Hello. I have a reservation with code viziio. Name minuesa moya. I just knew i am pregnant with a High risk pregnancy due to trombophilia and i cannot make long haul flight not to have a trombosis. I changed my original data to earlier but the doctor told me not to travel. Klm service Centre didn t offer any alternative or help. I will travel to visit my father to Spain but after my delivery date in may. I regret that treatment by phone or email. Flying blue will loose a customer
Klaus Larsen
5.0
My recent experience with Aeroflot aka Flying Blue customer service.
Hong Kong to Copenhagen with transfer in Moscow.
Delayed 2.5 hours out of HongKong. I knew it would be a very tight transfer if even possible to catch my ongoing flight.
I need to add my experience with Aeroflot’s ground staff in Moscow airport is bad. With that in mind and convinced I would not get any help there to cut corners and improve my chances of catching my flight. While midair from HK i calculated I would have about 40 min from touch down in Moscow until my next flight. I approached the senior flight attendants and discussed with him about my best options. He replied he could not really do anything but would send a telex to the ground staff. In my mind they should already know which passenger on delayed flight, who need some help to make a quick transfer. Just like some sort of priority in passport, security, keeping the gate open for another 5-10 min. and so on. That’s at least how it works with mostly all other airlines and normally they’ll do whatever in their power to get everyone on the flight. NO it does not work like that wit Aeroflot ! With taxi time to the gate I had 25 min left until departure when I arrived international transfer passport control. No line and just few people but was right away refused to even try to get to the gate as they told me, you cannot get there in time before the gate close. I knew for a fact it was possible to get to terminal E and my gate in about 7-8 min. and just replied they maybe could keep the gate open a few min extra. NO, go this counter there and get a new boarding pass for tomorrow. Getting my new boarding pass I argued the stupidity of this as they now need to accommodate me instead of helping me to the gate and on the flight. I knew my luggage wouldn’t make it but that was of minor concern for me. You are like talking to a zombie at best, no facial expression, nothing and that goes for mostly all of the ground staff. Not I want to stereotype and there might be a few “first day on job” people somewhere, still able to smile a little.
Ok, YOU GO TRANSFER DESK AND YOU GET HOTEL.
One crying girl suppose to attend her sisters wedding somewhere next day was also denied bording her flight, departing 20 min later.
Arriving at the transfer desk with one elder sad looking lady asking me what I want. Gave her my new boarding pass and explained her colleague asked me to go here to get a hotel. Her: What else did they tell you ? Me: what do you mean ? Nothing, just I should go here. Her: ok you come back here after 3 hours at 22:00 and you get information. Me: what, why will I wait 3 hours to get information, I just need a hotel. Her: you come back 22:00 and get information. Spending 3 hours in a lounge and went back to transfer desk where 64 some people have gathered, arriving from Hong Kong as me, Vietnam, Vienna and other places and all with a lost connection flight.
Some of us have already been on the move for 24 hrs without sleep and was pretty much in bad mood and really tired. Some poor souls with small crying children as well.
Our name was called one by one and we got a hotel voucher and was told to sit back and wait. It too a while to issue voucher for everyone. After that we should follow some staff for passport control / registration. We have already been there earlier but that was on arrival of course. Now we have to leave the airport without Russian visa and that was a whole new procedure. It too 2.5 hours to get 64 people thru passport registration – I repeat 2.5 hours !
While I start to recall a similar situation some 4-5 years back, I knew this was going to take a while and could as well get in piece with that. Nothing you could do and no matter how you complained as many did of course, you are talking to these totally ignorant and rude zombies. One was complaining hard enough and finally they called in another passport checking guy, which likely saved us for another hour of waiting at that point.
So everyone processed here, except some few who already decided it was not worth going to that hotel anymore as they had an early flight. That was another problem now as they need to change all list and papers.
