OMG! And I thought VS were bad!
Posted: 23 Apr 2007, 21:39It must be me! Why do I seem to find every pitfall (or mostof them anyway) of travel.
In an effort to avoid VS I decided back at the end of December to go to Cairo, via Paris so I could spend a few days in Paris on the way back.
I booked two flights from BHX->CDG->CAI->CDG->BHX with AF (the last leg I booked BA to use some of my miles)
Anyway, two weeks to go so I am corresponding with the concierge at the Conrad in Cairo and he asked me to confirm flight details, which I did and he then informs me that the flight number I gave him does not exist! What! I checked it myself and sure enough no flight on that day with the flight number I have.
I spoke to AF today who informed me that they cancelled the flight on January 24th. They had not spoken to me therefore my booking was in limbo and the flight later that day was now full. I could either fly two days later or fly BHX->AMS->CAI on the 4th arriving in Cairo at 2am with KLM.
Holy &%^£ - I have pre-paid hotel bookings in Paris and Cairo - To add an extra night at Cairo Conrad is now going to cost me $400. I can't get a refund on my Hilton Paris stay. If I take the flight two days later I loose 2 nights at the conrad (no refund) PLUS one night at Paris AND I end up with just 2 days in Cairo.
The rep I speak to goes off and speaks with his supervisor who cannot offer anything else and offers to contact Customer Relations for me who will take a week to respond! WTF! A week, what am I supposed to di during this week and what happens when/if they tell me they can't do anything for me. That's another week lost and I still can't get a refund on my hotels.
I then spoke to the supervisor, who quick as a flash offers me a refund! NICE ONE! How to get yourself out of a predicament, offer a refund. I inform him that should I choose to accept his refund offer that I would also expect him to pay for the hotels that I cannot cancel. I then asked him about any passenger charter that AF have - His response! AF don't operate a charter service - I had to laugh at this point as I guess that was just something that got lost in translation.
I checked the internet and found a paper of 38 customer commitments as documented by Air France - Shame their staff don't know about it.
Anyway, something obviously hit home after the last conversation as I had a call back about an hour ago and they have 'managed' to squeeze me onto the afternoon flight on the 5th. Hmmm good thing I fly into CDG the night before as I will make sure I check-in as soon as the desks open.
If anyone is interested in their 'charter' (or what they refer to at their 38 comittments) here are the highlights
The ROC & OCC are available 24/7 (these are the teams that deal will flight cancellations and changed)
Business & First class passengers can expect a higher level of customer service
Complaints will be dealt with in a timely and professional manner.
As I said before, shame their staff don't know about it until told.
Paul
In an effort to avoid VS I decided back at the end of December to go to Cairo, via Paris so I could spend a few days in Paris on the way back.
I booked two flights from BHX->CDG->CAI->CDG->BHX with AF (the last leg I booked BA to use some of my miles)
Anyway, two weeks to go so I am corresponding with the concierge at the Conrad in Cairo and he asked me to confirm flight details, which I did and he then informs me that the flight number I gave him does not exist! What! I checked it myself and sure enough no flight on that day with the flight number I have.
I spoke to AF today who informed me that they cancelled the flight on January 24th. They had not spoken to me therefore my booking was in limbo and the flight later that day was now full. I could either fly two days later or fly BHX->AMS->CAI on the 4th arriving in Cairo at 2am with KLM.
Holy &%^£ - I have pre-paid hotel bookings in Paris and Cairo - To add an extra night at Cairo Conrad is now going to cost me $400. I can't get a refund on my Hilton Paris stay. If I take the flight two days later I loose 2 nights at the conrad (no refund) PLUS one night at Paris AND I end up with just 2 days in Cairo.
The rep I speak to goes off and speaks with his supervisor who cannot offer anything else and offers to contact Customer Relations for me who will take a week to respond! WTF! A week, what am I supposed to di during this week and what happens when/if they tell me they can't do anything for me. That's another week lost and I still can't get a refund on my hotels.
I then spoke to the supervisor, who quick as a flash offers me a refund! NICE ONE! How to get yourself out of a predicament, offer a refund. I inform him that should I choose to accept his refund offer that I would also expect him to pay for the hotels that I cannot cancel. I then asked him about any passenger charter that AF have - His response! AF don't operate a charter service - I had to laugh at this point as I guess that was just something that got lost in translation.
I checked the internet and found a paper of 38 customer commitments as documented by Air France - Shame their staff don't know about it.
Anyway, something obviously hit home after the last conversation as I had a call back about an hour ago and they have 'managed' to squeeze me onto the afternoon flight on the 5th. Hmmm good thing I fly into CDG the night before as I will make sure I check-in as soon as the desks open.
If anyone is interested in their 'charter' (or what they refer to at their 38 comittments) here are the highlights
The ROC & OCC are available 24/7 (these are the teams that deal will flight cancellations and changed)
Business & First class passengers can expect a higher level of customer service
Complaints will be dealt with in a timely and professional manner.
As I said before, shame their staff don't know about it until told.
Paul