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.

close

Find a Location

KLM Royal Dutch Airlines has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  Customer Relations P.O. Box 20980, Department 980 Atlanta, GA 30320-2980

• 

  KLM Royal Dutch Airlines

  PO Box 30186 Memphis, TN 38130

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:02/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  KLM cancelled my flight. Reservation number ******. I asked for a refund for me and my wife ****. After 2 phone calls and a number of weeks KLM issued a refund for ******. However, no refund for ****. I have called five times and had online chats. Each time I'm given different reasons for the refund not arriving, but all of them concluded with "we will send you the refund shortly." However, no refund for me has come and there's no record of my last calls.

  Business Response

  Date: 02/22/2023

  Dear BBB,
  
  We regret to learn about the inconveniences **************** describes in his claim #********.
  
  According to our systems, a refund of **** ******* ticket was processed to the passengers original form of payment on February 13th, 2023. If this is yet to clear, we kindly ask to allow for up to 10 working days for this to finalize.
  
  Best regards,
  
  ***********************************
  KLM *************

• Initial Complaint

  Date:02/02/2023

  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.

  Date: Dec 24th, ****** passengers - *********************************** and *****************************(my daughter)Our flight to ********(***) from *************) via KLM was cancelled. We stood in a ling for 4 hours at the Transit Desk and the KLM agent at the counter gave ** tickets the next day to *************(***) from *** and then from *** to *** via ****** Airlines AS ****. WE asked them for boarding passes from *** for the ****** flight and they said we have to go the ****** counter at ***. We reached *** on Dec 25th night and went to the ****** Counter and ****** officials told ** that the AS **** for Sun Dec 25th does not even exist. We stood in lin ***** for an hour and then we went to the Delta(KLM partner) and the told us that we hav to contact KLM. So, we went back to the gate where KLM officials were supposed to be ***** at *** and ***** were no KLM officials *****. So, we were stuck in ***. So, we booked our own tickets with Southwest separately and had to take an Uber to stay and then come back next morning to catch the Southwest flight from OAK to ***. We requested KLM to refund us the money it cost us in *** because the flight they booked for us did not even exist. I filed a Claim # ************************************************************************************************************************) but they refused to pay the money I was owed. I am attaching 1. Original ***-*** ticket that was cancelled -original-*************** 2. The booking KLM gave for the ****** Airlines flight : **************************** **************************** *********************** ********************** ** Uber receipts from and to airport Refund Amount requested = (southwest tkt)509.96 + (uber)108.03 + (lyft)113.33 = ****** Time spent chasing this with KLM and getting all the docs together = $125.Total refund = $856.32

  Customer Answer

  Date: 03/10/2023

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

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

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

• Initial Complaint

  Date:01/24/2023

  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.

  KLM Airlines has failed to respond since January 5, 2023, and I have an upcoming wedding trip. Complaint: KLM delayed Flight for two persons totaling $1,600.00, and $20.00 for seat charges from ********* to ******. Total claim is for $1,620.00 for both ticket holders.Regarding: Flight Tickets ***** # *** ********** and ******* Flight Ticket # *** **********, KLM Confirmation # ******, KLM Flight delayed charges from *** to ***, Flight #KL602 departing on December 19, 2023, at 13:50 hours changed to departing at 17:05 hours with a flight delay. Then flight from AMS to ****** on December 20, 2023, Flight #****** later changed to Flight ****, departing originally at 12:15 hours and later departing at 15:20 with also a flight delay and arrival time. On September 26, we booked our flights. We were notified 8 times via email of flight changes before we flew. Each email, we spent countless hours via telephone because KLM wanted additional money. We were constantly on the telephone arguing that the trip was paid for months earlier and the flight change costs cannot be charged to us. We were delayed more than 4 hours overall. Due to the above and for health reasons, we were charged for seat charges of $20.00 for seats from AMS to ******.Pursuant to the internet: Our delayed flight should be compensated at 800Euros for two passengers or $1,600 Euros total.Due to KLM Airlines failing to settle in good faith and having nobody at KLM to discuss this loss with, I am submitting this complaint. All eight emails can be provided upon request. Respectfully,******** and ***************************

  Customer Answer

  Date: 03/09/2023

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

  Thank you for your assistance.  The airline took responsibility for their action and made restitution.  

