Air France Never Again: Platinum line sucks
Apr 23, 2018, 4:55 pm
#1
Original Poster
Join Date: Aug 2014
Posts: 19
Platinum line not anymore professional
How to transform cool vacations on nightmare !
Vacation flight CDG-JFK in C.
1st leg: My spouse was downgraded few hours before departure in premium eco (while I was still in business). Bad luck she’s hill and requested Saphir assistance.
How it’s gentlemen from AF
Worst : the Return Flight was cancelled less than 24h before departure. Just a text message asking us to contact them.
After more than 30mm waiting on the mobile phone the platinum line employee made nothing, she never try to find us a solution ! She even justified to us the strike saying that the working condition at Air France were terrible and she hang up the phone on us. Unbelievable.
Air France should never put this kind of person on contact to client especially on a (supposed excellent) dedicated line.
AF lose our business.
1st leg: My spouse was downgraded few hours before departure in premium eco (while I was still in business). Bad luck she’s hill and requested Saphir assistance.
How it’s gentlemen from AF
Worst : the Return Flight was cancelled less than 24h before departure. Just a text message asking us to contact them.
After more than 30mm waiting on the mobile phone the platinum line employee made nothing, she never try to find us a solution ! She even justified to us the strike saying that the working condition at Air France were terrible and she hang up the phone on us. Unbelievable.
Air France should never put this kind of person on contact to client especially on a (supposed excellent) dedicated line.
AF lose our business.
Last edited by Azureas; Apr 25, 2018 at 1:20 am
Apr 24, 2018, 1:33 am
#3
Original Poster
Join Date: Aug 2014
Posts: 19
Try to contact the client service to find a solution and definitevely asking for a compensation.
I will never again fly with Air France. After 10 years of frequent Flyer the attitude of the Platinum line ruined my trust in that company.
I will never again fly with Air France. After 10 years of frequent Flyer the attitude of the Platinum line ruined my trust in that company.
Apr 24, 2018, 2:41 am
#4
FlyerTalk Evangelist
Join Date: Apr 2001
Location: MEL CHC
Posts: 21,027
So which airline will fly? (Remember KLM & AF are the same company)
Will be hard to find an airline/country that does not have strike.
Is CDG your home airport?
As you are a person with the up-most integrity we are sure you “will never again fly with Air France”
Enjoy your future travels.
Will be hard to find an airline/country that does not have strike.
Is CDG your home airport?
As you are a person with the up-most integrity we are sure you “will never again fly with Air France”
Enjoy your future travels.
Apr 24, 2018, 2:55 am
#5
Join Date: Apr 2016
Location: UK/FR
Programs: FlyingBlue Platinum, Hertz PC
Posts: 886
"I will never fly X airline again!"
*A few months later*
"Oh! A cheap fare on X! Let's take it!"
More seriously, depending what time you call the Platinum line, the quality of service dramatically changes. I found that the calls on the French number between midnight and 6 am in France tend to have lower skilled agents and be more "grumpy" like you described. It's unfortunate but it's not the standard level of service. Also, if you talked to them in the same tone than your message here, it's not a surprise they won't go lengths to help you.
*A few months later*
"Oh! A cheap fare on X! Let's take it!"
More seriously, depending what time you call the Platinum line, the quality of service dramatically changes. I found that the calls on the French number between midnight and 6 am in France tend to have lower skilled agents and be more "grumpy" like you described. It's unfortunate but it's not the standard level of service. Also, if you talked to them in the same tone than your message here, it's not a surprise they won't go lengths to help you.
Apr 24, 2018, 7:46 am
#7
Join Date: Jul 2015
Location: HAG
Programs: Der 5* FTL
Posts: 8,063
I find it curious that someone flies AF enough to qualify Plat in 9 years in a row, and then it comes to either:
- Never had to deal with IRROPS in those 9 years, and finally now the first IRROPS experience brought them to see the truth about AF and to never fly them again (despite apparently being very happy to for 9+ years)
or - Actually had to deal with IRROPS in those 9 years, and had a good service up until now, yet this single one bad experience brought them to see the truth about AF and to never fly them again (despite this apparently being a fluke, what based on the fact that nothing like this happened in the last 9+ years)
Apr 24, 2018, 8:18 am
#8
FlyerTalk Evangelist
Join Date: Jul 2006
Location: Hong Kong, France
Programs: FB , BA Gold
Posts: 15,557
It is no fun to plan such a family trip in business and got that experience. IMO some of the posters could be more tolerant and take into account your frustration.
Were you flying on strike days?
When your flight was cancelled in New York, did you call the US number?
Have you now safely returned?
Unfortunately, many longhaul flights were cancelled and it is not easy to rebook all pax when all other flights are full.
The behavior of the phone agent, as you describe it, is unacceptable, But it could be that you got a bit heated and rude with her, as it is hard to believe that "she never tried to find a solution". It could simply be that no solution to your liking was available and that unfortunately happens during such strikes on busy days. It is not her fault.
Amd once you started a discussion about strikes with the agent......
Were you flying on strike days?
When your flight was cancelled in New York, did you call the US number?
Have you now safely returned?
Unfortunately, many longhaul flights were cancelled and it is not easy to rebook all pax when all other flights are full.
The behavior of the phone agent, as you describe it, is unacceptable, But it could be that you got a bit heated and rude with her, as it is hard to believe that "she never tried to find a solution". It could simply be that no solution to your liking was available and that unfortunately happens during such strikes on busy days. It is not her fault.
Amd once you started a discussion about strikes with the agent......