Finally with help of a lot of security KGB guys we were guided to an emergency exit to board two waiting busses. Getting 60 people on 2 busses with additional checking and counting took 30 min.
5 min away we stopped at the hotel and waited inside the bus for about 30 min as they could only handle 10 people at time. 10 people was guided inside the hotel, again an emergency exit door and lead directly to an elevator while KGB people watching all the way from the bus, entrance and followed 10 person at time up in the lift to 3th floor.
Everyone was now after some time gathered in a hallway on third floor and the door behind got locked. No way out or back.
In front where Aeroflot staff started to give room keys and proudly explained that every one will get room service breakfast in the morning. Of course that was mainly a security concern and to make sure no1 got out of the room before we were suppose to get out and guided back to the bus and airport.
Some arguing started as they forced people together in same room.
Take it or get back to airport was the answer. One of my fellow traveller companions from HK as tired as me told them strait he was alone and he want a single room or nothing. He had to get back to the airport at 4:45 for his connection anyway. Brave I was thinking and as much as I want some sleep I gambled as him with an even more complaining tone. We were told to sit and wait and they will know if any room available. We got our single rooms and went to sleep around 2am. 7 hours after we arrived !
I’m Flying Blue member, Aeroflot is an member airline. How is it possible any airline can treat passengers like that ?
I’m sure and from what I heard, mostly everyone in this group will never use this airline again.
It’s so crazy unbelievable how they deal with issues like this and it’s not because it’s new for them. They have exact same situation every day with more or lesser travelers missing a connection flight and they deal with it in exactly same ignorant way every day.
Mostly other airline will deal with it in a way more professional way and even have prepared everything when the frustrated travelers arrive, just to get them out of their hair ASAP and try their best to comfort people.
I will never blame any airline for delay or cancellation as this is a part of the game and related to safety.
I have used Aeroflot a lot for some years as they have the most convenient departure, transfer time and shortest journey for me. Now I’m going to rethink my travel planning for sure. In general I cannot complain about the inflight service in either economy, comfort or business, have tried them all and it’s in general OK average. Also with a quite new fleet of planes.
My best advise if you for one or another reason have no option and you already know you might loose your connection. Insist to rebook your initial flight to next day and stay where you are. You will be much better off than ending up in a Moscow airport night mare after a long flight.
Remember, unless you have a Russian visa you have no options with accommodation, even you don’t mind to book and pay for your hotel.
You are in the mercy (or lack of same) of the airline and ignorant heartless personnel.
I cannot really figure this attitude of the personnel. Is it how it works with a state owed airline, do the get a poor salary, shitty working hours, or just behave like that towards foreigner. Just looking at those people not expressing anything but tired ignorant sadness is horrible in it self.
Bobbie Cox
1.0
Flying Blue Stealing other frequent flyer company’s and passengers miles.
I am outraged by a recent interaction with a representative at Flying Blue. I recently had a flight From SFO-BOD in business class (I am a Delta Skymiles member) I made the reservation with Expedia and included my Delta Skymiles number. When I checked in on my flights (Both Air France outbound and KLM on the return) I verified they had the correct frequent flyer number. I was shocked when I returned and found out that the miles had been credited to an old Flying Blue account that I have never ever used. When I called Flying Blue the representative could clearly see my Skymiles number, but could not tell me how this happened other than maybe it was because I checked in on the mobile app. They refused to release my miles which is outrageous as Flying Blue is literally holding the miles hostage even though I did everything right! I am a Delta Skymiles Platinum member and if Flying Blue does not release the miles I will lose my status for this year with the airline AND I will not only not accrue the miles at my status level rate (which is 8 times the miles) they are also locked into the Flying Blue Program which I have never used, nor could I ever use. It’s as if Flying Blue arbitrarily stole my status and my miles. It is completely unacceptable. I found it of interest that the representative at Flying Blue stated that this was a recent change at Flying Blue not to release miles, which sounds like an attempt to steal frequent flyer miles from other frequent flyer programs. This is not an acceptable practice. I don’t know what technical (or intentional) error occurred to cause this but I only supplied my Delta Platinum Frequent Flyer number and Flying Blue had no right to put those miles into a Flying Blue account I have never used. This should be illegal. Please be careful, sounds like this just started doing this and they can do it to you as well.
