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

297 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:03/21/2024
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.
We recently travelled with KLM and this entire trip was booked through the official KLM website (Booking reference: SZJ3CE). Our original itinerary while going was *******-***********-*********-****** and return journey was ******-*********-*******-*******. However, while returning, our flight from ********* to ******* was cancelled due to technical issue (Flight KL623 on Monday February 12, 2024, 9.35AM). We were given only one option to take flight KL601 from ********* *********** scheduled to depart on Monday, February 12, 2024, 9:50 AM). If this flight would have continued, we would have landed on the ***************** (in ***********) which is completely different region of the country instead of ********** (*******) already delaying our travel by 7+ hours. However, after 7 hours in the air, flight KL601 returned to *******************) due to Lavatory issues. I dont have to elaborate on this incidence since it is already reported by several international news outlets (Please see details here **************************************************************** ).Until this time, we were already travelling/flying for more than 20 hours WITH A TODDLER. Anyone with kids will know how exhaustive it is to travel with a toddler for so many hours. We were rebooked for the ******* flight the next day and needed to go to off-airport Marriott. We had to buy ******** adapter at Marriott to charge our phones and laptop to contact our family (please see below for credit card statement). Although KLM provided food voucher, it was completely insufficient for 3 people (please see the incurred food expenses). Also, due to flight cancellation we both missed our work for one day (see below attached document). Last but not the least, it was extremely difficult and excruciating to go through all this while travelling with a 18 month old toddler.Thus. I am hereby requesting compensation as per ************** air passenger rights and the ** Regulation 261/2004.
Business Response
Date: 03/28/2024
Dear BBB,

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

As per my understanding of the matter, on the complainant's intended journey from ****** to ******* ************* and ******* on the 12th of February, 2024, their connecting flight to ******* was canceled. Subsequently, they were rerouted to ***********, where they were to connect to *******. However, the flight to *********** had to be redirected back to *********, where the complainants stayed overnight, to be rebooked to ******* via ******* the following day.

Based on this, the complainant is seeking reimbursement for care and assistance expenses, compensation under ** Regulation 261/2004, and reimbursement for loss of income.

Having reviewed the matter, I must fully reject the claim.

Regarding the care and assistance expenses, please note that we cannot accept credit card statements as proof of expenses. To be eligible for reimbursement, itemized fiscal receipts are required.

As for compensation, it's essential to recognize that the complainant's itinerary began and ended in two countries outside the *************** Therefore, the compensation outlined in the regulation does not apply. This interpretation has been affirmed by the European Court of Justice. Additionally, there is no legislation in ***************** or ***** that extends compensation for this incident.

Regarding the loss of income, it's important to clarify that this is considered an indirect loss. Under the Montreal Convention, the airline cannot be held liable for such losses. Therefore, I recommend that the complainant direct this claim to their travel insurance.

While we understand the inconvenience this journey posed for the complainant, especially when traveling with their 18-month-old toddler, we are bound by current legislation. Therefore, we respectfully reject the claim.

Best regards,
********************
KLM *************
Initial Complaint
Date:02/29/2024
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 was issued a KLM voucher (verification #: *************) for a trip I was unable to attend in the amount of $1973.45 after I was told not to fly per my doctor's recommendation. In Jan. 2024 I called KLM and purchased 4 tickets to ***** using this voucher over the phone. I then authorized the agent to charge my ********** card the remainder of the balance which came out to be $31.31 given the cost of the total flights came out to $2004.76. On 01/26/2024 three charges were deducted from my Chase account each in the amount of $501.19 equating to a total of $1503.57. I did not authorize this money to be taken from my account and would like the money refunded. I have attached images of the charges here without including any specific bank details. This issue should also be reflected within KLM documentation case #s: ********, ********, ********, as well as within several notes after calling and disputing this issue over the past month. I believe KLM should honor the agreed upon transaction which was to use the voucher to pay for the flights to **, refund the $1503.57 that was not authorized yet still taken from my account, and remedy the inconvenience caused as a result of managing KLM's malfeasance.Unfortunately, I am prepared to take legal action in court given the charges made without prior authorization, should KLM continue to refuse to refund the money stolen from my account.
Business Response
Date: 03/08/2024
*** ********
******* ********** ****** *** ******
***** *************************
Dear BBB
In relation to the refund request made by the customer. I am sorry that the voucher *************, was only used to purchase 1 of the 4 tickets requested. Therefore, we have requested an exceptional refund for the non-refundable voucher *************, to the amount of ******* USD, under refund reference: **************** and the unused voucher under reservation* ******, numbers: ************* and **************
Yours sincerely,
*****************************
Air France KLM ************* Assistant
Initial Complaint
Date:02/20/2024
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.
Took a flight on January 26 2024 ; confirmation number: ******. Booked an extra seat because I am a larger guest. When initially booking I was advised if theres open seats available Im *********** a refund for the second seat. Which there was at least 3 open seats available. I contact klm multiple times they wont refund me. They told me to also file a claim on their website which I did and they rejected it. Its in their own policy online. Im due a refund for the second seat.
Business Response
Date: 02/29/2024
Dear BBB,

