Business Profile

Airlines

KLM Royal Dutch Airlines

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Complaints

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

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/08/2023
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 will simplify this as much as possible since I have had no luck in sending emails and creating two cases now that have went nowhere and were closed. 1.) My flight was cancelled (*******) due to technical difficulties on September 27th, 2022 from ********* to *************. My fiance (***********************) created C-******* for compensation.2.) ******************* an email from *** on November 29th, 2022 that remittances of ****** would be made to each of us. It was requested that she provide our Account Number, Local ******************** Name and Account Holder information. She did so but provided incorrect bank account number for myself on November ******** She received her remittance on December 7th, 2022 and I did not due to an incorrect account number. *** provided the following for my remittance: a.) Payment id: ************ b.) Vendor id: ***** - ************, ********************* R External reference number: *********** 4.) Upon checking the *** Website, *****'s case previously filed was closed. I did not find this until after my 5th call to the *** ************* number. I opened another Case stating what had taken place (*********) and was later closed as well. 5.) The above transfer was returned to *** via my Bank ********************** as follows on December 16th, 2022: The Trace number for the *** Refund Return of $****** from the merchant, *** ***** *****, is **************** I could not create another Case Number due to the *** system stating it was not able to find my original flight number of ****** (******). *** sent numerous emails to ************* and various Corporate officers but I only was told they would contact me after an investigation was made. For some reason no one has looked at the *** Transfer information I provided that my Bank gave me as to the return of those funds to ***.*********************** ******************** **************
Customer Answer
Date: 03/15/2023
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:03/03/2023
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 flew on a KLM flight and my bag did not arrive during the entirety of my trip. Additionally, the bag was not returned for nearly three months after my trip. I wait to file my claim with KLM because 1) I didnt know if the bag was lostmeaning, I needed to know whether to file for my expenses while on my trip, or if I needed to include the contests of the luggage; and 2 I was on *********** military service and unable to submit my claim once the bag was returned. I submitted my claim to KLM, C-******* and was denied on the wrong premise that my claim was filed more than 21 days after the bag was returned. I am seeking the $500 I had to spend for clothes, toiletries and a new bag to take my belongings home when KLM didnt send my bag. I flew on KL. **** on 13AUG22.
Business Response
Date: 03/17/2023
Dear BBB,

We regret to learn about the inconveniences ****************************** describes in her claim *********
I am sorry to learn that after your flight on 13/08/2022, your baggage was delayed and delivered on 06/10/2022. Passengers expect their items to arrive promptly, so I understand your disappointment.
According to the Montreal Convention, the passenger has 21 days from the receival of their baggage to file a claim for expenses. Your first claim *********, arrived on 10/01/2023, over the 21 days required.
Therefore, I must respectfully debny your request for expense reimbursement.

Best regards,

************************************* | Customer Engagement Specialist | Air France-KLM
Customer Answer
Date: 03/24/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[The business did not provide any compensation for a bag it took possession of and lost for several months including the entirety of my trip.]

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

Sincerely,

***************************
Initial Complaint
Date:03/01/2023
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 booked a ticket on July 15, 2022 on the website of KLM. It was clearly mentioned on their website that all the tickets cancelled within 24 ours of the booking are fully refundable. I cancelled my ticket in next 5 minutes due to wrong travel dates. I called the customer service right after cancelling to confirm if it has been processed and I'll receive the refund. An agent confirmed both. But till today Feb 28, 2023, I am waiting for the refund. I have several emails from them about the approval, cancelled, in process and processed refund request but there is no sign of money. I called **************** many times to check about the same and even initiated the dispute with them. The amount I paid was $8178.50. It's been really stressful for me. I contacted the airlines uncountable times but haven't received a proper response other than to wait.
Business Response
Date: 03/06/2023
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 ticket.
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

Best regards,
Customer Answer
Date: 03/08/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I havent received the money yet. And got an email yesterday that they refused the claim because of some chargeback by my back but there is not charge by my credit card company. Please help.

