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 has 11 locations, listed below.

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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:07/19/2022

  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 canceled ***** flight tickets within 24 hours of purchase and have not yet received a refund, now 30 days after cancelation. KLM refuses to provide an update on the status of my refund. I am seeking a full refund, as legally mandated for cancelations withn 24 hours. The scheduled flight date was greater than 30 days after cancelation as well - all criteria were met for the refund. Thank you.

  Customer Answer

  Date: 08/13/2022

  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:07/19/2022

  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.

  Our flight was canceled on 6/29/22 by KLM( Flight #******). We spent over 7 hours in the airport trying to obtain our new flights and connections for the next day. We were not given any water or food during this time spent at ************************* and were only given $30 a piece for food reimbursements for our inconvenience. We finally received a new flight for the following day by Delta( which is associated with KLM) but that was delayed and in turn, the airline lost our checked luggage in ****** because they overbooked the flight and we lost our connection due to the delay. They were offering $3000 per seat to take a flight the next day but because KLM canceled us and we lost time and money, we turned it down. I spent over $1000 a ticket for myself and over $1000 a ticket for my husband's round-trip flight only to be canceled and majorly stressed during our entire stay overseas. We were forced to buy all new clothing, pay for meals, and personal care items. we lost sleep, and time with our family and had to travel around ****** looking for replacement items to take showers, brush our teeth, and cloth ourselves. This is a complete disaster and I want to be fully refunded for our tickets in their entirety. I paid for a service that I did not receive. Canceled flights, no luggage, and major stress during our visit to ******!

  Business Response

  Date: 09/30/2022

  Dear BBB,
  
  We regret to learn about the inconveniences **** *******************;describes in her claim #********.
  According to our systems, a compensation payment in line with the terms of ** Regulation ******** was made to both passengers on September 30th. Please allow up to 28 working days for this to clear.
  
  Best regards,
  
  ***********************************
  Air ********************

  Customer Answer

  Date: 10/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   That although we received the claim for a canceled flight( $601 per passenger). However, I sent in receipts for the lost and damaged luggage and am wondering when I will receive that payment as well.
  We were forced to buy clothing, personal care items, and gifts that were in our lost luggage- The total amount for everything is $904.84. In addition to that my husband paid $75 dollars twice for the cost to bring our luggage to ******. Since our luggage was in fact lost, we will be executing an additional $150 refund for a service that was NEVER provided to us!
  Please let me know if anything else is needed on my end. I am expecting this to be deposited into the account provided by my husband within the next 30 days.

   

   

   

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

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

  Customer Answer

  Date: 11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  e still have not been reimbursed for out of pockets expenses made for clothing, gifts and personal care items (receipts provided). We have also not been reimbursed for damaged an borken luggage receipt provided). When we booked our flight intially, we paid $75 for our checked bag with Airfrance KLm and that has not been refunded to us to the original form of payment.

  This will need to be rresolved before the case is closed.

  Thanks for your time

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 12/01/2022

  Dear BBB,
  
  We have received the passengers response and would kindly ask them to contact the aforementioned carriers (DL/GQ) in line with the requirements set out by the Montreal Convention (****) regarding their baggage damage claims, as a Property Irregularity Report (PIR) would have been opened with either of them.
  However, as the additional baggage option had been purchased with KLM, I can confirm that I have asked our ****************** to prioritize a reimbursement of this. A message containing all the details of this will be sent out separately to the passengers email address.
  
  Best regards,
  
  ***********************************
  Air France Customer Care
  

• Initial Complaint

  Date:07/18/2022

  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 25, 2022, I arrived at Virgin Airline ticket counter after check-in was closed. I was advised to contact my travel agent to be place on another flight. I left Virgin ticket counter and immediately contact KLM. About 1 hour into the call, KLM Habika informed me that the cost would be $988 to be placed on a flight the next day. We ended the call with payment authorization and ticket confirmation to be emailed.When I arrived back home about 1 hour after talking to KLM, I checked my email and did not receive the flight confirmation email. I called KLM and was told the airline rejected confirmation of the flight due to cost. I was told by KLM to wait for a call back within 45 minutes, because KLM is currently working on the rebooking. I called 1 hour later and was told more time was needed. Due to the time it was taking to get a confirmed flight from KLM, I went ahead and booked another flight on my own. The next day, while in transit on my other flight, I called KLM and was told that more money was needed to confirm the rebooking. I told KLM agent not to worry, I am already traveling, and to use my previous ticket to book a flight which was at a lower cost in October. I returned from vacation on July 4, 2022, review my card purchase and saw a charge from KLM of $988. I called KLM and was told the additional charge was to cover the new ticket which was issued for October. A total Habika claimed is over 2K. Habika said they will refund me the $988 I requested, however only the Airline can issues a credit for the previous original ticket cost. My credit card statement currently show charges from KLM and it's contracts for $2146.18. This includes the initial purchase of $890.19 for the original ticket excluding the credit applied. $249.99 flight change I requested on June 19 and the $988 charge to rebook on June 26. Please reach out to KLM and have them return the $988. Thank you

  Customer Answer

  Date: 08/12/2022

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

  Business Response

  Date: 08/28/2022

  Dear
  *** *********
  
  Please
  find below our response to the BBB:
  
  Dear
  BBB,
  
  We
  are sorry to learn about the situation that *** ******** describes in his claim
  #17580510.
  
  After
  verification, I note that your tickets were purchased via a ticket agency, who
  also took the charge for rebooking your ticket from you. The customer service
  agent that you have mentioned in your communication is also an employee of said
  ticket agency.
  
  As
  the payment had been taken by the ticket agency, who – according to the
  described events were unable to finalize a ticket change with KLM as the funds
  were not sufficient – the funds are still held by them, which
  is why we would have to refer you to that company.
  
