12 hour delay & unfriendly AF staff in PVG
Dec 3, 2007, 10:31 pm
#1
Original Poster
Join Date: Aug 2005
Programs: FB Platinum LT, HK Airlines whatever, Skywards Ex-Gold :-)
Posts: 122
12 hour delay & unfriendly AF staff in PVG
Hi all, I want share a new experience with AF.
Actually not from my self (but me girl friend was affected).
My girl, (FB Gold) was booked originally on AF flight 111 23.45 at the 26th of October from PVG to CDG, but three weeks prior departure AF canceled her flight and rebooked her to AF 117 on the same day, but 12.00 noon time. We asked if they can change this to another night flight in this week, the answer "not possible, because this booking class is full", anyway, we changed our plans and I brought her to the AP. We already made some set assignments, 1st row aisle seat in Tempo, but the boarding pass shows a middle seat in row 26.
After a long discussion she get an aisle seat in row 23, because the requested seat was already gone...! It was a 777-300, the first row is a 2-3-2 seat configuration. So we asked the check in staff, if they can block the middle seat in her row, in case the flight gets not full. She says, “I’m not able to do that", so we asked her to bring somebody who is able to do that. Then she directed us to her supervisor, an arrogant looking girl. We explained the situation with the seats, and also that she was originally booked at the flight 12 hors later, the only thing my want a comfortable seating on a 12 hors day time flight. The AF person looks not very interested and she sad "yes, we will do that", but she never asked for the name or seat number of my girl, so it ended as we thought: The half plane was empty, but only in the row of my girl was placed three persons. Thank you AF, you really take care of your Frequent Flyer. On the way to the runway the plane stopped, and shut down the engines, after 20 minutes they announced, they have an engine problem and try to fix it. After another 45 minutes they started with the aperitif. In total after 2 hours the busses came and the AC was offloaded, after that another drama begun. After the passengers arrived in the AP-Building, they were escorted to the luggage claim an then they received a paper with: "Your flight was cancelled, please be back at the airport tomorrow at 18.30. If you have any questions, please ask the hotel staff" No more explanation, nothing!!! Even there was no information if they get a hotel room, food etc.! Finally my girl recognized that another AF staff picked up the FC & BC passengers, so she followed them. She was waiting around 4 hours in a queue of 50 Pax in front of the AF Ticket Counter at PVG, in the meantime she informed me, I tried to call AF Office in China, they told me that they see the booking and after I discussed with them, they tried to change this booking to LH to Munic at 0.15, but finally the agent told me, that only the AP is allow the change this booking, but he will make a remark. So I decided to go to the AF office in Shanghai by my self, the friendly lady in the office changed the booking without any comment in two minutes, printed me the confirmation and told me, that my girl only have to change the ticket at the AF counter in PVG.
Finally I called her and she changed the ticket, she had again a small discussion, because due to her Gold Status she gets 30kg Luggage Allowance, but on the new ticket first they stated 20 KG, finally they changed that as well. So she had 4 hours to go to a hotel, provided now by AF, get a shower and a worse dinner and go back with LH. Don't want forget to say, that the check in with Lufthansa was totally different (I mean friendly!!), after she explained them her story, they gave her an invitation for the lounge and before she boarded they change her seat and upgraded her to Business Class.
Finally she arrived 12 hours later, so do you have any idea about compensation for the delay? But honestly, the arrogant AF supervisor sucks us most on this story. The delay about a technical issue is another thing, better be late instead of death. But why can they not treat her customers in acceptable friendly way?
Don't understand mw wrong, I also had some positive experience with AF, but honestly, they getting more worse in the last years, it was just a small thing, why did they even not try to satsify her, for us it looks like the put specially two other persons in her row to make her feeling as uncomfortable as possible...!
Actually not from my self (but me girl friend was affected).
My girl, (FB Gold) was booked originally on AF flight 111 23.45 at the 26th of October from PVG to CDG, but three weeks prior departure AF canceled her flight and rebooked her to AF 117 on the same day, but 12.00 noon time. We asked if they can change this to another night flight in this week, the answer "not possible, because this booking class is full", anyway, we changed our plans and I brought her to the AP. We already made some set assignments, 1st row aisle seat in Tempo, but the boarding pass shows a middle seat in row 26.
After a long discussion she get an aisle seat in row 23, because the requested seat was already gone...! It was a 777-300, the first row is a 2-3-2 seat configuration. So we asked the check in staff, if they can block the middle seat in her row, in case the flight gets not full. She says, “I’m not able to do that", so we asked her to bring somebody who is able to do that. Then she directed us to her supervisor, an arrogant looking girl. We explained the situation with the seats, and also that she was originally booked at the flight 12 hors later, the only thing my want a comfortable seating on a 12 hors day time flight. The AF person looks not very interested and she sad "yes, we will do that", but she never asked for the name or seat number of my girl, so it ended as we thought: The half plane was empty, but only in the row of my girl was placed three persons. Thank you AF, you really take care of your Frequent Flyer. On the way to the runway the plane stopped, and shut down the engines, after 20 minutes they announced, they have an engine problem and try to fix it. After another 45 minutes they started with the aperitif. In total after 2 hours the busses came and the AC was offloaded, after that another drama begun. After the passengers arrived in the AP-Building, they were escorted to the luggage claim an then they received a paper with: "Your flight was cancelled, please be back at the airport tomorrow at 18.30. If you have any questions, please ask the hotel staff" No more explanation, nothing!!! Even there was no information if they get a hotel room, food etc.! Finally my girl recognized that another AF staff picked up the FC & BC passengers, so she followed them. She was waiting around 4 hours in a queue of 50 Pax in front of the AF Ticket Counter at PVG, in the meantime she informed me, I tried to call AF Office in China, they told me that they see the booking and after I discussed with them, they tried to change this booking to LH to Munic at 0.15, but finally the agent told me, that only the AP is allow the change this booking, but he will make a remark. So I decided to go to the AF office in Shanghai by my self, the friendly lady in the office changed the booking without any comment in two minutes, printed me the confirmation and told me, that my girl only have to change the ticket at the AF counter in PVG.
Finally I called her and she changed the ticket, she had again a small discussion, because due to her Gold Status she gets 30kg Luggage Allowance, but on the new ticket first they stated 20 KG, finally they changed that as well. So she had 4 hours to go to a hotel, provided now by AF, get a shower and a worse dinner and go back with LH. Don't want forget to say, that the check in with Lufthansa was totally different (I mean friendly!!), after she explained them her story, they gave her an invitation for the lounge and before she boarded they change her seat and upgraded her to Business Class.
Finally she arrived 12 hours later, so do you have any idea about compensation for the delay? But honestly, the arrogant AF supervisor sucks us most on this story. The delay about a technical issue is another thing, better be late instead of death. But why can they not treat her customers in acceptable friendly way?
Don't understand mw wrong, I also had some positive experience with AF, but honestly, they getting more worse in the last years, it was just a small thing, why did they even not try to satsify her, for us it looks like the put specially two other persons in her row to make her feeling as uncomfortable as possible...!
Last edited by AF 001; Dec 4, 2007 at 8:32 am Reason: ...
Dec 4, 2007, 3:18 am
#2
Join Date: Jul 2005
Location: MAA
Programs: BA bronze, Marriott silver
Posts: 2,804
Sounds like typical chinese airline confusion and bad service. If AF's ground handling is done by a chinese carrier, or they hired staff from local carriers .. what else do you expect?
If you fly to or out of China, just pray NOTHING goes wrong.
If you fly to or out of China, just pray NOTHING goes wrong.