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

  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:09/07/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/14 at 9:00 I purchased tickets ************* and ************* under booking code ******. KLM offers free cancelation within 24 hours. Within approximately 20 minutes, I decided to cancel the flights and rebook via Delta. I called KLM but it said that due to unusually high call volume they were directing everyone to the website. I canceled the flights using the website, and expected a refund within 7 days, which is the timeframe indicated on the website for a refund. I reached out to KLM several times, including via phone, email, messenger, and WhatsApp. They informed me that it would take 5 months for a refund even though I had canceled within less than 24 hours. I contacted my bank, and they advised me to do a charge back request. The charge back request was denied because KLM incorrectly informed the bank that the transaction did not qualify for a refund. Then, KLM emailed to state that they had canceled my refund request because I requested a charge back. I called and emailed KLM earlier this week, and was informed that they had resolved the issue and would request a refund again. Today, I received another email from KLM indicating that they had canceled my refund request a second time. I cannot speak to a representative as their call center is closed. Every time I request a refund that I am eligible for, KLM cancels my refund request instead of issuing the refund. I have been waiting on reimbursement for almost two months, which is unacceptable for a transaction that was canceled less than an hour from booking and well within the 24 hour cancelation period. Please help me get a refund.

  Customer Answer

  Date: 10/04/2022

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

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

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

• Initial Complaint

  Date:09/06/2022

  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 purchased an airticket on KLM Airlines for US$1255.87 for departure from *** - Casablanca on Oct 7, 2022 (in the future). Before purchasing, I noted the terms of the ticket allowed travel credit if trip cancelled prior to first flight departure. KLM Airlines failed to honor the terms. When I went through the website, I had selected "refund".. The website noted the ticket was nonrefundable. That is ok. So I selected "travel voucher credit". I heard nothing from KLM for a while. Eventually, I received notification that I only received $86.27 in cash refund. When I called KLM on 9/4/2022, they stated that only airline ticketing fees were refundable. I asked about the credit for the travel voucher and KLM Airlines REFUSED to provide any travel voucher credit, saying the transaction is closed. This is theft and robbery of $1255.87. If the ticket is nonrefundable, then don't refund it, and please provide travel voucher credit as listed on the terms of the ticket I purchased. This matter has also been reported to the ****************************, and I will be pursuing legal action if KLM Airlines fails to provide travel credit as listed on the terms of the ticket.

  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: 10/07/2022

  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.
  As per our systems, I can confirm that Air France already authorized and processed a refund of the passengers applicable ticket taxes on August 10th.
  I have therefore authorized the issuance of the remaining value of this ticket as a non-refundable travel voucher, which will be valid for 12 months. The details of this can be found below:
  
  This voucher is valid for 12 months from the date of issue and can be used to purchase a ticket for travel on KLM, Air France and/or Delta Air Lines marketed flights. 
  It can also be used towards the purchase of other optional products and services when offered on KLM or Air France operated and marketed flights, e.g. Economy Comfort seats, Economy Class seats with extra legroom, additional baggage allowance and a la carte meals, etc.
  You can redeem it on www.klm.com by entering the details in the 'Add your voucher' box of the payment page once you have selected the product and/or services you want.  You can then pay any balance by another form of payment.
  When you use your voucher to make a purchase for a lesser amount than its value, we will issue you with a new voucher for the residual amount. 
  You can also use your voucher through our telephone reservations lines or in person at your local KLM or Air ************** Their contact details can be found on our websites at www.klm.com or www.airfrance.com.
  Travel agencies may also accept this voucher at their discretion and they may apply additional service fees.
  Your voucher must be redeemed within the validity period and it cannot be extended.  A maximum of two vouchers can be used per person.
  Full terms and conditions for this voucher can be found by searching for the keyword 'EMD'in the 'ask your question here' box on www.klm.com
  I would like to thank you for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  KLM Customer Care
  

