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2.33 

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Discourteous Services of Air France flight from Ba
Oct 20, 2010 06:13 PM 14794 Views

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*Ref: e-Ticket Receipt – 0571602894932


Air France confirmation No. ZFJ2NR


Flt from Barcelona- CDG Paris- Mumbai



*Date of Journey – 10/10/2010



*Sub: Discourteous Services of Air France flight from Barcelona – Paris - Mumbai



I was traveling by Air France flight as per the above given details and there were 3 other Indian passengers on the same flight, with the same connection from Barcelona to Mumbai.


We traveled from Barcelona to CDG Paris by flight AF 2149 dep from Barcelona at 0740 and arrival at 0935 CDG. As per the timings given by the Air France ground staff( so called Customer Service) the flight landed at 0926 hrs. The flight had landed at a remote parking bay and we were taken to the terminal 2 F by bus.


From terminal 2 F, we had to go to terminal 2 C for boarding our connecting flight AF 218. We had reported to the immigration(passport) and Security queue at 0946 hrs. The time was again confirmed by the ground staff as has been recorded in their computer system.


We repeatedly requested the security to take us ahead of the long queue as we may miss boarding but were asked to remain in the queue. The security told us since we have boarding pass the airline will take us. I understand that the Airlines have their own personnel at the security who take the passengers out of turn and ensure that they board the flight. Our names were also not announced by the Air France ground staff for the Final boarding call. There are some 6 -8 flights from terminal 2C during the period of 0940 to 1100 hrs. The queue was long and only 1 counter for ALL passports and 1 counter for EU special etc. was open. After clearing the immigration, we reached the boarding gate C 87 at 1048 hrs and the flight was there and a old lady passenger was even walking towards the Air craft for boarding.( Flight time is 1050 hrs)


We were pushed away from the gate 2C and were escorted to the customer service stating that we were late and will now be boarded in the next available flight. We were told to cooperate and our baggage will be removed from the flight etc. We even requested that it will take more time to identify and remove our bags and they should rather board us. All our requests were in vain. The customer service officer was very rude and arrogant to us for no fault of ours and were told that Barcelona flight landed on time and two passengers have checked in(must be surely holding a EU or Special passport where queue was not so long). As we were late, the Air France Airline is obliging us by putting us on the next available flight, since we were VOYAGER(Economy) ticket holders.


We even asked for a certificate that they are not boarding us in the flight for no fault of ours, but it was denied and were warned to keep quiet or they will not even oblige us by giving the next day’s flight. We asked him to put us on the Emirates flight where 6 tickets were available but he bluntly refused to do so. We requested him to allow us to meet the manager, but were told he was not available at the moment and we should wait for him. After doing a lot of Drama, he gave us our boarding passes for the flight on the Next day 11/10/2010. We then requested him for the food etc coupons, but were bluntly refused, again stating for VOYAGER passengers, he is obliging by giving next day’s tickets and to go and spend the day at the terminal 2C near the gates.


In the afternoon when the manager came in we requested him to help us by sending us by Emirates flight but he was even more arrogant and rude than earlier officer and refused. We asked him to at least accommodate us in the Air France lounge since we were holding a single entry Visa and could not go out. He bluntly refused for that too. We checked with the Emirates ground staff where tickets were available and she would arrange for payment, boarding pass and check in if Air France gave our luggage to them.


We again requested the Air France manager to get our bags and hand over the same to Emirates, but he refused to do so. He said we have to go and get our bags ourselves and his staff cannot do so. We told him that we are paying for the Emirates ticket and he should at least hand over our bags to them and help us since we cannot go out of this area(Visa Restrictions). He had some how made up his mind to harass us INDIANS. and was not ready to co-operate in anyway what so ever.


Why does Air France issue such connections tickets which a Voyager(economy) passenger from India cannot catch the connecting flight? Is it not the responsibility of the Airline to ensure that the passengers catch the connecting flight for which they have issued the ticket?


What are our rights as an economy passenger?


Does the Airline offer food, stay, etc. to such passenger?


What is the Airline supposed to do in such cases and what the passenger should do?



Why were we(Indians) ill-treated by the ground staff of Air France?



I have lodged a complaint with AirFrance on their web site the only reply I got till date is they are investigating and will reply shortly. I do not know when is shortly .



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