Complaints

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

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KLM Royal Dutch Airlines has 11 locations, listed below.

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  KLM Royal Dutch Airlines

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

• 

  KLM Royal Dutch Airlines

  1689 Nonconnah Blvd. #111 Memphis, TN 38132

• 

  KLM Royal Dutch Airlines

  2240 Democrat Rd Memphis, TN 38132

• 

  KLM Royal Dutch Airlines

  235 King Street East Kitchener, ON N2G 4N5

• 

  KLM Royal Dutch Airlines

  2491 Winchester Rd #221 Memphis, TN 38116

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:06/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Air France/*** overloaded my flight AF8945 (operated by Delta Airlines) on June 16 from ************** to *********, making a refueling stop in ******* necessary, which caused the flight to arrive in ********* 4 hours late. The late arrival caused me to miss my scheduled flight KL 567 on June 17 to ******************* in ********. I spent 6 hours in line at the *** Transfer Desk at **************** to schedule another flight to ********. The only available flight was flight KL 567 on the following day, June 18. I had to stay in a hotel near the airport that night and return to ******** the next day for my new flight to ********. When I arrived in ********, there was no sign of my luggage. *** was unable to locate my luggage until a week later. The luggage did not get to me until 2 weeks after my arrival in ********, when I was able to return to the hotel in ****** where *** had sent the luggage. I am requesting reimbursement for my hotel and meals in *********, the emergency supplies I needed to get by until my luggage showed up, and the cost of the one day of my ******** tour that I missed due to arrival a day later than planned in ********. My total compensation request is $791.62.So far, Delta Airlines has paid me $268.70 for the overnight costs in *********. Delta Airlines claims no responsibility for the costs related to my missing one day of my ground tour in ******** and states that Air France/*** are responsible for the costs related to my lost luggage. Air France/*** initially deposited $634 in my bank account as compensation and then took it back out without explanation. Air France/*** have recently stated that my claim was filed too late and have refused to pay any compensation, despite the fact that my initial compensation request was mailed to *** on July 22, 2022. Air France/*** have assigned numbers ********* and ********* to my case. I request payment of the remaining $522.92 owed to me.

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by KLM Royal Dutch Airlines regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  Date:05/22/2023

  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 May 3 I spoke to a KLM rep. concerning a refund for a stay at the *********************** in ******. The reference number for our phone call is ********. The claim number ** ******* as discussed KLM airlines canceled a flight on April 15 without notifying ** through email or phone calls. we had to leave our hotel one night early and they would not refund that night back to **. I was assured on April 5 on a phone conversation with another representative of KLM that we would be compensated. Email sent 5/22/23 and spoke to a rep. ** help! New claim today ********* Here are 3 different claim numbers I have had to use and create to get your company to respond to me. I have sent everything you have requested and the claim number doesn't work when I try to track my claim. Claim numbers given and cancelled from KLM ******** ********* ********* Once again, I will include all receipts and bank information so you can process my return because of your flight cancellation. In addition, I spoke to ***************************. ******** travel agent T939469 when the cancellation was made about getting a refund for a hotel I had to book. She assured me it would be made. I have also spoken to several other employees and everyone says the same thing...rest assure this will be taken care of. **** employee # ******* ext ***** also spoke to me on May 10thAnother agent also assured me it would be taken care of. The reference case for that call is ********.KLM sent this....I have carefully checked your attached documents. Please know we strictly follow the rules for the reimbursement process. Unfortunately, we do not consider order references, screenshots of bookings and credit card receipts and bank statements. Thus, I regret that we cannot process your requested reimbursement. Therefore, this claim will be closed We will only reopen a review your claim once we receive and official purchase receipt. Receipt sent, no response, no refund!

  Business Response

  Date: 06/02/2023

  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 exceptionally arranged for the claimed expenses in ********* to be paid to the passenger by bank transfer, which will be made to the account that the passenger has provided ** with previously. Please allow up to 28 working days for this to arrive. However, we have to remain with our previous stance on the missed hotel night in ****** due to the flight change having been communicated more than 14 days in advance prior to departure.
  I would like to thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  KLM Customer Care
  
  *********************************** * *** ********** ********** ****** ********* *** ****** *** * ***** *** *****
  ****** **********************

• Initial Complaint

  Date:05/18/2023

  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 you call KLM the recording insists that you do your booking online. On 5/16/23 I booked my flight on KLM ********** to ******* on December 12th coming back January 4th **** roundtrip online. I upgraded some of my seats to better seats with more leg room. They charged me $3,545.45. The ticket was very expensive and I called KLM on 5/17/23. I spoke to a lady called **** badge No, *****. She told me on my way back from ******* I upgraded my premium economy. I did no such thing. I ONLY chose better seats which I paid for. I asked them to downgrade me to economy and refund the difference, she refused. I asked to speak to a Manager and she still refused. My Booking code is ******.

