Business Profile

Airlines

KLM Royal Dutch Airlines

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Complaints

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

Customer Complaints Summary

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

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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:08/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We filed a complaint with *** because we had a flight that was to leave from ********* heading to ****** and they shut the doors on us. I was in a wheelchair and although the attendant called ahead and we were told the flight was still there and held when we got there (the plane and jetway still there) the airline denied us boarding. Since then we had to rebook our flights and had a days work missed due to this situation. *** is asking us for more information than necessary to compensate us for the flight that was missed. Not only did they ask for information and when provided they then turned around and asked for more. When we called and asked what they needed they were not clear in giving answers. We provided more and they came back with an email asking for more information (passports that are on file, bank information, work statements, etc). The next day they closed the claim. I called and asked for a customer care supervisor and they said "there is none to transfer to" No claim supervisor to transfer to. No corporate representative to transfer to. Who do these people report to? No one can take the call and walk me through what is needed and why they keep asking for more information? No one can tell us why they are asking for bank verification and now a power of attorney and a notorized letter for whatever reason I cannot get out of a claims representative. I am uncomfortable giving away my PII and they are asking for too much. Yet no one will tell us, closes the claim and won't just compensate for a flight they denied us on to. We want this resolved and we want someone from corporate to contact us.
Business Response
Date: 09/06/2024
Dear BBB,

I acknowledge receipt of the updated communication regarding case ********.
I would like to highlight that the latest disputing message from the complainant is identical to the original complaint received on August 19, 2023. This initial complaint was addressed by my colleague, Remi, with a response issued on August 22, 2024. For your reference, I am reattaching the message:

This is in regards to your file ID ******** for ****** ****** and *********** ******, scheduled to travel on Delta flight DL9473 (operated by *** flight KL1364) from ******** to ********* on July 14, 2024, connecting on Delta DL257 from ********* to ****** on July 14, 2024, connecting on Delta DL1488 from ****** to ***** on July 14, 2024.
1/ Flight delay and request of documents
Due to the delay of Delta flight DL9473 (operated by *** KL1364) between ******** and ********* on July 14, 2024, caused by operational issues, our customers unfortunately arrived too late to catch their connecting flight on Delta DL257 from ********* to *******
In order for *** to handle this part of the claim (case *********), our clients were requested to provide very specific documents, which have not been provided yet. Upon receipts of the documents requested, *** will review the documents and will contact the clients directly.
2/ Passengers with disability, being refused boarding on a connecting flight
In this claim to the BBB, it is stated that the client was in a wheelchair and was refused boarding on the connecting flight from ********* to ******, operated by Delta DL257.
As we mentioned above, this was the result of the late arrival of *** flight KL1364.
Nevertheless, if the complaint concerns the conditions of denied boarding of passengers with disability, on a flight operated by ***** and heading to ***, we regret that we cannot comment this part of the claim.
Indeed, such a situation is covered by the *********************************, and must be addressed directly by the operating carrier.

Unless the complainant provides new or alternative points in their dispute, we are unable to address this further beyond the response already given.

Best regards,
******** ***
*** Customer Care Assistant
Initial Complaint
Date:08/13/2024
Type:Product Issues
Status:
UnresolvedMore 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.
In October of 2023, I booked round trip tickets for two on *** from *** to ********* and back for July 2024. At the time I purchased and booked the "extra option" of "premium comfort" and selected two seats on each leg of our trip. These seats cost a significant amount more than economy. In January of 2024 I received notice my LAX-AMS "flight has been changed" and was informed that I was booked on the next available flight. The "change" was that the flight was leaving five minutes later. The arrival time was the same. The flight number was the same. However, I no longer had seats booked and had been reclassified to economy. I once again paid for "extra option" of better seats on the LAX-AMS option, but requested and was granted a refund for that purchase. In June of 2024, I checked my reservation and was informed that my return flight from ********* to ** had now been changed for "administrative reasons" and I had been booked on the "next available" flight but that my seats were no longer reserved. Once again the change was five minutes in departure time. The flight number and arrival time remained the same. Once again I had no assigned seats and was assigned to economy. Once again I purchased the "extra option" to reserve better seats. This time the airline has refused any refund. The problem is the airline twice changed the flight details minimally and took away the seats I had paid extra for in my original booking. Once they admitted the unfairness and refunded me for the re-purchase. The second time they refuse to acknowledge the problem.The boarding passes and receipt from the return flight are included because there the original payment had not gone through and I had to pay at the airport for the seats I had reserved and that amount was 310 euros, not the 309 dollars in the confirming email from June.
Customer Answer
Date: 09/07/2024
Better Business Bureau:

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

Sincerely,

***************************
Business Response
Date: 10/11/2024
Dear ****** *******,
Please find below our response to the American BBB:

Our reference* *********
Your reference: ********

Dear BBB,

Thank you for your communication of 27 August 2024 regarding the claim of our passenger ****** ******* and concerning his downgrading while traveling with us from ********************* on 15 July 2024 and his trip from ********* to *********** on 27 July 2024.

According to our records, the comfort seats (************* **************) that the passengers purchased on 19 January 2024 for ****** USD each. Following the change of aircraft configuration, the passenger was refunded the amount of ***** USD on 22 January 2024 with payment reference *****************

We confirm that the passengers were downgraded from Comfort Economy to Economy class on these two trips, and we have forwarded their files to our finance team in order to study the passengers' case and refund them the difference in fare.

They will contact the passenger directly to inform them of the refund.

As a gesture of goodwill, we are pleased to offer each passenger a non-refundable voucher in the amount of ****** USD.

They will find below the terms and conditions of the tickets.

Best regards,

******** ******************************** Assistant
Customer Answer
Date: 10/11/2024
Better Business Bureau:

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

I'm not sure they understand that I was downgraded TWICE and only once was given a refund of the resulting difference. When i had to rebook the original preferred seating AT ADDITIONAL COST a second time---that's the source of my complaint

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

Sincerely,

****** *******
Initial Complaint
Date:08/13/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked with klm to travel and unfortunately could not travell due to illness. After going back and forth with them several times about my exchange to get a new ticket date, they asked for a note from my doctor and i provided. I asked to be booked to a flight equal fare to what i paid because i could see them available on their website on the specific dates. They came back booking me a flight that is more than what i see. Basically they are forcing me to pay a new fare for the ticket i am supposed to pay nothing. KLM customer service is very bad. I AM A FREQUENT FLYER AND NEVER CANCELLED A TICKET THIS IS MY FIRSTTIME. They simply want your money and careless about their customers when situations arise.Honestly, if there were no flights available i could be okay,but flights less than what i paid are available, why do you want me to pay double???.instead of getting me the flight equalto what i paid. I AM DISAPPOINTED and need my refund.
Customer Answer
Date: 08/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*************
Initial Complaint
Date:08/06/2024
Type:Product Issues
Status:
UnresolvedMore 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 May 2nd I booked ****** (trip 6/17 to 6/26), a roundtrip from *********** to ********* through *********. I paid over $8000. On 6/03 I changed our return flight to 6/29. The seat charges didn't transfer, and the flight had a slightly different price, so I received several vouchers among which vouchers ******************** with a value of $154.08 each. I filed to redeem voucher ************** and on June 5th I received the refund for $154.08. On June 6th I attempted to redeem the other vouchers. The *** website was malfunctioning and sending server error messages. After several failed attempts somehow, my whole trip got cancelled. There was no point where the website alerted me that the tickets were being cancelled, no warning. I called *** within minutes and was faced with an utterly dismissive agent. I explained what had happened and he simply told me that tickets cannot be reinstated after being cancelled and that my tickets were non-refundable, so I didnt qualify for a full refund. I was told in very cold, uncaring terms to just book new tickets, file a claim and hope for the best and theres nothing he can do. This on top of the fact that he could not be bothered to remember I spoke English, not French. Since it was imperative for me and my sons to take this trip, I did rebook the same trip (booking code *************). I paid for the tickets again and took the trips.Filing a claim was impossible, the *** website not working again. I tried over 20 times, my claim would not go through. Eventually I got through to ********* who refused my refund and deemed my claim customer error after telling me that there is a tendency for the *** website to cancel whole tickets when trying to redeem a voucher online.I did not cancel my flights at any time, rather this was caused by a malfunction on the *** website. So,I am kindly asking again for the full refund of the tickets under booking code ******.
Business Response
Date: 08/23/2024
Dear *** ******************** find below our response to the BBB:

Dear BBB,

We regret to learn about the inconveniences ******** ********* in her claim #********.
After review, I am pleased to inform you that I have arranged for a refund of the remaining ticket value onto the original form of payment used. The reference number for this is ****************. Kindly allow up to 28 working days for the refund to clear.

