Complaints

This profile includes complaints for KLM Royal Dutch Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  KLM Royal Dutch Airlines

  125 W 55th St Fl 2 New York, NY 10019-5384

• 

  KLM Royal Dutch Airlines

  Customer Relations P.O. Box 20980, Department 980 Atlanta, GA 30320-2980

• 

  KLM Royal Dutch Airlines

  PO Box 30186 Memphis, TN 38130

• 

  KLM Royal Dutch Airlines

  Memphis International Airport 2491 Winchester Rd Suite #203 Memphis, TN 38116

• 

  KLM Royal Dutch Airlines

  7500 Airline Dr. Dept. C6450 Customer Care Minneapolis, MN 55450-1101

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew with KLM from ********* to *** on Oct 9, 2023. I start working in ****************** on Oct 11, 2023. My luggage contains crucial items (adapters, cables, storage, ..) I need in order to start working. My delayed luggage made me unable to work and lost me valuable time.

  Business Response

  Date: 10/27/2023

  According to our records, we have not yet received any response from you.
  
  Your case number ********* will be pending until we receive the missing information.

  To follow up on the status of your case you can use this link: ************************************************

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traveled to ****** in December of 2022. My luggage did not arrive. I purchased clothes and submitted the receipts for reimbursement as per policy. My claim was denied by KLM. The reason given is that the store-provided receipts are "bank receipts". Please see the last communication from KLM below. The receipts equal 900 Euro which is ****** US. C-******* DearMr. Campbellblackstock,Thank you for your reply.I am once again expressing my most sincere apologies for the delay of your bag after your flight AF 1581.We recognize and sincerely regret the inconvenience that this must have caused you, however we can only take in consideration refunds when the passenger is able to provide us with the fiscal receipts of the purchase.Since you cannot provide us with these document, I am afraid there is nothing I can do but to temporarily close the case.This claim will remain closed until you wish to provide us with the requested information.I reiterate our apologies and I hope that you will give us a future opportunity to better serve your travel needs.We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.Yours sincerely,Asia Remilli Air France KLM ******** Care Assistant

  Business Response

  Date: 10/24/2023

  Dear BBB, 

  We have requested more information from the passenger.

  ********
  
  *** ***********************;
  My name is ***********************, and I am currently in the process of handling the claim you have filed against us through the BBB under reference ********.
  I wanted to reach out personally to ask you if you have any possibility to send me a clearer version of the receipts you have submitted to the claim. If you have the possibility to take a picture of the receipts, instead of sending it as a PDF tht would be preferable.  
  Eagerly awaiting your reply. 
  Best regards,
  ***********************
  Air France and KLM ************* Assistant

  Customer Answer

  Date: 10/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello ****, 

  These are the only copies that I have.  I have reattached them.  Please let me know if you are able to see them. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **************************************************
  
  
  
  
   
  

  Business Response

  Date: 10/30/2023

  Dear BBB,
  
  I hereby acknowledge receipt of case ******** which pertains to *******************-blackstocks delayed baggage on his journey with us from ******** to ***** via ****** on the 16th of december 2022. 
  
  After personal correspondence with ****************************************, I have received receipts which amount to 900 EUR (***** USD) for the expenses he incurred resulting from the delayed luggage. Under The Montreal Convention, we have a responsibility to reimburse any direct and proven expenses resulting from delayed baggage. After a review of the case, we will therefore reimburse the above mentioned amount to ****************************************. This will be sent as a check to the address submitted.Please allow 28 working days for this to arrive.
  
  Best regards,
  ***********************
  Air France and KLM ************* Assistant

  Customer Answer

  Date: 11/06/2023

  Better Business Bureau:
  
  I received the payment/check yesterday, 11/4/2023, for the total amount.  This matter is closed with satisfaction. 
  
