Old May 9, 2019, 4:08 pm
FlyerTalk Forums Expert How-Tos and Guides
Last edit by: sehgalanuj
FLYING BLUE ULTIMATE

Main facts
Ultimate is not a status in FB but a tag on Platinum / Platinum for life / Club 2000 Skipper existing status.
While regular FB status (Silver/Gold/Platinum) are based on experience points earning (XP), Ultimate status is obtained by Ultimate XP (UXP) earning. UXPs are earned exclusively on AF- and KL-coded (= marketed) flights, whatever the operating airline.
Some examples :
- CDG-JFK AF-marketing, AF-operating : eligible to UXP earning
- CDG-JFK DL-marketing, AF-operating : NON-eligible to UXP earning
- AMS-BOS KL-marketing, DL-operating : eligible to UXP earning
- BOS-IND KL-marketing, DL-operating : eligible to UXP earning
- SIN-SYD AF-marketing, QF-operating : eligible to UXP earning
- CDG-FCO AZ-marketing, AZ-operating : NON-eligible to UXP earning

XP earned via AFKL Amex cards are not eligible (those are XP and not UXP).

To qualify for Ultimate, it is needed to have 900 UXP over a year. It is similar to the normal XP counter, resetting as soon as the tier is reached. Ultimate is valid for 1 year once granted. Note 03/2023 : the qualification system just changed from 1800 UXP over 2 years to 900 UXP/1 year. Some transitional measures are in place for the current Ultimate members. See here for details about handling of transition period :
https://www.flyingblue.com/fr/landin...m_content=main

New 03/2023 : a rollover of surplus UXP (over 900) is now possible to the next year and only to the next year (example : year 1, the member earns 2000UXP. At the end of year 1, only 900 UXP will be rolled-over to year 2 and the remaining 1100 UXP earned in Y1 will be lost and not be transferred to year 3. If during year 2, the member earned 1000 new (fresh) UXP, 100 will be rolled-over to year 3.

Hard benefits
- All FB Platinum/Club 2000-Skipper benefits
- Access to a Travel Assistant service 24/7. They are reachable by phone or by email. In practice, from 8 pm to 8 am CET, calls are taken by the Platinum line.
- highest priority on waiting list and in case of irrops
- Possibility to register up to 8 persons who can benefit from Sky Priority services and lounge access when traveling with the Ultimate member and on same PNR(lounge access is only in AFKL lounges here). Note that we had several reports in 2022 showing that SP benefits are not granted in practice to travel companions.
- one companion Platinum card
- when the Ultimate member is flying P, 2 guests are allowed in CDG P lounge.
- Zone 1 boarding, irrespective of travel class.
- Access to Hertz Platinum status
- four one-class upgrade certificates per membership year, requiring 1 from W to J, or 2 from Y to J. Upgrades are confirmed instantly at the time of booking (via the Travel Assistant). One voucher = one way. Vouchers can also be used by one of the 8 registered friend/family members travelling by themselves. In case of a long-haul flight with a medium-haul connection/feeder (e.g. CDG-AMS-JFK), the medium-haul segment will be upgraded also with still only one voucher used. In case of 2 long-haul flights in connection (e,g. DXB-CDG-JFK), the use of 2 vouchers is required to upgrade the 2 segments. Upgrade vouchers are usable only on AF- or KL-marketing and operating flights and the PNR must contains only the AFKL flights to be upgraded (if the PNR contains other non-AFKL flights, you cannot upgrade even just the AFKL flights).
The upgrade coupons are valid as soon as you reach Ultimate and is valid for 12 months. The vouchers need to be used within the membership year, but can be applied for travel post expiry date.

Rules for eligible booking classes for the upgrade vouchers are described below :

AF flights, long-haul
Premium Eco to Business
Original booking class : A, S, W
Upgraded booking class : Z, I, D, C (it means that if the flight has only J fare available, one cannot upgrade)

Eco to Business (all flights, except to/from USA, Canada, Mexico)
Original booking class : Y, B, M, U, K, H, L, Q, T, N, R
Upgraded booking class : Z, I, D, C (it means that if the flight has only J fare available, one cannot upgrade)

Eco to Business (flights to/from USA, Canada, Mexico, including LAX-PPT)
Original booking class : Y, B, M, U, K, H, L, Q, T, N
Upgraded booking class : Z, C

KL flights, long-haul
Eco to Business (all flights, except to/from USA, Canada, Mexico and DEL)
Original booking class : Y, B, M, U, K, H, L, Q, T, N, R
Upgraded booking class : Z, I, D, C

Eco to Business (flights to/from USA, Canada, Mexico and DEL)
Original booking class : Y, B, M, U, K, H, L, Q, T, N
Upgraded booking class : Z, I.

