The airline which doesn't care flying security and customers!!
take off with a phone power on?
A JOURNEY OF NIGHTMARE STARTS FROM AIR FRANCE!
I am platinum card member of Air France, I think the level is high in AF.
On Jan 17, 2013, I took AF from Milan to Paris and I forgot my phone after I turned on when they open the door! I asked for help immediately after I arrived Paris CDG T2 lounge!
No people in Air France Lounge provided immediate and reactive support, I got answer of "No phone in the plane". Then I showed them iPhone locator app the phone was still in the plane!
So I got answers of:
"I don't know how to do?"
"Its your own fault to forget the phone",
"We can help you till you fill the phone"
"We can get the phone first until you fill the phone"
"You have to pass custom again to fill the form and bring back"
Finally I contacted Paris call center to push people in Paris lounge! The supervisor finally sent a telex to Milan airport to request and told me I can get update Shanghai PVG airport Air France luggage center as the plane was leaving. Meanwhile, I told them the phone was still on but in the meantime, I saw the phone was moving on the air lane already. NO ONE TAKE ANY ACTION EVEN THEY AWARED THE PLANE WAS TAKING OFF WITH A PHONE ONE!
Meanwhile, I WAS REJECTED in AF luggage center when I arrived Shanghai. The counter told me it's not their business and asked me to call hotline which only open mon-fri 9am-5pm. Yet I called the very special hotline only for hi-end clients they gave me (00 33 1 48592000). Only French system and service people rejected to support and asked me to send mail to request, THEY DO NOT HANDLE THIS! So I need to send mail to complain even I found someone alive already?
With many back and forth mails/calls which only happened by my own pushed in different channels, the last mail from Air France really upset and surprise me!!
I am really impressed by the way AF replied! They listed all my active actions as theirs to cover their slow, inactive and poor reactions and services! I personally think this incredible horrible!
I feel it’s short on facts and not accurate. To date, I have not received proof that any of my requests (at the CDG lounge, at the PVG airport, multiple calls to your service centers in Paris, urgent emails to AF's lost/found departments, social network requests) drove any action at all. When contacted, none of the above had a case/file number, references in my membership account or any facts or updates to share. Now AF only tells me actions were taken since the beginning, when I showed the staff at the CDG lounge exactly how to retrieve the phone. When multiple departments of Air France could have made a difference (i.e. when the phone was in a specific seat in a specific plane). It is only now after my persistent requests that I am getting their (insufficient) update.
HOW SOON IS THEIR SOON? WHAT SERVICE IS THEIR SERVICE?
If all the actions AF allege were taking place, how can the reply (with no detailed information) come two weeks after I asked for help in CDG airport.
I am also very disappointed AF is quoting the “fine print” on the “terms of service” to absolve their responsibility. It’s clear AF doesn’t get that this is not as much about the phone but about AF's poor customer service/customer orientation and poor responsiveness. What if it had been a critical medication? I did forget the phone on the plane; that is my issue. Air France’s issue is the extremely poor level of customer service from Air France across all departments I contacted – from the VIP lounge to AF's last email: “can’t do anything”; “send an email”; “we are closed for the weekend”; “we are only open 9 to 5”; “please contact Paris” etc. It seems to me AF took more time in finding excuses than trying to help.
Two+ weeks to respond to an urgent request is NOT good service.
A response without details is NOT good service.
A response using the legal fine print as justification for your lack of responsibility is NOT good service.
Most important, they do not care about flying security either!