NEVER FLY AIR FRANCE

Here is my copy of the complaint letter that Air France will be receiving from Jan & Jim.

Dear Barbara

Mr J Alsop & Mrs J Alsop
Air France AF2271 11th October 2007
Air France AF0990 11th October 2007

After speaking to you last week about the unsatisfactory service we had received through Air France on our outbound journey, I write to formally submit a complaint.

Firstly, I am angry that my experience was not dealt with immediately. I called last week whilst in South Africa and after a half an hour International phone call, the only thing resolved was that I must write a letter (on your website under the contact details you have a telephone number for customer complaints, if complaints cannot be made over the phone, why list a telephone number to call, if the service consultant will only say “complaints can only be made in writing”?).

If service really does mean something to Air France, action would have been taken straight away. An immediate compensation agreement or even an upgrade would have been sufficient enough to ease both mine & my wife’s fears of flying home, and would have put some faith back into our opinion of Air France. Unfortunately this was not the case, and I am spending the first day back from my holiday having to write this letter.

On arrival at Heathrow (at the allocated 3 hours before our flight departure to Johannesburg) we checked in at the Air France desk and all appeared to be fine.
The London to Paris flight AF2271 was delayed by 40 minutes, at this time we did not panic as we had been told that the connecting long haul flights will always wait in Paris. On arriving in Paris at 23:05 we were told the plane had left without us. I understand it does take some time to get us to the plane & our luggage transferred but surely the plane could have waited and left 30 minutes late (The Johannesburg flight was due to leave at 23:15) I have been on numerous flights and planes very rarely leave on time.

Recalling back to the waiting area in Heathrow, all flights seem to be delayed due to fog, so surely when checking in it was known the flight would be delayed, and it may have been best to transfer us on to an earlier Paris flight.

Our ticket was purchased as a flight from London to Johannesburg; it is the fault of Air France that the connecting flight was not met by us. With a delay of only 40 minutes it meant we missed the Paris to Johannesburg flight, your timings are seriously wrong when making bookings from London to Johannesburg and don’t allow for even very minor delays.

There was to be an early flight from Paris to Johannesburg the following morning, unfortunately we were informed this was fully booked, so we would be transferred to Amsterdam where we would be put on a later flight the next day. At this point, I was amazed that action was not taken to find space on the next Paris flight. Unfortunately there was nothing we could do other than what we were instructed to do.

New tickets were issued in Paris by Dela Hodde (Air France Staff), he ensured us that our luggage would be travelling with us and would be in Johannesburg when we arrived. (As it transpires this was not the case).

All Johannesburg passengers (as we were not the only ones) were transferred to Amsterdam and we were put up in a “hotel” until we had to be transferred back to Amsterdam Airport. Pick up was at 5am, therefore only managing 3 hours in the “hotel”. In hindsight this was a good thing, as the “hotel” was very unsatisfactory, we were given a room where we actually had to check the bed sheets, as the overall impression of the rooms were sleazy, and we were left itching. I would expect the hotels that you are linked with to reflect the brand of Air France!!! (After a return flight with Air France, I am now under the impression that this hotel is truly a reflection of Air France’s standards).

So now it is 5am the following day, we should have been 3 hours away from Johannesburg, instead we had flown twice and were still only in Amsterdam, being the start of day 2 in the same clothes.

Arriving back at Amsterdam airport (now tired & hungry – missing breakfast, which only started at 5 am in the “hotel”). We were directed straight to the departure gate by KLM staff. On arrival at the gate we took the queue and waited, when it was our time to board we were told we did not have boarding cards – we had to go back to the check in desk and get some. At this point the check in desk was at least a mile away, my wife and I had to run back and receive the boarding cards.
Firstly we had specifically been told to go straight to boarding by KLM staff, secondly why didn’t KLM staff help us back to check in, and thirdly I am a 55 year old man with arthritis & had been awake for over 24 hours – and we had to rush as fast as we could there and back. On returning to the boarding gate of course we were sweating, and due to Air France –we had no change of clothing. Therefore we were to take an 11 hour flight, feeling unclean & uncomfortable, and as it turns out we were still another 24 hours away from receiving our luggage.

