The week before I left France to return to Minnesota for
Christmas, I posted an article entitled I’ll Be Home For Christmas…I Hope. It was actually a Monday Memory article that I had
written the year before when I wasn’t sure if I would get home due to “French Bureaucracy” issues. I felt a little smug writing it because I knew that this
year I had it going on and there wasn’t going to be a single problem. I had all
my cards, papers and my ticket set for December 19th. In actuality,
I arrived at the Minneapolis airport at 2:30 p.m. on December 24th. Next time I get all smug, would
somebody please remind me what country I’m living in?
Yes this is a rant…it’s my blog and I can do what I
want!
On Saturday the 18th when I wasn’t able to print
my boarding pass, I tried to call Air France to find out what the problem was.
After 2 hours on hold I was simply disconnected. I tried again and the same
thing happened after an hour and a half of twiddling my thumbs. I called the United States KLM (Air
France, Delta and KLM are all partners and I use all 3 to get to Minnesota)
customer service number and they informed me that there was a snowstorm in
Amsterdam and flights were being cancelled. Hey, I get snowstorms! I’m from
Minnesota. So they rebooked me…through Paris. But they said Air France insists
that you go to the airport tomorrow to validate this ticket. We don’t know why,
but they insist.
So Sunday I took the bus to Marseille, stood in line for 3
hours and validated a ticket that was…. already validated! Okay, don’t get your undies in a
bundle, Delana. You’ll be going home Monday.
Snow in Paris Monday. Flight cancelled. I spent another 3
hours on-line with Air France. Disconnected. Website locked up. Called United
States. I was rebooked for Tuesday.
Tuesday, I arrived at the airport at 5:30 am, checked my
luggage and the ticket agent asked if I wanted to check my carry on. I said no,
I didn’t want to pay the fee for two pieces of luggage. He said, no worries,
today it’s free…because…and then he leaned forward and whispered, “the security
people are having a little strike…not to worry…but it will make things faster.
And you’d better start through that line right now because it will probably be
slower than normal”.
I skipped my coffee that I had so been looking forward to
and got in line in front of the security door. I was one of the first. And I
waited…. and waited. Finally, an announcement told us there was a “little
problem with negotiations with the security company but not to worry, the
planes would wait for us”. I sat down and began to plow through my French
novel.
We began to pile up like ice on the shore of Lake Superior
in February, everyone checking their watches and looking around for….
something. Finally, another announcement that went something like this (I was
desperately trying to translate in my head).
“We’re sorry but the this gate will not be open. The company that we hire to do security
has gone on strike and we cannot reach an agreement. This is not our fault.
It’s the fault of the security company. Everyone is asked to go to terminal 2,
which does have security in place. Everyone in the airport will be going
through security here so we know it will be difficult but it’s the best we can
do. It’s not our fault”.
What he should have said at that point is, “good luck my
little sheep. You are on your own now. Air France is no longer responsible”
The herd of sheep turned as if confronted by a pack of
wolves and made off for the other terminal. And of course, because I was at the
beginning of the line, I ended up at the end of the line at the other end.
And there, the masses waited, like the sheep that we were,
with absolutely no shepard. Air France did not organize lines according to who was leaving first, did not have an agent posted, did not give us any information… and hundreds of people were
gathered en mass trying to get through a 2 foot wide door. Oh excuse me; Air
France did start passing out water. But the only answers anyone could get from
the 2 souls in charge of making sure none of us died were, “I don’t know anything”,
or “it’s not my job”.
About one hour into that wait, les bâtards who went
on strike (after 3 days of delays because of snow and only days before
Christmas, mind you) had the nerve to march by us with their union flags.
Babies were crying, children were getting squished by the crowds and these
idiots smirked at us as they marched by. I’m getting all heated up again just
writing about it.
After several hours waiting, at first hoping they were
telling the truth that the planes wouldn’t take off and finally realizing that
even if they did wait I had now missed my connecting flight, word came through
the line, like a game of telephone, that the flight to Charles Degaulle had
taken off…. empty. As had the flight to Amsterdam and all other flights to
Paris. Empty. As did the rest of the flights that morning. Which stopped more
than 3,000 passengers in their tracks, a huge number of whom were like me; rebooked passengers just trying to make their way home for Christmas. And did
we get this word from Air France? Of course not! They were hiding.
After the debacle at the security gate I knew exactly where
to go because I had spent hours there on Sunday. The line at the
ticket/exchange desk. The line
that this day, I spent no less than 6 hours in because in spite Air France
knowing this strike was forthcoming, that had no extra people on board. So the
18 windows were manned by 5 people…. who had to listen to, console, and
exchange the tickets for hundreds of stranded passengers. Nor did Air France have a soul at their
customer service desk to answer simple questions. They did eventually pass out a flyer that said we
should just go home and go on-line or call customer service. I had already been
down that road a few times and knew exactly how it was going to work. I stayed
put.
So here’s the kicker, after becoming best friends with
several couples, playing games with their children, and breaking bread with
them (oh yes, Air France began worrying about our imminent deaths again and
handed out more water and croissants) it was my turn at the desk. Yeppers, 6
hours later! Right around that moment a group of people approached the desk on
my left and started shouting and stomping and decrying the bad treatment of Air
France who hadn’t gotten them on a plane and had ignored them too. I don’t know
where they came from but they definitely acted as if they knew this
manifestation thing inside and out. They caused such a ruckus that the riot
police arrived in full gear.
I did my part by flashing them evil looks and making nasty
gestures. As far as I was concerned, they weren’t accomplishing anything and
they could just get in line like the rest of us. And they were delaying my turn, damn it! And just as I was
opening my mouth to say to the ticket agent “please Madame, help me get on a
plane before Christmas”, all 5 people behind the Air France desk got up and
fled. They were “fearful” is what I was told. All they would say to my
desperate, shouted questions aimed at their backs was “there’s nothing we can
do. Check the website or call.”
Yeah, okay and while you’re having coffee in the back room,
I’ll just stay out here and help the police deal with the rioters. You just go
on and be fearful…go on…really, I
completely understand. And then I’ll call Air France who will be happy to help
me! Big Weenies.
I trekked back out in the rain with all my baggage, dejected
and weary and hopped the bus back to Aix. Wet and near tears, I called the U.S.
customer service number and spent another 4 hours on hold. Air France passed me
to KLM, KLM passed me to Delta and while waiting for Delta to DO SOMETHING and
listening to the (at this point) obnoxious hold music, my friend Claire came
over and announced she was going to remove the evil eye that had obviously been
cast upon me by somebody. She
performed a little ceremony while we continued to enjoy the hold music and as we sat down for a cup of tea,
me now free of the evil eye, Doreen, a ticket agent from Delta stationed in
Chisholm, Minnesota, got on the line.
And I didn’t have to be a hard ass and “take no shit” as Claire had
advised. Doreen was from my hood. She was “Minnesota Nice” as we say and knew
all about customer service. And Doreen got me on a plane on Christmas Eve,
routed through Amsterdam, so I could see my kids on Christmas. And she extended
my ticket by 4 days to make up for my loss of time with them. All with a smile
(I could hear it), a little chitchat about places we knew in common, and…. a
result!
What’s the lesson learned here? Nothing I shouldn’t have
already known. Air France sucks.
Okay, I feel better now.