Review Insights · App Store
Air France - Book a flight
Societe Air France S.A. · 82,365 ratings · ★ 4.8
4.8
★★★★★
82,365 ratings
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Top complaints - extracted from 56 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"flight"
12 negative reviews mention this · 21% of all complaints
★★★★★ "App has gotten worse. Can’t book multi city reward flights anymore, just one one way flights unless you pay cash." - Vashonm
2
"france"
12 negative reviews mention this · 21% of all complaints
★★★★★ "This airline is a fraud. I am extremely disappointed with my recent experience with Air France. For the second time, two of my luggages were damaged during my flight. I immediately went to the front desk at LAX as soon as I landed and filed a complaint in person. I…" - emmanuele22
3
"experience"
10 negative reviews mention this · 18% of all complaints
★★★★★ "Wouldn't let me sign in to the app to check into flight. Horrible experience, as most apps do when need to sign in it asks for my email and password. So I type in my email and password and it tells me I need to check my email for a confirmation code. When I type the code into the boxes it says it…" - Mr. creteak
4
"flights"
9 negative reviews mention this · 16% of all complaints
★★★★★ "App has gotten worse. Can’t book multi city reward flights anymore, just one one way flights unless you pay cash." - Vashonm
5
"check"
9 negative reviews mention this · 16% of all complaints
★★★★★ "Wouldn't let me sign in to the app to check into flight. Horrible experience, as most apps do when need to sign in it asks for my email and password. So I type in my email and password and it tells me I need to check my email for a confirmation code. When I type the code into the boxes it says it…" - Mr. creteak
6
"work"
9 negative reviews mention this · 16% of all complaints
★★★★★ "app and website frequently broken. Their backend systems are notiously horrible, personally makes me use other airlines instead solely to avoid the 50/50 of whether their systems are working or not" - Savior of A.S.
7
"airline"
9 negative reviews mention this · 16% of all complaints
★★★★★ "app and website frequently broken. Their backend systems are notiously horrible, personally makes me use other airlines instead solely to avoid the 50/50 of whether their systems are working or not" - Savior of A.S.
8
"service"
9 negative reviews mention this · 16% of all complaints
★★★★★ "Poor service. It’s a shame you are charging for WiFi when you’ve posted or advertised free WiFi, also selling economy seats." - 0 15%!!
9
"terrible"
8 negative reviews mention this · 14% of all complaints
★★★★★ "Wouldn't let me sign in to the app to check into flight. Horrible experience, as most apps do when need to sign in it asks for my email and password. So I type in my email and password and it tells me I need to check my email for a confirmation code. When I type the code into the boxes it says it…" - Mr. creteak
10
"website"
8 negative reviews mention this · 14% of all complaints
★★★★★ "app and website frequently broken. Their backend systems are notiously horrible, personally makes me use other airlines instead solely to avoid the 50/50 of whether their systems are working or not" - Savior of A.S.
11
"been"
8 negative reviews mention this · 14% of all complaints
★★★★★ "This airline is a fraud. I am extremely disappointed with my recent experience with Air France. For the second time, two of my luggages were damaged during my flight. I immediately went to the front desk at LAX as soon as I landed and filed a complaint in person. I…" - emmanuele22
12
"trying"
8 negative reviews mention this · 14% of all complaints
★★★★★ "System Error. App doesn’t work as well as the website. Been trying to look for a flight using my miles but it won’t let me get through. I am hesitant to transfer my points since app & website will not work. One more thing customer support is so hard to c…" - JG 220
📋 All 56 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
App has gotten worse
Can’t book multi city reward flights anymore, just one one way flights unless you pay cash.
Wouldn't let me sign in to the app to check into flight
Horrible experience, as most apps do when need to sign in it asks for my email and password. So I type in my email and password and it tells me I need to check my email for a confirmation code. When I type the code into the boxes it says it's wrong even when I double check to make sure it's the right on multiple times. So I try a different email and it does the same thing no matter what even if I send a new code or put my phone number in or use my flight number. Extremely frustrating I even tried to sign in on multiple different devices. Worst app i've ever tried signing in on. Absolutely terrible.
app and website frequently broken
Their backend systems are notiously horrible, personally makes me use other airlines instead solely to avoid the 50/50 of whether their systems are working or not
Cannot check in 2 people on app or view second boarding pass
I booked two tickets on a flight, but the app only lets me check in for my own, there is no option to do so for my wife’s even though the notification still only shows 1/2 checked in. Annoying, but at least I could do it online (but not on the mobile website which crashes every time I try to log in…). However now I cannot access my wife’s boarding pass on the app, and cannot add it to Apple wallet. Extremely frustrating to be dealing with in the lead up to a flight.
