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airfrance.ca/en
Reviews:

1,541 reviews in the last 12 months2,014 total reviews  

4.45
Good
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Top positive review

Aug 3, 2023
 Verified review
Air France responds well and quickly to any calls. My flight was cancelled and I had to book another. What is really upsetting - your online booking system says that you are booked with even a confirmation number sent via email, but then the booking was withdrawn. I had to rebook and same email with a new confirmation number arrived in my inbox... I was terrified that the same "error" would occur again as there is nothing to say it is confirmed - and no receipt. Your new booking system upgrade has glitches. The worst thing for me - the price increased over $400 for the same flight. If your system is doing this to clients - your company then benefits because we have no choice but to rebook at a higher price. This is highly disappointing, especially as I fly min twice a year with your company. Please revisit your booking system. Receiving an email with your booking number does not mean you are booked under your new system! Johanna Sinclair

Top negative review

Jun 12, 2023
 Verified review
I had to call to modify a ticket as online service would let me change it. Agent incorrectly changed the ticket, called back and he changed the ticket again and I requested it to be cancelled due to him telling me I was only getting a credit. Agent disconnected the call, no call back. Called on next day, again I was disconnected. Fourth call got an agent who said he couldn't refund ticket (although the tickets were supposed to be "refundable"). I was the one who mentioned the 24-hour cancellation policy and then he submitted a cancellation request. Spent way too much time on the phone. Agent couldn't tell me the amount paid or to be refunded. Working with Air France has been a total disaster. I still have no idea whether I'm getting refunded for the total amount paid under OBCQCG. Summary of the whole process: All times are Toronto times (EST) and amounts are Canadian dollars. Booked flight June 9th approximately 2:45pm (electronic ticket says cost $2,593.26 + 55.01(seat) = $2648.27). I tried to change return from Vancouver, British Columbia to Toronto, Ontario online, had to call Air France to make change, ticket changed approx. 10:18pm. I requested several times during the call that destination be changed but that ticket remain fully refundable. Representative said repeatedly that if original ticket was refundable than changed ticket is automatically the same. He also said, I would get a refund for the price difference. When confirmation received, the ticket terms said that the ticket was now “non-refundable”! I called back in and got the same representative who said that he would change the ticket to “refundable” and I the price difference would be a credit (not a refund). At this point, I’m totally confused as to what has been paid and what amount is owing to me. Furthermore, I insist that any amount owing to me should be a refund not a credit. I ask the agent to cancel the ticket and I will just rebook on my own (i.e., I do not trust the agent anymore). The agent tries to tell me that I would only get a credit not a refund for the ticket. But I say it is within the 24 hour period so regardless of his mistake changing the ticket, it can just be cancelled. He says he will cancel ticket and then phone is disconnected. HE DOES NOT CALL ME BACK. I try to call Air France and now the office is closed! I have two electronic tickets showing $1208 and $1458 but again, no idea what is actually happening. I have no idea whether the OBCQCG has been cancelled by agent as request. I book a new ticket PDF845 to ensure I have a flight. I tried to cancel ticket online – first it said fill out a form and it wouldn’t let me submit it. When I tired again to cancel online, system said “refund request is being processed”. Friday night, around 11:28pm, I get notice of a credit 55.01 and then notice of a credit for $301. Later I get notice which I think says these amounts are being refunded (#356.01). The next day, I try to call to find out if ticket under OBCQCG has been cancelled and if not, again request that the ticket be cancelled. The agent is confused and eventually disconnects the call! I call back and ask for a manager but the agent refuses to provide me with a manager or escalate my request despite me telling him the problems I have been having. I repeat the story again, and he says he cannot refund the ticket as it is non-refundable! I requested it to be cancelled as it is still within the 24hour cancelation period. He submits requests but cannot tell me what has been paid at this point and what will be refunded. Late Saturday night I get a notice of requested refund submitted (No. 876-2A5271A7EB19) but it doesn’t reference any amount. Several times during this process I tried to request an invoice but the invoice comes back showing no amounts and sometimes showing amount paid $2,648.27. No reference to ticket changes costs, refunds, or credits (so not helpful at all). So frustrating. I am left with two charges on my visa $2,648.27 (first ticket -OBCQCG) and $2,328.98 (second ticket I booked which I still need - PDF845) and no idea what is being incorrectly credited or correctly refunded!
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Reviews for airfrance.ca/en

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Apr 12, 2024
 Verified review
- Booking a ticket for a Youth from AUH to YOW, with no one to accompany him from Air France staff, consistently fails with an error. -Tried for two days till the price increased by ~100 CDN - Called the UAE service desk, they advised to book as an adult by entering an older birth date. Once done they will change from their side so no issues are encountered when checking in. - I managed to book as a student while on the call with Air France service desk. Once I provided the booking reference she said this is a shared coach and can NOT be corrected. But, she'll look into into it and call me back. - No calls received, but an email to cancel the ticket! - Called back and asked for a manager and insisted on it. I was quite direct and to the point. He asked to give him half an hour if no call back, I should cancel. - Luckily he called and confirmed the ticket verbally and via email. Please fix the website. Issue is consistent whether on UAE or Canadian Air France website. Yet it works flawlessly on KLM website. I found that out after the fact. As an IT professional with strong ties to the service industry, please fix the youth ticket booking process flow and train your representatives to rectify the issue instead of providing workarounds that are not well validated.
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4 days ago
 Verified review

