A "nice" example how a company spits in the face of its passenger because she can.

I took a flight from Hamburg to Genoa in January.

Arriving at Genoa after a short stop in Paris (what a nightmare of an airport!) I find out they left my suitcase in Paris.

And this is the story:

It was Sunday. I was sick. Waiting for a long business meeting on Monday. No cloths, no nothing, not even the contact lenses bottle.

After filling a form the people at the Genoa airport said that Air France should contact me soon about the issue.

After 6 hours I called them. No reply. I called and called and then someone FINALLY answered, a silly disoriented woman, saying "oh YES! we find it, it is on it's way to Genoa, do not worry, we will send it to the hotel as soon as it gets to Genoa, we will call you, do not worry".

Oh ! What a relief.

After 3 hours I called again, a new person at the Air France so called Customers Service line, he said :"We do not know where your lost suitcase is, the other woman probably lied to make you feel better, just wait for us to call".

I was in a shock, I waited for them to call for half a day, and I got lies?

At midnight (I landed at noon) I called the Genoa Air Port.

12 hours after I arrived.

"Yes" they said,"your suitcase is here (I described it), however, we will not send it, this service ended earlier, you can wait for the morning shipment at around 8:00".

Dead sick, with fever, I took a taxi to the airport (far) picked my suitcase and took another taxi back.

I was so mad and upset and promised myself to write a letter, not to give up (once the anger is gone we tend to forget how badly we were mistreated).

I mailed Air France a letter saying how unhappy I was with their rude, dysfunctional, unprofessional service. I asked back the money I had to spend on taxis and the phone calls. They reply in "we are sorry" and in "according to paragraph blah blah blah we don't have to pay back".

I mailed them again, saying that quoting a paragraph is not a smart way to deal with an unhappy customer who only wishes to get back what THEY made him spend.

So far no reply.


NEVER EVER EVER again will I fly with these rude rude rude company.