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Business Profile

Airlines

KLM Royal Dutch Airlines

This business is NOT BBB Accredited.

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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

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KLM Royal Dutch Airlines has 11 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    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.

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    Complaint type

    • Initial Complaint

      Date:04/18/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 2-12-23, I was scheduled on a Delta/KLM flight from *** to *** with a transfer through ***. ***** cancelled this flight after a 6 hr delay due to a mechanical issue with the plane. I was rebooked the next *********** kept my checked baggage @ the airport. The next day I confirmed w/ staff in baggage claim that my checked luggage would be on the flight. When I arrived in ****** on 2-14-23, my large piece of luggage was missing and I filed a claim at ATH. 2 months later & I am STILL w/o the bag, any compensation for the items bought to get through the trip, or full compensation for the lost items/ luggage itself.I have spent endless hours on ***************** messengers, ************************* calls to KLM baggage services to fix this. ** my claim, I submitted receipts for everything purchased to be able to complete the 3 week trip & an inventory from my best memory of what was lost in the bag. The total amount of loss incurred is $1153.51 EUR (submitted receipts) for expenses in ****** plus $3935.99 USD for the lost luggage/items. Air France/KLM has only reimbursed me for $636USD because I am missing receipts. I am unable to get KLM to reply to my emails or messages to dispute this claim or provide additional receipts they need. They also ignore Delta's requests.I have tried calling & have been hung up on. I have tried using their ******************************* go around in circles w/ whomever is replying (including falsely saying they reopened the closed claim, or telling me to make a new claim that just links to the closed claim). I have even referenced seeking my rights under Article 17 of the ******** Convention. I have yet to speak to someone on the phone from their luggage department to straighten out the questions about this claim. Myself (and Delta) have been stonewalled by all forms of communication w/ Air France/KLM. This is absolutely infuriating. This is my last hope. This has been the worst airline customer service experience ever.

      Customer Answer

      Date: 05/18/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding KLM Royal Dutch Airlines has been resolved.

      I am still greatly disappointed with how Air France / KLM handled the situation. The only correspondence was the attached automatic email to me after contacting the BBB. And they did the **** MINIMUM required by ** law, which was less than the amount we had to purchase on the trip, and FAR less than the lost contents.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:04/11/2023

      Type:Product Issues
      Status:
      Answered
      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 Mother and I purchased KLM flight tickets thru Expedia. Due to a death in the family, we had to cancel our flights. We provided all the information required for both KLM and Expedia and have called several times about our voucher. Both KLM and Expedia have given us the run arounds! KLM tells use its Expedia who gives the refund and Expedia tells us that its KLM thats supposed to give us the refund. This has been going on for over a month! Weve spent $2,000+ for our tickets and they are playing with us! We do not know what to do. Its frustrating! They are taking our money right before our eyes! We have spoken to countless agents and been on the phone for hours! I even have a recording of an agent REFUSING to transfer me to a manager! I asked him several times, on the final attempt of asking he said that the manager is busy. This has been the worst experience and we feel so helpless.

      Business Response

      Date: 04/28/2023

       

      Dear BBB ******** 


      We have received the claim from ***************************** regarding the unused tickets issued by Expedia.
      While it is for the travel agency to liaise directly with the airline about potential refunds, we have created an internal refund application.

      The customer will receive separate emails regarding the refund application with references:

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

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

    • Initial Complaint

      Date:04/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 booked the flight ticket from ******* (***) to *********** (MSP) in *** website (travel dates - 04/12/23 - 09/26/23; Amount - $3130.82) for my in-laws who are aged above 70+ and my booking reference ID is ******. I also received the confirmation email from *** that the reservation is booked. I went and confirmed in air france and delta where some of the flights in my itinerary use those flights. I blocked the seats for them using the booking reference ID mentioned above. Yesterday I checked the itinerary and got an error (Sorry, all flight segments for this booking are cancelled.)I went and called the *** customer service and they told my itinerary is auto-cancelled due to one of the travel leg is cancelled (******* to *********). I never received any email communication regarding my ticket cancellation. Also my credit card has been charged for $3130.82 never refunded to my original mode of payment. *** customer service is rude and they didn't reissue the ticket to a different itinerary as it is their fault. Instead he is asking me to pay another $3130.82 to book the tickets. He told me to check with the website team ************************* but refused to give me their contact number. I sent an email to that website team but never received any acknowledgement or response from them. He also asked me to check with my credit card company. When I called my credit card company (citi) they asked for the cancellation confirmation which I don't have. They also told the payment is accepted by ***. If they accept the payment why they didn't retun the payment if the ticket is auto-cancelled. Good that I called few days before their travel otherwise my aged in-laws would have went to airport without knowing about the auto-cancellation.