  Business Response

  Date: 05/30/2023

  Booking reference:******                                                 
  
  Name: *****************************
  Dear BBB ********      
  In relation to the fare difference refund request made by the customer. According to our records, the passenger has purchased two paid seats vouchers numbers: ************* and *************,  and on inbound segment operated by Delta DL 057 AMS - ***, the Comfort + category was selected or was the only sector available for that flight. The passenger proceeded with ticket issuance and agreed with the ticket conditions. 
  We are unable to refund any fare difference before the tickets are used. 
  
  Best regards,
  *************************************
  Air France KLM ******** Care Assistant

• Initial Complaint

  Date:05/18/2023

  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 purchased a KLM ticket from the klm.ca website on Oct. 13, 2022, from *****************, ****** to ***** for ******** CAD. The booking code was ******. The departure date from ****** was Nov. 8, 2022, and the arrival was on Nov. 9th, 2022. Nov. 8, 2022, I went to the airport and find my flight was rescheduled a week ago from Nov. 8, 2022, to Nov 10, 2022. Without communicating. Nov. 10, 2022, at the airport, informed my first Flight was cancelled. She explained and said ******* had communicated to KLM that all their flights to ******* have been cancelled for today. So, they need to reschedule me again. But they said the only flight they could get for me was to leave ****** on the 12th and be in *****, ***** on the 13th. I said no, then she got me ************* airline flight was supposed to be leaving on Friday the 11th so I needed to go home and come back again on Friday at 4:00 am to fly through ******* to ************* then to *****, *****. I went back home on the 10th for the second time. November 11th, 2022, I went back to the ********************************** with my ticket and checked in my 2 bags. I asked the WestJet representative if I had to pick up my bags at any transit airport to re-check in, and she said no. Because the printed tags on the bags state ***** as the destination so the bags will arrive together with me in *****. When I got to ***** on Nov. 12th, I waited for my luggage for over an hour but could not find them. I reported to the airport crew, and they tracked my bags where they discovered that one of my bags was still in ******* and the other in *************. Went back to the airport to pick ** my bags on 14th Nov, in the evening. I am attaching the details of the situation and all proof documents.

  Business Response

  Date: 05/30/2023

  Booking reference:******                                                        
  
  Name: ***********************;
  Dear BBB ********        
  

  Thank you for *********************'s message in relation to her itinerary from ****** to *****, originally scheduled for November 8th,2022.
  I understand how inconvenient it can be to suffer a flight disruption, and on behalf of Air France KLM, I offer her my most sincere apologies for this situation.
  According to our records, West Jet cancelled her initial flight ******* operated by their flight ******, and deleted her segment as well as ***** and ***** from November 8th and 9th, while adding segments ******* ***** and ***** from November 10th and 11th.
  
  However, they did not rebook her ticket *************, which still had the original segments, which is why she did not receive a notification from KLM, since her ticket was not exchanged.
  
  I regret to confirm since her flights ******, ****** and return flight ***** are all operated by West Jet, I am not able to offer her information on the reasons or offer a compensation payment.
  
  In relation to her delayed baggage reported with United Airlines under number ********** I inform according to ******** Convention regulations, she can claim with the last or first operating airline from the itinerary.
  Since these airlines are West Jet and United Airlines, a claim must be placed with them directly.
  
  Regarding her baggage damage on arrival at ****** on November 26th, we do not have the information regarding her rescheduled flight by West Jet, and I also inform according to the previously mentioned regulations, a damage claim must be placed inside the first 7 days of receiving the baggage.
  
  Since her first claim relating this issue was created on January 23rd, I am not able to assist her on the matter.
  
  Best regards,
  *************************************
  Air France KLM Customer Care 

