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airfrance.ca/en
Reviews:

1,346 reviews in the last 12 months1,794 total reviews  

4.44
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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online booking system says that you are booked with even a confirmation number sent via email, but then the booking was withdrawn.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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3 days ago
 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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10 hours ago
 Verified review

Poor response / notification when flights cancelled shortly after booking

I recently booked a trip on AF and received the confirmation. A couple of days later on checking my booking, I discovered 2 flights (outbound and return) had been cancelled. I received no notice of this from AF and so cannot proceed with reviewing options. I will have to call and beg their assistance
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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 3, 2024
 Verified review

Issues tih Air France website and phone app

The website does not run on Safari. The iPhone app is confusing to use and does not provide the information that you need on one summary page. Booking for multiple family members is troublesome.
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12 hours ago
 Verified review
impossible to use my credit carte. The people on the phone not helpful at all. It seems they are not aware of what is in your site.
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Mar 7, 2024
 Verified review

Poor pay service provider

Would not allow me to use my USD credit card. Declined 4 times. Card works on every other site.
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Feb 8, 2024
 Verified review

Needs work

The web site is eye-catching but it can be very frustrating to use and to actually find what you are looking for. It's not unusual to find yourself going round in circles with every attempt to find something resulting in it opening a new web page that looks exactly the same as the one you started with. (I wish I had taken a screenshot for you of the 7 or 8 open web pages last week) Another issue is that of failure to complete a booking. This happened to me last week. I made a reservation, confirmed the passengers and contact info but then ran into a roadblock when it said "technical issue" so I had to call to complete the booking.
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Jan 31, 2024
 Verified review

Links on website do not work

A number of links on the English and French language website do not work at all especially all things related to the Seniors Pass. It seems this pass does not exist, so any mention of it NEEDS to be removed asap. I questioned AF staff about the pass but they had close to no information available about it. All this is quite annoying.
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Feb 2, 2024
 Verified review
I booked a flight for the first time for me and my wife. Air France send an email 2 days later changing my flight only to next day due to cancellation. All I can say is get your shit together and do not lie.
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Feb 13, 2024
 Verified review
The website is very slow and gives a lot of backlogs
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Jan 31, 2024
 Verified review
Flight changed by 2 days. Unable to change.
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Jan 21, 2024
 Verified review
Th website returned error messages multiples times while trying to make the reservation. Moreover, the price increased by a couple of hundreds of dollars between my first trial and final booking. Given that the purpose of my trip is to accompany my mom who just spent 4 days at the hospital while visiting to make sure she is alright, and not for leisure, the ticket price being almost 3 times a normal price (my spouse travelled for just over $700 to France back in August), we are extremely disappointed in our experience in these already stressful situation where the insurance had to coordinate the return ticket extension for my mom and insist that my trip be at my own expense when they initially considered sending medical aid to travel with her! Would appreciate if Air France could make a gesture to accommodate us and partially refund my ticket, and I’d be happy to send proof for my mom situation.
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Jan 12, 2024
 Verified review
I ha an enormous amount of problem opening a fly blue account. Issues with the questionnaire creating error, or simply not completing at the end. Really frustrating, took me tones of time to open account. Also the seat selection doesn’t have a cancel button ( one I can find at least), had to back and refill a bunch of stuff. Overall beautiful site but with an overall buggy experience. I flew probably 300 times in my life and your site, especially fly blue which I wanted to be member before I buy, is absolutely terrible!
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Jan 9, 2024
 Verified review
Worst Premium economy I have flown. Seats so small as if in economy. Food terrible quality and all carb. Steward annoyed when anyone asked for a glass of wine and refused to top up nor check in on anyone in the section. Can’t imagine how terrible actual economy flight was.
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Jan 13, 2024
 Verified review
Not a lot à flight available. All the same hours...
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Jan 4, 2024
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Dec 2, 2023
 Verified review

price online changes like crazy

price online changes at very high prices. almost for 500 CAD in 20 min, it is not normal!
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Dec 22, 2023
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Jun 29, 2023
 Verified review

Seat selection issues

I just booked a flight from Montreal Canada to Singapore for my mother and I. She is a senior and prefers to sit in the aisle seat because she needs to go to the toilet often and I prefer the window. When choosing our seats for our flights, the system would only allow us to choose seats that were next to each other - window & middle, or aisle & middle. It did not allow us to choose window & aisle. Even when we paid an extra $80 to select our seats in advance, we were not allowed to choose window & aisle! I can understand this if the seat selection was free of charge, but when we pay extra $$ to select our seats, we should be given the seats that we would like to have. We have never had this happen on other airlines that we have flown, even if the seat selection was free of charge. The seat selection system on Air France should be more accommodating since passengers have their personal reasons why they choose certain seats.
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