  Sincerely,
  
  **************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 7, ***** - Lost bag on flight from ******* to ******. Delta flight was delayed to ***, so could not make connection. Changed to a flight from *** to *** and then KLM was my carrier to ******. ***** says the carrier that transports me to my final destination handles the claim.In ******, the ** code to file a claim with KLM led to a site that was down. Days later was able to finally start the claim.On 8/19 - submitted an inventory list and claim form while they continued to look for my bag. Had to wait 21 days to file for reimbursement.9/12 - submitted receipts for items purchased and itemized and valued items in lost bag. During this process, at no point was I ever proactively contacted. Every time the status changed, I had to see it by checking the status online - no e-mail or phone communication otherwise Since 9/12, I have called at least 4 times and each time they said that the claim was open. No timeline given. On e-mail from 9/12, blames "unexpected increased workload resulting from exceptional circumstances, we are not be able to answer you within our usual timeframe."10/6 Asked about timeline, they said that no one has been assigned to it yet, and that the process may take 4 months. Checked the status of the claim online and got the message "Sorry, this service is temporarily unavailable. Please try again in 24 hours." (************************************************) This has happened every day for the last 4 days.I was in ****** for a wedding and lost two suits (two events) plus other items. I am requesting the same amount that I put into the claim - $1,918 USD. $1,472 for the items in the ******** $446 USD for items purchased in *******. Requesting payment in full.

  Business Response

  Date: 10/16/2023

  BBB ********        
  Dear ************************************;
  
  Please find a copy of our response to the BBB
  We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.
  Best regards
  *****************************
  Air France KLM ************* Assistant
  ==================================================================
  
  Booking reference:******                                                        
  
  Name: ************************************;
  Dear BBB ********        
  In relation to the first need expenses made by the customer.According to our records, the baggage incident reference: *********** was resolved under file reference *********, to the amount of 444 USD,according to the receipts provided. 
  
  
  Best regards, 
  ***************************;
  ***** ****************** ******* *** ******

  Customer Answer

  Date: 11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  KLM did not satisfactorily settle my claim. Details are as follows:

   

  I was asked to provide documentation of original items in the bag. I stated that I was gathering what I could and asked how the process would work for items that I couldn't find receipts for. Instead, before I provided documentation, they e-mailed back stating that they would supplement my existing payment up to the maximum amount per the Montreal Convention. However, that amount they stated is a false number (cannot find that number anywhere) and is nowhere near the actual limit of ~$1700. I will copy their response and then my statement below. Also, I will attach all of the documentation that I provided. I called them and they said not to open a new claim and that they would try to reopen the existing claim (*********). They also stated they would get in contact with my claims rep and that he would be in contact. A week went by with no contact. I then e-mailed back stating I would give them 72 hours to respond or else I would report back to the BBB. It has now been 10 days and still no response.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **********************
  
  
  
  
   
  

  Business Response

  Date: 12/01/2023

  BBB ********       
  Dear ************************************;
  
  Please find a copy of our response to the BBB
  We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.
  Best regards
  *****************************
  Air France KLM ************* Assistant
  ==================================================================
  Booking reference: ******                                                        
  
  Name: ************************************;
  Dear BBB ********        
  In relation to the first need expenses made by the customer. According to our records, the baggage incident reference: **********, was resolved under file reference ********** to the amount of 444 USD, and file reference *********, to the amount of 193 USD.  
  Under the Montreal Convention and the General Conditions of Carriage our passengers are *********** the reimbursement of their proven and direct expenses. Therefore we are making a final payment of 484 USD ,this amount corresponds to the receipts the passenger has submitted.  
  Here below you can find a confirmation of the payment requested to the bank account provided.
   
  ********* *****     ************* ******
  ******* ****** ***** ******* ************* 
  ******** ******* *** *** 
  ******* *******  ***** **** 
  
  
  
  
  
  
  
  * This should show on your account in 2-4 weeks, but the actual date of credit depends on the banks involved.
  
  We look forward to welcoming you on board our flights again soon and hope that in future everything will be to your entire satisfaction.
  
  Best regards,
  *****************************
  KLM  *************
  
  To reply to this message, please use the 'Reply' function of your email.
  
  Best regards,
  
  ************************************* * *** ********** ********** ************************** *** ****** *** * ***** *** *****
  ****** ****************************

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  I have received a third payment and will consider this case closed and resolved. However, it took months, multiple phone calls, and two BBB requests (the original and then a follow-up) just to get compensated in the ballpark of what I claimed. The *** website for claims needs to be overhauled, and customer service was severely lacking throughout. To all who took constructive actions toward resolving this claim, I sincerely thank you.
  