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

• Initial Complaint

  Date:01/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attached the e mail from klm. Have received the e- mail with the approval of my refund yet i am yet to get a dime! Been calling your useless customer service and only to be told 3-5 days on and on. I want my refund for ****** back now. Is your company so careless after. You had no shame to take my payment i want my refund sent in my bank account that i sent on your forms. See claims. C- ****** and the refund approval email and please send me my money. I am getting severe anxiety and stress and i need this resolved.

  Business Response

  Date: 02/16/2023

  Dear BBB,
  
  We regret
  to learn about the inconveniences *** ****** describes in her claim #********.
  According
  to our systems, a refund of her Extra Options was processed to the passengers
  PayPal Account on August 19th, 2022
  
  Best
  regards,
  
  ********** *******
  KLM Customer
  Care

• Initial Complaint

  Date:01/12/2023

  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 January 5th I purchased tickets on lkm.com website worth ******* with booking reference ******. Instead of receiving a confirmation that my transaction went through I received an error message that there was a technical issue in their end and that the transaction wasnt completed. The error message instructed me to call KLMs service line *********** and provide the booking code. I called as instructed and was told by KLMs agent with and Indian accent that my reservation didnt go though because the seats I selected were taken before I completed the transaction. He attempted to find other seats but he said the promotional fare seats were all taken and that he could get me seats on the same itinerary but with a different price on about $ ******. I told the agent that I couldnt afford the new price he was giving me and told him to just cancel the transaction and that I would just go back online and find other cheaper alternatives I could afford. As soon as I finished talking to the agent I went back online on KLMs website and found more affordable tickets on a different dates of travel (booking code TIO54N) worth $8338.65. The issue Im facing now is Im unable to get my money back for the tickets for the original tickets with the booking reference ******. I have made 2 other calls to KLM and asked to speak with the supervisor who I believed could handle this issue. The 1st time I called on 1/5/23 the agent I spoke with named ******** told me that the supervisor was busy. He told me to call back after 2 hours and see if the supervisor wouldnt be busy. I requested for other ways of contacting the supervisor. He told me to write an email to ************************* I sent them an email right away but I havent received any response to date. I called them back yesterday on 1/12/23, was on hold for more than an hour with no success. I just finished talking to KLMs agent and asked to speak with supervisor. I was told not again that the supervisor is not available

  Business Response

  Date: 03/01/2023

  Dear BBB

  
  we have received your claim ******** sent on behalf of ***************************************.
  I can now confirm that the refund of these tickets will be fully refunded:

  
  Request ID ****************
  Booking Code ******
  ******** ****** **********
  ******** ****** **********
  ******** ****** **********

   

  The customer will be receiving separate emails from the refunds department with more information.

  
  Yours sincerely,

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

• Initial Complaint

  Date:01/09/2023

  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.

  I bought a ticket from KLM on 31 ***, 2022 for a flight from ***-***, ***-***. I paid for Premium Economy and received a receipt, attached. I selected my premium economy seat. I noticed, but never received notification, there was a flight change. I phoned KLM, who assured me that, I was still sitting in Premium Economy, there was no problem. See screenshot.Upon check in on 6 January, 2023 for my 7 January 2023 flight, I was automatically assigned an economy basic seat. I called KLM, who seemed clueless. They further told me, the Premium Economy seat I selected in *** was gone, and in fact, that cabin was full. I was offered no compensation. After discussing for over an hour, I was finally moved to a later flight in the seat class I paid for. This required travel to the airport and calls to KLM. This took well over 2 hours.I contact KLM via ******** to ask if I could get back on my original flight. The KLM ******** person told me KLM had no record I paid for premium, and if I wanted my old seat back, I'd have to pay. KLM was extremely rude to me. I was shocked.I paid for a premium economy seat on a KLM flight. KLM removed my premium reservation with no explanation. After fighting to get it back, I was placed on a later flight with no compensation. I demand a compensation from KLM.

