Business Profile

Airlines

KLM Royal Dutch Airlines

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Complaints

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

Customer Complaints Summary

297 total complaints in the last 3 years.
71 complaints closed in the last 12 months.

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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: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.
When I arrived at the **************************** on July 8th, 2023 and attempted to check into my flight, I was informed by the gate agent that "my ticket and flight were both cancelled". This was a shock to me given that I hadn't received any email/text communications from the airline prior to that moment. I was asked to visit another counter in which I told that "the airline cancelled the flight back in June due to weather" and so I was rebooked for a flight out the following day. After talking with the agent, I left the counter with a rebooked flight 24 hours and no support for accommodations that evening. I have SCOURED through my KLM app, inbox, trash and spam folders in order to see if I missed an email, but there is nothing detailing the cancellation. Between March 3rdJuly 12th, 2023, I received communications from KLM about a variety of matters, but none about my flight cancellation on July 8th, 2023. To this day, I am yet to receive a copy of the cancellation email, despite my NUMEROUS requests for a copy of said email. I can't vouch if the email was sent from KLM's end neither is that my responsibility. What I can confirm is that I never received the email that was intended to be received by me. After lots of persistence, I was given financial reimbursement for the hotel expenses I incurred after being stranded on 06/08/23 but I continue to be told that under the applicable obligations of the regulation and commercial policies of the company I am illegible for compensation or even a VOUCHER for the cancelled flight. The hotel expenses and cancelled flight are CONNECTED one is a consequence of the other. Communicating with customer care has been UNIQUELY COLD, MADDENING, and AWFUL. This experience has left me incredibly enraged, confused and scarred to the point that if KLM were my last option, I would result to not taking the flight, no matter the circumstances. I'm not even seeking financial compensation anymore. All I want is a voucher.
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 ********

We are sorry that the flight KL590 from ***** to ********* was cancelled.

According to our records, the passenger were informed of this cancellation more than 14 days before the departure of your flight. Consequently, the legal compensation set out in EC regulation 261/2004 does not apply and we are unable to respond favourably to your request.

Yours Sincerely,

***********************
Air France KLM ************* Assistant
Initial Complaint
Date:09/21/2023
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.
Here is the history:1. I booked a flight through KLM which was Delta from ****** to ****** and ****** back to ****** 2. I called the agent to change one-way flight from ****** to ****** instead of ****** to ****** 3. The agent was able to change it and confirmed the roundtrip to BOSTON, but never booked the return flight back to the ****** 4. When we went to the airport with the wife and kid, there was no flight for us at 6AM. We had to wait for KLM office to open which as at 8AM where they confirmed they accepted that they made an error on KLM side and they were not able to find any next flight, They asked me to book another flight and file for compensation. They mentioned because this is an agent error we will be able to compensate and it should be smooth.5. The other flight was United airlines and this request to honor the words and get the compensation of ******* based on that.
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 are investigating further about the return flight from ******. As passenger mention his wife and child were in a different booking, we kindly ask you to provided us their booking reference and the tickets purchased to return to ****** for our verification.
Please, also include your bank details as listed below.
Bank Name:
Account holder's Name:
Account Number:
Routing Number:

Best regards,

*************************
Air France KLM ************* Assistant
Initial Complaint
Date:09/21/2023
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.
KLM flight KL605 ***-***, Aug 10th 2023 KLM lost our bag on above flight. They have refused to acknowledge the bag is lost or provide a claim form, 41 days later, despite my explicit request for a lost baggage claim form. As of today (September 20) they still do not acknowledge the bag is lost and have still not provided a claim form. This is an unreasonable delay in fulfilling their obligation to compensate me for the loss of luggage under their care.Cost of of known items lost is $2446.50, we seek swift reimbursement of this or maximum allowable under Montreal convention plus baggage fees paid to KLM.Customer service ticket: ********* Missing bag report: attached Timeline of contact: attached
Customer Answer
Date: 10/15/2023
At this time, I have been contacted directly by KLM Royal Dutch Airlines regarding complaint ID ********, however my complaint has NOT been resolved because:
The business has failed to honor their obligation to refund the cost of luggage lost in their care to the value stipulated by the Montreal Convention (**** SDRs).

