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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Submit a Complaint

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:07/17/2023
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.
My dispute is with KLM. I purchased airfare directly through KLM on 2/11/2023. My booking allows for flight changes or future flight voucher. I needed to change the date of my flight departing 5/11/2023. I informed them on 5/10/2023, prior to my departure. Their online system + assistance from KLM rep instead initiated a refund in their system. My booking did not allow for refund! So, because a refund was started in their system, they are now claiming I forfeited my $1740.00 airfare!! But I have text have dialogue + email response (attached) from KLM's reps acknowledging they made a mistake, but they have no ability to resolve the issue. I filed a formal complaint within their website, but they have since closed the case and simply regret to inform me the decision is not as I wished and hope I choose them again for future flight travel. They have provided no airfare nor a future flight voucher, so at this point they have taken my money! I also filed formal complaint with ***** of *************** BBB please Help! Beyond my seeking refund from KLM (or flight voucher), I also want it to be made known to the public what is happening - again, please help!
Business Response
Date: 07/26/2023
Your reference: ********
Dear BBB,

We regret to learn about the inconveniences Mr. *************************** describes in his claim *********
We have reviewed the passenger's file, and according to our records, the refund request was made voluntarily by the passenger on 10/05/2023.
We have therefore proceeded with the refund in accordance with the fare conditions on the ticket.
We understand that this is frustrating for the passenger and we are sorry.In the future, we invite the passenger to contact the *********************** to find out more about the conditions of their ticket before making any changes.
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: 07/26/2023
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:

[Your Answer Here]

Good morning *****,
Thank you sincerely for helping. I reject KLMs response as they are ignoring that I was MISLEAD into creating a Refund Request WITH their aide. I never wanted a refund because I knew my ticket did not allow for refunds. I spent $1740.00 on this ticket. When they say they issued a refund, they omit that that amount is only $75.00 (or the taxes of the booking).
They are dehumanizing me and not treating me as a person - instead relying on policy. I do not have a voice with them. They helped push me into to making this erroneous refund choice, and are ignoring my plea to have my remaining $1665.00 applied to future flight travel. I show this in the attach docs I submitted. They are considering it forfeited which is heinous.

I never wanted a Refund because I always knew my ticket was non-refundable! It was stated in the purchase when I bought ticket. But their site and agent assist pushed me into the Refund submission. I assumed the process would then allow me to request flight change or future flight voucher. Its their poor website design and their aide that initiated this whole problem.

I want KLM to issue a future flight credit for the $1665.00 they still have on account.
That is fair and reasonable. It is unreasonable for them to keep that much money and consider it forfeited. No service was provided or warrants them to keep it.

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

Sincerely,

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

Business Response
Date: 08/10/2023
Your reference: ********

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

Dear BBB,

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

We have the passenger's case and we are pleased to refund the amount of ******* USD in a non-refundable voucher valid for 12 months as a good will gesture.

We invite the passenger to contact the *********************** if he wishes to make any changes in the future in order to avoid complications such as this one.

