US and Europe

My wife and I flew home to the United States for the holidays with Air France and SkyTeam founder, Delta Airlines. My experience with Delta has almost always been outstanding. Unfortunately, I cannot say the same for their colleagues at Air France. In the past, Air France has lost my luggage and I found their staff to be less than helpful or pleasant, which is typical of many continental European companies. This time was no different but I really felt that Air France stooped to a new low.

As the time approached for our return to Europe, my wife and I decided it would be good for her and our seven month old twins to spend more time in the U.S. with family. Naturally, we thought we would be able to change her ticket without any difficulty. Our greatest challenge was to find someone who would be willing to travel home with my wife and accompany one of our children. Once we identified who this person was, we started the process of changing my wife’s ticket. Our first call to Air France was with someone who was not a native English speaker and who we thought had difficulty understanding us. We were told that we could not change our ticket. Thinking that there was some kind of misunderstanding caused by a language barrier, we decided to go directly to the airport and speak with a Delta agent (we have no direct Air France presence at our airport). The agent looked at my wife’s ticket and told her she should be able to change her ticket with no problem but that he could not change the ticket since it was issued by Air France. The agent advised that we call Air France when their U.S. call center opens, so that we have someone who is a native English speaker and who may be friendlier and more helpful. I decided I did not want to wait and called that evening. To Air France’s credit, I finally got through to someone who spoke excellent English. I explained to the service representative what the situation was and he said it would be no problem to change the ticket. He then put the ticket on hold for 24 hours in order to give us sufficient time to coordinate with my wife’s friend and her brother who would be booking their tickets that evening.

The next day, everything seemed to be in place. Air France had indicated we could change the ticket, we had two other adults booked to fly with my wife back to Germany and we were planning for a smooth departure for me the following day. When we called to confirm the ticket change and pay the expected fee, Air France informed us that my wife’s ticket could not be changed. We were dumbfounded, since we had spoken with Delta and Air France, who after reviewing the restrictions informed us we could change the ticket. This began a struggle with Air France, that lasted for hours as we repeatedly pointed out to them, that it was their own agent who told us we could change the ticket and had even put it on hold for us. For hours they refused to take responsibility for this. They did not seem to care that not only were they inconveniencing my family of two adults and two children who had spent thousands of dollars on tickets but also two other individuals who had bought their tickets based on the green light from their own agent. Eventually, a call center manager spoke with my wife. This woman was decidedly more helpful than the others had been and decided to listen to the conversation we had with the agent. She told us she would call us back (it was approximately four hours before our flight was to leave) as we scrambled to get everything packed in case my wife had to fly. Two hours later, we called (yes – WE called) and got through to the call center manager again and she changed the ticket.

While in the States, I was at a shopping mall and while waiting for my wife, was reading a sign from by the shopping mall’s management that read:

1. Rule number one, the customer is always right

2. When in doubt, refer to rule number one

I really think Air France could benefit from abiding by rules like these. Does a company ever really lose when it offers exceptional customer service? No! Companies must understand that word inevitably gets around – especially with tools, such as blogs, Twitter and Facebook. As I indicated earlier, I really feel that many European companies lag behind in customer service and Air France is definitely no exception. I hope someday they will learn their lesson and make improvements. To their credit, they came through in the end and made the change but the hours of wasted time I could have been spending with my family are to me inexcusable. What I really want is a refund!