Prashant
5.0
I had booked a return flight in the third week of July from PHX to BLR for travel in the last week of October for 15 days. I booked economy flight from PHX-BLR (PHX-MSP-CDG-BLR) and Premium Economy from BLR to PHX (BLR-CDG-LAX-PHX). Few days later, when I was checking to see if all segments were confirmed and ticketed, I noticed that there was an option for “Upgrade with miles”. When I selected the segments BLR-CDG and CDG-LAX for upgrade, I was given an option to upgrade to Business class for 34,000 miles for BLR-CDG segment and I took that opportunity and upgraded. A few days later, I called Flying Blue and selected the Business class seat “4A”. But on 9/1, as i was checking to see if I could upgrade to Business class for CDG to LAX segment, I noticed that the segment BLR-CDG and LAX-PHX were not showing on my reservation. I called Flying Blue and they said that I need to talk to Ticketing. I called the ticketing department and they said they will re-issue the ticket but I need to call Flying Blue so that they can upgrade me to Business Class. When I called Flying Blue for upgrade, they said there was no availability for upgrade and I need to call ticketing for re-issue. I came to know that the segment from BLR-CDG was cancelled because there was no availability for upgrade and the LAX-PHX segment was cancelled because there was a flight time change by 3 minutes. I don’t understand how can the Flying Blue department cancel my confirmed and ticketed upgrade?
JR Mendels
5.0
It’s 2018, and Flying Blue has worsened: The Flying Blue loyalty program is utterly unwilling to live up to its promises, which its customer service makes clear.
The actions of the program and Delta that I relate below are a bright yellow warning light about their service–a serious one because it shows an unwillingness to honor their compensation program even when they’ve stated it outright.
How? Flying Blue has created a systemic problem that delays response to customers, defeats consumer efforts to claim their privileges, and provides no one to call them to accountability.
Here’s why I state as much (and I apologize for the length of this):
I’m an elite Flying Blue member who has experienced what I believe is a systemic problem at Flying Blue.
1) I’m a US resident and citizen but a silver level Flying Blue after only 9 months of membership, a full-on dedication to flying them and their partner Delta. I’m nearly silver status this year after 8 months only.
2) In January I booked a premium economy cross-continental flight on Delta for late March, from JFK to SFO, but I was denied complimentary upgrade in spite of it being a stated Flying Blue privilege to be honored within 24 hours of the flight; in spite of my having that confirmed in writing–an email from an FB/Air France rep at Delta months in advance (Because their website didn’t indicate I had the privilege, so I wrote them); and confirmed by phone within 24 hours of the flight. The denial came at the gate and at the service desk of Delta, the latter telling me I’d have to take this up with Flying Blue but it wasn’t going to happen for this flight.
3) What followed was nearly 5 months of repeated emails and phone calls after refusal to address the issue, done in a way that suggests the systemic problem I suggested above.
4) I contacted Flying Blue immediately onboard the outgoing flight in the hopes the issue would be addressed in time for my return flight in 8 days. I did so using the Flying Blue chat element of its website onboard. The chat person directed me to email and then to follow up with a phone call when I made it to San Francisco. This was to send me down the rabbit hole, as I discovered in the ensuring months.
5) In SF, the Flying Blue phone person I contacted on the day I arrived said they do not have access to the emails until their email people respond (I now know from a phone service person that the phone and email folks are in the same office, visible in the room but forbidden to contact each other. Yikes.)
6) Eight days later, I’d heard nothing. I called, was told that the only thing they could do is have their phone supervisor look into it. The supervisor would not get onto the phone but confirmed they had my email. I was denied the privilege on the return flight.
