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:06/17/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12 June 2024, my sister's **********************, ************ and I departed from *********** ****** and connected through ********* and ********* KL195 for our destination in ********* 13 June 2024. Upon arrival, we noticed none of our checked bags (DL725911, DL725912, DL729788) made it. We have called tirelessly, and have been getting a run around. **************** hung up on us when we tried finding out the location of our bags. They also denied culpability and accountability about how our luggage has been handled thus far. We were given a sham delivery company "HayHay delivery" and a delivery time 12am with no means to contact them whatsoever regarding our lost luggage. It's currently 15 June 2024 and we are yet to receive our bags, which is quite frustrating because we have a flight to catch today. Without our bags, we can't proceed with our vacation. KLM has been completely irresponsible in the handling of this situation and have left us in charge of finding our bags in a foreign country ourselves which is reprehensible. Given the distress this has caused we are seeking compensation for our items not being received as well as a delivery or return of our bags. An airline that touts itself to be reputable is worse off than the least rated airline. Unacceptable. Please do better Royal Dutch.
Business Response
Date: 06/19/2024
Dear BBB,
I hereby formally acknowledge receipt of the case filed against our company referenced under ********.

As I understand the matter, after the complainant arrived in ******** from ******** via ******** and ********* on June 13th, 2024, she noted that all the checked in luggage had not been sent with them. This presented itself as an inconvenience for the complainant to which she is seeking reimbursement for.

I would like to bring your attention to the fact that according to our records, a delivery issuance was made and signed for on June 14th, 2024, for the luggage in question. Therefore, the complainant and her fellow travelers should now be in possession of their belongings.

Additionally, I would like to clarify our responsibility in regards to delayed luggage. The Montreal Convention, and our General Conditions of Carriage states that in events of delayed luggage our responsibility is to cover any first necessity item purchases (this is usually items such as clothes and toiletries). If the complainant and the remainder people in her booking incurred any such expenses, I invite them to send us itemized fiscal receipts for our review.

We thank the complainant for bringing this matter to our attention, and apologize for any inconvenience resulting from this incident.

Best regards,
******** ******************* Care Assistant
Customer Answer
Date: 06/21/2024
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:06/11/2024
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.
On 03/18, I purchased from KLM a ticket to ***** for 06/14 to 06/19. This e-mail to KLM's CEO ************** explains the issue:******************************* <******************>Thu, Jun 6, 11:51AM (5 days ago)to ********.***** booking code: ****** refund request: **************** follow up request: C-******* Dear **************:Thank you for taking the time to address my concerns.As you see from the above booking code, I was originally scheduled to fly to ******** in mid June. The daughter of a good friend is getting married. I am 75 years of age and have been undergoing multiple surgical procedures and post-op therapy that prevents me from attending the wedding party. My understanding of the ticket was that no refunds were available, but, if circumstances warranted, I would be entitled to a credit voucher for future travel.At the suggestion of a KLM agent on the phone, I filled out a request for what I believed to be a credit voucher. It was, in fact, a request for a refund. I did not seek nor did I expect a refund. As above, I understood that a refund was not available for the ticket I had purchased. I thought that since no refund was available for this ticket, the "refund" request would automatically be converted to a credit voucher request. I believed I was applying for a credit voucher. I was mistaken. I was refunded what appears to be a portion of the taxes charged: $98.69 The ticket price I had paid was $1982.10 I again called KLM and was assisted in filing the follow up request referenced above. I then received an e-mail from KLM advising me to call the reservations department, who told me that there was nothing to be done, no supervisor to speak with, no one in authority to correct this filing error.Hence, this letter to you.I humbly ask that you instruct the appropriate department of KLM to issue the credit voucher so I may have the pleasure of flying KLM when my health improves.Thank you. Sincerely,********************************** On 06/10 KLM denied my request.
Business Response
Date: 06/26/2024
Dear *******************************,
Please find below our response to the American BBB:

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

Dear BBB,

Thank you for your communication concerning our passenger ******************************* regarding the refund of his unused ticket **************
According to our records, the passenger made an online request for a refund of his ticket on 30/05/2024, as a result of which we refunded his ticket in accordance with its terms and conditions.
After receiving his refund, the passenger contacted us to explain that it was a mistake on his part and that he wished to receive a credit voucher as he was unable to travel for health reasons.
We would like to inform the passenger that if he was unable to travel due to illness, he should have contacted our service department and submitted proof from a medical professional so that we could issue him a credit voucher or rebook his ticket.
Unfortunately, we are unable to issue a travel voucher for the value of his ticket in cases like this.
Yours Sincerely,
***********************
Air ******************** Care Assistant
Customer Answer
Date: 06/28/2024
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:

[YouI have responded twice to KLM's answer to my requestAnswer Here]

****************************;<******************> Jun 17, 2024, 5:05?PM (11 days ago)

to mail.customercare, Inquiry

*** ******,
Better Business Bureau complaint #********.
Your June 12 response is lacking any justification for your denial:
"Unfortunately, we are unable to issue a travel voucher for the value of his ticket in cases like this."
Really? The office of the *** of a large multi- national corporation like yours is simply "unable" to provide a customer with a travel voucher??? No explanation needed???
I understand that I am not entitled to a refund per the ticket terms. If so, then you should not have refunded $98.69 and then kept the difference, viz, $1883.41 out of a total fare paid of $1982.10. The appropriate course for you would have been to deny my mistaken request for a refund and advise me how to apply for a travel voucher.
Perhaps "in cases like this" is your code for "we don't believe he had a medical reason for his inability to fly"
I attach a copy of a letter regarding the surgery which prevented me from attending the wedding of my friend's daughter.