Terrible pass word reset
Process to reset password is absolutely terrible, filled with glitches
App is otherwise good
App is otherwise good
Confusing refund request
Can’t request refund or cancel Real time. Have to submit a request then wait on their approval. Other airlines can tell if refund will be approved process immediately.
Asinine Design
Can only verify via email but the email takes longer to send than the time it’s valid for. Tried to submit feedback on the app but the chat box suddenly didn’t have an “enter” button to send what I typed. There’s no way to change the language on the app without making an account, that I CANT MAKE BECAUSE THE EMAIL PIN DOESN’T WORK.
Cannot even register
I have never used an app that actively makes the process just to register intentionally buggy, verification pins dont work, simple steps lag, multiple devices. Absolute dogwater app and dev team, QA needs to step up, simple things like this are inexcusable from a company this large.
Booking flights with miles never works. NEVER!
When an airline uses technical debacle to deter customers from booking flights with miles…
Completely useless for online check-in
It only tries to send me to their website for check-in, it doesn’t work there, so I am offered the helpful option of downloading the app to check-in from it. And guess what - it doesn’t work.
Poor service
It’s a shame you are charging for WiFi when you’ve posted or advertised free WiFi, also selling economy seats.
App sucks
Unable to checkin in the app. Got an email that i can check in and it went blank when redirected to app for check in.
Disappointing Experience
Terrible service. My luggage was broken, and the airline made it nearly impossible to receive compensation. Very frustrating and disappointing!
This airline is a fraud
I am extremely disappointed with my recent experience with Air France. For the second time, two of my luggages were damaged during my flight. I immediately went to the front desk at LAX as soon as I landed and filed a complaint in person. I was told I would receive a call within 2-3 weeks regarding the resolution.
A full month later, instead of receiving assistance, I was informed that my case had been closed because I “filed it too late”, which is completely untrue. I reported the damage immediately upon arrival at the airport.
The lack of accountability, poor communication, and dismissal of legitimate claims is extremely frustrating. Having luggage destroyed once is unfortunate; having it happen again and then being denied support is unacceptable. I expected better customer service and a more professional handling of baggage claims.
A full month later, instead of receiving assistance, I was informed that my case had been closed because I “filed it too late”, which is completely untrue. I reported the damage immediately upon arrival at the airport.
The lack of accountability, poor communication, and dismissal of legitimate claims is extremely frustrating. Having luggage destroyed once is unfortunate; having it happen again and then being denied support is unacceptable. I expected better customer service and a more professional handling of baggage claims.
Seats options
I booked me and my brother 2 seats next to each other from Paris to Detroit. And when we checked in. They gave us 3 different seats away from each other. It was really uncomfortable and inconvenient
System Error
App doesn’t work as well as the website. Been trying to look for a flight using my miles but it won’t let me get through. I am hesitant to transfer my points since app & website will not work. One more thing customer support is so hard to contact.
Stop the ads
Advertising push notifications are still coming through, even though they are turned off in the app settings. I only want notifications for flights, but will now disable ALL notifications because of this idiotic oversight. Extremely invasive.
Inconsistent
App and website doesn’t work properly on a consistent basis (will load forever, deny payment, block your own seats, etc). Keep trying, it will eventually work (whatever you’re doing) but highly disappointing considering the size and profit margins of the company.
Takes so long to load I was able to graduate by then
I tried logging in, waited 10 minutes for the screen to load, they had to send an email to my pin, waited an additional 5 minutes for that, then said “sorry! Technical error!” EXCUSE ME? In all that time wait for it to load I could’ve use it more efficiently and done something else.