  Sincerely,
  
  **********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As I checked in at *** counter in ****************************** on June 12, 2023, the *** staff informed me that I am not allowed to seat at emergency exit seat because of my language barrier. I then immediately asked the staff to refund me the seat upgrade at emergency exit which is $215.72. The staff at counter told me they cannot issue refund in person, the refund will be process if I call *** customer service line. Then *** check in counter offered me an extra leg room seat for free. I was assigned to the seat because *** told the seat has no charge. Then my daughter contacted *** customer service line, she was informed that *** has already processed the refund and it took 45 days for the fund to be returned to her credit card. It has been almost 4 months, there no refund back to her credit card and we followed up with *** and opened a case. The case manager denied my case, informed us the seat is non refundable. We are really disappointed because the representatives in person or over the phone on June 12 has misrepresented the situation, we have been told the lie about the refund.If I know theres a charge on the extra leg room seat, I would not take the seat. I will just ask for the full refund on the emergency exit seat and sit on the regular seat by aisle.

  Business Response

  Date: 10/20/2023

  Dear BBB,
  We are sorry to learn about the situation that ********** in claim ID ********
  We can find under your booking reference ******, we can find the ticket number *************. Also we can find the receipt for chargeable seat for flight KL692, from ******* to *********,12JUN23. The amount paid was CAD215.72.
  We can also confirm that the passenger could not use the extra legroom seat by the emergency exit ****), due to language barrier.
  4. Conditions of use for Seat Options
  4.1 By reserving a Seat Option,the ******** agrees to meet the following cumulative conditions: (i) The ******** must have the capacity to enter into contractual relations. (ii) If the ******** chooses a Seat Option located near an emergency exit, he or she must be able to assist in the event of an evacuation and must therefore fulfil the attribution criteria defined by air regulations: for safety and security reasons, occupancy of these Seats is limited to passengers able to understand safety instructions and meet the physical requirements. This provision is meant to allow rapid access to emergency exits. Extra legroom seats cannot therefore be assigned to the following persons:
  Passengers with reduced mobility (traveling with or without a service animal),
  Pregnant women,
  Passengers whose body mass (waist larger than 135 cm / 53 in) is likely to restrict access to an emergency exit,
  All infants and children up to and including 11 years of age,
  Children of any age traveling alone and benefiting from the Kids Solo service,
  Passengers traveling with an animal in the cabin,
  Passengers unable to fully understand or communicate in either French or English.
  
  We would like to refund the amount paid for the seat, since it was not possible to use. This refund should be paid back on the same credit card used to purchase.
  Refund request ID - *****************
  
  We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.
  
  Best regards,
  
  *************************
  Air France KLM ******** Care Assistant

  Customer Answer

  Date: 10/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Hi dear,
  

  As you replied on BBB, you will process the refund to me on my credit card. Its been 4 days I still havent received it.

  I called on June 12, your representative told me that the refund will be sent in 3 to 5 weeks, with the case number he provided ********. I called at 2:30 pm

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business Response

  Date: 11/02/2023

  Dear BBB,
  We are sorry to learn about the situation that ********** in claim ID ********
  We can confirm the receipt number *** ********** for chargeable seat for flight KL692, from ******* to *********, amount CAD215.72 was refunded.
  Refund on credit card Amex - end**** - approved on October 27th, 2023.
  We kindly recommend ********** to verify with the credit card company about this transaction. If still not on his account, please send us the statements for further investigation.
  
  Best regards,
  
  *************************
  Air France KLM ******** Care Assistant

• Initial Complaint

  Date:10/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My baggage was damaged during trip from Europe. KLM placed my carry in the cargo area due to lack of over head room. I complied but after realize that I had valuables in it and laptop. I tried to claim my baggage in transfer fly in ********* but without luck. When I landed in *** 16 August 8pm I realized that by hard case luggage was cracked and to close inspection all valuables were still there but upon opening laptop I noticed damaged screen. I filed with delta at the airport and *** told to wait up to 3 days that someone will contact me. Nobody hasn't done so so I call delta on August 23rd and was informed that I have to file with KLM which I right away did. I filed on August 23rd and got respond that since I filed on August 24th I am not eligible for compensation. I have all mail to prove that I sent on 23 of August and that is exactly 7 days since I landed in ***. KLM is denying my filling day. Moreover if I was informed by delta that I have to file with KLM at the beginning I will do so. I just talked to delta and they wash their hands even though they are business partners. My hands are tied since KLM doesn't have office in ***. Please help me with this absurd situation. Any other information I will provide Thank you

  Business Response

  Date: 11/03/2023

  Dear BBB,
  
  I am writing to formally acknowledge the receipt of Case ********, which concerns the reported damage to ***************************************** baggage and computer during his journey from ****** to ************* ************* on the 16th of August 2023.
  
