Charles de Gaulle Airport / Paris Aeroport
Reviews and Complaints

Today, 24 of November 2021, around 11 pm, in Terminal 3 of CDG airport I was treated extremely rudely from the side of information providers personal.
A female employee, brown hair, quite pretty, can't remember the name on badge precisely (long and starts with E) screamed at me and asked why I looked at her badge, blamed me for coming too close to her (I was wearing a mask and maintaining 2 meters distance) and overall she was trying to provoke some conflict and her colleague nearby was just calmly observed it.
I could never imagine a situation when an airport personal would be rude, screaming and provoking after I just asked her "Excuse me, how can I find a RossyBus?"
Maybe, this employee was under the influence of some substances or just psychologically instable.
Anyway, I hope you will find this information helpful. I believe that it's extremely important for CDG airport to maintain a proper brand image, since it's the place where many foreigners get their first interaction with France and french society.

Below is a letter of complaint I write to Paris Aeroport:

I had a terrible experience going from terminal 2E to 2F at the security check that is located before Passport control. It was about 9:20 AM on August 3, 2021.

My hand luggage was flagged because I had a bag of creams, gels and liquids in a clear bag that was bigger than 1 liter. I did not understand what the female employee (I don't know her name) wanted me to do when she showed me a clear, 1-liter resealable bag. I told her I do not speak French well, and she soon started yelling at me. When I understood that she was going to throw out anything that did not fit in the resealable bag, I told her that my husband was ahead of me making the line for Passport control and asked if I could call him over, so we could put things in his suitcase, too. (Since we didn't know about the one-liter rule, we had put all of our liquids, gels and creams in my bag and he had none in his bag.) The employee angrily refused to allow this. I put certain creams in the resealable bag while she held it, and even though there was room for more things, she yelled that I was not allowed to add or trade any of the items left out.

I was frustrated and nearly in tears when her supervisor (who does speak English) came over. I asked him why she was keeping a container of my thyroid medicine, and he said they were allowed, so I put it in my suitcase. Why did the female employee take my pills out then? When I told him that my husband had no liquids, gels or creams in his bag, he told me to call him over, but by then my husband had already made it through Passport control. Why did the female employee refuse to allow this earlier then? He also let me add some smaller things to the bag, while the female employee still yelled in French that I should be allowed no more. I was able to seal the bag after adding more items, so why did she refuse to let me try?

In reading your regulations now, I see that prescribed medications are not part of the 1-liter restriction, but this employee threw out even two doctor prescribed creams, my sanitizing gel and was ready to throw out my thyroid pills had her supervisor not come to assist. In reality, there was only one item that should have been thrown out because it was 118 ml. Everything else would have fit in our two suitcases. This employee also refused to explain things clearly, yelled at me and wouldn't budge on allowing me to rearrange, or even touch, items in the bag. All of this happened while I was rushing to catch my flight in gate F31 with very little time because the airline had made a mistake with my husband's reservation. I was able to make it on board because I ran from Passport control.

I do not think airport security personnel has the right to mistreat and belittle passengers that are confused by the language and regulations that vary from airport to airport. My bag went through three security checkpoints that day (in San Diego, Paris and Venice) and only in Paris was I forced to discard gels and creams. This female employee should not be dealing with passengers. At first, she was slow in checking the bags that were flagged while passengers are rushing to catch their planes, and then, she grew impatient and angry because I was confused. Are all passengers supposed to understand French to be treated with respect in your airport?

I live in Italy and travel often. Your airport has left a bad taste in my mouth, and I will avoid flying through there at all costs in the future if I can help it.

