Air France - lack of customer service - Flight from Paris Charles de Gaulle to London Heathrow

Complaints.com received the following consumer message on November 22, 2002:

From:

RE: Air France - lack of customer service - Flight from Paris Charles de Gaulle to London Heathrow

I've just sent it in, but wanted to add - Air France have made no comment so far. The letter was forwarded by registered post with covering letters from Global Travel, via JMC. Is there an airline watchdog agency I can contact to pursue this? Regards

Steve

Representing the above and: Mr Adam Gill

26 Darnley Avenue

Horfield

Bristol BS7 0BS Mr Michael Calvert

126 Ellicks Close

Bradley Stoke

Bristol BS32 0EU Mr James Pargeter

17 Shamrock Close

Milton Keynes

MK7 7NS To Whom it may concern I am writing on behalf of the persons listed above to complain about the appalling level of service experienced as a passenger on an Air France short haul flight AF2370Q from Paris Charles de Gaul (CDG) to London Heathrow (LHW). The events that took place are as follows: Our group began queuing at check-in desk F10 at 1830 on Sunday 13 Oct 02. We had valid airline reservations, paid in advance. We queued for 45 minutes, during which our queue did not move – a passenger at the front had some difficulty checking in outsize baggage. Rather than take the passenger to one side, the ticket agent instead debated the issue and wasted a full 30 minutes in doing so, causing the check-in desk’s failure to process our group’s reservations. At 19.15 we were told that we were “all on standby” due to the flight being overbooked by about 30 seats. There was no apology or explanation offered. We were asked to move away from the check-in area to wait with the other affected passengers. To overbook a short-haul flight by 30 seats is not a simple mistake: overbooking is a deliberate airline policy designed to prevent wasted capacity on flight but to this degree it demonstrates gross incompetence and a shocking lack of consideration for passenger needs. I am familiar with the operation of automated booking systems and know that it is difficult to overbook even a single seat without the system issuing warnings to the operator. The extent of this overbooking would have been known to Air France for hours or even days ahead of check-in. Alternative arrangements could have been prepared in anticipation of all of the passengers turning up for the flight. Had this been a budget airline pathetic service, incompetence, rude staff and an abject failure to take responsibility might have been understandable. However, we had paid premium rates in advance for a routine flight with one of Europe’s leading carriers, a company of international repute. At 1930 hours the overbooking was confirmed and alternative flights would be offered for the following day as there were no available seats for Sunday evening. We responded that this offer was not acceptable – all to our group had jobs to get to on Monday morning and had made no arrangements for additional time off. No other offers were forthcoming. An hour, passed during which time Air France staff either dealt with other passengers (including taking time out to attend once again to the oversize baggage issue, and even to check-in a late arrival frequent flyer on to the flight, thereby revealing that the flight had not actually closed. This was intolerable behaviour to witness and raised the temperature of what was already becoming a heated exchange. Throughout this period, supervisor Frederick Foch stood around with a clip board, making no effort whatsoever to assist either the beleaguered check-in staff or the irate passengers. We suggested that Air France arrange tickets on the Eurostar and they agreed, although this process took another 30 minutes. During this time, we were offered compensation for the delay, either 75 Euros cash, or 150 Euros in flight vouchers. Mr Gill opted for the vouchers; Messers Calvert, Calvert and Pargeter opted for cash. I was handed the following as “cash”: Note the “75 EUROS” scribbled on in pen. This is not cash. It is an airline voucher valid for specific Air France flights. This is what actual Euros look like. We were advised to “take the voucher to any Travelex or other exchange bureau” where the voucher would be honoured. I protested this as utter nonsense and persisted with a demand for actual cash. Mr Foch then got involved and called me rude. Antagonising customers with name-calling, when they are expecting a formal apology and efforts to assist with rectification of Air France’s own mistake is simply incredible. Mr Foch steadfastly ignored the cash compensation issue and insisted that we had to leave in order to catch the Eurostar. We pointed out to him that we had not been given any tickets for Eurostar, nor any proof of entitlement to Eurostar passage. He then told what transpired to be his first lie, telling us that Air France “had already made the arrangements with Eurostar”, who would issue tickets on arrival at Gare du Nord station. We pointed out that to get to that station we would need train tickets from CDG. Mr Foch lied a second time, stating that these would be issued to us at the station ticket box. We pointed out that the Eurostar goes to Waterloo but our vehicle was at Heathrow – how would this journey be arranged and paid for? Mr Foch lied a third time, saying that these tickets would be arranged at Waterloo. The time was now 2015 hours and despite the fact that Gare du Nord was at least 30 minutes away by train, Mr Foch lied a fourth time, stating that we still had time to make the train. I suggested to him that he was simply trying to get us ‘out of sight and out of mind’. He did not respond. We had no option (if we wanted to try for the Eurostar) but to run towards the train station, following another Air France representative. She took us to the station ticket office, where we stayed for 20 minutes because the Air France desk had failed to return Mr Gill’s airline ticket, without which we would not be allowed to board the Eurostar. During this time we were not issued any tickets for Eurostar, nor the Metro to get to Gare du Nord. We were then advised to run for the train and actually encouraged to break the law by Air France by using the train without a valid ticket, despite continuous and strenuous objections by members of our party. I am writing separately to RER Metro to pay for both trips, and will be claiming this fares back from Air France. We arrived at Gare du Nord and ran to the Eurostar ticket office, to find other passengers from our flight already waiting. Eurostar knew absolutely nothing about the arrangements for any Air France passengers that evening. They also told us that Air France KNOW that Eurostar will not accept passengers within 1 hour of train departures and that Air France have to provide all passenger information and requirements by fax to Eurostar more than 1 hour prior to departure in order for them to consider the request. Eurostar rang Air France at CDG at our request, but Air France offered no explanation. They did offer to pay for the next Eurostar train at 0700 on Monday morning. Some passengers elected to accept this offer, presumably those without jobs to get to. As this was actually a worse alternative to the 0700 flight, our group refused. Before returning to CDG, we asked the Eurostar shift manager to write a note explaining why they could not accept us as passengers and were told “no, I cannot do that. We have to protect our relationship with Air France. This happens all the time and it is not our problem.” We returned to CDG, again by Metro without a valid ticket.

