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.

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• 

  KLM Royal Dutch Airlines

  125 W 55th St Fl 2 New York, NY 10019-5384

• 

  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

• 

  KLM Royal Dutch Airlines

  Memphis International Airport 2491 Winchester Rd Suite #203 Memphis, TN 38116

• 

  KLM Royal Dutch Airlines

  7500 Airline Dr. Dept. C6450 Customer Care Minneapolis, MN 55450-1101

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:10/11/2022

  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.

  I took a flight back to the ** on KLM and my baggage was delayed several days and I incurred approximately $50 in expenses during that time. I promptly submitted a reimbursement claim (C-*******). It's been over 3 months, nearly 4, and KLM refuses to acknowledge my request. Any request for an update is ignored and when I reach out, I get the run around and they claim information is missing. I have submitted all relevant information and documents multiple times. Complaint: C-******* Confirmation #: ****** Ticket#: ************* File reference#: ********** Final flight: ****** ********** AMS to MSP

  Customer Answer

  Date: 11/05/2022

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

  Business Response

  Date: 11/22/2022

  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.
  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.
  I have authorized a reimbursement of all the invoices forwarded to us (as well as a payment for undocumented toiletry expenses as stated by the passenger) 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 *************

• Initial Complaint

  Date:10/11/2022

  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 Airlines severely damaged my manual wheelchair during a recent flight (06/03/2022), did not supply us with resources in a foreign country, and has not completed the wheelchair repairs as of today (10/05/2022). Due to the damage to the chair I am extremely limited in my daily routines, outings, travel and time spent in the wheelchair due to excruciating back pain. The independence I am accustomed to does no longer exist. On the return flight we were denied boarding because the airline failed to make proper accommodations. KLM failed to arrange for a lift bus as the plane could only be accessed via stairs. The airline refuses to reimburse us for the forced extended stay nor assumes any responsibility to compensate for the denied boarding. KLM has clear and publicly posted regulations but refuses to abide. Communication with the airline has been extremely difficult and disconcerning for our circumstances.

  Business Response

  Date: 11/21/2022

  Dear BBB,
  
  We regret to learn about the inconveniences ***************** describes in her claim #********.
  Having investigated the passengers claim, I can confirm that both issues are under investigation by the ********************************. We have no comment to make at this point.
  
  Yours sincerely,
  
  ***********************************
  KLM Customer Care
  

• Initial Complaint

  Date:10/06/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight confirmation number is: #******. I booked my KLM flight through Delta. This complaint involves the flight from *** to *** on 11/19/22. Originally, I was booked in seat 27C. I called customer service (in *****) today to find out if this seat reclined or if it was against a wall and unable to recline. The agent was unable to tell me. His last name was ********. However, he did re-assign me to seat 22C. Later in the day, I checked on the app to make sure the seat change was confirmed. I received a notice that I needed to pay a seat change fee of $49.00. I then called customer service back and talked with an agent in ***************. She advised me that this particular seat had an upcharge of $49.00 and that without paying it, I did not have a confirmed seat on the flight. I requested to change back to my original seat, 27C. She advised me that this seat was taken by another customer. She recommended that I move to another aisle seat (aisle is my preference), 25D. I explained that at no time did the agent who made the change advise me of a fee, nor did he attempt to collect a fee. A $49.00 fee was never mentioned. I am unsatisfied with the current seat selection. I want my original seat, 27C back as I would not have changed had the agent advised me of the change fee. As an alternative, 22C would be acceptable without a change fee.

  Customer Answer

  Date: 10/30/2022

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

• Initial Complaint

  Date:10/05/2022

  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.

