Business Profile

Airlines

KLM Royal Dutch Airlines

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

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.

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.

Initial Complaint
Date:12/15/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My luggage was lost during travel from **** to ****** that connected through ********* (Schipol Airport) on 15 October. I followed all of KLM's procedures related to waiting to file a claim for compensation until 21 days after my luggage was lost. I officially filed for compensation on 11 November. It is now 14 December and I have been unable to get confirmation that this is even being considered or that I am going to get money back for the couple of thousand dollars worth of clothing/items that were in my suitcase. The ***************** line has told me that they are mostly reservation-focused employees and cannot provide any updates on claims; but there is no way to get in contact with the claims department. 2 months later and the airline has provided no compensation for the items that have been replaced so far or for the items that still need to be replaced.
Customer Answer
Date: 01/12/2023
Better Business Bureau:

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

Sincerely,

*************************
Business Response
Date: 02/06/2023
Dear BBB,

We are sorry to learn about the situation that *************** describes in her claim #******** and that her baggage was missing upon arrival at ****** Airport on October 15th.
We consider the efficient handling of customers baggage to be of prime importance.However, as with any system involving human and mechanical interaction, there are some occasions when irregularities occur. You have our commitment that we are not complacent on this matter and we are doing all we can to improve our baggage handling services in the future.
In case of baggage delay, loss (including baggage delayed for 21 days or longer) or damage the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to **** SDR (Special Drawing Rights).
Air France will gladly reimburse the passenger up to the legal limits set by the Montreal Convention (1999) of **** SDR (Special Drawing Rights) per person. I can confirm that I have authorized a payment reflecting this amount, 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 again for your patience while dealing with your claim.

Yours sincerely,

***********************************
KLM *************
Customer Answer
Date: 02/11/2023
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:12/09/2022
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 want to file a complaint against KLM for our costs to repurchase 5 tickets that were canceled erroneously with no authorized request by anyone in our group.In addition to the original 5 tickets purchased, we were forced to payout $941.81 per ticket for 4 new round trip tickets from ******* to *********, (Departed October 10th, 2022, Returned November 19th 2022) and 1 one way ticket at $1978.52 from ********* to ******* departed on November 19, 2022. The backstory: As per KLMs website, I went on ******** live chat with KLM to rectify a situation with a simple typo correction on a name of one ticket (a service that is advertised as free on their website). The confirmation of this change happened on ******** chat at 4:56PM GMT+1. The one ticket was corrected, but we received 4 emails stating that KLM had cancelled the other four non-refundable tickets. This happened at 9:07PM GMT+1. After calling KLM directly and receiving no help with their phone support staff, we had to drive to ********************** in ******* on the ************** to try to get our tickets back. We ended up talking to a KLM worker *********************, who said there was nothing she could do to get the cancelled tickets back, however she was able to get ******* new tickets at the original price we had booked them for back on September 4th. To prevent a further cancelation of the remaining ticket, she moved the only remaining ticket over to the new booking number for the newly purchased 4 tickets. We were able to get on the flight with all 5 tickets on the 10th of October and successfully flew to *********. In the middle of the trip, we randomly received a cancellation email for the only ticket that didn't get cancelled from the original booking. We then went to the airport in ********* to talk to a KLM agent who confirmed that our return ticket was cancelled again. He could not tell us what happened and we were forced to buy a last minuet ticket home at $1978.52. We expect them to rectify this issue.
Customer Answer
Date: 01/03/2023
Better Business Bureau:

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

Sincerely,

*************************
Business Response
Date: 02/01/2023
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.
After reviewing the claim, I can confirm that we will be happy to authorize a payment equivalent to the amount requested, which will be paid to ******************** either by bank transfer or by cheque to ******************** once his account details or address has been confirmed to us. Alternatively, we will be happy to pay this to ******************** should he have been the original purchaser of the ticket in this case. Again, we would have to ask to confirm his bank details or address in this case.
Best regards,

***********************************
KLM *************
Customer Answer
Date: 02/01/2023
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:

they have not yet reimbursed me for the full amount of $5745.76.
Thank you for your response. I (******************* ********) am the original ticket purchaser for both the original canceled tickets and the additional one we bought in *********.
I have emailed the ************************** and ********************************** with my banking details for the refund.