7) After weeks back in New York, I called again and was told I would have to wait on the email personnel, but I should resubmit the email. I did (with all documentation and the history of what had transpired so far.
8) Weeks later, now in May, I received a cryptic email reply stating that my complaint would be forwarded to Air France. Huh? This was about Flying Blue.
9) Nothing happened for weeks more, in spite of my calling repeatedly and the phone people throwing up their hands because, they said, they could do nothing. Only the email people could respond–the very people they sent me to. Their supervisors would not get on the phone; and when one supervisor said he could do nothing without evidence–relayed that response–I offered it but he refused to give out an email for him.. By then I’d spent hours of my time. I began to reconsider my loyalty to Flying Blue.
10) On July 12, nearly 4 months since my flights in late March, I received an email from Flying Blue, stating that they were sorry for the lack of service and the long delay in responding; they would forward the matter to “the relevant” authorities.
11) I responded that this is really beyond the pale. This was their responsibility. They’d instituted a system of phone service and email service that defeated customers from contacting them continuously and from anyone taking full responsibility. I was considering spending out my Flying Blue miles and dedicating myself to flights other than Air France, KLM, and Delta. I asked for compensation for my time–a fair amount given the amount of time and the breach in trust and denial of stated privilege (along the way, I had some who denied this was ever a privilege. It was and is: it was listed on the FB website until it was scrubbed for their April 1 change in the program. It was confirmed with me last week in writing from a Delta person.) I gave FB until the end of the month, August 1, to make good, at which point I’d email you folks and others, hoping you’d take this matter up on your websites, Facebook, twitter, and instagram postings–about the service, not about my case.
12) When August 1 rolled around, nothing happened save one thing: on about August 2, someone from Delta called and then emailed me. The email confirmed this was my privilege and I was denied it. The agent, Samantha Clark, and I spoke last week: She’d been given, it turns out, partial information by Flying Blue, told only that on one flight I was denied a privilege, not two; and told nothing of what had transpired. She added FB miles to my account, said that if she were me, she “would have been livid.” She said the more serious need for redress and compensation was not something Delta could handle. That was on Flying Blue. (I think this is likely not as black and white as she states, that Delta’s involvement with Flying Blue in the US is greater than this, but frankly I do not know.)
12) In sum, this is a systemic problem that delays response, defeats consumer efforts to claim their privileges, and has no one to call them to accountability.
James Anderson
1.0
I am making 17 transatlantic trips per year (every 3weeks) and have been downgraded to silver?? How? Why? Whatsmore, When I asked to the front desk of the KLM lounge in Schipol if there was a flying blue desk, I was told by a very ignorant KLM employee that “yes there is a flying blue desk in the lounge, but I was not allowed access to talk to them” as I didn’t have the correct status!! I would have to phone them.
Time to give the 17 return flights to another non-ignorant airline that is not interested in helping passengers to resolve issues.
Peter Wright (Flying Blue number 1119496220)
5.0
Dear Sir,
I have received no satisfactory answer to my complaint e mailed to Flying Blue on 25th September (ref FLB1726881391), nor my 20 minute telephone conversation today to 0113 396 8022. As a result of this phone call I was told that there is a fault with the KLM web site and that I should write a formal complaint to Flying Blue. This what happened:
September 25th I went on line to book a flight from Stockholm to Copenhagen. I clicked on “Baggage rules and fees on KLM flights”, then on to “Arrange now” under “use Flying Blue miles” (3,000miles). When the booking was completed (reference V9BSBS) I was charged for 1 hold bag rather than 3,000 Flying Blue miles being taken from my account. In my email and my phone call, I asked that the 3,000 flying Blue miles be deducted from my account and that I be rembursed for the cost of the 1 hold bag. Please arrange for this to happen as soon as possible. I find it hard to believe that the phrase “arrange now” on the website does not mean what it says and I end up having to pay for something that I do not wish to pay for. In addition, I have had to spend many hours following up what is a very simple query.