I forgot my perfume on my carry on bag. The man ask me if he can throw it away. Before I give home an answer he just threw it and move his hand towards me and started talking bad while he wakes away. I ask for his manager, the manager said " this is the way we do business over here"
I will fill a claim against CDG, as soon as I get home plus I will do my best to avoid coming here again. This happened around 7 am

To whom this may concern, on the 4th of October myself, my brother and our mother travelled to France for a family wedding, my brother was suffering from upset stomach, he was vomiting on the plane and of the plane he was very unwell. We landed in France (Charles de Gaulle T3) with my brother still vomiting and very unwell, we was greeted by three french speaking people I am assuming they were border force employees, they followed us through the hall following us outside where we was trying to get a taxi to get to our hotel room, they seemed concerned at first so I thought asking my me if my brother needed a doctor which we replied "yes please" as he was getting extremely worse. They walked us through to their quarters making us believe they are trying to help my brother, they asked questions which I found to be offensive one of the guards asked me and I quote "has your brother swallowed anything because it could burst in his stomach" it was then I knew they weren't trying to help us instead they thought my brother came to France for two days just to smuggle drugs which I found absurd. While we was engaging in a conversation with the other guards whom was being very rude and racist and verbally abusive towards me and my mother, they had my brother in the back room taking his urine etc to check for drugs which they thought he had swallowed. They took our passports and started question why if we are related do we have different names in which I responded "this has got nothing to do with what you are suspecting my brother of" the urine sample came back as finding cannabis in his urine which wasn't I shock to me as my brother smokes cannibis to help him sleep. After he tested positive one particular guards became very aggressive and abusive he told me I quote "go back to your country we didn't ask you to come here" I didn't quite understand we if he meant go back to my native country or UK I was absolutely disgusted at this pointed I was in tears, the man was shouting in my face pointing at me very aggressively spiting and shouting I thought he was going to hit me I immediately became withdrawn as I had no trust anymore. They then searched our luggage's (they found nothing) they took my brother to the hospital to check if he had swallowed anything and they found nothing in his stomach and let him go. The treatment we got from the border has left me feeling extremely anxious, even more depressed. I suffer from mental health problems at present I was sexually abused as a child and to be spoke to like that to someone bigger then me and in that manner we was spoken to has left me absolutely shaken I am now on high dose of antidepressants that my doctor has put me on because of this situation, I can't sleep eat or focus I haven't been the same since coming back to the UK the treatment we received in France was absolutely disgusting we was treated and spoken to like animals, no one wanted to help us make a complaint over there they all forgot how to speak English all of a sudden, it was a horrible it was that bad I will not be going back to visit family in France because of this this is 2019 what happened to a bit of humanity that day, a bit of respect for the human race? I want to know what steps I can take to have these guards be given a form of warning or a form of punishment. I have a attached 2minutes if this abuse which actually went on for over 15 minutes but because I felt threatened by them I stopped recording as you will hear towards the end of the video.

I was booked for the Lufthansa Paris to Munich flight on 02/01/2020, leaving my third visit to Paris. I used to love Paris and the airport broke me today.

My passport was taken by an Uber driver and returned for €40. I received no help from anyone in the airport despite many pleas, who watched what was going on and whom I told what was happening. In fact, the Lufthansa staff told me to wait twice for help that never came. Police officers walked away from me when I asked for help and one officer, literally refused to help me, saying "No good morning, no information".

Sadly, this is likely is my last trip to Paris, and especially CDG. I flew into Orly and it was fine.

All the beauty and wonder of Paris now has been dwarfed by the cruelty of the staff and CDG airport police. Moral: don't encounter any flight, gate or passport issues in the airport, or have any question whatsoever. You're mere presence is an inconvenience. Fu$k CDG.

Monday morning 6 January 2019. Changing at CDG (what a hell hole) off a flight from Guangdong heading to London Heathrow. Exhausted by the time I arrived and treated by security (a young blond woman with her hair in a ponytail) with no empathy at all. My daughter's gift to me of a jar of cream (Snail cream) was confiscated by her. She said it breached the rules as it exceeded the 100ml limit. The thing that upset me most was the malicious glint in her eye. I really lost my temper and no doubt people will say that my response was disproportionate and that she was only doing her job. I didn't think the 100ml limit applied to creams although I am assured that it does.

