AF compensation for Platinum / Biz class delayed luggage

Old Jun 28, 19, 1:29 am
  #1  
Original Poster
 
Join Date: Jun 2019
Programs: Flying Blue, Aeroplan
Posts: 10
AF compensation for Platinum / Biz class delayed luggage

I’m a regular Platinum member, flying Business class on Sky Team (mainly AF and KLM). I thought I would share a recent situation I faced with AF and see if anyone had a similar experience.

On a Sunday evening this month, I flew NTE-CDG-NBO on AF (biz). My two flights were delayed, but I managed to make the connection after running between CDG terminals. Despite 1h10 on the ground (and the agent in NTE saying my baggage would be rushed because they were tagged Priority, yeah right…), my 3 luggage didn’t make it. In NBO, I was told my luggage would arrive on the next AF flight, i.e. on Wednesday early morning (no AF daily flight to NBO). The fact there were 2 KQ flights before (Monday and Tuesday) was apparently not an option, despite KQ being part of Sky Team and code-sharing flight with AF. I asked to have my luggage sent to MGQ on the Wednesday flight, as I was there until Thursday morning. I was not offered any arrival kit or any kind of compensation in NBO, and I made my way to my next flight to Somalia.
On Wednesday morning, after I confirmed my bags were loaded in CDG, I called different KQ numbers before I could reach someone. The agent said she will send an email to ensure my bags will be put onboard. After the NBO-MGQ flight took off, I called the KQ manager in MGQ: the first time he said he will check his system and 1h30 later as I had not heard back from him, he very seriously asked me to be “patient”. Three hours after the flight landed in MGQ, and despite 6 hours on the ground in NBO, I was informed my bags didn’t make the flight. I asked KQ to deliver my bags at a ground handling company in NBO (same airport) so I could get them easier: they instead asked the company to come and pick them up. Talk to me about “service”… The bags only arrived in MGQ on Thursday afternoon, after I had left. I finally got them in my duty station on Sunday, thus a week after I had left France.

I obviously got in touch with AF Customer service. I was very “generously” given 6,000 miles. I was chocked: I received 10,000 miles when I complained about their old biz class seats on a CDG-YUL flight and 5,000 miles after raising a complain about showers in a lounge, but for 3 bags delayed by one week, here are 6,000 miles! I called FB to complain: the following day, the same "generous" agent gave me an 80-euros voucher and requested me to send purchase receipts for what I bought while I was without luggage. I guess that agent, first, doesn’t really care who she’s dealing with (high flyers + business class passengers = the more rewarding customers for airlines), and her geo-political knowledge is pretty limited: as a foreigner, you can’t go for shopping in Somalia, unless you have a military escort which is hardly justifiable. This is exactly why we carry everything in our suitcases… Thus, I of course can’t provide any receipt and instead had to "recycle" what I was wearing. I called FB again and asked for a Customer Service Supervisor to call me back: 2 days later, I still wait for hearing back from them.

Has anyone faced a situation like this with AF? What kind of compensation were you given?
Having experienced the same with KQ (Gold member, business class) I received 150 $ (bank transfer), and Ethiopian (no status, business class), 100 $ cash upon landing. In both cases, no receipts requested.
Thanks for your feedback.
Atsanik31 is offline  
Old Jul 1, 19, 12:14 am
  #2  
 
Join Date: May 2018
Posts: 306
I do agree that 6.000 miles or 80 euro voucher is not in balance with the discomfort and if I’d be you I would call the platinum service line about this and see if you can have a decent dialogue with a good agent.

