Business Profile

Airlines

KLM Royal Dutch Airlines

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Complaints

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

Customer Complaints Summary

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

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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:01/24/2025
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.
Simply *** refunded a ticket without my authorization to do so. The amount of the refund was approximately 60 USD as they only refunded the taxes. In fact there was the possibility or rescheduling the flight which was a flight from ************************ to ****, ****** - worth well more then 60 USD. Furthermore and more importantly they claim a policy where they only tell you the amount of the refund after it has been refunded. To me, this is THEFT. Could you imagine a store where you only know the price of something after you've returned home and used the product?
Business Response
Date: 01/27/2025
** **********
**** * ********* ********
******** **** ****** *****

Dear ****** ****,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
************** *************
Initial Complaint
Date:01/21/2025
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 travelled to ***** and bought 2 air tickets for me and my husband through ***** website. I travelled with *** who's their partner airline. Receipt summary for SFO(*************, **) to DXB(*****, ********************) Ticket Number************* ************* to *********** **** confirmation: ****** 1:50pm Thu, Nov 28 *************, ** (SFO-******************.)While going to *****, at ********* my confirmed reservation was cancelled and I was put on hold at *****************. After pleading for hrs, I was literally the last passenger that they allowed to board My flight to ***** was cancelled and I was put on hold. Literally, last min they let me board the plane. One of my bags was damaged on arrival at *************. ***** to ******************* 9500 (KLM ROYAL DUTCH AIRLINES operated)KLM ROYAL DUTCH AIRLINES confirmation: ****** Fare type: Economy / Coach 8h flightThen on our way back, despite flight delays and last min boarding I managed to reach *** but my bags didn't arrive. I had to book into a hotel, my clothes didn't arrive and my medicines were in the bag. I had to go through so much hassles and time wastage due to Delta airlines and ************ Since I bought my tickets from ***** Airlines *** refused to help. I reached out to Delta Airlines and they refused to help, they told me to reach out to *** directly. Next night my bags were delivered to the address provided. I couldn't report my missing baggage or claim anything for delays and the cost of my hotel for 1 night. Their flight compensation and delayed baggage claim form doesn't work, it's frozen. I tried several times to file the claim. I will never fly *** given my horrible experience. I should be reimbursed for my bag and hotel plus flight delays. 2 adults Total paid $1,734.62
Business Response
Date: 01/21/2025
** **********
**** * ********* ********
******** **** ****** *****

Dear ***** *****,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
************** *************
Customer Answer
Date: 01/28/2025
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:

No one has reached out to me so far from ***, I have been waiting. I can be reached at ************ or ************. Their customer service is pathetic, they are just giving a hard time to their customers.

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

Sincerely,

***** *****

Business Response
Date: 02/12/2025
Dear BBB,

I regret to hear that ***** ***** is dissatisfied with our response to her claim #********.
However, we have thoroughly reviewed the case and stand by our previous comments. There is nothing further to add.
Once again, we apologize for the inconvenience and frustration experienced by our passengers. We appreciate your patience and understanding as we work to address these concerns. If you have any further questions or need additional assistance, please do not hesitate to contact us.

