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:08/17/2023
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 purchased a return ticket from klm (******) and on departure day I was told I needed some more documents by the ********** at ***********. They told me that once I have them I should call for a departure date. Which I did and I was booked on a 19th March, 2023 flight I am now trying to change my return ticket from Nov 28 to a date this week and I am being told I don't have a return. They say that at booking ticket was changed into a one way. I asked them by who because I called them to make the booking for the 19th March.. and now they don't provide anymore information all they say is that it's unfortunate but they have nothing to do. I am confused and stuck as I need to fly back to *** this week Klm whatsp feels like artificial intelligence answering complete nonsence On reaching out to Klm ******, they checked and said the changes were done by ************* office. I really need klm to acknowledge their mistake and re issue my ticket as soon as possible I need to travel this week I have been a klm customer for way too long to be tested like this
Business Response
Date: 08/24/2023
Dear ******************,

Please find below our response to the BBB:

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.

I can confirm that I have authorized a reissue of the passengers return ticket for September 7th.If this date is not suitable, kindly refer back to us and we will endeavour to find a date closer to time.

I would like to thank you for your patience while dealing with your claim.

Yours sincerely,

***********************************
KLM *************
Customer Answer
Date: 09/08/2023
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 solve my issue.

1. KLM removed my return ticket from their system

2. I made lots of loses including buying another ticket

3. BBB helped me to contact KLM

4. KLM issued a ticket with a date that was not convenient to me. I tried and failed to get in touch with KLM. The only solution they said was for a refund

5. They say the will refund USD 69 which is not agreeable to me because it cant bring me back to the US

6. I want KLM to give me a reasonable refund/compensation that can buy return ticket since they cannot restore my original return date

Regards

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

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

Sincerely,

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

Business Response
Date: 10/03/2023
Dear BBB,

We are sorry to learn that *** ******* remains dissatisfied
with the resolution to his claim #*********

As *** ******* did not use his inbound ticket segment, we
are offering a reimbursement of the difference between half his original ticket
value ($507.23) and newly purchased ticket with Emirates ($1,514.35). We reject
a reimbursement of his daughter's ticket in full, as this is not considered as
related to his original claim.

Payment of this will be made by cheque to the passenger’s
address. Please allow up to 28 working days for this to arrive.

Best regards,

********** *******
Air France Customer Care

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

Business Response
Date: 10/03/2023
Dear BBB,

We are sorry to learn that *** ******* remains dissatisfied
with the resolution to his claim #*********

As *** ******* did not use his inbound ticket segment, we
are offering a reimbursement of the difference between half his original ticket
value ($507.23) and newly purchased ticket with Emirates ($1,514.35). We reject
a reimbursement of his daughter's ticket in full, as this is not considered as
related to his original claim.

Payment of this will be made by cheque to the passenger’s
address. Please allow up to 28 working days for this to arrive.

Best regards,

********** *******
Air France Customer Care

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

Customer Answer
Date: 10/10/2023
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,

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

My mailing Address is:

17906 81st St. E.
Bonney Lake WA 98391 USA

Customer Answer
Date: 10/10/2023
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,

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

My mailing Address is:

17906 81st St. E.
Bonney Lake WA 98391 USA
Initial Complaint
Date:08/17/2023
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 purchased lounge access for my flight (Flight KL0602) arriving in AMS on 6 July 23. However, my flight was delayed leaving LAX by nearly 2 hours and was also delayed when gaining a parking spot into *********. Unfortunately, I was unable to use the lounge access and only had enough time to make it through customs and to my next gate. As a result, I requested that the lounge pass be refunded due to non usage via KLM. However, KLM stated that I "did" use the lounge pass and therefore could not receive a refund and that is not true. I did not access the lounge because I did not have time due to the flight delays during departure from *** and arrival in AMS. I am once again requesting a refund of lounge pass that was not used and that KLM check the records for that date of service for lounge access and they will be able to confirm that I did not access the lounge.
Business Response
Date: 08/23/2023
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.
Having verified the situation, I can confirm that our ************************ has today arranged for the passengers claim to be paid to her by transfer to the bank account that she provided us with earlier.Please allow up to 28 working days for this to arrive.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

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

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

Customer Answer
Date: 08/24/2023
Better Business Bureau:

I have reviewed the response in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Thank you for taking the time to check the details of my case and refund the amenities I was unable to use due to flight delays while traveling with KLM.

