Air France - Book a flight 4+

The “Scan Document” feature has no “Scan” button. Also…

Firstly, I was unable to enter a second passport’s information correctly using the app. I ended up having to log on to the actual website. Mind you, I have been a member of Flying Blue for two decades, and had both passportd keyed in twenty years ago. Why did your system delete a whole second passport from my account?

Returning to the app, I was prompted to add an image of my passport. It took me a moment to figure out why the scan screen partly grays out the actual window— you don’t explain positioning to the user anywhere. And worse: post-scan, I now see that the app has entered my name completely misspelled! So I had to correct that… Another minute of unnecessary frustration.

Lastly, I must mention: my one current booking, although listed on the app, is missing from my AirFrance account in the browser window of the same account. What’s even more disturbing, despite entering the booking number several times onto the website, AirFrance refuses to recognize its existence, which I find troubling. (And yes, I typed the capital “O” correctly— why you put “O”s into a booking number instead of a more sensible zero “0” is frankly unintuitive!)

Developer Response ,

Hello and thank you for your feedback. We're really sorry to hear that you didn't have a good experience with our application. Our mission is to provide excellent customer experiences. We have taken your comments into account and will endeavor to make improvements accordingly. The Air France Mobile team.

No flight status notifications & needs accessibility improvements

I booked a flight online before downloading the app. After I signed in, the app was able to locate my tickets & show me all the info such as flight times & terminal. The first issue is what seems to be a disconnect between my bookings & flight status tabs. For some reason, the app isn't setup to simply show me the flight status for my next flight. I actually have to perform a search to find my flight. Even worse, if I close & open the app, I have to repeat my search. Google search or a flight status app will do this & much in a more convenient way. The entire point is for customers to download the Air France app so all the info is available at my fingertips.
Another issue with the flight status, is that the app does not give me a notification that my flight time has changed. The only notification I got was that boarding will begin soon, & it was based on the original departure time, not the new time. This is terrible!!! How can the airline's own app not be able to inform passengers of a change for the departure time. This makes the app less dependable.
Last, but not least. Every image & button in the app all have the same accessibility label, "AF2023." I'm not sure why. There is no connection between the same label & any of the elements in the app. I hope Air France is taking a note of this & works with the app to add relevant labels to each image & button.

The worst app ever

It took me 2 hours to reset my password and get it to work. I finally booked my ticket then I get a conformation email then another confrontation email. My ticket was booked twice. I called the support line, I was told the system is down, and they asked me to call back after 2 hours. I called back the second time, their system is till down. The third time I called an employe answered me, I told her what happened and she started to laugh. I am not sure what was funny about my horrible experience. I got upset and hang up, and called back again, this time I was able to speak to a supervisor. She then voided one ticket and now I have to wait 24 to 48 hours for the refund. I could choice a different airline but I have always traveled with AirFrance, however it’s a big disappointment this time, this is has to be the last time I travel with them. Customer service is what makes a company or break it. When I choice a company, I choice them for their Belief as company and their customer service. You guys are a big disappointment, and this will be the last time I will travel with you. I hope you technically improve your website/ app and so as your customer service skills... most of client pay extra money to be treated good or at lest right. BTW this the first time that that I review an app or a service ! You can only imagine how horrible my experience was.