As you can see, I underwent surgery on June 4 and was unable to travel until the day after June 17, my first post op visit. I will be happy to send you a copy of the entire hospital record of my surgery, should you request it.
Again, I renew my request that you issue the appropriate travel voucher.
Sincerely,
**********************************

****************************;<******************> Jun 27, 2024, 11:39?AM (23 hours ago)

to mail.customercare, Inquiry

*** *******
It has been 10 days since my last correspondence to you.
Please favor me with a reply.
Sincerely,
**********************************

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

Sincerely,

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

Business Response
Date: 07/04/2024
Dear *******************************,
Please find below our response to the American BBB:

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

Dear BBB,
We are sorry to read of the passenger's dissatisfaction with our last communication.
As explained in our previous email, the reason why the passenger only received the sum of the taxes of his ticket in the amount of ***** USD on his ticket purchased at ******* USD is that he made the request online, and we refunded him his ticket according to his terms and conditions.
In the event of illness, the passenger must contact our customer service department before the date of departure to modify the ticket or to receive a credit voucher.
However, we have reviewed the passenger's case and are pleased to inform him that we will be refunding his ticket in full.
Our finance team will contact him to follow up his refund.
The refund will be made using the same method of payment he used to purchase his ticket.
Best regards,
***********************
************************ Care Assistant
Customer Answer
Date: 07/08/2024
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:06/03/2024
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.
On May 14, 2024, I embarked on a journey from ************* to *****, ******** with a layover in *********, but our layover changed from ********* to Milan Linate and KLM changed us to a different airline, ITA Airways. Upon my arrival in *****, my luggage failed to appear at the baggage claim area. This left me, my disable wife, and son in a distressing situation as my belongings were vital for my travel and stay in ***** and *********. We did not have our luggage from May 15 to May 18, 2024, I had to utilize taxi and train services to go back and forth from our Airbnb to the airport to try to figure out where our luggage was. The total cost of these services amounted to 331. This cause a great deal of stress and ruined our vacation as we did not have our clothes, proper shoes, toiletries, etc. The airbnb did not have a dryer, so we could not dry our clothes fast enough. Not only did our luggage go missing when we arrived, but my luggage went missing upon arrival as well. This is unacceptable and we would like to be reimbursed for our flight tickets, taxi receipts to and from airport, and our airbnb stay for 4 day. Attached is a more detailed letter and receipts.*********************************
Business Response
Date: 06/11/2024
Dear BBB,

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

As I understand the matter, after the complainant's journey from ************* to ***** via ********* on May 15th, 2024, they arrived to find that their luggage had not been loaded with them. It was subsequently delayed for three days. They also noted that their bags were delayed upon their inbound arrival in ************* on May 29th, 2024. Based on this, the complainant is seeking reimbursement for incurred expenses, as well as a reimbursement of their Airbnb stay and flight tickets.

Regarding the baggage delay, I would like to inform ********************** that his rights are protected under the Montreal Convention. This states that he is eligible for reimbursement of any first necessity items expenses in the event of delayed baggage. As such, the Airbnb stay and the flight tickets are not classified as first necessity item expenses, and any reimbursement for these is ruled out.

Additionally,it is worth noting that the Montreal Convention places the responsibility for disrupted baggage on the operating airline. In itineraries with two or more operating carriers, it is common practice in the airline industry that the final operating carrier assumes liability for this and handles such cases. This is substantiated by the fact that the complainants Property Irregularity Report was issued by ITA Airways. I must therefore kindly refer ********************** to further pursue this matter through them.

Finally,for the delay of their bags upon arrival on their inbound journey, I would like to inform ********************** that this falls under our company's responsibility.However, it is important to note that this incident happened upon their arrival to their city of domicile. Therefore, it is usually hard to justify any first necessity item purchases. If the complainant can, however, present relevant documentation, we welcome this for evaluation.

