Originally Posted by Marambio

Hi all,

My checked-in suitcase was broken beyond repair on my last AF flight. These things happen - no big deal. I filed a damaged luggage report and was quickly emailed that I should contact a store called Malles Bertault in Paris which would either fix or replace it. I sent the store all the required information via their website (pictures, boarding pass, passport, etc.) and spent a week without a response (when you call them there is an automated message saying they don't accept phone calls). I ended up launching AF via WhatsApp and after a long discussion ("désolé Monsieur you need to be patient") it seems like somebody in AF called Bertault and they emailed me offering a replacement suitcase -- which will be delivered in early June. I will now have to contact again AF and file yet another complaint about the unacceptable delivery time.

Overall, it's pretty bad service -- no response until you complain, and then a 6-month wait to get the new suitcase. I am usually happy with AF in general but very disappointed in this occasion. By comparison, the same thing happened a couple of years ago with Transavia (TO) and they wrote me a check for the price of the suitcase within 72 hours.