Originally Posted by Atsanik31

I’m a regular Platinum member, flying Business class on Sky Team (mainly AF and KLM). I thought I would share a recent situation I faced with AF and see if anyone had a similar experience.

On a Sunday evening this month, I flew NTE-CDG-NBO on AF (biz). My two flights were delayed, but I managed to make the connection after running between CDG terminals. Despite 1h10 on the ground (and the agent in NTE saying my baggage would be rushed because they were tagged Priority, yeah right…), my 3 luggage didn’t make it. In NBO, I was told my luggage would arrive on the next AF flight, i.e. on Wednesday early morning (no AF daily flight to NBO). The fact there were 2 KQ flights before (Monday and Tuesday) was apparently not an option, despite KQ being part of Sky Team and code-sharing flight with AF. I asked to have my luggage sent to MGQ on the Wednesday flight, as I was there until Thursday morning. I was not offered any arrival kit or any kind of compensation in NBO, and I made my way to my next flight to Somalia.
On Wednesday morning, after I confirmed my bags were loaded in CDG, I called different KQ numbers before I could reach someone. The agent said she will send an email to ensure my bags will be put onboard. After the NBO-MGQ flight took off, I called the KQ manager in MGQ: the first time he said he will check his system and 1h30 later as I had not heard back from him, he very seriously asked me to be “patient”. Three hours after the flight landed in MGQ, and despite 6 hours on the ground in NBO, I was informed my bags didn’t make the flight. I asked KQ to deliver my bags at a ground handling company in NBO (same airport) so I could get them easier: they instead asked the company to come and pick them up. Talk to me about “service”… The bags only arrived in MGQ on Thursday afternoon, after I had left. I finally got them in my duty station on Sunday, thus a week after I had left France.

I obviously got in touch with AF Customer service. I was very “generously” given 6,000 miles. I was chocked: I received 10,000 miles when I complained about their old biz class seats on a CDG-YUL flight and 5,000 miles after raising a complain about showers in a lounge, but for 3 bags delayed by one week, here are 6,000 miles! I called FB to complain: the following day, the same "generous" agent gave me an 80-euros voucher and requested me to send purchase receipts for what I bought while I was without luggage. I guess that agent, first, doesn’t really care who she’s dealing with (high flyers + business class passengers = the more rewarding customers for airlines), and her geo-political knowledge is pretty limited: as a foreigner, you can’t go for shopping in Somalia, unless you have a military escort which is hardly justifiable. This is exactly why we carry everything in our suitcases… Thus, I of course can’t provide any receipt and instead had to "recycle" what I was wearing. I called FB again and asked for a Customer Service Supervisor to call me back: 2 days later, I still wait for hearing back from them.

Has anyone faced a situation like this with AF? What kind of compensation were you given?
Having experienced the same with KQ (Gold member, business class) I received 150 $ (bank transfer), and Ethiopian (no status, business class), 100 $ cash upon landing. In both cases, no receipts requested.
Thanks for your feedback.