  Business Response

  Date: 01/13/2023

  Dear ****************,
  
  Please find below our response to the BBB:
  
  Dear BBB,
  
  We are sorry to learn about the situation that **************** describes in her claim #********.
  Please accept our apologies for the belated reply. I can assure you that no discourtesy was intended.
  After reviewing the claim, I will have to inform you that KLM cannot be held liable in this instance since all flights were operated by Delta Air Lines. While the ticket was purchased through KLM, we will have to refer you to Delta for any claims regarding compensation for cabin augmentations or last-minute aircraft and schedule changes.
  We also thank you for your feedback on **************** and apologize that you felt that it was not up to standard. All communication received by ************* is analyzed in great detail and this information is input into our customer feedback and response system so that it might be used to highlight areas of concern and influence future service enhancements.
  Thank you again for taking the time to contact us.
  
  Best regards,
  
  ***********************************
  *** *************
  
  *********************************** * *** ********** ********** ****** ********* *** ****** *** * ***** *** *****
  ****** **********************
  *** ****** ***
  *************************************************************************************************************
  
  

• Initial Complaint

  Date:01/09/2023

  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.

  KLM booking numbe* ****** Ticket #: *************Frequent Flyer #: ************ In a previous complaint, I noted that KLM took my money but did not make a reservation and my new reservation was considerably more expensive but KLM reimbursed me. In this complaint, I want to note that because I prepaid for a hotel in ***** and ********* I was not able to recoup the first night of the hotel cost, even though I was unable to be present because of the new dates in the new ticket.1. Htel *******************-I paid to arrive December 16 but could not arrive until December 17, 2022. 140. euro (unoccupied first night only).2. ******************************** ********* January 2, 2023, ****** euros (unoccupied first night only)3. My two checked bags have now been missing for 7 days and still have not been sent from ********* to ******. I paid ***** USD for one bag overweight. I am requesting a refund of ***** USD 4. In ********* I paid 770. euros to upgrade to business class. When I boarded the plane I was told I was downgraded because of too many passengers in that class. Then I was told there was a broken business class seat that could not be adjusted electronically and it was either up or down and an attendant had to manually adjust it if it was to be moved. I sat in that seat and was first told I'd be reimbursed and then told I wouldn't be. but am requesting a refund for the business class ticket. 770. euros.The total expenses that I incurred because of KLM's inability to provide professional reasonable service (I still do not have my bags after a week) is $1181.52 USD.

  Business Response

  Date: 01/13/2023

  Dear *********************,
  
  Please find below our response to the BBB:
  
  Dear BBB,
  
  After receiving the passengers bank details, I can confirm that I have asked for a payment covering the passengers business class upgrade,extra bag option as well as first needs expenses to be made. Please allow up to 28 working days for this to credit.
  
  Best regards,
  
  ***********************************
  KLM Customer Care
  
  *********************************** | NEB Engagement Specialist (North America), AIR FRANCE KLM & DELTA AIR LINES
  Email: **********************
  AIR FRANCE KLM
  ****************************************************************************************, **************
  

• Initial Complaint

  Date:01/09/2023

  Type:Delivery 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.

