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:11/14/2022

  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.

  We were denied the ability to board our scheduled flight on Saturday November 12th from ********* to ***. We are requesting compensation due to mistreatment of a senior citizen with ambulatory disabilities.We had a flight from ********* to *** on Saturday, November 12th (Flight KL643). This flight was booked in conjunction with Delta Airlines. Prior to the flight itself, we had dealt with flight complications including our prior flight from Naples to ********* being outright cancelled (we were supposed to leave on Friday, November 11th). We were not alerted by KLM, and instead found this out via Delta Airlines. The flight was auto-rescheduled on two separate days without any consideration of our connection. After much discussion, we were able to rectify this situation without any compensation. The result was having to stay in Naples, ***** for another night at our cost of 100 Euros. While flying from Naples to *********, one member of our group, *********************************, was initially denied the ability to fly by a KLM representative. This representative stated that he did not have the required paperwork, yet he had all the appropriate documentation including his ** passport and US Resident Alien Card (no expiration). After about an hour of delay, we were thankfully allowed to board and did not cancel our flight.We were delayed in walking to the gate for our flight from ********* to *** due to the limited ambulatory ability of *********************************. He is a 74 year old male with medical conditions ultimately leading to him being limited in his walking speed. This increased our travel time to the gate. We asked for walking/travel assistance but was unable to receive any assistance at the **************** due to lack of options. We were never alerted of the ability to request support. We arrived at the gate and were told we could not board due to computer issues. Another man arrived after my father that was allowed on the plane for no apparent reason.

  Business Response

  Date: 01/09/2023

  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.
  After reviewing the claim, it appears that the ticket was not reissued by the ticketing carrier Delta Air Lines after the originally communicated schedule change on KLM. In view of this, I can confirm that I have authorized three denied boarding compensation payment equivalent to the amount stated in ** Regulation 261/2004 the payment to ************ also including the hotel expenses that he had mentioned in his earlier claim - 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.
  
  Best regards,
  
  ***********************************
  Air ********************

  Customer Answer

  Date: 01/19/2023

  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:

   
  

   I am just awaiting the checks. I am pleased with the result.

   

   

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

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

  Customer Answer

  Date: 01/31/2023

  Received checks as expressed. Satisified with response

• Initial Complaint

  Date:11/08/2022

  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.

  All my travels to *************** are with Delta Airlines. I was told by many friends to try the **** I booked a ticket for my family back in Feb 2021 with confirmation ******* At that time, my wife was in ************ with a round-trip ticket from ***** to *******. I convinced my wife to delay her return trip and returned with me through KLM from ***** to *******. KLM had some troubles with booking and the airport had to cancel, delay, and rescheduled many trips including mine. The problem was that KLM or my travel agency did not communicate with me either by mail, email, text, or phone call. A few days before my trip to ************, when I was checking my flight online, I was shocked that KLM advanced my flight one day and delayed my kids one day. So our original flight was supposed to be May 19, but instead, mine was May 18 and my kids are May 21. I contacted my travel agency the day of my flight, but he recommended to first take my flight since it is almost a hot season to change my flight when I am there, I can reschedule for free since it was within 30 days plus compensation for each traveler. Few days before my trip, I contacted KLM agent in ************ and I spoke to a lady who was so happy to reschedule my flight for free, but my kids were through Delta directly. KLM Agent recommended first to contact Delta, rebook my kids flight and then contacted her to reschedule mine at the same time for free plus some compensation for the troubles.Things were unexpeted and did not have a time to contact Delta so we traveled to ***** and from there we can change all 6 people for the same flight at the same time. I contacted KLM agent in *****, Emirates, but he refused to change my flight and asked to pay a penatly of $3000 per ticket. I explained to him that it was KLM mistake and I am entitled to free rebooking within 30 days, he said yes but I can't do it.I contacted my travel agency back in the U.S, and he said all flights are fully booked and I have to pay

  Business Response

  Date: 01/09/2023

  Dear BBB ********    
  

  We regret to learn about the inconvenience described by *************************** with regards to his travel agency tickets.
  

