Completely unacceptable treatment of our luggage.

Review of Frederik S. about the flight Air France between Hamburg and Buenos Aires Newbery on 28/07/2016 in Economy
Frederik S. AF / AFR HAM / AEP

Unfortunately I have to join the chorus of extremely dissatisfied customers.

If AirFrance decided to treat their customers as well as they do inside the plane, when there are problems with the luggages outside the plane, I would have given them a really good review.

Airfrance is totally inept to ensure that your luggage appears and is not interested in helping when there are problems. Just to get through to a competent person in AirFrance's customer service is a challenge.

It took a week to find our luggage and deliver it to us. How can it take so long to find three suitcases in today's world where everything is recorded and tracked? At least one of them should appear as a blip on their screens somwhere!?

The first days of our holiday we spent running around in Buenos Aires buying clothes, diapers for our baby, various toiletries, suitcases (we had to travel around). It must be said that it is not easy in a big city that you do not know, sizes of clothes you do not know, brands you do not know and trying to find something that roughly covered our needs.

I am happy that I we were insured through my MasterCard, because I can see from the experience of others, that AirFrance does not cover the minimum they are obligated to cover.

There has also been impossible to get through to a reasonable person within AirFrance. I was lucky enough to find an email address from AirFrance, but they didn't respond to my e-mail, which is totally unacceptable in the situation we were in. When I tired to call AirFrance, I got a choice between talking to someone who speaks Danish (my language) or English. I thought that it would be nice to talk to someone who speaks Danish and figured that I would get through to some one with a minimum of understanding, compassion and intelligence. When I choose Danish I was sent to someone who barely spoke English, who anyway couldn't help me at all, which is deeply unacceptable in our situation.

On the return journey one of our suitcases was destroyed and another one got deep scratches. I could try to get them to compensate us, but to judge from other reviews, it would be like teaching a bear to dance tango and I'm simply do not have time or energy for that kind of fun.

In the future, I'll opt AirFrance out.

General
Overall rating
1 / 5
Value (price + quality)
1 / 5
On the ground
Check-in and boarding
2 / 5
Management of luggage
1 / 5
On board
Comfort
4 / 5
Costumer service
1 / 5
Your opinion of security
4 / 5
Food
4 / 5
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By Frederik S., about Air France, , close to Strib, South Denmark, Denmark
Posted online by Nicolas, on 22 August 2016, view original version
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