Thank you,

*************************
Initial Complaint
Date:08/08/2023
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.
Spent hrs on phone with KLM over past week to no avail (booking NATQT6). Made booking over phone on July 30 ~11:30 am MT. Agent confirmed price includes all fees/taxes and is in CAD dollars ($7993.15 CAD), so booked. A day later, saw a pre-authorized amount on my **** for $10,867.18 , called right away, ~1:30pm, despite being at work. Told agent Id like KLM to honor quoted price. He checked and recognized there was a system error, but only solution they can offer is a full refund. Unfair & disappointing, as I had spent hrs researched/booked hotel/car, requested time off, family was super excited. Said h*** do *************** cancellation on his side to ensure it goes smoothly, & confirmed its within cancellation window. Told him cancellation window for full refund is 24 hrs, said, for ****** its 30hrs. Regardless, its KLMs fault for charging a different price than agreed. Told him only cancel if will get full refund, he confirmed and canceled & said should get email confirmation. I then filed complaint C-*******. Waited, never got email, called back in evening, ~6:30pm, again spent 1hr+ on phone! ***** said theres no notes on file, apologized, said they have a new IT system, & same issue happened to him with confusion in currency, due to new system. He assured will leave notes & created a case (********)& confirmed full refund will be issued. A week passed, no email confirmation! Called again on Aug 6th at ~4:30pm & told agent to read notes so I dont have to explain over again. To my disappointment, agent said theres nothing on file about a refund & all I could get back at most is the tax, under conditions of my *************** already canceled! She started a new refund request & warned may not get approved. Got email this time, refund request #****************. I have no faith in KLM. Their IT infrastructure is broken. No one knows what is going on. Every time I call, I start from scratch. To make matters worse, their phone system often disconnects
Business Response
Date: 08/09/2023
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 our ****************** has today arranged for the passengers tickets to be refunded back to his original form of payment. Please allow up to 28 working days for this to arrive.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

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

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

Customer Answer
Date: 08/10/2023
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:

[Thank you for responding. Its unfortunate it took this massive effort and much wasted time and time off work calling KLM and following up on this, to finally get what Im *********** and clear things up. However, as noted by initial request, the refund is necessary but far from sufficient:

1. I want KLM to honor the initial quoted price ! Or at least give me an additional refund for the difference or at least KLM credits
2. I want compensation for the 10+ hours wasted on this ordeal.
3. I want the refund to be in CAD dollars, so its the exact same amount I was charged. As there will be an exchange rate difference, as you know
4. The refund takes up to 28 working days!!! Thats an amount in excess of $10, 000 CAD and I need it now. How can we close the case before the full refund is received and how can I book anything else without having this nowIve already waited more than 10 days.

I cant book anything now! I had a few alternative options back then and all prices have gone significantly up since then, so unless they honor this, we can no longer go on a family vacation and my vacation hours at work will expire, which I was collecting for over a year. We had not gone on a family vacation for years and were looking forward to this vacation, all ruined to do a KLM error.

]

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

Sincerely,

***** ******

Business Response
Date: 09/11/2023
Dear BBB,

Having verified the situation, further to the already received refund I can confirm that our ****************** has arranged for a Financial Adjustment between the sum paid and sum received of $447.50 to be paid to the passenger by cheque,posted to the address which he provided when opening his claim. Please allow up to 28 working days for this to arrive.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
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:

==
I'm not satisfied, but please close the case. They made it clear they will not do anything more. I will pursue it further with CTA - Air Passenger Protection, and have already filed a case and attached all proof.
They have now refunded me the amount paid, but after so much pain and misery and wasting 10+ hours and having to cancel all my plans. At minimum, I wanted KLM to honor the original price or refund me the price difference between what was quoted vs what was charged. It made no sense from the beginning....I called a ******** KLM number, posted on their ******** KLM website, agent confirmed for me it's in CAD dollars, and yet instead of owning up and taking responsibility, they gave me such a hard time.
The experience was so bad and so traumatizing that I will never book through KLMsphone system again. As a matter of fact, I ended up booking another ticket to the same  destination (*********) but through Expedia. However, after the earthquake there, I called Expedia to change destinations. The exact same flight was $628 cheaper if booked through KLM instead of Expedia! Expedia gave me the option to get KLM credits that I can use by calling KLM directly to book, however, due to the traumatizing phone support with KLM, I took the difficult decision to just pay over $628 extra and book through Expedia and not have to deal with KLM phone support! I have a proof of this. I'm very upset about this! They really need to fix their phone support and better train overseas staff!