Best regards,
********************
KLM ******** Care Assistant
Customer Answer
Date: 06/19/2024
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 am writing to express my dissatisfaction with the service I received during my recent trip, as detailed
below. On May 14, 2024, I purchased three airline tickets through KLM. Attached, you will find the
booking information for all three passengers, including flight details.
According to our booking, we were scheduled to depart from *** on May 14, 2024, at 13:55 PM and
arrive at **************** on May 15, 2024, at 10:20 AM. We were then to take a connecting flight at 12:00
PM with KLM to *****, ***** (********). Unfortunately, our flight from *** on May 14, 2024, was delayed
by 1.5 hours, causing us to miss our connecting flight to *****, ***** (********).
Upon arrival at ****************, we immediately informed KLM personnel of our situation and requested
seats on the next available flight to ************** as per our booking. We were told that there was only
one seat available on the next connecting flight and that we would have to wait until the next morning,
otherwise. KLM personnel then referred us to take a different airline, Italia Air, to Milan Linate and
assured us that our luggage would be transported accordingly.
We followed KLM direction and took the flight to Milan ******. However, upon arrival, our luggage was
missing. We promptly reported the missing luggage to the Lost and Found on May 15, 2024. The
personnel there informed us that they did not know the whereabouts of our luggage. We completed a
form describing our luggage in detail (color, size, material, etc.). We were told that if found, it would be
sent to our Airbnb location, or if it took longer to locate, it would be shipped back to **********, ***.
We finally received our luggage on May 18, 2024, which was delivered to our Airbnb location.
In response to KLM ************* Assistants explanation, I do not appreciate the attempt to place
blame on Italia Air. Firstly, I never received an email from KLM regarding the delayed baggage, unlike the
communication I received when my luggage was missing upon return in SFO. Secondly, we purchased
our tickets through KLM, not Italia Air. It was KLM that directed us to take Italia Air. Therefore, it is KLMs
responsibility to ensure we were accommodated on the next KLM flight to **************.
I am requesting reimbursement or a voucher for the expenses incurred, as well as compensation for the
stress and inconvenience caused by this situation. I lost three days of my vacation due to this mishap. I
do not agree with KLMs explanation and will not settle the case until a satisfactory resolution is
reached. . KLM was aware of the delayed flight from *********** and the possibility
that we would miss our connecting flight. KLM was responsible for ensuring we catch the next KLM flight
to **************. If KLM had done what they were supposed to, then we wouldnt have had any issues today.

Sincerely,

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

Business Response
Date: 07/01/2024

Dear *********************************,

Thank you for your message.
I understand your frustration and apologize for any inconvenience. Unfortunately, I cannot comply with your request or provide additional explanations beyond what has already been given.
We have exhausted our internal handling procedures for this matter and now consider this case closed. If you wish to further dispute the issue, I recommend taking it up with a third party through an external channel, as any new communication sent to this BBB case will not receive a response.
Thank you for your understanding.

Best regards,
********************
KLM Customer Care Assistant
Customer Answer
Date: 07/11/2024
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:

Dear BBB,
I am writing to express my dissatisfaction with KLM regarding Booking Reference: ******* Booking ******. As a 76-year-old man traveling with my 70-year-old wife, both of us with limited mobility, we experienced significant distress and inconvenience during our journey.
Key Issues:
Flight Delays and Poor Coordination:
Our flight from ********* to ***** (********) was delayed, departing at approximately 3:40 PM instead of the scheduled 1:55 PM. Despite arriving in *********, KLM staff guided us incorrectly, causing us to miss our connection and endure a chaotic experience.
We were eventually placed on an overbooked flight to ***** (Linate), resulting in us sitting at the back and having our carry-on luggage taken away.
Luggage Mishandling:
Upon arriving in ***** (******), our luggage was missing. The airport staff demonstrated a lack of coordination and understanding.
We filed a complaint and spent considerable time and effort tracking our luggage across multiple locations, including ************** and Milan Linate.
After numerous delays and miscommunications, we finally received our luggage on May 18, 2024, at 12:30 PM.
Additional Information:
We purchased travel insurance from *** Travel, which covers up to $400 for each delayed suitcase, and from Generali, covering up to $250 per person for delayed baggage. However, KLM's response has been inadequate and disappointing.
The customer service we encountered, especially at ***** Linate, was unprofessional and added to our distress.
Desired Outcome:
Given the severe inconvenience and distress caused, I am requesting:
A full refund or a travel voucher for the total cost of our flights.
Compensation for the delayed luggage as per our travel insurance policies.
Supporting Documents:
[Booking Confirmation/Invoice/Itinerary]
[Original Receipts for Baggage Delay]
[Settlement Check from Airline]
[Emails and Correspondence with KLM]
I hope for a swift and fair resolution to this matter so that I can enjoy future trips without such difficulties. Thank you for your attention to this complaint.
Warm regards,
Sincerely,

*********************************
Initial Complaint
Date:06/03/2024
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 booked a round-trip flight for my ******* ******** Jibro, to visit ******. Her flight was scheduled to land at ****************************** on December 31, 2023, with a return flight on January 21, 2024. As the trip approached, I checked the itinerary on my Expedia app and discovered that the airline had canceled the flight. Neither KLM nor Expedia informed me about the cancellation.Scrambling to find a solution, I had to gather additional funds to purchase a new ticket, as KLM agents were unhelpful. I contacted Travel Guard Canada for a refund since I had added cancellation protection to the booking. However, they declined my request, stating that no refund would be issued if the flight was canceled by the airline or myself.I have a call recording with the KLM agent who initially assisted me. She was surprised by the cancellation because I had previously called to inquire about changing the travel dates, but left the booking as is due to high costs.I am seeking a full refund for this transaction as I did not receive the service I paid for. My bank advised me to reach out to the BBB since it has been over 90 days and they can no longer dispute the transaction.Expedia Flight Itinerary number: ************** Please see the attached documents for more information
Business Response
Date: 06/07/2024
Dear **************,

Please find below our response to the BBB:

Dear BBB,

We regret to learn about the inconveniences ************** describes in his claim #********.
I can confirm that the tickets in question still appear to be open/unused. We would therefore advise the customer to get in contact with the ticket issuer Expedia, in order to proceed with a refund request.