At this point, I hope to confirm that the amount being refunded is $941.81x 4 = $3767.24 (repurchased original cancelled tickets) + $1978.52 (new ticket bought in *********)
Total: $5745.76
We have also incurred various charges trying to deal with the canceled flights including but not limited to Airport Parking fees, and Taxis to and from the airport as well as a lot of mental anguish for something that was not our fault. We would hope that in settling this matter, there would be some compensation from the airline for their mistake.
Please let me know the next steps in resolving this issue.

Thanks. Regards

Sincerely,

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

Business Response
Date: 02/17/2023
Dear BBB,

Once again,please accept my apologies for the belated reply.
Having verified the situation, I confirm that 4 out of 5 tickets in the original booking ****** were cancelled as error pre-departure**************** *************** ************** and **************; the original price of each of these tickets being CAD ******. From what we can see in our refunds system, a refund of certain taxes was processed on October 24th, 2022. back on the original form of payment used. This totalled CAD ******, meaning that there is a total amount of CAD ******* outstanding to be refunded from those tickets.
In addition, Ticket 5 **************** ********/*********** MR) was only half flown (i.e. from ******* to *********) before also being cancelled in our systems. The sum of CAD ***** has been refunded for this ticket, leaving CAD ****** remaining to be paid.
As a result of the cancellation above, the passengers purchased a new ticket prior to departure from ********* (PNR ******)for which CAD 1978.52 are to be refunded in full.
All in all, we will be refunding the passenger a total of CAD 5717.43 as calculated above. While we are not able to pay for parking charges at airports as these are expenses that are external to our Contract of Carriage, I am happy to inform ******************** that I will be adding the sum of CAD ****** for transportation costs to the aforementioned as a gesture of goodwill in lieu of any receipts.
Please allow up to 28 days for the payment to credit to the passengers bank account.
I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
KLM *************
Initial Complaint
Date:12/05/2022
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 21/06/2022 I flew from ******* to ******* via ********* with KLM airlines. Upon arrival in ******* on 22/06/2022, my bag did not arrive. My luggage did not arrive for the entirety of my trip in Europe, and was declared lost by KLM ************************************************************************** after 21 days of travel.I submitted a claim for lost luggage, which includes the replacement cost of all the items in my bag, along with the suitcase itself. This came to a total of ******* EUR. According to the Montreal Convention, the airline is liable to cover up to $1288 Special Drawing Units (~**** CAD) for lost baggage. On 23/10/2022, KLM notified me that they would reimburse me AUD 839 (EUR 600) for my lost luggage. They referenced internal policies that I had not provided enough receipts for the items in my lost luggage. Over email, I rejected this offer of 600 EUR for my lost items, noting that I did provide as many receipts for items in my suitcase as I could find, and that the value of these receipts already greatly exceeds this value of 600 EUR. I received this partial payment on 27/10/2022.Previous court decisions have verified that receipts are NOT required for compensation for lost baggage (e.g.***************************************************************************************************).I have therefore repeatedly requested1288 Special Drawing Units, which is equivalent to $2655.06 ********** Dollars. KLM has not responded to my repeated emails and phone calls requesting this fair compensation, which is outlined under the Montreal Convention.I am now seeking compensation for the difference between what is outlined in the Montreal Convention, and what I have been paid out so far, which is ******** CAD.Lost luggage claim number: C-*******
Customer Answer
Date: 12/30/2022
Better Business Bureau:

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

Sincerely,

*********************
Business Response
Date: 02/02/2023
Dear BBB,

We regret to learn about the inconveniences **** **** describes in his claim #********.
According to our systems, a payment of the remainder of maximum liability for baggage loss under the terms of the Montreal Convention (1999) was finalized on February 1st.