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

Sincerely,

***** ******
Initial Complaint
Date:08/08/2023
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.
Please see Section "Desired Resolution" under "Explanation"."Desired Settlement" is $2700.00
Customer Answer
Date: 09/02/2023
At this time, I have been contacted directly by KLM Royal Dutch Airlines regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
On August 7th and 14th, KLM sent ** "remittance advices" indicating that $110.0 was transferred to my bank account on each of the
aforementioned dates. We never indicated that we were accepting these amounts as reimbursement for our claims. Our claim specifies
that the necessary items that we purchased amounted to $2,000.00 (approx.) and, at KLM's request, we provided an inventory of items purchased
and all of the receipts documenting those purchases. As our claim indicates, we're also requesting a refund of the ticket price since we were
deprived of our vacation not to mention the stress and anxiety that we endured in all of our attempts to find our luggage and pain involved in
walking without a brace that was in the luggage (I'm 77 and suffer from neuropathy and spinal stenosis). I'm time constrained now, but we
will provide any of the aforementioned documents deemed necessary.



In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 09/13/2023
BBB ref.: ********
Our ref.: *********

Dear BBB,
We acknowledge receipt of your message dated September 12.
We have reviewed ** ******* and *** ******* case again. We have not received, to this date, any receipts of purchase incurred for first need expenses despite our numerous requests.Therefore, we have paid them the forfeit, i.e. $110.00 per person.
We will of course review the amount paid should the passengers provide us with receipts of purchase.
With regards to the refund of their tickets,we must stress once again that they have been used. Therefore, we must continue to respectfully decline our mutual customers request.
Best regards,
******************
Air France KLM *************
Customer Answer
Date: 10/18/2023
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:

To: ***************************** (*********) BBB ID#********

Your most recent email refers to an absence of fiscal receipts. By my count, there are at least three
copies of our receipts that had been sent to a combination of you and ***************************** (*********).
The Better Business Bureau is a neutral, reputable not for profit organization that has written to me
that they have "provided the business with the supporting documents on multiple occasions. We've
again sent the documents to the business upon their request today 10/11/23." Primary among the
supporting documents that I requested to be sent to you and **************** were our receipts.In addition,
we used a third party, namely Staples to scan and send our receipts to you on or about October 7, 2023.
I would suspect that **************** and you could come up with a good copy of our receipts among the
multiple copies that have been provided to you. AirFrance/KLM and airport staff told us repeatedly to
save receipts for needed replacement items and that we would be reimbursed. I hope you make good
on this commitment.
While I have this opportunity, I want to renew my request for a refund of our air fare (approximately
$700.0). As I trust you know by now, our luggage was missing during the entirety of our stay in *****
from June 28, 2023 to July 8, 2023. This resulted in a terrible ordeal for us that is well documented
in our complaint to the BBB as well as a number of other documents that are in your files.
In this connection, I would ask that you confirm ******************** assertion that once the tickets are used
that AirFrance/KLM is absolved of responsibility for any loss that we might suffer. Is this AirFrance/KLM
policy? Keep in mind that it wasn't just our luggage that was lost. There was absolutely no luggage
from our flight on the carousel when we arrived in ********.
Unfortunately, I assumed that once luggage is placed in a carrier's care that a major carrier of AirFrance/
KLM's stature would take responsibility for loss that occurred through no fault of ours.
On Friday, October 13, 2023 at 10:57:10 AM EDT, AIR France KLM <********************************> wrote:

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

Sincerely,

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

Business Response
Date: 10/30/2023
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
==================================================================
******* ********** ******

Name: ***************************
Dear BBB ********
We have contributed for the baggage delay expenses, in the absence of fiscal receipts, to the amount of 110 USD per each passenger under file references ********* and ********* .
We will consider further reimbursement upon the presentation of the corresponding fiscal receipts.
Please scan and forward us the fiscal receipts in response to this email for analysis.