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

As I understand the matter, the complainant had purchased an extra seat on his journey with us from ********* to ******** ************* on the 26th of January, 2024. He has requested this extra seat option to be refunded due to there being several other available seats on the plane.

Having reviewed the matter, I can see that the extra seat option was refunded under ****************. We thereby consider this matter as resolved.

Best regards,***********************
Customer Answer
Date: 03/01/2024
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. Ive also reviewed my credit card and confirmed the credit has been made to my account. Thank you

Sincerely,

******* *******
Initial Complaint
Date:02/20/2024
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.
A KLM flight I took from ************* to ********* was delayed by almost 5 hours. Under EC Regulation 261/2004 I am entitled to compensation aas follows: 250 for flights of 1500 km or less, 400 for flights within Europe exceeding 1500 km and for all other flights between 1500 and 3500 km, and 600 for flights of 3500 km or more. I filed a claim with KLM (claim C-*******), which was denied via Email on Jan 2 2024:I have submitted proof showing the flight delay and that I am *********** compensation
Business Response
Date: 02/26/2024
BBB reference ID ********
Air France ref. *********

We extend our sincerest apologies for the inconvenience caused due to flight disruption KL606. We understand the frustration and disappointment this situation may have caused, and we deeply regret any inconvenience you experienced.

Flight delay - ***** * ************* to ********* 1****** ***** *******
Flight was diverted to ************** (***) ******, due to a medical emergency. After passenger was disembarked and refuelling, flight continued to Amterdam. ********s who missed their onward connection were rebooked to their final destination.
This flight should arrive at 09:15 (13D**23), and arrived at 14:02.
We have offered the reprotection flight to ****** - *******

Compensation
A situation like this is regarded as an extraordinary circumstance and beyond the control of the airline. Therefore, the compensation set by the ** Regulation 261/2004 does not apply.
We can reimburse the cost with meals, transport and accommodation, if incurred while waiting at ********************** (***). Feel free to send us the receipts and bank details (Bank name, account number, routing number or IBAN).

Flight delay ****** * ********* to ****** 1****** ***** *****
Flight was delayed for 42 minutes due a technical issue.

Compensation
In this case when the delay is less than 3 hours, it does not apply ** Compensation.
We can reimburse the cost with meals, transport and accommodation, if incurred while waiting at *********. Feel free to send us the receipts and bank details (Bank name, account number, routing number, or IBAN).

Once again, we apologize for any inconvenience caused and appreciate your understanding and cooperation in this matter.

Best regards,
*************************
Air France KLM ******** Care Assistant
Initial Complaint
Date:02/20/2024
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'm a frequent flyer with LKM with #********** for over six years now. on 14th January 2024, I travelled from ****** to ***** ******* with Booking code ****** flight from ****** - ****** ********- to *********- to ***** *******. Two bags were checked in from ****** and a carrying bag was with me on the aircraft, on getting to ****** ******** during boarding inside the aircraft, some crew members approached me to release my hand luggage. Claiming it's too big to fit the overhead cabin. i insisted i can't release the bag because i have some personal items that a most important to always be with. At this junction a was given two options to either release the bag or i will be forced off the flight. I was not given any chance to take anything from the bag when they called security to move me off the flight if i don't hand over the bag to the cabin crew member. At this time i have no choice than to release the bag to avoid been removed from the flight in a strange country, on arriving in ***** on the 15th of January the following day, the two checked in bags from ****** and the hand luggage that was forced to be checked in from ****** ******** never arrived. I complained to KLM staff in ***** and i was told to come back the following day at 10pm to retrieve the delayed bags. I visited the airport as instructed the following morning and i was disappointed to see that it was only the two checked in bags from ****** that arrived with a lot of missing items in both bags and my carrying on never arrived. I continued visiting the airport every night but nothing. I waited a week and couldn't do anything i traveled because every of my personal belongings, my money, and all-important documents were inside the bag. On the 21st on January i was called my bag arrived. It was so disappointing to see my bag in that situation. Half of my belongings in the bag is missing and the bag completely damaged. I filled a complaint and KLM was requesting for receipts. of items bought years ago
Business Response
Date: 02/23/2024
Dear BBB,