As an aside, quoting the overbooking leaflet: “Naturally Air France will do its best to keep the inconvenience caused by over-booking to a minimum and our staff are available to give you any assistance that you may require". This is the minimum we would expect. However it clearly didn't happen. In fact, the action of Air France staff caused passengers even greater inconvenience by sending them on a wild goose chase across Paris, late in the evening, without baggage assistance and making them travel illegally on the RER, with no genuine prospect of ever catching the promised Eurostar, because Air France had failed to notify them of the requirement for tickets.

We arrived at the F10 check-in desk at CDG at 2230 hours and found Mr Foch waiting to continue his stream of fabrications. He stated that he “did not understand” what had happened at Eurostar and that these kind of incidents “never happen” with Air France. He insisted that he had sent a fax to Eurostar and that it was their fault. At this stage we were thoroughly disgusted with the service, the attitude and the fact that we still did not know how or when we were going to get back to the UK. Mr Foch’s continuous deceit was making further discussion seem pointless and we stated plainly and unequivocally that Mr Foch was not telling the truth, nor had he at any point up to that moment. Mr Foch simply shrugged his shoulders. Some minutes later, he offered us boarding passes for the 0700 hours flight on Monday 14 Oct 02 provided we were at the check-in desk by 0615 hours; compensation of 75 Euros cash or 150 Euros voucher. He advised us to write to Air France in the UK for any further compensatory claims. He had no comment to make about Air France staff encouraging fare-dodging on the Metro or the appalling service level to this point. We accepted the boarding passes but pointed out to Mr Foch that it was now after 2300 hours, which meant we were already delayed by 3 hours: the alternative flight forced upon us actually represented a 11 hour delay that would cost each of us a day’s annual leave, or a day’s pay for unpaid leave (neither of which takes into consideration our employment responsibilities). Mr Foch continued to argue that 75 Euros was our maximum entitlement and refused to recognise that according to Air France’s own overbooking leaflets, we were entitled to at least 150 Euros cash or 300 Euros vouchers. Mr Foch eventually involved a senior colleague and agreed to the higher sums. Mr Foch then issued Messers Calvert, Calvert and Pargeter with the following “cash”: Indulge me whilst I labour the point, because I am referring this particular issue to the appropriate trading standards and airline watchdog agencies, Which consumer magazine and the Bristol Evening Post. The image shows exactly what was handed to me as “cash”. It would not matter if I only had to walk 10 yards to make an exchange – this is still a voucher for cash, not actual cash. Either the Air France Overbooking leaflets are factually incorrect or the Air France check-in staff at F10 really are as incompetent as their attitudes and actions suggested. Mr Foch refused to issue cash, despite the fact there was nowhere open to exchange the above vouchers, leaving our group short of local currency for another overnight stay in France. He then arrange for hotel rooms at the Millennium Hotel. Because it was now after 2300 hours, he stated that we would not be able to get a hot meal at the hotel, but that he could provide sandwiches before we left the terminal and arrange for a hot meal in the morning at the hotel. We accepted this arrangement on the proviso that a hot meal would indeed be available at the hotel. Mr Foch lied for the (I’ve lost count)th time and assured us that the meal would be available. We waited 20 minutes for the courtesy bus and spent 25 minute getting to the hotel. As we checked in, we enquired with the kitchen staff and learned that breakfast was not served until 0630 hours. Mr Foch had insisted that we be at check-in for our 0700 flight at 0615 hours. Considering that it takes 25 minutes to commute from the hotel to the terminal, there is simply no way we were ever going to get a hot meal at the hotel. The hotel staff also stated that room service was “not