Charles de Gaulle Airport / Paris Aeroport
Reviews and Complaints

Dear Authorities of Charles de Gaulle Airport,

My name is Marina Petrova, a French resident and holder of a British passport. I am writing to formally lodge a complaint about an incident that occurred on June 30, 2024, at Paris Charles de Gaulle Airport.

On that day, I arrived at the airport on flight AF 7319 from Nice, landing at 15:15. I was accompanied by my husband, who is recovering from an Achilles injury, and two young female friends of our family. We had four pieces of hand luggage and small handbags.

Upon arrival, we proceeded to the taxi station and requested a minivan due to our group size and my husband's specific needs. Despite there being no queue and two available minivans, the lady working as the taxi assistant refused our request in a rude way with her voice raised on me.

When I asked for assistance, she demanded to see my husband's disability card before providing us with a special vehicle. This request was not only unnecessary but also lacked basic compassion and humanity.

When I inquired about her name, she became extremely agitated and started shouting that four people do not constitute a group and insisted we use a normal taxi. I took a screenshot of her to report the incident, which led to male taxi drivers defending her and attempting to seize my phone.

I urge you to review the CCTV footage to corroborate my account. Due to the escalating hostility, my husband had to escort me back inside the terminal, where we subsequently ordered an Uber minivan. This incident left me deeply distraught, and it has taken me six days to compose myself enough to report it formally.

I request a thorough investigation into this matter and appropriate action against the taxi assistant and the drivers involved. The behavior we experienced was completely unprovoked and unacceptable, leaving me in tears and fearing for my safety.

Please respond to this complaint with details of the investigation.

Best regards,

Marina Petrova

On June 21 2024 I was waiting in line to board my flight AF8416 CDG-FOR.

Just before the line split into the different boarding zones outlined by the ribbons, I entered what I thought was my zone nr 5 (indicated by the sign at the right.

I was stopped by an attendent who only spoke French, but he explained (for what I understood) that this was the wrong zone and I had queue up again, which I did. He then started to say more things in French a commanding, descending manner, butI did not understand a word so I politely asked whether he spoke English, to which he replied "No English", after which he shrugged and went back to watching his phone (rather then guiding the crowd which believe why he was put there).

When my line started to move, he physically blocked me from entering between the ribbons (of what this time absolutely was nr 5) and said in suddenly perfectly clear English that he was not going to allow me to enter and commanded me to go back and wait until all other passengers had boarded. I asked for an explanation but just pushed me aside to allow other passengers in. I then asked to see his boss and went to see the lady at the check-in counter to ask for help. She called him in to explain, he claimed I had been trying to cut the line. Which I hadn't and which he would have known would have been doing his job instead of looking at his phone.

Then for some strange reason the lady in charge asked me to apologize to him because otherwise I would not be allowed to fly. Which I then did, obviously under pressure, after which she told him to allow me to enter.

The experience was totally Kafkaesque, I had the clear impression that the guy, judging from his tone and body language, was tempting to lure me into a physical fight and I felt extremely unsafe.

I have no clue why a subordinate would lash out at passengers like that who in the end are his customers paying for his salary, but whatever the reason, he was clearly not fit to do his job.

From what I could make out on his name sign it was something like Micham Belayachi (I could not read very clearly and probably have a few letters wrong).

16/6/2024 Time: 00:30 Good day.

My 2 daughters are currently touring a few countries which included Paris. Their scheduled flight was at 07:15 to Barcelona. Due to no transport being available that early in the morning to arrive in time for their flight they decided to wait at the airport Terminal 2 (B, C & D area). When they arrived at the airport at 23:00 on 15th June, they noticed alot of homeless people sleeping at the airport and who seemed intoxicated. They called us in South Aftica and were so upset and felt unsafe and exposed. The homeless people started to target them because they were alone and female, and tried to take their cooldrinks from them at around 00:30; they started arguing with my 2 daughters. If there weren’t 2 male travellers in their vicinity then, they probably would have been attacked and harmed in no uncertain terms. Which airport do nót have security! This is completely unexceptable of CDG. Your earnest and soonest response to this situation and prevention of future incidents as these are of the utmost importance.

Legal action might be the next step for people exposed to these type of harassment.

Hearing from you soonest.