Airline-specific soft (unpublished) benefits
- AF, KL and contract staff at airports have a popup message on their computer screen when checking-in an Ultimate pax or when scanning a BP at the lounge (AFKL lounges only) asking them to be attentive at any special request of the Ultimate pax. See also below for airport-specific soft benefits. There is no known official policy for operational upgrades of Ultimates, but Ultimate members have all reported on FT a higher rate of op-up (but those remain rare !).
- AF and KL cabin crews are instructed to provide extra care and attentions on-board. It can take different forms : special greetings, extra amenities (pillow, oshibori, etc), F&B from the upper class, upgrade on board (Y to J medium haul, W to J or Y to W long haul), earlier and quicker meal service. This is not systematic and is up to the appreciation of the crew. Based on the reports of Ultimate members of this forum, AF crews seems to be more compliant than KL crews with those directives, although there has been several reports in this thread of nice attentions provided by KL crews.- Unlimited downloads (any day) in AF PLAY apps.

Other Skyteam airlines do not provide any extra service or attentions to FB Ultimate passengers.

Airport-specific soft (unpublished) benefits
All benefits below should be understood for departure, unless otherwise noted. In addition to what is mentioned below, it has been reported several cases of expedited transfers organised by AFKL staff in case of short/endangered connection at various airports.

Please complete/edit this list as needed.

AFKL HUBS
Amsterdam
- AMS : some reserved tables in the Non-Schengen lounges. Otherwise no special treatment to report, apart pre-boarding sometimes granted Shame on KL !!!

Paris CDG
- CDG 2E:
  • Departure : Escort from check-in to immigration in the morning (super fast track). Reserved space at K/L/M lounges. Pre-boarding upon request at the gate before beginning of general boarding Escort confirmed to be provided as of October 2nd 2023
  • Arrival : access to dedicated lane at passport control, all the way to the left, follow the "ULTIMATE" sign. On occasions, ADP staff refuse entry despite show of ULTI boarding pass/status card. Lane confirmed functioning as of October 5th, 2023 (unmanned line)
- CDG 2F :
  • Departure : There is a special Ultimate check-in counter in the SkyP zone. Reserved room in the lounge. Pre-boarding upon request at the gate before beginning of general boarding. Escort is provided from the counter to security (skipping the line). Escort confirmed to be provided as of October 5th, 2023
  • Arrival : no special treatment to report
- CDG 2G :
  • Departure : Reserved space in the lounge
  • Arrival : no special treatment to report
- CDG 2C :
  • Arrival lounge : higher priority for a shower (Note : 2C arrival lounge definitely closed)
- CDG in connection : expedited transfer, possibly involving limo transfer, can be arranged upon request in case of short or endangered connection. Rarely provided spontaneously (need to call the TA, but acceptance is never guaranteed).

Paris ORY
  • Departure : Reserved space at Schengen and non-Schengen lounges. Pre-boarding upon request at the lounge.
  • Arrival : no special treatment to report

EUROPE
Austria
- VIE: no special treatment to report

Croatia
- DBV: no special treatment to report
- SPU: no special treatment to report (not even lounge access)

Czech Republic
- PRG: no special treatment to report. Pre-boarding refused.

