I had a flight with AF in June that was not counted as Level Flight and I didn’t get any miles with it. The normal deduction that I made was that I had a poor booking class. From my checking I discovered I had N as booking class and I never had N before.

Next week I will have a return flight to Biarritz Parme, France, and all my 4 segments have booking class N. Having this flights not counted as Level Flights will be very bad for me since I have right now 27 segments flown with SkyTeam, just 3 segments away for Gold level.

I tried to get some clarification from AF support. This is bad, it’s a pure French organization, I mean:

  • don’t have a normal phone number, there is just one with ~0.5 EUR/minute
  • don’t have an email address, you need to fill some web form
  • there is no possibility to reply their answers, for extra clarification you need to fill again the web form



The first thing (1st try) was filling the web form with:
“Can you please check why for a flight from Paris to Bucharest I received 0 miles and not considered as a level flight?”
The answer is telling a lot about their systems:
“Upon investigation, we regret to inform you that we are unable to fully satisfy your request.
The following activities cannot be taken into account :
AF1088 13 June 2008 from Paris to Bucharest
Award activities are not eligible for Miles accrual.
Detailed information about the conditions that apply to Miles accrual is available in the “Flying Blue” section of our websites, www.airfrance.com and www.klm.com. “

Of course it was not an Award flight, but I dropped it.

I tried once more (2nd try):
“I had a return flight from Paris to Bucharest on 13th of June this year, booking class N, where I didn’t receive any miles and very strange it was not countered as a Level flight.
Now I have in 2 weeks time 4 segments with booking class N. Can you please tell me if they will be counted as Level flights or not?
I agree that for some cheaper flights it’s ok not to get any Award or Level miles, but why it is not counted as a level flight?”
.
The elaborate answer came:
“You informed us of activities that you would like to have credited to your account.
Upon investigation, we regret to inform you that we are unable to fully satisfy your request.
Award activities are not eligible for Miles accrual.
Detailed information about the conditions that apply to Miles accrual is available in the “Flying Blue” section of our websites, www.airfrance.com and www.klm.com. “

I got a little angry and made another try (3rd try):
“This is the third time when I am writing you, trying to get an answer for the following question: are flights with booking class N counted as Level FLIGHTS?
The first time your answer was totally out of the subject, the second one was a template message referring to miles.
If you are pointing me again to airfrance.com website, maybe you can search before where this information about Level Flights is.
I can tell you that is nothing there.”

This time the answer is much more clear:
“Looking for information on the accumulation Miles related to your flights.
In the Flying Blue program, the number of Miles earned premium depends on the distance of your flight ticket prices, the booking class and the class of travel. In addition, some fares and booking classes do not earn Miles.
Detailed information about the conditions that apply to Miles accrual is available in the “Flying Blue” section of our websites, www.airfrance.com and www.klm.com. “”

My conclusion: there are some monkeys there choosing a template answer for each issue. There is no mention of Level Flights in their emails, just things about miles.

I am not giving up and will be back with later information!

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One Response to “Air France strikes back – poor customer service”
  1. zimbrulNo Gravatar says:

    un lucru pe care l-am invatat traind in Marea Britanie este ca CUSTOMER SERVICE este peste tot la fel. Cred ca as umple pagini intregi daca as fi sa povestesc despre stupizenia celor cu care am avut de-a face. Poate o sa o fac intr-o zi.

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