Reader Question: Phone Stolen At Air France Lounge In Paris – Who Is Responsible?


A LoyaltyLobby reader left a question regarding stolen iPhone at the Air France lounge in Paris.

Reader Question Theft At Air France Lounge In Paris

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Here’s the question:

John, as a Platinum medallion skymiles member I frequently utilize the Air France lounges in CDG Paris airport.

A couple weeks ago I was charging my iPhone and when I looked away for mere seconds, someone stole it. Stole the entire phone and charger. I contacted the manager in charge of the L Gate Lounge and he really couldn’t have cared less. In fact, I was bothering him and his precious time.

I filled out the forms online as instructed, left my contact information. With the lounge staff, and even called the Platinum desk. Not even an email in response acknowledging receipt of my claim. Terrible customer service Air France has. I have flown over 100 Air France flights in the past 2 years and not even as much as an apology.

They couldn’t care less about the customer and now I am out over $750 getting a new phone and plan. Delta was no better assisting me.

Any ideas on what I should do next? I’ve done absolutely everything I was told and instructed to do.


It is really unfortunate that one needs to be alerted even at the airline lounges nowadays. I have often left my stuff unattended when going to toilet or picking up a beverage or two.

It is not the airline’s responsibility if some other guest steals some of your belongings inside the lounge. I would look into what credit card you used to pay for the phone and/or if homeowners/travel insurance you may have would cover this.

This is a good reminder for all of us not to leave any stuff unattended even for few seconds or someone might snatch it.

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