KLM flight KL591 arrived in Johannesburg at about 21:15pm on 12th October 2007 over 12 hours later than expected. Our journey & experience with Air France was not over there. We went to pick up our luggage to be told that it was still in Paris. This was funny seeing as we had specifically been ensured by Dela Hodde that our luggage will be with us. The luggage would be arriving the following morning and we would have to return to the International terminal to pick it up.

Arriving at Johannesburg Airport, we had domestic flights booked to Durban. Friends in Cape Town, when hearing we were now on the KLM Amsterdam flight, had had to change the domestic flights and book us into a hotel, as there are no domestic flights to Durban after 9pm. As our friends knew, because we were on the plane, we would not know any of this on arrival at Johannesburg. They phoned Air France at Johannesburg airport and were assured that someone from KLM/Air France would meet us off the flight and let us know the new details. At around 10:30pm we were still walking aimlessly around Johannesburg airport wondering what to do. No one from Air France tried to locate us, even after promises that this would be done. We thought this could have been the least that should have been done for all our troubles.

At this point my wife was in tears of fear, this was our first long haul flight and first time in South Africa. With the media hype about Johannesburg we really did fear for our safety. When 2 people come off an Air France flight in tears and wanting to turn around and go home – is this a reflection of good customer service? I think not, and would be greatly amazed if you think this is expectable.

Finally, after numerous International phone calls on my mobile, I was able to reach our friends for the details. We headed to the hotel and returned early to pick up our luggage, which now meant time was tight with our new domestic flights that had been booked (our friends not expecting our luggage to arrive 12 hours after us). I understand that we did not book the South African domestic flights with Air France, but when I originally gave myself 5 hours to get from the Air France Johannesburg flight to a Durban Mango flight – I expect to reach my destination as planned.

24 hours late we picked up our luggage and we were finally on our way to Durban, after a 36 hour journey from London to Johannesburg – a journey that should have taken 12.

Inline with the service we received on our outbound journey, the same incapability of Air France was met on our return journey. On arrival in Paris, de ja vu occurred and we were told the flight had been cancelled. Our daughter was already on her way to Heathrow airport to pick us up, we had to tell her to drive back, we were eventually told we could be put on a flight as, as you can imagine we were very irate and a few harsh words got us on the plane. This makes us wonder maybe these harsh words should have been spoken in Paris 2 weeks ago, and maybe something could have been sorted, and are holiday not ruined.

Due to the 40 minutes delay in London Heathrow we incurred the following expenses. The least that should be expected from Air France would be the full reimbursement of all these expenses, which do not even take into account the days of our holiday lost, tours that had to be cancelled in Durban because we were arriving late, the fact we had to stay in the same clothes for 3 days, and the apprehension that we suffered the rest of the holiday dreading the flight home & not fully being able to relax. For this I wonder if Air France is big enough to admit its mistakes or at least care about the experience their customers have and provide additional compensation.

£41.32 Change of Domestic flights
£51.56 Hotel
£13.85 Taxi to hotel
£5.07 shuttle back to airport
£35.00 International phone calls (excluding cost of talking to customer care whilst in South Africa).

You may not think our £650 ticket each is a lot of money, but to us we work the whole year to save up for a nice holiday and to pay this amount for the service we received from Air France is despicable.

Have just seen Jan & Jim were not the only ones with Air France problems. When you type in "air france blog" you get the following complaints at http://www.blogjam.com/2005/12/08/air-farce/
and there's a whole blog at avoidairfrance.blogspot.com

Birthday Thanks

Hi all

Thank you for all your birthday wishes/cards and presents. It's been an exciting week visiting the post office.

On Saturday we took Jan & Jim to the airport, then spent the afternoon working. Saturday evening we went to a business dinner. Sunday again we worked until 1.30 then left for a cooking course. One of Mike's clients is a Master Chef who is thinking of putting on cooking courses, so we were his guinea pigs for the day. It was amazing we helped cook a few things, and then we were all served a 5 course meal of the highest quality.

The weather is amazing here at the moment, getting very hot. At the weekend will we be going to shop for a couple of fans, yesterday I had a break and spent the afternoon sitting in the pool reading my book.