Best regards,

***********************************
KLM Customer Care

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

Customer Answer
Date: 06/17/2024
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:

Expedia has not credited me back as they are still waiting for confirmation from the airline.

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

Sincerely,

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

Customer Answer
Date: 06/17/2024
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:

Expedia has not credited me back as they are still waiting for confirmation from the airline.

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

Sincerely,

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

Business Response
Date: 07/09/2024
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. Kindly treat this as our final communication
regarding this matter.

Best regards,

********** *******
KLM Customer Care
Business Response
Date: 07/09/2024
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. Kindly treat this as our final communication
regarding this matter.

Best regards,

********** *******
KLM Customer Care
Customer Answer
Date: 07/10/2024
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]

The business seems unwilling to pay me. If they genuinely intended to refund my money, they could do it. Instead, they're making me jump through hoops, which doesn't make sense.

I've spent many hours trying to connect Expedia and KLM to resolve this issue. If KLM instructs Expedia, they will comply, as shown in one of the attached chats from Expedia.

I keep wondering why this is such a difficult task.

I'm still unhappy that an unused/open ticket remains unclaimed, and they don't seem concerned.

If they can't refund my money, the least they can do is provide an e-credit that I can use to purchase another ticket. This is my request.

Thank you.

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

Sincerely,

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

Customer Answer
Date: 07/10/2024
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]

The business seems unwilling to pay me. If they genuinely intended to refund my money, they could do it. Instead, they're making me jump through hoops, which doesn't make sense.

I've spent many hours trying to connect Expedia and KLM to resolve this issue. If KLM instructs Expedia, they will comply, as shown in one of the attached chats from Expedia.

I keep wondering why this is such a difficult task.

I'm still unhappy that an unused/open ticket remains unclaimed, and they don't seem concerned.

If they can't refund my money, the least they can do is provide an e-credit that I can use to purchase another ticket. This is my request.

Thank you.

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

Sincerely,

******** *****
Initial Complaint
Date:05/28/2024
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.
My wife and I recently traveled from *******, ** to ********, *******. We purchased our airline tickets through DELTA using SkyMiles, trip confirmation number: ******. We checked two bags and left ******* (PHX) on March 5, 2024 on Delta flight #**** to *********** (LAX). We left *********** (LAX) and flew to ********* (AMS) on KLM flight #***. We then left ********* (AMS) for ******** (BUD) on March 6 , 2024 on KLM flight #****. When we arrived in ********, our bags did not arrive. We were told our bags would arrive on a flight from ********* to ******** later that day. We were given the following baggage claim receipt number: BUDKL21446. My luggage arrived later that evening. However, my wife's luggage never arrived.We filed a lost luggage claim through KLM and have been assigned the case number: C-******* with the ******** Care Assistant *****************************. As requested, we sent ***************************** an itemized receipt for the lost items and their value. ***************************** then requested our bank information. We sent her our bank information, which we were nervous about, as we have read that KLM will send customers a small amount of money, and then close those customer's claims.However, after sending our bank info, we have not heard back from KLM or DELTA. We have not received any compensation for the $6628 of missing items. We have contacted KLM via phone and email over 30 times since this issue began, and Delta over 5 times. ***************************** has never responded to emails weve sent to the address wherein she communicates with us.On Tuesday, April 30, we called KLM and the customer service agent hung up on my husband. We have not received any communication from ***************************** since April 24, despite having made multiple phone calls, sent multiple emails, and posted multiple updates on our claim. We are writing to the Better Business Bureau as we would like to be reimbursed from KLM Airlines for losing this luggage almost three months ago.
Business Response
Date: 06/03/2024
Dear ***************************,
Please find below our response to the American BBB:

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

Dear BBB,

Thank you for communicating with our passenger *************************** regarding the loss of his wife's baggage while travelling with us on 06/03/2024.

Under the Montreal Convention and the General Conditions of Carriage, the airline is liable for damage caused by a baggage incident up to an amount of ***** SDR (Special Drawing Rights), i.e. ******* EUR , at the current exchange rate.

The passenger has sent us a list of the items contained in the lost suitcase to the value of ******* USD, however we would need the purchase receipts to proceed with the reimbursement.

However, we are pleased to pay him the amount of ****** EUR as a commercial gesture.

In order to make the payment to the passenger, we invite him to send us the following information:

Name of bank :
Bank account number :
Bank code :
First name/last name as it appears on the account holder :
Your full postal address (flat number, area code) :

We invite the passenger to provide us with the receipts for his items and we will review his case.

Best regards,

******** ******
KLM Customer Care Assistant
Customer Answer
Date: 06/06/2024
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:

We have yet to be refunded any amount of money for our luggage, which KLM lost. To the BBB, please see our message back to KLM below, which should provide a sufficient explanation as to why we are unsatisfied. Thank you.