  Following a discussion with *************************, we have reviewed the documents he has provided, specifically a receipt indicating that the cost to repair his damaged computer amounts to ****** USD. It is important to note that, in accordance with our General Conditions of Carriage, passengers are advised against placing valuable items,such as computers, in their checked-in luggage. Nonetheless, we acknowledge the unique circumstances ************************** faced, which necessitated checking in his carry-on luggage. In light of this, we have decided to make an exceptional reimbursement for the damaged computer. We do, however, wish to emphasize that it is the passenger's responsibility to familiarize themselves with the General Conditions of Carriage. In future travels, we strongly recommend that ************************* ensures the safekeeping of his valuables within the cabin.
  
  Regarding the matter of the damaged suitcase, ************************** has presented an evaluation from a baggage repair shop, which states that the suitcase is beyond repair. Unfortunately, the evaluation does not specify a monetary value for the damaged suitcase. In the absence of this information, we have chosen to issue a nominal amount of 100 USD as a forfeit for the damaged suitcase. We are open to reevaluating this decision if ************************** can provide us with a fiscal receipt or document stating the value of the damaged suitcase.
  
  The amount of ****** USD will be sent to the address ************************** has provided to the claim. Please allow up to 28 working days for this to arrive. 
  
  Please rest assured that we take passenger concerns seriously and are committed to addressing them in a fair and timely manner. We appreciate the opportunity to review this case and resolve it to the satisfaction of all parties involved.
  
  Best regards,
  ***********************
  Air France and KLM ************* Assistant
  

• Initial Complaint

  Date:10/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked these flights from *** to ATH in April of this year, have been told at least 4 times that we would received a full refund and have not received it yet. I was told the cancellation of the flights was due to a glitch in their system, as I was entering the ticket information in to their app and it cancelled our flights. Immediately reached out to the airline in hopes of them reinstating them, just to be left on hold for 2 hours. I called the next morning and was assured I would get a full refund and then be able to rebook the flights. We have called and called and called for months, each time being assured the refund has been approved and we are just waiting on the credit card company to process on their side. We called Citi and they do not have a refund from them on their side, so I don't know where it went but we would love to find out and have our airfare reimbursed some how.

  Business Response

  Date: 10/20/2023

  Dear *********************
  Please find below our response to the BBB.
  
  Dear BBB,
  We are sorry to learn about the situation that ********************** in claim ID ********.
  We can find under your booking reference ******, the tickets ************* and ************* issued on 22APR23. Also we can confirm the refund request on 24APR23, made voluntarily by ********************* via phone call to our customer services line.
  We have requested (request ******************** and approved on 24APR23. This payment should be paid on the same credit card used to purchased (Mastercard). If not received yet, we recommend to verify with your bank for pending transactions.
  We emphasize that there was no flight cancellations, and the refund was processed according to the tickets conditions.
  
  We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.
  
  Best regards,
  
  *************************
  Air France KLM ******** Care Assistant

• Initial Complaint

  Date:09/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had called *** on 18th/19th september to check if my pet can fly with us from ******* to ***** *** and the *** agent replied that I can take my pet in the cargo on the same flight and we should just bring the pet to the *** desk in the *************** and they will hand over the pet dog in ************* to us and that they will take full care of the movement and I need not worry. I checked with the agent 10 times as I said that on the basis of their response I will book the cheapest flight possible. She assured me with full confidence and asked me to book first our tickets on any flight ************* (less than 3 hours stopover) without any delay and call them the next day to include my pet (shihtzu). I booked the cheapest one for my husband and myself (booking code *****) and called the next day to book my pet. The next day the girl insisted that they will add the pet in the cabin or cargo and asked to call the next day. The next day again i called and was told that I have to pay more to change to another connecting flight from ********* to ***** as the flight i booked has some issues with regard to taking the pet. (So basically they wanted me to spend more money - pls note). When i resisted and mentioned that the 1st agent has asked me to book any flight ************* with less than 3 hour stopover, this agent immediately said that *** are not permitted to send any pet in the *** and that I cannot send my pet. I was shocked and asked for complete refund and which is still denied to us. I have called them umpteen times and sent complains after complaints but to no avail. They over the phone have accepted the agents mistake but still they are refusing to pay my full money back. I was stupefied as to how I was unwillingly made to spend my hard earned money just so that they get a booking order. I want my complete refund as I do not have enough money to buy another set of tickets from other airline. I have to travel before oct 11 as my dogs rabies titer is expiring soon. Can you pls intervene and instruct the airlines to pay what we paid for which is CAD *******

