Air France Lounge — Attraction in New York

I recently had the pleasure of experiencing outstanding customer service from an Air France airline manager who went above and beyond to assist my mother during our her recent trip to Paris on August 14, 2024. I am compelled to share this review to highlight the extraordinary efforts and professionalism of Hefts, an extraordinary manager at Air France at JFK Airport.

My mother is elderly and had limited mobility issues. During my mother's flight booking process, my mother forgot to include her global entry/ trusted traveler information on her ticket and was therefore sent back to the Air France counter for assistance. Upon return to the Air France counter to seek assistance, Heftzi stepped in with a level of care and dedication that truly exceeded our expectations. My mother, who is a senior traveler, needed some additional support due to her mobility challenges. Heftzi not only addressed the immediate concerns with remarkable efficiency but also took the time to ensure my mother felt comfortable and well-informed throughout the process.

What set Heftzi apart was her genuine empathy and proactive approach. Heftzi meticulously coordinated with the ground staff to arrange for special assistance and went out of her way to ensure that all the necessary wheelchair accommodations for my mother were in place. Heftzi also followed up personally to confirm that everything was proceeding smoothly, which provided us with an immense sense of reassurance.

Heftzi's professionalism was matched only by her kindness, turning what could have been a stressful experience into a seamless and pleasant journey. Heftzi embodies the highest standards of customer service, and her exceptional dedication to making sure my mother’s travel experience was as comfortable and stress-free as possible did not go unnoticed.

It’s clear that Heftzi is a true asset to Air France, and her exemplary service is a testament to the airline’s commitment to customer care. I am incredibly grateful for her support and would like to extend my heartfelt thanks. She has certainly set a new standard for what excellent service should look like.

Thank you, Heftzi, for your outstanding help and for making a significant positive impact on my elderly mother's...

We came into the Air France lounge because we heard it was the best in Terminal 1. That turned out to be a joke.

We arrived around 10:55pm carrying an infant, just hoping to sit down for an hour before our flight. Erica, who was very kind and professional, greeted us and said we could sit while we sorted out an issue with our Priority Pass (we had the card number but not the expiration date). She was patient and helpful.

Then another staff member, an older brunette woman, came over and immediately told us, “You can’t stay here. What’s the situation?” I explained Erica had told us to sit, and she brushed it off. Minutes later, she came back again with the same abrupt tone, pressuring us to leave. When we finally got the expiration date and were ready to check in, our friends (who are also Asian) joined us. Without even looking at their card, she cut us off with “We’re full”, mumbled some words and walked away. No explanation, no empathy, just rudeness.

I understand that lounges can reach capacity, but there’s a professional way to communicate that and this was not it. Her attitude was hostile, dismissive, and frankly felt discriminatory. When I asked for her name, she refused. When I asked for a manager, she told me to “go to gate 7.” When my husband asked if a manager could come to the lounge, she flatly said no. That is not acceptable customer service under any circumstance.

To make matters worse, as we walked out, I saw multiple people being checked in and the lounge was far from full. I was shocked and upset.

Thankfully, I bumped into two other colleagues outside, apologized sincerely, personally walked us in, Erica came back and checked us in. Later, the two staffs came over again to apologize for their coworker’s behavior. Their professionalism turned an otherwise disgraceful encounter into a somewhat better ending.

This experience deserves 1 star, but I am giving 3 stars only because of Erica and the other two wonder staff members who handled the situation with grace. They should be recognized, because they saved Air France’s reputation that night. The other staff member, however, should not be in a customer facing role.

Incident date: 9/6/2025 Time: 10:55...

The Air France Lounge at JFK Terminal 1 makes an immediate positive impression with its bright, airy design and high ceilings that let in plenty of natural light. The multi-level layout feels open and modern, and seating areas are thoughtfully arranged for both privacy and small groups. From the moment you walk in, the space feels calmer and more refined than most other lounges in the terminal.

Food quality is a definite strength. The buffet features a solid mix of hot and cold options, from fresh salads and cheese plates to heartier hot dishes, pastries, and desserts. Presentation is clean and appetizing, and there’s enough variety to make a proper meal before a flight. Drinks are self-serve, with a decent selection of wines, beers, soft drinks, and coffee.

Large windows offer generous views of the airport grounds, and the abundance of natural light makes the space pleasant even during busy hours. It’s easy to see why many consider it one of the best lounge options in Terminal 1.

However, there is a disappointing restriction when it comes to the Clarins Spa. The complimentary 15-minute treatments are reserved exclusively for Air France passengers. Even as a business class traveler on another SkyTeam airline—SAS in my case—you are not eligible. While understandable from a brand perspective, it feels at odds with the idea of alliance-wide premium service.

Overall, the lounge delivers a high-quality experience with its inviting atmosphere, well-presented food, and comfortable seating. The limited spa access policy is the only real drawback to what is otherwise an excellent...