. Regardless of the trans-Atlantic routes we must henceforth only consider routes on DL, LH, BA and KL. It is unfortunate for you because we've augmented your flights with hundreds of passengers annually because of your route system. There were other negative aspects we experienced but too long to detail by letter. Should you like more details, I'd be happy to discuss by phone.

Thank You,

Suzy Davis

Adventures For Singles Inc.