Air France Reviews 

suitcase got lost and the customer service was terrible. On phone they seemed like they didn’t care at all.

They lost our luggage on the way. When it was located and flown to our final destination, they didn’t deliver it to our hotel (they are obliged to do so by law), and the communication was useless and almost non-existing. I could just see it on my AirTag. We had to pick it up in lost&found on the way home. A whole holiday without luggage. Never fly Airfrance!

Extremely disappointed with Air France Premium Economy (HKG-CDG). For a 13-hour flight, the "Premium" label is a total marketing scam.
Cramped Cabin: Unlike partners like KLM (2-3-2), AF uses a 2-4-2 layout on this route. The seats are significantly narrower and less comfortable than expected for this class. It felt like a standard economy with a bit more legroom.
Catering Failure: I ordered a Lacto-Ovo Vegetarian meal. For dinner, I received a few vegetables without any starch/side dish. For breakfast, I was served TWO rice crackers and a few pieces of melon while the rest of the cabin enjoyed hot meals and fresh pastries.
Unprofessional Staff: When I asked for an alternative to my "two-cracker breakfast," the steward was dismissive and called me "rude" for expressing my frustration. Being gaslighted by the crew after 13 hours of hunger is unacceptable.
Air France has serious issues with its corporate culture and catering standards. Do not waste your money—choose another airline for long-haul flights.

The Air France plane crew were great on all the flights. However:for 2 consecutive years my suitcase was not transferred in Paris to the the connecting flight to Costa Rica. Last year I gave up trying to get my small amount of refund for necessary purchases, this year I won't on principal, particularly after reading others experiences. Promises of sending links to claim were broken,I cant complete my claim because the PIN numbers they say they are sending are not sent, unable to load files where it says 'browse', link wont accept the case number which they have changed, no-one answering phone, and message saying can closed. Its not. To start with after 14 hours travelling the young man chatting to other people whilst dealing with us at St Jose Air France desk and not listening, took the wrong email address despite writing it clearly, Air France in Costa Rica unhelpful on phone; Now the case is closed so I can't send bank details or even track it. I was promised I could deal with this when I arrived back (outside the time limit they impose) and have kept the paper trail, I have written to the Head Office and made my complaint official, next step is escalation UKADR. C-11090443. If anyone in Air France cares enough to respond. No way again.

My daughter became ill on the day of departure and had a fever, so I had no choice but to cancel our trip.
In a black humor sence, the death is considered as a good reason for refund, but illness und unability to fly - not. Even paid seat reservations (BTW, 100 Euros for 4 flights) are not to be refunded. The result - 180 Euros paid back out of spent 1000. Of course, there is no chance to change the flight date even with some extra fees. No simple try to understand the situation ever.

Just flown from Singapore to Paris Premium cabin. Where to start boarding was quick and easy but the good ends there. Worst seats EVER. So uncomfortable for a 13 hour flight. Sooo glad to get off. Food served was awful on both courses and wow to get a drink seemed like you had to beg. Staff on board ok but this will be first and last time using Air France. Omg forgot have to go Heathrow, wish me luck

It’s unbelievable! Worst „premium“ Airline I went with: Today in Paris my hand luggage was weighted (yes, like Ryanair does on their worst days) and because it was 3kg over the max 12kg in total for the suitcase and bag I had to Check it in for 70 (!) Euros. I would not even be so angry if there was a clear Communication or heads up around this before so i can leave out stuff. I will tell everyone in my company about this (we have offices in Paris and my city and go back and forth often)!!

Baggage lost in Paris, customer service actually doesn't exist. Held in excess of seven hours, and was still unable to speak to any customer services.

Was never resolved, bags just turned up randomly days later with zero information.

I wouldn't advise anyone to fly with Air France!!
It took over an hour to check suitcases in at the airport although we had checked in on line.
They lost our suitcase on the outward journey, staff at the airport were nice, was informed later that day they had found our suitcase and would return it to us, we received it 10 weeks later!!!
You are given a phone number at the airport and told how to get info from online, which never happened and the phone was never answered once.
Really frustrating, annoying and very inconvenient.
We had to make claim on insurance company which is a hassle you don't want due to us having to purchase toiletries and clothes while on holiday.

I booked a flight with Airfrance US. Money was not withdrawn from my account for more than 48hrs and had to call to confirm if everything was alright. The agent said, my card payment was not processed so my ticket was void. They tried to give me option to rebook and it was expensive and had to leave it. Long story short, my card was charged another 2 days later. When I called their contact, they said they can't recognize the number I called initially and that the ticket was valid in the first place. I explained the circumstance unde which this cancellation happened and the agent promised to forward the case for further investigation. It has been 3 months and there is no progress. They keep on giving excuses. I wish I can give them half a star.