Best regards,

*** *****-*****
KLM ************* Assistant
Initial Complaint
Date:12/23/2024
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 used my reward miles to book my father tickets to ******* from ***. It was a round trip. I needed to make changes, and because it was a reward trip I could only get support over "whatsapp". Support said I had to cancel, and rebook with my refund. I cancelled the trip, but my refund has been pending for over a week. Without this refund it has has resulted in my father being stranded in ******* with no return flight!! I can't seem to get in touch with a real human to rectify this. The chat takes me in circles and I can't find a phone line!!
Customer Answer
Date: 12/31/2024
THIS ISSUE IS NOT RESOLVED
I WAS CHARGED $75 AND NEVER REFUNDED THE INSANE $509.70 I PAID IN TAXES AND FEES.
Initial Complaint
Date:12/19/2024
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 December 14, 2024.1.Attempted Check-In at ***** Counter:oOn December 14, 2024, I arrived at the Delta counter where Agent ***** attempted to check me in for my *** ticket. He suggested exploring the possibility of a shorter layover in ******** but acknowledged we were within 15 minutes of the cutoff time.oAbdul made a call to investigate the change and was informed that only *** could modify the ticket. Realizing there was still time to check me in, he proceeded to attempt this but was unable to do so due to the system indicating the gate had already closed.2.Referral to ***, Air France, and Delta:oAbdul and his supervisor directed me to *** for further assistance.oWhen I called ***, I explained the situation and was initially assisted by a compassionate agent whose name sounded like "****." *** assured me the matter would be escalated to the back office for recalculation, but the new ticket issued required an additional fare of $1,945 to depart on December 15, 2024.****** *** began handling the rebooking, I received an email from ********* confirming that ***, **********, and ***** would now manage the ticket and any further changes.3.Subsequent Attempts and Financial Burden:oAfter explaining I could not afford the $1,945 fare, I was offered rebooking for December 17, 2024, but was informed it would take 24 hours for a response from the back office.oThe new fare issued was $1,042.70, which was also unaffordable for me.oI called again to request any alternative dates without additional charges. I was told on December 15, 2024, that the matter was being escalated for rebooking on December 18, 2024, and I would receive an update within ***** ********** Response or Resolution:oAs of today, December 18, 2024, I have not received any updates, emails, or calls from ***, **********, or Delta.5. Lost wages Mond, Tuesday, and Wednesday from not being able to work waiting for ticket confirmation.
Business Response
Date: 12/20/2024
** **********
**** * ********* ********
******** **** ****** *****

Dear *** *******,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
************** *************
Initial Complaint
Date:12/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I traveled to ***** in October on *** airlines. Flight was originally booked through *****, but we flew on ***, affiliate of *****. Upon arriving to ***** on 10/20, my medium suitcase was cracked completely across the bottom and the cover was missing from my suitcase. When I flew back to LA and retrieved my luggage, my large suitcase was cracked on the top corner. I have gone back and forth with the *** Customer service via email and on the phone for over a month concerning this and a refund. They asked for baggage tags, pics, receipts, bank ************* info. I did not have the baggage tag numbers, but they could gotten those from the flight details, because they were later sent to me from the claims ***** I told them I did not have receipts because I've had the luggage for over a year, but have only used it on a few flights, so they were both in excellent condition. I provided them what I had, including pics of my luggage, detail about what happened, banking info and even went to 2 luggage repair shops and sent them a letter from one saying my luggage was not repairable and another one who quoted repairs, but said I would still see the cracks in the suitcase and it would not last over time. *** customer service never addressed either of those documents and sent me a $100 saying there was nothing else they could do since what they've done "complies with our obligations under the applicable regulations as well as with the commercial policies of our company." These regulations were never shared with me. This is unacceptable& insulting. The luggage can't be used and $100 does not cover the cost of 2 suitcases and a luggage cover that they lost. I've asked to speak to a manager or supervisor & was told someone would contact me, then told "this is not a question of authority". Ridiculous. I also went to *** and ************* helped me. I am seeking a refund for the amount of repairs that ********************* quoted and for my luggage cover I purchased from ******.
Business Response
Date: 12/19/2024
Dear BBB,

I am writing in response to the complaint filed by ******* ****, ID# ******** regarding the damage to her luggage pieces during her recent trip from *********** to ***** and return on October *****, and October 29, 2024,respectively. I have investigated the details of her claim and would like to provide the following information and resolution steps.

******* **** reported two incidents of damaged baggage:

Upon her arrival in ***** on flight KL427 from ********* on October 21, 2024, she reported that her medium suitcase was damaged. However, the earliest contact we have on record regarding this incident was made on November 4, 2024. According to the Montreal Convention, claims for damaged baggage must be reported within 7 days of receipt. Since the claim was made beyond this stipulated period, it is ineligible under the rules.

Upon her arrival in *********** on flight KL601 on October 29, 2024, she reported that her large suitcase was damaged upon arrival. The claim for this incident was made on November 5, 2024, which is within the 7-day deadline stipulated by the Montreal Convention for reporting damaged baggage.

After a thorough investigation, I can confirm the following actions have been taken:

A forfeit payment of USD ****** for the suitcase which was damaged on her flight to *********** was processed on November 14, 2024.
We will pay the remaining balance up to USD ******, as stated on one of the provided repair certificates for the damage to the large suitcase. I confirm payment is now processed, and the time required for our payment to be credited to your account may vary depending on her bank/provider.
Further, I also acknowledge her statement that she attempted to contact us regarding the damage to her medium suitcase prior to November 4, 2024. If she can provide proof of this contact (such as a screenshot showing the date of the attempt to submit the claim via our website), we will reconsider her claim and potentially reimburse her for the repair costs associated with the medium suitcase as well.