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: 08/18/2023
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:07/10/2023
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.
So I was supposed to travel on June 18th but the flight got delayed because of some maintenance issue but the catch was it was not delayed it was cancelled but the workers did not inform anybody. I had two connecting flights and they did not help, instead they left me hanging at the airport and the airport was not 24 hours so they kicked us out and I called the Delta airlines they rebooked it the next day but I was charged for the uber and the luggage which was unnecessary and I am sharing the receipts. And then I was flying back on July 7 and then again I had issue as the people who were at the counter they said they dont have my booking as its not confirmed because there were changes before, so the airlines were responsible for that but these people I have their pictures they did not help me at all instead they were laughing at me. I was standing at the counter and instead of helping me they were ignoring me. And one of them literally told me that we will leave at 2:55 am so you wont be left with any option and then the lady she harassed me, she said she wont help me neither I can catch the flight. I told them I had the receipt I paid for the flight that please help me but they did not. Moreover they called the security and the security was on my side as I was genuine and then thankfully my agent called the delta airlines superiors and they confirmed it at 3:00 am and my flight was at 3:55 am. But then again instead of apologising for treating me that way and giving me the boarding pass they blackmailed me to delete the videos and pictures otherwise they wont provide me the boarding pass. It was my worst experience ever. I would request my refund as it wont be fair for me to pay for all the receipts and flight which was genuinely pathetic and disappointing. I know this fact that being an employee their first responsibility is to keep the customer happy but they made me cry at the airport. I am also attaching my boarding pass so you could investigate.
Business Response
Date: 07/18/2023
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.
Having verified the situation, I can confirm that I have arranged for the passengers transport expenses to be reimbursed to her by check, sent to the address that you have provided us with. Please allow up to 28 working days for this to arrive.
Kindly be advised that we are unable to offer refunds on fully flown tickets.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

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

*********************************** | *** Engagement Specialist (North America), AIR FRANCE KLM & DELTA AIR LINES
****** **********************
*** ****** ***
************************ ************** ******** *** ******************

Customer Answer
Date: 07/18/2023
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:

So I have already mailed you once telling how pathetic my experience was in my claim #********, and I have received a revert back saying Ill be getting a refund of ***** USD. Are you kidding me right now? That wont even cover the uber expenses and I have bags receipt which I was not supposed to pay that was ******************************************************* I begged and cried them for help but they were just ignoring and laughing. What about the inconvenience that I have faced, while going from ****** to ********* I had to be on an airport for a whole day just to know after waiting for 9 hours that the flight was cancelled and then while arriving back here had to face the rude behaviour from the staff. Moreover on *************, when my agent helped me the staff threatened me to delete the pictures otherwise they are not gonna provide me with my boarding pass. They wont let me board if I didnt delete the pictures. I mean first of all how could they be so heartless and pathetic, that they just didnt help at all, second of all I need a full compensation on this as it was a very pathetic experience and I had to face a lot of problems while travelling and I dont think thats fair. And you have also mentioned in the mail that you are unable to offer refunds on fully flown tickets but its with the specific flights which were flown on time but in my situation I missed all of my 3 flights when I was departing from ****** to ***** and then from ***** to ****** again had to get myself embarrassed by sitting on the floor at airport and crying because no one was helping me. And I dont think in any way thats fair to me. ***********, I would like to talk to a manager in person please. I hope I wont have to right another mail explaining how bad it was for me. Once again I am uploading the receipts of my expenses and also I would like to claim a full fledge refund on my flight tickets as well.

Sincerely,

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

Customer Answer
Date: 07/21/2023
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:

Because I think nobody deserves what happened with me and if you cant refund me the whole amount at least I wanna claim my baggages amount of 200 USD and half the amount of tickets for cancelling on me and leaving us hanging at the airport. Please I need my claim.

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

Sincerely,

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

Business Response
Date: 08/11/2023
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.
As previously stated, no baggage fee invoice for $200.00 has been forwarded to us. However,upon receipt of this we are happy to reinvestigate this part of the passengersclaim.

Best regards,

***********************************
KLM *************
Initial Complaint
Date:07/07/2023
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.
My flight was overbooked and I along with 9 other passengers had to stay overnight and take another flight out the next morning. KLM issued a compensation voucher that was approved on May 10th every time I call because it has been 2 months and I have not received anything they tell me to call back next week I have called every week for the past 3 weeks/ today I was told the agent who booked my trip has to call in and approve my refund to go into my account. I am not getting any answers and my refund should have been processed back in June
Business Response
Date: 07/19/2023
Dear BBB,

We are sorry to learn about the situation that ****************** describes in his claim ID ********.
First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
Under the booking reference ****** we can find:
Original ticket ************* - issue date: 24FEB23
FROM        TO        FLIGHT NUMBER  DATE            TIME
***        ***               ******          *****     ****
***        ***               ******          *****     ****
***        ***               ******          *****     ****

Under claim reference C-******* (1******), it was processed the compensation payment amount of **R600 (via bank transfer) for flight cancellation - ***** ******* * according to ** Regulation. Also passenger ******************* was reroute to her final destination ******** on flights below:
*******        ****** *******   ****
*******        ******   *******  ****

We could not find the mentioned voucher, we kindly ask you reply us with the voucher number or photo, for our verification.

