Originally Posted by Ryanfozzie

Afternoon all,

I did escalate this up the chain and I have now had a further response following a conversation that happened with Fabien Pelous, SVP Customer Experience (I did not have this conversation, but a Delegate to the Office of Air France’s CEO did).

Whilst I won't post the exact reply, there are a few take-aways.

• There is now a genuine apology for the behaviour of the AF staff and that the frontline staff did not provide impeccable service - to both myself and Mrs Ryanfozzie.
• Staff will be reminded of the service levels that are expected as well as confirming the parameters for which Air France expect their staff to conduct themselves.
• Air France have software built in their systems that verifies ticket validity. They also mention it was Lufthansa responsibility to contact Air France in advance for their authorisation to accept us in La Première. I'm not sure if this is the case if we were rebooked onto another airline, but this is how Air France operate. At the moment we entered into the lounge, we were identified as non-revenue since they were award tickets.
• A much better offer of points has been provided, one I feel is fair.

At some point I will ask the mods to lock this thread. As mentioned previously by another poster, Air France do monitor these forums and are aware of this post.