Hello. I have a reservation with code viziio. Name minuesa moya. I just knew i am pregnant with a High risk pregnancy due to trombophilia and i cannot make long haul flight not to have a trombosis. I changed my original data to earlier but the doctor told me not to travel. Klm service Centre didn t offer any alternative or help. I will travel to visit my father to Spain but after my delivery date in may. I regret that treatment by phone or email. Flying blue will loose a customer
My recent experience with Aeroflot aka Flying Blue customer service.
Hong Kong to Copenhagen with transfer in Moscow.
Delayed 2.5 hours out of HongKong. I knew it would be a very tight transfer if even possible to catch my ongoing flight.
I need to add my experience with Aeroflot’s ground staff in Moscow airport is bad. With that in mind and convinced I would not get any help there to cut corners and improve my chances of catching my flight. While midair from HK i calculated I would have about 40 min from touch down in Moscow until my next flight. I approached the senior flight attendants and discussed with him about my best options. He replied he could not really do anything but would send a telex to the ground staff. In my mind they should already know which passenger on delayed flight, who need some help to make a quick transfer. Just like some sort of priority in passport, security, keeping the gate open for another 5-10 min. and so on. That’s at least how it works with mostly all other airlines and normally they’ll do whatever in their power to get everyone on the flight. NO it does not work like that wit Aeroflot ! With taxi time to the gate I had 25 min left until departure when I arrived international transfer passport control. No line and just few people but was right away refused to even try to get to the gate as they told me, you cannot get there in time before the gate close. I knew for a fact it was possible to get to terminal E and my gate in about 7-8 min. and just replied they maybe could keep the gate open a few min extra. NO, go this counter there and get a new boarding pass for tomorrow. Getting my new boarding pass I argued the stupidity of this as they now need to accommodate me instead of helping me to the gate and on the flight. I knew my luggage wouldn’t make it but that was of minor concern for me. You are like talking to a zombie at best, no facial expression, nothing and that goes for mostly all of the ground staff. Not I want to stereotype and there might be a few “first day on job” people somewhere, still able to smile a little.
Ok, YOU GO TRANSFER DESK AND YOU GET HOTEL.
One crying girl suppose to attend her sisters wedding somewhere next day was also denied bording her flight, departing 20 min later.
Arriving at the transfer desk with one elder sad looking lady asking me what I want. Gave her my new boarding pass and explained her colleague asked me to go here to get a hotel. Her: What else did they tell you ? Me: what do you mean ? Nothing, just I should go here. Her: ok you come back here after 3 hours at 22:00 and you get information. Me: what, why will I wait 3 hours to get information, I just need a hotel. Her: you come back 22:00 and get information. Spending 3 hours in a lounge and went back to transfer desk where 64 some people have gathered, arriving from Hong Kong as me, Vietnam, Vienna and other places and all with a lost connection flight.
Some of us have already been on the move for 24 hrs without sleep and was pretty much in bad mood and really tired. Some poor souls with small crying children as well.
Our name was called one by one and we got a hotel voucher and was told to sit back and wait. It too a while to issue voucher for everyone. After that we should follow some staff for passport control / registration. We have already been there earlier but that was on arrival of course. Now we have to leave the airport without Russian visa and that was a whole new procedure. It too 2.5 hours to get 64 people thru passport registration – I repeat 2.5 hours !
While I start to recall a similar situation some 4-5 years back, I knew this was going to take a while and could as well get in piece with that. Nothing you could do and no matter how you complained as many did of course, you are talking to these totally ignorant and rude zombies. One was complaining hard enough and finally they called in another passport checking guy, which likely saved us for another hour of waiting at that point.
So everyone processed here, except some few who already decided it was not worth going to that hotel anymore as they had an early flight. That was another problem now as they need to change all list and papers.