Best regards,

********** *******
KLM Customer Care
Customer Answer
Date: 02/07/2023
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:12/05/2022
Type:Sales and Advertising 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 had a flight canceled earlier this year and I opened up a claim to receive compensation. After a couple months I was contacted by an agent for *** requesting copies of my receipts even though I supplied them when I opened my claim. I then proceeded to email my receipts 3 times and uploaded them online on the *** claim website. I was then asked to email my banking routing number, account number and a copy of my passport to receive $600 euros for the canceled flight. I asked if there was another way to supply this information to them as email is not a secure way to provide such sensitive information like a passport and banking details. The response from the *** agent was that since I was refusing to supply my banking info and passport they were closing the claim. I logged back into the *** website and they had indeed closed out my claim.
Customer Answer
Date: 12/30/2022
Better Business Bureau:

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

Sincerely,

*************************
Business Response
Date: 02/02/2023
Dear BBB,

We regret to learn about the inconveniences ****************** describes in his claim #********.
According to our systems, a payment for compensation under the terms of ** Regulation 261/2004 as well as first needs expenses connected to the cancellation was already made on January 18th.

Best regards,

***********************************
Air France Customer Care
Customer Answer
Date: 02/03/2023
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:11/29/2022
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 paid for an airline ticket and a hold reservation fee on ***'s website. The ticket was $2,152.17 (September 26, 2022) and the reservation hold fee was ***** via Paypal (September 24, 2022). The reservation was good until 9:00 pm on September 27, 2022. Both fees are documented by Paypal.On November 28, 2022, I went online to book my seats and discovered that although the fee was processed (and never returned) the reservation was never enacted by ***.After 8 hours on the phone, multiple emails, ******** chats, and *** chats yesterday nothing was resolved. I live internationally so I paid for all of the calls to ******* number and ******. ******** chat sent a form saying the refund was requested but the amount and the currency fields are blank.I had to buy a new ticket yesterday because I'm traveling in 2 1/2 weeks-December 15, 2022. It cost $300.00 more! The *** representative was unable to send me a receipt and when I went online today to request a receipt there is a message error. I don't even know if the new ticket is valid. When I try to reserve seats I keep getting error messages.The first reservation code is ****** and the second is ******. I am requesting two refunds for reservation holds of ***** each=36.00 The original ticket price was $2,152.17 The difference in cost between the first ticket and the second ticket (2,483.88)=331.71 The total refund request $2,519.88 Please note I am only asking for the return of fees that should not have occurred and no additional money.
Business Response
Date: 12/16/2022
Dear ********************,

Please find below our response to the BBB:

Dear BBB,

We are sorry to learn about the situation that ******************** describes in her claim #********.
First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
After reviewing the claim, I can confirm that I have authorized a payment equivalent to the fare difference between the tickets as well as the Time to Think options, which will be paid by cheque to the address stated when filing this claim. This should arrive within the next 28 working days at the latest.
Please be advised that a refund of the original ticket appears to have been processed back onto the passengers PayPal Account on December 2nd.

Best regards,

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

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

Customer Answer
Date: 12/16/2022
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:11/21/2022
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.
KLM is refusing to assign seats for disabled people for me and my daughter I called multiple times but they are very rude, I was told I'm mentally sick, and insulted multiple times, still, the issue is not resolved, they sold seats in the row for disabled people and now they have no space for really disabled people
Business Response
Date: 12/14/2022
Dear BBB,