  One checked bag was lost on November 5th flying from *************** ****** airport to ******. We reported the bag missing within the required 48 hours after arrival. We provided *** with a list of the items lost on November 9th (see supporting baggage inventory and claim form). We waited the required 21 days while *** attempted to locate the bag. They were unable to locate it so we filed a lost baggage claim online (claim number C-*******). We waited approx. 3 weeks with no response. We checked the status of the claim online and it simply said the claim was pending investigation. We called customer service on 12/28/22 to ask why our claim hadn't been settled yet and were told that we could not speak to lost baggage claims agents via phone. We were given an email address to contact and sent an email asking that we be contacted as soon as possible. We received a reply email on 1/5/23 from ******** Care Assistant *********************** asking that we provide receipts for the items lost by replying to the email. Luckily, many of the items lost were purchased online so we were able to provide pdf copies of the receipts. We were then told the "online orders are not accepted as valid receipts." These were not order confirmations- these were the actual order receipts (see email attached). We were also told "electronic devices and food are not entitled for reimbursement." According to the *** Conditions of Carriage Article 10.2.1 (f) while passengers are advised not to put electronic devices in their baggage, in the respect that the checked baggage is lost *** will only be liable to the extent defined by Article 19. Food isn't mentioned as a non-reimbursable item at all. Article 19.2.3 clarifies that in accordance with article 17 of the Montreal Convention, *** is liable for damage caused by loss of checked baggage that took place while the bag was in their custody, limited to ***** SDR per passenger.

  Business Response

  Date: 02/07/2023

  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.
  I can confirm I have authorized a payment for the remainder of the passengers claimed expenses, which will be paid onto the same bank account which the passenger had provided in his earlier claim. Please allow up to 28 working days for these funds to credit.
  I would like to thank you for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  KLM *************

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:01/09/2023

  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.

  I (***************************) purchased a ticket for a friend (***************************) from *****, ******* to *********, **. On one of the legs of her flights the aircraft changed, and thus her seating status was downgraded. I received an email stating that I was offered a refund for the difference. However, the website the email told me to use doesn't work, the travel agent (Travelocity) created a help ticket but they haven't done anything about it, contacting Virgin Atlantic (they're somehow involved) via their website didn't do anything either.The phone number I provided is my home phone, so texting it won't work. Please email or call. Also, please note than when they emailed me they addressed it to ****** since she was the passenger, but I am the purchaser and am owed the refund.Please see the attachments and help. If you need anything else please let me know.Thanks.

  Business Response

  Date: 01/17/2023

  *********** 

  Dear BBB

  We have received your claim on behalf of Mr *************************** who purchased a ticket for ****************************** and one of the legs of her flights the aircraft was changed, resulting in a class downgrade.
  Having checked the information contained in document number ***************** issued for USD1282.77 on 08SEP22, we see that it was paid to Virgin Atlantic.
  

  While the downgrade from Premium economy to Economy class occurred on a KLM flight, only the company that received the payment for the original ticket, can calculate and process the refund of the difference in price to the customer.
  In this case, we recommend contacting Virgin Atlantic directly and or the travel agency, with all correspondence related to the downgrade to obtain the relevant refund.

  Yours sincerely,
  

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

  Customer Answer

  Date: 01/23/2023

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

  KLM sent me an email offering a refund so they should disperse it. Virgin Atlantic has not responded to my complaint on their website (I don't think I even got an email).

  Attached are further notes I emailed to the BBB after I submitted the original complaint.

  Thank You.
  

   

   

   

   

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

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

• Initial Complaint

  Date:12/16/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 wife and I booked two tickets to ****** ******** scheduled to depart December 9th. We booked Standard Class tickets, which by KLMs website indicated that the reservation can be changed where we are just charged the ticket price differential.A couple of weeks before the trip, my wife and I got Covid and then the flu. We decided to postpone the trip until February. However, upon trying to do so on the website, we were told we would be charged a $300 change fee per ticket even though that was not how a standard ticket was described on the website.We went ahead and booked the change anyway. Instead of changing our flights, KLM left the original flight, booked my wife on a new flight in February, and charged us an additional $800 for this new flight.We called KLM several times, which was a horrific experience on several levels. Really long wait times and when we finally got someone, we couldn't understand what they were saying. During our call, we were told that a new ticket had been purchased by my wife and that this $800 ticket is non-refundable even though this is not what we were intending to do. We asked for a manger and were told there were no options for this. We are now attempting to dispute this charge with my wife's credit card.My wife then tried to book the date change over the phone versus online. To avoid the above issues, she asked for a flex ticket, which by KLM definition is fully refundable. They still insisted we needed to pay a $300 change fee per ticket, which is inconsistent with their website (but we did anyway).We just find out today that our new ticket is also nonrefundable. When we told the rep that the prior representative said this was a flex ticket, the new rep indicated that the previous rep was simply misinformed.Horrific. One of those situations where you feel like you are bleeding money every time you interact with the company. We just want to talk with a manager at KLM in order to resolve.