That being said, I do not think it’s AF problem that you can not buy anything without military support. And if you know that, then always pack your necessities in hand luggage when having a very short connection (1 hour and 10 min isn’t a lot on CDG and especially not for an international flight).
BobTL is offline  
Old Jul 1, 19, 1:13 am
  #3  
Original Poster
 
Join Date: Jun 2019
Programs: Flying Blue, Aeroplan
Posts: 10
Deleted

Last edited by Atsanik31; Jul 4, 19 at 1:56 am Reason: Doubled
Atsanik31 is offline  
Old Jul 1, 19, 1:27 am
  #4  
Original Poster
 
Join Date: Jun 2019
Programs: Flying Blue, Aeroplan
Posts: 10
I've called the AF Platinum line 3 times last week. And once the week before. The AF Customer service is supposed to call me today...
Both flights were delayed, but the original connection time was still 1h10 minutes, on a single (not separate) ticket sold by AF itself, on its own website: so one can expect it's feasible if they sell it like as such.
I agree it's not AF problem if I work in a country with strong security constraints and measures, but they can understand their rules can't always apply in all kind of situations. I always pack a minimum in my carry on, but I can't unfortunately pack for a full week... In the end, it's their full responsibility to send luggage on the next available flight: shouldn't have they failed here, I wouldn't have faced the same inconvenience.
Atsanik31 is offline  
Old Jul 1, 19, 2:44 am
  #5  
 
Join Date: Mar 2016
Location: CPT,AMS
Posts: 3,511
Originally Posted by Atsanik31 View Post
and her geo-political knowledge is pretty limited: as a foreigner, you can’t go for shopping in Somalia, unless you have a military escort which is hardly justifiable. This is exactly why we carry everything in our suitcases… Thus, I of course can’t provide any receipt and instead had to "recycle" what I was wearing.
While I agree that you had an horrible experience, it is unrealistic to expect an AF employee to know that...
Should you have been able to buy and provide receipts I have no doubt that they would have refunded everything.

I don't think that comparing AF to African airlines is correct, very different markets, that being said what would you have considered to be "adequate compensation" ?
Ditto is offline  
Old Jul 1, 19, 3:02 am
  #6  
Original Poster
 
Join Date: Jun 2019
Programs: Flying Blue, Aeroplan
Posts: 10
Originally Posted by Ditto View Post
I don't think that comparing AF to African airlines is correct, very different markets, that being said what would you have considered to be "adequate compensation" ?
I fully agree with your statement. I mentioned those two examples just to give an idea of what some African Airlines do for their business class passengers who don't necessarily have a status with them, and thus compare to what AF does for its regular business class, frequent flyers. It shows the gap that needs to be filled...
I also do understand (and don't expect) AF may not know my situation: this is why I explained everything in my letter. And this is why I understand even less their compensation offer...
Atsanik31 is offline  
Old Jul 1, 19, 3:15 am
  #7  
 
Join Date: Nov 2018
Programs: FB Platinum, Hilton Diamond, Hotels.com Silver,
Posts: 47
To the OP:
Originally Posted by Ditto View Post
what would you have considered to be "adequate compensation" ?
DukeOfSilesia is offline  
Old Jul 1, 19, 4:16 am
  #8  
Original Poster
 
Join Date: Jun 2019
Programs: Flying Blue, Aeroplan
Posts: 10
Originally Posted by DukeOfSilesia View Post
To the OP:
The compensation should be proportional to the inconvenience faced: you don't get the same compensation if your bags are delayed by few hours or if they're lost. This is why I wanted to see if anybody had a similar experience and what compensation was given.
Atsanik31 is offline  
Old Jul 1, 19, 4:39 am
  #9  
 
Join Date: Mar 2008
Location: Zanzibar
Programs: Flying Blue
Posts: 1,166
Just complaining to get miles sounds very cheap.

Perhaps demanding compensation for cost you in the end did not make is a bit over the top.

Perhaps it is your attitude.

Perhaps they keep records of previous contacts with you which gives them an idea what to expect.

People lie on airports and planes just to get things going. If you are an Avid traveller you should know that.

If you travel to place like that you should be prepared. Delays and baggage issues are part of travelling. In Africa everything is in the end done African way. Tomorrow rather then today.

You travelled to Somalia, you could have made a mental note on.. it might not all go right.. be prepared.

So perhaps next time be prepared. The frustration in the end is not worth it, especially if you could and would have been prepared.
Meneer Guggenheimer is offline  
Old Jul 1, 19, 5:47 am
  #10  
 
Join Date: Nov 2014
Location: FR
Programs: FB Plat
Posts: 155
I do not clearly understand your itinerary. How long have you been in NBO? Were you traveling on different tickets for the NTE-CDG-NBO and NBO-MGQ?