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

Sincerely,

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

Business Response
Date: 03/23/2023
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, your refund has been approved and should be credited in the same payment method within the next few days.
I would like to thank you again for your patience while dealing with your claim.
Thank you again for taking the time to contact us.
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: 03/24/2023
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:02/27/2023
Type:Service or Repair 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.
We called the customer center to make a reservation of a flight from ******* to ********* for my husband and our dog in hold. It had to be a direct flight because we want to make it easy on our dog.The lady in customer service could not make the reservation on the phone, but confirmed it was possible to have the dog on the flight on april 6. With no problems. She told me to go online and order and pay the ticket, then Call back so she could book the dog on the flight. She told me that if for any reason it was not possible to get the dog on the flight, we would off course get a full ticket refund, even if it is a non refundable ticket. I bought the ticket in good faith and called back 30 minutes later. She told me she booked the dog, and i would recieve an e-mail within with a link to pay for the dog. I Got an e-mail from her confirming the dog was booked but no payment link.I waited for the payment e-mail, but when it did not arrive, i called again and was told the request was denied from the Airline. She told me to Call back two weeks later because it was still more than 50 days to departure, and the flight type might change in two weeks so it would be possible to bring the dog anyway. I Said okay, and waited two weeks. I asked her to note in the case that if not possible, we would get a full refund of the ticket even if it was two weeks later, and she Said she wrote that. We called back two weeks later to be told it was still not possible to bring the dog, but now we were told no refund Can be made since its more than 24 hours after booking. This is their fault as they told us to wait two weeks, after they canselled our dog ticket. We Think they gave us misinformation to make us wait, taking away our chance to get a refund. It was promised to us to have a full refund if they could not find us a plane with the dog. I filed a claim on their webpage and sent an e-mail to klm.*** but no response from Them at all. Its 772 usd. Its 4 weeks now.
Initial Complaint
Date:02/21/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing with background and supporting documentation to demand a refund of $10,307.02 USD for the delay and cancel of June 25ths KL 569 Flight, *** to ***. I have included all information in the attachments (letter outlining in detail what exactly happened and all supporting receipts & boarding passes).
Business Response
Date: 03/09/2023
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.
The passengers in question were booked from a non-************** departure point (********) to a non-************** arrival point (************************). In view of this, ** regulation 261/2004 does not apply in this case under Article 3a) meaning that there is no entitlement to compensation. In addition, it appears that we had rebooked the passengers on a connecting flight with Turkish Airlines from ************* to ******, by which time the passenger decided to book her own tickets.

When flight disruptions occur,airlines are responsible to either transport the passengers to their booked destination or offer a refund of the unused ticket segments. However, KLM is under no obligation to reimburse passengers for alternative tickets that they may choose to book. While we therefore invite the passenger to apply for a refund of her open ticket sectors with her travel agency, we would refer her to her private travel insurance for a reimbursement of her purchased tickets with Emirates.

Best regards,

***********************************
KLM *************
Initial Complaint
Date:02/14/2023
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 booked ticket with Delta Sand ********* to ********* (Reservation # ******) for family of 4 with 2 adults and my 2 children, 10years and 8 years old. KLM assigned seats to 3 of us except my 8 year old daughter. When i called customer service, i was told i have to pay $32.80 to secure seat for my daughter. This is total harassment and blackmail as i have no choice but to make sure my daughter sits next to us. When asked to complain and talk to a supervisor, i was told to go to website and that no supervisor was available to talk. I hit dead end as even the website doesn't have appropriate categories to put in the complaint. I don't know how any business/airline can operate in the US with such embarrassing policies.
Business Response
Date: 03/06/2023
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.
Having verified the situation, I am pleased to confirm that I arranged for the claimed sum to be paid to the passenger by cheque, which will be posted to the address provided when filing this claim. Please allow up to 28 working days for this to arrive.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
KLM *************
Customer Answer
Date: 03/07/2023
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:02/13/2023
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.
Booking Code : ****** Good Afternoon,My wife and I ( *********************, *********************) booked a KLM flight to ****** on October 21, 2022. Within 24 hours I called to cancel the booking and asked for a full refund for both tickets via phone. The agent informed me that the refund would take a while. Days later, we received a refund for just one ticket. Obviously, I called and I was told that this was normal and that I would have to wait to receive the refund for the second one. Days passed by, I called again and the agent insisted that I would have to wait.Then On December 18th, I called again. This time the agent told me that they could not find any refund request pending in our behalf, therefore, she asked me to request it again for the remaining ticket (**********) and I did. Days later we received a partial refund ($******) for my wife's ticket the reason : Refund according to ticket conditions. I canceled the booking within 24 hours which included two tickets and I asked full refund for both tickets. Why would I request refund for one ticket if I am canceling the booking? How come I receive full refund ($1003.38) for the first ticket and only $****** for the second one?Therefore, I ended up filing a complaint via the website ( C-*******) explaining the situation and attaching all documents ,however, on 02-10-23 I received an email from *********************** denying the refund. She stated that the refund request was submitted after ******************************************************************************* December, not to the one submitted when I cancel the booking via phone within 24 hours of purchasing both tickets. Therefore, I am asking KLM to refund me $845 which is the difference $1003.38 that I paid for this ticket minus ****** that I received as a partial refund. Thanks
Business Response
Date: 02/21/2023
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, we are pleased to offer *************** a monetary financial adjustment for the remainder of her ticket, which will be paid to her by check which will be sent to the address which was submitted when filing the claim.Please allow up to 28 working days for this to arrive.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
KLM Customer Care
Customer Answer
Date: 02/21/2023
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,

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

Customer Answer
Date: 04/14/2023
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:

Good Evening,

I need your help.