Mike and I have put an offer in for a piece of land just outside Wilderness, around the corner from Warren's plot. We are crossing our fingers & toes that it will be accepted. The lady has until Friday to accept. We have offered the asking price, but Uncle Pete seems to think she has been told by other estate agents that the land is worth more. - but let's see.

Countdowns 2

15 Days to Warren arrives
19 Days to Dad & Simone arrive
7 Weeks to Mom & Dad arrive
8 Weeks until Christmas in Wilderness/George

Friday Wine Tour

As Jim was sick, Jan & Jim were unable to make it.
The mini bus picked us up over the road with Colin & Bronagh.
Was very very hot, we went to 4 wine farms & 1 chocolate shop.
Had the best burger we had ever eaten at Beyerskloof, it was soaked in pinotage with a pinotage & onion sauce served with 3 large potato wedges. Will definitely be going back here with dad and Simone.

Friday night over to the Wooden Shoe, for the best steak in Cape Town. I had chicken rissotto though.

Saturday Jan & Jim left to risk flying Air France again. I have written the complaint letter for their flight with Air France. When it's ready to go I will post it. It will be called Never Fly Air France.

Thursday

Early morning we attempted to get up the mountain. Being the first day in a week that the cable car was open (due to the wind) the queues of cars, coaches and people were horrendous. We turned around - which took us half an hour and tried again at 4pm. Luckily we were in luck and managed to get up, unfortunately Jim was sick & had been told by the doctor to stay in bed.

We rushed home, and we went and picked Mikes Uni friend Colin & his girlfriend Bronagh up from Camps Bay and went for a sundowners picnic on Signal Hill. Went back to the flat to finish the wine.

Wednesday

Up early to go to the train down the road for breakfast.
Mike worked and we went for the long scenic drive to Cape Point. Weather & Jim slowly getting better.
Off now to the Bueana Vista Social Cafe for dinner (best nachos in town).

Tuesday

Jim was still a bit fluey and the weather still wet, so Jan & I went to play mini golf in a cave (Jan won). Then after a coffee at Fegos we made lunch for the guys. Afternoon we headed to the butcher for some Steaks for the nights dinner.
Then an early night.

Monday

Monday night Jan, Jim & Mike enjoyed a seafood platter at the Ocean Basket. I stuck with my grilled Hake and chips.
Was well enjoyed after a wet day walking around Hout Bay.

Whispering Leaves Kitchen

Lunch in Plett - Lookout Beach

Friday Night Market in Wilderness

Sian's Wedding

Up on Saturday at quarter to four to get dressed & pack the car. Put a sleeping Nya in her chair at 10 past five and set off for eurotunnel. (Jan will be pleased to know we did auto check-in with no hassle!) As we nearded Breda around 8.30 UK time Nya started to stir so we decided to pop into Tante Conny's to show off our grandchild and let Traer give her her feed. Lovely to see her and she was enchanted by Nya (of course).

We reached our hotel at 12 and were lucky to be able to check in straight away. We had adjacent rooms which was useful. Had lunch then Ed went to sleep and Terry looked after Nya in the room whilst Traer and I went for a swim - and both fell asleep by the pool till 3.30.

The wedding reception started at 6 when Sian and Rene arrived. She looked radiant. It was a wonderful party and a great family reunion. The music was live and the performers did not take a break all night. Nya was a star attraction and only went to bed with her mama around 10.30. Ed and I lasted till 12.15 and Terry rolled in at 3.30. Says he was led astray by his cousins Liesje and Sanne!
Everyone had breakfast together at 10 then we left at midday. Home by 5. Such a good weekend that we all feel like planning a huge family party so all cousins from all sides can meet each other.