Finally with help of a lot of security KGB guys we were guided to an emergency exit to board two waiting busses. Getting 60 people on 2 busses with additional checking and counting took 30 min.
5 min away we stopped at the hotel and waited inside the bus for about 30 min as they could only handle 10 people at time. 10 people was guided inside the hotel, again an emergency exit door and lead directly to an elevator while KGB people watching all the way from the bus, entrance and followed 10 person at time up in the lift to 3th floor.
Everyone was now after some time gathered in a hallway on third floor and the door behind got locked. No way out or back.
In front where Aeroflot staff started to give room keys and proudly explained that every one will get room service breakfast in the morning. Of course that was mainly a security concern and to make sure no1 got out of the room before we were suppose to get out and guided back to the bus and airport.
Some arguing started as they forced people together in same room.
Take it or get back to airport was the answer. One of my fellow traveller companions from HK as tired as me told them strait he was alone and he want a single room or nothing. He had to get back to the airport at 4:45 for his connection anyway. Brave I was thinking and as much as I want some sleep I gambled as him with an even more complaining tone. We were told to sit and wait and they will know if any room available. We got our single rooms and went to sleep around 2am. 7 hours after we arrived !
I’m Flying Blue member, Aeroflot is an member airline. How is it possible any airline can treat passengers like that ?
I’m sure and from what I heard, mostly everyone in this group will never use this airline again.
It’s so crazy unbelievable how they deal with issues like this and it’s not because it’s new for them. They have exact same situation every day with more or lesser travelers missing a connection flight and they deal with it in exactly same ignorant way every day.
Mostly other airline will deal with it in a way more professional way and even have prepared everything when the frustrated travelers arrive, just to get them out of their hair ASAP and try their best to comfort people.
I will never blame any airline for delay or cancellation as this is a part of the game and related to safety.
I have used Aeroflot a lot for some years as they have the most convenient departure, transfer time and shortest journey for me. Now I’m going to rethink my travel planning for sure. In general I cannot complain about the inflight service in either economy, comfort or business, have tried them all and it’s in general OK average. Also with a quite new fleet of planes.
My best advise if you for one or another reason have no option and you already know you might loose your connection. Insist to rebook your initial flight to next day and stay where you are. You will be much better off than ending up in a Moscow airport night mare after a long flight.
Remember, unless you have a Russian visa you have no options with accommodation, even you don’t mind to book and pay for your hotel.
You are in the mercy (or lack of same) of the airline and ignorant heartless personnel.
I cannot really figure this attitude of the personnel. Is it how it works with a state owed airline, do the get a poor salary, shitty working hours, or just behave like that towards foreigner. Just looking at those people not expressing anything but tired ignorant sadness is horrible in it self.
Flying Blue Stealing other frequent flyer company’s and passengers miles.
I am outraged by a recent interaction with a representative at Flying Blue. I recently had a flight From SFO-BOD in business class (I am a Delta Skymiles member) I made the reservation with Expedia and included my Delta Skymiles number. When I checked in on my flights (Both Air France outbound and KLM on the return) I verified they had the correct frequent flyer number. I was shocked when I returned and found out that the miles had been credited to an old Flying Blue account that I have never ever used. When I called Flying Blue the representative could clearly see my Skymiles number, but could not tell me how this happened other than maybe it was because I checked in on the mobile app. They refused to release my miles which is outrageous as Flying Blue is literally holding the miles hostage even though I did everything right! I am a Delta Skymiles Platinum member and if Flying Blue does not release the miles I will lose my status for this year with the airline AND I will not only not accrue the miles at my status level rate (which is 8 times the miles) they are also locked into the Flying Blue Program which I have never used, nor could I ever use. It’s as if Flying Blue arbitrarily stole my status and my miles. It is completely unacceptable. I found it of interest that the representative at Flying Blue stated that this was a recent change at Flying Blue not to release miles, which sounds like an attempt to steal frequent flyer miles from other frequent flyer programs. This is not an acceptable practice. I don’t know what technical (or intentional) error occurred to cause this but I only supplied my Delta Platinum Frequent Flyer number and Flying Blue had no right to put those miles into a Flying Blue account I have never used. This should be illegal. Please be careful, sounds like this just started doing this and they can do it to you as well.
