Flight AF 9495 was late by three hours, so I missed my connection in Newark. No problem, just ask Air France customer service. Um, nice joke.
The counter is only open from 15:30 to 18:45 or so. At least they left a 1-800 number for their ticketing service, which unfortunately isn't for free when called from a cell phone. Thus I enjoyed their menu system for what seemed to be an eternity, which constantly tried to direct me to their f...ine web page. If someone from AF ever reads this: listen, if someone calls that f...ine service line he quite likely does not currently have access to your f...ine web page. Finally, I got an agent on the line, after explaining to her what happened and what I needed, she put me on hold for fifteen minutes and said that she spoke to her supervisor who said that they couldn't do anything, that it was all Continental's fault (CO operated the late flight) and that I have to talk to them, no really, good bye.
So I went back to the other terminal and spoke to a check-in agent who said that it would have been AF's responsibility to re-book me. But he got me on a Continental flight nevertheless, at the same day even. Unfortunately, he couldn't transfer my connection in Paris, which should work anyway and I should go directly to the gate for a boarding pass. I had my doubts, but one stop further is some progress indeed. So I went to the gate (just in time) and got a slightly bumpy but otherwise relaxing flight in a brand new Boeing 767 to CDG.
Of course, in Paris I was directed out of the security area and the security guy didn't let me go to the gate without the boarding pass. I asked him for directions how to get to AF's customer care desk, and expectedly he sent me to the wrong place. Why did I even ask? Anyway, at the customer care desk the lady was blaming Continental and that she doesn't have the necessary information and that I was flying on a different contract and... Which was the point I had to raise my voice again. The initial delay, yes, that was Continental's fault. However, I've booked the whole f..ailing flight through AF's booking system, I have a f...ing contract with f...ing AF and not with their partners and it was AF in the first place who sent me to Continental. She booked me on the next available flight to Nuremberg then.
Now I understand why our French customers get aggravated so fast. Apparently that's the only way to get anything done in France. However, for the majority of the world this is a guaranteed way to lose customers. Remember, "service" means "to serve your customers", and not "dishes".
This was my last journey with AF if I can help it (alas, I won't be able to avoid KLM, who are owned by them.) Their competitors may be more expensive, but my nerves are worth more than the difference.
Comments
ionotter.livejournal.com 16 years, 9 months ago
I have a glorious books called "Fearless Dining Around the World", by a variety of connoisseurs around the world. And they all agree on one main thing about the French.
If you don't stand up for yourself, they will walk all over you. You don't have to be vulgar or obnoxious, but making it quite clear that you will not take this sort of abuse will earn their respect and get you the proper service you should have been provided in the first place.
Link | ReplyNew Comment