I have had enough of being bullied by security officials purporting to observe nonsensical rules made by those with a vested interest in controlling the travelling public.

The following is a letter I wrote about my experience to an email address I found online for a contact for Charles De Gualle airport:

Today I had an outgoing flight from CDG airport, and I had a very humiliating and overly physically invasive experience with the airport security team.

For your reference, I went through the security line around 12:40pm toward gate 48, for a Norwegian flight that was leaving to Oakland California.

After all my carry on items went through the security scanning and passed with no issues, the one single bin that held my cell phone, iPad, and boarding pass was randomly flagged for security search (or at least that is what I was told).

I sat and patiently waited as the woman in front of me was being searched first, and she had several bottles of perfume that the security staff had to open one at a time and inspect.

Finally it was my turn for my cellphone and iPad to be searched. Again - ALL MY OTHER BELONGINGS HAD ALREADY BEEN THROUGH AND I HAD COLLECTED THEM, except this ONE singular bin with my phone and iPad.

The security team didn't speak any English, which after reading many other people's reviews online seems to be an ongoing problem. I have no idea how an entire staff of 6-8 people can work at an international airport and not ONE of them can explain something in English, but that's not my point.

After the iPad and iPhone were swabbed, and the lady carrying the swab walked it slowly over to the machine to test it (stopping to talk to others along the way), she tested it and apparently some alarm went off. I have no idea what the alarm was for, but every security person started coming over to look at the screen and talking about it right in front of me, and then staring at me like I'm the one who set off this major alarm.

What happened next is what was the most invasive and mortifying experience I've ever had at any airport, both domestically in the United States and internationally.

I was told (in French) to follow a lady over, who proceeded to pat down by body with her full hands open, including feeling and squeezing under my breasts, between them, and all around the sides of them. She continued to search every inch of my body, in a way that felt extremely violating and way beyond what was necessary. I am hopeful that you have video footage that you can reference to see what happened. I am wearing all black and sandals, and I have blonde hair that was back in a low bun.

This woman's search of my body was so invasive that I was crying. Nobody cared - they just kept talking to each other in French and not explaining anything to me.

After that awful experience, she then went through EVERY SINGLE THING I OWN, even though nothing else had been flagged besides my iPhone and iPad. She unpacked every piece of every bag, and then left it all in a big pile overflowing my suitcase.

Meanwhile, I was afraid I was going to miss my flight, and I kept asking why they were searching everything I own even though only the phone and iPad were selected for random screening. All I was told is "it's procedure" over and over, even though clearly I was very confused and upset and crying.

The entire process felt like it lasted forever. I contributed to get more and more emotional after feeling so overly violated, and the security staff just took her sweet time going through everything as slow as could be and turning her head to have conversations with her coworkers while she did it. When I asked her to please hurry so I wouldn't miss my flight, the male working told me "NO, she can take as long as she wants to go through it all".

Isn't it interesting that the security team acts like they don't speak any English in order to explain to me what is happening, but they can come out with full sentences to chastise me when I ask for them to please hurry so that I don't miss my flight?!

I am blown away at how unprofessional, inappropriate, and overall AWFUL this experience was. I will NEVER fly into CDG airport ever again, and will be letting as many people as possible via social media, Reddit, and any other forum possible about how awful your security staff was. I am a woman who can handle a lot; but I draw the line at being touched inappropriately and treated like the [censored] on someone's shoe that doesn't even deserve an explanation or my own rights.

You should be ashamed.