Kind regards

This incident happened on May 15, 2024 at around 6:20am. I provided a review which also goes into depth about this situation. I am truly appalled at the way my Fiancee and I were treated by 3 staff members at CDG airport. We had travelled to about 4 different countries and varied regions (including Nice France) in the past few weeks and were on our way to Naples. My fiancée was told that he needs to seperate his toiletries into 2 bags. After tearing his bag apart he did what was asked of him. Than they proceeded to tell him he can only bring one bag. We asked why, because this has not been an issue at any other airport on our trip. The woman responded by saying it is a rule in France, we explained we had gone to other airports in France this trip and it was no problem. Than she changed her answer to “it is a rule specific to Paris”. We explained we had no idea and would pay extra money to take our toiletries on the flight as they were important for us to have. This woman proceeded to get a male staff member who proceeded to tell us it is the rules only 1 toiletries bag we explained we understand however we are now trying to pay an additional price to take our belongings on. This male got another woman who quickly scoffed at us and said no than left. Next he got a supervisor who was also a woman. She proceeded to grab one of his bags (without asking which one we would like to keep) and put it in a parcel. We asked her if we could sort our items because the bag she took had more expensive products such as a Gucci perfume, sunscreen, and more important items. She refused to let us sort our own belongings and proceeded to take the parcel away from us. We asked her how we can retrieve this since we have to go in a connecting flight from Rome to Naples immediately. She kept saying it will be in Rome despite us begging her to send it to Naples since we would not have time to grab it in Rome due to our next flight. She also gave us no ticket or slip of any sort to prove the parcel was ours at the next airport. We asked her again if she could help us, she than said “I can not help you, I need to get to work”. We than lost over $200 dollars worth of items. I’m not sure what staff they chose to hire at this airport for security but the supervisor we had to work with was one of the most disrespectful people I have encountered and I firmly believe there should be some consequences for her actions and words as well as a reimbursement for us or have the package sent to us. We are from Vancouver BC Canada and would appreciate at the least it be sent there. I have noticed many other appalling complaints by this same airport it is evident if it has not already it will deeply affect this airport’s credibility. I personally will never fly out or to this airport again as I do not appreciate being uttering disrespected from staff. I have descriptions of all staff I spoke with and am more than happy to pass along the information to someone in a higher position.

I am Mrs Dalila Mekhaldi from the UK, l am the daughter of Mrs Fatma Mekhaldi who traveled today 6/3/24 via Paris CDG airport from Birmingham (Uk) to Oran (Algeria).

My mum is an old lady (67 years) and speaks only Arabic that’s why l am complaining on her behalf.

My mum traveled on her own on a wheelchair with Air France today from Birmingham’ to CDG Airport (flight AF1565). She had 2 paid checked-in luggages (23k), and a hand luggage (11k), which was taken (for free) by the assistant at the airport with the rest if her checked luggage just to help her because she was on wheelchair.

Her first flight was delayed hence she missed her connecting flight from CDG to Oran (AF1530). Therefore she was booked by Air france on another flight with Air Algerie at 6.50pm.

When she went to register for this second flight, around 6pm, the employee in charge (a black lady, unfortunately my mum can’t read French so she didn’t know her name) treated her in a very bad way and frustrated her, and accused her that she didn’t pay for all her 3 luggages, and threatened her that she won’t be able to get them.

Imagine an old lady who doesn’t know how to access internet to show her proof of payment (l did this for her so all proofs of payment were with me not with her), to be treated and humiliated in that way, for no reason:

- she wasn’t responsible for the delay of her first flight and hence to be transferred to that new flight,

- she didn’t choose to travel with Air Algerie who is well known for her bad customer services and loss of passengers items, and that employs this kind of rude inhuman people.

How can my mum check her luggages in birmingham in Uk without paying?

I know that you might advise me to contact Air Algerie, but my complaint here is addressed mainly to CDG airport who employs these kind of people without ensuring how they are going to treat passengers, no matter who are they, what’s their age, ethnicity, etc.

You can’t imagine how frustrated my mum was when she phoned me after arriving at Oran, because of what she experienced at CDG Airport from humiliation and then loss of all her luggage.

We used to travel through your airport in the past, me and many others of our family but we never experienced or expected such behaviour from an employee especially towards a lonely old lady!

Thanks

Mrs Dalila Mekhaldi

Mob: +44 (0) [protected]

Email:

Dalila. [protected]@gmail.com

The security checking ladies ,awful foolish people took away my 100mls water bottle .

They told me 100mls rule only apply to cosmetics .they could not even speak proper English. Very racist people in Paris airport.Im an Asian and they treated me poorly.i asked for speaking with manager and they were rude and dismissed me.i asked them if I could drink water but they refused and threw the bottle away.im sure they will take it all thesehome.

This happened ar gate K security aprind 12.45pm on 1.2.24.