  According to our records, we have communicated our position to the customer under file reference *********.
  

  Please find an extract of this response for more information: 
  "Please know that in case of flight disruption (cancellation, delay, denied boarding), airlines are bound to present alternative flights following ** Regulations. Alternative flights are communicated to passengers which they can always reject and look for other flights that suit their preference. Therefore, you were given the option to rebook to new dates within 30 days to/from the cancelled flight departure.
  

  Concerning the rebooking made by the ************** because we do not have direct control of them, we cannot take responsibility for their actions and therefore, also cannot offer you a fare difference.

  You have to claim the cost directly from ************** I am sorry to continue to disappoint you with my response."
  

  Yours sincerely,
  

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

  
  

• Initial Complaint

  Date:11/02/2022

  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.

  Booking code: ****** Ticket numbers: ************* | ************* | ************* Passenger names: *********************** | *********************** | ********************** Outgoing flight date: Sept 3, 2022 Return flight date: Sept 10, 2022 On our flight from ******* to ****** by ***, our luggage was delayed (a suitcase, a stroller and a car seat). We filed the report with *** (reference numbers ********** and **********) and were reassured by customer service every day that they are doing their best and we should stand-by. Due to lack of customer care by ***, the suitcase was never found, the stroller was found on our last day in ****** and car seat was returned several days after our return to *******.We had to spend a significant amount of our valuable vacation time, energy and money to buy a small portion of what we had in our suitcase, keeping the receipts as directed by the *** to file a claim later on to be reimbursed for these charges. The claim was created on Sept 9 (#*********) and the receipts were provided a few days later. Since then, *** has refused to reimburse us for these expenses, which has caused financial burden on our family. Based on recent communication with *** representative, *** is claiming that the receipts are not valid and are credit card statements. This claim is fundamentally false and can easily be proved. These are the receipts the sellers provided to us at the time of purchase and all we have available to us.We demand to be compensated by *** for the full amount of expenses, which also includes one night of lodging since we spent at least one full day of our valuable vacation time on unplanned shopping. The total of expenses is ********.

  Customer Answer

  Date: 11/28/2022

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

  Business Response

  Date: 12/09/2022

  Dear BBB,
  
  We regret to learn about the inconveniences **************** describes in her claim #********.
  Having investigated the passengers claim, I can confirm that this matter has since been forwarded to the ********************************* (DOT) by the passenger and will be dealt with under the auspices of it.
  I would like to thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  KLM *************

• Initial Complaint

  Date:10/31/2022

  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.

  I arrived into BRU from ATL on 9/25/22 after making my connection in ***. My luggage did not arrive in BRU at the same time. When it did arrive in BRU the luggage was sent on a delivery service to the hotel. The delivery service never delivered my baggage (ex:ran out of time, or said they were there and never showed) As I was in the region for a business trip it was essential that I have my luggage. I had to rush to purchase clothing for my meetings and I missed multiple business dinners and gatherings to sit in the cold rain each night for my delivery that never arrived, I asked Aviapartner in BRU to have it returned to them and placed on my flight back to ATL . BRU showed it was sent to AMS to arrive in *** on DL75 on 10/1/22 but the baggage was never sent. I also received an email from KLM on 10/1/22 stating it was being sent back to BRU from AMS. ??? Wrong way. My initial PIR ********** was closed out when it shouldnt have been and a secondary PIR was created for tracking **********. At this point and time no one at KLM Is able to provide an answer from AMS or BRU as to where my luggage is at. They only seem to communicate via email with the baggage claims which is apparently not working as no one is responding, Not even a simple phone call could at least be carried out to the baggage claims centers. They (some) also get very snippy with you for checking on your lost luggage status. The customer service here is extremely lacking and it doesnt seem that there is any push on KLMs side to resolve this issue. You would think that flying priority business class (and the ticket cost itself) would make a difference but it apparently does not. I filed a claim for the lost luggage and still have yet to hear back on that. Claim number is C-*******. Missing baggage is ************. Booking code ******. Bag #****** on DL75 was not the lost luggage, that was a carryon I had to purchase to bring the clothing home that I had to purchase due to the lost luggage.