We regret to learn about the inconveniences ******************* describes in her claim #********.
KLM will ensure that services are provided to a person with a disability when a request for such services is made at least 48 hours in advance of the scheduled departure. Such request should be made by the person with a disability at the time of reservation and as far in advance of travel as possible.
The person shall advise the carrier of the nature of his/her disability, the nature of the assistance required and check whether it will be necessary to take the trip with a support person.
KLM will make a reasonable effort to accommodate persons with a disability who fail to make reservations 48 hours in advance.
However, if a person with a disability makes a request for a service referred below, KLM will provide the service even if the request is made less than 48 hours before the scheduled time of departure:
assisting with checking in at the check-in counter; in addition, express passage for passengers with disabilities minimizes the waiting time at check-in; KLM recommends to be 3 hours prior departure at the airport unless longer times are applicable
assisting with proceeding through security checks at the airport and to the gate prior to boarding
transferring a person between the person's own mobility aid and a mobility aid provided by the carrier
transferring a person between a mobility aid and the person's seat
assisting in boarding and deplaning
assisting in storing and retrieving the carry-on baggage and retrieving checked baggage
describing to the person with disability the layout of the aircraft and providing a briefing on emergency procedures
assisting in moving to and from an aircraft lavatory
inquiring periodically about a person's needs when waiting to board an aircraft or during the flight
assisting in proceeding to the general public area or, in some cases, to a representative of another carrier
Where the nature of the disability is identified, KLM will inform the person with a disability about seats available in the class of service the person has requested that might best meet the accessibility needs of the person if available, such as a seat that has additional leg room, a larger seat pitch or movable armrests. In addition, passengers with a disability will not be permitted to occupy seats in designated emergency exit rows, bulkhead aisle seat, or otherwise in accordance with applicable safety-related rules and regulations. More information on this can be found under the following link: **********************************************************.
However,there exist no such seats that are specifically designated as reserved for people with disabilities (as claimed by the passenger) in any of our aircraft cabins. From what we can see in the previous communication, the passenger was made aware of this by ************* and Reservations Staff on several occasions yet insisted on being moved to a seat in the Economy Comfort cabin at no extra charge. We therefore confirm that there is nothing we can add to our position.

I would like to thank you again for your patience while dealing with your claim.

Yours sincerely,

***********************************
KLM *************
Customer Answer
Date: 12/16/2022
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:

[Your Answer Here]
They didnt address the issue that I was asigned seats and conformation of that I included in my complaint , they didnt let me know that they sold the seats to someone ***** with out any information my disability right was violated and the comapny is palying not even mantoin how it happen that my confirmed seats got sold and no ather seats with more leg room was asigned to us , they are very rude when ever I call theyput me dow makking coments like ,,this is not Amwerica '' or if You disabled dont fly '' it is discriminatory , illegal

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

Sincerely,

***************************
Initial Complaint
Date:11/17/2022
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.
Booking code: ****** Ticket number: ************* Passenger name: Kitfu Fan Booking code: ****** Ticket number: ************* Passenger name: ******************************* This booking was made with KLM directly.When we attempted to check in for our flight (*** -> ***), ********* said that our booking had been canceled, although the flight itself was not. I had never received an e-mail or text confirmation that this was the case so assumed we would be able to board. Ironically, although the first leg of our booking was canceled (*** -> ***), the second was not (*** -> ***), so this was caused by an internal system error (see KLM website screenshot). Unfortunately, they could not rebook us as the plane was full and we were at risk of missing the still available connection flight home.As this was already late in the night and the connection flight was 1:25 PM the next day, we needed to book another flight as soon as possible to have a chance of catching it. The Transavia agents directed us to the ************ desk, who recommended we purchase Aegean flights (*** -> ***, *** -> ***) to catch the connection. The timing of the flights also meant that we needed to sleep overnight in ATH. The purchase came out to $1,356.72 USD, the full amount of which we are seeking as reimbursement.In the end, we were able to make the connection flight, although its worth noting that we missed the connection due to the staffing shortage at AMS. In addition, our initial flights (*** -> BOS, BOS -> ATH) were also canceled due to weather at ***, and they were rebooked with an additional connection (*** -> ***, *** -> ***, *** -> ATH). All in all, the combined delays cost us half a day at both the beginning and end of our trip, and also included an overnight stay in ATH.Finally, I was able to speak with a KLM representative during the process and you will see in your system that we somehow boarded the *** -> *** flight but never the *** -> AMS flight, which corroborates our story.
Business Response
Date: 12/07/2022
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 I have authorized a payment equivalent to the cost of the newly purchased ticket, which will be paid to the bank account the passenger provided when making his previous claim. This should arrive within the next 28 working days at the latest.