• Initial Complaint

  Date:05/16/2023

  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 12/04/22 I booked 3 airplanes tickets on Delta Website conf# ****** to fly on 4/18/23 from *********** *** to ********* - ***. I was prompted that if I open an **************** Delta Gold Card and use it to pay the first luggage for all 3 passengers will be free of charge so I did and charged my tickets to it. On 01/10/23 Delta said there is a problem with the connections and they rebook our flights with KLM conf# ******, Delta flights ****, ****, ****, ****. ***** confirmed again that we have free bagagges. I also called and confirmed this with Delta the day before our flight and the Delta confirmation emails stated One or more of your flights will be operated by KLM Royal Dutch Airlines who, in partnership with Delta, is committed to offering you a seamless experience. So I was thinking all is set. On 4/18/23 while checking in at ***, KLM asked us to pay for the baggages and told they are not free. I talked with a manager and he suggested for me to walk to the Delta counter and ask them to make a note on my reservation. The Delta manager told me that they do not have access to KLM system and they can not help me. I then called Delta who told me to call **************** and I was told that after I paid and payment is processed I will be given a statement credit. On the way back from ******* on May 4th I had to pay for 3 check-in baggages again. In all my credit card was charged 6 times ****************** for a total of $409.47.Upon my return in *** I called Amex, Delta and KLM to address the charges and I was given the run around for 10 days already. I opened requests for refund with both Delta and KLM but were denied. I am very disappointed for the way I am passed around from company to company and the benefits I supposed to receive are not honored and I hope this will be resolved asap.

  Business Response

  Date: 05/30/2023

  Dear BBB  ********         
  

  We have received the excess luggage claim under the name of **************************
  Having checked the baggage allowance on the Delta tickets mentioned below, I can confirm that zero bag was allowed free of charge in the haul.
  ************* ******************************
  ************* *************
  ************* *****************
  For this reason, the additional charges made by KLM are correct and they cannot be refunded.
  Since the customer already created another file reference with Delta, Case Number: ********, this matter must be addressed by Delta as they are the carrier that issued the original tickets without a free piece of luggage.
  

  Best regards,
  ******************************* / Customer Engagement Specialist
  Air France KLM ************* Assistant
  

  
  

  Customer Answer

  Date: 06/21/2023

  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:

  [Your Answer Here]

   KlLM is pointing at Delta and the other way while they are partners and should make sure the customer benefits will transfer when they rebook the flights themselves. Very disappointing! 

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

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

  Business Response

  Date: 07/03/2023

  Dear BBB  ********        
  We have received the dispute message from ************************* regarding the fact that the Delta Airlines tickets did not include a complimentary piece of luggage.
  While we can appreciate the disappointment this has caused to the customer, we can only go by what it is in the baggage allowance of their tickets.
  Since the three tickets below had zero bag allowance, each additional piece of luggage incurred a fee:
  
  ************* ******************************
  ************* *************
  ************* *****************
  
  It is for this reason that KLM cannot offer the refund of the fees that were correctly applied in this case.
  For any disputes regarding this matter, the customer must contact the original airline from which the conflictive information arose from, which in this case is Delta.
  Best regards
  ***************************;

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a trip departing from ********, ******* to ******** ****** from ***** April 2023 to get a hair transplant. Unfortunately, when I arrived in ******** my baggage did not arrive, it was in ********* which was the last flight to get to ********. It was a terrible inconvenience as I packed everything, I mean everything in that suitcase, and I needed it. I was without my luggage for ***** hours and that caused me to have to repurchase many hair product items, food, and 2 sets of outfits because all I had was what I flew in. I packed all my expensive athletic wear, expensive hair products, and my healthy meals were tuna, salmon and other packets and I packed 16 of them for my trip. I did not realize to keep the receipts because I usually dont, but I did find 3 receipts I had left before throwing away the trash and when I filed a complaint with the *** airline I explained my issue and uploaded the last 3 receipts I had left. I disposed of the picture receipts in my phone and threw the receipts away in the trash as I thought I would no longer need them. I took out a lot of cash for my trip so that is what I used on most of my expenses, even the hair transplant. I spent between $272-$325 bucks on new stuff that I shouldnt have had to do but I could not depend on an estimated date and time on when I would retrieve my luggage. I got an email from the ******* AIRLINES BAGGAGE SERVICES stating the final carrier stated on your ticket is responsible for your delayed/lost/damaged/missing baggage. Please contact KLM Royal Dutch Airlines. So, I then filed a complaint with the Royal Dutch Airlines. I should not have had to wash the only set of clothing I had on me by hand in the sink because I did not have my luggage, and I had to wait until the next day for it to dry before I could go to the mall to make my purchases. I do not know how long it will take them to respond to my complaint, but I want some type of refund/ reimbursement. The flight confirmation # is *******

  Customer Answer

  Date: 05/15/2023

  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:04/24/2023

  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 sent them medical documents describing why I could not fly and instead of honoring there refund agreement based on medical emergencies they continue to deny my refund. After multiple attempts of trying to get refunded or even a voucher, all my attempts have failed.

  Business Response

  Date: 05/10/2023

  ******* ********** ******
  

  Name: *********************;
  
  Dear BBB ********
  In relation to the refund request made by the customer, we have created a second request to provide the full refund.
  The customer will receive email updates directly from the refunds department with IDs **************** and ****************.
  We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.
  