Denmark
- CPH: no special treatment to report

France (non-hubs)
- AJA: no special treatment to report
- BES: no special treatment to report
- BIQ: no special treatment to report
- BOD: pre-boarding from lounge to plane inconsistently proposed
- CDG: see top of the list in "AFKL hubs" for most recent update
- LYS: Escort from lounge to plane when flying from B gates provided upon request . Preboarding with escort to the plane consistently provided.
- MPL: pre-boarding with escort from lounge to plane, sometimes proposed (AF agent comes to the contract lounge to meet the Ultimate guest)
- MRS: no special treatment to report
- NCE: Reserved area in Infinity lounge (inconsistently provided : seems to be provided only when lounge crowded). Pre-boarding with escort from lounge to plane, sometimes proposed.
- NTE: no special treatment to report
- ORY: see top of the list in "AFKL hubs" for most recent update
- PUF: bypass queue at security and pre-boarding provided upon request
- RNS: bypass queue at security and pre-boarding provided upon request
- TLS: Escort from check in to lounge inconsistently provided. Pre-boarding consistently provided
- UIP: no special treatment to report

Germany
- BER: no special treatment to report
- DUS: no special treatment to report
- FRA: no special treatment to report
- HAM: no special treatment to report
- HAJ: No special treatment to report.
- MUC: Reserved area in the lounge, escort from lounge to plane with pre-boarding proposed.
- STR: reserved area in the lounge, pre-boarding

Greece
- ATH: no special treatment to report
- HER: no special treatment to report
- JTR: no special treatment to report

Hungary
- BUD: escort through security from check-in to lounge proposed

Ireland
- DUB: no special treatment to report

Italy
- BLQ: escort from check-in to lounge, and through security to plane.
- BRI: no special treatment to report
- CTA: no special treatment to report
- FCO: no special treatment to report
- FLR: no special treatment to report
- LIN: no special treatment to report
- MXP: pre-boarding granted by request
- VCE: escort through security from check-in to lounge, pre-boarding with escort from lounge to plane (not always consistently proposed)
- NAP: no special treatment to report

Netherlands
- AMS: see top of the list in "AFKL hubs" for most recent update

Norway
- OSL: no special treatment to report
- TRF: no special treatment to report
- KRS: no special treatment to report
- SVG: no special treatment to report

Poland
- WAW: no special treatment to report
- KRK: no special treatment to report
- GDN: no special treatment to report

Portugal
- LIS: pre-boarding proposed upon request

Russia
- SVO: no special treatment to report
- LED: no special treatment to report

Spain
- AGP: no special treatment to report
- BCN: no special treatment to report
- MAD: no special treatment to report
- PMI: no special treatment to report
- SVQ: no special treatment to report
- TFS: no special treatment to report
- VLC: no special treatment to report

Sweden
- ARN: no special treatment to report
- GOT: no special treatment to report

Switzerland
- GVA: pre-boarding upon request. Reserved area in the lounge
- ZRH: no special treatment

United Kingdom
- ABZ: no special treatment to report
- EDI: no special treatment to report
- LHR: no special treatment to report

NORTH AMERICA
Canada
- YUL: Escort from check-in to lounge upon request. Reserved area in lounge, pre-boarding with escort from lounge to plane
- YYZ: escort on arrival through immigration, consistently offered. / Escort from check-in to lounge and from lounge to airplane
- YQB: escort from check-in to lounge proposed
- YVR: no special treatment to report

USA
- ATL: no special treatment to report (in connection)
- BOS: escort through security from check-in to lounge, pre-boarding, all consistently provided mostly spontaneously, sometimes upon request. A separate room in the AF lounge is also proposed.
- DTW: no special treatment to report (starting from DTW or in connection)
- IAD: escort through security from check-in to lounge upon request, but inconsistently provided. Reserved area at the lounge + extra attentions from staff (table reserved for night service, etc)
- IAH: no special treatment to report
- JFK (AF only/terminal 1) : reserved table in the dining area of the lounge (upstairs), possible to benefit from the "night service" on all flights and not only the 2 last ones ex-JFK (update 09/2023 : no more night service in JFK lounge). Some kind of priority at the La Prairie spa (after P pax). KL flight no special treatments to report and access to Delta Sky Lounge at T4. Update as of 17th December 2022: dinner service not always offered, subject to whether the staff knows about this or not.
- LAX: no special treatment to report
- ORD: On arrival, escort through immigration (not consistently provided). On departure, escort through security to lounge and from lounge to plane (pre-boarding)
- MSP: no special treatment to report, except one case of special DL Elite VIP treatment with expedited immigration and Porshe transfer to/from lounge (not a regular benefit to expect)
- SEA: pre-boarding with escort to plane
- SFO: reserved area in lounge