Bonjour, je suis arrivée a Charles de Gaulle avec mes trois enfants, le 9 novembre 2023 et j'ai été déroutée par plusieurs de vos représentants, ce qui m'a fait prendre la décision d'acheter 4 cartes Navigo a prix entier pour les 3 jours de notre séjour a Paris. J'aimerais que la somme de 140 Euros me soit remboursée car je n'aurais jamais acheté les cartes qui étaient d'un prix trop élevé pour moi si je savais qu'on pouvait prendre le bus a 1 euro 80 par personne et 90 centimes pour mon enfant de 9 ans pour arriver dans Paris. Je me suis renseignée auprès d'une dame vers 11 heures du matin, je suis sure qu'elle se souviendra de moi car j'étais la seule personne dans la salle d'attente avec mes trois filles dans l'autogare au Terminal 3. On s'y est spécifiquement rendus parce qu'on savait que le bus était moins cher que le RER, ce qui nous a fait perdre du temps et de l'énergie après un vol qui a commencé très tôt le matin, plus avec des jeunes enfants.

Personne ne nous a non plus dit que pour le retour on devrait prendre de toute façon le bus car le RER ne sera pas en fonction le dimanche 12 novembre. C'est en cherchant comment retourner a Charles de Gaulle autre qu'en train qu'on s'est rendu compte a quel point on avait été déroutés.

I am a bristish traveller who has spent 2 days in Paris with my partner to purchase Christmas gifts of perfume.

Your staff opened and damaged every sealed box, threw my perfumes of 100ml away like it was trash, laughed in my face and to the colleagues and I was treated like a criminal...where I come from customer services and the equality act 2010 enables me to live a life without bullying harassment and treated inhumane

I am not a criminal. I am not scum of the earth, I am a human being.

Shame on Charles de gaule Airport for hiring disgusting staff who think that they can treat people like this...I will tell everyone to never shop in Paris or else the airport will take the gifts and throw them away like trash.

Disturbing and disgusting

Unfortunately, we had a bad incident, me and the family and most importantly the kids, during departure from Paris earlier this month.

at EXKI near gate 18 of terminal 1 Charles de Gaulle airport, I went with my kids asking to get water or juice on the fridge side but suddenly

The worker over there in an angry way refused to serve us while she was checking items in the fridge.

Moreover, she lied and insisted that the shop was CLOSED! And insisted that the shop closes at 9.30pm, while I know they close at 10pm and the time was exactly 9.55,

but she rudely refused and I documented what she lied about ,while she was moving toward us in an unfriendly way .

I always thought that aiport shops are family-friendly, but it proved not with the very poor representation and rudeness that we faced,

The shocking thing that the attitude took place in the most popular and touristic area in the world 'Charles de Gaulle airport in Paris'

The incident took place the night of 5 SEPTEMBER 2023.

The “gentleman“ that is responsible for checking in dogs and odd size baggage at terminal 2F this 1sr July at 17:30 is rather rude and unnecessarily unpleasant. I am presently waiting for my connection flight to Rome. My travel experience through CDG was quite enjoyable until I politely tried to ask his gentleman for his help in boarding my dog.

He was rather inpatient, dismissive and he refused to give trival information. The airline advised me to dispatch my dog no later than 19:30 in other for me to go through security, immigration and find the gate before the recommended boarding time at 20:35. This gentleman refused to listen, he wrote down for me to be there at 20:00 and immediately started talking to another passenger within 2 min of conversation. He didn’t even allowed me to explain the situation.

The time he set will give me 35 min to dispatch my dog and do all the procedures before boarding begins. The way I see, his inflexibility and poor judgment of time puts unnecessary pressure on the passenger as well as security, immigration and airline services, which will have to deal with the possible consequences of his decision.

I wonder if more passengers had problems in dealing with him. It does make a bad impression not only at him but at the airport as whole. I believe CDG should offer him some training on people skills and call his supervisor’s attention.

I wrote about this to Paris Airport and AirFrance. Hopefully they will be able to look into this matter and improve services at CDG.