Dear *************************** and KLM ******** Service,

We have received your response to the complaint we filed through the Better Business Bureau. Please see our reply below, sent both to you and copied into our ongoing correspondence via the Better Business Bureau.

To begin, we received a message regarding our first attempt at reimbursement for the luggage which KLM lost, complaint number C-*******. This message was from *********************, a KLM ******** Care Assistant to the ****************** We were notified by ********************* that KLM closed our initial case C-*******. To reiterate from our previous statement to the Better Business Bureau, we began that reimbursement case over two months ago, for which we provided information on the lost items (and their value) as well as our bank details as requested by our previous ******** Care Assistant, Ms. ****************************** We never received any reimbursement. Throughout case C-*******, we called KLM multiple times weekly and frequently contacted our ******** Care Assistant through the case system profile as well as through email. Weeks went by without any response, which is when we sought the help of the Better Business Bureau.

We would like to note that we have been loyal customers to KLM, consistently purchasing tickets for roundtrips from the ************* to the *********** and the Netherlands to ********* for years. We are also loyal customers to KLM's partner **********************, DELTA and GARUDA, underneath the ***Team umbrella, as Platinum Medallion and Silver Medallion *** Miles ****************** respond to ******************************;recent message regarding our new case number C-8044713,

*********************** has asked us to supply receipts for the items that we have lost. However, many of the items that we purchased were purchased in-person or with cash. KLM requiring purchase receipts for lost items is a manipulative business practice. We wonder how many managers at KLM can procure a receipt for every item they pack into checked luggage? We believe requiring receipts for lost items is yet another way KLM presents barriers to passengers requesting rightful reimbursement for the inconvenience of lost luggage. However, within this fishing exercise, we have procured receipting totaling more than the Montreal Convention maximum reimbursement amount for the items lost in our luggage. Additionally, we have located the items online, for which KLM can easily price check those items' current listed prices.

*************************** has offered 600 EUR as a commercial gesture, if we are unable to procure receipts for items in our luggage that was lost by KLM on March 6th. We find this gesture insulting given the misfortune weve endured. We understand the rules and regulations set forth by the Montreal Convention. We believe we are entitled to the maximum amount as outlined by the Montreal Convention, ******* EUR.

We would like to take a moment to thank the Better Business Bureau for the help and support in resolving this case. We trusted KLM to guarantee a safe passage for our personal belongings. You can imagine how distressing it was to have many personal items lost. Unfortunately, that was just the beginning. After weeks of no response from KLM representatives, we are grateful they are finally acknowledging our case. We hope KLM representatives will cease denying full compensation for our missing possessions. This process has been trying and frustrating. We are hoping for a speedy conclusion to this unfortunate occurrence.

Thank you.
Sincerely,

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

Business Response
Date: 07/16/2024
Dear ***************************,

Please find below our response to the American BBB:

Your reference : ********

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

Dear BBB,

We are sorry to read about the passenger's disappointment regarding the handling of his claim for baggage lost on 06/03/2024.

As stated in the Montreal Convention and the General Conditions of Carriage, the airline is liable for damage caused by a baggage incident up to an amount of ***** SDR (Special Drawing Rights), or ******* EUR, at the current exchange rate and our passengers are entitled to reimbursement of their direct and proven expenses.

Unfortunately,you have not provided us with receipts to prove your lost items, therefore as a commercial gesture we have offered you the total amount of the payments corresponding to the maximum limit of liability defined by the Montreal Convention and the General Conditions of Carriage i.e. 1704 USD which we paid to you on 19/06/2024 with the following payment reference: ************

We are aware that you have provided a list of your lost items that exceed this amount.I will not be able to refund your losses in full.

Best regards,

******** ******
KLM Customer Care Assistant
Customer Answer
Date: 07/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I would like to confirm that KLM/Air France has paid my wife and I the total amount they are liable for our baggage, which they lost. Unfortunately, our items lost exceeded the value 3/4x the amount that KLM/Air France is liable according to the Montreal Convention. It *was* our hope that KLM would do the honorable thing and refund our lost items in full, but they decided to not do that. We will not continue with this complaint, as we do not expect, and indeed their customer service representatives have said, that this is the only money we will receive. We are hopeful that this message will serve as a warning for future customers as to the likely difficult and frustrating process that KLM/Air France uses to refund their passengers for their mistakes. We would like to express gratitude to the BBB for their help on this matter. If we had not reached out to the BBB, we likely would still be "battling" with KLM for any sort of reimbursement.

Thank you, please let us know if you have any questions.