  Best regards,
  *************************************
  Air France KLM ******** Care Assistant

• Initial Complaint

  Date:04/24/2023

  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 or around March 13, 2023, I was travelling from ***-***-***-***. This entire trip was booked directly with KLM with the booking code ******. The ******* leg of the journey was delayed by over 2 hours, which resulted in me missing my ***-*** connection. This delay was due to technical issues (particularly due to the aircraft arriving late), see screenshot attached. I was rebooked on a different flight, which resulted in me reaching my final destination, ***, over 5 hours later than my scheduled arrival time.Since the delay was over 5 hours AND the delay was not due to extraordinary circumstances AND I travelled via an ** country, I am legally entitled to ** 600 per ** 216/2004 regulation. However, to this day, I have not received this compensation.I filed a claim with KLM, C-*******, which has been rejected 7 times by Danish *****. ************** rejected the claim 2 times due to using an incorrect itinerary, 1 time through falsely stating that the delay was due to extraordinary circumstances (see screenshot for proof indicating that is not the case), and 4 times for stating that my departure and arrival destination is not in ** area (read ** 216/2004 to confirm that a journey can be to, from, or VIA an ** country to be eligible for the claim). ************** has conveniently ignored all proof, local laws, and logical explanations that I have provided 7 times and has used false information to conveniently reject my legal claim.Customer care specialists through calls have not been able to resolve this.

  Business Response

  Date: 05/04/2023

  ******* ********** ****** ***** ** ********
  
  ***** ***************************
  
  
  
  Dear BBB 
  
  I am sorry to learn that his flight ** 878 from *** to *** on March 13th was delayed due to restrictions at the departure airport which delayed aircraft start up, including Air
  Traffic Control restrictions for 83 minutes .
  
  I know that passengers were eager to arrive at the destination, and I can imagine that it is frustrating arriving later than planned and missing the onward connection. In cases where an inbound arrival causes a passenger to miss the minimum connection time our staff will provide assistance.
  
  The reservation both starts and ends in countries which are not a part of the ************** nor the European Economic Area. On November 3rd,  2020 the Court of Appeal of ********* confirmed the first instance decision that passengers can not claim compensation in case of an irregular flight operation, as the original place of departure and final destination are outside of the ** despite a connection in the **.
  
  Therefore, I regret to inform you that this claim is not entitled to compensation under the ** 261/2004 regulation.
  
  I would like to consider reimbursing any reasonable expenses ** *************************** incurred as a direct result of this disruption. We kindly request ** *************************** to send ** the supporting receipts and complete the bank name, account number and routing number.
  
  We look forward to serving his travel needs again in the near future and to welcoming aboard another of our flights.
  
  Best regards,
  *************************************
  Air France KLM ******** Care Assistant

• Initial Complaint

  Date:04/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My infant baby and wife are stuck in another country because you guys booked the wrong departure city!I am beyond upset, I canceled this reservation the same hour I realized it was the wrong departure city!I need this refund processed urgently so I can rebook otherwise I am forced to dispute it with my CC company, it is not fair for me to wait for a mistake KLM made and I am beyond upset..The booking ref is: ****** KLM Refund request: ****************

  Business Response

  Date: 05/04/2023

  Dear BBB ********    
  In relation to the refund request made by the customer, we have created a second request to provide the full refund.
  The customer will receive email updates directly from the refunds department with ID ****************.
  
  
  Yours sincerely,
  *************************************
  Air France KLM ******** Care Assistant

  Customer Answer

  Date: 05/04/2023

  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:04/18/2023

  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.

  Hi,On the 13th of Dec. 2022, I purchased a ticket from Airfrance/Klm website for $942.30 and within 24hrs I changed my mind and decided to cancel the ticket on the 14th Dec. 2022. I called Airfrance ************ number and told the agent that picked up the phone about cancelling the ticket for a full refund since I am still within the 24hrs ***** for full refund.But to my surprise the agent did not cancel so I had to call back nobody was picking up so I contacted them via ******** before someone responded and apologized for the mix up and send me a link to fill out for a full refund.Again, I was surprised that I was only refunded $32 instead of the full $942.30 all attempts to reach Airfrance about the has not yield any good results even if the mistake came from them.I am attaching all correspondence especially the ******** correspondence.BOOKING: ****** CLAIM REFERENCE: C-******* Thank you

  Business Response

  Date: 04/25/2023

  Dear BBB,
  
  We regret to learn about the inconveniences ********************** 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 understand that he still haven't received the refund of his tickets.
  However, I am pleased to let you know that I have transferred his  file to our refund department (on reference ****************).
  We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.
  I would like to thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  *************************************
  Air France KLM ******** Care Assistant