We strive to provide the best possible service to our customers and regret any inconvenience that she has experienced. We are committed to resolving this matter fairly and promptly.

Thank you for your attention to this matter. I look forward to her providing the additional proof of her earlier contact so that we can proceed accordingly.

Best regards,

********** *******
KLM ************* Assistant
Customer Answer
Date: 12/23/2024
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]
In response to KLMs latest message., it is correct that they sent $106 to my account in November. Upon receiving this amount, there were several emails sent back and forth with them stating I was not pleased with this, because that did not cover both suitcases being damaged. This could have been resolved once I sent in the repair quotes from Vogue luggage, without the consistent back and forth with the customer service team stating there was nothing else that could be done, which made this experience even more frustrating. Even after asking to have my claim escalated, to which I was told, this is not a question of authority; I have taken the time to verify that my response is accurate. Moreover, when a customer has any kind of concern, feedback is shared with a manager. In that case, a manager, through due diligence and customer service, should have contacted me regarding my concern in wanting to speak to someone at that level. That never happened, hence the current file with the BBB. For my large suitcase, I am satisfied with the remaining balance being resolved and sent to my account fron KLM. Not sure the exst date and tine that was processed by ***, but as of tonight, on 12/22/24 PST, the refund has not hit my bank account yet.

Regarding my medium suitcase. This was the suitcase that was damaged once I arrived to ***** and I noticed once we got to the hotel. This is also the suitcase that I have mentioned in my email communication that was missing the suitcase cover once it arrived to *****. My suitcases are white, as you can see in the photo that have been sent. I purchased covers for my suitcase to protect them in handling from dirt , scratches, etc., as much as possible because they are white. That cover was missing when it came around the carousel. So in addition to the damage of being cracked on the bottom in transit to *****, it was then susceptible to dirt and additional scratches because the cover was gone. I sent in the ****** receipt with the luggage photos to KLM customer service and with this incident to BBB and that should be addressed, as the cover was never recovered.

In addressing KLMs statement that I did not respond to my luggage being damaged within 7 days of noticing it was damaged. With all due respect, that would have had to happen while I was on vacation, I traveled 19+ hours from the ** to ***** for a vacation with family and friends. In no way on my agenda while vacationing did that include having to get on my phone, contact ***, send email after email, likely for several days because the airline would have requested detail that I would have had to take time away from my vacation to do and go back and forth with the airline about my suitcase that was damaged, while I am trying to enjoy my vacation. And an expensive vacation at that. That is an unrealistic expectation to think someone would need to do that while on vacation. I would not have had to do that, if my suitcase wasnt damaged. Also, who wants to spend well earned vacation time researching what the Montreal Convention rules and regulations are (let alone not even aware that they exist) while on vacation? Again, taking time away from my personal time with family and friends. That is an unreasonable and again, unrealistic expectation, as it would have had to be done on my vacation. The most reasonable thing to expect is that myself and anyone in my situation would handle that when I returned to ***********, which I did the weekend after I returned.

Per KLMs response asking was their evidence that I had submitted something before November 4th. On November 2nd, I attempted to submit my claim on the *** website several times and kept getting a submission error from their site every time. See one of two screenshots sent. What made that even more weird is I received a confirmation email that the claim (original number *******) was received. See screenshot of email confirmation. Hence my call on November 4th, to confirm that everything was received and when I spoke to ******** in customer service, he confirmed nothing was received. Something was clearly wrong with your website. So he opened the claim on my behalf and that is why a new claim number was assigned; ******. And as you can see from that screenshot, even when you enter the current claim number, it is showing an error message, same as it did on 11/2. I ended up having to resend the entire detail, including photos, etc., for my claim to the reservations email team on 11/5, because even under the new claim, I was still getting an error message from your website where you submit claims. Loid on the reservations team can confirm our communication via email and phone. And only to be redirected back to customer service, i.e. all the communicaton from that point on.
This luggage should be treated with the same response time as the large luggage for all the reasons and explanation noted above. Also for the fact that this has been a long and tedious process that I was not expecting, nor was I anticipating having to escalate this to the BBB, because of the responses I was receiving concerning this. I have experienced damaged luggage on American Airlines in the past and my claim was resolved in 2 weeks, with additional compensation from AA, because they were apologetic about it even taking 2 weeks to get it resolved and my refund. I am looking to get the noted refund on the quote from Vogue luggage of $250 for my medium suitcase, so I can close this out and move on. FYI, neither suitcase can be used again because of damaged sustained, so I will have to inevitably purchase new luggage when I travel again.