      Business Response

      Date: 04/17/2023

      Dear BBB,

      We regret to learn about the inconveniences ** ************************************************************* describes in his claim ********.
      I understand that ** ************************************************************* still haven't received the refund of your reservation ****** .
      However, I am pleased to let you know that I have transferred his file to our refund department (on reference ****************).
      Also, the refund request will be considered as an urgent matter.
      Please be aware that transactions normally take some time to go through.

      Best regards,

      ************************************* | Customer Engagement Specialist |Air France-KLM

    • Initial Complaint

      Date:04/10/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Flight from **********, **, *** to ******* ******* via ******* and ********* on 9/18/2022 for me and my wife. Three pieces of luggage checked, one check in baggage and two carry on baggage that we had to check in due to no available space on aircraft in *******. All three pieces of baggage did not arrive in ******* ******* with us. Delivery of two of the three pieces of baggage to the hotel on the evening before our return flight. One piece of baggage arrived 2 months later at our home in **********, **, ***.We received a confirmation email from KLM on 2/12/2022 from a lady name *********************, a KLM ******** Care Assistant that we will be reimbursed and to give KLM the account details. Over 4 months later and 7 months after our flight, we still have not been reimbursed.We need you to fix this please, as soon as possible. I am disabled and retired and my wife is my carer. We have in the meantime relocated to *******, our account details however are still accurate. Each time we contact KLM they tell us to be patient. I believe after 7 months and no reimbursement, we are entitled to be angry at the lack of service.We want our refund in the amount of Euro ****** **********************************

      Business Response

      Date: 04/17/2023

      Dear BBB,

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

      We have contributed to the expenses she had to make to replace basic necessities, according to the receipts provided in file reference ********* (****** EUR). We have processed the payment to the account specified by the passenger.

      Yours sincerely,
      *************************************
      Air France KLM ******** Care Assistant

    • Initial Complaint

      Date:03/30/2023

      Type:Product Issues
      Status:
      Answered
      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 booked a ticket with KLM airlines (Ticket Attached) for ***, **, *** To/From ******, **, *****.***, **, *** To ******, **, ***** - 12th Nov 2022.******, **, ***** to ***, **, *** - 15th Jan, 2023 I have used half a ticket (*** to ******). Then due to COVID, I was not able to travel on the return date. I tried calling/Chatting with customer care at KLM ********************** but they never responded on time. After asking one question they reply after 24 hours. I asked them to reschedule my return ticket but they never did it.I was so sick and constantly try to reach out to them but they never responded to me on time. Which cause me to miss my return flight and not be able to reschedule it. That has hit me financially. I had to again book a return flight. which cost me 840$. Which will be definitely less if they let me allow to reschedule the flight earlier.

      Business Response

      Date: 04/17/2023

      Dear BBB,

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

      We`d like to inform that he is able to change your flight dates online via the link: 
      ************************************************************
      According to our records, the return flight was marked as No Show. He mentioned that he tried to contact ************** however in instances like yours he should have contacted our reservations department to assist you on changing your flight date, you can contact our reservations department on: *************, Mon  Fri: 08:00  20:00 /Sat  Sun: 09:00  17:00. 

      As a goodwill gesture we requested a refund for the unused segments on his reservation to DELTA, under refund reference: ***********.