Best regards,
*****************************
Air France KLM *************
Initial Complaint
Date:08/02/2023
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.
On June 26th 2023 I booked a flight From ****** to ******* with KLM/Air France. The flight was set to leave on July 1st with a direct flight from ****** to *********. From ********* it would go to *******. One of the reason I purchased with KLM was because there was only one stopover on the way and I have limited vacation time to spend with my family in ********. On the morning of July 1st, I recieved an email that said my flight had been cancelled due to "Operational constraints". I immediately called and they found me another flight leaving a day later with a layover in ******* and *********. So Now I would not be in ******** until the 4th when originally I would be there on the 2nd. I requested compensation on their website for the cancelation and a week later I recieved a letter from ******************* *****, Air France and KLM ************* Assistant.It read as followed, Dear ***************,Thank you for your e-mail dated July 1st, 2023.I am sorry that your flight KL668 from ****** to ********* on July 1st, 2023 was cancelled because of Cockpit reasons. Unfortunately, the cancellation of your first flight caused you to miss your connecting flight.However, your full itinerary started and ended in countries that are outside the *************** The European Court of Justice has ruled that the legal compensation set by the ** Regulation 261/2004 does not apply to such an itinerary. Therefore, I cannot respond favourably to your request.Despite this unfortunate experience, we hope to see you on board our flights again soon.We value your loyalty to us.Kind regards,******************* ***** Air France and KLM ************* Assistant Basically the letter says that they won't compensate me because they don't have to and I feel like obviously my time isn't valuable to them. To make matters worse, on my flight from ********* to *******, I was seated with 2 people and one was a drunk ******** man that would not let us rest and wanted to fight. Terrible.
Business Response
Date: 08/11/2023
Dear BBB,

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

We are sorry that the flight from ****** to ********* on 01/07/2023 was cancelled due to technical reason.

According our records, the passenger travelled from an airport not located within the ** to non-** country, the ** regulation 261/2004 does not apply in this case and so there is no entitlement to compensation.

We are sorry if the passenger had a difficult time during the flight due to the behaviour of another passenger. We will contact our cabin crew for further investigation.

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: 08/16/2023
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]
There has been no accountability nor any attempt to resolve the issue. They are simply stating that they dont need to do anything because my canceled flight and delayed leisure time with family is not able to be considered for compensation because we are not in Europe.

In order for the BBB to appropriately process your response, you MUST answer the question above.
There has been no accountability nor any attempt to resolve the issue. They are simply stating that they dont need to do anything because my canceled flight and delayed leisure time with family is not able to be considered for compensation because we are not in Europe.

Sincerely,

***********************
Initial Complaint
Date:07/27/2023
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.
KLM Refund request: ID **************** Its been over a month and KLM is holding my refund of $995.56 USD hostage with different answers as to why the refund has not been issued even though it has been approved. It is unacceptable for a company to hold on to almost a thousand dollars hostage. Something needs to be done because right now I fully believe that KLM has stolen my hard earned money.
Business Response
Date: 08/11/2023
Dear BBB,

We regret to learn about the inconveniences *** ************************* describes in his claim ********.
We have reviewed the passenger's case and have sent a request to the payment team to refund the passenger the full amount of his ticket.
They will contact him directly to inform him about the refund.
The passenger can follow his case with the reference below: ****************
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
Initial Complaint
Date:07/25/2023
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.
We had a flight cancelled the day of the flight. ********* to *******. We were told to spend the money to stay over and *******. We did as we were told. We submitted the request for compensation as we were directed. We were asked again and again to submit the information and told finally we are being ignored. We are out over $3,000 CDN plus the airline, pre regulation 261/2004 is required to compensate us 600 Euros each (there are 5 of us). We are being ignored. We began submitting this request over a month ago with many phone calls. No one is getting back to us and we are now unable to get anywhere. The request is to be made online but no one will respond.
Business Response
Date: 08/01/2023