  Business Response

  Date: 12/14/2022

  Dear BBB,
  
  We are sorry to learn about the situation that *************** describes in her claim #******** and that his baggage was missing upon arrival in ******** on September 25th.
  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 her 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: 02/02/2023

  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:10/27/2022

  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.

  I was traveling back from my honeymoon in July 2022 and my bag and my husbands bag had cracks in it. We filed a claim at the ***************** and then we were instructed to finish upon our return home. I quickly filed the claim because I was put two bags and I travel for work and needed to find replacements. I obviously did not keep receipts from luggages I purchased 2 years ago when I thought we would be taking our honeymoon but COVID had other plans. I provided pictures of comparable ******* bags with prizes attached. Unbeknownst to me, I didnt know I wouldnt hear back from KLM until 2.5 months later, after many check up inquiries from me. The email asked me to provide receipts and other stuff I had provided in my original claim, and I repeated that back to the agent. The next response completely had me flabbergasted. She canceled my claim, and so quickly wrote me off instead of working with me. I waited two and a half months to be completely disrespected in two emails. After having an amazing honeymoon in ********* that was a sucky feeling. I need money back for the damages of my two bags.

  Business Response

  Date: 12/07/2022

  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.
  After reviewing the claim, I can confirm that I have authorized a payment equivalent to two of the shown suitcases, 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.
  
  Best regards,
  
  ***********************************
  KLM Customer Care
  

  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:10/25/2022

  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 flew KLM July 4th 2022 and had my luggage lost /delayed. I had paid $75 for the check in luggage. I was notified it was found and was notified by the airline it was located and while waiting they stated: Will you compensate any extra costs? Yes, we will compensate the costs of various items that you need to buy. Simply make sure to keep the receipts. You can request compensation online.I purchased necessary items such as clothing and toiletries as what was in the delayed luggage. When I received my luggage a week later upon opening it I had items stolen.When I filed a claim on July 11 for reimbursement I was told to include the stolen items that were gone. I also had filed a police report which I included in the claim. I received a response from KLM on September 14 requesting additional receipts for the items that was stolen. I responded the same day providing the receipts.I waited a month later and looked online and checked my claim and it stated it was closed. I called customer service which they said the department that works on my case has no public number and cannot be directly contacted but customer service told me they never had gotten my response from the email on September 14 and they reopened the case so I re-email the response I had sent on September 14.Throughout this time I have tried numerous time trying to get help/escalate through their recommend methods of social media: ***************** The response I have gotten is they apologize for the wait but the claim is being handled by a different department and I need to wait. I also and worried that because my claim had been put in the back of the queue when it was closed. I have also called numerous times & have gotten no where. Two weeks ago one representative at customer service told me my case was going to be escalated & I would get a response within 48 ********** never heard anything or got a response.

  Business Response

  Date: 11/16/2022

  Dear ***************,
  
  Please find below our response to the BBB:
  
  Dear BBB,
  
  We regret to learn about the inconveniences **************** describes in his claim #********.
  Having investigated the passengers claim, I can confirm that this matter has since been forwarded to the ********************************* (DOT) by the passenger and will be dealt with under the auspices of it.
  I would like to thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  KLM *************

  Customer Answer

  Date: 12/09/2022

  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]

   

  Hi have received email notification from KLM stating they have requested their bank to remit a check to me on December 7th.  I have yet to receive it. 