Mexico
- MEX (Terminal 1): escort through security to lounge with access to dedicated space. Ride from lounge to gate. Sometimes escort on arrival

CENTRAL & SOUTH AMERICA
- BOG: no special treatment to report
- LIM: escort to lounge, provided spontaneously
- GIG: Pre-boarding upon request.
- GRU: escort in case of short connection upon request, inconsistently provided
- SCL: no special treatment to report
- EZE: escort to lounge with special crew lane for immigration provided spontaneously

ASIA / PACIFIC
- BKK: escort through security from check-in to lounge, upon request but inconsistently proposed. In connection : escort in case of short connection (better to request it before departure).
- BLR: escort from lounge to gate, pre-boarding provided
- BOM : escort from plane to immigration, and from checkin to the lounge
- DEL: as of 01/2024 escort upon arrival; proactive pre-departure call to arrange terminal entry via VIP entrance and escort to gate for pre-boarding (if lounge used, offered to pick up for pre-boarding)
- HKG: no special treatment to report (escort through security from check-in to lounge is now systematically refused, while provided during the 2 first years of Ulti)
- HND: Arrival : new 09/2023 = escort through immigration. Departure : escort from check-in desk to lounge, proposed spontaneously
- KIX: Arrival : escort through immigration, wait at baggage claim. Departure : escort from check-in desk to lounge All proposed spontaneously
- SIN: no special treatment to report


CARIBBEAN & INDIAN OCEAN
- CUR: no special treatment to report, there is no (sky)priority lane for security or immigration, but escort/short track is available for 100 $.
- HAV: at departure, escort from check in counters until security checks. Pre-boarding offered. No escort at arrival. No reserved space in Lounge.
- FDF: No reserved space in Lounge. Pre-boarding upon request at the gate.
- MRU: escort on arrival through immigration. Unknown for departures (no data point)
- PTP: Reserved table in lounge. Pre-boarding upon request at the lounge with escort from lounge to plane.
- RUN: Pre-boarding proposed at check-in and in the lounge, with escort from lounge to plane. Reserved seats in lounge
- SXM: Escort for incoming transit pax (from/to AF flight) through passport controls and security, pre-boarding pro-actively offered for AF departure

MIDDLE EAST
- AUH : no special treatment to report
- BEY: no special treatment to report
- DXB: escort from check-in to lounge and from lounge to plane, all upon request, consistently provided. Access to the Ahlan lounge (normally reserved for P pax) instead of Skyteam lounge.
- JED: no special treatment to report
- RUH: no special treatment to report
- IST: no special treatment to report

AFRICA
- AGA: escort from check in to lounge and from lounge to aircraft, provided spontaneously
- CAI: no special treatment to report
- CMN: escort on arrival through immigration (not always consistently provided)
- CPT: escort from counter to lounge, provided spontaneously
- JNB: escort from counter to lounge (no fast track at immigration), provided spontaneously
- LOS: no special treatment to report
- RAK: escort on arrival, upon request (not provided on departure)
- RBA: on departure : escort to lounge and to plane, provided spontaneously.
- TUN: Escort on arrival though immigration provided. Escort from check-in to lounge provided
- ZNZ: no special treatment to report (not even lounge access)

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Flying Blue Platinum Ultimate Status

Old Oct 2, 2018, 9:16 am
  #1576  
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Indeed surprising that they still direct P pax to QF J lounge (no F lounge). After all QF flight departs (around 8pm), they only leave the buffet available and that is no better than the ST lounge. And the ST lounge has a dedicated VIP area.
One benefit is that it is not very far from the immigration area (if you go through the right entrance) and their escort service, while the ST lounge is really far away.
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Old Oct 2, 2018, 4:07 pm
  #1577  
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Originally Posted by Macaron54

