I am a frequent traveller with Air France on their route from London City Airport to Dundee. The frequency of my flights vary, but its between 1 and 2 flights per week. I am a Silver frequent flyer member.
I would like to complain and inform you about Air France pricing structure and lack of customer service.
Because I fly so frequently, I book my tickets 1.5 to 2 months in advance. Over the past 6 months, the prices for advance booking of this route wee listed as £131.89 as the lowest price available.
Recently I searched for a flight for 1st of August and notices that instead of £131.89 it is listed as £68.89 on 4 of my reservations for July 25th, Aug 1st, Aug 8 and Aug 15th.
I contacted Air France customer care on June 21st at approximately 5:25 London time. I explained the situation stating that I would like to either receive the refund in the amount of the price difference or be allowed to cancel my current ticket because of significant (£63.00) difference in prices.
I was told by the Customer Service Representative that that is not allowed because the tickets I got were the cheapest ones available at the time of purchase. The Fare class I have was ‘X’, which is the lowest fare available from Air France. The fare that is now available on their website for almost 50% is class ‘L’. I asked them to explain the difference between the fare classes. They informed that there is no difference between them, but they will not be able to do anything because the price I paid is final.
Conclusion:
Their pricing model is either unfair or flawed and when I called them on it. Their customer service is not existent. Their explanation was that I was given was that the tickets were like this because tats what was available at that time and more cheaper tickets were released. Their Terms and Conditions stay that they offer price guarantee but only from outside sources and not from themselves. Clearly a catch-22 for raising any complaints with them
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