I’m on one of their new planes as we speak. It’s trash. Don’t bother. Contests cut at every step. All for the bottom line.

First off. Paid for extra leg room but that seat did not exist as was shown while chosing seats. The useless puffy haired kid at the desk was snobby and zero help. Said “file a complaint” and was done. F him.

I am only 6 foot 2 and my knees were against the seat in front of me. As soon as he reclined I had to stand. I had no room. My feet were backward as I needed to stow my back pack under the seat due to over crowding.

West jet offers more room than this joke.

Two meal option became one within 2 min. I passed on dinner as it was a mushroom dish. I guess that’s on me. But maybe supply more of both options.

The aisle between seats is so damn small everyone bumped me walking by.

I was so excited for in flight entertainment on this new plane and and its cool Bluetooth feature. I have AirPod pro 3. They did not stay connected for more than 5 min at a time.

Wifi was weaker than a screen door.

This was an awful experience. I will be complaining and looking for refund on my extra cost seat that had zero leg room.

This was enough to make me not want to fly long distances. F your bottom line. Make some seats that fit people.

F you Air France.

Listen. Staff on the plane was good though.

It took 2.5 months to get compensated for delayed luggage but I did get compensated. They also offer good customer support, via telephone, in this sense.

I booked a ticket worth over 6,000 USD and a month before departure had to cancel. It was a nonrefundable ticket, which I understand. But I asked for a non-refundable voucher, and apparently because I hastened to cancel it online they cannot reinstate it and give me a voucher for that sum of money? A small technical mistake on my part is when air France rubs its hands together and gladly keeps the money, stating that “it cannot reinstate the ticket”. Why? Why not? That’s 6400 usd I’ll never see again, and I’ll never ever book on Air France for the rest of life. Goodbye.

Customer service very bad.
I made a complain since August 2025 and they were supposed to reimburse me but they close the case. I call them to reopen it and since today nothing have been done do solve my case.

Their website is absolutely unusable for flight bookings!
It is consistently out of service.
How can a major international air carrier have NO functioning webpage.
This is difficult to believe.

Luggage lost service is horrible. Our check-in luggage was missing when we arrived in Buenos Aires. We were told to buy the minimal necessities (underwear etc) and ask for a refund. Did look good, however, the refund webpage was only available in Spanish in Argentina so we had to delay the refund submission until back in Holland. There we were told that we should have submitted the claim within 21 days, so no refund. What a rediculous approach to being customer-oriented.

Air France removed me (along with several other random passengers) from my flight at the airport due to a weight-related decision by the pilot. I had a confirmed reservation, arrived on time, and met all boarding requirements. I did not volunteer.

After a short delay, the aircraft departed without us onboard.

After waiting hours in line to speak to one of their incompetent employees, I was then rerouted through a different city, a 2.5 hour drive away, causing me to incur costs at my own expense that were not refunded by them and causing me to arrive at my original destination over 12 hours after the originally scheduled arrival time. I was also explicitly told by said incompetent employee to "file for compensation, the airline will compensate you." That was a lie.

When I filed for compensation under EC Regulation 261/2004, Air France refused, stating there internal classification of the issue did not meet those requirements (without sharing what exactly their classification was).

The reality is simple: the flight operated after a short delay, I was involuntarily left behind due to a decision made by the airline, and Air France is relying on internal classification to avoid applying EU passenger protection law.

Re-labeling it so it “doesn’t count” does not change what happened. Refusing to apply EC261 in these circumstances is not just disappointing, but it raises serious concerns about compliance with EU law.

Despite re-opening the case several times, they continue to deny or ignore the case. I now have to go the ADR / EU small claims route unfortunately.

Travelers should rethink booking with this airline.

I cancelled my flights with Air France and received an e-mail that I would ‘my account would be processed as soon as possible”. It has now been 27 business days and I still have not received the funds spent on pre-booking seats for my flights. I have spent hours on the telephone both on-hold and talking to customer representatives during my multiple attempts to obtain a refund. I have been given multiple excuses and promises that the refund would be coming within a couple of days following each phone call and that my request has been elevated to the proper department. Still, no money. I feel I have been very patient and I realize that Air France probably doesn’t need my money to keep operating but I cannot waste the money I have paid in good faith to Air France.
I would suggest to all Air France customers to be very diligent with your dealings with this company.
Shame on you Air France, I thought you were more customer oriented but I am finding out I was wrong.

I booked and paid an upgrade on an intercontinental flight.
They changed my seat to an emergency exit chair on my
connection flight. I was ok with that.
But on my connectionflight my paid chair was given to someone else. I could only reclame afterwards and had to except a terrible seat. Back home I could not convince Airfrance with my claim. They did not refund. And their clientservice is stupid and the worst possible. Did not get my refund and never again I will fly with this company.