      Yours sincerely,
      *************************************
      Air France KLM ************* Assistant

    • Initial Complaint

      Date:03/21/2023

      Type:Product Issues
      Status:
      Answered
      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 October 29, 2022, 4AM in *****, ********: I, along with my husband and *************** Dog were denied boarding on KLM flight from *****, ******** to ******, *****. Why?Although I had submitted to **************** via email (as instructed on website) necessary documents for Medical Assistance Dog (receipt was acknowledged), the agent (who was NOT a KLM employee but an employee of Ground Force) said the dog was not in the reservation. Not my fault as I had sent them on October 20th, plenty of time. Nope, cannot board. Then the agent glanced at the carrier and said besides, it was too big. Same carrier we always use and in fact, returned to ******** on December 31 from ********* using the same carrier, same airplane. It has an unusual shape, narrow at top, wide at bottom and fits perfectly under seat. I told her this but she refused to look closely at it to see how it would fit.I have requested vouchers for both tickets because clearly this was an error of omission on the part of the airline. I have not asked for a refund, I understand the rules of economy tickets. However, both my husband and I were denied vouchers. We will be returning to ******* again at the end of the year and I feel it is fair that we be compensated for KLM's omission in entering the dog into the reservation.Date: October 29, 2022 Booking ****** ************************ ****** **************************************, ******** to ********* layover to ******, *****

      Business Response

      Date: 04/13/2023

      Dear BBB,

      We regret to learn about the inconveniences ******************, describes in her claim ******** .
      I am sorry to learn that you have not been able to travel with your dog,since the agent indicated that there was no such request on your reservation. 
      I have forwarded the screenshot you sent of your email to KLM Cares to them,but they replied that they had never received it. Consequently, I did not see any request for transportation on either your reservation or *************'.
      For future reference, I suggest that you verify the status of your request on our Website under My Trip or  contact KLM Cares by telephone, toll-free from ***************** at ************** to verify that your request has been approved.
      Regarding your unused tickets, it appears the fare you had purchased permits changes, and I therefore invite you to contact the KLM Service Line at ************** to verify if you can apply their residual value to a new booking.
      We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.

      Yours sincerely,
      *************************************
      Air France KLM ******** Care Assistant

    • Initial Complaint

      Date:03/20/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Since at least 3/15/2023 every flights search I do while logged in on Air France or KLM (both paid and award flights) returns the error "Sorry, there are no flights available for this combination of departure airport, arrival airport and travel dates. Please try again." This occurs for any dates or destinations. I already cleared cache and cookies, tried different browsers, tried AirFrance.it but I still get the same error. I saw online that some other users are reporting the same problem.I messaged KLM on ******* on 3/16/2023 and called Air France on 3/17/2023, was told it's a known issue but there is no resolution in sight. The suggestion to search flights without logging in doesn't work, because award searches require login. Calling is impractical and unfeasible due to lengthy wait times.

      Customer Answer

      Date: 04/14/2023

      Better Business Bureau:

      At this time, I have not been contacted by KLM Royal Dutch Airlines regarding complaint ID ********.

      Sincerely,

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

      Business Response

      Date: 04/21/2023

      ID# ********


      Dear BBB 


      we have received the same feedback from ***************** regarding the issues related to searching for flights in our website.
      As stated by the customer, these issues affecting flight search engine have been taken on board by our representatives.
      While this is already under investigation, we have no additional comments to make on the matter.

      Yours sincerely,


      ******************************* / Customer Engagement Specialist
      Air France KLM ************* Assistant

      Business Response

      Date: 05/19/2023


      ID# ********
      Dear BBB 
      we have received another message from ***************** regarding the online issues she continues to experience when searching for flights in our website.
      If the IT issues continue to affect the customer attempts to find the best prices, the only alternative for the customer is to call our telephone reservations service and speak with our representatives in real time.
      As with any website/application/IT issues, the steps taken by the customer must be followed and/or replicated on the spot to try finding what causes the issues.
      Unfortunately, while this must be frustrating for the customer, no resolution can be obtained by highlighting difficulties with the use of the website via this channel.
      Yours sincerely,
      ******************************* / ******** Engagement Specialist
      Air France KLM ******** Care Assistant

      Customer Answer

      Date: 05/19/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********.