Best regards,

********** *******
KLM *************
Customer Answer
Date: 09/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
I STILL HAVEN'T RECEIVED THE REFUND THEY ASSURED YOU AND ME THAT I WOULD GET.

BBB, Thank you for your help. ********** from *** sent me the same message on August 23rd happily informing me that he had issued a refund of the remaining portion of the tickets. I felt so relieved and so grateful to finally find someone helpful. I thought it was a done deal and all i had to do was wait up to 28 days for the refund to reach my account. However, the very next day, August 24th, *****, a different customer care agent, responded to tell me *** can't help me. ***** is the one who first responded to my claim at the end of July. She was the one who admitted the *** website has a tendacy to cancel whole tickets when one tried to redeem a voucher. She is also the one who said *** doesn't have any policies for such occurrences and deemed my case "customer error" therefore denying my refund. I had responded to her message on August 1st telling her it is not possible to admit the *** website is faulty and then claim it was customer error. Funnily enough I didn't hear back from her until August 24th, right after ********** supposedly filed a refund request. And again, she just coldly told me *** won't refund my money.
On August 26th I received an email from *** that the refund request had been declined because of some missing or unmatching information. As far as I can tell the information in the request is accurate.
I emailed ********** right away on August 26th and still haven't received a response.
I STILL HAVEN'T RECEIVED THE REFUND THEY ASSURED YOU AND ME THAT I WOULD GET.
At this point I can't help but think that *** are liars and thieves. I also cannot help but think that ***** had something to do with the decline of my request. She's been beyond unhelpful and I feel like at this point she has a personal problem with my case.
Did you know *** has only one phone number for customer service? Did you know that if you don't like the response of the agent on the phone and would like further help they won't transfer you to a superior? Did you know there is no way to file a complaint on an agent? Did you know they won't even provide you with an email address where to address a superior?
They are impossible to contact, their website is faulty by their own admission. My tickets were cancelled against my will, I repurchased the same tickets for the same trip spending over $16000 in the span of a month. They treat the $6500 they owe me as if it's loose change, not someone's salary for 2 months. They've been holding on to my money for months now and I've been spending hours writing emails, making phone calls, etc. I have a job and a family, I am a real human being with a life, a family to provide for, a job to maintain. I feel humiliated, robbed, lied to and taken advantage of, treated like a robot by a company who makes billions. When finally i thought i saw the light at the end of the tunnel it turned out to me a lie.
Please help me retrieve my money.
Thank you again for your efforts, BBB!

Best,
***** *****

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

Sincerely,

***** *****
Initial Complaint
Date:08/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ticket with my **** Avion points for my Wife to fly to ********* on May 10/24, I also booked my dog in the cargo hold to fly with her which was paid directly to **** Two days prior to the flight *** informed us that the Aircraft was changed to a plane that did not fly dogs in the Cargo Hold. After confirming this with them we scrambled to purchase another Ticket on another airline and rebooked the dog too. My Dog $ was reimbursed by ***, but they are refusing to issue me my points back to *** Avion. Instead they have only issued a flight credit that expires in January. A flight credit that I will never use as I have no further travel plans. So essentially this cost me ****** points which is the equivalent of $1580.00. I believe *** is acting in poor faith to clients and should be held accountable. *** has refused to speak to me because they said this is a provider issue (*** Avion). But *** Avion states that it is *** that has been issued the $$'s for the ticket and is not refunded it to them. Apparently all *** has to do is to provide a "Waiver" to get my points back. Under the circumstances I believe they should Flight was on May 10 at 445 from ******* to *********, flight **** returning May 20 flight *** Interary # ************** ****** points were used to purchase this flight from *** **** Avion Wife's name on ticket is *************** *** has tried to get me my points back but *** refuses to cooperate
Customer Answer
Date: 08/26/2024
Better Business Bureau:

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

Sincerely,

*************************
Business Response
Date: 10/18/2024
Dear **** *********
Please find below our response to the American
BBB:

Our reference: *********
Your reference: ********

Dear BBB,

Thank you for your communication of August 02, 2024
regarding the complaint of our passenger **** ******** concerning the
reservation of his wife Linda Saab.