  Business Response

  Date: 12/21/2022

  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.
  After reviewing the claim, I can confirm that these were the fare conditions for the tickets under booking reference ****** the passenger had purchased. These would have been shown to him on our website at the time of purchase:
  
  FOR TRAVEL :  ***-*******-***
  
  
  * PRIOR TO DEPARTURE OF JOURNEY
  REVALIDATION :  NOT APPLICABLE (SEE REISSUE CONDITIONS)
  REISSUE :  ALLOWED WITH RESTRICTIONS PENALTY FEE 300.00  USD  (AT TODAY EXCHANGE RATES 300.00  USD )
  MAXIMUM REISSUE PENALTY FEE FOR ENTIRE TICKET(PER REISSUE) : 300.00  USD
  NEW TRAVEL DATES MUST BE PRIOR TO  07AUG23
  
  * NO SHOW AT FIRST FLIGHT
  REVALIDATION :  NOT APPLICABLE (SEE REISSUE CONDITIONS)
  REISSUE :  ALLOWED WITH RESTRICTIONS PENALTY FEE 300.00  USD  (AT TODAY EXCHANGE RATES 300.00  USD )
  MAXIMUM REISSUE PENALTY FEE FOR ENTIRE TICKET(PER REISSUE) : 300.00  USD
  NEW TRAVEL DATES MUST BE PRIOR TO  07AUG23
  
  *AFTER DEPARTURE OF JOURNEY
  REVALIDATION :  NOT APPLICABLE (SEE REISSUE CONDITIONS)
  REISSUE :  NOT ALLOWED
  
  * NO SHOW AT SUBSEQUENT FLIGHT(S)
  REVALIDATION :  NOT APPLICABLE (SEE REISSUE CONDITIONS)
  REISSUE :  NOT ALLOWED
  
  REFUND CONDITIONS
  
  
  FOR TRAVEL :  ***-*******-***
  
  !!CHECK FULL FARE RULES FOR ADDITIONAL INFORMATION!!
  * PRIOR TO DEPARTURE OF JOURNEY
  REFUND :  NOT ALLOWED
  
  * NO SHOW AT FIRST FLIGHT
  REFUND :  NOT ALLOWED
  
  * AFTER DEPARTURE OF JOURNEY
  REFUND :  NOT ALLOWED
  
  * NO SHOW AT SUBSEQUENT FLIGHT(S)
  REFUND :  NOT ALLOWED
  CERTAIN TAXES ARE NON-REFUNDABLE
  
  Best regards,
  
  ***********************************
  KLM *************

  Customer Answer

  Date: 12/28/2022

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

   

  KLM has not directly addressed our complaint and has not been honest during this process.  It didn't even seem like the respondent took the time to read our entire complaint. I think the most bothersome aspect of this is that no one from KLM has ever offered to discuss this with us at least to troubleshoot potential problems on their website and with their call center:

   

  1. Attached, is a screenshot of ticket options taken directly from KLM's website.  We initially purchased a Standard ticket online.  On the Standard description, it specifically says that ticket changes are permitted where we would only pay the fare difference.  However, when we tried to make the change online, we were told there was a $300 charge for each ticket change in addition to the fare differential.

