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Business Profile

Airlines

KLM Royal Dutch Airlines

This business is NOT BBB Accredited.

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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

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KLM Royal Dutch Airlines has 11 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/15/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      flight KLM, My confirmation is ******* I have enclosed my confirmation booking and flight status.KLM airlines has put my whole family life at great risk in ***** during our attempt returning flight on July 30th 2022, upon the arrival at ****** airport @10 pm. we were refuse to board because check in front desk could not find my reservation/booking even though I have the confirmation number and full itenerary, we were sent to other counter to talk who are suppose to be a customer service but that gentlemen was rude to us treat us so bad at the airport when I showed my passport and itenerary, he throw everything back at us and said that I should be call my agent to rebook my ticket and find out why? we were not treated as a human, I have got so insulted and felt helpless specially in front of my kids, I then start calling my agent in USA but it was so hard to get someone on phone, after spending 45 minutes over the phone we finally manage to get expedia customer service on phone and I explain everything with what was going on, my agent said that there was no issues with my ticket and also said that I should go and talk to klm/airfrance front desk, airlines has all the control over my ticket and there is nothing my agent can do as far as rebooking.KLM were not explaining me why there was no booking? it was finally about 3 am, we were so exhausted after standing 5 hours straight with small kids, they finally gave me a flight ticket for next day on July 31, 2022 I have ask them if my family could be accommodate any room by the airlines for a safety because it was too late night to go outside of airport specially with 8 large bags and kids, but they refuse to provide that either with so much worrying for the safety of my kids in foreign country at 3 am and with 8 large back, I had to split in two taxi, this was a nightmare and been a trauma, who will take responsible if my daughter or kids gets kidnap? I have file complain Klm and summit hotel bill but no response

      Business Response

      Date: 08/30/2022

      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.
      As per ** regulation 261/2004, this is a situation where there is an entitlement to compensation for the disruptions experienced. Additionally, we are happy to offer a refund of the incurred transport as well as overnight expenses while in ******. I can confirm that I have authorized a payment reflecting this amount (four payments of compensation as per Regulation 261/2004 as well as one payment of the prior in addition to the expenses),which will be paid in form of five cheques posted to the following 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: 09/13/2022

      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:08/15/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 family was originally scheduled to take a flight from *******, to ********* to ************ on June 15, 2022. When we originally arrived at the airport we waited in line. There was a gentleman in front of us and the customer service representative from KLM assisted him. When she was finished checking him in, she looked directly at us and she closed her counter and walked away. No one returned to the counter until after the plane had departed. Once a different ticket agent returned, she assisted us. She rebooked us for a flight on the following day. We needed to get our children's passports renewed. We couldn't, we returned to the airport the following day to ask for assistance. She told us not to return until we received new passports for the children. When the new passports arrived, we called KLM to reschedule new flights. The kept us on the phone well over an hour. They told us that we would have to pay an additional $2300 per ticket to rebook. We had already paid close to $8000 for our original plane tickets. When we were told that we needed to pay this additional money we requested a refund, especially since we never used the tickets. We were hung up on and KLM did not try to communicate with us any further. We contacted our travel agent and she also tried to assist us for hours. KLM was unresponsive. I also attempted to contact KLM through "What's App". Once I explained the issue and identified myself, KLM never responded back. This treatment has been quite disheartening. I do not understand why an established airline would treat their customers like this. I still have all of the verbiage exchange that occurred pertaining to this matter on my phone.

      Business Response

      Date: 08/30/2022

      Dear BBB,

      We regret to learn about the inconveniences ***************************** describes in her claim #********.

      According to our systems, the tickets in question were refunded on August 7th 2022.

      Yours sincerely,

      ***********************************
      KLM *************

      Customer Answer

      Date: 09/13/2022

      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:08/15/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 flying through ********* and my connection on KLM was first delayed then canceled. We where told to stand in line for a hotel voucher. After 4 hours in line the airline reported the bad no more vouchers and we should get a hotel on our own and file a claim. I have on June 20th I have also filed for compensation under EU261 but havent got a response. I think I have been more than patient

      Business Response

      Date: 08/30/2022

      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.