Full details can be found in the attached formal complaint, but to precis:

- I have provided, several times, a full accounting of items lost including receipts for $1923 worth of items lost (not including the suitcase itself which I contend must be considered lost by definition), and all other information requested
- KLM staff have repeatedly ignored my claim, ignored requests for review, falsely claimed not to have received emails I have sent, miscategorized the claim, and came up with an arbitrary and desultory settlement of $637 which is far below both the carrier's liability and the evidenced losses actually incurred. No justification has been provided for their refusal to honor their liability.
- I have asked multiple times for a review and have been ignored on each occasion, it is now more than 2 weeks since the business has responded to me in any way.
- I seek, at minimum, full compensation to the amount of **** SDR, which is the common carrier's liability in this case.
Sincerely,
*********************
Business Response
Date: 10/20/2023
Dear BBB,

I hereby acknowledge communication of case ******** which pertains to ************************ lost baggage which happened on his journey from ********* to ************* ************* on the 10th of August 2023.

As we understand it, *************** is still missing his luggage, and it is thereby classified as lost under The Montreal Convention, and he is seeking reimbursement of the max ********* of **** SDR (**** USD)

In a previous direct claim with us, he was paid a total of 637 USD, and wants the remaining amount of **** USD to be paid to him.

I can confirm that I have arranged a payment of the above mentioned amount to be made to *************** as a check sent to the address provided. Please allow up to 28 working days for this to arrive.

Best regards,
***********************
Air France and KLM ******** Care Assistant
Customer Answer
Date: 10/20/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

I am still deeply disappointed at the inordinate amount of time it has taken for KLM to acknowledge their simple liability here, especially the fact that they consistently ignored me until I made the same request more publicly through the BBB here - the customer service I have received over the last few months has been atrocious, and sufficient to deter me from using KLM in future.

BBB have been great, however, my thanks & appreciation for their help in finally getting this resolved.

Sincerely,

*********************
Initial Complaint
Date:09/15/2023
Type:Service or Repair 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 bought a round ticket with klm, I used only one way because for the return ticket they kept changing the days and at last the cancel and they reprogram without any confirmation by my side, when I ask for a refund they refund in an account I had before but at the time they refund my account was already closed it means doesn't exist anymore as a result the bank return the money to klm but klm says that they return the money and that my case is close and this is it. I really feel that they are taking my money and all this problem start because they were constantly changing my flight.
Business Response
Date: 09/20/2023
Your reference:
Our reference: *********

Dear BBB,
We regret to learn about the inconveniences the passenger ******************* describes in the claim ********.
According to our records,we refunded USD ***** on 25/11/2022 to the same bank account that the passenger used to purchase her ticket.
If the passenger has not received payment, we invite her to contact his bank directly.
Yours Sincerely,
***********************
Air France KLM ******** Care Assistant
Initial Complaint
Date:08/31/2023
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 recently made modifications to a reservation on behalf of my mother, who is currently unable to travel due to an ongoing case with USCIS. Original flight was scheduled for 03/28/2023. The new travel date was 08/21/2023. Following this change, as directed by the *** agent, I could clearly see the revised ticket details on the *** booking management website (attached for your reference -- attachment 1).However, upon seeking further assistance via phone recently, I encountered an issue. The representative I spoke to was unable to identify the updated ticket and advised me to address the matter through email. I followed this instruction and have attached the email response I received from the *** team asking me to call the same number (attachment 2). As seen in attachment 1, the claim that the previous change was not processed is incorrect. Attachment 1 shows the correct dates, after the previous changes, printed from *** website. I have also attached an email update and gate notification about the flight that both the phone and email agent claim does not exist. All further emails have been ignored by *** Despite these efforts, my mother's ticket has neither been rescheduled nor refunded. This discrepancy suggests that there might have been an oversight or error in processing the changes on ***'s side.
Business Response
Date: 09/19/2023
Dear BBB,