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

Sincerely,

******* ****

Business Response
Date: 01/03/2025
Dear BBB,

I am sorry to learn that ******* **** remains dissatisfied with the resolution to her claim #********.

However, there is unfortunately nothing else that I can add to our previous statement. According to the Montreal Convention, claims for damaged baggage must be reported within 7 days of receipt. Since part of the claim was made beyond this stipulated period, it is ineligible under the rules.I, therefore, must respectfully decline the claim.

Best regards,

*** *****-*****
KLM ************* Assistant
Initial Complaint
Date:12/10/2024
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 feel compelled to share a deeply disappointing experience with Delta Airlines, **** and Allianz Travel Insuranceone that underscores a troubling lack of accountability and compassion in air travel.Earlier this year, I booked a trip to ****** with my friend, who is battling stage four brain cancer, for what was meant to be a special bucket list journey. We booked our flights through Delta six months in advance, including flight insurance for added peace of mind.A month after booking, Delta unexpectedly rearranged our itinerary, turning a brief layover in ********* into a 24+ hour stopoverboth at the start and end of the tripwithout proper explanation. While inconvenient, we adapted, trusting the flight insurance we purchased through ************************* would cover the disruption, particularly based on the policy details.After the trip ended, I submitted a claim to *******. To my dismay, the claim was denied, with Allianz falsely asserting that the delay was less than six hoursan outright misrepresentation of the facts.Unfortunately, the return flight, operated by ***, was even more upsetting. Beyond facing significant insensitivity toward my friends disability needs, my premium seat was downgraded to economy. Despite **** policy to refund 75% of the ticket price in such cases, they have yet to honor this refund.Repeated attempts to resolve these issues with customer service have been met with dismissiveness and a refusal to address the circumstances, despite clear explanations and supporting documentation.This experience has left me profoundly disappointednot only in the lack of service but in the absence of basic empathy during an already challenging ******* sharing this to shed light on these issues and call for improved accountability and compassion from *****, **** and Allianz Travel ******************* deserve reliability, fairness, and humane treatmentespecially in situations where lifes challenges are already at their peak.
Business Response
Date: 12/19/2024
Dear BBB,

I am writing on behalf of KLM Royal Dutch Airlines in response to the complaint submitted by ***** ********, ID# ********. I have reviewed her concerns regarding her recent travel experience and sincerely regret the inconvenience and distress she and her travel companion experienced.

The account of the issues she faced during her journey, including the extended layover and the downgrade of her premium seat, is deeply concerning to us. I understand how important this trip was for her and her friend, and truly empathize with the difficulties they encountered.

It is important to clarify the process for handling ticket-related issues, including refunds for downgrades. Since the tickets were issued by ***************, the responsibility for processing any refunds, including those related to seat downgrades, lie with *************** as the ticket-issuing airline. We therefore advise the passengers to directly contact *************** for the refund process. They will be able to address their request in accordance with their policies and the specifics of her ticket purchase. I sincerely hope that Delta will be able to process the refund promptly and to her satisfaction.

We are committed to providing a high standard of service to all our passengers, and it is clear that we did not meet these standards in this case.

I deeply regret any additional stress and inconvenience caused during an already challenging time for her and her friend. I also appreciate her bringing these matters to our attention and will forward this feedback to improve our services and ensure better experiences for our passengers in the future.

Best regards,

*** *****-*****
KLM Customer Care Assistant
Customer Answer
Date: 12/19/2024
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:

When I contacted Delta, I was advised to reach out to ***. Unfortunately, this has resulted in a frustrating cycle of being redirected between the two companies. The issues I experienced on my trip home were directly related to ***, not *****, making this lack of accountability even more disappointing.
Furthermore, my complaint has been "processing" through ***'s website since 11/9/24. Each time I call to follow up, I am informed that my case has not been assigned to an agent, and I am denied the opportunity to speak with a manager. This lack of resolution and communication is extremely frustrating and does not reflect the level of service I expect.