We apologise for this inconvenience, therefore we have already paid the compensation accordingly.

We do value your business and loyalty and hope that your future trips with Air France KLM will be to your entire satisfaction.

Best regards,

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

Kind regards,

******************************| Customer Engagement Specialist | Air France-KLM
Email: **********************
Customer Answer
Date: 07/28/2023
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 has my voucher and is now telling me they cannot process it because my bank does not have a SWIFT code. I was told My bank's routing number is insufficient for them to process my voucher. This has been an ongoing problem since May 10th. I have been given several reasons why they can't process my voucher. I was told it was delayed I was told **************** had to give them permission to get my refund and now I am told they can't process it because my bank does not have a SWIFT code and they require that for the transfer. They are a fraudulent company.

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

Sincerely,

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

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:

I resubmitted my refund as instructed by their email they sent me yesterday and I received an email today stating my refund was processed to the bank account used to purchase my ticket and my new request was denied. i did not purchase my ticket the travel agency did and that should have nothing to do with my compensation voucher. i am unaware as to why they transferred that money to the account that purchased my ticket when that account does not belong to me. I submitted my bank details on the form they provided in the email. I have submitted both emails for you to review. if you have any questions you can call me ************

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

Sincerely,

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

Business Response
Date: 09/01/2023
Dear BBB,

I can confirm that the refund of voucher ************** to the provided bank account with SECURITY SERVICE FECERAL CREDIT UNION is still in process if it has not been paid out yet and that there will not be any necessity to resubmit this again. Please be advised that no SWIFT code will need to be submitted for this. Kindly allow up to another 14 working days for the transfer to credit if this hasnt been the case yet.

Here below you can find a confirmation of the payment requested to the bank account provided.

Passenger name:            **** *******************************
Account holder name:    **** *******************************
Transfer Amount:             658 USD
Account number:            XXXXX ****

* This should show on your account in 2-4 weeks, but the actual date of credit depends on the banks involved.

Best regards,

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

Air France Customer Care
Initial Complaint
Date:07/05/2023
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.
We flew on *** for a family vacation to ************. Upon arriving, we were informed that our luggage had not been loaded on the flight and was still in *********. We could confirm this through the use of Apple AirTags, which showed the luggage still in *********.We were informed that our luggage would arrive the next day and be sent to us promptly. As we were leaving ************ immediately, we provided the *** with the name/location of the reserve at which we were staying. Despite this, our luggage never arrived. We were never contacted (by phone or email) and continually had to follow up with the airline.Because of the AirTags, we do that that when our luggage arrived in ************ it was then sent to another airport hundreds of kilometres away (*************************). The reason for this was never explained to us.We only received our luggage when back in ************ - five days after our initial arrival. At this time we noticed there were several items missing. Most notably were two camera lenses. Not especially valuable, but would have been incredible nice to have on our vacation. *** did offer nominal compensation for "first needs", but would not offer an apology, an explanation for the delay, or replacement value for the camera lenses (about $700 in total). Unfortunately we spent these first few days in areas outside of the city with little access to shops to purchase clothing and personal items for the family, so we had little ability to spend on "first needs" and spent most of the time wearing the same clothing we flew in.
Business Response
Date: 07/12/2023
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.
We are sorry to learn that the passengers baggage was missing upon arrival in ************ on May 20th, where baggage file ********** was created at the airport, in addition to having items missing when the passengers received their baggage afterwards.
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. 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.
Our research shows that your baggage was delivered to you on May 25th.
In the absence of receipts, I have authorized a contribution of $700.00 as the declared value of the camera lenses, which will be paid onto the bank account that the passenger has 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.