My last experience at HKG yesterday evening has curbed my enthusiasm about this outstation, where I hitherto thought the Ultimate service was flawless. Same spiel as that described by Goldorak a few weeks ago. I expressed my surprise that the escort service traditionally offered at check-in time was no longer proposed, and, like a slap in my face, the agent snapped back that it was never offered except for P PAXs. Are you sure? I asked. Absolutely sure, she replied curtly. Really sure? I insisted to the extent that, visibly aggravated, she picked up her phone and called the supervisor on duty. After a solid five minutes of phone conversation, seeing zero progress, I decided to give up and go through security and immigration by myself. Having to beg for a service calls into question the whole purpose of the service. I had almost reached the doors to security when I heard fast footsteps behind me. There she was, apologetic, offering to escort me through security and immigration, and then to the Qantas lounge traditionally reserved to P PAXs (incidentally, it remains unclear to me why AF chose this lounge, which is only marginally better than the SkyTeam one). So what is the point of this story? That notwithstanding clear directives from the Ultimate program management, we are still at the mercy of flaky, unaccountable agents and subject to their willingness to properly implement these directives.
Macaron54
PS/ Very pleasant flight in J after this episode at HKG, with extra care from a considerate crew (welcome note, meal pre-order and P wine list).
Hey Macaron54
it seems we interacted with the same people... but the 1st agent I interacted with was a man at the P check-in counter. Then the manager was likely the same person. But she didn't proposed to bring me to the QF lounge. I agree with you about the QF lounge. I have been in flying P ex-HKG last year and I don't think there is anything to write home about. The food offering is better than in the ST lounge, it is also certainly more pleasant during daytime (it has natural light while the SkyT is underground), but for the atmosphere, furnitures and decoration, I much prefer the ST lounge. If I had to fly P again ex-HKG, I would ask to be bring to the ST lounge.
For the attitude of the HK team, we need to report it to the TA.
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Old Oct 2, 2018, 4:12 pm
  #1578  
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Originally Posted by brunos
One benefit is that it is not very far from the immigration area (if you go through the right entrance) and their escort service, while the ST lounge is really far away.
The ST lounge is not far from the right immigration/security check and it is also close to the QF lounge. IIRC, basically, the ST lounge is just 2 levels below the QF one.
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Old Oct 2, 2018, 9:41 pm
  #1579  
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Originally Posted by Goldorak
The ST lounge is not far from the right immigration/security check and it is also close to the QF lounge. IIRC, basically, the ST lounge is just 2 levels below the QF one.
Indeed. Very sorry, I was drunk last night
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Old Oct 3, 2018, 1:47 am
  #1580  
 
Join Date: Jan 2017
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Originally Posted by Goldorak
I agree with you about the QF lounge. I have been in flying P ex-HKG last year and I don't think there is anything to write home about. The food offering is better than in the ST lounge, it is also certainly more pleasant during daytime (it has natural light while the SkyT is underground), but for the atmosphere, furnitures and decoration, I much prefer the ST lounge. If I had to fly P again ex-HKG, I would ask to be bring to the ST lounge.
For the attitude of the HK team, we need to report it to the TA.
Personal view: QF always preferable (light, layout, airy space). Plus, as much as I remember the QF lounge has waiter service, or has that been stopped?

And - I'd gladly swap it for the AMS lounge :-)
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Old Oct 3, 2018, 2:15 am
  #1581  
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Originally Posted by travelbits
Personal view: QF always preferable (light, layout, airy space). Plus, as much as I remember the QF lounge has waiter service, or has that been stopped?
yes, it has waiter service.

Originally Posted by travelbits
And - I'd gladly swap it for the AMS lounge :-)
ha ha ha
I think everyone would
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Old Oct 3, 2018, 4:10 pm
  #1582  
 
Join Date: Feb 2017
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Originally Posted by Goldorak

yes, it has waiter service.


ha ha ha
I think everyone would
I had to flight AF last week in P from HKG. I usually flight CX, because I prefer their onboard service with a quite reactive staff and flight from Paris arrives in HK in the morning vs. Air France arriving ar. 5:30pm si that you lose the full day .
i confirm that QF lounge reserves for AF P Pax dedicated tables. A waiter brings you a glass of champagne (not available at QF bar on self service) and a selection of French newspaper and magazines.
Besides that no particular treatment.
Escort is provided but useless in HKG at 9pm. So I would never beg for such a service at AF counter especially as its not officially part of ULTI package .
Onboard good hard P product. Food OK but not exceptional. Service pretty slow despite a 50% load factor (2 PAX) . One flight attendant for the cabin who did not stretched herself to provide the best . Pretty long service and waiting time between the dishes.
All in all descent experience but not exceptional even as ULTI member having paid the full price. I will flight CX F next time on this route if feasible .