Worst airline to travel with
This was a mistake will never again travel with this airline ever again. Flight departure delays, very bad equipment, one of the flights I never had any power supply in charging ports. Airline is decades old stinks. The food is bad and the staff are not courteous. Horrible experience with my baggage it was damages and the claims for flight delays and baggage damage were horrible. And cost of additional check in bag is horrendous they charge $230+ for blr to Rdu via cdg $120 per leg for 1 additional checkin. This is daylight robbery. I got scammed by this national carrier.
Bug: Log-in Does Not Work
Useless app. It is not possible to log in to check in or view your flights. On the login screen, when you enter your email address or Flying Blue number and tap “continue,” nothing happens. The app displays a spinning circle that never stops. If you then tap “log in with password instead,” after you enter your email address or Flying Blue number and your password, you can’t even tap “continue” because it is grayed out and the spinning wheel is displayed and never stops.
You can’t even provide feedback using the “feedback” button on the right of the login screen. You can respond to the chat prompts regarding your feedback, but when you enter text into the text box where you are supposed to describe your feedback, you also cannot submit your feedback because there is no “submit” butting, and tapping the check mark or tapping the return key on your keyboard also does nothing.
You can’t even provide feedback using the “feedback” button on the right of the login screen. You can respond to the chat prompts regarding your feedback, but when you enter text into the text box where you are supposed to describe your feedback, you also cannot submit your feedback because there is no “submit” butting, and tapping the check mark or tapping the return key on your keyboard also does nothing.
Had to buy ticket twice
My 12 year old girl was listed as a male in there system but in my ticket she was listed as a female and we called Air France and they didn’t do anything and they told us we have to buy another ticket for $600 dollars and my friends experienced the same thing! Never flying with Air France again hate it
Horrible App
For a world class airline, this is a horrible app. It constantly glitches. I’ve been trying to purchase a ticket and it’s keeps freezing. This is such a disappointment. I think I’ll just use online service from now on.
Unusable App
This app gets constantly stuck. I updated my iPhone and updated AF app. I decided to book my flights with another airline that has a properly working booking app. AF you should be ashamed. Further when I try to look up flights I am unable to see my booking class (P, W or A) anywhere.
Help with App
I attempted to create an account on the app using my email as the user name. I have never flown Air France, and the app claims my email address is already being used. How? When? Please advise!
Terrible Buggy Eperience
Doesn’t properly load pages and repeatedly throws errors when trying to change a flight. The same issues exist on the web version, which suggests a broader system failure. When customers can’t use basic features, automated phone responses simply push them back to the app or website, and access to live representatives is effectively blocked. After spending 50 minutes on hold, I finally reached a live representative who took my name and booking number-and then the call dropped. This degrades what had been a multi-year positive experience and erodes customer trust. This is a huge operational failure for a premium airline.
Worst customer experience
Our flight to AF136 has been delayed 3 hours (so far) and we have received no communication (sms or email) from Air France even though the info was know by AF personnel well in advance. If you had the terrible experience of bags checking + weighing cabin luggage -privilege only reserved to AF flyers!- you get the feeling that AF is doing everything they can to push us in the arms of United (T1) or American Airlines (T2A)(which enjoy terminals that are way less chaotic the T 2E (2E both ways -departure and arrival- must be one of the worst I know).
Discount code
I entered the discount code and it didn’t work.
Constant glitches, Unreliable Widgets, Zero attention or care when it comes to user experience.
For an airline of Air France’s size and revenue, this app is shockingly unreliable. The widgets don’t work, they don’t update, and they often fail to load any flight information at all. I’ve updated the app, added flights, restarted my phone, nothing changes.
And the issues aren’t limited to the widgets. The app itself is buggy and inconsistent. Flight details don’t refresh properly even with all the correct settings enabled: Background App Refresh on, Location set to Always, notifications allowed. It still behaves like an app that hasn’t been tested in real conditions.
This isn’t a minor inconvenience, it’s a clear sign of where Air France chooses not to invest. A company that prides itself on premium service shouldn’t be delivering a digital experience that feels this cheap and neglected. If they want to be taken seriously in 2025, fixing their app should be a priority, not an afterthought.
And the issues aren’t limited to the widgets. The app itself is buggy and inconsistent. Flight details don’t refresh properly even with all the correct settings enabled: Background App Refresh on, Location set to Always, notifications allowed. It still behaves like an app that hasn’t been tested in real conditions.