  Business Response

  Date: 10/11/2023

  BBB ********        
  Dear ***** *********** *
  
  Please find a copy of our response to the BBB
  We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.
  Best regards
  *****************************
  Air France KLM ************* Assistant
  ==================================================================
  Booking reference*******                                                      
  
  Name:  ***** *********** 
  

  Dear BBB ********, 
  According to our records,the refund reference: ****************, was made according to ticket conditions. The passenger states that was misinformed regarding the possibility of travelling with the pet, we would request the call reference number in order to analyse the claim further. 
  At this stage we maintain our position. 
  
  
  Best regards,
  *****************************
  Air France KLM  *************

  Customer Answer

  Date: 10/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  *** is skirting the issue.  I would appreciate if *** manager would listen to all the conversation which I had with various agents based on whose answers I booked my ticket. All calls to *** is recorded so we can easily prove who is right. After the confirmations from ***, I booked the ticket and then I was put in a limbo position when they totally backtracked and informed me that *** cannot take any pet to ***** and was not offering me any other recourse. So what am I supposed to do. I immediately dashed a complaint letter for which I received acknowledgement from *** on September 21 and the complaint number is (*********) and not the one quoted by the above gentleman from ***.  In that email, I mentioned my grouses and asked them to cancel my flights and give FULL REFUND.  Why is that not brought up by the *** official.  I had bought the cheapest ticket so I definitely knew that had lot of restrictions so why would i want to cancel it in normal circumstances and lose all my money.  I also updated my complaints every 3 days on the same complaint number but to no avail. *** did not bother to respond at all. I tried to call the customer service several times to give me full refund as it was totally their fault. In fact the *** customer service also agreed it was the fault of their agents during my conversation with them.  I WANT MY MONEY BACK.  This is not done. 

   

  
  
  
  
   
  

  Customer Answer

  Date: 10/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  In their response, they said that they refunded me money as per the ticket restrictions.  Let me inform you that I had purchased 2 tickets worth (******* CAD) on 19th september with flying date of Oct 11.  I had sent a complaint which was acknowledged by them on Sept 21 asking for cancellation with FULL REFUND as their agents completely misinformed, misguided on travelling with a dog (which they can hear as all conversations are recorded) and goaded me to buy the tickets and they backtracked on the same and refused to return my money.  They just refunded me on 27th September (****** CAD) thus me incurring a loss of **** CAD.  Why on earth would i cancel without asking for full refund. I have not gone crazy.  I had asked to cancel and give full refund on Sept 11 to their complaint centre.  They could have easily returned considering that the flying date was Oct 11 and definitely somebody must have flown on that date. So KLM basically earned 4 tickets worth of money. 

  What call reference they are talking about.  I called them on 18/19/20 Sept and many days after too.  They can easily trace the calls as calls are recorded and I am saying with utter confidence that the conversations will prove that I am correct and they are wrong. Generally whenever we take out pets, I always call the airline as policies keep on changing. So what was my fault that I believed the agent. Why do all their agents give different answers. Why arent they equipped with the correct knowledge.  Please publish this on your website as all people will be wary of the way KLM functions.  If i was not confident I would not have dared them to listen to the recorded message. I WANT MY MONEY BACK.  I will also dash a letter to their President and in all social media. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 11/15/2023

  BBB ********        
  Dear ***** *********** *
  
  Please find a copy of our response to the BBB
  We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.
  Best regards
  *****************************
  Air France KLM ************* Assistant
  ==================================================================
  Booking reference:******                                                      
  
  Name:  ***** *********** 
  Dear BBB ********, 
  According to our records,the refund reference* ****************, was made according to ticket conditions.
  According to our records and national regulations at destination, to travel with the pet to *** it would not be able to travel either in cabin or in hold. The passenger would have to arrange the pet to travel in cargo flight. 
  The passenger has requested a refund of her ticket according to ticket conditions. 
  The passenger states that was misinformed regarding the possibility of travelling with the pet in hold or cabin, we would request the call reference number in order for us to analyse the claim further. 
  At this stage we maintain our position. 
  