KLM stated that I would receive the refund within 28 working days. Well, 35 days have passed and nothing.

There is no way to contact the ****************** directly and the only thing I get from the agents is a run around.

Thank you,

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

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

Sincerely,

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

Business Response
Date: 05/26/2023
Dear BBB,

We are sorry to learn about the situation that ****************** describes in his claim #******** and that he has not yet been able to receive his check.

Having investigated the situation with our ********************** it appears that a check payment was sent to ********************* at her ******* ** address on February 28th,2023.

Unfortunately, this check was not cashed. Our issued checks expire after 60 days and henceforth we received back the credit from the bank on May 5th for $ 845.40.

Having verified the situation,we are pleased to offer *************** a new check, which will once again be sent to the address which was submitted when filing the 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:02/10/2023
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 booked a flight Aug 28 on *** for travel Sep 28-Oct 8 (***-***-***-***, return) I spoke with an agent on Sep 2 to reschedule the return flight by 2 days for Oct 10. The agent informed me that this resulted in a credit and a voucher was issued to me by ***. I was sent the voucher which was never used be me.When I was checking in for the Sep 28 outward flight there was a problem with my checkin procedure. After contacting *** support my ticket was reissued and I flew all flight segments.Later I tried to use the voucher and it appeared that it was already refunded for travel? After contacting the airline several times and formalizing 3 customer complaints with 3 escalations it appears that an agent applied the voucher without my knowledge or consent to correct an internal booking error. I was never consulted or authorized the use of the voucher for this purpose. I found this explanation odd as the itinerary was correct in both the emails received and the *** online & app platforms. I received several emails prior requesting checkin of the outward flight which they said was missed during the rebooking process on Sep 2.After 5 months I have now been issued a replacement voucher for CAD72, the original unused voucher was for CAD786.70.
Business Response
Date: 03/07/2023
Dear BBB * ********

we have received the claim from ***************************,
Please note that this matter has been explained to the customer under file reference *********.

According to our records, voucher voucher ************** was used to buy a ticket on 27Sep22 generating document number 074-2458817869-70 with booking reference ******.
This new ticket issued under then name of the passenger was flown with these flights:
*** *** ******   *****
***   *** ******   *****
*** *** ******   *****
then the document was exchanged on 10 October 2022 generating ticket number ************* and additional fare collection of CAD288.80 was paid with a **** card ending ****.
This other ticket issued under then name of the passenger was flown with these flights

***   ***   ******   *****
***   ***   ** ****    *****
While there may have been some confusion about how the voucher was redeemed, our records show the subsequent trips have been flown and therefore no refund is due.
We trust this explains how your credit voucher was fully used.

Yours sincerely,

******************************* / Customer Engagement Specialist
Air France KLM ************* Assistant
Customer Answer
Date: 03/24/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The airline was correct in the details that they outline with respect to the flights flown. However, they have failed to address the complaint in the main, the redemption process of the voucher. There was no confusion on my part, it is very clear. I was provided a voucher and then the voucher was redeemed internally by airline staff without my knowledge or consent. This was done to correct an internal error made by KLM personnel during the booking process.
I've spend several months, numerous emails and telephone conversations just trying to ascertain why and how this happened. KLM has done their best to ignore the issue, instead of simply acknowledging their mistake and providing an apology. I guess we live in a time where its better to deny any fault and hope that customers just give up and go away.
Disappointed again.

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

Sincerely,

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

Business Response
Date: 04/14/2023
Dear BBB - 1*******

we have received the follow up message from *************************** regarding the redemption of credit vouchers already used.
While we have been unable to establish agent errors during the redemption of vouchers, all credits were used by the customer for different trips and therefore the vouchers served their purpose.
Having said this, in recognition of his loyalty, we are crediting the Flying blue card of *************************** with bonus miles.