I had booked a return flight in the third week of July from PHX to BLR for travel in the last week of October for 15 days. I booked economy flight from PHX-BLR (PHX-MSP-CDG-BLR) and Premium Economy from BLR to PHX (BLR-CDG-LAX-PHX). Few days later, when I was checking to see if all segments were confirmed and ticketed, I noticed that there was an option for “Upgrade with miles”. When I selected the segments BLR-CDG and CDG-LAX for upgrade, I was given an option to upgrade to Business class for 34,000 miles for BLR-CDG segment and I took that opportunity and upgraded. A few days later, I called Flying Blue and selected the Business class seat “4A”. But on 9/1, as i was checking to see if I could upgrade to Business class for CDG to LAX segment, I noticed that the segment BLR-CDG and LAX-PHX were not showing on my reservation. I called Flying Blue and they said that I need to talk to Ticketing. I called the ticketing department and they said they will re-issue the ticket but I need to call Flying Blue so that they can upgrade me to Business Class. When I called Flying Blue for upgrade, they said there was no availability for upgrade and I need to call ticketing for re-issue. I came to know that the segment from BLR-CDG was cancelled because there was no availability for upgrade and the LAX-PHX segment was cancelled because there was a flight time change by 3 minutes. I don’t understand how can the Flying Blue department cancel my confirmed and ticketed upgrade?
It’s 2018, and Flying Blue has worsened: The Flying Blue loyalty program is utterly unwilling to live up to its promises, which its customer service makes clear.
The actions of the program and Delta that I relate below are a bright yellow warning light about their service–a serious one because it shows an unwillingness to honor their compensation program even when they’ve stated it outright.
How? Flying Blue has created a systemic problem that delays response to customers, defeats consumer efforts to claim their privileges, and provides no one to call them to accountability.
Here’s why I state as much (and I apologize for the length of this):
I’m an elite Flying Blue member who has experienced what I believe is a systemic problem at Flying Blue.
1) I’m a US resident and citizen but a silver level Flying Blue after only 9 months of membership, a full-on dedication to flying them and their partner Delta. I’m nearly silver status this year after 8 months only.
2) In January I booked a premium economy cross-continental flight on Delta for late March, from JFK to SFO, but I was denied complimentary upgrade in spite of it being a stated Flying Blue privilege to be honored within 24 hours of the flight; in spite of my having that confirmed in writing–an email from an FB/Air France rep at Delta months in advance (Because their website didn’t indicate I had the privilege, so I wrote them); and confirmed by phone within 24 hours of the flight. The denial came at the gate and at the service desk of Delta, the latter telling me I’d have to take this up with Flying Blue but it wasn’t going to happen for this flight.
3) What followed was nearly 5 months of repeated emails and phone calls after refusal to address the issue, done in a way that suggests the systemic problem I suggested above.
4) I contacted Flying Blue immediately onboard the outgoing flight in the hopes the issue would be addressed in time for my return flight in 8 days. I did so using the Flying Blue chat element of its website onboard. The chat person directed me to email and then to follow up with a phone call when I made it to San Francisco. This was to send me down the rabbit hole, as I discovered in the ensuring months.
5) In SF, the Flying Blue phone person I contacted on the day I arrived said they do not have access to the emails until their email people respond (I now know from a phone service person that the phone and email folks are in the same office, visible in the room but forbidden to contact each other. Yikes.)
6) Eight days later, I’d heard nothing. I called, was told that the only thing they could do is have their phone supervisor look into it. The supervisor would not get onto the phone but confirmed they had my email. I was denied the privilege on the return flight.
