Flying Blue (Air France, KLM, and Other Partners) - E-Mail Flying Blue

I do not know if it has been discussed before but I surely remember everybody complaining about the impossibility to contact Frequence Plus by e-mail. While browsing the new site I discovered we can actually now contact Flying Blue by e-mail. The link is 'hidden' as follows:

French site:
Accueil - Voyageurs Frequents - Flying Blue - A votre Service
Contacter Flying Blue - Envoyez-nous un E-Mail
(you then have to enter your account number and pin number and here you are on a contact box!!!)

US site:
Home - Frequent Flyers - flying Blue - Customer Care
Contact Flying Blue - Send e-mail

It would be nice to get a report from somebody who has tried this contact way and see how long it takes to get an answer.

I sent FB an email yesterday through the KLM-site. I'll let you know when I get a reply.

I'd love to send an e-mail to sweet Babu at FB. I'm curious to see the response time (i'll cut them a break now since the program just started and this is the first time F+ people have been able to e-mail customer service).

Hello,

You know his name, his first name and you know the namin convention of AF's e-mails so you could potentially send him a direct e-mail ... I'll probably do that if I get no response from the public mailbox ....

I'd love to send an e-mail to sweet Babu at FB. I'm curious to see the response time (i'll cut them a break now since the program just started and this is the first time F+ people have been able to e-mail customer service).

I should actually be able to answer my own question shortly as I have tried to contact FB by telephone more than 3 times this morning and I had to give up after 10 minutes waiting each time...
I instead decided I should take this opportunity (as I am not in a rush to obtain an answer) to just ask a question regarding the renewal of my Petroleum Club card which i have not received... Let's see how long it will take to get a reply.

I am already waiting for more than 3 days for 2 questions I send in on sunday....

I am already waiting for more than 3 days for 2 questions I send in on sunday....

For the new program launch,
I think you know that there are alot of emails to be answered. there are millions of members :-) Just be patience.

I sent FB an email yesterday through the KLM-site. I'll let you know when I get a reply.
Still waiting... 9 days now

I have yet to receive a reply to two e-mails sent over a week ago. Even Flying Dutchman generally did better than that, at least acknowledging receipt, if nothing else.

Johan

I sent email to Flying Blue US (over the website), it has been almost one week, no reply.

I know a direct contact for Flying Blue Thailand. The KICK is that if I ask something she knows, she will answer within 1 day (sometimes within hours), however, if I ask something difficult and/or she has no clue, then no need to wait for her replies cos it will never arrive. This has happened more than 5 times in the past 4 months. Easy questions, no problem, difficult ones, dream about it.

I believe when she receives difficult questions from me, she went through the same channel all of us do, emailing Flying Blue Headquarter and never receives replies from them either (like we have waiting to receive replies from the web...) :D

I sent email to Flying Blue US (over the website), it has been almost one week, no reply.

TWO WEEKS and still counting...

Let's see how long it will take to get a reply

TWO WEEKS and still counting...

I know guys. A site pretending to be interested in your feedback/questions through email, but not sending an automated acknowledgement with a tracking number, and responding within 48 hours is a joke, in my view.

In that light, let's all have a good laugh: :D

BTW, when are we starting this sticky thread with all that is not working satisfactorily on the FB/KLAF web sites?

Mine is 15 days and not a peep....

17 days now for me. I don't understand why they just don't send out an email to the ones in the (hopefully existing) queue, saying that waiting times are long. It is not as if it would cost anything..

The emails arrive in a Queue and should be answered within a week.

BUT,

with the launch of FB, things are a little bit different.

Almost all the FB employees are supposed to answer to the mails, faxes and complaints between 7AM-8AM or 8PM-8.30PM. Furthermore, some of them will treat those questions the whole day.

But, as they launched a new version of the program allowing those treatments, things are really slow. I think that they have not been prepared to answer a "new" big amount of questions.

Anyway, I think that there is no choice as FB Members have to be patient. Things should improve once the whole program is on the right track.

Anyway, I think that there is no choice as FB Members have to be patient. Things should improve once the whole program is on the right track.

we're all waiting for this moments. maybe we should start a online query while waiting:

WHEN WILL FB WORK AS I SHOULD....



a) 2005
b) 2006
c) 2007
d) ...? ;)

I think that they have not been prepared to answer a "new" big amount of questions.Oh, all right then, now I understand. It of course never occurred to anybody at AF, KL, F+, FD or FB that the introduction of the new program just might lead to an increase in e-mail and telephone enquiries, so they had no reason whatsoever to prepare any contingency plans. After all, FB gives us the best of both worlds, doesn't it? Not only is it generous by nature, but it is the epitomy of perfection as well.