Best regards,

***********************************
KLM *************
Customer Answer
Date: 07/19/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that while this resolution does not address, provide an explanation, or accept responsibility for the delay in returning our baggage (five days is a long time to be without your personal items!) they have agreed to compensate for items which were stolen from our baggage during this time.
We can consider this matter closed.

Sincerely,

*************************
Initial Complaint
Date:06/29/2023
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.
Claim:********* On 6/9/23- *** to *** on KL651. I did not receive my bag. I began a claim for a delayed/lost bag. I retrieved my bag several days later by using my Apple Air Tag. I took pictures of it. It is not usable. I. It is a ******** inch Samsonite, expandable with spinner wheels. I paid $240 and tax 9/22.I got an email from KLM.Please see my response. Thank you for your email. I can't begin to express the frustration and disappointment in your airline. My bag was delayed/lost on your flight for days. Your customer service agents were unable to help me. According to them, it is still lost. It NEVER got scanned from the flight from AMS-*** OR ***-***. Luckily, I had an Apple AirTag.My bag looked like it was beaten up. I took pictures of it. This has taken up my time-multiple days on the phone trying to locate my bag/discussing clothes items to tie me over. I spent time and money going back to the *************** (days later) because I got an Alert on my AirTag that my bag was in **************** because found it!) I spent time filling out your online forms reimbursement.Now you want a written statement from a baggage repair shop confirming my bag is not repairable. You got to be kidding me! You think I'd be going through all of this if it wasn't damaged beyond repair?!? How is this good customer service and making this right? I already attached pictures of the broken zipper, holes, seams torn, etc. Please make this right by depositing the value of a new bag in my account. PS- I am willing to send more pictures if you need them, but it is not right to ask me to give any more of my time when KLM is in the wrong. Sincerely,
Business Response
Date: 07/06/2023
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 sorry to learn that the passengers baggage was missing upon arrival on June 9th,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 previously claimed total of $400.22 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 credit.
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 Cares why here...
Customer Answer
Date: 07/20/2023
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]
Getting this error you made resolved has been a nightmare. I have again reached out to you by phone and email *************************************** to try to resolve why I have not received reimbursement. I put the banking info into your system. I have not received a check either. Please check the below information-
The correct/accurate address is:
***********************************
****
******* *** *****

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

Sincerely,

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

Business Response
Date: 08/01/2023
Dear BBB,

We are sorry to learn that **************** remains dissatisfied with the resolution to his claim #********.
Please be advised that it can take up to 28 working days for a check to be mailed to a passengers address. I can also confirm that the address that we have on file is the same as the one that the passenger has confirmed.

Here below you can find the details of the cheque that we issued:

Passenger name: *************************
Cheque to be issued to: ************************;
Amount: 400.22USD
Best regards,

***********************************
KLM *************
Customer Answer
Date: 08/04/2023
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:06/28/2023
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.
I have spent more than **** dollars for tickets for both myself, *****************************, and my daughter, ********************* for a flight from *** to BUD. We wanted to extend our trip,thus I called the airline to rebook my flight for the end of August or early September. The initial problem was that whereas a year ago, the customer servise spokes person was able to tell the fair difference over the phone, this time they had to send it over to "calculation" to another department which can take as long as 72 hours. Then I had to call the airline back again to either accept or decline the offer based on the new price.First of all, this process can take long time. I was on hold for hours to do this process. But, the main issue is that the airline is giving me a quote that is higher than what I would pay for a completely new ticket. They quoted me **** and **** dollars on two separate occasions. This is the same category of flight (light fair) that I have initally payed for. The new price should not be this high and the new fair should be deducted from the paid one.I have been a loyal customer of KLM/Delta for the past couple of years. But this time, I am very dissapointed in the customer service of KLM/ DElta. I would like KLM to be more transparent about pricing. This would include calling the service line and be able to receive pricing immediately and to receive a rebooking fee that is reasonable.Sincerely.*****************************
Business Response
Date: 07/05/2023
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.
Fare algorithms are complex, and the parameters change all the time. Multiple customers looking at the same flight/route can cause the fare to increase. If those people do not book, then the price can go down.
Where are less seats left in the subclass for the lower fare than there are passengers, the system will automatically quote and book for all customers in the higher subclass.