  2. Nonetheless, we still proceeded online.  However, instead of rebooking us tickets on the new date we chose, KLM instead issued a new ticket in addition to the ticket we were not using.  This cost us an extra $800 (roughly) that we have never been able to get a refund for.

  3. We then reached out to the call center and were told that nothing could be done about the $800 and that there was not a manager we could talk to in order to discuss.  They indicated that they could help us rebook the original tickets and then we could file a claim for the $800 at a later date.  However, they still insisted we needed to pay the $300 change fee per ticket.

  4. We proceeded, but wanted to pay whatever the cost was for a Flex ticket, which is indicated on the website to be refundable.  Our ticket was then rebooked.

  5. The next day, we called again and were told that the representative didn't purchase a Flex ticket for us, but rather a Light ticket, which carried a ticket change cost and was non-refundable.  When we inquired about why this was done, we were just told that the prior representative explained things to us incorrectly and that nothing could be done.  Therefore, we are stuck again in the same situation. 

  Frankly, if we need to make a change again, I am really scared about what extra charges we will incur and what additional flights will booked. There is no accountability in the call center and no way to escalate complaints.

  Does KLM record these conversations for quality assurance?  If so, we would ask that they pull the recordings of our conversations with them.  They will then get a sense of how frustrating our experience has been.

   

  For resolution, we would like a refund for the $800 ticket charge for an extra flight we never purchased and ideally a refund for the new flight that has been scheduled.  We just want to start clean with a new airline.

  If the latter isn't possible, we would at least like an avenue where we can exchange the new tickets by just paying the fare differential and not a change fee.  We would also like a contact person that could help us with this so we don't go through this extremely frustrating ordeal again.

   

   

  Thank you very much.

   

   

   

   

   

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 04/13/2023

  BBB ********   
  

  Dear BBB

  
  This is our response to the on-going claim under the name of **********************
  The charge mentioned did not come from Air France-KLM. In fact, after closely inspecting the receipt/document attached, it refers to a third party/entity called  *************** LLC. 
  These are the details of this entity mentioned in the receipt that ********************;provided and therefore, contacting that travel agency/entity to make the relevant enquiries would be the best course of action.
  "For any modification or changes please contact our Travel Consultant on our toll-free number *************** EXT.SHINE( *************** LLC ) *************************** Card Holder's Signature Terms & Conditions Tickets are Non-Refundable/Non-Transferable and name changes are not permitted. Date and routing changes will be subject to Airline Penalty and Fare Difference if any. Fares are not guaranteed until ticketed. For any modification or changes please contact our Travel Consultant on ***************. "
  This is because, we can only process/authorise refund for sums that are directly linked to a ticket/document number issued by the airline.
  In this case, there is no document known to the airline that is linked to the charge in question. 
  At this stage, our finance department is unable to intervene, nor we can be liable for a disputed charge that did not originate from the airline and does not appear in our records. 
  

  Yours sincerely,
  ******************************* * ******** ********** **********
  *** ****** *** ************* *********
  
  *******************************
  *** ******** *** ********** ***********
  ************************ ******** ******* **

  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:

  The explanation provided by Air France/KLM is very misleading.  We actually did call the number referenced by ******, which was taken from the confirmation e-mail we provided.

  The representative explained that they are considered a "Consolidator" to Sky **** (which includes Delta, Air France, KLM, and other Sky **** Members).  They are a third party that handled our ticket change upon the request of Air France/KLM. 

  We have only contacted Air France/KLM with respect to our ticket change request.  We have never contacted any other party regarding our booking.  How did this third party have access to our booking and ticket numbers as well as our other charges unless it was provided to them by Air France/KLM?

  Air France/KLM unilaterally brought this party into our ticket transaction and they are clearly responsible for the charges levied by this third party.  

  They are trying to avoid this part of the refund because it was "technically" not them who levied the charge.  It was an entity that works for them who they unilaterally brought on to our transaction.

   

   

   

   

   

   

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

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