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Old Oct 3, 2018, 11:12 pm
  #1583  
 
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Originally Posted by Bullspread
Escort is provided but useless in HKG at 9pm. So I would never beg for such a service at AF counter especially as it’s not officially part of ULTI package.

This is an excellent point, Bullspread, and probably the origin of the disappointment of many Ultimates: What is officially part of the Ultimate package? If an escort service is offered proactively at outstation X, should we assume that it will be also offered at outstation Y? The word consistency has been used a gazillion times on this thread, and I am starting to think that for the sake of consistency a service should be offered spontaneously everywhere and every time, or never. Period. The hit-or-miss game has to stop. And as for HKG, I wholly agree with you: At 9pm, the escort service is by and large pretty useless, barring exceptional circumstances (on Monday night, the time gain was probably no more than five minutes... which I stupidly lost, arguing at the check-in counter over a benefit that I took for granted).
Originally Posted by Bullspread
Onboard good hard P product. Food OK but not exceptional.
I also noticed a dip in the quality of catering when departing from HKG. Nothing dramatic there, but definitely a downward inflection. Horrible, stale bread, so-so entree and insipid dessert in J. Something reminiscent of meals served on outbound flights from PEK.
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Old Oct 5, 2018, 1:58 am
  #1584  
 
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Catering not as good as expected

i do agree about the catering, from SIN in P on AF, i have noticed dishes are not as good as last year . Therefore i fly more and more with SIA, with selected dishes from Book The Cook. It is annoying as quality of food is supposed to be the best of AF.

Originally Posted by Macaron54
This is an excellent point, Bullspread, and probably the origin of the disappointment of many Ultimates: What is officially part of the Ultimate package? If an escort service is offered proactively at outstation X, should we assume that it will be also offered at outstation Y? The word consistency has been used a gazillion times on this thread, and I am starting to think that for the sake of consistency a service should be offered spontaneously everywhere and every time, or never. Period. The hit-or-miss game has to stop. And as for HKG, I wholly agree with you: At 9pm, the escort service is by and large pretty useless, barring exceptional circumstances (on Monday night, the time gain was probably no more than five minutes... which I stupidly lost, arguing at the check-in counter over a benefit that I took for granted).I also noticed a dip in the quality of catering when departing from HKG. Nothing dramatic there, but definitely a downward inflection. Horrible, stale bread, so-so entree and insipid dessert in J. Something reminiscent of meals served on outbound flights from PEK.
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Old Oct 5, 2018, 5:36 pm
  #1585  
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Angry

An upset post from AF lounge in JFK. The AF staff at check-in is still as bad as during my last visits last year (I was likely naive to think that they could have improved after the feedback I gave repeatedly to AF). Check-in agent refused to escort me to the lounge and told me to ask her supervisor who was at the entrance of the different check-in lanes. Asked the supervisor who also refused. She had the nerve to tell me “we are usually doing it, but not today” (come on you never did it !!) and she simply turned and left me without saying an extra word like “bon voyage” or similar. T1 was a complete zoo as usual. It took me 30+ min to go through security with the rudest TSA agents ever.
Nicer welcome at the lounge but nothing special. Upper floor (reserved to J) full without a seat left. Same downstairs. I asked if there was a reserved space for Ulti. Guess what was the response...but they proposed me to go to the “quiet area” behind the counter (see picture). I can’t say I like it because no window (while I like the atmosphere of the AF lounge) but for sure it is super quiet.
Very upset to not see things changing in the most important AF station outside France and the most premium one. [/RANT]









Last edited by Goldorak; Oct 6, 2018 at 10:44 am
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Old Oct 6, 2018, 9:59 am
  #1586  
 
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Originally Posted by Goldorak
An upset post from AF lounge in JFK. The AF staff at check-in is still as bad as during my last visits last year (I was likely naive to think that they could have improved after the feedback I gave repeatedly to AF). Check-in agent refused to escort me to the lounge and told me to ask her supervisor who was at the entrance of the different check-in lanes. Asked the supervisor who also refused. She had the nerve to tell me we are usually doing it, but not today (come on you never did it !!) and she simply turned and left me without saying an extra word like bon voyage or similar. T1 was a complete zoo as usual. It took me 40 min to go through security with the rudest TSA agents ever.
Nicer welcome at the lounge but nothing special. Upper floor (reserved to J) full without a seat left. Same downstairs. I asked if there was a reserved space for Ulti. Guess what was the response...but they proposed me to go to the quiet area behind the counter (see picture). I cant say I like it because no window (while I like the atmosphere of the AF lounge) but for sure it is super quiet.
Very upset to not see things changing in the most important AF station outside France and the most premium one.