We are sorry to learn about the situation that ************ describes in his claim #********.
First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
Having verified the situation, I can confirm that we have arranged for the non-flown ticket segment to be converted into an electronic travel voucher (EMD), equivalent to its value on March 25th, 2022,when it was purchased at the exchange rate of 1 USD = ****** NGN.
This will remain valid for the next ******************************************* additional purchases with Air France, KLM or Delta Air Lines.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
KLM Customer Care

*********************************** * *** ********** ********** ****** ********* *** ****** *** * ***** *** *****
****** **********************
*** ****** ***
************************ ************** ******** *** ******************
Initial Complaint
Date:08/30/2023
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.
On 16 April 2023, I flew on *** flight **** from ********* to *********. The ticket was $183.42 and I paid $77.20 to check an extra bag. One of my bags didn't arrive in *********. I immediately reported the lost bag at the on-site desk. In the past, airlines have always been able to tell me where the bag was, but no one seemed to have any idea what happened to it. I called two days later to follow up and was told to complete a baggage inventory form to help identify the bag by its contents, which I did. I continued to call every few days for the duration of my trip, which was three weeks long. I was told multiple times that I would be reimbursed for items I had to purchase due to the lost luggage, so I kept my receipts to submit. At the end of my trip, my bag had been lost for more than 21 days, so I was also eligible for reimbursement for the items lost. I don't have room in this complaint to get into the details of how terrible the *** customer support is for lost luggage or how little information they either know or are willing to provide about the process. What I will say is that I attempted to submit my first claim for reimbursement of incurred expenses and they would only respond regarding reimbursement of the actual lost items. They ignored the receipts that I provided for my travel expenses and told me that I needed to provide original purchase receipts for the actual items in my bag. They name-dropped the Montreal Convention, although I can find no reference in that document requiring me to provide original purchase receipts. They closed my case with the minimum reimbursement and my response emails started getting bounced back. I attempted to update the complaint in their online system and received no response. The status states "We have processed your request and it is now closed," with no explanation. I believe that they make the process intentionally opaque and difficult to discourage people from pursuing fair compensation, which is pretty shady.
Business Response
Date: 09/04/2023
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.
Under the Montreal Convention and the General Conditions of Carriage our passengers are *********** the reimbursement of their proven and direct expenses. As no receipts to substantiate your claim have been provided (for either original items or replacements), you have received a forfeit payment equivalent to EUR 600 as a goodwill gesture from our side. We will not be able to increase this payment unless provided with further invoices relating to your incurred losses and/or expenses.
I would like to thank you for your patience while dealing with your claim.

Yours sincerely,

***********************************
KLM *************
Customer Answer
Date: 09/05/2023
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:

1. Please see the attached documents that I submitted multiple times, the first on 19 June 2023. These are the receipts for expenses incurred during my trip as appropriate for location and activity. So, the statement that I did not provide any receipts is patently false. Again, KLM is only looking at compensation for the actual lost luggage and isn't even addressing the ADDITIONAL compensation that MULTIPLE KLM employees told me I was eligible for. The claim for expenses incurred was supposed to be a completely separate claim from the claim for my lost items, which I stated multiple times in my emails to KLM, but they repeatedly changed the subject without acknowledging my request at all.
2. Regarding the compensation for the actual items lost, I (as stated above) intended to file that as a separate claim. KLM has referenced the Montreal Convention multiple times, and I have asked for a specific citation in the document that requires the the provision of receipts to receive compensation for the items that were lost. My request has been ignored. Furthermore, all of the previous emails I received from KLM stated explicitly that I had to provide ORIGINAL PURCHASE RECEIPTS for my personal belongings, which is absurd. They never said anything about receipts for purchasing replacement items until their response to this complaint.
3. I have a log of all of my phone calls with KLM employees during this process. I have all of the emails that were sent and received, so I can prove my statements above. It's also worth noting that I responded to every email from KLM, often only to get an email from them after several days stating they hadn't received a response from me. They never replied in chain, so there was never a running log of the conversation. And, to the best of my knowledge, there is no online portal where I can see the entirety of our communications. At best, their process is just bad. A worst, their process is intentionally opaque to make it more challenging for consumers to interact and receive allowable compensation for KLM's failure to carefully handle people's personal belongings. During the "investigation" process, I asked to speak to a manager or supervisor on multiple phone calls and was told that wasn't possible. There was literally no way provided to me to escalate my case. I have a handful of similar examples of how difficult their process is for consumers to navigate. Additionally, I have spent many hours of my time, first finding items that I needed when I was traveling, then dealing with KLM trying to find my bag, hauling my luggage all around the airports in ********* and ********* to the lost luggage desk and customs warehouse trying to find out where my bag might be, and now trying to find replacements for many items of personal value. I would appreciate it if KLM was more respectful of my time than they were of my property.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************************