Sincerely,

***************************
Initial Complaint
Date:05/20/2024
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.
KLM lost our luggage on Dec 21, 2023 on a flight from ****** to *********, and has yet to provide any reimbursement despite us reporting the luggage as lost on Dec 21st, and submitted a claim for reimbursement after 30 days of the luggage being missing, with receipts for nearly all items lost. The claim reference is C-*******, and all of our receipts and other information have been sent to and confirmed to have been received by KLM.We have had correspondence with KLM through email, with the last step being on April 14th when I sent them a photo of my ID. Their last response was April 21st saying that they are investigating. We have not heard back since, despite emailing them on May 4th to check. The status of our case number now says ******************************** agents have been at times deceptive and elusive, as evidenced by the following:- Failing to acknowledge the receipts we had sent. The instructions said to send PDF or image format without additional specific information. After weeks of automated emails reminding us to send receipts (which we sent multiple times), we manage to get additional information that the only 1 PDF can be sent at a time and within a certain file size. - One of their responses told us to reply with someone else's case number - Initial refusal to accept online receipts, even though they were the only receipts we got for the transaction (paperless receipts seem foreign to them)- After more back and forth, they tell us to send them our bank information for reimbursement, which we promptly did and then stopped receiving any replies or reimbursement from KLM. - Additionally (unrelated to lost baggage), when our flight was cancelled, their agent told us they booked us on a ******** Airlines flight from ******** to ******. We traveled on our own dime to ******** and were told that KLM hadn't secured tickets. Luckily a third part agent at the airport was able to call KLM to get them to fix their mistake.Reference: C-*******
Business Response
Date: 05/22/2024
Dear ****************,

Please find below our response to the BBB:

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 are sorry to learn that the passengers baggage was missing upon arrival in *********, where baggage file ********** was created at the airport.
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.
I can confirm that a maximum liability payment as per Montreal Convention (1999) regulations was processed to you on May 21st,2024.
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.

Best regards,

***********************************
KLM Customer Care
Customer Answer
Date: 05/30/2024
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:05/15/2024
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.
On 05/05/24, my husband and I were involuntarily downgraded from business to coach during the connecting leg of an international flight. The flight began in ********* and ended in ***********, with the downgrade occurring during the connecting flight in ********. The flight was flown by Delta, but purchased through KLM. We did not receive notice of the change or an explanation as to why we were downgraded. We were also denied access to the lounge during our layover, which was a benefit guaranteed as part of our business class fare purchase. I attempted to resolve the issue with Delta and was directed to KLM, as this is where the tickets were purchased. I requested reimbursement of the fare difference between the business class seats that I purchased and coach seats that I received, however my request was denied without explanation or further assistance. Compensation is required per EU261. In addition, business class seats remained available for purchase on the same flight on KLMs website as of 7:15am on the date of travel, despite the fact that we had been informed that no business class seats were available. I am seeking reimbursement, as provided for by EU261.
Business Response
Date: 05/31/2024
Dear **************,

Please find below our response to the BBB:

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.
Having investigated the claim at hand, I can confirm that I have re-submitted a request for the refund of 75% of the ticket value of the downgraded ticket reference. Your reference number for this is ****************. Please allow up to 28 working days for this to be processed.

Best regards,

***********************************
KLM *************
Initial Complaint
Date:05/13/2024
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.
I am writing to file a formal complaint against KLM airlines not refunding us compensation and vouchers, according to ** regulation 261/2004, due to cancelled flight KL621 from ********* to ******* on 08-Nov-2023 because of mechanical problems.Booking confirmation: ****** KLM Claim #: C-******* On 08-Nov-2023, while my wife and I, both in our seventies, were waiting to board KL621 from ********* to *******, KLM agents at the gate informed us of delays after delays and finally the cancellation of our flight KL621 due to mechanical problems. We were very confused and requested help. Agents at the terminal directed us to get booked on a next day (09-Nov) flight to *******, which we did. However, the agents told us to find accommodation on our own (no help)! We were tired and exhausted and never been in such situation before, it took us over 4 hours to finally book accommodation 10 miles away from the airport in ********* that night. Upon our return to *******, we filed a claim with KLM in order to receive our compensation for out-of-pocket expenses as well as vouchers for the cancelled flight. We also uploaded our out of pocket expenses receipts. In response, we received the following two emails from *** *********************** ****** (KLM *************** On ********* email, ** ****** acknowledged and approved the amount of 656USD compensation for our out of pocket expenses and requested our banking information to send the money to. Consequently, we provided our bank information including routing number in an email to *** ******* - On 06-Dec-23, we received an email from *** ****** acknowledging our right for two travel vouchers as follows:1- Beneficiary: *********************** Voucher# ************* Value: 868 USD 2- Beneficiary: ******************* Voucher #************* Value: 868 USD Vouchers valid for 12 months from date of issuance (06-Dec-23)Unfortunately, since then we did not receive our compensation to our bank despite the numerous communications with *** ****** and many other KLM customer care assistant agents both by phone and emails, with some of those agents giving us the run around. In addition, in March 2024, we called KLM reservation for help to use our vouchers towards the purchase of tickets to ****** this spring. To our surprise, the agent on the phone informed us that our vouchers do not exist! She then offered to transfer us to customer care. While waiting on the phone for customer care, we got disconnected. We called customer care again but the agent informed us again that the vouchers do not exist. When we requested to speak with a supervisor she hung up on us. We have been trying unsuccessfully for over seven month to pursue our legal rights with KLM. We respectfully ask your assistance in receiving our overdue out-of-pocket expenses and vouchers with new current dates (since we only have 5 month till end of the year use them.)
Business Response
Date: 05/28/2024
Dear **************,

Please find below our response to the BBB:

Dear BBB,

We regret to learn about the inconveniences ************** describes in his claim #********.
As per our previous communication with the passengers, I can confirm that they were initially offered two electronic vouchers equivalent to the (higher) value of EUR ****** each (USD ******) in line with guidelines set by ***Regulation 261/2004 when travel vouchers are offered in respect to delays and cancellations. As the passengers then decided to contact a third-party claims management company to proceed with their claim, these vouchers were invalidated and the actual legal entitlement of EUR ****** per person paid out to the claims management company that the passengers provided with a signed power of attorney. A payment for the passengers proven invoiced expenses of the equivalent of USD ****** was processed on May 24th, 2024, and will reach the passengers within 28 working days.

