On August 8, 2009, I was a passenger on board Air France Flight 377 flying from Detroit to Paris. I was greatly disappointed with the airline’s service, crew and, later, its customer service line.

Approximately five hours into the flight, the pilot made an announcement the plane was experiencing technical difficulties and had to turn around. The plane landed in Boston around 4 a.m. - only about a half hour to an hour before it should have landed in Paris. Despite consistent inquiry regarding the next available flight and/or accommodations, no one was given any further information. Instead, only baggage handlers were on hand to assist passengers upon arrival who waited in line at the airport for at least two hours before they were able to speak with an airline representative in Boston. Although the representative did give me a hotel voucher good for limited hours, she was unable to address further information because no one from Air France was available to help. I did receive a “customer service” line to call, but it was not yet “open” for another six hours – obviously, an inconvenience considering I could not give any information to those waiting for me in Paris. When I finally did get through hours later, I spoke with a representative, Alexandra, who offered no apologies, but instead, remained aloof, giving me an attitude after explaining the situation and my concerns. Why would an airline state that the number is a “customer service” line if the number is not open when customers need it and if the agents “serving” customers clearly show no attempt at promoting customer service?

After Air France’s recent notorious media attention from transatlantic flight failures, I would think the airline would do everything it can to refurbish its image with the public. I guess I’m wrong. My discontent with the service, organization and planning has not only discouraged me from ever flying with Air France again, but also letting the public know about my ordeal. I am in contact with various passengers on the flight and many of us are already using internet blogs and the media to promote consumer knowledge of the unprofessional way Air France handled this mistake. I feel that many other potential passengers considering flying with Air France will feel more aware of the serious deficiencies in Air France’s planning, organization, safety and especially, customer service.

Although I am glad the flight did take necessary safety pre-cautions, the overall experience with Air France (my first one) made me question the airline’s capabilities. Not only was the flight experience the poorest I have ever gone through with any airline, but I lost one night in Paris, including a paid hotel room. This event was the fault of the airline and was not some weather related incident.

My parents, my mother being seventy one and my father being seventy six and suffering from Parkinsons disease quite badly were booked to fly from Narita in Tokyo to Manchester England via Paris France.
The flight time was 10:30 a.m. with the checkout closing at 9.30, unfortunately due to very heavy traffic and finding a way to wheel my father around Narita to the checkout counter meant that we arrived twenty five minutes after the checkout had closed, I completely understand that such companies have to run to tight scheduales but the treatment we received when we finally arrived at the checkout counter was totally idiotic to say the least, even though the check in counter had closed the flight was still in the process of boarding, as there was at least another thirty minutes before take off, absolutely no effort was made to try and get my parents to the plane before take off, I would like to add that I had completed internet check in twenty four hours before and so there would be no need to go through the check in procedure, the response from the staff was basically this, the check in is closed and you will now have to buy new flights, even if this was the case the way that we were told this with absolute no care or respect for our situation especially with my father being so ill and needed to be back in England for doctors visits. The only thing the staff seem to be bothered about was making more money by selling us more seats and having no thought or care to my parents situation. In my opinion, they had every opportunity and time to rush through my parents so that they could make their flight, but straight no from the off was all we got combined with give us another two thousand pound and we will fit you on the next flight.
I would like to add that yes, the tickets were non transfereable or refundable but if this company are quite willing to leave a sick man stranded with no money to pay for an extra flight and with zero concern for his situation then the whole event is an absolute disgrace.

My parents have now had to stay on with me for another four days causing considerable stress on both my parents as they needed to be back in England due to their health.
Two seats have now been booked for Sunday the 9th of August with B.A. at a cost of well over one thousand pounds, money which my father needs for for his hospital treatment and medication.

I made a special trip to Heathrow to change my flight home to an earlier one. At the Air France counter I paid $250 to change the ticket. When I returned a few days later for the flight, I could not get a boarding pass from the computer so I went back to the counter. There I was told that I had been issued a paper, not an electronic, ticket, and that I "must have lost it." I said I had NOT been issued a paper ticket, only give a piece of paper with flight info and reservation numbers...much like the one I had received from my travel agent when I bought the original flight. The agents replied that their fellow agent was reliable, he would have given me a paper ticket. Two of the agents were aggressive and unpleasant about this; the other, an Englishwoman, was more sympathetic. By the same logic, I could argue that I am an experienced traveler who has lived abroad and made frequent trips to Europe and that I am very careful with my travel materials, carrying them all--hotel reservations, flight schedules, etc.--in a single bright transparent plastic envelope. Still, they wouldn't let me on the plane and I had to buy a new ticket home, at more than $1000, although from another airline.

My 22 year old daughter travelled from Paris to Tunis on June 27th, 2009.

She transports medication from France and as the procedure states our travel agent sent a request for her to transport her injections on the flight. These need to be kept at a temperature between 2 & 8°C, failing this, the medication is no longer effective.

When she got on the plane she was told that it had to be put in the hold, At -50°C???!!!

Here is a copy of her confirmation with the authorisation.

1.BENSALEM/SONIA
2 AF2385 E 23JUN 2 TUNCDG FLWN
3 AF2584 Q 27JUN 6 CDGTUN FLWN
4 AP TUN 71 903 289 - HELLO TOURS - A
5 TK OK19JUN/TUNTS3111//ETAF
6 SSR FOID AF HK1 IDX2KQIZ
7 SSR OTHS 1A ORDONNANCE SERA RECLAMEE...
8 SSR CKIN AF HK1 SERINGUE ACCEPTEE PAR AF
9 OSI AF AINTUN20009
10 OSI AF TKNO0573502011141

Having flown Air france via paris to Verona we had no complaints other than the ridiculous transfer at Paris airport - having to go from T2G to T2E only to be bussed back to Tg to get the plane. Coming back the flight at Verona was late and we managed to get to the gate as the bus was going out. The rep. told us there was not another flight that night and we would be put on the first flight the next morning. I explained for medical reasons I needed my suitcase as it contained pills i needed. She first told me it wasn't possible but after an hour on the telephone told us that if we went down to the baggage recaim a rep. would meet us there with our cases. She gave us our hotel voucher and told us to show it to the bus driver. When we got down to baggage reclaim there was no-one there so we went into the Airfrance cubicle. The lady there was the one the original one had been talking to and did not know anything about our cases. She was at first quite rude but one and a half hours later we managed to get our cases. Took them to the bus showed our hotel voucher to the driver who took us to The Campanile hotel - not the right one!!! We had to get a taxi to the right one (23euros) later. We arrived at the correct hotel which was filthy! The carpets were stained, the curtains were hanging off and the shower curtain was brown at the bottom. Never again will I fly Air France!!!