  Customer Answer

  Date: 10/13/2022

  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:09/06/2022

  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 booked 3 tickets for my flights on 7/6/22 - the trip was for 9/7/22. I called customer service in July to request a refund because we were no longer able to travel. They explained that these tickets are non-refundable and the only option we have is to change the tickets. I requested if they can provide credit that I can use at a later date, for which they refused as well. On Sept 4th 3 days before the flights, I tried to change the tickets online for Dec and I was being charged a $300 per person change fee. On Sept 5th I called customer service in the morning and they explained to me that there is a $300 change fee a total of $900, at that time she didn't provide any other options and I ended the conversation. I called again to get on Sept 5 evening, to get a resolution because on my ticket it says "You can change the travel dates, travel times, and/or destination up to the day of departure of your first flight. If the price of your new ticket is higher, you will only pay the fare difference." This comment does not talk about a change fee and it doesn't have disclosure attached to it with details. The service rep was not interested in helping me understand the statements and said I have to the $900 penalty fee and it is the fare difference. I request to be transferred to a manager and she put me on hold for 2 mins, she came by the managers are busy and won't be able to get back to me. I said I can wait but she insisted to make the change with the fee or to disconnect as she was too busy to be on the call until a manager is available. I told her she can't do that as it would be against her policy and to put me on hold as there is no resolution to the fee. She repeated the statements and disconnected the call. I called again, another rep made the statement that supervisors/managers are not taking calls, a she is not able to transfer me. The disclosure is unfair, deceptive, and misleading, I would like a refund for $900 penalty fee/change fee I was charged.

  Customer Answer

  Date: 10/01/2022

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

  Business Response

  Date: 10/28/2022

  Dear BBB,
  
  We regret to learn about the inconveniences ******************* describes in her claim #********.
  Having investigated the passengers ticket conditions, I can confirm that these allow for ticket changes for a fee of $199.00 per person. As the passenger was charged $300.00 per person, I can confirm that I have authorized a reimbursement reflecting the amount overpaid, 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 *************

• Initial Complaint

  Date:09/01/2022

  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.

  I have called and emailed FlyingBlue several times regarding missing XP. I was told I would be contacted back. It's been over a month and partial XP were credited but not the full amount. FlyingBlue representatives said they cannot transfer me to a supervisor. I also asked for mailing address and they said they cannot provide me with a mailing address. I don't know what else to do at this point.

  Customer Answer

  Date: 09/26/2022

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

• Initial Complaint

  Date:09/01/2022

  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.

  On June 28, 2022, I traveled with KLM from ******, Ireland - ************* - to *****, ******** on flights KL934 and KL1713. During this travel my suitcase went missing and has been missing since. I completed the required Property Irregularity Report (PIR) upon arrival in ***** and fulfilled all the recommended steps online, but KLM has not responded to any further inquiries into the whereabouts of my suitcase. I have managed to speak with a representative twice and, on each occasion, KLM is saying that they are still tracing my baggage. KLM has not responded to any of my email inquiries. Despite several attempts on my part to get some clarity about the whereabouts of my suitcase and when I may expect to see it returned to me, KLM has responded extremely opaque and avoidant. So basically two months after I trusted my suitcase in the care of KLM, the organization is not able to tell me where my suitcase is and what they are doing to locate it and return it to me.

  Business Response

  Date: 10/04/2022

  Dear BBB,
  
  We regret
  to learn about the inconveniences *** ********* describes in his claim
  #********.
  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.
  Air France
  will gladly reimburse the reasonable cost of your lost items up to the legal
  limits set by the Montreal Convention (1999) of 1288 SDR (Special Drawing
  Rights). I can confirm that I have authorized a payment reflecting this amount,
  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,
  
  ********** *******
  *** ******** ****

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My luggage was damaged on a return flight home from Africa. The date was June 25, 2022. Booked via Delta Airlines flight # ***************** ********* and Ticket # *************. When I retrieved my suitcase it was cracked on one side and the wheel was damaged, cracked also and I was lucky to make it home. I informed the Delta agent and she gave me a reference #********** and instructed to contact KLM and they gave # C-*******. It took them a month to contact me and now they are demanding a letter from a luggage repair company before they can process my claim. Pictures of the damage were sent during my initial claim submittal.

  Business Response

  Date: 09/14/2022

  Dear BBB,
  We are sorry to learn about the situation that Ms. *********************************** describes in her claim # ********.
  I am pleased to inform you that, I have asked our ******************** to process a reimbursement of the replacement baggage,totalling ****** USD. This will be paid out to Ms. *********************************** by cheque payment, sent to the address: ************************************************************************* 30349,within the next 14 days, as follows:
  I would like to thank you again for your patience while dealing with this claim.
  We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.
  
  Yours sincerely,
  *************************************
  Air France KLM ******** Care Assistant

  Customer Answer

  Date: 09/28/2022

  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:08/24/2022

  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 have went back and forth with Travelocity and KLM about a canceled flight and getting a refund due to my husband being hospitalized 4 times in 3 weeks. His lungs filled with liquid. KLM is placing blame on Travelocity saying they give the refund. Travelocity is saying KLM is responsible for the refund since the ticket is in cancelled status. I have called numerous times and cannot get anywhere. I cannot use a credit as my husband is not well and cannot be left alone. I am attaching all health records, the BBB complaint with Travelocity stating that KLM is responsible and the original booking. This is 100% not customer service oriented and I am wasting so much time dealing with this when it is a serious health condition that will not be resolved. I cannot leave my husband and need to get the money back as a credit will not be used. The booking confirmation is *******

  Business Response

  Date: 09/09/2022

  Dear BBB, 
  

  I regret to hear about the inconveniences described by **************** in her claim #********. 
  