Sara

Easy Jet booking ref EWWTRP9, Customer who needed the assistance Alison Roach, Travel date 10.06.2019.
On arrival at cdg on the 10th june once again there was no ambulift for alison
the assistants had brought a small chair for alison to transfer onto again
and again we explained alison couldn't sit in it
we were told 1st there was no ambulift
we were then told we would have to wait 1 hour for it to get to us
the pilot colin then stepped in
we were then told we had a 10 minute wait for the ambulift
all told i think it took 30 minutes to get of the aircraft
the pilot took my name and number told me he would be in contact
i told him we had the same problem on arrival last time
he asked wat the return journey was like
i told him it was fine no problems at all

on this return journey

when we arrived at the airport we went to special assistance desk
i told the guy there that alison needed the ambulift he said yes we know
he asked if we required assistance from his desk i said yes
a guy arrived with a wheelchair i asked what it was for
he said for alison to transfer into
i told him no alison was to remain in her own chair and get the ambulift to the aircraft
then her dad would carry her to her seat
he said fine told us where to sit and he would be bk to get us
when the flight was boarding the guy came bk along with 3 others
i showed them how to immobilise her chair
then asked where was the ambulift the said follow the line
we did we were the last people on the flight
alisons dad looked into the aircraft
and asked 1 of the crew if there was a seat at the front he could seat her
as there was people still standing in the isle
if dad had have carried alison to the back
Alison`s feet would have hit every passenger on the way
so the manager of the flight said to set her on row 2
the passenger on seat 2f moved to 1a
alison sat on 2d i sat on 2c
she was seated with no1 beside her
the rest of the family seat in their own seats at the back

I am not complaining about carrying Alison to her seat
we understood that would happen when we booked
i am complaining about the lack of assistance
and the lack of knowledge of alison`s needs
even after so many people had informed the airport
Alison has asked to go back for a longer period as the holiday was 1st class
it's just a pity that the airport is so badly run

Kate Roach

Hello

Wheelchair assistant had almost made my mother lost. They didn't allow my family to go with her and then they took her in luggage car with luggage and then left at unknown place. She neither know language nor she was aware of place. One lady helped her else we would have lost her. She is still terrified. Its really shameful for France government.

Customers name Miss Coral Heatley is the passenger with the disability that needed the assistance. They flew back on the 25th August at 12.50 on the EZY 1926.
Below is the complaint from the lead passenger Mrs Susan Perkins in regards to how Coral was treated whilst receiving the assistance. Booking ref is EVBP538.

Here sre the problems we encountered in CDG Airport both on arrival and on departure, he explained in order for it to be dealt with as a complaint i needed to send it as an E-mail. I will bullet point the complaint to try and make it clearer what the complaint is about:-

1/ on arrival at CDG on the 20th August the assistance arrived onto the plane to lift Coral on to the aisle chair, the male assistant was not tall enough to reach over the plane seat to get hold of Coral so made the decision to stand on the chair behind her he then grabbed Corals elbows without instructing her to cross her arms as is safe practice when manual handling, I also consider that to stand on a chair to lift someone is a most dangerous practice, added to this would be an extra risk factor of having to step sideways to move her onto the aisle chair, he had also failed to remember to lift the side arm up both on the plane seat and the aisle chair. We halted this process and my son took over the lifting from behind.

2/ On arrival at CDG for the journey home we were provided with no assistance we could not find the assistance desk and on enquiry were just pointed in a general direction after some wandering about we managed to find someone who helped us through check in.

3/ we were told to meet assistance at 2 oclk at the gate, only 1 assistance member turned up and explained she could not find or get hold of the second team member and she didn't know what she was going to do, we said that if necessary myself and my son would have to do it rather than miss the flight, there was a delay of half an hour on the flight anyway but even with this she was unable to find the 2nd person, this lead to me and my son assisting Coral on to the plane seat, the Air Hostess on duty was unhappy with this situation and has filled in a report form.