Johan

Indeed: I spoke to a FB agent in France the other day about the non posting of a flight. She told me that this happened all the time with the old FD program but it would never happen with FB!!!

And we will never get middle seats, AF will never be late and Servair will never be on strike - never ever ever....

cause even nature is more generous

Maybe I have just been lucky, but I have been receiving replies to my emails to Flying Blue (with ACTUAL answers too) usually around 48-72 hours after sending them out.

Three weeks and counting . . . .

Johan

This week, 28 and 29 June, I have thrice reached, and had coherent and helpful conversations with, living human Flying Blue agents, in Dutch, on the NL number which is listed along with all other country offices on the FB section of the KL and the AF sites.
This is a pleasant development. I am now considering removing the suspension I had placed early April 2005 -- since some utterly clumsy errors in communication by the undoubtedly very nice AF-KL directors Frederic Babu and Christina Zanchi -- on any bookings by my company and associates for travel in the AF system. My last attempt at locating a) a person and b) coherence in FlyingBlue was in early June.

Long may this continue, and long may it be used as a minimal benchmark for quality service.

I hope the AF-KL team monitoring this site will tell Frederic and Christina of my newfound joy, and ensure its recognition.

- Paul


The emails arrive in a Queue and should be answered within a week.

BUT,

with the launch of FB, things are a little bit different.

Almost all the FB employees are supposed to answer to the mails, faxes and complaints between 7AM-8AM or 8PM-8.30PM. Furthermore, some of them will treat those questions the whole day.

But, as they launched a new version of the program allowing those treatments, things are really slow. I think that they have not been prepared to answer a "new" big amount of questions.

Anyway, I think that there is no choice as FB Members have to be patient. Things should improve once the whole program is on the right track.

Email sent 6 weeks ago still unanswered & but discovered another problem on the website...

When Flying Bobo arrived, the AF website required a new password to access my account - it worked for the last month, but yesterday when it was refused three times, access was denied. Typing in my FB number & name to request the 'forgotten password' sent me in a loop - access denied for 24 hours. I tried later & 'access denied' then started again for 24 hours. SO - any ideas for getting out of this loopy, looping problem? Snail mail to Monsieur Babu?

Phone contact in France is usually very good, but no one had an answer.

Perhaps AF want to spare me the depressing sight of a diminished account?

The emails arrive in a Queue and should be answered within a week...I think that there is no choice as FB Members have to be patient. Things should improve once the whole program is on the right track.

Still waiting over a month later...!!!

Three weeks and counting . . . .

Johan

Same here. And I also snail mailed boarding passes to them which they seem to have ignored completely.

Bets taken on the boarding passes having disappeared.

Emma

Did any of you guys get a survey email from NDOP (or something like that) to give opinion about AF website?

I hit them pretty hard about this Email Functionality deal....hoping their management will consider the improvement.

But since my feedback is in English, I am also hoping they willl understand all my concerns.... :D

Did any of you guys get a survey email from NDOP (or something like that) to give opinion about AF website?

I also filled this on-line survey (where there are 5 x 100 USD vouchers to be won). It was funny though to be asked about Flying Blue and when you reach the end of the survey they ask you if you are Club 2000, Frequence Plus Bleu, Rouge...!!!???

Five days and no reply - but I guess that compared with some other people's experience that's nothing.

Those who managed to get a reply - HOW did you send your emails? Through the web form or by some other means?

Haven't tried phoning them yet. Where do calls to the UK number end up - UK, Netherlands, France or India?

Those who managed to get a reply - HOW did you send your emails? Through the web form or by some other means?


I send mine directly to the email address for FB India Elite members. It is the same people working there who used to handle the old FD India Elite desk so they are familiar with me and very helpful.

35 mins on hold to fb telephone line today at 8p per min ....finally negotiated the rubbish telephone system ... got then to find out about my complaint letter ......4 weeks and counting.... no reply, spoke to a fb agent who said that yes it had been processed and was on the system, a new benefit that agents can now see our complaint letters :rolleyes: , anyway the complaint department had taken no action , so he said that was not good enough. A plat member with specific questions would have expected a reply ! So he has re submitted it as to see if I actually get a response ! Air Canada do you know why they at the complaint departments seem to be ignoring our letters :mad:

No offence to our French members but maybe I shall re write it into French and see if I get a reply.. I am so fed up already with this program!! :mad:

I have been waiting 1 month now for a response from FB after several calls to the "help" desk with regard to being locked out of my account.
So today I have tried an email, I'll share any response with you.
Whats next? is there a door to knock on?

Whats next? is there a door to knock on?

In Ivry-sur-Seine according to their blurb. No street address... :-(

Just noticed something...:

"As you Gold member, you will continue to enjoy the privileges of a dedicated hotline, [...]"

What dedicated hotline?

The number I was given is 0870 24 29 242.