Best regards,

***********************************
KLM *************
Customer Answer
Date: 01/27/2023
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:11/17/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
my husband and i had a *** flight from ********* to ************ delayed by 4 hours and per ***'s policy they owe us $1,200 ($600 per ticket). on August 4 i filled two claims with *** (************************************* and ************************************* (husband)). it is supposed to take three weeks to get the money. i have called *** 10 times (i have information on each call) and i always get a call center from ***** that says someone will contact me in a week. after 3.5 months no one has contacted me. i have spent over 10 hours contacting (and in some cases emailing - based on emails they tell me which are invalid). *** does not stand by its policy and no one will even tell me when i will get my $1,200. it is the worst service i have ever experienced. I am at **** end and *** just won't respond the people from ***** only apologize but no one helps. i am now turning to BBB to step in since i just don't know what else to do. My *** itenerary code is "******". my claim and itenerary information is all in the *** data base.
Customer Answer
Date: 12/19/2022
Better Business Bureau:

No *** has not gotten back to me nor did they work to resolve the matter. It appears that when *** was contacted by BBB *** closed my two open claims filled on August 4 then opened a new case. my guess is that they did this to hide their tracks to prevent me from getting the ***** euros they owe me per european law due to the *** flight delays. i have called them several more times with no assistance. i have called them about 15 times over the last over five months. They never help me. Please provide the following information for the BBB website:/

"Do not use *** airlines. I experienced an over four hour delay and per European law, the flight delay was on an ********* leg of my trip, *** is required to reimburse me ***** euros. After 4.5 months of calling them 14 times, *** closed my case without refund. When *** closed my case they never even responded to me or told me why they closed my case. When i called them they would never help me and in some cases their customer service was outright rude. *** has the worse customer service of any airline that i have ever experienced, and i have flown a lot."

***************************
Business Response
Date: 12/28/2022
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
passenger in question was booked from a non-European Union departure point
(United States of America) to a non-European Union arrival point (South
Africa). In view of this, EU regulation 261/2004 does not apply in this case
under Article 3a) meaning that there is no entitlement to compensation.

Best
regards,

********** *******
KLM
Customer Care
Initial Complaint
Date:11/16/2022
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.
My aunt passed away on 06.10.2022 in ********, ************. I and my mother haven't seen her in over 20 plus years so I booked a flight for me and my mom to attend the funeral and get a chance to see her one last time before she is laid to rest, the funeral was on 06.24.2022. Our flight was set to leave from *** on 6/22 and we would get to ************ on 6/23 at night. Unfortunately our flights got delayed 3 hours each starting with Delta flight# DL48 which caused us to miss our connecting flight to ********* which would take us to ***** where we would leave for ************. We were removed from DL48 and placed on Air France flight# AF0117 in a desperate attempt to make our connecting flight in *****. AF017 was also delayed for 3 hours once we sat in the plane, we got to ****** but ultimately missed our flight to ************ because of the delay at *** and ultimately missed the funeral which was critical for me and my mother to attend. We returned home that same day completely heart broken and confused as to why did this happen to us. This is something we can never get back in our lifetime, we never got a chance to see her one last time before she was buried. I've attached all of the tickets we were given, including the ticket for our return to ***. This trip was solely planned for me and my mother to attend a funeral in ************ and we were not able do so because of the 3 plus hour flight delays that caused us to miss the funeral. I reached out to the booking agency Alternative Airlines who helped me book my flight and asked for a full refund from KLM and Air *******, they reached out to the Airlines but the refunds got denied. I am filing this complaint because me and my mother are both victims in this situation and we are left with no other choice but to take this route in an attempt to get the money back we spend for the flights which totaled $6,365.34. We would seek other legal matters if this does not work.
Business Response
Date: 12/02/2022
Dear BBB ******** ,
We regret to learn about the unfortunate situations described by *********** following a family bereavement.
According to our records, we have already addressed this complaint on 25/Aug/2022 under file reference [*********]
We are unable to offer the refund of fully flown tickets and with regards to the flight delays, no compensation is due.
Below is our response to the customer for more information.
Yours sincerely,
******************************* / Customer Engagement Specialist
Air France KLM ************* Assistant