4/Once we had lifted Coral into the aisle chair it needed to go up quite a high step into the plane, the one assistant in attendance attempted to to do this with my son at the head/heavy end of the chair, the female assistant really struggled to have any control over her end of the manoeuvre

5/ They left it so late to allow us to start boarding Coral on the journey home, Coral was left being lifted and humped about with the entire boarding queue stood behind us as onlookers.

yours sincerely

Susan Perkin

I have lost my bag on the 1st of May traveling from Paris to London. I lost my item on the security control after passing my bag through the x-rays I forgot to take it with me. I have sent 3 times a request to the department responsible for my loss but I have not received any answer. It is unacceptable not to have any news as it is the most secure area of the airport and even if someone took my item the security cameras would easily identify him. At least I would expect an e-mail informing me that my bag is stolen by someone who cannot be found. I had except my personal belongings money, so it is really important to find it.

First thing, before 1 h before boarding, the flight attendant refused to print out the boarding pass, insisting the check-in service already closed 1 h before departure time. I would like to obey the rules, but there is no information during the ticket booking procedures suggesting customers should do the check-in 1 h before departure.

The next morning, my partner (Portuguese) and I came to CDG to do the check-in. The person, not even the one responsible to print out the boarding pass, asked my partner of BRP. I was so shocked, as European citizens do NOT have a BRP. Then, he began ask for credit card and what are we doing in London, etc. Like the police and visa officer. My partner refused to answer, as he thought the identity card would be enough. The person insisted to ask me about the same question, like what I am doing in London. I was wondering, is there any rights for somebody to ask my privacies even without authority to print out boarding pass? Then, as we explained all the information he need and he viewed the credit card, he told us to do the security check. Unfortunately, the person along side the security corridor said we are in the wrong place.

That is the whole Paris trip. I never found out a European country could be so hostile and unfriendly. I just wanna go back to London.

Addressing this directly to Management of Charles De Gaulle Airport,
There is something which, for us as a family, for the second time around, has NOT arrived at CDG Airport and that is Autism Awareness.
On travelling back to Ireland from Disneyland on the 10.05.2015 we were advised by our Disney Hotel to contact the "Welcome" Desk at our Terminal to discuss getting assistance through the gates and security with both of our sons, Luke and Sam, who are both autistic.
My husband approached the representative at the desk to discuss this, the Rep had no clue what he was talking about and when he returned to me as I waited trying to calm both our sons, she proceeded to snigger with her Colleague at such a ridiculous request.
At the same time, my eldest son had the mother of all Meltdowns as he can find large crowds and strange places overwhelming and complete sensory overload. On witnessing this, she approached us to ask at the desk downstairs at our Check-In.
I approached this person afterward, requesting her name, because it is obvious to me, that if you have a job at the “Welcome” desk, you should know what that entails and the possible queries you can be faced with. Is this the first time someone travelling with Autistic Children has asked for assistance at your airport? She refused to give me her name and that she "did not UNDERSTAND" Not good enough.
You need to take the example of the OCS Services provided by the DAA at Dublin airport who were so kind and accommodating to us on our way TO Paris, they were also fully aware of what was expected of them and the staff at the airline actually suggested that they try to set up the same for us in CDG. But of course, there was no one waiting for us when we landed. Not surprising to me. However, we appreciated THEIR effort.
This is the first time we have requested assistance at an airport, but as our youngest son is now diagnosed with Autism also, it seemed the most responsible thing to do to make the travel as stress-free for them as possible.
The whole experience was so upsetting, stressful and exhausting, thanks to the incompetence of staff and the unwillingness to understand or help.
Going through security, the attendants were more annoyed at our mere presence and the fact we had to attend to the boys than interested to help.
It was a serious undertaking for us to travel with both boys, we did not need your ignorance or arrogance in making it such an unpleasant experience.
I would have expected that such a large international airport would be committed to ensuring that all passengers are treated fairly and with due respect.
So my question to you is... what are you doing about this? What have you done to ensure your staff are aware of the needs of people travelling with Autism?
As a mother I'm disgusted and furious for my boys. As someone who has worked for a large multinational company for the last 12 years in Customer support, I am AMAZED that you can function without being aware of the needs of your customers. The statistics of people with autism is growing rapidly; it is not good enough to simply say you don't understand. Do something about it.
I am sending this because I want you to be ready for the next mother or father who comes to you for help when they need it. Get informed, do your jobs correctly. Get rid of staff that are unwilling to be tolerant. I will be avoiding CDG like the PLAGUE. I will also ensure that all my local community groups are warned. We might be a small island, with much more growing to do in terms of Autism Awareness, but we are very obviously light years ahead of you at “Aeroport de Paris”
When the attendant at our Check-In Desk called for assistance, they told us that they might only be able to take 2 of us and were willing to let us wait until 20 minutes before our flight, with no opportunity to go get food or drinks for the children. We met a family who were also looking for assistance with a child in a wheelchair, who were panicking because they were left waiting for 45 minutes wondering would help ever come, or would they miss their flight, and again, from a family of 4 only 2 may be taken. We decided to go ahead together as a family to ensure that boys had something to eat and drink after an hour’s journey from our Disney hotel, 2 hours at the airport and a flight of an hour and half ahead.
I understand there are always exceptional scenarios, however, we experienced the same ignorance our last time in CDG where the security staff rudely shouted at my son to keep it down when he jumped up and down and shouted (his form of stimming – go read about it) I had to explain to her what autism was, and that he could not help his reaction. She also was unwilling to listen.
That experience was almost 4 years ago… and look how far you have come….
I want to know what you plan to do next.
Jessica Joyce