Can any Plat/Silver/Ivory UK members confirm whether or not they were given the same number?

In Ivry-sur-Seine according to their blurb. No street address... :-(

Just noticed something...:

"As you Gold member, you will continue to enjoy the privileges of a dedicated hotline, [...]"

What dedicated hotline?

The number I was given is 0870 24 29 242.

Can any Plat/Silver/Ivory UK members confirm whether or not they were given the same number?

I really don't know how things are set up outside France. For us in France, we have :
- access to a dedicated reservation number available at all time
- access to the standard FFP number (0825 864 864), where we are requested to enter our card number. Our call is then transferred to specific types of agents according to our status within the FFP.

- access to the standard FFP number (0825 864 864), where we are requested to enter our card number. Our call is then transferred to specific types of agents according to our status within the FFP.

with FB that does not work anymore. does it?

with FB that does not work anymore. does it?
I am not sure anything really works anymore.

But when I called the last time I entered my number and was connected immediately to a very pleasant gentleman, who promised to solve all my troubles and then it seems forgot all about it when he put the phone down.

So there may indeed pe a dedicated line, but don't expect any special treatment.

Hang on...correct me all, but has ANYONE here had a response about anything negative about the new FB program or are they ignoring us ALL... :mad:

with FB that does not work anymore. does it?

Well, I called them for my D class VIE-CDG leg on the AF flight operated by OS and I also called them for changing an award ticket to NCE, incurring a 40 euro charge on the standard miles leg (the other one was on Opti-Miles, I mean Open Miles :) ). No problem.

good news. I'll have to try since they did not credit my last STR-PRG on OK

Hang on...correct me all, but has ANYONE here had a response about anything negative about the new FB program or are they ignoring us ALL... :mad:


It's taken you *this* long to work that one out?

My first year when I sent in some good reports and thanks they kept giving me bonus miles every now and then. 5000 here, 20000 there. I sent them one complaint once, mostly about NWA and how they behaved advicing KLM to drop them as partners. FD responded and said they were so sorry to hear this and had forwarded my complaint to NWA who should surely get back to me with an explanation. Never heard a word from NWA.

The minute KLM/FD started getting things wrong and I let them know there was dead silence or inconclusive answers. Frank rudeness on the phone. When calling them and telling them to sort the problem or start loosing customers the respons was - that's your choice - click! I was sat in crown lounge 52 (I think) with a couple of hundred other passengers who were stranded by a snowstorm. All highly irrate by KLM and FD ways of handling the situation (we're talking armed security at transfer desks and soldiers with machine guns). I was not the only one who thought KLM hinderdesk staff were being rude and lounge staff being rude.

As I've said before. Their ground crew is a waste of space. If it wasn't for their flight crew I'd have stopped flying with them ages ago.

I'm still waiting for a respons to my first email sent to them now, 4 weeks ago and to the one sent a couple of days ago. I'm not holding my breath.

Emma

As I've said before. Their ground crew is a waste of space. If it wasn't for their flight crew I'd have stopped flying with them ages ago.

Air France is the same... i paid a flight using some DBC vouchers and before paying i mentionned that i needed a full receipt... of course i was told it was not a problem. After the ticket is issued, had a look at the receipt... and the taxes were not there, and the total was zero. I got a "of course, you paid with DBC" and answered "i asked for this receipt before paying..." "we cannot do anything, the ticket is issued, your DBC is void etc..."

Writing to AF Stockholm, i've just got a "receipt" send by mail, no explaination letter at all... and written next to the ticket number: taxes = 116 SEK (12 EUR).

Tomorrow, i'll pass in front of AF offices in STO and will ask if they are just making fun of me or if they are just stupid and incompetent... taxes are around 601 SEK at the moment, it would be a premiere to see only 116 SEK of taxes for an AF return ticket!

... and the service onbord was so good on this flight, too bad that their in flight generally good performances are spoiled by an generally awful ground service and such a bad customer [un]care service!

I too have tried to reach FB via phone "International Long Distance" from the States! No luck.

I had an e-mail of
FD.support@cygnific.com
reservations.uk@klm.com
and a phone number of 31-20-201-3087

Please note I asked the WEBMASTER at the Cygnific.com address to forward.

Let's face it - AF/KLM see their FFP as a cost which delivers no benefits to the airline at all. They'd much prefer not have a FFP at all. Hence there are zero resources devoted to FB, zero response to emails, long waits on (premium-rate) phone numbers to the so-called 'helpdesk', reduced benefits, reduced miles-earning etc etc etc. Indeed they want to minimise cost to the airline from the FFP & maximise whatever little revenue they can gain from it.

Best just to burn whatwever miles we have left & forget about 'loyalty; AF/KLM aren't interested in our loyalty & customers will respond in the appropriate manner.