Yours sincerely,
******************************* / Customer Engagement Specialist
Air France KLM ************* Assistant
Customer Answer
Date: 04/17/2023
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:

Unfortunately KLM hasn't taken this complaint seriously or attempted to address the main issue of the complaint, namely "The improper redemption of a KLM voucher by a KLM agent without client authorization or approval". The issue is not that the voucher was applied to flight segments, both KLM and I can agree upon that. The issue is in the manner the voucher had been redeemed.
KLM states "all credits were used by the customer for different trips". This is materially false, I never approved the use of any credits for any trip. KLM agents internally applied the credits to correct a booking error without my knowledge or consent. It is odd they have been unable to establish agent errors during the course of their investigation, I can only assume that it wasn't a very detailed or thorough process.
This is their second attempt to try to "buy" me off with bonus miles or $50 credit. I hope people have the opportunity to read this thread to better understand the manner in which KLM treats their "loyal" customers.

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

Sincerely,

***************************
Initial Complaint
Date:02/09/2023
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.
Transavia Airlines keep repeating that the card they have used during the payment **125 belongs to the travel agency (see ticket # information below). I have not purchased the ticket through a travel agency I have purchased the ticket from Delta Air Lines. I have contacted Delta Air Lines and KLM via phone multiple times, and they said did not receive any refund from Transavia. Please confirm that you have refunded me the payment by providing me with the name and the 4 last digit of the card you said you have used during the payment (Transavia Airlines failed to provide this information). **** ********************* **** ** ****** ** **** ****** ********** *** ****** ** *** ****** ****** ***** ******* ** *** ********* ****** ******* * ********* *** *** *************** ***** **** ** ****** *** **** **** *********** *** **** **** *** *** ****** ********** ** *********** *** ****** ** *** ** *** **** ****** **** **** *** *** ******** * ****** ****** *** ** ******* **** ** ***** ** ******* *** ******** ******* **** ****** *** ** **** ** ** ************ *** ***** ******** ** *** ******** ** ******* ******* ************** ****** ********* * **** ********* *** *** * *** ******** **** ** *********** *** **** ** ***** *** ****** ****** ** ***************** ***** ***** ******** ********** ***** ************** ** ******* ************** ******** **** **** ***** ******* ***** ******** *** ******* ******* ********** ************ **** ** ** *** ***** *** ***** ***** ******** ****** ****** ******* ********** **** ******** ** ********* ******** ** ** *** *********************************************** **** *** ***** ** **** ********* ******* ****** ******** *** ****** ** *** ** *** **** ****** **** *** *** ******* **** *******
Business Response
Date: 03/02/2023
Dear BBB,

Please accept our sincere apologies for replying out of the 14 days time frame.
Following a refund complaint submitted by passenger: ********************, (booking reference:*******.
Kindly send the following details for *** ********* bank account in the U.S. to refund the 125 EUR (USD 133):
Account number:
Bank Code (routing number):
Bank Name:
We trust this information will be to your satisfaction. Air France-KLM remains at your disposal should you require any further information or clarification.

Best regards,

*********************
Air France KLM ************* Assistant
Initial Complaint
Date:02/09/2023
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.
On August 22nd 2022 I purchased tickets to travel to ****** on October 24th. Due to mechanical issues with my initial outgoing flight and a lack of other viable flight options, I was forced to cancel my trip. The outgoing flights were through Delta and when I contacted them, they refunded that portion of my money within the week. They advised that since the return flights were through KLM I would have to work directly with them for the remainder, which was $3,022 US dollars. When I contacted KLM they advised that since I booked through Expedia I had to work with them. I contacted Expedia and after they researched it, they reached out to KLM and KLM advised them that they had already opened a claim on my behalf that was pending. Expedia advised I just needed to wait. I've been waiting now for several months and haven't heard anything back regarding my refund. I don't understand why a refund would take so long since the issue was with a mechanical concern with a plane. I had no trouble getting my refund from my AirBNB or from Delta. I am requesting a full refund for the $3,022. The original ticket number through Expedia was ************* and the confirmation number was ******. The specific return flight ticket number is ************* through KLM. I've attached the receipt from my purchase along with the confirmation of the Delta portion of my refund for the outgoing flight.
Business Response
Date: 02/22/2023
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 asked our ****************** to proceed with a refund of ticket ************* back onto the original form of payment used. Please allow up to 28 working days for this to arrive. Your Reference for this is ****************.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
KLM *************
Customer Answer
Date: 02/22/2023
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,

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

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KLM Royal Dutch Airlines is NOT a BBB Accredited Business.