      While their response remains unsatisfactory, I don't wish to pursue this matter with the BBB any further.

      Sincerely,

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



       

    • Initial Complaint

      Date:03/15/2023

      Type:Product Issues
      Status:
      Answered
      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.
      For 3 years I have been waiting for a voucher or refund from KLM Airlines. March 25, 2020 I had flights booked from *******, ** to ********* then onto ******, ** - Booking Code ****** (ROUND TRIP). COVID CANCELLED all flights. Since then I have been trying to get vouchers/refund for all the flights involved. It became a total runaround and I have yet to see any response other than they had a 2 year cap on refund or voucher.I have used their website many, many times over the last 3 years.. Called their customer ****** ************** center many, many times over the last 3 years with no real answer or help. And of course no voucher or refund. I would appreciate any help you can afford.Thank You.$900+ dollars might not be a lot to some, but they took more than I can afford. Especially now.

      Business Response

      Date: 03/29/2023

      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.
      In your message, I understand that you still haven't received the refund of your tickets.
      However, I am pleased to let you know that I have transferred your file to our refund department (on reference ****************).
      Also, your refund request will be considered as an urgent matter.
      Please be aware that transactions normally take some time to go through.
      I would like to thank you again for your patience while dealing with your claim.
      We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.

      Yours sincerely,

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

    • Initial Complaint

      Date:03/14/2023

      Type:Product Issues
      Status:
      Resolved
      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 November 8, 2023, I paid $1,646.38 on KLM.com for a round-trip ticket departing ******** *** to ***** via ********* on 27 November 2023 and returning from ***** to ******** *** via ***** on 31 July 2023. The ticket number was ************** and Booking code ******. *Note that when I log in at ******, I see these other ticket numbers: ************* - ************* I arrived at the airport on Nov 27 and was told I was late for check-in but I could still make my connecting flight by paying $274.72 to catch the next flight from *** to *********. I made the payment and was able to make it to ***** as scheduled.On January 9 2023, I had a family emergency that required me to fly back to the US immediately. I contacted KLM to change the date of my ticket as the conditions of my ticket said Change before departure of the 1st flight: Allowed at no charge. However, I was told by the agent that I didnt have a valid return ticket. After being transferred back and forth between KLM, Delta and Air France, I was told that the agent at the airport had mistakenly cancelled my return ticket and as such they couldnt help me. This was after calling several times.I think this is grossly wrong. I am 81 years old and I have been cheated by this airline. I paid $1,646.38 of my hard-earned money and it was cancelled due to an agents error and KLM wont do anything about it. I need KLM to take ownership of this error and refund my unused portion of the ticket or reinstate my cancelled flight.

      Business Response

      Date: 03/29/2023

      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.
      According to our records, your return ticket was issued under number: *************, *** * *** * **** for 31/07/2023 and 01/08/2023. 
      We will forward you a copy of the electronic ticket. 
      I understand how inconvenient this must have been for you and wish to offer you my sincere apologies on behalf of Air France-KLM.
      We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.

      Yours sincerely,
      *************************************
      Air France KLM ******** Care Assistant

      Customer Answer

      Date: 03/30/2023

      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:03/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This is a complaint against KLM-Air France about booking ******* On 21st January 2023, I purchased an upgrade to business class by paying an amount of USD *****. The transaction was conducted via official WhatsApp channel of KLM. The WhatsApp agent clearly told me that the entire reservation was fully refundable in the event of cancellation. I have attached screenshot evidences of the conversation showing that KLM's Whatsapp agent told me the above. Attached are two screenshots: one from January 21st and one from 10th March. Despite all this evidence, KLM has refused to honor the refund conditions. I will take this to the ** Ombudsman as well.

      Business Response

      Date: 03/27/2023

      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.

      In your message, I understand that you still haven't received the refund of your tickets.

      However, according to our records your refund has been approved, to the same payment method, on references **************** and ****************, on 10/03/2023 and 16/03/2023, respectively. 

      We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.

      Yours sincerely,

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


    KLM Royal Dutch Airlines is NOT a BBB Accredited Business.

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