  I am sorry to learn that she has been unable to obtain her refund from the travel agency where the purchased her ticket. For refunds of tickets, it will normally be the agency/airline which issued and collected the funds which processes the refund, however in light of the circumstances described by ****************, I can submit a refund request directly to our refunds department. 
  

  In order for us to process the refund to the original form of payment, I will require the following information and documentation.
  

  A letter from the hospital or doctor which I will attach to the refund application, 
  Account number of 12 digits
  Bank code, which for ******* is the 9 digit routing number
  Bank name
  Name of account holder.
  

  Once I receive the above information, I will submit the refund request directly to our refunds department.

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

  Yours sincerely,

  *************************************
  Air France KLM Customer Care

• Initial Complaint

  Date:08/23/2022

  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.

  Bag compensation, items in the bag, and all expenses. Plus all the times I reached out to them about the issue and traveling back and forth to ******* for my bags which they did not deliver like they said they would. I found one bag thanks to Delta who I originally booked through. KLM is responsible for my bags because they are the last company I flew with. Unfortunately my car keys and work equipment was in those bags Plus lots of clothes for the week.Well I've been dealing with this issue since June 7th when I travel to *****. It has been a nightmare since. 3 months and nobody from there company has called me

  Business Response

  Date: 09/09/2022

  Dear BBB,
  
  We regret to learn about the inconveniences ************** describes in his claim #********.
  We consider the efficient handling of customersbaggage 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.
  Air France will gladly reimburse the reasonable cost of your lost items up to the legal limits set by the Montreal Convention (1999)of **** SDR (Special Drawing Rights). I can confirm that I have authorized a payment reflecting this amount, which will be paid into your provided bank account with ************** and should credit within the next 28 working days at the latest.
  
  I would like to thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  *** ********************

• Initial Complaint

  Date:08/18/2022

  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.

  Edit Description of Complaint:On August 16th 2022 I flew directly from ***** (airport code ***) to ********* (airport code ***) with Air France- KLM. I checked 3 pieces of luggage. One medium sized dark green AWAY hard luggage. A carry-on sized dark green AWAY hard luggage, and a crossbody soft grey handbag that they asked me to check secondary to a lack of over the head bin space. They lost 2 pieces of my luggage. The largest piece with most of my clothes/shoes and also the handbag with all of my toiletries. They found the handbag barcode# ******** and I picked it up from the airport on the evening of 08/16/22. Later that evening I received an email stating they found my other piece of luggage barcode# *******. I went to the airport the next day 8/17/22 twice just to find out that my luggage was not there like they said it was. RT to the airport is 130 euros. I went there a total of 3 times. The staff at the *********** handling luggage is a third party vendor with no information. AlRFRANCE does not pick up the phone lines. The lost luggage department at JTR does not pick up the phone lines. When you ask to speak to a manager they tell you it is not possible. In order for me to have received an email stating my luggage was at JTR it had to have been scanned in. Why can't they find my luggage now? Why doesn't anyone know where it is? The last scan had to be in JTR. Someone must've stolen it. I had over 15k worth of high end clothing, shoes, and handbags but they tell you the limit is 3k. There's no way I should be out of 12k secondary to the fault of the airline. They keep telling me it's in route or on the next plane. Three planes came here directly from ***** and my luggage wasn't on either of them. They continuously lie and say the luggage is In route to me. I want my Luggage back or proper compensation for replacement. I believe someone must've gone through my luggage and saw the expensive handbags and shoes. The company has done nothing to resolve the issue.

  Business Response

  Date: 09/01/2022

  Dear BBB,
  
  We regret to learn about the inconveniences ******************* describes in her claims #******** and #********.
  
  We consider the efficient handling of customersbaggage 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.
  
  Air France will gladly reimburse the reasonable cost of your lost items up to the legal limits set by the Montreal Convention (1999)of **** SDR (Special Drawing Rights). I can confirm that I have authorized a payment reflecting this amount, which will be paid by cheque posted to the following 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,
  
  ***********************************
  Air ********************

• Initial Complaint

  Date:08/16/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased refundable tickets from KLM on April 1 for travel on September 4th with an October 6th return. I had to cancel the trip on August 12th. On August 16th, they informed me they would not provide a refund. I have SCREEN SHOTS clearly showing that the tickets were refundable. I want a complete refund for the tickets issued for me and my husband, ********************* for $2,492.80.

  Customer Answer

  Date: 08/24/2022

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