Last Tuesday, 09 April 2012, 08:30 AM, I was on transfer from an flight from South America, to The Netherlands via Paris CDG, I had a problem with the security team at Paris CDG.
Nobody from the security team spoke English and they did not accepted a perfume of 200 ml which was in a sealed plastic bag, according to the law, by the airport I boarded from.
I had the impression they wanted to keep the perfume for themselves as I could also not throw the perfume away.
The explanation was that the sealed bag from another airport is not accepted in France (?).
The perfume in this case is the less important for me (even though it coasted me a lot of money), my complain goes over a team that is arrogant and impolite and treat the passenger very badly,
and second, a team that works at the airport needs to speak English. When I said I would fill in a complain and would like to speak to the supervisor, I looked at his badge to see his name, but they switch the badge to the other side so I could not see the names.
This is absolutely unacceptable and I am considering take legal measures against the airport unless I receive a formal explanation for this, if there is any explanation, so wrote to the airport to ask if possible to take measures if the personnel receive any training at all... Parisians have a very bad reputation, but they should be professional at least! Is revolting! I would recommend to avoid this airport.

i got scammed 410 pounds when i tryed to buy 2 parrots for transfering my 2 parrot from scotland to london and they sent the birds to france that what they told me and now i have to pay 230 for vaccines and i payed 410 only to get them to france and they are fake scammers!

Paris Charles de Gaulle International Airport - CDG Airport
www.paris-cdg.com

Airport Security Rules clearly indicate that liquids of less than 100ml and total of 1 Litre are allowed to pass security check.

On Oct 25th on my way home I purchase in Auchan Velizy the following prepacked small packages:

Kiri Creme - 8 packages - each of 20g - total 160g

Boursin Kof Assorti - 12 packages - each 18g - total of 192g

Crottin de Chevre- 2 packages - each 60g - total 120g

Mini Baby Bell - 18 packages - each 20g - total 160

All this were confiscated by Security Control which refused to identify itself, failed to present written statement where "froamge" is forbidden via security gates, responded with "MERDE" when asked to bring his superior, then called police which searched me and also refused to identify themselves.

My consumer and personal rights were severely violated, though I explicitly purchased and packed items as indicated in the published "Airport Security Rules"

I was not given chance to protest and complain to the airport authorities since CDG web site has no information where to file complains and claims.