      As per ** regulation 261/2004, this is a situation where there is an entitlement to compensation for the disruptions experienced.Additionally, we are happy to offer a refund of the incurred transport as well as overnight expenses while in *********. I can confirm that I have authorized a payment reflecting this amount (three payments of compensation as per Regulation 261/2004 as well as one payment of the prior in addition to the expenses), which will be paid in form of four cheques posted to the following 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 *************

    • Initial Complaint

      Date:08/12/2022

      Type:Product Issues
      Status:
      Resolved
      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 4, 2022, I used the *** website to purchase two 2 1-way tickets on Sept. 10 from , I thought the transaction had been successful but I did not received a confirmation or booking code. After 2 days I called their helpdesk and after a very long wait was told that the charge had not gone through. I specifically asked the agent if I need to rebook and was told yes. I then rebooked on Expedia having lost any confidence in the *** site. Several days later I noticed that charges were now showing up on my Chase credit card for 2 sets of tickets as well as 2 sets up seat upgrades. I called the *** help seek again and was given a help desk number for Delta Airline. No response there so I called the *** help desk again was given a *** number in ******* to. I think I was instructed to make a refund claim, although it was unclear how to do that.I won't mention the significant wait times I had to endure on each of these calls. Alright, I will, but realize that is not the sort of issue BBB wants to deal with.I am absolutely dumbfounded by the difficulty in reaching a person at *** and then their complete inability to resolve a problem that was created by their process.I need the charges of August 4th citred below to be refunded. *** AIRLINE ************* Travel, opens menu$146.17See details about this transaction Aug 4, 2022*** AIRLINE ************* Travel, opens menu$146.17See details about this transaction Aug 4, 2022*** AIRLINE ************* Travel, opens menu$14.36See details about this transaction Aug 4, 2022*** AIRLINE ************* Travel, opens menu$14.36

      Business Response

      Date: 08/26/2022

      Dear BBB,

      We are sorry to learn about the situation that **************** describes in his claim #********.

      We confirm that we have asked for the applicable remaining value of the purchased tickets (according to our systems the taxes were refunded back on August 12th 2022) as well as the extra seating options to be refunded back to the original mode of payment.

      Kindly allow up to 21 working days for this payment to clear into his bank account.

      Best regards,

      ***********************************
      KLM *************

      Customer Answer

      Date: 09/14/2022

      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:07/28/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I flew KLM on ************************************************** to *********, ** with a layover in *********, *********** (flights KL **** and KL ****, booking code ******). KLM lost my checked baggage and I was without my bag/items for the entirety of my time in ********* for 7 days (June 2 through June 8 when I flew back home to *****************). I had to buy a few items to get by without my luggage for a week, including toiletries, underwear, socks, a pullover since it was chilly, etc. KLM's website states that they will reimburse for these necessary items you need while your luggage is delayed or lost. So I filed a claim for KLM to reimburse me for those items - I provided itemized receipts (which I also attached to this claim) and was not excessive with my purchases, only buying necessary items. In the claim, I also included the receipt for the checked bag I pre-purchased on my flight home on June 8 with WestJet, since I had no bag to check (due to KLM losing it), but WestJet would not give me a refund for that, so I'm hoping KLM would cover that charge. My claim totaled ****** ******* pounds (approximately $180 USD). I filed that claim on June 9 once I returned home and it's been almost 2 months and I have not received a reimbursement or heard any updates on my claim. My complaint reference is C-*******. I would like to be reimbursed by KLM for these items. In addition, KLM caused me a major inconvenience by losing my luggage, never once updating me on where it was located after I called and emailed countless times. The bag finally arrived to my house on July 7, 2022, which was ***************************************************************************************** for my troubles and expenses incurred due to them losing my bag for over a month.

      Customer Answer

      Date: 08/21/2022

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 09/29/2022

      Dear BBB,

      We regret to learn about the inconveniences ******************** describes in her claim #********.
      According to our systems, a payment for the first needs expenses connected to the delay of her baggage was already made on September 22nd.

      Best regards,

      ***********************************
      KLM *************

      Customer Answer

      Date: 09/29/2022

      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:07/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 a ticket from Delta Airlines from SAP (********) to *** (*****) leaving 7/2/22 and arriving 7/3/22. There were 2 layovers, the last one being in *********. *** serviced the last leg of the trip and lost 6 pieces of our luggage (3 of us). I filled out a lost luggage form at VCE on 7/3/22. I was told the luggage was at ********* and would be delivered later that day. I am now told (3 weeks later) that the luggage is lost. Since then, I have been attempting to file a claim on the *** website for compensation. It gives me a message saying that I cannot do it through the website and to call ***. *** leaves me on hold for hours at a time and then disconnects the call. I CANNOT GET IN TOUCH WITH THEM TO FILE A CLAIM FOR MY LUGGAGE. I need a working number, email, website, etc. to be made whole for my losses.