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

Sincerely,

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

Business Response
Date: 12/24/2024
Dear BBB,

I am sorry to learn that ***** ******** remains dissatisfied with the resolution to her claim #********.

However, there is unfortunately nothing else that I can add to our previous statement. I,therefore, must respectfully decline the claim.

Best regards,

*** *****-*****
KLM ************* Assistant
Customer Answer
Date: 12/30/2024
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:12/06/2024
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.
Regarding booking reference RY8EA9, I purchased a fully refundable ticket. I cancelled this ticket but I was not refunded $242 in "fuel fees." I tried filing a complaint with *** directly, *********, but no person from *** has responded to my complaint after 2 weeks.
Business Response
Date: 12/19/2024
Dear **** ********,

Please find below our response to the BBB:

Dear BBB,
I am writing in response to the complaint filed by **** ********, case ID# ********, concerning the refund of sustainable aviation fuel options associated with voucher numbers 074-4112259619 and 074-4112259620.

I would like to inform you that the refund for the sustainable aviation fuel options for CAD ****** each was approved on December 17, 2024, under reference numbers 841-928F85B27B74 and 2D2-37AEEE2FCF1B. I can confirm that the refund has now been processed. The time required for the payment to be credited to the passenger's account may vary depending on his bank or payment provider.

We apologize for any inconvenience caused by the delay in addressing this matter. We understand the importance of timely responses and are working to ensure that all customer concerns are handled promptly.

Please let us know if there are any additional steps required from our side to facilitate the resolution of this complaint.

Best regards,

*** *****-*****
KLM ************* Assistant
Initial Complaint
Date:12/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was told by the pilot I needed to leave the fully booked flight because I impeded the comfort of the Dutch passenger beside me. I put the armrest down and showed my belt was on but was told this was still not enough & that I would need to stay overnight in ************ & book two seats. I reminded the pilot that I spent extra money so I could fly in comfort economy with larger sizing & was reassured by my travel agent my size wouldnt be an issue. The pilot patronizingly asked me me if I could sit in a crumpled up position for 11-hour flight which I said yes. He laughed & said thats not possible. I explained I flew with *** from *******- *********-************ without issue. The pilot insisted I leave & told me I was holding up 300 passengers. I asked if a friend could sit beside me instead. When I didn't immediately tell him what a seat number he scoffed at me. A friend was willing to switch seats so I was finally allowed to fly. I have never felt so humiliated & discriminated against. The airline was showing preference to someone of their same nationality and displaying fat phobia. As a single mother I was terrified I would not make it home on time to see my child and get to my employment But he didn't care. I was terrified the same treatment would happen on my next leg of *** flight and am still having flashbacks about the incident. I will also not hesitate to forward this complaint to the Ont. *********************. I hope they realize their customer service and subjective policy surrounding size is extremely hurtful and a violation of human rights. The discomfort another passenger felt was nothing compared to the humiliation and fear I experienced at the hands of your *** employees. I sincerely hope that *** update or at least make your rules and regulations much more clear for those who are booking to prevent a horrible PTSD indicuing situations like mine in the future.
Business Response
Date: 12/18/2024
** **********
**** * ********* ********
******** **** ****** *****
Dear **** ********* ,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
************** *************
Customer Answer
Date: 12/18/2024
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:
Once again the company acknowledged the reciept of my complaint and claims they will direct the complaint to another department. This is the same response I received when I complained directly with the airline, never to hear from them again.
The company has no intention to take responsibility for the actions of their pilot and airline in regards to discrimination against me for my size as well as compensate me for this harassment. I will continue to escalate my complaint until a sufficient refund is returned.

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

Sincerely,

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

Business Response
Date: 12/24/2024
Dear BBB,

I am sorry to learn about the situation that **** ********* describes in her claim #********.
Quality of service is essential at **** and we know that our clients are duly expecting the highest level of respect and courtesy, when a situation needs to be addressed. Again, we very truly regret the poor impression left by the experience she has reported, and because her testimony is highly important to us, we feel it right to enquire fully into the various matters concerned.
We assure you that we do our utmost to try to always satisfy our clients, whenever this is possible. Regretfully, in the specific situation you have reported, we have been unable to reconstruct the facts, as the passenger had reported them, and we are truly sorry for the poor impression left by this unfortunate incident.
*** staff are required and committed to uphold the strict criteria that the company lays down outlining that a passengers age,appearance, cultural background, disability, gender, religious, ethical, or moral beliefs, race or sexual orientation should not interfere with any aspect of the service to which he or she is entitled. We are an international organization employing multicultural staff and we do not tolerate such behavior.
It is of great concern to us to learn that because of her trip, her confidence in our company was shaken. Beyond our apologies, we would like to thank her as well, for having taken the time and trouble to share her feelings with us, as we understand the quality of service can always be improved.