  Best regards,
  *****************************
  Air France KLM  *************

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  KLMCase C-******* / C-******* Bag claim ********** To.Whom It May ********* took a trip in June 2023 to *************** during which KLM lost my luggage. KLM did not send the bag to my booked destination where I was staying until July 4. Instead, KLM sent the bag to my home in ******, ** on June 28 without my knowledge. I did not receive my bag until July 4, the day I arrived home in ******. July 4 to July 25 is 21 days. I met the stated deadline and deserve full compensation.KLM has now refused my reimbursement claim C-*******. They stated that my bag was returned on June 28,2023 and I didn't file my claim until July 25, 2023, thus missing their stated 21 day deadline. This is incorrect and unacceptable since KLM did not deliver my bag. I reopened the claims multiple time to receive automatic rejections. I called Delta, who issued my ticket, its customer care opened another case ********* that is rejected again today. What good was the bag to me **** miles from where I was in ************? I found out on my return KLM dropped the bag outside since I was still on the trip, uncovered from rain. Everything inside could have been destroyed if no one intervene after 2 days of seeing the unattended bag. I incurred considerable expenses because of this delivery failure. I submitted all pertinent receipts with the claim and should be in the record.KLM provides no phone access to its customer service for claim. I arrived home on July 4 with illness. I began to assemble all pertinent expense receipts, all of which I forwarded to KLM through their portal. July 4 to July 25 is 21 days. I met the stated deadline and deserve full compensation.KLM needs take responsibility for this lapse and work with Delta.Regards ***********************

  Business Response

  Date: 10/01/2023

  Dear *************,
  
  Please find below our response to the BBB:
  
  Dear BBB,
  
  We are sorry to learn about the situation that ************** describes in her claim #********.
  First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
  We are sorry to learn that the passengers baggage was missing upon arrival in *****,where baggage file ********** was created at the airport.
  We consider the efficient handling of customers baggage to be of prime importance.However, as with any system involving human and mechanical interaction, there are some occasions when irregularities occur.
  I can confirm that I have arranged for a payment of the invoiced expenses total of $1318.31, to be made to you by check sent to the address that you have provided us with. Please allow up to 28 working days for this to arrive.
  You have our commitment that we are not complacent on this matter, and we are doing all we can to improve our baggage handling services in the future.
  
  Best regards,
  
  ***********************************
  KLM Customer Care
  

  Customer Answer

  Date: 10/05/2023

  Better Business Bureau:
  
  I thank you for facilitating the dialogue and providing me with access to KLM ******** care (KLM Care). KLM Care was unfair and wrong all the way. I can only imaging how many persons go through the automatic rejection of its responsibilities.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I like to keep the complaint opened until I receive the payment. 
  
  Sincerely,
  
  ***********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not file this complaint within 12 months because I was mourning the loss of my father and also because I believed that the airline would do the right thing to resolve this issue as they said they would. I am filing this complaint with you because they have not followed through on something they told me in good faith and I have exhausted all other options.** July 20, 2022, I bought a return ticket from ******* to ******* on KLMs website. The flight was to leave ******* ** September 13, 2022 headed to ******* with stopovers in ******** and ********* respectively. I paid $1,192.91 for it. On August 28, 2022, I was informed that my father had passed away in *******. I therefore needed to travel sooner than September 13th so as to help with my fathers funeral and burial arrangements. When I contacted KLM on August 28th, the agent I spoke to told me that instead of paying a penalty to change the dates for my ticket, that they could convert my ticket into a voucher which could then be used at a later date within the following 12 months. I agreed to this and the agent said that it would take about 7 days to process the voucher. I however did not receive any voucher. All I received was a payment of $195.11 from KLM on August 30th. When I followed up about the voucher, I was informed that the voucher would not be issued as the company no longer issued vouchers and that if I had been promised one, then the promise had been made in error.When I further followed up about this, I was told by another agent that because the $195.11 had already been sent to me, my case had been closed and could not be reopened. The KLM agent then advised me to file a claim with KLM, requesting a refund. I did this, but the feedback I then received was that my case (*********) had been closed because I had already received a refund.I have been following up on this matter with various KLM staff for months now, but I not made any progress. Please assist

