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airfrance.us
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4,591 reviews in the last 12 months6,377 total reviews  

4.29
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Top positive review

Mar 16, 2024
 Verified review
I experienced some trouble choosing seats on the leg of my trip operated by another carrier (Delta). First it let me choose seats from the seatmap. But then I got error messages, and the portal wouldn't let me go any further. When the error cleared it did not have the chosen seats I had tried to pick for that leg. So I reached out to AF customer service, who were very nice and prompt and helpful. They confirmed this was because it was operated by another carrier and I should reach out to CS of that carrier, which I thought made sense and I was happy to do. I engaged w Delta's CS, who were just as nice and prompt and helpful as AF's. The rep offered to stay on with me while I finished the booking, at which point I could pass her the ticket #s and flight details and she would help me choose the seats. After all that, when the booking confirmation came up on the screen it did have the original seat #s I had tried to select in the first place and the Delta rep confirmed those seat selections did go through to Delta. It just took a long time and was confusing. I think it's fine either way, to be able to choose the seats or not be able to and give the details to a rep at the other carrier, but it caused a lot of confusion for me and used a lot of time getting the erroneous error message and after all that it took the seat selection anyways.

Top negative review

Sep 24, 2023
 Verified review
Living in the USA, I am not a regular Air France/KLM customer, so I cannot comment on the website or the airlines from the perspective of a cash customer. However, as a hobby, I arrange travel and manage frequent flier accounts for 25+ friends and family. Consequently, I have far more knowledge of frequent flier programs than most people. As far as FlyingBlue is concerned, it is difficult to find something nice to say. 1) I do appreciate that transfers from Chase to FlyingBlue are instantaneous. (That is, when they are working at all.) It is frustrating that some other airlines still take a couple days to process an online transfer, and award seats may disappear before the points are available. 2) When attempting to transfer points to FlyingBlue from Chase, I got an error message, something along the lines of "This transaction requires special handling, please call...." I tried on my wife's account, and got the same message. So, I set up yet another account in my daughter's name, and the transaction went through without a problem. I googled the error message, and apparently this has been a regular occurrence with FlyingBlue for at least a few years. Some folks report that it was due to slightly different name spellings between their Chase and FB accounts, but that is not the case for me, and we have transferred points before. I do not know if the glitch is with Chase or FlyingBlue, but since you have chosen to be partners, you should correct this longstanding bug. 3) Why is it necessary to select a specific airline to perform an award search? I have just one FlyingBlue account, and, as far as I can tell, the search results are the same whether I choose the KLM link or the Air France link. (I have not tried a search on Transavia.) 4) When performing an award search, a 6-day calendar of results will appear, but the miles indicated on the calendar do not reflect the actual miles required. You must click on each day individually to see the actual results. 5) The mileage requirements for award tickets are completely out of whack. You might find one itinerary from Europe to North America in economy for 15,000 miles, which is a great price, even with the fees considered. However, the other itineraries, which are nearly identical, will be priced at 275,000 miles. WTF? I find it hard to believe that anybody would look at the results page and choose the 275,000 option, when the 15,000 option is readily available. It seems clear that you do not want to offer award tickets on certain flights. If that is the case, then you should simply not show those flights, which will clear up the clutter on the results screen. 6) Award pricing for premium cabins is simply absurd, often 600-700K for a one-way ticket in business class. Who would blow that amount of points on a single one-way ticket? As with most people, the bulk of my points are from credit cards, and I can transfer those points to multiple airlines. Why would I transfer 700K Chase points to FlyingBlue to get a single one-way ticket in business class? The same points could get me 8 tickets on United, Air Canada, Singapore, Iberia, British, Turkish, etc.? Better still, some of these airlines only assess fees of $6, compared to FU fees of $250+ on FlyingBlue. When planning award travel, I continue to consider all options, but FlyingBlue rarely comes out on top.
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Comments on FlyingBlue