I totally sympathize, Goldorak. Pretty lame, indeed. On the other hand, what can you reasonably expect from people who will systematically refuse to do what is not written verbatim in their job description? In their approach to "service", there is no pride in doing what they are expected to do. They count every gesture and every word they say, and will not lift a finger for you to make your travel experience more enjoyable. They do not work in the best interest of the airline and the well-being of its customers. Pretty sad, indeed. I hope Ben Smith will have the stamina to change this rancid mentality, which gangrenes the entire airline.

Macaron54
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Old Oct 6, 2018, 1:21 pm
  #1587  
 
Join Date: Feb 2017
Posts: 1,021
As long as AF/KL do not put in place guidelines for their ground staff towards ULTI PAX, we cannot blame airport staff ...
So if we -as ULTI members- have any complaints to raise , its towards the Head Quarters dpt in charge of this program.
Goldorak and canadavid like this.
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Old Oct 6, 2018, 3:06 pm
  #1588  
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Posts: 21,662
Originally Posted by Bullspread
As long as AF/KL do not put in place guidelines for their ground staff towards ULTI PAX, we cannot blame airport staff ...
So if we -as ULTI members- have any complaints to raise , its towards the Head Quarters dpt in charge of this program.
I already sent my complaint to the TA. The chief purser of my flight did send one also with her cabin pad. I have to say that the cabin crew of my flight was great. Wonderful welcome on board and plenty of extra attentions. Night and day with the ground experience.
Goldorak is offline  
Old Oct 6, 2018, 3:59 pm
  #1589  
 
Join Date: Apr 2014
Location: Champaign, IL
Programs: AF/KL FB Ultimate Platinum for Life/Club 2000, UA MileagePlus
Posts: 524
Originally Posted by Bullspread
As long as AF/KL do not put in place guidelines for their ground staff towards ULTI PAX, we cannot blame airport staff ...
So if we -as ULTI members- have any complaints to raise , its towards the Head Quarters dpt in charge of this program.

These guidelines, or directives, do exist. If they did not, how would certain outstations consistently offer an outstanding service to Ultimates? What we are facing here is blatant unwillingness to follow these guidelines by a handful of renegade employees. The same renegade employees who will systematically refuse to greet top-tier frequent fliers on board, let alone go the extra mile for them (how could one not notice the discrepant attitude from purser to purser?). Lack of accountability is an endemic disease at AFKL and I doubt the Ultimate program manager has sufficient power to rein in improper conduct from a few outcasts, who should be rightfully sanctioned.
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Macaron54 is offline  
Old Oct 6, 2018, 7:31 pm
  #1590  
 
Join Date: May 2018
Location: Paris and around the WW
Programs: AF/KLM Club2000 Ultimate / M&M HON Circle / ALL Diamond / Hertz President Circle
Posts: 1,002
I was flying from LHR to GRU in P today and I must say that I was surprised by service and welcome attitude from both ground and air staff ! I flew a few times in P before but this one was really excellent and better than before in terms of "small things" that make your trip better.

I had a long talk with the chief cabin officer about Ultimate and he was telling me that they did not receive a lot of info about the program... the attendant in P did not even know about the benefits of it !

He was also explaining me that to him, there is no specific listed benefits and for ex, he never heard about the escort service (even in CDG) so it's up to the AF top management to get things implemented everywhere with clear guidelines which I Guess has not been done yet. He's also expecting a clear message from their new CEO towards top clients with extra privileges as to him, AF is still behind BA (he used to work for them in the past ).

Apparently they're still suffering from a lack of staff to provide better ground assistance (even for P passengers) so let's all hope that this will improve in the future.

Last but not least, the worst part for him is that a lot of his colleagues are reluctant to change and as they're not happy with their top management decisions, they're not willing to go the extra mile for passengers, even the top clients
matmatlr is offline  

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