  I booked a flight for $959.46 which I had to cancel. KLM sent me a voucher which says "VALID FOR 1 YEAR OR REFUNDABLE IF UNUSED", issued on July 22, 2021. Nowhere does it say I must apply for this refund by a certain date. On July 12, 2022 I tried to use the voucher for a Delta flight, which the voucher stipulates is possible. For some reason it would not work on the app. I called Delta and they told me I needed to contact KLM. I could not find a number for KLM and contacted them via Whatsapp as directed by their website. After 20 minutes of waiting, I went ahead and booked the flight with Delta with my credit card because of the option to get a cash refund. I messaged them asking how I could do get the refund; they said I was in a queue and had to wait. I am a very busy person, as is everyone, and I was waiting patiently to hear back. I tried a few times to file for the refund online and I could not figure out how. I kept looking online for a way to contact them and was continually directed to WhatsApp. Finally I messaged asking if I was still in the queue. They responded as if I had never written. By this time it was past the date, July 30th. On August 4th, they wrote me back telling me where I could file the refund. I clicked the link and it was not the correct one. It was the one I had tried many times before that which never worked. I told them this one minute later because I recognized the website immediately from going back to it many times. On August 11th, they wrote me back and sent me the correct link. I filed for the refund. On September 16th I heard back from them. The email read: We are sorry to inform you that we were unable to handle your refund as the requested documents are not eligible for refund due to the validity period is exceeded. I messaged again on WhatsApp three times and finally found a number and called. They told me there was no manager I could speak to and the money could not be refunded no matter who I spoke to.

  Customer Answer

  Date: 10/29/2022

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

  Business Response

  Date: 11/04/2022

  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.
  I can confirm that I have authorized a payment for the value of her voucher, which will be paid by cheque and posted to the address which was submitted when filing the claim.
  
  I would like to thank you for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  KLM *************

  Customer Answer

  Date: 11/04/2022

  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:10/04/2022

  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.

  The problem i'm having is i purchased 7 tickets for my family last year but wasn't able to use these tickets so I was given a credit voucher for the unused tickets good for 1 full year which are set to expire this week. I have contacted KLM several times via phone and email each time I'm given a new reason as to why I can not book. Just today I tried yet again to book a flight for my family. I called the customer service line and was first told I need to contact another department to book my flight since I have 7 people to book for. Agent told me I need to contact group sales at ************. Before hanging up with the rep he collected all my family's information he said he would pass this to the **** that could give me a price for the purchase of this flight. They said they would get back to me within 48 hours. I told him this is an urgent matter as my deadline to use my vouchers is about to expire he said he would put it through as urgent. I'm afraid I will lose my credit as I'm still unable to book after several attempts to resolve this matter with KLM. I'm horrified at this point of all the nonsense I've been put through just to book travel. Every time I call or email I never get any help. I also had a issue with the rep and was told I could not talk to a supervisor via phone or email to address my concerns. So 0 resolve! Don't walk away run!

  Business Response

  Date: 10/20/2022

  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 a copy of her vouchers.
  
  I would like to thank you for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  KLM *************

• Initial Complaint

  Date:10/04/2022

  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.

  Date of Transaction:- Booked Return tickets from ****** to *** and Back *** to ****** in Jun *******)Amount:- USD ******** We did the one way Journey from ****** to *** and Cancelled the tickets for Return travel.As per the email received during after the booking we can cancel the return ticket and it would charge us 200 EUR penalty and rest of the amount will be refunded. We talked to the customer care and They confirmed that we can cancel the ticket and it will deduct 200EUR or Equivalent USD and refund the remaining. We cancelled the return tickets online on Aug 8 2022.We did not received any refund so far. We contacted customer care again and this time ******** care representative said we will not get any refund, the only refund we will get is the tax amount. This is very serious violation of trust, We intentionally booked refundable tickets because we knew that our plan is not certain. But KLM decided to cheat.I am uploading the email which says we should get the refund. Please help in get us our hard earned money back.

  Business Response

  Date: 11/07/2022

  Dear BBB,
  
  We regret to learn about the inconveniences *************** describes in her claim #********.
  Having investigated the passengers fare conditions, I can confirm that these state the following:
  
  TICKET IS NON REFUNDABLE WHEN PASSENGER CANCELS AFTER OUTBOUND DEPARTURE MEANING THAT NO REFUNDS ARE ALLOWED ONCE THE FIRST COUPON OF THE PRICING UNIT IS USED.
  
