An open letter to Air France

Mrs. Christina del Balso
16 Sutton Place, #9C
New York, N.Y. 10022


An Open Letter to Air France
Service Client
TSA 6001
60035 Beauvais CEDEX
FRANCE

TO WHOM IT MAY CONCERN:

I am currently sitting in Business Class on AF183, a 13 hour flight from Hong Kong to Paris wondering what happened to the service I was expecting. Never before have I flown with any carrier even in Tourist class and received less service than on this flight. During the announcements there was no introduction of staff, they have remained in the kitchen area and we have seen very little of them. No one comes to collect empty glasses that we ourselves have filled, nor do they seem to care about our comfort level.

We were served an appalling meal shortly after getting on the flight at 11:00 am and have not been offered food or drinks since. Your literature says there is Buffet service available, but when I went to get a plate of assorted tea sandwiches (4 items on the plate), I was told that I was taking too much! Granted this was the only plate left on trolley, but I expected that more would be provided. There was a small bowl of dried fruit, almost empty, one container of dried noodles and water and soft drinks on offer. Hours later—it is now 10 hours after boarding and during that time only ONE person has come through our portion of the cabin to offer anything and that was water. We did see crew when an announcement called for passengers to fasten seatbelts. When I inquired about the sandwiches, they said they had none, but a colleague would go and see if they could find some. I never saw her again. Someone in an adjoining seat retrieved two small finger sandwiches which were slightly more appetizing then the meal we were served. Needless to say, we were more then disappointed. In the end an hour before arrival at our destination, we were offered a second meal which was no better then the first. Noodles stuck together with a congealed and unappetizing substance on top and several triangles of pale processed meat that were supposed to be pork. The three small pieces of fruit were brown around the edges and equally disappointing. The salad with two small pieces of smoked meat was the only really edible portion of this meal. I have NEVER seen food like this in business class before!

The seats, although roomy, were not comfortable. The seat backs did not recline, but rather slide down and under the seat in front. Once you have lain down you cannot get up or move without hitting the upright button - sort of like a sardine in a can. Because the back of the seat does not move you can’t lean back. You can raise the footrest but only in the upright position. This was not very comfortable for the 13 hour trip.

In fairness to the staff, when we did see them, they were pleasant enough but the difference in service levels between Air France and the other airlines we used during this recent three week sojourn were stark. (Continental, China Eastern Air and Cathay Pacific). The best thing we can say, is that we received plenty of hot towels. We can only assume that this is a money saving measure and will seriously think twice before making our next booking with your Airline.

Sincerely,


Christina & Paul del Balso
Flight #183, 23/January/07
From Hong Kong to Paris
Seats 9A & 9B