Best regards,

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

*********************************** | *** Engagement Specialist (North America), AIR FRANCE KLM & DELTA AIR LINES
Email: **********************
AIR FRANCE KLM
***********************, *************, *******, HA9 0FJ,**************
Initial Complaint
Date:06/27/2023
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.
Hello, I flew with KLM on May 14th, 2023 and when I picked up my luggage it was damaged during the flight and it is beyond repair. I filed a claim on line regarding the damage and submitted the files that was requested of me. This included images of the damaged suitcase, when the suitcase was purchased and the cost of the item. I received multiple automated emails from KLM asking for me to send them the information and required documents despite having already sent it on multiple occasions. On June 3rd, the sent me another automated email regarding my claim and to submit the documents needed. Again, I replied to their email with the docuemtns I had already sent them on 3 other occasions. I did not get a response from them and so I emailed them again on June 16th with all of the information regarding my claim. I followed up with the claim tracker and found my claim to be now closed. I have attempted to get a hold of someone via phone and their online messaging option. I have yet to be contacted by KLM. I just want to be compensated for my damaged suitcase which is part of their policy.
Business Response
Date: 07/03/2023
Dear BBB ********
In relation to the refundr request for damaged bagagge made by the customer. We have paid 163 USD regarding this issue under file reference **********
For a receipt to be considered valid, it must provide details of the purchase such as: name of the establishment, date, description of the product or service, total amount paid and method of payment. Credit/debit and online invoice copies are not considered valid receipts.
We respectufully maintain our position.
Best regards,
*************************************
Air France KLM ******** Care Assistant
Initial Complaint
Date:06/12/2023
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 am writing to bring to your attention the concerning actions of KLM, which are in violation of established laws and regulations. Despite my best efforts to resolve the matter, I have been met with a complete lack of accountability and transparency from the airline.May 21, 2023, I made a reservation with KLM and canceled it within 24 hrs. (Booking code ******) I purchased the flight with my AMEX and 100USD voucher from KLM. To my astonishment, I have yet to receive a full refund. Despite engaging in multiple conversations with KLM reps, I have not been provided with any satisfactory answers or resolutions to this issue. It is worth noting that the rep who guided me through the refund process appears to have provided misleading information, leading to further confusion and frustration on my part.Initially KLM refunded me a mere $57.14 out of the total cost of the flight, which amounted to $1,188.85. Such a practice not only undermines the trust between consumers and KLM, but also raises serious legal concerns. Through filing a dispute with AMEX, KLM refunded me the rest of the amount purchased through credit card. However, they have yet to refund me the 100USD voucher, which I was told initially would be refunded with my AMEX credit. I made the purchase using a AMEX, which should have ensured a refund within 7 days. Regrettably, it has been three weeks since the cancellation, and I have yet to receive the promised refund. This delay is not only inconvenient but also demonstrates a disregard for the lawful obligations that KLM is expected to uphold.I want to emphasize that I have never encountered such a blatant lack of customer service and accountability from any other airline. KLM's failure to address this matter appropriately is deeply concerning, and it is disheartening to observe the absence of proper solutions and clear answers from the company.
Business Response
Date: 06/14/2023
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 am pleased to confirm that I have arranged for a new voucher valued at $100 to be issued, the details of which can be found below:
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
KLM *************
Customer Answer
Date: 06/14/2023
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 was told, and I have a screenshot of the conversation, the voucher amount would get refunded back to my AMEX. I really don't want to deal with KLM again. I would like KLM to refund me the 100USD back to my AMEX. I can provide any necessary information of screenshot of the conversation with the KLM agent on ******** Messenger and any bank transfer info.

