THE MOST UNPROFESSIONAL SERVICE ENCOUNTERED

I RESERVE ALL MY RIGHTS IN ITS ENTIRETY This is my second e-mail to yourselves as there was no response from the first I am writing to express my profound disappointment and frustration with the level of service I experienced during my recent journey with Air France. I believe it is essential for your organization to be aware of the extensive inconvenience and emotional distress I encountered due to the cancellation of Flight [Flight Number] on the 12th of [Month] at 11:45 AM. To summarize the ordeal I endured, I had to endure a series of unfortunate events that began with an excessively long wait in an airport that was unreasonably cold for over three hours. The situation escalated when we were informed of a delay, forcing passengers to endure further discomfort while standing and waiting to board. Despite being reassured that the flight would eventually depart, we were ultimately informed around 1:45 AM that the flight was cancelled, and we were required to collect our luggage and seek accommodation. The subsequent challenges I faced were distressing. As a result of inadequate time to research and book a hotel, I had to rely on the kindness of strangers for assistance. The emotional toll of the situation, combined with the uncer*****y of finding transportation to a hotel, was incredibly stressful. I did not secure accommodation until 3:35 AM on the 13th September 2023, and by that time, I was fatigued and hungry. Furthermore, I was forced to check out of the hotel at 11:00 AM the same day, leaving me stranded in the hotel lobby until 4:00 PM, when I could proceed to the airport to queue for luggage check-in. This extended period of waiting in unfami**** surroundings added to the overall traumatic nature of this experience, which was particularly taxing for a 63-year-old woman like myself. It took me five days to regain a semblance of normalcy after the physical and emotional toll that this journey imposed on me. Such an experience is entirely unacceptable, especially when considering the significant inconvenience and distress it caused me. I understand that unforeseen circumstances can sometimes lead to flight cancellations, but I firmly believe that Air France should have handled the situation more effectively. As a loyal customer who has chosen to fly with Air France airline on numerous occasions, I expected better service and assistance during this trying time. Now on the 08th October 2023 I am wanting to change my flight, and this has now become another challenge and I am unable to get flight details on line in order to do this, and am told that due to the original flight cancellation, it is not possible to log in to the website with either the original flight details or the changed flight details. for return back to South Africa I kindly request that you take the following actions to address my situation seriously as not only is this a further inconvenience to myself but has also caused further costs in having to make international calls to sort this problem out to no avail.

As was requested by Air France, compensations will be handled with the utmost respect and efficiency, this too has not happened . Not even a courtesy email to acknowledgement that my concerns were received. The lease that is expected from an international flight company as Air France :- 1. Provide a detailed explanation of the reasons for the flight cancellation. Offer a sincere apology for the inconvenience and distress I experienced. 2. Review and improve your communication and customer service procedures during flight disruptions. 3. Providing full compensation as a gesture of goodwill for the physical and emotional distress I am still enduring I trust that Air France will take this matter seriously and respond promptly. I value the reputation of your airline and sincerely hope that my feedback will contribute to improving the overall customer experience. Please respond to this e-mail within 12 hours of receiving it, and feel free to contact me at [+***14] or on both the following email addresses [*** / *** ] Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution. Sincerely, HESTER HERZFIELD