Best regards,

***********************************
KLM *************
Customer Answer
Date: 05/30/2024
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:

1- In an email dated Nov 30,2023 signed by *********************** ******, informing us that Our compensation of USD656 has been initiated to our bank, however, we have not received the money up till today. We requested that KLM send us the transaction details and the status of the transfer so we can trace it with our bank but we never received a response from KLM.
consequently, we contacted ****** to seek their help. ****** offered to help us with the vouchers which we did not have problems with at the time so we informed them that we already received vouched from KLM. ****** said they cannot help with the compensation.
2- We continued to contact KLM by phone and email concerning the status or proof of transfer of USD656 but never received such a proof or even the status of successful transfer of the money to our bank. Now, after 8+ month their response is to reduce the compensation to USD 285 and void our original vouchers as a punishment because we seeked help from a third party(******)
So, in conclusion, we demand that KLM respect the Law and provide us with
1- A check to the amount of USD 656 for our out of pocket expenses due to the cancelled flight. And
2 - Reissue of two vouchers of USD 868/each.

Sincerely,

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

Business Response
Date: 08/01/2024
Dear *************,
As previously mentioned, I apologise that we cannot be of more assistance as SkyCop have obtained the power of attorney to act on your behalf.
Kind regards,
*************************************
AF KL Customer Care
Customer Answer
Date: 08/23/2024
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:
I disagree with *** on their claim stating that Skycop has power of attorney! In fact Skycop has no power when it comes to out of pocket expenses!!
Also, as per *** agreement to pay us $656 for out of pocket expenses; we endured as a result of *** cancellation of our flight on November 8 2023; and the fact that *** already sent us a check of a partial payment of $285 towards our out of pocket expenses through BBB mediation a couple of month ago, We respectfully demand that *** send us a check to the amount of $371 ( the reminder of the expenses)to the following address:
***********************
***************************************************
******** ** *****
we will not settle until *** pay their dues and abide by the Law.
sincerely,
****** *** *******************
Initial Complaint
Date:05/03/2024
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 plane ticket with KLM, on April 16th, 2024. Booking code* ******, Ticket # *************, with a departure date from US on May 11th, 2024. Price $1941.50 On April 28th, 2024, I unfortunately had to cancel this ticket, due to circumstances outside of my area of influence. In order to do this, I went to the carriers website. The only option being given for my ticket was to cancel and receive a refund for the taxes paid on the ticket. There was no option to request a voucher. I still have to travel at a later date, so the voucher would have been my best option. Today, May 2nd, KLM emailed me that my refund on the $1941.50 ticket will be $84.2. This is extremely unfair, considering KLM learned about the cancellation 2 weeks in advance of the flight and will surely resell the ticket at full price. Called KLM and was told nothing can be done and I should have called to request a voucher and now its too late. But when filling the cancellation request on the website, the option for a voucher has never been offered. Moreover, the website clearly told me the only option was cancellation. KLM has scammed us of close to $2000 by not providing an option for the voucher and is unwilling to do anything else at this point. Meanwhile, they will still sell the ticket for another $2000. Really appreciate your help with this matter. We are a family of 4 living on one salary and $2000 makes a huge difference to us. Thank you in advance!
Business Response
Date: 05/08/2024
Dear BBB,

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

As I understand the matter, the complainant had a journey booked with our company under the reference ******. However, due to circumstances beyond his control, as specified by the complainant, he had to cancel the journey.Consequently, he initiated a voluntary cancellation, resulting in a refund of the taxes associated with his booking. He expresses dissatisfaction with this amount and has therefore requested a refund of the remaining amount in the form of a voucher.

Firstly, it is important to note that his ticket was non-refundable;therefore, he is only eligible for a refund as per the ticket conditions.Regarding the request for a voucher, it is crucial to specify that a voucher is only issued under certain circumstances. Hence, I suggest that if the complainant wishes to pursue this option, he provides an explanation as to what led to his inability to fly and provides documentation to substantiate his claim.

I would also like to take this opportunity to mention that the complainant had purchased some additional options for his journey. I have initiated a refund for these expenses under ****************. Once this has been processed, my colleagues in the refund department will be in direct contact with the complainant.