We do value her business and hope that any future trips with *** will be to her entire satisfaction.

Yours sincerely,

*** *****-*****
*** ************* *********
Initial Complaint
Date:11/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a formal complaint regarding the unacceptable service my partner and I experienced with *** Airlines and the poor response from their customer service team.Flight Issues: On October 4th, we traveled from ******* to ***** via ***. Our connection from ********* to ****** was canceled just 90 minutes before departure, forcing us onto a delayed flight through *****, which caused us to miss yet another connection to ******. This led to a 5 hour delay and major disruption to our travel plans. Worse, our luggage was lost for 5 of our 7 days in *********************** Problems: I opened a ticket with ***, but their customer service has been unsupportive. Despite following their instructions to reply via email, I receive notices that my messages were not received, 1-2 days after my reply and my ticket remains unresolved. This lack of support has added significant frustration to an already disappointing experience.Resolution Requested: I am seeking a refund of my ticket due to the delays, lost luggage, and inadequate customer support. I expected a much higher level of service and accountability from ****Thank you for your attention to this matter. I look forward to a prompt resolution.
Business Response
Date: 11/12/2024
** **********
**** * ********* ********
******** **** ****** *****

Dear ***** ********,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air ********** *************
Customer Answer
Date: 11/16/2024
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: no one from *** has contacted me.

I have received no contact attempt from anyone at ***. Im disappointed that every attempt Ive made to get this corrected is going to a corporation that is ignoring me.

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

Sincerely,

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

Business Response
Date: 11/22/2024
Dear BBB,

We are sorry to learn about the situation that ***** ******** describes in her claim #********.
I am writing to extend our sincere apologies for the inconvenience the passenger experienced due to the cancellation of your flight KL1503 from ********* ******** to *********************************** on October 4, 2024.
We understand how disruptive and frustrating flight cancellations can be,especially when travel plans are meticulously arranged. Please be assured that the decision to cancel flight KL1503 was not taken lightly. We continually strive to provide a reliable service, and we regret that we fell short of expectations on this occasion.
Following the cancellation, we rebooked the passengers on an alternative flight via ****** to ensure they reached their destination as promptly as possible. In recognition of the inconvenience caused, I can confirm that we are processing compensation for the passenger. A cheque for USD ****** will be mailed to the address that the passenger provided us with in her previous claim. We aim to dispatch this cheque within the next few business days, and it should arrive at her address shortly thereafter. If there are any delays or issues with receiving the cheque, please do not hesitate to contact our customer service team for assistance. However, we ask to allow up to 28 working days for delivery.
Regarding the delay of the passengers baggage, we understand this added an additional layer of frustration to her journey. As the final flight segment was operated by ******, and since no Property Irregularity Report (PIR) was provided at the time, we recommend she direct her baggage delay claim to ******, who will be able to assist further. They are equipped to handle such inquiries and will provide the necessary support to resolve this issue.

Best regards,

********** *******
KLM ************* Assistant
Initial Complaint
Date:10/30/2024
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.
We were booked on *** website to travel to ********* (*****) and return via ********* ******** on October ******. *** flight 0880 left on time around 1.10 early morning: on the tarmac *** flight KL0880 developed mechanical problems, after more than 4 hrs sitting in the plane, the pilot told us the problem cannot be fixed and we had to leave the plane,around 5.30 am. We were put on an AirFrance flight # AF 0191 on the 7th at 1.40 am via *****************. We had plans to receive our son, daughter and grand children at the ************************** since there was more than 5 hours of waiting time between flights from *** to *** on 6th morning. Because of the *** canceled flight we were unable to see our children and grand children. We requested for vouchers from ***/AF they are refusing to honor our claim. This is against the air travel regulations and is unfair.
Business Response
Date: 10/31/2024
** **********
**** * ********* ********
******** **** ****** *****

Dear ***** ******,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
************** *************

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KLM Royal Dutch Airlines is NOT a BBB Accredited Business.