We traveled on our return flight from Zurich Delta FL 8450 (code share Air France flight) depart 7:45 a.m. arr 9:10 a.m. At check in I was refused to have my wheelchair/walker delivered to the doorway in CDG after several requests. I was picked up at CDG by a pleasant female assistant who assisted us in clearing security & brought us to the Disability lounge at 2E. This is where my human rights were violated. I was brought there by wheelchair. I was made to get out of the wheelchair & sit in a chair. I had no way to go to the toilet. The only wheelchair was locked. There was no water available. The people who had sat there for over 20 minutes & asked for their transfer were yelled at and told to sit down & wait. I had to use the toilet & literally had to yell to get assistance. One attendant begrudgingly took me to the toilet to find both accessible toilets locked-no one in them. The attendant told me it wasn’t her fault. Several minutes later I begged to be transferred to my gate K31 Delta #89 departure time 11:50 am because I was about to wet myself. No one addressed the locked bathroom. I was told to walk to the bathroom-again not able. I was practically in tears. I was dismissed & degraded. The staff there led by an older staff person was bullying & degrading to the disabled people in that lounge. The other staff follow her lead by dismissing the disabled persons concerns. I NEVER was at that site allowed to use the toilet. At 69 years old to not be allowed to go to the toilet or get a drink of water is inhumane. The staff there said “we know how you feel”. They have NO idea how absolutely demeaning & compromising it is to be denied your assistance device & told to walk onto to a shuttle, go to the bathroom in essence “ without legs”. After an hour I was assisted by pleasant male staff at the K gate area who assisted me to go to the restroom & even overworked did his best to assist us. I know staff are overworked by at least 2 staff went out of their way to help us. There is no excuse for anyone especially the physically compromised to be treated as sub human.

hello

we flew yesterday from paris to tel aviv with el al

we've been putted née to gate b26. all the stores were closed. there were no water at the machines at all . no water to buy and i'm not talking about buying food or souvenirs that we didn't bought because we wanted to so at the airport.

but - leaving the passengers there for nearly 2-3 IS JUST UNEXCEPTUBLE!

To the person in charge,
I am writing on behalf of my uncle who had travelled on Gulf Air from Singapore to Paris Charles de Gaulle.
His flight was on 20th May, 9pm from Singapore.
Connecting flight was from Bahrain.
Arrival in Paris CDG on 21st May, 7.30am.
He arrived on time, clearance and baggage collection took him about 1hour 20min which is okay.
But there after he had lost his phone and was not able to contact his sister who was there to pick him up..

Until 9pm not even one person approached him to ask if he was okay. Nobody had helped him out even when he approached the airport police and no one had helped. His family in Singapore was worried and we had contacted Singapore and Bahrain airport to find out about his whereabout and they confirmed he did take the connecting flight. But even after so many calls, not even one person answered the call to help us through. Never in my life would I or my family would ever travel to Paris through CDG! WORST SERVICE

I was one of the passangers impacted by the fire at Terminal F2, and was detour to Gate L to go back to F2, I need iit to do controls and border again even though I just got off thr plane and was not leaving the airport just getting a connection fly!

When I got to borders controls I ask a boy with a red vest that says information if there was a way to help cause my flight was in 30 min and the line was too big, this boy was super disrespectful and told me in a very high tone of voice there was no prioritization so I tried to explained him I was one of the passengers impacted by the fire and a this point he came very close and started yelling in my face: Fire, Fire several times. I immediately told him to back off and never put himself right in my face again this was disrespectful and unprofessional. He behaved like this to other passengers and that is why I feel important to report it. I dis not got his name but he is dark hair, wears glasses, skinny and not very told.. if this hepls in any way.

Me and my boyfriend were waiting for our flight back from Charles De Gaulle Paris to Luton airport in London. We got here early and found the announcement board and it said our gate was B20. We made it through security and headed to our seating area. We showed our tickets to the attendant at the gate and was told “easy jet isn’t here” we was not redirected or made aware our flight was boarding at a different gate. We saw the flight had boarded and asked someone else and was met rudely with “you’re at B30 not here you should check the screens” bare in mind no announcement or anything had been made for boarding or change of gate. But there had been previous announcements for other flights for these things. We then ran down to the gate to find it had boarded and the flight would not let us on at all. The gentleman at the desk for B30 said call easy jet and they can deal with it. Across 10 gates there is one tiny screen that is easily missed and no other boards for this. We are now waiting 3 hours for our next available flight. Since we have been waiting in the last hour there has been numerous announcements regarding other flights leaving in the area and staff have even been walking up to other seating areas to find all passengers for the flight they are looking after. The inconsistencies here are ridiculous and the staff were no help at all. There is no information desk to find here to have a member of staff help us and when we did ask for help with our tickets were not helped in the slightest just told this is not your gate and move to the side. Your standards are horrible and we will not be flying through you again