Living in the USA, I am not a regular Air France/KLM customer, so I cannot comment on the website or the airlines from the perspective of a cash customer. However, as a hobby, I arrange travel and manage frequent flier accounts for 25+ friends and family. Consequently, I have far more knowledge of frequent flier programs than most people. As far as FlyingBlue is concerned, it is difficult to find something nice to say. 1) I do appreciate that transfers from Chase to FlyingBlue are instantaneous. (That is, when they are working at all.) It is frustrating that some other airlines still take a couple days to process an online transfer, and award seats may disappear before the points are available. 2) When attempting to transfer points to FlyingBlue from Chase, I got an error message, something along the lines of "This transaction requires special handling, please call...." I tried on my wife's account, and got the same message. So, I set up yet another account in my daughter's name, and the transaction went through without a problem. I googled the error message, and apparently this has been a regular occurrence with FlyingBlue for at least a few years. Some folks report that it was due to slightly different name spellings between their Chase and FB accounts, but that is not the case for me, and we have transferred points before. I do not know if the glitch is with Chase or FlyingBlue, but since you have chosen to be partners, you should correct this longstanding bug. 3) Why is it necessary to select a specific airline to perform an award search? I have just one FlyingBlue account, and, as far as I can tell, the search results are the same whether I choose the KLM link or the Air France link. (I have not tried a search on Transavia.) 4) When performing an award search, a 6-day calendar of results will appear, but the miles indicated on the calendar do not reflect the actual miles required. You must click on each day individually to see the actual results. 5) The mileage requirements for award tickets are completely out of whack. You might find one itinerary from Europe to North America in economy for 15,000 miles, which is a great price, even with the fees considered. However, the other itineraries, which are nearly identical, will be priced at 275,000 miles. WTF? I find it hard to believe that anybody would look at the results page and choose the 275,000 option, when the 15,000 option is readily available. It seems clear that you do not want to offer award tickets on certain flights. If that is the case, then you should simply not show those flights, which will clear up the clutter on the results screen. 6) Award pricing for premium cabins is simply absurd, often 600-700K for a one-way ticket in business class. Who would blow that amount of points on a single one-way ticket? As with most people, the bulk of my points are from credit cards, and I can transfer those points to multiple airlines. Why would I transfer 700K Chase points to FlyingBlue to get a single one-way ticket in business class? The same points could get me 8 tickets on United, Air Canada, Singapore, Iberia, British, Turkish, etc.? Better still, some of these airlines only assess fees of $6, compared to FU fees of $250+ on FlyingBlue. When planning award travel, I continue to consider all options, but FlyingBlue rarely comes out on top.
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Jun 29, 2023
 Verified review

Horrendous

I booked trips under my account and under my husband's account on the evening of June 24, 2023. I used miles and booked through the FlyingBlue website. I needed to book each leg of the trip individually because I was booking Minneapolis to Barcelona and Lisbon to Minneapolis, and there's apparently no way to book multi-city trips using miles. I found TO/FROM itineraries for 61,000 miles each and began booking them. In total, we would be spending 244,000 miles. I ran into a problem when, after booking both of my itineraries and booking my husband's MSP to BCN itinerary, there was no longer a LIS to MSP itinerary left at the 61,000 price for the date that I needed. I then found at least two itineraries available at that price departing one day earlier. But because I was not able to change my booked reward travel online, I needed to call your customer service. This is where I things got much, much worse. First, at 20:10 Central (U.S.) Time, I called 1-800-375-8723 from my phone number, which is 651-210-7135. I sat on hold for 60 minutes waiting to talk with someone before the call simply disconnected without explanation or warning. As I later learned, that is because your office was closed during this time. It is the year 2023. How in the world have you not programmed your phone system to indicate that you are closed!? What an absolute waste of time. But it gets worse.... I called back a few hours later (first at 00:21 central U.S. time on June 25, and then again at 00:40). In total, I spent another 40 minutes on the phone to twice reach the same representative. He was absolutely horrendous. First, he ignored my explanation of the situation and then rudely asked me to state my precise question. The situation wasn't as simple as a precise question, and when I pushed back on that, he doubled down on the arrogance. To top it all off, he was either incompetent or he lied to me by stating that the itinerary that I was inquiring about changing to was not available at the 61,000 mile price. Finally, I called back a third time at 1:19 and reached a different representative. She was extremely pleasant, competent, and efficient. She quickly processed my request and changed my itinerary exactly as I needed - and for the exact price that I knew was available. In total, I spent hours trying to accomplish a simple task. That first representative should be fired. And you need to seriously overhaul your online booking system and phone system.
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Jun 29, 2023
 Verified review