Thank you BBB for this help- I really would have not gotten anywhere with out you guys.

Thank you,
********

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

Sincerely,

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

Business Response
Date: 07/17/2023
Dear BBB,

Thank you for your response. I can confirm that I have arranged for the payment of your voucher onto the bank account that you have provided. Kindly allow up to 14 working days for this to arrive.

Best regards,

***********************************
KLM Customer Care
Customer Answer
Date: 07/20/2023
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.

Sincerely,

*****************************
Initial Complaint
Date:06/08/2023
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.
I was a passenger on KLM airline on a roundtrip from ************** to *****, *******. On the returning flight on August 10, I checked in four pieces of luggage and was charged the excess luggage fee by the airline. Upon arrival at ***************** airport on August 11, I discovered that none of the four pieces of luggage arrived on the flight. I contacted the airline luggage agent at the airport who promised to trace the luggage and get them to me within few days. I explained to the agent that the luggage contained items that were to be used for a wedding event few days later. I was given the assurance that the missing luggage would be delivered to me before the wedding date. To my surprise and frustration, the four pieces of luggage were not delivered to me until August 21. This date was past the wedding event that the gift and food items were intended for. Besides, several items were missing in the luggage; and food items destroyed. I suffered a final loss of $6989. When I contacted KLM about this loss, I was told to file a claim to enable me to recover the loss. This was done promptly and the receipts for the item claimed submitted for reimbursement. I was assigned claim number ********. Since filling the claim and submitting my receipts, I have not received a response from the airline. Several subsequent attempts to find out the status of my claim have been ignored.I am therefore, requesting that BBB intervene in this matter to enable me to recover my financial loss. For your information, my airline booking code number for this flight is: ******.I look forward to a resolution of this matter soon.
Business Response
Date: 06/16/2023
Dear BBB,

We regret to learn about the inconveniences ****************** describes in his claim #********.
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. 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.
In case of baggage delay, loss (including baggage delayed for 21 days or longer) or damage the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to **** SDR (Special Drawing Rights).
Air France will gladly reimburse the reasonable cost of your lost items up to the legal limits set by the Montreal Convention (1999) of **** SDR (Special Drawing Rights). I can confirm that I have authorized a payment reflecting this amount,which will be paid to the passenger by cheque, sent to the address which he provided when filing 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 *************
Initial Complaint
Date:06/05/2023
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.
We were advised 06/01 that KLM cancelled our flight from ******* to ********* and rebooked ** the following day. There has been no offer of compensation for the extra day we are now having to spend to get home. We were meant to all work on the 8th Aug and now we are flying. Having read air travel it mentions that the airline can contacted another to have the glight endorsed. Looking at the flights on the 7th Aug ***** Airways has a flight 90 mins after our original flight that would have ** arrive on the 7th Aug as originally planned. This does not to have been looked into by KLM/Delta/Expedia.KLM ****** Delta ****** Expedia **************
Business Response
Date: 06/09/2023
Dear BBB,

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

Our records show you that the passengers have been informed of this cancellation more than 14 days before the departure of their flight. Therefore, the compensation set by the ** Regulation 261/2004 does not apply and we cannot respond favourably to your request.

If the passenger wishes to change her flight, we invite her to contact the reservations department at **************** at the following times:

Monday-Sunday: 08:00 AM. - 11:00 PM.

You can contact ** 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 ********************

Best Regards,
***********************

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KLM Royal Dutch Airlines is NOT a BBB Accredited Business.