Business Response
Date: 11/15/2023
Dear ******************,

Please find below our response to the BBB:

Dear BBB,

We are sorry to learn that ****************** remains dissatisfied with the resolution to her claim #********.
However, there is unfortunately nothing else that we can add to our previous statement. We will therefore have to respectfully decline the claim.

Best regards,

***********************************
KLM *************
Customer Answer
Date: 11/24/2023
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:
I don't expect this to go any further through this medium, but my overall experience with KLM has been remarkably disappointing and I won't be flying with them again. All they had to do was engage with me like reasonable people and we could have resolved this easily. Instead, they made the process onerous, sent form letter after form letter, and have provided well below the compensation to which THEIR employees told me I was eligible. Please close this case; I just wanted to go on record with my response.

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

Sincerely,

*********************************
Initial Complaint
Date:08/29/2023
Type:Service or Repair 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.
In March 2023, I booked business class round trip flights for my wife and myself from *******, ** to ******, ***** (connecting through *********) through KLM's website. The travel dates were June 11th to June 29th. We departed for ***** and the flight to ********* had no issues. The flight from ********* to ****** (June 12th), had no business class seating. I filed a claim for this and it was denied. On the return trip from ******, the plane from ****** to ********* had no business class seating. Additionally, when we got to *********, we were denied boarding and eventually moved to economy seats. Their excuse was that they had crew that needed rest. However, the people in my assigned seats were in civilian clothes and watched movies the entire flight. I suspect they upgraded someone to my seats and did not want to move them back to economy. Therefore, after paying over $8000 for business class, three of my four flights were in economy seats. After I got home, I opened a claim with KLM (claim C-*******). I gave them a fare analysis based on their advertised rates for the difference between Business class and Economy seating for the ******* to ****** route. I showed them photos of the economy seats on the AMS/MAD and MAD/AMS legs and that during check in, I was asked if I wanted to upgrade my Economy seats. At a minimum, I should have been refunded $2900 just for the AMS to *** leg. This amount did not include the economy flights for the AMS/MAD and MAD/AMS legs. I requested approximately half of my airfare to be refudned. KLM only refunded $1342 of my fare, so I paid nearly double the price of economy flights to fly in economy seats. My overall experience with KLM has been very disappointing. I thought they had a good reputation, but believe they handled this situation with dishonesty. I will avoid this airline in the future due to this experience.
Business Response
Date: 08/31/2023
Dear BBB,

We regret to learn about the inconveniences the passenger *********************** describes in the claim *********

According to our records, we reimbursed the fares difference in ticket prices on 03/08/2023 in the amount of USD ****** for each passenger,i.e. a total of USD 1341.72.

The refund was made by the same means of payment that the passenger used to purchase the ticket.

We have also offered them a commercial gesture of a credit of 450 EUR for each passenger.

We therefore consider this case to be closed.

Yours Sincerely,

***********************
Air France KLM ************* Assistant
Customer Answer
Date: 08/31/2023
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:

They offered a partial refund which is significantly less than the fare difference between business class and economy. Additionally, they did not address the fact that the charter airline (Privilege Style) they contracted to fly the AMS/MAD and MAD/AMS routes had no business class seats. While they did offer a 900 Euro voucher, it is useless as I would not fly on KLM again after this travel experience. It would be more prudent to refund me the appropriate amount, rather than expect me to spend any more money travelling with this airline to use a voucher.
KLM also could not offer details on how my wife and I were selected to have our seats taken. We were the first people to book in business class when we purchased tickets in March and when we checked in 24 hours before the flight, there were still five business class seats open. KLM most likely upgraded other customers to business class the morning of the flight and elected to give away my seats without any consultation with us. KLM should do the right thing and issue an appropriate refund.