Dear BBB,

We regret to learn about the inconveniences ******************* describes in her claim #******** and would not wish for this to reflect on the level of quality that we aim to provide to our customers.
While not under ** Regulation 261/2004, as per APPR (Air Passenger Protection Regulations) this is a situation where there is an entitlement to compensation of CAD **** per person. I therefore confirm that I have arranged for a payment of CAD **** per person in addition to the incurred expenses in ********* and ******, which will be paid to the passengers bank account which she had provided in her earlier claim. Please allow up to 28 working days for this to credit.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

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

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

Business Response
Date: 08/01/2023

Dear BBB,

We regret to learn about the inconveniences ******************* describes in her claim #******** and would not wish for this to reflect on the level of quality that we aim to provide to our customers.
While not under ** Regulation 261/2004, as per APPR (Air Passenger Protection Regulations) this is a situation where there is an entitlement to compensation of CAD **** per person. I therefore confirm that I have arranged for a payment of CAD **** per person in addition to the incurred expenses in ********* and ******, which will be paid to the passengers bank account which she had provided in her earlier claim. Please allow up to 28 working days for this to credit.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

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

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

Customer Answer
Date: 08/03/2023
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. The matter has NOT been resolved until compensation is received.
I want to ensure KLM is aware of all the claim numbers to be able to pay compensation. Banking information is on those claims:
**** and *************************** *********
************************* *********

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

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

Sincerely,

***********************
Initial Complaint
Date:07/24/2023
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 June 27, 2023 I flew KLM from *******, ******* to ******, ** (return trip). I decided to check my one (1) bag for the trip. Upon checking my bag I realized I had been charged 3 times for one bag and also for a seat change, which I did NOT make. I had paid for all my seats when originally booking. I asked the agent to correct it and was told she couldnt fix it- I would have to deal with customer care. When I returned home I tried to file a case to be reimbursed. Multiple phone calls resulted only in being told I had to file on line. I opened a case and have attempted more than 8 times to send my documentation. My emails have either been told not received OR have been rejected by their server. The total amount is only about $150.00 but I am completely frustrated with KLMs lack of response and courtesy. I have sent receipts and also a copy of my bank statement.
Business Response
Date: 08/04/2023
Dear BBB

We are sorry to learn about the situation that *************** describes in her claim ID ********.
First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.

Under your booking reference ******, we can see that is was paid to check one bag twice for the same flights as per receipts below. Also only one piece of luggage was checked in to the flights (tag number ********** - weight 10Kg).
Receipt number ************* - Issued on 27/06/2023 - 1st excess bag - paid - DKK447.00 (EUR60)
Itinerary
FROM        TO        FLIGHT NUMBER        DATE
BLL        AMS        1346        27JUN
AMS        BOS        0617        27JUN

Receipt number ************* - Issued on 27/06/2023 - 1st additional bag - DKK447.00 (EUR60)
Itinerary
FROM        TO        FLIGHT NUMBER        DATE
BLL        AMS        1346        27JUN
AMS        BOS        0617        27JUN

As per our investigation, we would to refund one of the baggage charges via bank transfer, for that we kindly as *************** to reply us with her bank details as listed below.

Bank Name:
Bank address/country:
Account Holder's Name:
Account Number:
Routing Number:
SWIFT Number:

Also we would to offer our apologies to *************** for this double charge, please accept our sincere apologies for any disappointment or inconvenience you experienced. We appreciate your understanding and want to assure you that we remain committed to providing the highest level of service to all our valued passengers.