According to our records, the passenger purchased a return
ticket on January 03, 2024 from Toronto to Amsterdam with a pet option in the
hold.

After the plane's configuration was altered, the patient
applied for a refund of his ticket plus the pet tickets.

We therefore proceeded to reimburse the tickets in the
amount of 800.00 USD on May 17, 2024 with the following payment references: **************** * *****************

Concerning the reclamation of visa points, we invite the
passenger to contact us visa as we are not entitled to process this request.

Best regards,

******** ******
KLM Customer Care Assistant
Business Response
Date: 11/12/2024
Dear *** *********************** find below our response to the BBB:

Dear BBB,

We are sorry to learn that *** ******** remains dissatisfied with the resolution to his claim #********.
However, there is unfortunately nothing else that we can add to our previous statement. We will therefore have to respectfully decline the claim.

Best regards,

********** *******
KLM ************* Assistant
Customer Answer
Date: 11/13/2024
Better Business Bureau:

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

[Your Answer Here]

*** is refusing to repay **** Avion (which would restore my points). They have ripped me off, for their mistake in the tune of $1500. *** should be ashamed of themselves for this. I will not settle for this, please inform them of legal action to take place
**** ********

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

Sincerely,

**** ********
Initial Complaint
Date:07/31/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear ***/*****, On June 21st, I arrived at *** at 12:00 PM for my flight scheduled to depart at 1:50 PM and arrive at AMS at 9:05 AM, giving me sufficient time to catch my connecting flight to ********, ******, departing at 11:40 AM. Boarding was supposed to commence at 1:15 PM, but at 1:30 PM, we were informed of a half-hour delay due to technical issues. This delay was extended multiple times. The delays continued until 5:30 PM, and then the flight was canceled.After endless attempts, I was rebooked on the 7:40 PM flight to ******, with another 4-hour layover before my next flight to ********. I boarded the flight to ******, only to face an additional 3-hour delay on the tarmac.I arrived in ******** at 2:35 AM after 32 HOURS.In light of these events, I requested a full refund for my flight for the inconvenience and distress caused. You can see the offensive email attached...Please guide me through this situation to be retaliated. Best,****
Business Response
Date: 09/10/2024
Dear **** ******
Please find below our response to the American BBB:

Our reference: *********
Your reference: ********

Dear BBB,

Thank you for your latest communication of 02 August 2024
concerning passenger **** ***** regarding the cancellation of flight KL 602
from Los Angeles to Amsterdam on 21 June 2024.

According to our records, the passenger's entire itinerary
began and ended in countries that are not part of the European Union, the Court
of Justice of the European Communities has ruled that the statutory
compensation set out in Regulation (EC) No ******** does not apply to such a
route.

We are therefore unable to respond favourably to the
passenger's request.

Regarding the complaint concerning the British Airways
flight, we invite the passenger to address his complaint directly to them.

Best regards,

******** ******
Air France/KLM Costumer Care
Initial Complaint
Date:07/22/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 15, 2024, my partner and I were ticketed on a pair of flights (in economy, ******-AMS connecting to **********) to return home from vacation. The flight to ****** was cancelled due to weather issues. I reached out to KLM to make alternate arrangements and was given two choices:1. Wait 11 days for the next regularly-scheduled flight 2. Pay nearly $1000 to upgrade to Business Class and be rebooked on a combination of Aer Lingus (****** to ******) and American Airlines (****** to DFW, then DFW to ******) the same day. We chose to pay for the upgrade. I have documentation that flights 2 & 3 were to be in Business Class on American. However, upon arriving in ******, American Airlines did not show the Business Class upgrade (in spite of the documentation I provided) and we were placed in economy for the two flights home. We made it safely, which was the most important thing, but I have been trying for months to get reimbursed for the Business Class upgrade for which we paid but did not receive. I have filed multiple attempts with KLM (who have repeatedly dismissed my claim, in spite of their paperwork showing we were booked in Business Class), American (who said it was KLM's problem) and Delta (from whom we purchased the tickets originally, who also said it was KLM's problem). I am now reaching out to consumer protection agencies for assistance, as KLM has not been willing to discuss any options for reimbursement. I'm not asking for anything more than what I paid to receive. I am attaching the two confirmation emails (one for me, one for my partner) showing that we were booked in Business Class (highlighted in orange) and the receipt for $493.86 each.
Business Response
Date: 07/26/2024
Dear BBB,