available” for the delayed Air France passengers. The following morning we boarded the flight to Heathrow and arrived without incident. Before leaving the airport our group tried to exchange our ‘cash’ vouchers at the Travellex exchange, where they smiled politely at us and told us to move along – they had no interest in the vouchers and advised us to return to Air France. We went to the Air France desk and they agreed to exchange the vouchers for cash. We asked for Euros, as per the vouchers but were advised that Euros could not be issued in the UK – only sterling. I pointed out that my ‘cash’ said Euros, that I was taking a trip to Spain in 4 weeks and did not want to add insult adding to injury by the compensation being further reduced by an exchange rate scam – I simply wanted the promised Euros. They cashier refused so Messrs Calvert (M) and Pargeter opted for sterling. I have since been advised by Air France that I can obtain cash (sterling) by driving the 200 mile round trip to Air France’s office in Piccadilly. My ‘cash’ vouchers are enclosed and I would like 150 Euros in cash or credited to my bank account (sort code 119100 account 01511388). To further complicate matters, we did not arrive back in Bristol until 1130 hours on Monday 14th Oct, missing the first half of the working day completely, looking and feeling extremely tired, stressed and in far from an ideal state to work. Each of the group has lost a day’s leave for Monday 14th Oct 02, and was placed in a professionally awkward position with employers and clients. In conclusion, dealing with Air France has been an unremitting customer service nightmare. They have treated us disrespectfully, discourteously, dishonestly and at no point have we even been offered an apology. Air France staff consistently refused to take responsibility for a situation which they themselves engineered, to the deliberate detriment of passengers with whom Air France had entered into a legal contract to provide air travel at a specific time on a specific date. The handling of the overbooking was conducted unprofessionally and incompetently and served only to make matters much worse than they were as a result of the original cancellations. This level of service and these consequences are not acceptable and will not be tolerated. Air France is expected to issue a response within 28 days of receipt of this complaint, which has been forwarded by registered post under a covering letter from my travel agent (Global Travel). If the response issued by Air France is not acceptable to our group, legal proceedings will be initiated through corporate solicitors Burges Salmon in Bristol and copies of the complaint letter will be distributed to agencies mentioned above, and wherever it is possible for remedial or punitive action to be taken, I will personally see to it that those actions are implemented. To summarise our expectations from Air France at this point, we believe we have a strong case for the following for each member of our group: A formal apology with an attendant explanation regarding how these events were possible Refund of any fees to be levied by RER (anticipate 15 Euros to cover 2 trips each) Compensation for loss of 1 working day – Monday 14th Oct 02 (120 Euros each) As a gesture of apology from Air France, we also seek a refund of the original sums paid for the flights (by Mr S Calvert). Finally, the enclosed ‘cash’ vouchers need to be cashed and credited to me. We await your response by return. Steven Calvert

Comment On This

Even though I have a different issue with AF (refusal to compensate for baggage that was delayed by one week in an African destination where there was no adequate replacement), I was also writing two official letters of complaint to their "customer service" here in the US - Guess what: No reply yet. I am to the point that I would not recommend this airline to anyone anymore

Comment On This

I experienced an almost identical situation with AF at CDG (flying by shuttle to LHR) and was "assisted" by an AF agent who, when asked to phone through to the gate, used a telephone whose cord was detached!

As a Canadian(formerly of Redland, Bristol!), I sued AF in Ontario Small claims Court and was compensated (however no apology).

Bernie Davis