   

   

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

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

• Initial Complaint

  Date:10/19/2022

  Type:Sales and Advertising 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 KLM beginning of July and one of my suitcases got lost I contacted them and filled out a complaint reference ** *-******* shortly after that In ********* -destination city I was told my luggage is in ********* I haven't heard anything since I called them and nobody can seem to offer any explanation or any total lost luggage refund I had gifts and medical supplies along with supplements for my sick members of the family I had to rebuy them and spend money on it again not to mention how delayed this care will be

  Business Response

  Date: 12/01/2022

  BBB ********
  Dear *******************************,
  Thank you for your message, which is registered under reference **********
  Please find below our response to the ** BBB:
  
  ================================================================
  Booking reference: ******
  Dear BBB ********,
  We have received your message under file ******** with regards to the claim initially handled by us under the name of *******************************, with file *********.
  Please kindly note that we have requested information under file ********* Sent On 19/Oct/2022 3:59:05 PM To: ********************* but have not received a response.
  In order to analyse the case in line with Montreal Convention rules, which states that loses must be proven, we need evidence of related costs for the incident with the luggage of Sabetay Palatch:
  
  A complete list of the items in your lost baggage with values, including the bag itself
  PIR = Property irregularity report code that must have been created at the time of reporting the missing luggage
  A copy of the original receipts you might have for the items in your lost baggage, including the bag itself
  First name / last name as it appears on the bank account
  Bank name in ***
  Address of the bank in ***
  Account number
  Bank code/Electronic routing (ACH number)
  
  Once we have these additional pieces of information we will be able to continue with his claim.
  Thank you for your understanding.
  
  Yours sincerely,
  ******************************* / Customer Engagement Specialist
  Air France and KLM ************* Assistant
  
  
  

• Initial Complaint

  Date:10/14/2022

  Type:Sales and Advertising 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 took a flight on 7/4/2022 with KLM to ********. I had my two babies with me. In ********* we had to check my UPPAbaby double stroller in. When we arrived in ********, we found out that the stroller was defective. Since we arrived in the very early hours, there were no agents available to help us. The airport workers tried to put the stroller together so I can use it on the trip but the stroller frame was damaged. In addition to it, they damaged one of my suitcases which I ended up replacing in ******.When I got back to L.A. I filed a claim with KLM and never heard back. I tried to contact them via email and ******* we no success. This stroller is very expensive. It was very difficult to use it the entire trip since the top seat was not aligned correctly!

  Business Response

  Date: 11/24/2022

  Dear BBB,
  
  We are sorry to learn about the situation that Mrs. Meir describes in her claim **********
  First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
  As we have no record of the passenger having contacted KLM regarding the damage baggage within 7 days as set out in the Montreal Convention (1999), we respectfully decline the passengers claim and invite her to pursue this with her private insurance.
  
  I would like to thank you for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ********** *******
  KLM Customer Care

  Customer Answer

  Date: 11/29/2022

  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:
  
   
  
  They DID NOT read my complaint! AS I WROTE, we purchased the tickets from Delta. We filed a claim with Delta only to find out a month later that we need to contact KLM directly (I have all emails!). KLM only responded after I filed a complaint with the BBB. If KLM sells their tickets through any other airlines than they share responsibility. If they choose to give the consumer a run around and BOTH decline their responsibilies, it must be reported to the Department of Transportation.
  
  [Your Answer Here]
  
   
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 12/30/2022

  Dear BBB,
  
  We are sorry to learn about the situation that **** **** continues to be dissatisfied with the response to her claim #*********
  
  Unfortunately, there is nothing we can add to our previous statements, as the passenger did not contact the operating airline within 7 days as set out by the terms of the Montreal Convention.
  