If yes, I do not find the 6,000 miles + 80€ + reimbursments unreasonable, although it could have been offered to you more proactively, considering most of the inconvenience you describe seemed to be caused by the fact you continued your trip towards MGQ. Of course there is a contrast with the 10,000 miles offered for complaining against an old J cabin, but maybe it was this time they were slightly too generous...

If no, isn't there an IATA rule saying the last operating carrier should be responsible towards the customer? If yes, AF may have done more than it had to for you.
Porcepic is offline  
Old Jul 1, 19, 5:54 am
  #11  
 
Join Date: Mar 2016
Location: CPT,AMS
Posts: 3,511
Originally Posted by Atsanik31 View Post
The compensation should be proportional to the inconvenience faced: you don't get the same compensation if your bags are delayed by few hours or if they're lost. This is why I wanted to see if anybody had a similar experience and what compensation was given.
Inconvenience is subjective, if my bags are delayed (assuming not on the way home) I have to spend time to buy clothing, toiletries etc., it doesn't matter if the delay at the end is couple of hours or couple of days, if it becomes too long I would probably just use a laundry service and ask the airline for a refund.
Ditto is offline  
Old Jul 1, 19, 11:28 am
  #12  
 
Join Date: Nov 2018
Programs: FB Platinum, Hilton Diamond, Hotels.com Silver,
Posts: 47
Originally Posted by Atsanik31 View Post
The compensation should be proportional to the inconvenience faced: you don't get the same compensation if your bags are delayed by few hours or if they're lost. This is why I wanted to see if anybody had a similar experience and what compensation was given.
But that is why I am asking what compensation would satisfy you.. I have had my share of complaints in the past, and also understand the work the customer service has to do each day. Just feel it is not more "what more can I get", but "what would satisfy me" .. and I believe you should be able to answer it yourself.
DukeOfSilesia is offline  
Old Jul 1, 19, 1:18 pm
  #13  
FlyerTalk Evangelist
Accor 25+ Badge
 
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, UA Mileage plus, Le Club Accorhotels platinum
Posts: 13,972
To OP : I have full sympathy for your case and it reminds me the problems I faced last summer during the AF operational chaos, but I was in the US, so compared to you, it was easy to make shopping without an armed escort . You can look at this thread and my post from #14 to have more details.
What is wrong with AF ops these days? Breakdown on all fronts...

Last year, for a Club2000 Ultimate/Plat for life on a revenue J ticket and one week without luggage they proposed me 10K miles. I know some "regular Plat" who have obtained 20K for a broken IFE during a long-haul flight before the FB changes. Clearly, since FB changes in April 2018, the compensations in miles have become totally ridiculous. Because they consider wrongly the spending needed to obtain the compensation instead of looking at the value those miles have when you want to use them. And when you look at the latter, it's a misery and so I had to tell them politely that they were insulting me proposing me the equivalent of a EUR 30-40 compensation.
You said you were flying J and you are Plat, so 6K is insulting IMO.
Goldorak is online now  
Old Jul 1, 19, 1:18 pm
  #14  
 
Join Date: Sep 2014
Programs: Flying Blue Gold, Iberia Silver
Posts: 606
Originally Posted by Atsanik31 View Post
I’m a regular Platinum member, flying Business class on Sky Team (mainly AF and KLM). I thought I would share a recent situation I faced with AF and see if anyone had a similar experience.