  Business Response

  Date: 10/01/2023

  BBB ********           
  Dear ************************
  
  Please find a copy of our response to the BBB
  We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.
  Best regards
  *****************************
  Air France KLM ************* Assistant
  ==================================================================
  Booking reference:******                                                      
  
  Name: ************************
  Dear BBB ********
  In relation to the refund/voucher request made by the customer. Acording to our records, a refund requested was made for ticket number ************** under refund reference: ****************. 
  Also, the ticket mentioned holds a non refundable fare, the ticket was refunded according to ticket conditions on 29/08/2022 . 
  Regarding the alleged misinformation provided to the passenger by one of our agents, we were unable to retrieve any information regarding voucher issuance for a non refundable ticket. We kindly request that the passenger foward us the call reference number for analysis. 
  
  Best regards,
  *****************************
  Air ************ *************

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased business class flight, Premium client, and they've lost my luggage and refuse to redress the issue. It's been 13 days, I have, through Apple tracker, been able to track my luggage, but when I communicate with them, I get bots' response saying they've escalated my request and ask for my continued patience. I've now lost patience, and want restitution for my lost luggage and acknowledgement that they've mistreated the situation.

  Business Response

  Date: 10/01/2023

  Dear *****************************,
  Please find below our response to the ** BBB:
  
  Your reference : ********     
  Our reference: *********
  
  Dear BBB,
  
  We regret to learn about the inconveniences the passenger ************************* describes in the claim *********
  
  In order to handle the passenger's case, we invite the passenger to provide us with the following information: booking reference or ticket number. 
  
  We will examine the passenger's case as soon as we have received the requested information.
  
  Yours Sincerely,
  
  ***********************
  Air France KLM ******** Care Assistant

  Customer Answer

  Date: 10/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have responded to the Business in several different fora, and in several different ways.  They HAVE indeed received all my information - I've filed local and international complaints (one with the ***** ********** ******* one with the local ******* baggage claim handling.  My bag did in fact arrive at the ************** on the 26th of September, 14 days late, and I had to retrieve it from the **************.  It was severly damaged - three of the four wheels were *missing*.  I am frustrated and upset at their handling, rudeness, dismissiveness, and pushing me off at every corner, denying responsibility and evading any kind of action.  

   

  Here's the (*incorrect*) latest response from them - no they did NOT deliver my baggage to me on the 15th - they left it at a hotel in ******* I was *not checked in at*;, and I arranged through a ***** based agent to get it to me.  They promised to send 190 CHF as reimbursement for replacement items; which I haven't received.  The damage to my baggage has not been reimbursed.  And my TIME, over 40 e-mails worth, is lost.

  Dear BBB,
  
  We regret to learn about the inconveniences the passenger *************************;describes in the claim ********.
  We are sorry to hear that the passenger's baggage was delayed during her journey with us on 12/09/2023.
  According to our records, we delivered her luggage on 15/09/2023 and offered her 100 EUR as a commercial gesture.
  Yours Sincerely, 
  ***********************
  KLM Customer Care

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 10/25/2023

  Dear BBB,
  
  We regret to learn about the inconveniences the passenger *************************;describes in the claim ********.
  
  We have reviewed the passenger's case and would like to inform her that we have received his documents.
  
  We had a complaint from the passenger in case number ********* and in this case no document was included. It would appear that our system has not attached the passenger's documents that she sent to us.
  
  We would also like to inform the passenger that we have had no contact with ***** Airways or any other department regarding her case.
  
  Under the Montreal Convention and the General Conditions of Carriage, the airline is liable for damage caused by a baggage incident up to an amount of ***** SDR (Special Drawing Rights), or ******* EUR, at the current exchange rate and our passengers are entitled to reimbursement of their direct and proven expenses.
  
  However, we are pleased to offer the amount of EUR 100 on as a commercial gesture.
  
  In order to reimburse the passenger's suitcase we invite her to submit the original receipt for her damaged suitcase.
  
  We are not entitled to reimburse any other items purchased by the passenger during the delay without receipt.
  
  Yours *******************************************************************

  Customer Answer

  Date: 10/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Their response is pathetic.  They're responsible for over ***** EUR, and give me 100.  NOT acceptable, under any circumnstances.  I am terribly disappointed in KLM.  It's service, attitude, rudeness, and knee-jerk response to absolve themselves of any responsibility.

   

  Terrible.

   

  *****

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************