  As the passenger cancelled the ticket after making use of the outbound ticket segments no refund is due according to ticket conditions.
  I would like to thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  KLM *************

• Initial Complaint

  Date:09/21/2022

  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 *********** saved up for a trip to Zanzibar ******** for more than a year. It was to be a special, once in a lifetime trip. We left on Wednesday, 6/22/22. After a more than 20 hour trip, we arrive in Zanzibar with no luggage. Air France/ *** somehow lost it. We were told by the *** staff that it would arrive by Friday. It never arrived. In fact, we did not get our luggage until three days AFTER we returned back to **********. Zanzibar is a tiny island off the coast of ******** in Africa. There are no traditional stores or anywhere to get clothing or any creature comforts that the airlines had stripped from us. For 7 days, my husband and I washed out our intimates are wore the same thing every day. We had to cancel some of our excursions because we didn't have the proper clothing, specifically me because ******** is Muslim country and they don't sell bathing suits for women. We only purchased 2 bars of dove soap, ************************** On the way home(6/29/22), we had a layover in *****. After boarding the plane, we were forced to sit on the tarmac for 3 hours with no food or water due to a technical issue. When I filed a claim with AIR FRANCE/*** requesting a refund for losing luggage and making us wait on a plane for 3 hours, they apologized for making us wait but are only willing to reimburse us for anything we purchased in Zanzibar (soap and toothpaste). I have explained to several people at the airlines that we were not where we could buy anything comparable or even acceptable for our trip. Air France/ *** won't take any calls and have threatened to close our my claim C-******* because I couldn't buy anything. They continue to send out patent responses via email citing their policies. There are policies and then there is human decency. The right thing to do is to refund the cost of our tickets. We didn't lose our luggage or cause the plane difficulty. None of this is our fault. Air France/ *** should do the right thing.

  Business Response

  Date: 10/13/2022

  Dear BBB,
  We regret to learn about the inconveniences ******************* describes in her claim #********.
  We are sorry to learn that her baggage was missing upon arrival in Zanzibar on June 23rd, where baggage file ********** was created at the airport.
  In the absence of receipts I have authorized a one-off contribution equivalent to $200 per passenger which will be paid by check posted to the address which was submitted when filing the claim.
  I would like to thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  KLM *************

  Customer Answer

  Date: 10/14/2022

  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:

  Air France/ KLM has offered an arbitrary amount that does not adequately cover the hardship.  As I stated in the original complaint, we landed in Zanzibar, a tiny island off the coast of ********.  There was nowhere for me or my husband to purchase items that were anywhere close to what the airlines had in their possession with our lost luggage.  This was NOT a quick trip to Miami or a regular vacation.  This was a more than 20 hour flight across the world; a trip that cost us thousands of dollars. Because of the airlines' negligence and carelessness, we were forced to cancel excursions because I could get a bathing suit! $200 is insulting and does not even come close to the request.  I am asking again to either receive a credit for the cost of out tickets so that we may plan another trip, or be refunded the total amount of our flights.

   

   

   

   

   

   

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

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

  Business Response

  Date: 10/21/2022

  Dear BBB,
  
  We are sorry to learn that ****************** is dissatisfied with her response regarding claim #********.
  
  Unfortunately, nothing remains to be added from our side in respect to the baggage delay. I would also like to add that the $200 per person contribution towards the passengers expenses is not covered by the Montreal Convention (****) but rather a gesture of goodwill from the airlines side. Baggage expenses should be quantified and justified.However, should the passenger be able to forward us receipts that show her total expenses exceeding $400 we will be happy consider a further reimbursement based on current regulations.
  
  Best regards,
  
  ***********************************
  KLM Customer Care
  

• Initial Complaint

  Date:09/20/2022

  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.

  Plane ticket purchased in April/May for **** flight; utilized KLM's Passenger of Size ticketing policy which states refund issued for second ticket if flight not full. When trip completed, I contacted KLM in JUNE to have refund issued. Responses were days or weeks apart. KLM states no second ticket was issued to me and/or they cannot locate my ticketing information in their system, however I have two charges on my credit card, one for each seat. KLM states the issue is resolved for them and will not issue a refund because they cannot locate my information. I have provided all information I have available when requested, within 12 hours of each request. No resolution at this time. I am seeking a refund of my Passenger of Size ticket cost.