Last edited by brunos; Apr 24, 2018 at 6:55 pm
Apr 24, 2018, 8:24 am
#9
FlyerTalk Evangelist
Join Date: Mar 2008
Location: Netherlands
Programs: KL Platinum; A3 Gold
Posts: 28,741
Apr 24, 2018, 8:25 am
#10
FlyerTalk Evangelist
Join Date: Mar 2008
Location: Netherlands
Programs: KL Platinum; A3 Gold
Posts: 28,741
I find it curious that someone flies AF enough to qualify Plat in 9 years in a row, and then it comes to either:
- Never had to deal with IRROPS in those 9 years, and finally now the first IRROPS experience brought them to see the truth about AF and to never fly them again (despite apparently being very happy to for 9+ years)
or - Actually had to deal with IRROPS in those 9 years, and had a good service up until now, yet this single one bad experience brought them to see the truth about AF and to never fly them again (despite this apparently being a fluke, what based on the fact that nothing like this happened in the last 9+ years)
I'm wondering if the OP tried to rebook themselves online, which seems to be the best way to deal with strike disruptions...
Apr 24, 2018, 11:56 am
#11
Join Date: Mar 2010
Location: France
Programs: FB Plat for Life, UAMP, BAEC, Accor ALL Platinum, Marriott silver, Hilton, Meliá silver.
Posts: 3,120
ONE rogue employee and you fly off?
Come on. Do you know one company in the world with 100% of their employees 100% perfect 100% of the time?
The Plat line employees are known for their professionalism.
With the experience you have, havent't you learned to hung up and call again in such cases?
AF Plat line is one of their best assets.
Aren't you sorry not to use their services in future if you make good of your vow "NOT TO FLY AF AGAIN" (sorry for the caps, but there are thousands if not millions of posts on the net which start with this macho line).
Apr 24, 2018, 1:56 pm
#12
Join Date: Sep 2014
Programs: Flying Blue Plat, Air Europa Silver, IHG Plat, Accor Plat
Posts: 1,011
I find it curious that someone flies AF enough to qualify Plat in 9 years in a row, and then it comes to either:
- Never had to deal with IRROPS in those 9 years, and finally now the first IRROPS experience brought them to see the truth about AF and to never fly them again (despite apparently being very happy to for 9+ years)
or - Actually had to deal with IRROPS in those 9 years, and had a good service up until now, yet this single one bad experience brought them to see the truth about AF and to never fly them again (despite this apparently being a fluke, what based on the fact that nothing like this happened in the last 9+ years)
It is no fun to plan such a family trip in business and got that experience. IMO some of the posters could be more tolerant and take into account your frustration.
Were you flying on strike days?
When your flight was cancelled in New York, did you call the US number?
Have you now safely returned?
Unfortunately, many longhaul flights were cancelled and it is not easy to rebook all pax when all other flights are full.
The behavior of the phone agent, as you describe it, is unacceptable, But it could be that you got a bit heated rude with her, as it is hard to believe that "she never tried to find a solution". It could simply be that no solution to your liking was available and that unfortunately happens during such strikes on busy days. It is not her fault.
Amd once you started a discussion about strikes with the agent......
Were you flying on strike days?
When your flight was cancelled in New York, did you call the US number?
Have you now safely returned?
Unfortunately, many longhaul flights were cancelled and it is not easy to rebook all pax when all other flights are full.
The behavior of the phone agent, as you describe it, is unacceptable, But it could be that you got a bit heated rude with her, as it is hard to believe that "she never tried to find a solution". It could simply be that no solution to your liking was available and that unfortunately happens during such strikes on busy days. It is not her fault.
Amd once you started a discussion about strikes with the agent......
The Plat Line agents have to deal with a lot of angst and ire; they are suffering the stresses of this strike more than any of us: they live it every day! No excuse for rudeness of course, but pax should also try and lower their expectations during these unusual times...
Apr 25, 2018, 12:30 am
#13
Original Poster
Join Date: Aug 2014
Posts: 19
I expect from a dedicated customer service line to be very professional in their job which was not the case. If people who are working here are not able to manage crisis they are not made for this position.
9+ year of FF was not a « long fleuve tranquille » and on my experience the phone line was before at a higher level. I strongly noticed those last months that it’s not anymore the case.
9+ year of FF was not a « long fleuve tranquille » and on my experience the phone line was before at a higher level. I strongly noticed those last months that it’s not anymore the case.
After others bad experiences encountered also with AF I will avoid them. Globally the quality decreases and they are not trustable. Regarding the good fares they are generally not on AF.
Last edited by Azureas; Apr 25, 2018 at 1:30 am
Apr 25, 2018, 4:41 am
#15
Join Date: Mar 2018
Posts: 193
You should really hang in there till you get platinum for life. It would be a shame to miss out as you're so close. Then you can go and fly other airlines and if you go back to AF you'll have status.
You should also complain about the service. You might get a few miles.
I can't believe they hung up however. I work with customer service agents and I know that they are trained never to hang up . They would be in real trouble if they did. They have to stay on the line even if a customer is angry. I've even witnessed someone being sweared at and he didn't hang up. I'd say you can only hang up if you are threatened which I'm sure you didn't do.
You should also complain about the service. You might get a few miles.
I can't believe they hung up however. I work with customer service agents and I know that they are trained never to hang up . They would be in real trouble if they did. They have to stay on the line even if a customer is angry. I've even witnessed someone being sweared at and he didn't hang up. I'd say you can only hang up if you are threatened which I'm sure you didn't do.