Hello everyone,
I just wanted to share our story of a flight delay on our way back from vacation for 24 hours in CDG, Paris, flying with AF. I know many people are concerned by transiting by CDG, so I decided to share this.
We arrived to CDG on July 10 (surprisingly on time) from Napoli after a 3.5 weeks vacation in Sicily and Sorrento. Our flight arrived at 15h10 and the next flight was at 16h25 to Canada. It took some time to pass controls, as they basically walked us out of the airport and then in again because of construction. Arrived terminal 2D departing terminal 2F. We still had time to do everything and pass the passport and security controls. Security controls move slowly, but there is an accelerated line where CDG employees direct you if your connection is short.
Fortunately we knew that our flight was delayd to 18h30 as we consulted the information screens right off our first flight. So, we didn't rush.
arround 16h30 we were informed of the reason of the flight delay: the engine of the original aircraft B747-400 was not working, so our plane was replaced by a spare plane wich had to be rearranged and prepaired for the flight. At the time of the boarding arround 17h45 we were told that the flight was delayed further for 15-30 min because the plane was still not ready.
Arround 18h30 the pilot came out and together with another manager they explained reasons for additional delays due to entertainment system not working and unable to make it to work.
As the passengers got more impatient (I have to say that French people didn't hide their frustration and were really upset and told us it was always same inefficiency and incompetency. They were really raw in the comments.
In any case, the boarding started at 19h15 after passengers expressed that they could live without entertainment. It was decided that it would be repaired during boarding.
After the boarding was completed, it appeared there were a double seating problem because the new airplane was a bit different model and seating. It took about 1 hour to negociate and 1 passenger finaly accepted to take another flight, his bags had to be removed.
Arround 20h30 when the plane was leaving the gate, the pilot announced that they just got another problem in cockpit with one of the equipments. He requested a derrogation to have the authorization to fly anyway, but this would take time and he didn't have much hope for this to be accepted. He followed the procedure, but at that point was really not very enchanted to fly, since everything went wrong on that day.
In any case after he announced this and got the ok for flying, a few passengers just requested to get off the plane because they felt unsafe to fly and the rule is everybody has to get off and get the luggage. It was 21h30 when they let us off the plane and to get to AF desk to get further information.
We were among the first passengers to get in the line at the AF desk at CDG. There was a chaos. It was obvious that emplloyees didn't know what to do for at least 1h30 min. The microphone didn't work for announcements, and they didn't get any steps to follow.
A few passengers with moving problems and children were screaming and asking for a manager to come. The company sent someone to explain the situation, which could only be done after 1h30 min waiting.
Despite of very crude comments on employees by the travelers, we remained calm, even if our 3 years old was exhausted. I traveled a lot for business and happen to know that in those situations not much can be done fast. Many employees looked really frustrated too, exhausted, and completely overwhelmed with the situation. We learnt that they had about 4 flights cancelled that day and had to find alternate flights and accommodation for all these people. Many of them accepted to stay many hours later to help. So I didn't feel like insulting them would help the situation or fix the problem.
In the mean time we also got exhausted and the child started to lye down to sleep. I took him in my arms and continued standing there in front of the counter. My husband got in another line to make sure we get an accommodation.
Finally at 23h00, we got an explanation that it was impossible to relocate passengers on other flights because all flights were full, so it was decided that a new or a repaired plane will be set up for the day after 13h15 (1:15PM). The accommodation and transportation would be provided by AF.
We were 3rd in the line, so we got our seats rebooked on the next day flight and got 2 rooms for 3 of us (didn't have triple rooms, so we got 1 single (which happened to be a double too) and 1 double rooms next to each other voucher and a voucher for the breakfast in a Sofitel Defense in Paris business center. We were not given a voucher for the dinner as it was too late for that to organize for a group. However I was given a form to claim expenses from AF and told that may be they will refund me. We were directed to the shuttle bus through the airport and got on the bus. The airport was empty at that time and employees and security on our way people knew already the issue and were sympathetic, and provided directions to the bus. AF would take care of transferred checked luggage.
Well, when we arrived to the bus the bad news were that we would have to wait for all passengers going to Sofitel from our flight which were still in the line, and it didn't move too fast.
We felt lucky however, as we could seat on the bus and use curtains, so the child could sleep on the seat. We also felt very exhausted by at leat taken care of. The driver was really nice and sympathetic and we could chat with him and other passengers. Some passengenrs were stuck for 3 days there because they were rebooked on our flight and our flights got cancelled.
Because all the process was very slow and passengers arrived bit by bit, some people decided they waited enaoug and took a taxi to the hotel. 8-10 people. The driver got impatient too because they wake him up and he was told to wait with not too many instructions. He called the AF rep who came to count us and told it has to be 53 people and we were 37 waiting. Because no other passengers arrived (probably got lost or took taxi), it was decided to take us to the hotel and the driver to come back for others.
We got to our rooms at 1h30. The rooms were really beautifull and had a minibar. I also left my info at reception to be able to use the room service. Everybody at the hotel was nice. The room service guy told me he was alone, so it would take up to 30 min to get our meal. He came 15 min later. The food was good and we could eat. As the child was sleeping, it was not a big issue for us to wait. The hotel informed us that another bus will take us the next morning around 10h00 to the airport, and they would let me know for exact time.
I woke up at 6h30 as I couldn't sleep anymore. Husband and baby called me at 7AM and we were ready for the buffet breakfast. So, we went to the restaurant. The breakfast was great (in American style, not typical French, but very good). The reception called me to confirm the appointment at 10AM with the bus. All 53 people were waiting in the hotel lobby. Finally the bus arrived 1 hour later: the first bus got broken, so another bus was sent. The driver was in a really bad mood, another guy, he wanted to force everyone to put the carry on bags down the bus. Even if people told him it was a purse. I didn't leave my bag, and just ignored him, and told I keep it on my knees. He then jumped on other more impressed people and yelled at them.
When we departed the hotel the driver took the bad road as he thought he was driving us to Orly. Fortunately we realized and explained we were going to CDG.
Upon arrival to CDG, this is where the mess started. We checked our flight at 13h15 and were directed to a far end gate in another building 30 min away. As we passed security and arrived to that remote gate most people went food shopping and to toilet. I would not have peace of mind before ensuring we were ok. So, I arrived to the gate and there was a mess with the flight (overbooked) and flight almost started boarding. Agents were busy. I insisted to talk to an agent because we could see that the new airplane was an Airbus instead of a B747 so our seats didn't correspond. While she was very irritated with other issues she accepted to check info for me. Then, she tells me, Madam you are at the wrong gate. Basically there were 2 flights to Montreal at the same time. I started to panic because wewere at the other end of the airport and with a child. She was not particularly nice, but I begged her: "We are with a small child, please, help us, we already had a 24h delay". She looked at me and said, ok, yes Madam I am going to help you, don't worry I will arrange you an emergency shuttle. She made a couple of phone calls and set up a guy waiting for us at the door to transfer us.
While we walked back to the terminal door we encountered other passengers from our flight, but not all who were on the original shuttle. We took everybody present with us. The AF employee after fighting and yelling with a shift supervisor got us a shuttle and we went back to our Terminal. Unfortunately we had to pass the control again in the fast line but it was moving very slow. In any case our flight was delayed because it was not ready and passengers were still missing when we arrived.
Finally the flight was ready at 14h30 but 10 passengers missing, only 2 with checked luggage
Topic Closed
I'm afraid I would have turned into an big UGLY.... 
you name it and it would have been me. Thanks for a good example on how to behave with grace and style.
to get through such an ordeal.