  I
  would like to thank you again for your patience while dealing with this claim.
  
  Yours
  sincerely,
  
  
  ********** *******
  Air
  France KLM Customer Care

• Initial Complaint

  Date:07/12/2022

  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 bought tickets for $419.02 through a travel agency for a round-trip KLM flight from *** to FAE with stops in AMS and CPH for 18FEB22. I'm military and was forced to postpone this trip due to the situation in *******. I called and after much arguing they agreed to change my itinerary to 29MAR. A day before my flight I noticed that the ******* leg of my trip was missing from the app. I called to ask about it, and was told that they accidently removed these flights from my itinerary - and admitted that it was the fault of their back office - but refused to put me back on the flights (that weren't even full). I begged to be added back on but they refused. This being my final trip in Europe and having already paid for lodging and activities, I had no choice but to book another identical itinerary for $1,121 - over $700 more for the same itinerary.I was able to get a (partial) refund from BudgetAir for the original itinerary, but KLM still committed a bait-and-switch by cutting out parts of my itinerary without cause and at the last minute. I have filed two claims requesting that KLM refund the $700 difference between the two itineraries; one was closed without notification, and the other was closed on Friday with KLM claiming that ****************** the operator of the flights between *** and FAE - was responsible. This directly contradicts their statement made on 28MAR. I am at my **** end and would like to see if you can help me resolve this issue. Otherwise I will be taking legal action against them. Please let me know if you have any questions or comments

  Business Response

  Date: 10/14/2022

  Dear BBB,
  
  We are sorry to learn about the situation that Mr. **** describes in his claim #********.
  First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
  Having investigating your booking further, we can see that you requested a date change. Our ******************** tried to assist you with this, however were unable to find you a compatible fare based on the date and routing requested. When requesting a change, airlines try their best to accommodate this based on available fares and combinability with other carriers if applicable. As the ticket change that you requested wasnt ticketed, you did not have a valid contract of carriage for these flights.
  As our colleagues from the ******************** advised you via email, it was not possible to execute the proposed changes based on the availability of flights and fares. We will therefore have to respectfully decline your request for the reimbursement of fare difference.
  I would like to thank you for your patience while dealing with your claim.
  
  Yours sincerely,
  
  ***********************************
  KLM Customer Care
  

  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:

  KLM's response is as inaccurate as it is late. They claim that they attempted to contact me regarding my flight rebooking. This never happened. They also claim that they were unable to rebook me on a similar itinerary. This is patently false, as the evidence clearly shows that I the last-minute ticket I was forced to book was indistinguishable from the one they cancelled. I reject KLM's response and fully intend to pursue other avenues of reimbursement if a settlement through the BBB falls through.

   

   

   

   

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

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

  Business Response

  Date: 11/18/2022

  Dear BBB,
  We are sorry to learn about the situation that *** **** continues to be dissatisfied with the response to his claim #********.
  Further to our previous comments and having gone through your booking, we can confirm that the requested date change of the booking from ********** to ************* was never associated to a ticket by your travel agency BudgetAir. We did try to assist with a fare calculation, however did not find any applicable fares that were able to be combined with your KLM flights. As the passenger was informed that no fare was available prior to departure we are unfortunately not able to change our position on this matter.
  However, as a gesture of goodwill we are pleased to offer you a non-refundable travel voucher for the declared ticket difference, valid for 12 months from the date of issue which can be used to purchase a ticket for travel on KLM, Air France and/or Delta Air Lines marketed flights as well as 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 *********** 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 *********** or ******************
  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 ***********
  I would like to thank you again for your patience while dealing with your claim.
  
  Yours sincerely,
  ***********************************
  KLM *************

  Customer Answer

  Date: 11/21/2022

  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:07/12/2022

  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.

  Date of Transaction: ******************** spent: $2,432.01 (3 tickets)Account/order/tracking #: Confirmation # ****** Ticket #s: *************, *************, ************* Hi there, Two family members and I traveled to ********* on 4/22/22 and landed on 4/23/22. Upon arrival at Shippol Airport, we were corralled into a corner, and they weren't letting anyone that didn't have a European passport, down to customs. After making it to customs, the attendant had warned us that we weren't getting our bags because the tarmac workers went on strike. We were stuck in the airport for 8 hours because KLM Royal Dutch Airlines associates assured us that our bags would be coming up on the belt. The airport was a complete free for all. The *** employees had taken bags and placed them in the middle of the airport for anyone to come in and claim as their own. No security in sight checking to make sure these bags belonged to who they said they did. After 8 hours and seeing how the bags were just placed for anyone's taking, we felt unsafe leaving the airport with the risk of having our bags stolen. However, we decided to leave and come back for the next 3 days to check if our bags were finally going to be given back to us, per *** representatives' suggestion. No success, the representative told us buy new clothes, toiletries, and other necessity items with the assurance that we would be reimbursed. We had filed claims with Air France. When we received our bags, they were dented, scratched up and completely damaged with the zippers inside snapped off. I decided to do my research and found out that I am entitled to compensation after reading Montreal Convention and other *************************************** links on their site. I am completely appalled at how the entire ordeal was handled. Please let me know if you are able to help in any way here. Thank you! *********************************

  Customer Answer

  Date: 08/06/2022

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

  Business Response

  Date: 09/28/2022

  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 first needs expenses for ************************************* and ***************************** respectively.
  Nevertheless,I can confirm I have authorized a one-off contribution equivalent to $200 per person, which will be paid by cheque posted to the addresses, which were submitted by all the passengers individually when filing their claims with KLM.
  These should arrive at the respective addresses 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 *************

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