On April 4, 2023, 10:00 a.m., I arrived at Paris Charles De Gaulle Airport to make a connecting flight for Atlanta, GA, USA with a final destination to be MCO Orlando, Florida. Our connecting flight was not due to depart until 2:00 p.m. Taken to the wheelchair loading area along with family member Barbara Morris, who was also a part of a five member group returning home, we encountered staff that were belligerent, rude and intentionally callous. The staff members held back our boarding passes and serviced every customer in area and those arriving after myself and Ms. Morris. When addressing the staff with concerns for missing our flight after several hours had passed, the response received was “wall, I guess you will just be missing your flight.” She along with two others refuse to board us in wheel chair or on vans to be taken to our prospective gate to unite with other family who did not require assistant and our flight. They engaged in verbal exchanges with my sister Ms. Morris and things exquillated from that point. They also refused to provide badge information by placing them inside their jackets as we attempted to get their names which they refused upon request. My sister was taken away and I was left behind. I was later placed on two separate vans to ride up front with drivers who asked for boarding pass which were not provided or directives to which gate I was to be takin. After riding around with driver who did not know where to take me, he finally dropped me off at another wheelchair loading point at which time I again sat for a long period of time and then given to a wheel chair attendant who was aware of the entire ordeal because he originally provided the ladies with my boarding pass. When they denied having it, he did speak up and reminded them he gave them directly to them. They just laughed and high fives one another. I finally arrived at the gate just as they shut the doors and was refused the opportunity to board even though the plane had not backed out. In fact, the attendant tried to wave us away as we approached. Two other attendants offered to open the door but was instructed not to. It was as though the instructions were telegraphed to each stop. I then found myself left alone in a foreign country with limited ability to communicate. Given instructions by the ticket desk to hurriedly take me to another point so I could board another plane, again my travel was intentionally delayed. I was brought to tears and somewhat in fear for my safety. Finally I was provided one ticket to Detroit, MI and was told I would have to address the ticket counter there to possibly get connecting flight home. Arriving in Detroit, I finally obtained a ticket to Orlando with a 2 hour delay. Upon arriving in Orlando, I had to pay a large fee to Uber to the destination of my car in Winter Garden, FL because I no longer had the transportation originally arranged. This is truly unacceptable. We were also invited to engage in a physical conflict if we had issues with the staff. She actually stood and directed us to come on if we had issues because she was ready. I never addressed her disrespectfully or aggressive. It was totally uncalled for. However my sister and her did engage in heated exchange inwhich that staff member was out of line with behavior.

I checked in early last apr 13 for 11:20

Flight . And was stuck in passport border control and missed my flight. I approached the stuff several times and were told to just stay in the line and i am good . Later The airline staff told me we should be in access one bec holder of business class tickets

But we were denied access to it .. i want the paris airport ground staff wearing red orange vest be liable. Bec of their I missed my. 1300 usd floght

Then was asked to buy new tickets worth 1000 usd

Bec of this i am havinv sleepless nicht for weeks already..

At 20.35 we have asked for the assistance of a lady at the desk of assistance with a wheelchair to board the flight of aegean A3615.

I would like to make a serious complain of misbehaviour and not assisting us with my wife embarking on the plane. The fact that we were not speaking fluent French seemed to have annoyed her and has asked before coming to France to know that we need to speak French.

After this incident that my kids also were present we are extremely disappointed and as a first step I m raising this complain and expecting to the lady that she was not also wearing clothes of her work to be punished.

TOO URGENT!

Our missing baggage (BA648481, BA 648426) should be delivered to our hotel in Paris by 7pm on 30 March 2023 as told, but till now 31 March 12:41am not receiving our baggage. No email or anyone contact us for any updates (even can’t reach us via phone).

As we will leave Paris on 1 April morning, please deliver the baggage to our hotel: Hôtel Marquis Faubourg Saint-Honoré, 8 Rue d'Anjou, 75008 Paris, France (Our room 41) by 11:00am on 31 March 2023 (Please give us the driver phone number to follow up the baggage delivery directly) And at the meantime we emailed the serious complaint to the CEO Sean of British Airway and the Airport and the local regulators (CAA) for this incident arising from the airline to make us with terrible journey.

Absulutly no place to lie down in terminal 1 before check in, airport doesnt allow acess to lounges before check in and doesnt provide any alternatives for people who need to lie down even if they paid for the lounges.

I had to wait 8h standing up or sitting in hard chairs with metal bars between connecting flights, this is absulutly inhumane and even though i asked for help because i was in a lot of pain, im a chronic patient, all of the staff said i had to wait sitting painfully in those chairs or lie down on the hard cold dirty floor until my check in opened.

How can a new remodeled terminal use anti homeless tacticts on its paying custumers?! Will never return to Paris airport, none of them, if a newly remodeled terminal for international flights is like this i cant imagine how the others are.