On a Sunday evening this month, I flew NTE-CDG-NBO on AF (biz). My two flights were delayed, but I managed to make the connection after running between CDG terminals. Despite 1h10 on the ground (and the agent in NTE saying my baggage would be rushed because they were tagged Priority, yeah right…), my 3 luggage didn’t make it. In NBO, I was told my luggage would arrive on the next AF flight, i.e. on Wednesday early morning (no AF daily flight to NBO). The fact there were 2 KQ flights before (Monday and Tuesday) was apparently not an option, despite KQ being part of Sky Team and code-sharing flight with AF. I asked to have my luggage sent to MGQ on the Wednesday flight, as I was there until Thursday morning. I was not offered any arrival kit or any kind of compensation in NBO, and I made my way to my next flight to Somalia.
On Wednesday morning, after I confirmed my bags were loaded in CDG, I called different KQ numbers before I could reach someone. The agent said she will send an email to ensure my bags will be put onboard. After the NBO-MGQ flight took off, I called the KQ manager in MGQ: the first time he said he will check his system and 1h30 later as I had not heard back from him, he very seriously asked me to be “patient”. Three hours after the flight landed in MGQ, and despite 6 hours on the ground in NBO, I was informed my bags didn’t make the flight. I asked KQ to deliver my bags at a ground handling company in NBO (same airport) so I could get them easier: they instead asked the company to come and pick them up. Talk to me about “service”… The bags only arrived in MGQ on Thursday afternoon, after I had left. I finally got them in my duty station on Sunday, thus a week after I had left France.

I obviously got in touch with AF Customer service. I was very “generously” given 6,000 miles. I was chocked: I received 10,000 miles when I complained about their old biz class seats on a CDG-YUL flight and 5,000 miles after raising a complain about showers in a lounge, but for 3 bags delayed by one week, here are 6,000 miles! I called FB to complain: the following day, the same "generous" agent gave me an 80-euros voucher and requested me to send purchase receipts for what I bought while I was without luggage. I guess that agent, first, doesn’t really care who she’s dealing with (high flyers + business class passengers = the more rewarding customers for airlines), and her geo-political knowledge is pretty limited: as a foreigner, you can’t go for shopping in Somalia, unless you have a military escort which is hardly justifiable. This is exactly why we carry everything in our suitcases… Thus, I of course can’t provide any receipt and instead had to "recycle" what I was wearing. I called FB again and asked for a Customer Service Supervisor to call me back: 2 days later, I still wait for hearing back from them.

Has anyone faced a situation like this with AF? What kind of compensation were you given?
Having experienced the same with KQ (Gold member, business class) I received 150 $ (bank transfer), and Ethiopian (no status, business class), 100 $ cash upon landing. In both cases, no receipts requested.
Thanks for your feedback.
I think you answered your own question here. You would have probably been happy with an envelope with cash (100-150usd) as a gesture to cover your first necessities in the African context. Personally I would find that to be reasonable.
HalconBCN is offline  
Old Jul 1, 19, 1:30 pm
  #15  
 
Join Date: May 2018
Posts: 306
Originally Posted by Goldorak View Post
To OP : I have full sympathy for your case and it reminds me the problems I faced last summer during the AF operational chaos, but I was in the US, so compared to you, it was easy to make shopping without an armed escort . You can look at this thread and my post from #14 to have more details.
What is wrong with AF ops these days? Breakdown on all fronts...

Last year, for a Club2000 Ultimate/Plat for life on a revenue J ticket and one week without luggage they proposed me 10K miles. I know some "regular Plat" who have obtained 20K for a broken IFE during a long-haul flight before the FB changes. Clearly, since FB changes in April 2018, the compensations in miles have become totally ridiculous. Because they consider wrongly the spending needed to obtain the compensation instead of looking at the value those miles have when you want to use them. And when you look at the latter, it's a misery and so I had to tell them politely that they were insulting me proposing me the equivalent of a EUR 30-40 compensation.
You said you were flying J and you are Plat, so 6K is insulting IMO.
I agree.
To put things in perspective, I had an incident in 2017 where there was an administrational error on my ticket. I complained about it and the issue wasn’t resolved until 5 times asking for it and I kind of got annoyed.
The head of customer service said that my next trip would be upgraded for free to J. And I hadn’t planned a trip so I could design my own Y trip and got it upgraded for free to J. Needless to say I went on a long haul trip.
I know this was before the April 2018 changes but still, the balance is totally gone in terms of compensation these days.
BobTL is offline  

Thread Tools
Search this Thread