Horrendous

I booked trips under my account and under my husband's account on the evening of June 24, 2023. I used miles and booked through the FlyingBlue website. I needed to book each leg of the trip individually because I was booking Minneapolis to Barcelona and Lisbon to Minneapolis, and there's apparently no way to book multi-city trips using miles. I found TO/FROM itineraries for 61,000 miles each and began booking them. In total, we would be spending 244,000 miles. I ran into a problem when, after booking both of my itineraries and booking my husband's MSP to BCN itinerary, there was no longer a LIS to MSP itinerary left at the 61,000 price for the date that I needed. I then found at least two itineraries available at that price departing one day earlier. But because I was not able to change my booked reward travel online, I needed to call your customer service. This is where I things got much, much worse. First, at 20:10 Central (U.S.) Time, I called 1-800-375-8723 from my phone number, which is 651-210-7135. I sat on hold for 60 minutes waiting to talk with someone before the call simply disconnected without explanation or warning. As I later learned, that is because your office was closed during this time. It is the year 2023. How in the world have you not programmed your phone system to indicate that you are closed!? What an absolute waste of time. But it gets worse.... I called back a few hours later (first at 00:21 central U.S. time on June 25, and then again at 00:40). In total, I spent another 40 minutes on the phone to twice reach the same representative. He was absolutely horrendous. First, he ignored my explanation of the situation and then rudely asked me to state my precise question. The situation wasn't as simple as a precise question, and when I pushed back on that, he doubled down on the arrogance. To top it all off, he was either incompetent or he lied to me by stating that the itinerary that I was inquiring about changing to was not available at the 61,000 mile price. Finally, I called back a third time at 1:19 and reached a different representative. She was extremely pleasant, competent, and efficient. She quickly processed my request and changed my itinerary exactly as I needed - and for the exact price that I knew was available. In total, I spent hours trying to accomplish a simple task. That first representative should be fired. And you need to seriously overhaul your online booking system and phone system.
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Dec 13, 2023
 Verified review
Dear Air France Customer Service, I am writing to express my disappointment and frustration regarding my recent experience with your airline. I am a frequent business class passenger, and I have always chosen Air France for its reputed excellence in service. However, on my most recent flight, I encountered several issues that have compelled me to inform you of my dissatisfaction. Firstly, there was a lack of competence displayed by the airport personnel and authorities. Despite booking a business class ticket, I was surprised to learn that there was no provision for business class passengers' transportation. This is highly unprofessional and not in line with the level of service that I have come to expect from Air France. Moreover, the wait that ensued was unacceptable. After being informed that there would be no separate transportation, I was made to wait in a bus for over 20 minutes until it was full of passengers. This unnecessary delay caused inconvenience and discomfort to all passengers involved. Additionally, once we finally reached the plane, we were forced to wait an additional 15 minutes inside the bus before being allowed to board. Such delays only serve to tarnish Air France's reputation and detract from the overall customer experience. It is my earnest request that Air France takes swift action to rectify these issues with the airport personnel and authorities. Measures need to be put in place to ensure the smooth and efficient transportation of passengers, especially those in business class. This will not only improve the airline's reputation but also demonstrate a commitment to providing a superior level of service. I trust that Air France, being a reputed and esteemed airline, will take this complaint seriously and address the shortcomings I have raised. I hope that my feedback will contribute to the ongoing effort to enhance the overall passenger experience. Thank you for your attention to this matter. I look forward to a prompt response and a satisfactory resolution. Yours sincerely, Hicham Bennani
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Oct 1, 2023
 Verified review

Beyond Frustrated and Searching for a New Airline

I tried to book tickets for myself and my wife, who is now a senior and paid for a senior discount card from Air France. At no point during the booking process was I asked about her status other than listing her as senior and the fare booked as full fare. As a gold member, I called the FlyingBlue premium line for help and was told I need to call booking. I called booking and was told they could not help because the ticket was booked. I spent over an hour on the phone trying to get help. I’m the end I was told my only recourse was to cancel the booking and rebook it under her Flying Blue account. When I asked how to do that and get the senior discount, I was told to call the Flying Blue premium line. I asked to speak to her supervisor and after ten minutes she came back without the supervisor. Beyond frustrated, I canceled the two tickets and I rebooked her under her Flying Blue account (after being sure her senior card was linked to the account). The ticket was booked at the same full fare adult price. We contacted customer care again and they said they would voucher us for the discount. Not really expecting to see that any time soon. I have been a faithful AirFrance customer for many years and am now a gold customer. I was very upset last fall when you took all of my accumulated XP points and converted a silver account to a gold and left me no points. I called to ask to be switched back to silver and keep the leftover XP, but was told it doesn’t work that way and there was nothing you could do. Now I don’t have enough XP to even stay silver for 2024. So the senior discount and the CP fiasco was two times Air France would do nothing to help me. I have for the first time in decades started booking other airlines for my transatlantic and European flights. It saddens me, but it is clear that Air France does not go the extra mile for gold customers.
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Dec 11, 2023
 Verified review
Your employee at the boarding gate at Paris airport was abusive to me. I went to the front of the line where she was and courteously let her know that I needed to speak to the boarding gate desk. I had just come from the Airfrance flight from Cancun and needed to check on my boarding pass and seat. But she was rude and snapped at me, using a harsh tone from the start. Then I asked her if she spoke English but she just said "No" harshly. Even though I explained to her I just needed to go to the boarding gate desk and then I would queue at the back of the line, she gestured insultingly at me and yelled at me. Then she snatched my passport from of my hand - !!!!  I was shocked by her abusive behavior. I took my passport back and left that line. She was the line furthest from the gate, one of your 2 female employees at the lines, she was the one with a bob hairstyle (the other female had her hair in a pony tail type style).  I then went to the other line, which was nearest to the gate (there were 3 lines), the employee there was a Caucasian male, I explained to him what I said to your female employee. He was professional and let me through to go to the boarding gate desk. I told him about his female colleague and asked what her name was but he said he didn't know. I also told your boarding gate desk employee (female with short hair) about what happened but she was unhelpful and discourteous.  This abusive behavior towards me was distressing and very upsetting. I paid a total of USD $1,536.84 for that just one way ticket. I gave Airfrance my business over Turkish Airlines and even paid Airfrance more than $500 more, yet this was how I was treated. Why was your employee so abusive towards a customer/me? Is she racist? Does Airfrance allow abuse of passengers? Does Airfrance allow racism?
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