7) After weeks back in New York, I called again and was told I would have to wait on the email personnel, but I should resubmit the email. I did (with all documentation and the history of what had transpired so far.
8) Weeks later, now in May, I received a cryptic email reply stating that my complaint would be forwarded to Air France. Huh? This was about Flying Blue.
9) Nothing happened for weeks more, in spite of my calling repeatedly and the phone people throwing up their hands because, they said, they could do nothing. Only the email people could respond–the very people they sent me to. Their supervisors would not get on the phone; and when one supervisor said he could do nothing without evidence–relayed that response–I offered it but he refused to give out an email for him.. By then I’d spent hours of my time. I began to reconsider my loyalty to Flying Blue.
10) On July 12, nearly 4 months since my flights in late March, I received an email from Flying Blue, stating that they were sorry for the lack of service and the long delay in responding; they would forward the matter to “the relevant” authorities.
11) I responded that this is really beyond the pale. This was their responsibility. They’d instituted a system of phone service and email service that defeated customers from contacting them continuously and from anyone taking full responsibility. I was considering spending out my Flying Blue miles and dedicating myself to flights other than Air France, KLM, and Delta. I asked for compensation for my time–a fair amount given the amount of time and the breach in trust and denial of stated privilege (along the way, I had some who denied this was ever a privilege. It was and is: it was listed on the FB website until it was scrubbed for their April 1 change in the program. It was confirmed with me last week in writing from a Delta person.) I gave FB until the end of the month, August 1, to make good, at which point I’d email you folks and others, hoping you’d take this matter up on your websites, Facebook, twitter, and instagram postings–about the service, not about my case.
12) When August 1 rolled around, nothing happened save one thing: on about August 2, someone from Delta called and then emailed me. The email confirmed this was my privilege and I was denied it. The agent, Samantha Clark, and I spoke last week: She’d been given, it turns out, partial information by Flying Blue, told only that on one flight I was denied a privilege, not two; and told nothing of what had transpired. She added FB miles to my account, said that if she were me, she “would have been livid.” She said the more serious need for redress and compensation was not something Delta could handle. That was on Flying Blue. (I think this is likely not as black and white as she states, that Delta’s involvement with Flying Blue in the US is greater than this, but frankly I do not know.)
12) In sum, this is a systemic problem that delays response, defeats consumer efforts to claim their privileges, and has no one to call them to accountability.
I am making 17 transatlantic trips per year (every 3weeks) and have been downgraded to silver?? How? Why? Whatsmore, When I asked to the front desk of the KLM lounge in Schipol if there was a flying blue desk, I was told by a very ignorant KLM employee that “yes there is a flying blue desk in the lounge, but I was not allowed access to talk to them” as I didn’t have the correct status!! I would have to phone them.
Time to give the 17 return flights to another non-ignorant airline that is not interested in helping passengers to resolve issues.
Dear Sir,
I have received no satisfactory answer to my complaint e mailed to Flying Blue on 25th September (ref FLB1726881391), nor my 20 minute telephone conversation today to 0113 396 8022. As a result of this phone call I was told that there is a fault with the KLM web site and that I should write a formal complaint to Flying Blue. This what happened:
September 25th I went on line to book a flight from Stockholm to Copenhagen. I clicked on “Baggage rules and fees on KLM flights”, then on to “Arrange now” under “use Flying Blue miles” (3,000miles). When the booking was completed (reference V9BSBS) I was charged for 1 hold bag rather than 3,000 Flying Blue miles being taken from my account. In my email and my phone call, I asked that the 3,000 flying Blue miles be deducted from my account and that I be rembursed for the cost of the 1 hold bag. Please arrange for this to happen as soon as possible. I find it hard to believe that the phrase “arrange now” on the website does not mean what it says and I end up having to pay for something that I do not wish to pay for. In addition, I have had to spend many hours following up what is a very simple query.