Sent On: 25/Aug/2022 4:37:47 PM
To: ********************
Subject
Additional information required relating to: [*********]

Dear Mr. *****,
Thank you for your message.
I am sorry to learn that you were unable to travel with us as planned. I also apologise for the unintentional delay in responding to you.
I would like to inform you that Air France KLM handles ************* correspondence for Delta Air Lines in Europe. Therefore, on behalf of Delta, we stand to confirm the following:
The ** Regulation 261/2004, in applied on all flights:
departing from an airport located within the **
departing from an airport not located within the **, arriving in an airport located within the **, with an airline based in the **
Flight DL 048 on 22 June 2022 from ******** to ********* was operated by Delta Air Lines, who are a non-** based airline. Therefore, since the flight in question was also departing from an airport not located within the **, the ** regulation 261/2004 does not apply in this case and so there is no entitlement to compensation.
We have thoroughly reviewed this claim and have taken into account all aspects of this specific disruption. As a result, we must respectfully decline your request for compensation.
Also, we are really sorry to learn your flight AF 017 delay on 22 June 2022 disrupted your travel plans. We understand that delays inconvenience our passengers, so we do all we can to limit them. However, we sometimes face extraordinary circumstances when Technical difficulties delays a flights departure or arrival. These Technical difficulties delays are beyond our control.
A situation like this which presents itself beyond our scope of influence can be regarded as an extraordinary circumstance and therefore is not one where there is an entitlement to compensation under ** regulation 261/2004. So as a result,we again must respectfully decline your request for compensation.
As for yur baggage delay I am sorry to hear that your baggage arrived delayed after your flight AF 017 on 22 June 2022 from ******** to *****.
I would like to apologize on behalf of Air France KLM and I hope this incident will never happen again in one of our flights.
After checking our records, I can see that you received one of your baggages on 26 June.
In this case, if you had any first necessity expenses, I kindly invite you to send us the receipts and I will happily reimburse those.
Once again, please accept my sincere apologies for the disappointment you experienced on this occasion.
We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.
Best regards,
******* *********
Air France and KLM ************* Assistant

*********************************
NEB ******** NAM Engagement Especialist
Initial Complaint
Date:11/14/2022
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 purchased seat upgrades for a flight out of ******* bound for ********* on 23 Aug 22. The purchase was made in July. When I got to the gate on the day of my flight, I was informed that the plane had been changed. The seat that I purchased was not in existence on the new plane. I tried applying for a refund through Delta Airlines because I purchased the seat upgrade on their website. They responded (through a BBB claim #********) that I had to go through KLM to get the refund. I applied online for a KLM refund, (Request ID: *****************, and my request was rejected because "the ticket and/or extra option number and booking code that you entered in your request do not match". When I tried contacting the company to resolve this, I received no response. I tried using their chat function to get help, and they did not respond. Attached is my KLM refund request form, the receipts from the upgrade purchase, and copies of the emails.
Business Response
Date: 11/25/2022
Dear BBB,

We are sorry to learn about the situation that *********************** describes in her claim #********.
Firstly,please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
As the passenger confirmed in her initial communication, the seat upgrades were purchased through the Delta Air Lines website. I can further confirm that the associated document numbers for these upgrades are ************** and **************. The airline code 006 verifies that these where issued by Delta, which is why we must refer the passenger to the originally issuing airline.
I would like to thank you for your patience while dealing with your claim.

Yours sincerely,

***********************************
KLM *************
Customer Answer
Date: 12/02/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that I am in need of further assistance. KLM's response does not resolve my issue but instead transfers responsibility back to Delta Airlines.
I would like to reopen complaint ID #******** with Delta Airlines and amend it with the information obtained from this complaint. Please let me know what I can do to continue this process with the Better Business Bureau.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

KLM Royal Dutch Airlines is NOT a BBB Accredited Business.