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

Sincerely,

***********************

Business Response
Date: 09/12/2023
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 *********

We are sorry to hear of the passenger's dissatisfaction with our last email.

According to our records, our crew cabins required two business seats for operational reasons and therefore we had to downgrade the two passengers.

As we mentioned in our previous email, we reimbursed the fares difference in ticket prices on 03/08/2023 in the amount of USD ****** for each passenger, i.e. a total of USD 1341.72.

The refund was made by the same means of payment that the passenger used to purchase the ticket.

We have also offered them a commercial gesture of a credit of 450 EUR for each passenger.

We therefore consider this case to be closed.

Yours Sincerely,

***********************
Air France KLM ******** Care Assistant
Customer Answer
Date: 09/15/2023
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:

As previously stated, several issues were not addressed by KLM (charter flights had no business class, how we were selected, yet there were open seats the morning of the flight). The refund amount was inadequate based on a fare analysis that was provided to KLM based on advertised rates. Their only goal is to minimize their refund amount. Again, issuing a flight credit is useless as I would have to spend thousands of dollars to use it and after this experience, I would not spend any money with KLM again. Essentially, KLM committed fraud by selling business class seats and only providing business class seats on one of my four flights. How an airline can feel this is acceptable policy is incomprehensible. I caution all air travelers to avoid this airline as they will take your money and lie to you in an attempt to justify their actions

Sincerely,

***********************
Initial Complaint
Date:08/28/2023
Type:Service or Repair 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.
On August 2, 2023 I went on KLM Online and upgraded two tickets going from *** to ***. I received an email confirming that the price was 33 per ticket for a total of 66. However the email showed that my card would be charged ******. When I checked my statement today, KLM Online - *********** had charged me $68.79 (USD) twice, one for each ticket.
Business Response
Date: 09/01/2023
Dear BBB,

We regret to learn about the inconveniences the passenger Chitra Boulton describes in the claim *********

According to our information, on 03/08/2023 the passenger purchased seats for flight DL **** from ***** to ********* at a price of EUR ***** per ************ a total cost of EUR ****** for tickets ************* and **************
We therefore respectfully reject his request.
Passengers wishing to consult the detailed invoice can visit the following link: ************************************************.
Yours Sincerely,

***********************
Air France KLM ******** Care Assistant
Customer Answer
Date: 09/02/2023
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:

[Your Answer Here]The charge on their website was 33 per seat which should have been a total of 66. The e-mail that they sent me indicated that the total was 66 but they charged ******. I do not understand what the issue is here. They overcharged My credit card and are unwilling to credit me for the overcharged amount. I have travelled on KLM for years and this is very disappointing.
If this is not a case of buyer beware, I am not sure what is.

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

Sincerely,

***************************

Business Response
Date: 09/07/2023
Dear BBB,

We regret to learn about the inconveniences the passenger Chitra Boulton describes in the claim *********

We have reviewed the passenger case.

According to the passenger's documents that she sent us we can see that the total of her invoice was ****** EUR.

After checking her file we informed her that she had been correctly invoiced.

Passengers wishing to consult the detailed invoice can visit the following link: ************************************************.

Yours Sincerely,

***********************
Air France KLM ******** Care Assistant
Initial Complaint
Date:08/24/2023
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.
I took KLM/Delta from DUS-JFK on Jul 20, 2023 with a booking confirmation # ****** (from Delta website). I checked in a bag at DUS all the way to ***. After I claimed it and found there was a dent on the outside shell of the bag. Since I arrived late at night and I had to catch taxi to go back home, I didnt notice the damage till the next day. I filed the BBB complaint to Delta on Jul 21 but was only informed on Aug 24 that I had to compain directly to KLM. I ask for a refund for damaged baggage.
Business Response
Date: 08/30/2023
Dear BBB,

We regret to learn about the inconveniences ****************** describes in his claim *********

We understand that the passenger's suitcase was damaged when he travelled with us on 20/07/2023.

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), i.e. ******* EUR, at the current exchange rate and our passengers are entitled to reimbursement of their direct and proven expenses.

