Complaint / review text:
I recently purchased 3 Air France tickets from Paris CDG to WAS United States. During my purchase of these 'aller/retour' tickets I also PAID FOR ONE ADDITIONAL BAG. I therefore took 2 empty suitcases with me to the US but upon my return, I was informed that the baggage was only for ONE WAY (despite me buying it online with my return ticket!). I had to pay $80 for my bag to come back to Paris. I was told at the Air France counter in DC that upon my next trip, for which I have already bought my ticket, I should not use the extra bag and then later file a reimbursement claim with Air France. Although I have yet to take this next flight, I called Air France to see if I could switch the extra bag from the CDG to WAS flight instead to the WAS to CDG portion of the trip. The operator, who was very dismissive of my request and concern, informed me that not only could this switch not be done, but that I also could not be refunded for this purchase which I will definitely not use.
I and my son travel at least 3 times a year from Paris to Washington DC and my plan was to use Air France as I am a loyal customer. However, after this incident and very poor customer service received when I attempted to rectify the situation by calling Air France has forced me to change from a loyal customer. This is very unfortunate because I really do love Air France but from now on, I will have to use another airline for my annual 6 plane tickets to the United States. It is sad that all of this could have been resolved with a simple change of the extra bag from one leg of my next trip to the returning portion.