      Business Response

      Date: 09/29/2022

      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.
      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 can also confirm that KLM already authorized and processed payments for invoiced first needs expenses for the passengers on September 26th as well.
      Nevertheless,I can confirm I have authorized an additional payment of the remainder applicable under the terms of the Montreal Convention (****) for lost baggage (once delayed for over 21 days), which will be paid by cheque posted to the address, which was submitted by the passenger when filing the claim with KLM:

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

      This should arrive within the next 28 working days at the latest.

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

      Yours sincerely,

      ***********************************
      KLM *************

    • Initial Complaint

      Date:07/25/2022

      Type:Product Issues
      Status:
      Resolved
      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 been trying to submit request for compensation for delayed flight with *** airlines for the past 3 weeks now without any success. I tried to submit the form online but every time I click submit it tells me Oops something went wrong. I called customer service and representative told me that the website/form works on his end and I have to submit it online. But how am I supposed to do that if it doesnt work for me? I initiated chat with *** hoping that someone can help me on that end with no success either. I am attaching screen shots of all my attempts to contact *** airline to request compensation for flight which was delayed 12 hours. The law states that I am entitled to the compensation for delayed flight but the *** airline purposely disabled the complaint and compensation request part of their website to avoid responsibility and paying people. Please help to hold accountable this shady dishonest airline.Sincerely,***********************************

      Business Response

      Date: 08/18/2022

      Dear BBB,

      We regret to learn about the inconveniences ************************ describes in her claims #******** and #********.
      As per ** regulation 261/2004, this is a situation where there is an entitlement to compensation for both disruptions that ************************ experienced. Additionally, we are happy to offer a refund of her newly purchased ticket from ****** to *********.
      We will also be pleased to offer ************************* her incurred expenses for meals. For this, we would ask her to kindly forward any related invoices along with her bank details by replying to our e-mail (Internal reference *********).
      The information needed is the following:

      Banks name
      Account number
      Routing number (ACH number)

      We will process the payment upon reception of her bank details.

      Yours sincerely,

      ***********************************
      KLM ******** Care Assistant

      Customer Answer

      Date: 08/31/2022

      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:07/20/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 on flight ****** from *********) to **********) on 9 January 2022. While we were in the air, the flight was diverted to **********) due to a technical issue with the engine. As a result, we missed our connecting flight ***** to ******** (***), and we were rebooked on the next available flights, ****** and ***** on 9 January 2022.As a result of these issues, we experienced considerable hours of delay in arriving to ********. Therefore, we submitted a request for compensation to Air France KLM on 10 January 2022. In March, the airline reached out twice for additional documentation, which we immediately provided, and now we have not heard back from them since 7 March 2022. It's now been over 6 months since the claim was initiated, and it's been over 4 months with no response or updates. How much longer is this process supposed to take? Our case number is *********

      Customer Answer

      Date: 08/14/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 17 I was informed by KLM That my flight from *** to DUB on June had been cancelled. I was put on a flight on June 20, forcing me to spend the night of June 19 At *********** and incurring in a no show charge for my hotel at ****** on June 19. I was arriving on KLM flight from MEX to *** departed June 18. I filed a claim with KLM, C-*******, for 790 covering my no show charge, my hotel night at ***************** and some incidental charges. To date my claim Hasnt been processed, due to own KLM system.

      Business Response

      Date: 09/28/2022

      Dear BBB,

      We regret to learn about the inconveniences *** ********** describes in his claim #********.
      According to our systems, a payment constituting applicable compensation under the terms of ** Regulation 261/2004 as well as overnight accommodation and transportation was already made on August 19th.

      Best regards,

      ***********************************
      KLM *************

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 20,2022 I flew klm from AMS to DUB and my luggage didnt arrive. I filed a claim at the airport with number **********. Since then I havent gotten an answer from the airline to reimburse my clothing expenses. Klm claim number is ********* for *****. As of today my luggage has been lost for more than 21 days. Klm has not allowed me to file a lost luggage claim.

      Business Response

      Date: 09/28/2022

      Dear BBB,

      We regret to learn about the inconveniences *** ********** describes in his claim #********.
      According to our systems, a maximum liability payment for the loss of his baggage was already made on August 18th.

      Best regards,

      ***********************************
      KLM *************

    KLM Royal Dutch Airlines is NOT a BBB Accredited Business.

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