Best regards
***********************
Customer Engagement Specialist
******** *** *******
*** * *** ****** **************************************************** ***
Customer Answer
Date: 05/10/2024
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]
Nothing has been refunded other than the $84 out of $1941.5 paid. We have provided a 2 week heads up that we will not be able to travel on these dates, which gave KLM enough time to resell these seats at even higher rates. As of May 10th, 2024, the flights are full and the tickets are $4000+, so KLM sold our tickets for 2x what we paid AND got to keep most of the $2000 we paid. How is this not a scam?
The ticket we bought was also changeable and, with a 2 weeks heads up, the option for a voucher should have been provided. Instead, the only option offered was a refund of $84 out of a $1941 ticket. This, together with the resale of the ticket at 2x the price, seems to be a scam and we are sure we are not the only ones scammed this way by KLM.
We wish this could be solved in a civilized way, but are ready to get our attorney involved as needed.
Thank you.
*******************************

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

Sincerely,

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

Business Response
Date: 05/20/2024
Dear BBB,

I hereby acknowledge receipt of the updated communication in case *********

As per my previous correspondence, I would like to reiterate that the ticket itself is non-refundable, therefore, he would only be eligible for a refund of the taxes in this instance. However, as I have specified, under certain extraordinary circumstances, we can issue a voucher in the amount of the ticket.

Therefore, as I have previously stated, we welcome the compliant to offer an explanation as to why he could not fly, and present evidence to support his claim. If such details are not received, we cannot consider his case.

Best regards,
********************
Customer Engagement Specialist
Customer Answer
Date: 05/21/2024
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]
1. The ticket that was purchased allowed flexible dates.
2. When I had to change the dates for personal reasons, there was no option on the *** website other than cancelling the ticket. I cancelled believing that this means I will receive a voucher, since the ticket I purchased qualified me for a voucher.
3. *** acknowledges that my ticket had flexible dates, but blames me for selecting cancellation and says once that option has been selected, it's final. Again, I only selected that option because no other option was being offered on the website. The webpage clearly stated I only qualify for cancellation, which I now know not to be true. *** says I should have called, but nowhere on their website was this clearly posted that you have to call to get the voucher that my ticket qualified me for. I wasn't asking *** for a favor - I had already paid more for a ticket with flexible dates. Website should have displayed an option to change the dates of the flight, but that option was either not at all on their website or was hidden/difficult to find.
4. *** learned 2 weeks in advance of my request and resold the ticket, so my action had no impact on the business. Meanwhile, instead of providing the voucher that my ticket qualified for, they gave a refund in the 10-15% of the original price of the ticket.
5. Through all this experience, *** **************** has been unuseful, not knowledgeable and arrogant, with zero interest in solving this problem. ***'s position is that this is my mistake and it's final, but none of this would have happened if the *** website would have showed the correct information, that would help/guide me make the best decision (meaning best decision based on the ticket I purchased and the rights I have with the ticket I purchased).
6. This issue will be raised next with the IL Attorney General and any other IL based customer protection agencies. Again, I am not asking *** for a favor here. I paid for the right to change the dates of my flight and they made this work in a way that helps them, at the expense of the customer's time and money. I don't see how this can be legal and will pursue this as far as we need to.
Thanks.

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

Sincerely,

*******************************
Initial Complaint
Date:05/03/2024
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.
Hi! 3 of my family members bought this ticket from ******** to ******* for April 21. Their flight got cancelled. Then they got another ticket for April *******. Their flight got delayed so they were denied boarding because they won't be able to catch their connecting flight at *************. They got another ticket and their flight was 8:10am on May2. After being at the airport for more than 15 hrs, their flight got delayed for more than 13 hrs leading to cancellation of this flight since they would have missed their connecting flight . All of my family members are senior citizens. Their flight has been cancelled and delayed for 3 times now. They have to rent a taxi to take all their luggage and go to airport 3 times and have waited there for v long time without any accommodation or compensation which is not only inconvenient but also against basic airline rules . On top we have to take apply for time off so we could go and pick them up from the airport 3 times. According to ** Regulation 261/2004, airline compensation and passenger's legal right, they should get compensation for 1 cancelled flight ($650), 1 delayed flight for more than 4 hrs ( $1350) and 1 denied boarding($650) . This total adds to $2650 per person. Also for the inconvenience 3 separate times, Kindly issue them a business class ticket free of charge and access to sky lounge at all of their layouts.
Business Response
Date: 05/23/2024
Dear ******* *******,
Please find below our response to the American BBB:

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

Dear BBB,

We regret to have learned of the inconvenience described by complainant ******* ******* in his complaint ******** regarding the cancellation of flights ***** on 21/04/2024 and ***** on 02/05/2024.

The preamble to Regulation (EC) No 261/2004 states the following:

(7) In order to ensure the effective application of this Regulation, the obligations it creates must fall on the operating air carrier which performs or intends to perform a flight, whether with owned aircraft, dry-leased aircraft or wet-leased aircraft, or on any other basis.

The flight in question was operated by Pakistan International Airlines and we therefore invite the passenger to submit their claim to Pakistan International Airlines for consideration. Contact details are available on the airline's website.

Furthermore, according to our records, the passenger travelled between two airports outside the **, so unfortunately the statutory compensation set out in EC Regulation 261/2004 does not apply.

Yours ****************************************************** *********

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