Best just to burn whatwever miles we have left & forget about 'loyalty; AF/KLM aren't interested in our loyalty & customers will respond in the appropriate manner.

I am beginning to agree, not too long ago I was wondering if it was worthwhile to try and hold out for lifetime P.E. but it seems absolutely pointless at the moment.
Maybe it is time to switch to *A while I still have status with them from the staus match deal.

By the way I haven't even had an automated response to my email yet

Let's face it - AF/KLM see their FFP as a cost which delivers no benefits to the airline at all. They'd much prefer not have a FFP at all. Hence there are zero resources devoted to FB, zero response to emails, long waits on (premium-rate) phone numbers to the so-called 'helpdesk', reduced benefits, reduced miles-earning etc etc etc. Indeed they want to minimise cost to the airline from the FFP & maximise whatever little revenue they can gain from it.

Best just to burn whatwever miles we have left & forget about 'loyalty; AF/KLM aren't interested in our loyalty & customers will respond in the appropriate manner.

saw on the lufthansa thread (http://www.flyertalk.com/forum/showpost.php?p=4291145&postcount=8)

I read, that LH has been carrying some 51 Mill pax in 2004 in total. Apparently, the status customers account for a significant share of the revenues. As far as I remember, some 3% of LH customers gain them more than 30% in revenues. Customer loyalty is a great asset, probably the greatest.

I think, this is true for AF/KLM, too. I still think customer loyalty is very important to them, but they don't know how to handle the new programme since it started - for my opinion - 6 month too early. it's not finished and everything does not work.

Never tried the call, I better sent mails.

I sent mine some weeks ago, and I received TWO answers, slightly different, the first one saying that they have to manage the overbook situations, and as I was taken finally, I had no right to complain (My seat was reserved, I am Flying Blue SILVER and Skymiles GOLD -supposed to be preferred, probably?-, and was present 1 hour and 20 minutes before take off time!!!).

The second letter said the flight was NOT overbooked, but they give me 2000 miles as a compensation.

Which answer is the good one?
Should I wait for the third message?
Should I call them ?

I'll better work on my SILVER level that disappeared when I requested my two FD and FP accounts to be transformed in just one.

Then I'll complain again..... That's life with air France.

Email sent 6 weeks ago still unanswered & but discovered another problem on the website...

When Flying Bobo arrived, the AF website required a new password to access my account - it worked for the last month, but yesterday when it was refused three times, access was denied. Typing in my FB number & name to request the 'forgotten password' sent me in a loop - access denied for 24 hours. I tried later & 'access denied' then started again for 24 hours. SO - any ideas for getting out of this loopy, looping problem? Snail mail to Monsieur Babu?

Phone contact in France is usually very good, but no one had an answer.

Perhaps AF want to spare me the depressing sight of a diminished account?

Did you get this resolved? I have also had the 'stuck in a loop' problem and can't work out how to resolve it!

Did you get this resolved? I have also had the 'stuck in a loop' problem and can't work out how to resolve it!
Me too, perhaps they hope we will all go loopy and fly away to another carrier, therby reducing the workload of the FB staff

Not a single answer to any of my emails for weeks now

i wonder if their e-mail interface is working :rolleyes:

I got a reply
Dear Mr Norri

Thank you for your email and we regret the delay in replying.

Your query has been forwarded to the Flying Blue help desk for reply.
Should you wish to contact them direct the contact details may be found on
www.klm.com FB option or telephone 0870 2429242

Regards
Customer Care
KLM Royal Dutch Airlines/Northwest Airlines
United Kingdom & Ireland
Tel : 00 44 (0)8708 500747
Fax 00 44 (0)8708 500767

I am getting that loopy feeling again

I used the weblink on June 16th to contact customer care and got an email reply today. That reply, which comes from "NoReply-FlyingBlue@airfrance.fr" says;

********
DEAR MISTER kbd

PLS GIVE ME [reference to my request] ... AND I LL CAN GIVE YOU THE [reference to the answer I was after] ...

MANY THANKS

MANUELLA FLYING BLUE
********

So now what? I paste all of that back into the customer care email service on the website and wait another 5 months for a response?

Thats better than the answer I got, which was to the lost FB reply to my last letter , the French FB agent only said to send my original letter back in and .. in due time they would send out the SAME pro forma and I could see it ..... individual answers .. yeh right ! :rolleyes:

good eh ?

The Flying Blue setup is a joke. if you do receive a reply, it's like it's been computer generated - no human being involved

The Flying Blue scheme operates like a fraud - encouraging you to accumulate then denying ways to use them or, in my own case, eventually cancelling a huge amount of acccumulated miles with little justification. Its barely legal

Avoid like the plague

I think you've made your point.