Best regards,

*********************
Air France KLM ************* Assistant

Kind regards,

******************************| Customer Engagement Specialist | Air France-KLM
Email: **********************
Initial Complaint
Date:07/24/2023
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 was suppose to meet my fiancee in ********, she is from *****. She had all the documentation needed to fly & was denied at the gate as the flight was boarding. We lost an enormous amount of money. We filed a complaint with *** (*********) they took 3 months to investigate and simply said she didn't have the right documentation. They didn't say what she lacked. Her flight went thru ********* & from there to ********. Since she would remain in the ******** international transit area no transit **** is available or required. Additionally, ******** doesn't require (or even offer a ****) unless you plan to stay for more the 90 days. We planned just 7. Here is the docs she presented:Her passport Her COVID 19 proof of vaccine document A purchased Ticket A fully paid hotel reservation that aligned with her return flight. A copy of transiting rules for ***************************, indicating NO transit **** Visa was required if you remain within the international area. She also had live links to this information and contact phone numbers for the *** staff. A printed copy of the **** rules for ********, which DOES not require a **** for ****** citizens staying less than 90 days. Travel itinerary Proof of Funds Proof of enough money for your stay and to leave ********, Sandals is all inclusive. One *** told her they were concerned with her safety, the *** employee saying it wasn't safe to go to a Sandals resort? Another *** employee told her I was a criminal, he acted like he had completed some sort of background check. ***** was told by one *** employee that the ticket was sold at a profit to a stand by customer. *** suggests travel insurance would have covered my expenses - NO - I had already flown by the time *** blocked her flight. ******** went to the airport a few weeks earlier to be sure she had all the needed documents and this was confirmed @ ***'s desk. The two employees at the gate refused to give their names and had removed the name tags.
Business Response
Date: 08/10/2023
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.

We are currently still in the process of investigating the events of February 20th and are liaising with our station managers in ******* as well as the relevant immigration authorities. As soon as we have received an answer, we will revert back to you at the earliest opportunity.

I would like to thank you again for your patience while dealing with your claim.

Best regards,

***
Customer Answer
Date: 08/10/2023
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:

This response from KLM Royal Dutch Airlines isn't a "response" at all. Only a request for more time. It's clear their initial investigation was never conducted. The questions and resolution we are asking for would have been included and detailed in the original 3 month long investigation. This simply feels like more stalling or perhaps KLM hoped this would go unanswered.

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

Sincerely,

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

Business Response
Date: 08/30/2023
Dear BBB,
We refuse to reply to the claim regarding our customer ******************************************* through the BBB on the basis of privacy and jurisdiction, i.e. this is a third party (*******************************) making a claim on behalf of a non-U.S. resident whose journey does not touch ****************************.
Further, we also refuse to pay the expenses claims by this party, as ****************** has no contract for carriage with KLM. We therefore advise him to forward his claim for his flight from the ******** to ***************** as well as his hotel costs to his private travel insurer, if applicable.

Best regards,

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

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

Customer Answer
Date: 10/27/2023
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, I need more time to respond. I'm letting you know so the case isn't closed.

Thank you, ***************************

ID #********.

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

Sincerely,

***************************
Initial Complaint
Date:07/19/2023
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.
My travel companions and I had to get our carry-ons checked before we left ******************** on june 2nd and on our way back to ************ from ****** because of being on an over booked flights. Which resulted in my baggage getting damaged on the way to ***** from ******. Which essentially made traveling around ***** and getting home even harder. It's been over a month since I put this request in to get a refund. And KLM "approved" a refund of $160, but hasn't been given it to me. I have been trying to contact them for weeks, but no answer. They closed my request as well.
Business Response
Date: 07/31/2023
Dear BBB,

We regret to learn about the inconveniences **** ***********************;describes in her claim *********
According to our records, we paid the passenger on 26/06/2023. It is possible that the passenger's bank details are not correct.
Bank account:
Rounting number:
Bank name:
Full address:
We will examine the passenger's file 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 ************* Assistant
Customer Answer
Date: 08/01/2023
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:

So KLM contacted me directly through email regarding my BBB complaint. I then forwarded the emails from KLM to BBB via email. I also responded to KLM via email and forwarded those emails to BBB as well. I had previously sent my bank information via email and over the phone. I also sent my previous bank statements.

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

Sincerely,

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

Business Response
Date: 08/07/2023
Your reference: ********

Our reference: *********
Dear BBB,
We regret to learn about the inconveniences Miss ***********************;describes in her claim *********

After investigating, we discovered that the reason why the passenger's payment had not been validated was that the passenger's address on his account was registered in ***********. In fact, at the time of payment, we had his bank in ***********, whereas he was in *****************.

We changed this and proceeded with the payment.

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

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KLM Royal Dutch Airlines is NOT a BBB Accredited Business.