  Business Response

  Date: 10/12/2022

  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.
  I can confirm that I have submitted a refund request for the extra seat and asked our ****************** to expedite this. This should arrive onto the original form of payment used within the next 28 working days at the very latest.
  
  I would like to thank you for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  Air ********************

• Initial Complaint

  Date:09/12/2022

  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.

  We purchased two airline tickets from ******** to ******** on June 2, 2022. On July 25, 2022 I called to change our flight returning from **** and not ********: the rep charged us an additional fee of $76.00 which we paid.Our daughter had emergency knee surgery on august, 31st. We called the airline to change our flight to come home earlier and from ******** so we can help our daughter. We were told we would be charged a $300 penalty per ticket. The rep told us that on July 25, 2022 the penalty went Into effect. I told him we purchased our tickets on June 2, so why would you charge us a penalty for a change when we were told there would be no penalty for changes. He said he could not help us and Would charge us the penalty.I think its unfair for KLM to charge penalty fees for flights that were booked before the policy went in place. In addition, they charge an astronomical amount of money for seats on the plane and to check in a piece of luggage for $75 each bag. We are extremely disappointed by the level of poor service that we are receiving from klm.We are putting this on our social media pages and asking our family and friends to do the same. We will never recommend this airline.

  Business Response

  Date: 10/03/2022

  Dear ***********************************,
  
  Please find below our response to the BBB:
  
  Dear BBB,
  
  We regret to learn about the inconveniences **********************************;describes in her claim #********.
  According to our systems, the passenger has already applied for a full refund of her tickets before travelling, which was authorized on September 15th. Please allow up to 28 working days for this to clear.
  
  Best regards,
  
  ***********************************
  Air ********************

• Initial Complaint

  Date:09/08/2022

  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.

  On August 9, 2022, I purchased two Flex Tickets for an intercontinental flight to be taken on March 29, 2023 from KLM Royal Dutch Airlines. According to the *** website, the flex ticket allows the following (********************************************************************):"You can change your flight without paying a fee; youll only pay the fare difference (if applicable). You can cancel your flight and get a refund without paying a cancellation fee." On August 9, 2022, *** charged the following amounts to my credit card: $1083.47, $1083.47, $100.80 and $112.00. The charges were for two Flex tickets and 2 extra options.The week of August 14th, I made multiple attempts to change the dates of my flight online through the website and via the *** app on my phone. Each time, I was given an error message that stated the website was having technical difficulties and in order to complete my transaction, I would need to contact *** customer care at **************.I called the number and spoke with a *** agent to complete the change of my flight as per the online instructions, however, within 24 hours, the changed flight reverted back to the original. I then initiated multiple conversations on ******** Messenger with *** customer service which failed to resolve my issues. On August 20, 2022, I attempted to cancel and rebook my flight on the *** website through My Trip. I was given the same technical issues response with a phone number to call and complete my request - I called & cancelled. On August 22, 2023, I received a refund statement from *** verifying that my flight was refundable however there was an administrative fee of $250 per ticket for a total of $500. The extra options I purchased were not refunded.I filed a complaint, and received another letter rejecting my request for a complete refund of tickets/options. I think *** is charging me fees for calling *** customer service, however, My Trips instructed me to call due to technical issues with the website.

  Customer Answer

  Date: 10/03/2022

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

  Business Response

  Date: 10/31/2022

  Dear BBB,
  
  We regret to learn about the inconveniences ***************** describes in her claim #********.
  Having looked at the original tickets, we can confirm that these are in fact fully refundable.
  I can therefore confirm that I have authorized a reimbursement reflecting the amount withheld in addition to the amount charged for the chargeable seat options,which will be paid by cheque posted to the address which was submitted when filing the claim. This can take up to 28 working days to arrive.
  I would like to thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  KLM *************

  Customer Answer

  Date: 11/09/2022

  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,
  
  *************************