I hereby acknowledge receipt of the case filed against our company, referenced under ********.
On January 15, 2024, the complainant and their partner were ticketed on flights from ****** to *********, connecting to ******. Due to weather issues, the flight from ********* to ****** (KL667) was canceled. The complainant contacted KLM for alternative arrangements and states they were given two choices: wait 11 days for the next scheduled flight or pay nearly $1000 to upgrade to Business Class for an alternate route through ****** and *******
The complainant states they chose to pay for the upgrade and provided documentation indicating that the flights were booked in Business Class. However, upon arrival in ******, American Airlines did not honor the Business Class upgrade, and the complainant and their partner were placed in economy class for the remainder of their journey. The complainant has been seeking reimbursement for the Business Class upgrade, which they did not receive.
After a thorough review of our systems, we found the following:

The complainant and their partner were rebooked in booking class O, which is the economy cabin for both KLM and American Airlines.
Our records indicate that the altered tickets, namely ************* and *************, were made free of charge. We cannot find any charges of $493.86 each, as the complainant states.

Based on our review, we rebooked the complainant and their partner in the original cabin class they had purchased (economy). No additional charges were made for this rebooking. Therefore, we believe we have complied with our duty to provide alternate transportation in the same cabin class.
To address the complainant's concerns, we kindly request official proof of the bank transaction indicating the payment for the Business Class upgrade. Without this documentation, we are unable to proceed with the reimbursement claim.
As of now, we must respectfully reject the claim due to the lack of supporting evidence for the alleged payment.
Thank you for your understanding

Best regards,
********************
KLM Customer Care Assistant
Customer Answer
Date: 07/26/2024
Better Business Bureau:

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

[Your Answer Here]
As per the *** representatives request, I have attached our January credit card statement that shows the questioned payment (highlighted) of $987.72, which is the fee we paid for the two upgrades as shown in the receipt on the original Complaint. Please let us know if you need anything else to validate our claim.
Thank you.
***********************

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

Sincerely,

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

Business Response
Date: 08/15/2024
Dear BBB,

I acknowledge receipt of the updated communication regarding case ********.
While I appreciate the complainants efforts to address this matter, we regret to inform you that we have no additional information to provide beyond what has already been communicated.
Firstly, if any upgrade charges had been applied, they would have been recorded in our system. However, after thoroughly reviewing the records associated with rebooked tickets ************* and *************, we found no evidence of such charges. As a result, we cannot verify that any related transactions occurred.
Additionally, the documentation provided by the complainant is insufficient, as the credit card statement does not correspond to the booking or tickets in question.
Given these findings, we believe that we have exhausted our internal review process for this case. We now consider this matter closed. Should the complainant wish to pursue this issue further, I recommend they do so through an external channel, as we will not be responding to any further communication on this matter.

Best regards,
********************
KLM Customer Care Assistant
Customer Answer
Date: 08/15/2024
Better Business Bureau:

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

[Your Answer Here]
*** ***,
Thank you for your response. However, you have yet to respond to a very simple question: did the email confirmation (which I have attached yet again) come from KLM? Clearly we paid someone when we called KLM to make the flight change that you claim was done free of charge. So if we didn't pay KLM, who did we pay?
So, once again I ask, can you PLEASE confirm that the attached receipt (which clearly matches the amount paid on the credit card statement) come from KLM?
Thank you.
***********************