However, to compensate for the inconvenience suffered, I am pleased to offer you the sum of ****** EUR as a commercial gesture.

In order to proceed with the payment of your compensation, we invite the passenger to provide us with the following information:

Bank detail:
Bank name:
Beneficiary name:
Bank name:

We will proceed with payment as soon as we receive the requested information.

You can contact us again by replying to this e-mail. Please do not amend the subject line. This will ensure that your reply is added to this file and that we can process it as quickly as possible. This e-mail address can only be used to reply to a specific file reference mentioned in the subject line and not for any other correspondence.

Yours Sincerely,

***********************
Air France KLM ******** Care Assistant
Customer Answer
Date: 08/30/2023
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 just provided my info. via email. I will wait to get a refund. Thank you for your prompt response.

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

Sincerely,

**** **

Business Response
Date: 12/18/2023
Dear *****************,
Please find below our response to the ** BBB:

Your reference: ********
Our reference: *********

Dear BBB,

According to our records, on 12/12/2023 we sent a cheque for ***** USD to the postal address given by the passenger.

The cheque will be delivered within 28 days from the date of sending.

Yours Sincerely,

***********************
Air France KLM ******** Care Assistant
Customer Answer
Date: 12/29/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***********
Initial Complaint
Date:08/17/2023
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.
At 10:29am EST, On or about April 21, 2023 I opted to upgrade KLM flight 876 from economy to first class. I did this via my website portal w/KLM for the passenger I was making the booking for. The price for the upgrade was $1,815.69. Later that morning, however, after making the charge in question I was astounded to find a WEB-SPECIAL KLM was promoting for the same flight for the same first class upgrade for $699.06. So, like any ***************************, after clearly seeing that their WEB-SPECIAL was nearly one-third the cost of my original purchase, I opted to purchase this upgrade at 11:00am EST, on the very same day, via their website (SEE EXHIBIT C_$699.06-FIRST CLASS UPGRADE PURCHASE #2). I thereon followed up with a call to KLM so that they would refund my original purchase regarding the charge in question and instead honor the of the lower, WEB-SPECIAL which as a consumer I am ***********. Instead, it appears that they charged me twice for the same ticket upgrade at both cost levels as shown in Exhibits B&C. After speaking to KLM several times on the phone, they informed me that they would do just that. They further informed me that they put in the request to refund me the $1,815.69 and if I did not see the charge removed from my credit card billing statement within **** business days, to call my credit card company, and to dispute the charge as this often happens with their systems. I have been defrauded through inducement. KLM has been unjustly enriched. Furthermore, KLM did not respond timely to my May 3 complaint as prescribed by Barclays via my creditor's agreement with Barclays. To date, Barclays has not honored my dispute with KLM. To summarize, I do not deny authorizing these charges. As enclosed and as shown below, what I do claim and have proven, is that KLM has charged me twice for the same product and purchase, which is unacceptable and unethical.
Business Response
Date: 08/30/2023
Dear BBB,

We regret to learn about the inconveniences the passenger *************************** describes in the claim *********

We have reviewed the passenger file. According to our records, we have cancelled the ticket transaction for the amount of EUR *******. We have also contacted the payment department to investigate what happened. They will contact the passenger directly.

You can contact us again by replying to this e-mail. Please do not amend the subject line. This will ensure that your reply is added to this file and that we can process it as quickly as possible. This e-mail address can only be used to reply to a specific file reference mentioned in the subject line and not for any other correspondence.

Yours Sincerely,

***********************
Air France KLM ******** Care Assistant
Customer Answer
Date: 09/25/2023
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:

According to my records, I still have not received the refund of $1779.81 EUR to my Barclays Mastercard ending in **** as promised within the Businesss/KLMs response to myself and BBB
Please follow up and advise

Thanks

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

Sincerely,

***************************

Business Response
Date: 10/18/2023
Dear BBB,

We regret to learn about the inconveniences the passenger *************************** describes in the claim ********.

The payment service informs us that there is already a reversal due to a credit request amounting to EUR 1651.87.

This was done using the same means of payment as the passenger used to purchase the ticket.

We will therefore deny the passenger's claim.

Yours Sincerely,

***********************
Air France and KLM *************

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