Seriously? Social networking used for customer service...

Review of Travel Bug about the flight Air France AF65 between Los Angeles and Paris Charles De Gaulle on 09/09/2014 in Economy
Travel Bug AF / AFR LAX / CDG
Note: This review is about an experience that happened more than 3 years ago.

First off, I love AirFrance, and have have flown with them a number of times. But on my most recent trip, I accidentally bought and paid for an extra baggage allowance for my return flight instead of my departing flight. There is no place on the website to change this error once it is made. I incorrectly assumed this error could be corrected when I checked into LAX for my departing flight. The check-in AirFrance agent told me I could not transfer my baggage option to my departing flight and to call customer service. Which I did, and was transferred to Delta to correct the problem, which they couldn't do and then I was advised to go to AirFrance social network for help. I requested help from AirFrance Facebook site. And was told, since the extra baggage was already charged to my credit card, even though I had not used it yet and wasn't planning too, my money was non-refundable. Seriously? The good news, before my departing flight, I attempted again to reach an AirFrance customer service agent, and fortunately, I was successful this time! The AirFrance agent refunded my additional baggage charge!

Hopefully, AirFrance will put on their baggage option website page, information about what it takes to cancel or change a pre-bought bag option. Also, whoever is running their Q&A on their Facebook site needs correct information.

As for my flight, it was the usual excellent service I can always count on from AirFrance. I am always pleasantly impressed with the service from the flight attendants. The internal temperature of the cabin was comfortable and the food/drink service is always better than other carriers I've flown. Entertainment is included, so there is always plenty of movies to watch for those long flights.

Overall rating
4 / 5
Value (price + quality)
4 / 5
On the ground
Check-in and boarding
4 / 5
Management of luggage
4 / 5
On board
4 / 5
Costumer service
4 / 5
Your opinion of security
5 / 5
5 / 5
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By Travel Bug, about Air France, , close to Paris, Île-de-France, France
Posted online by HappyFlight, on 29 September 2014, view original version
This review has been read 4 times
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