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

Sincerely,

***********************
Initial Complaint
Date:07/10/2024
Type:Sales and Advertising 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 purchased tickets on KLM.com and paid more to not have to pay a change fee.I called to make a change. they quoted me to make the change around $440 for all the passengers.When I asked how come the price online CURRENTLY for the same flights is only $143 dollars more.The agent told me that its more expensive when you change your flights. When I asked multiple times to be transfered to a supervisor I was refused.I also called Delta airlines (the flight is operated by them) they confirmed with me that the price should only be $143 dollars more but they cant do the change only KLM can make it.It seems to be very dishonest to show when you purchase $0 change fee. Yet, when you want to change you are charged a higher fare!!!!
Business Response
Date: 07/12/2024
Dear BBB,

I acknowledge receipt of the case filed against our company with the BBB, referenced under ********. However, no booking references or pertinent information have been provided with the claim. Consequently, I am currently unable to proceed with addressing the matter. I kindly request the complainant to provide the relevant booking reference so that I may properly handle their case.

Best regards,
********************
KLM ******** Care Assistant
Customer Answer
Date: 07/12/2024
The record locator is *******
The names of the passengers are as follows:
***********************************
*****************************
*************************
***************************** (child)
******************************* (child)
*************************** (child)
*************************************** (child)

I am attaching the proof of interaction. When I called in to request the change, the agent said I will recieve an email to call in to confirm the tickets. When I called back the noted the price and the interaction in my record.
I called twice after and each time the agent was able to see everything noted in the record.
Feel free to contact me with any questions or clarifications
Thank you
***********************************
Business Response
Date: 07/16/2024
Dear BBB,

I hereby acknowledge receipt of the case filed against our company, referenced under case number *********

The complainant has raised concerns regarding charges applied when they purchased a booking with our company. Specifically, they were led to believe that they could make changes to their booking without incurring any fees, yet they were still subject to a charge that was not clearly represented on our website.

I would like to clarify the following points regarding our company's policy:

Fee-Free Changes: While it is true that our company offers an option for passengers to change their tickets without an additional fee,this policy only applies to the change fee itself. It does not eliminate the possibility of fare differences.

Fare Differences: When a passenger changes a booking, the cost of the new ticket may vary due to several factors such as fare differences,demand, and currency fluctuations. This is why a price difference might occur when altering an existing booking.

New Ticket vs. Altered Booking: There is a distinction between purchasing a new ticket and altering an existing booking. The fare for a new ticket may differ from the fare of the originally booked ticket,especially if there have been changes in market conditions or ticket availability. As such, the price of a new ticket online would not reflect what the price would be for changing and existing booking.

We hope this explanation clarifies the issue. Our intention is to maintain transparency and fairness in our pricing and policies. We apologize for any confusion and inconvenience this may have caused the complainant.

Best regards,
********************
KLM ******** Care Assistant
Initial Complaint
Date:07/03/2024
Type:Billing 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 a family trio to ****** through *** but the partner carrier Delta did not honor my *** Silver status and charged me for $75 per bag. I logged in to show them but they said the *** system was not loading for them.
Business Response
Date: 07/19/2024
Dear BBB,

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

Kindly allow me to state the benefits levels of the FlyingBlue Silver tier below:

Silver
The benefits of being a Flying Blue Silver member, starting at 100 XP:
Earn 6 Miles per euro spent
Priority check-in, baggage drop-off and boarding
Some free seat options 24 hours before departure
Free selection of standard seats
One free extra checked baggage item on flights with KLM or some of our partner airlines.

Please be aware that these benefits only apply to the holder of the FlyingBlue Silver status, not others on the same booking.In view of this, we believe that ************************ has been charged correctly for additional baggage and will have to reject your claim.

Best regards,

***********************************
KLM Customer Care
Initial Complaint
Date:06/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is regarding a flight: KLM Booking Code******. Delta Confirmation ****** When I arrived in JRO on May 31, my luggage was missing. I received it after 4 days with a broken wheel and items missing from the luggage. I filed a claim with KLM (#*********) for the damaged suitcase and the stolen items. They denied it because it was over 7 days from May 31. I explained that I did NOT receive my luggage until June 4; how could I know it was damaged and items were stolen? I have sent & follow-up emails asking for an update. Every email was read (I have Mail Track), yet they never responded ONCE. I think they try to wear down customers by making it impossible to communicate, but what's right is right, and what's wrong is wrong, and KLM is in the wrong.Also, I was in communication with KLM via WhatsApp texts regarding this from June 5. I have all the documentation, receipts, photos, and proof. I also filed the complaint on June 10, not June 11.
Business Response
Date: 07/19/2024
Dear BBB,

I hereby acknowledge receipt of the case filed against our company with the BBB, referenced under ********.

