Air France Service Level...

Let me recap the situation and try to shed some light on the above statement.
Flight outbound to CDG (Charles de Gaulle, Paris, pour les non-initiés 😃 )
Joint between Air France and our oh so lovely local carrier, Air Mauritius.
Ticket issued by AF but airplane is MK.

Now, since the ticket from AF doesn't give much info regarding the weight of luggage, we dutifuly called twice, after checking online (as indicated on ticket). Both times, we were told that the cabin luggage limit was 12kg.

But oh, what a suprise when you check-in at the airport and the lady at the counter says that limit should be 7kg. Now I do understand that the limit for MK is set to 7kg but since the flight was a joint one, AF should have informed us accordingly.

Of course, now since you already have your luggage done and everything stuffed in, you enquire about the excess fees, which amounts to $100 (US).

Moreover, when you finally are able to talk to customer service from AF, you are told that since the flight is joint, well limit is set by carrier, i.e. MK. When asking why twice before we were told that the limit was 12kg, she couldn't answer. Best is yet to come, cause I ask to file a complaint cause I'd like to get a refund for the excess fee... The customer support officer tells me that I should do that online but is incapable of giving me a link/url to the site. She answered, try this or maybe this.

Now, I won't argue with MK; they have their policies and rules and it's definitely normal for them to enforce them. But why should I pay for some airline company that negociates joint flight agreements but is unable to communicate the appropriate info to its customers.

Once again it shows that WE, the customers, are taken for granted and that we should accept everything... Well definitely not going to leave this one at that... Expect to hear from me AF.