  Yours sincerely,
  
  ********** *******
  KLM Customer Care

  Customer Answer

  Date: 12/31/2022

  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]
  
   unhelpful! they are a FRAUD!
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/13/2022

  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 May 12, 2022, I booked one way flight tickets to ****** for my parents on the *** website for $2,707.5 x 2 = $5,415). On July 11, 2022 I was informed that the flight was delayed. On August 24, 2022 I called *** multiple times to ask them my cancellation/postponement options. At 1 30 PM EST, The customer care representative confirmed that if I cancel the tickets now, I am entitled to a full refund for the tickets amounting to $5,415. I CATEGORICALLY told her to cancel only in case I am getting the full refund of $5,415. Otherwise, I would have preferred to receive a travel credit/voucher to use in the future. The representative cancelled the tickets for me. When I got the email I was charged cancellation fee of $582.4 ($291.2 x 2). When I asked the representative about this, she told me to hang to check the issue and later disconnected the phone with no response. The remaining amount was refunded to me. I raised a complaint on their website (*********) and contacted their customer care and ******* team too. There is no response till date. I would like the refund of the cancellation fee of $582.4 at the earliest based on misrepresentation of facts. I was misled into cancelling the ticket. *** records its calls and I am sure they would be able to confirm the above story. PLEASE REFUND MY MONEY TO ME. Otherwise, I will have to take the legal course for this.

  Customer Answer

  Date: 11/06/2022

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

  Business Response

  Date: 11/09/2022

  Dear BBB,
  
  We regret to learn about the inconveniences **************** describes in her claim #********.
  Having investigated the passengers fare conditions, I can confirm that I have asked for a payment of $582.40 to be made to the passenger by cheque sent to the address he provided. 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: 11/10/2022

  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. In case I do not receive the cheques promised, I will update the complaint accordingly.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/12/2022

  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.

  Traveled from ******* to ***** then ****** and on way back ****** ********* *******. On 7/17 going to Europe we noticed in ****** one luggage was damaged. When we got to ******* 8/1, all three were damaged. Nobody was at the ticket counter to help so we drove back home and the next day I reached out to delta. Claim filed and for the last 2 months I kept getting told its being assigned to claim manager and nothing further. I'm traveling next month and need 3 new luggage as these 3 are junk. One had the handle broken off! ***** finally told me I need to reach out to klm after filing a complaint against them. I'm so disappointed in this whole experience and will continue sharing even on social media until resolved.

  Customer Answer

  Date: 11/11/2022

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

  Business Response

  Date: 11/18/2022

  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.
  In order to continue investigating this case we would kindly ask the passenger to forward her Property Irregularity Report (PIR) references, that she would have received when reporting the damage at both ****** and *******. This will be in the format ***********
  
  I would like to thank you for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  KLM Customer Care
  

  Business Response

  Date: 03/13/2023

  Dear BBB

  
  We  have received a further escalation message by *********************************, in relation to the baggage claim recorded by the BBB D#********.
  While we maintain our position regarding non-compliance of Montreal convention timeframes, we are offering ******* ********** a credit voucher for USD150, purely as a commercial gesture to bring some closure to this unfortunate experience.
  It is valid for 12 months from the date that it was issued and can be used to purchase an Air France or KLM paid ticket to travel on Air France, KLM,and Delta Air Lines flights.
  It can be redeemed on ***************** or *********** by choosing the ***voucher' option on the payment page, and once the flights are booked.  Then finalize the reservation by paying the balance (if any) with another form of payment of choice.
  The voucher can also be used towards the pre-purchase of other optional products and services (where offered) on KLM or Air France operated and marketed flights, e.g. Economy Comfort seats, other paid seating, additional baggage allowance and a la carte meals.   
  The voucher needs to be redeemed within the validity period of 12 months from the date of issue, but outbound and return travel can be up to 350 days after the date the voucher is used.   
  

  Yours sincerely,
  

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

  Customer Answer

  Date: 03/15/2023

  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: I have sent them 2 emails telling them I have no plans to travel with KLM and the 150$ they offered is not the solution. I need to get my luggage replaced and waiting to hear.

  
  

  [Your Answer Here]

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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