As I understand, this case pertains to three separate incidents concerning the complainants baggage:

Delayed Luggage:

After the passenger's journey with our company from ****** to *********** via ***** on May 31, 2024, she arrived to find that her luggage had not been loaded with her. It was subsequently delivered to her on June 4,2024. The passenger incurred some essential item expenses which she wants our company to reimburse her for.

I would like to bring to your attention that the complainant has been reimbursed in accordance with the valid receipts she presented in a direct claim with our company. Therefore, we consider this aspect of the claim resolved.

Damaged Baggage:

When the passenger received her bag on June 4, 2024, she noted that the item had sustained damage. She subsequently reported this on June 11, 2024, and requests reimbursement for the damaged item.

I understand that this claim was previously rejected because it was believed to be reported outside the allowable time limit under the Montreal Convention and our General Conditions of Carriage. I apologize for this oversight and acknowledge the validity of this claim. However, in order to reimburse the passenger for the damaged bag, we will need proof of the value of the damaged item. A screenshot of a website with the baggage price does not constitute sufficient substantiation. Therefore, I invite the passenger to send me a receipt or an evaluation from a baggage repair shop stating the value of the baggage.

Missing Contents:

The passenger noted in this BBB claim that there were some missing items from her luggage. This was not mentioned in the report filed on June ********************************************************* the Montreal Convention. As such, we cannot consider this aspect of the complainants claim.

Best regards,
********************
KLM ******** Care Assistant
Customer Answer
Date: 07/23/2024
Better Business Bureau:

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

*** continues to deny that I included proof when I reported my claim on June 10, 2024 in the time zone where I was (Tanazania....waiting for all three of my bags they lost) . I provided them with the same receipts and documentation that I provided to the BBB, yet they continue to state they "Did not receive them." I have spoken to *** agents over the phone who have reviewed the emails along with the case filed on the *** website case, and told me they "See the copies of the receipts." These two verifications of my timely submissions have case #s with the representatives I spoke to via phone as follows: #******** and #********. Today, *** informed me that they will no longer answer emails about this case and told me to "Seek support elsewhere", so that is what I am doing. You have in your possession the same documentation that I submitted to them, which that say I did not. This leaves the facts of the case that *** not only lost my luggage for four days, but when they finally located it in ******* (?) and returned it to me, it was unusable due to the fact that one wheel was broken off (they tucked it into the from pocket) and electronic were stolen from it (the receipts which both BBB and *** have.) Their first run around was that it was not "reported in a timely manner," which is 7 days for ***. It took weeks of emails, phone calls, etc. to convince them that I was not in possession of my luggage due to the fact they sent it to ******* (I had proof for that as well). Now this is their latest delay tactic. It is tiresome and wrong and I am tired of their "bullying into submission" tactics. Every time I fly with *** there is an issue with my luggage: items are stolen, a bag is damaged, bags are lost. Check all the stories on every social media-they are overflowing with ***'s terrible baggage practices and moreover how they handle the customer's complaints. Some are waiting for months for resolution! Most of the time I let it go-it's not worth my time-and that is what they hope will happen. But for me, it's just happened once too often and I am fed up as a consumer by being taken advantage by ***.

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

Sincerely,

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

Business Response
Date: 07/25/2024
Dear *****************************,

Thank you for your reply.
I would like to clarify the situation based on our records. On June 11th, 2024, you did not mention any missing items from your suitcase in your correspondence with us, nor did you provide receipts for these missing items. We received photos of a damaged suitcase, a screenshot from a suitcase website, and receipts for essential items purchased in ************
You did not report the missing items within the time frame required by the Montreal Convention, and the evidence provided was insufficient to support your claim. Therefore, our position remains unchanged.
We believe we have exhausted our internal procedures regarding this matter and consider the case closed. If you wish to dispute this further, please do so through an external channel, as we will not respond to additional communication on this matter through this platform.

Best regards,
********************
KLM Customer Care Assistant

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KLM Royal Dutch Airlines is NOT a BBB Accredited Business.