Weekend Away in Wilderness

I will post pictures tomorrow when we empty our cameras.
Left early on Friday morning, popping past Uncle Pete's flat and stopping for fuel and an oil & water check. Made it to the pie shop, then one more stop before we reached Wilderness.
Had to meet Uncle Pete at his offices as we did not know where the new house was.
Their new house is amazing, I will try and attach some photos later. Met up with Aunty Mim & Sandy and we all went to the village to the Friday Night market for a few drinks and then to a restaurant.
Up early on Saturday to visit Aunty Mim's market in Sedgefield for breakfast, then on to a little safari place with Sandy. We stopped for a picnic lunch in Plettenberg Bay on the beach and then back to the house for a big BBQ (cooked on the inside kitchen braai) before the rugby.
Sunday Jan & Jim & Uncle Pete went for a long walk along the beach & boardwalk. Mike and I went for a shorter walk into the village. Back home for a great breakfast (unfortunately Uncle Pete has lost his skottle, but it still tasted very good). Afterwards Uncle Pete drove us visit Warren's plots of land. One in the bush & one by the sea, very impressed so Mike & I are putting our heads & figures together to buy a plot Uncle Pete has for sale around the corner from Warren's. A small plot right by the steps down to the beach. Back to the house for some cheese & biscuits to keep us going on our trip home.

Arrived home just in time to see the last 14 laps of the motor racing, and all had a fish finger & salad sandwich. Jim is feeling a little under the weather with a start of a cold, so going to take it easy tomorrow and see how he is feeling.

Cape Town

Now in Cape Town, today we all went on an open top bus tour around the city, then hopped off the bus for lunch at Camps Bay, then hopped back on to head home. Laundry is done, so off to dinner again in Camps Bay.

Tomorrow early we are heading off to Wilderness to see Pete Mim & Sandy.

We arrived!!!!!

Visited the Perks & Bartrum's.

Phew! What a weekend

The weekend started on Friday with the arrival of Jan & Jim in South Africa, which did not go quite to plan - so Air France had better be ready for all the wrath that they will receive from the Perks & Alsops this week. Also more of a reason for England to have beat them in the Semi-finals of the Rugby.

Friday also saw the death of Mike's computer hard disk (surprisingly he has been easy to live with, even though it is still not fixed.)

Saturday morning by 9:30am we had finished our fruit & veg city shop, as well as our trip to the butchers, a visit to Mike's computer in the Mac hospital and popped into the backpackers to pay a deposit on our wine tour next week. Arrived home and sweept/washed the balcony before heading to the gym party.

Afternoon was dedicated to a tidy up, then we settled in to watch the rugby with some homemade beef & banana curry & rotis (rotis not homemade).

Sunday: Went to visit a house in Somerset West for Maxine at Elysian Holidays.
Back home for lunch before heading to Muizenberg for a surf (Mike not me).
Did some more cleaning - and this is what happens when Mike get's left alone:\



He has one cleaning job, which is the guest bathroom, whilst sweeping behind the toilet he snapped the pipe that brings the water into the toilet. Water was flying everywhere and within 30secs the bathroom was flooded and was following out into the passage. Luckily he was able to stop the water at the mains, and we had enough towels to soak up the water. Plumber came this morning to fix the pipe - so all is OK now.

Sunday night is floor cleaning night so we moved the kettle into the TV room with a stick of Toblerone and blocked ourselves in to watch the rugby & 24.

Now looking forward to Wednesday when Jan & Jim arrive in Cape Town - I am venturing out to the airport on my own as Mike has a two day strategy meeting tomorrow & Wednesday with a potential new client (all in Afrikaans so that should be fun!! Luckily Mike only has to listen).

Friday morning we are all heading to Wilderness and we will watch the Rugby final with Uncle Pete, Mim and Sandy.

Mikael's Gym Party - He was 5

Family Countdowns

Getting very excited about everyone heading over to SA:
4 days until Jan & Jim get to Uncle Mike & Heather's
9 days until Jan Jim head to Cape Town
11 days until we all head to George and Sandy will be there
5 weeks until Warren is here
6 weeks until Dad & Simone are here
7 weeks until we head to Brenton on Sea
10 weeks until Mom & Dad come
11 weeks until we are in Wilderness for Christmas - where everyone will be (apart from everyone who is not coming - which is sad).

Let's hope the weather improves for everyone, as the wind is freezing today.

Happy Birthdays

Today was Grandad George's birthday and Chrissy was 3.
Here are a few pics from her Pony Party, which was held at Hout Bay Riding Centre.

Bowling

Whilst in the UK Mike had a go at bowling at my Nan & Grandad's bowling club in Boughton.