This isn’t a minor inconvenience, it’s a clear sign of where Air France chooses not to invest. A company that prides itself on premium service shouldn’t be delivering a digital experience that feels this cheap and neglected. If they want to be taken seriously in 2025, fixing their app should be a priority, not an afterthought.
Unusable
Can’t log in, can’t captcha, can’t reset password. Wasted 30 minutes just trying to log in. Piece of absolute garbage. Avoid.
bag handling ),:
beyond challenging to get in touch with customer care
Review
Very bad experience with customer service over the phone
I keep asking the same question- your rep never answers
Terrible service
Numerous ridiculous bugs
I went into checklist for my booking where you provide your passport, phone number (for us gov), entered everything, but when I edited the phone number, they wiped all the info I had entered. This app is developed by very incompetent individuals. I wouldn’t trust them to guard a tree.
Racism
Avoid This Airline - Terrible Experience at Charles de Gaulle
This was the worst airline experience I’ve ever had. At Charles de Gaulle Airport, Air France staff appeared to select people for secondary screening based on their country or race rather than randomly. It was discriminatory and unacceptable. I will never fly with Air France again.
This was the worst airline experience I’ve ever had. At Charles de Gaulle Airport, Air France staff appeared to select people for secondary screening based on their country or race rather than randomly. It was discriminatory and unacceptable. I will never fly with Air France again.
Scammers
Don’t fly or use their services they are garbage so cheap company they don’t refund tickets as soon as they get your money that’s it what ever reason you going through they care about your money this is it
Awful App
Just copy Delta’s app this is a joke
Wrongful advertising
Ticket advertised for 93k points. I transferred from American Express 93600 points. 1000 Amex to 1200 Blue. After trying to do the purchase the price went up to 94000 points at that point a need 400 points and I have to transfer minimum of 1000 points and I did not it did not show on my app even after I logged out and in again so I transferred and additional 1000 points now I wasted 2000 because of the false advertising you had. While doing the booking the cost when from 94k points and $428 to over $850 and more points all that because I chose a seat and added a bag, witch I’m going to get regardless after getting to the airport if I paid more or not. Blue is not user friendly and at this point I’m hopping that things would go smoothly from now on.
Frustrating App
I tried to enter my correct birthdate six times, so I could check in, and each time the app changed it to the same incorrect date when I hit Save. So I was not able to check in with the app. What a pointless app.
Air France unable to retrieve itinerary from Abidjan to Boston
Air France employees at Abidjan airport were not trained enough to access our reservations to Boston in a timely manner. For that reason we couldn’t make our flight to Boston and had to pay an extra hotel night and spend and entire day in Abidjan. Your staff at Abidjan airport were mostly concerned about going home for the night rather than taking time to check us in. I am truly disappointed with this kind of service. This has caused me a alot of emotional and financial distress.
Worst
Worst app ever
Not able to change the seat for the second person
Not able to change the seats
In-flight WiFi Unavailable
Both directions I had NO available in-flight WiFi. If there would have been some form of compensation for the inconvenience (like a drink ticket) I would have been on. But yikes! Nothing except a text message saying sorry for the inconvenience. Part of why I booked with them was because it’s advertised that the WiFi is available to members.
Difficulty to book flights.
Won’t let you book flights for family with your credit card unless you traveling also, only solution offered was to go purchase in person at the airport.
Delay, seat change etc.
Use to enjoy flying Air France until a recent flight experience with a two hour delay and an unexpected seat assignment change.
Seat change
While checking in, a page popped up to show me my seat. I hit continued, only to be told my seat had been changed. No chance to go back to undo that.
Trash air line
You pay for everything! Never again!
Tired
Tired of getting robbed and screwed by Air France and partners
Award search unavailable
Is there any reason why award search toggle just disappeared without secondary option to search for awards on the app? Is that no longer an option?
Booked flights visibility
I have Gold status with Flying Blue, I fly frequently, and there is always the issue that my future flights do not show at the Air France app. I have to call Flying Blue and ask them to make my flights appear on the app. Customer service always says all the information is correct, but the problem keeps happening.
+ 6 more in the clipboard copy
Sentiment summary
95%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)