Bought "Flex", but shown as "non-changeable and non-refundable" on My Bookings

When I was booking, I made sure to choose "Flex" and I made sure the tickets conditions were "Changeable and Refundable". Yet, after I booked, the tickets were shown as "Non-changeable and non-refundable". I contacted customer service, who said my tickets were indeed "Changeable and Refundable", so there was likely "un bug d'affichage" on My Bookings. I was not reassured, so I decided it would be safest to cancel everything within the first 24 hours. There should not be a discrepancy like this when people spend thousands of dollars and are willing to pay extra for "Flex", but then end up only confused and worried. It also cost me time with the back-and-forth.
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Apr 3, 2024
 Verified review
I was on our your site one week ago and unfortunately - one week later and no one has followed up with me. I sent in a compliant that our site would not let me book from my flights from Ottawa to Paris because - the seats map would not load - very poor site and now more than one week later - no one has got back to me. I have attached the price that was listed when your site would not let me complete the booking. I expect compensation.
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Mar 31, 2024
 Verified review
Tickets for very expensive prices with no full refund even if they book 4-5 months prior. I had to book this ticket I already had one with a return ticket of 25th August which I want to cancel but I cant because I will loose all of 2000 dollars. The ticket is not refundable at all. It seems like France is filled with Thug Politicians and Thug owner Worst Airlines among all
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Apr 1, 2024
 Verified review

As a Platinum Air France passenger…

As a platinum Air France passenger… I was not even recognized, wanted to upgrade on my second leg of flight and there was zero incentive despite my loyalty to Airfrance and Sky Team. I also suggest that Platinum Sky Team Members be given complimentary In-flight Wifi .. this is already done with Gold and Business Star Alliance Members
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3 days ago
 Verified review
credit card was charged but ticket was never actually issued or confirmation email sent.
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Apr 13, 2024
 Verified review
Customer service is not patient
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10 days ago
 Verified review
Very slow website
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3 days ago
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9 days ago
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Mar 26, 2024
 Verified review
Never again. The AF website is poorly designed and has limited options operationally - I had to chat with customer support many times because the website doesn't populate flights by AF Hop. Chat support is a problem on its own - agent keep asking you the same things that you aready entered when you opened the chat and they don't try to give you options to choose from that might be more convenient, or cheaper, or faster, only the options that they can upcharge you on. I initially booked non-refundable but changeable tickets and had to use Google flights for AF, create my itinerary and then tell the chat agent how to book me - and I had to pay extra charge for doing the work. It has been my first experience booking AF on its website and will be the last one. I am a frequent flyer and usually fly with Air Canada, United, Turkish and Polish airlines and will stick to them going forward. If you do want AF, do yourself a favour and book a fully refundable and fully changeable ticket - you will save a lot of grief at the end of thevday.
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Mar 16, 2024
 Verified review

Awful experience booking that cost me extra $$ and made me leave from a different airport for same price

I wasn’t able to book on the website as it kept not working. I had several exchanges with customer service as the price kept changing. When it was finally the lowest price and I was booking, i was cut off. Then I spoke to an agent who basically told me I was lying that I was in the process of booking and that I could only have a more expensive ticket. He said I obviously wasn’t going to book and hung up on me. I finally found a similar price the following morning but from a different airport which now requires me to travel a day in advance and pay for a hotel to fly from the other airport. Finally, I had a birthday discount code and the webpage would not accept it either. Worst flight booking experience in my life and I fly a lot for work!
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Mar 19, 2024
 Verified review
I am totally upset with your dumb website and fare system. I made a reservation on March 4 YOW-CDG-MXP for April 6 and MXP-AMS-YYZ-YOW for April 21. The original flight from CDG to MXP on April 7 AF1830 at 8:45 had to be changed to AF1130 the same day April 7. When I went to the site to make the change the same day, I selected to change the departure flight YOW-CDG-MXP then I selected the right connection AF1130, I selected FLEX Premium Economy option the same day, then I saved and received a TKT. Now I have found that for some strange reason the conditions of return portion changed to NON-REFUNDABLE when originally was refundable...
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Mar 20, 2024
 Verified review
Unable to access my AF/Flying Blue account. My pre-existing one used in 2022 and accessed just 5 months ago seems to have disappeared (system says no record of e-mail or FB number). When I tried to create a new one, the system struggled, could not send an access code, and then said that e-mail was already in use and refused. So I had to book flights without being able to sign in. I am not very happy about all the wasted time and I still do not have my old or new number accessible.
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Mar 4, 2024
 Verified review
Air France wouldn’t allow a trip change within 24 hours of buying my trip. Then told me I could buy another thicket on the side which later on when I called again another agent said I couldn’t and need the fly the sequence. Been a client of them for years and really didn’t accommodate anything.
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Feb 27, 2024
 Verified review
Couldn't change my flight for a same price flight without fees when i called within 24 hours after booking the original flight. A bit disappointing.. especially since I'm pretty loyal to AirFrance and using the company multiple times a year for international flights.
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Mar 8, 2024
 Verified review
Website is frustrating. Seat selection does not allow “unpicking” a sear and re-selecting. Option to opt in and buy lounge access does not allow selecting both travelers at the same time, its a two step process. Reaction time online is generally slow.
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Mar 3, 2024
 Verified review
Less than 24 hours after booking my flight I tried to change my return flight home to a flight with a longer layover that was the same price as the flight I booked but I was told I would be charged 2500$ more. Couldn’t understand why.
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Mar 10, 2024
 Verified review
The site had ongoing technical issues for more than a day. I made at least ten attempts over the course of two days before I was able to complete a transaction. The site gave multiple error messages
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Mar 5, 2024
 Verified review
Shocking that I had to pay more for a youth fare than an adult fare. I even called the customer service desk to see if it was an error. Very disappointing to charge a student more than an adult
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