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

As I understand the matter, the complainant was made to check in his carry on at ************** for his onward travel. Then upon arrival to his final destination, *****, all bags were delayed. When he subsequently received the bags, he noticed that items were missing from them. He filed a claim for compensation for the missing items, to which he received 215 USD as per our no receipt policy. He contends this amount and seeks further reimbursement.

Under the Montreal Convention, and our General Conditions of Carriage,we are liable in this instance to reimburse the passenger for the loss. The maximum liability being 1288 SDR. However, as with any legislation which stipulates provisions of reimbursement, the fee must be quantified and justified. There are no documents in the claim to substantiate any further reimbursement. We can therefore not reply favorably to the complainant's requests.

Best regards,
***********************
KLM Customer Care
Customer Answer
Date: 02/24/2024
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:

Its inhumane to face this kind of treatment from a reputable airline that Ive been flying with for over 10 years. I lost my value able items because of the unprofessional behavior of their agent . Attached are the itemized lost value

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

Sincerely,

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

Customer Answer
Date: 03/16/2024
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]
All the receipts has been submitted to them . Its absurd to say theyve not received the receipts. Provide the appropriate ways to resubmit the receipts and we shall do that as soon as possible

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

Sincerely,

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

Business Response
Date: 03/21/2024
Dear BBB,
I hereby acknowledge the dispute raised under case number *********

I understand that the passenger claims to have provided evidence of the loss by sending us a document. However, it is crucial to clarify that the only document we have received is a Word file listing the items lost by the complainant. Such documentation is not considered official proof to support any reimbursement claims. In order to proceed with any reimbursement, we require itemized fiscal receipts detailing the lost items. Without this documentation, we are unable to offer any reimbursement.

Unless the complainant can provide us with the necessary receipts, our response to this matter will remain unchanged. Therefore, I suggest that if the complainant wishes to pursue this dispute further, they do so through a third party via an external channel, as we cannot add anything further to this matter without the requisite documents.

Best regards,
********************
KLM Customer Care
Initial Complaint
Date:02/09/2024
Type:Billing 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 with our 11 month old baby are currently in the process of immigrating to another country. Due to this process there has been need to change flights with KLM Royal Dutch Airlines. The first ticket change we were charged an additional exorbitant fee from our original ticket price, to our dismay we went ahead and paid. We have now paid the 'full ticket price' and not the 'website shown price'.Due to another unforeseen circumstance we had to change the flight to a few days earlier for my wife and 11 month old, we requested this change and to our absolute surprise KLM charged once again an extremely high amount of 780 EURO to change the ticket.My wife explained to the agent on the telephone that we have already paid full price for the existing ticket and that this ticket does not have a change fee as a condition. The agent was VERY RUDE and stated 'if you do not like the price to be paid then keep your dates' - this brought my wife to tears as we are unable to pay this change fee after we have paid almost double of the ticket price to begin with.The utter lack of human decency and helpfulness is shocking! From a reputable airline where they keep on charging and charging their current clientele to the means of bankruptcy just in order to complete a life changing event like immigrating!This all towards her mother and 11 month old baby!Disgusting behavior :-(Further more KLM is unable to justify and show their calculations on the fare difference they are charging against what we have already paid for our ticket. I have proof this in writing.
Business Response
Date: 02/13/2024

BBB reference ID# ********
KLM ref* *********

Dear BBB,

To be able to handle this claim, we need more information from **********************. We kindly ask to reply to us with the booking,or ticket numbers, and any other documents to support his claim.

You can send us the above by simply replying to this email.

Your case will be put on hold with automatic reminders until you have the opportunity to do so.

Best regards,
*************************
Air France KLM ************* Assistant
Customer Answer
Date: 02/20/2024
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:02/07/2024
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 flight via Air Miles to travel on February 3, 2024 from ******* to ********* with layovers in ****************** The flight #s were *****, **************** According to itinerary, I was allowed, free of charge, 1 checked suitcase, 1 carry-on luggage & 1 personal item. The carry-on & personal item were allowed free from ******* to ********* & also from ********* to *****. The airline agents in ***** told me that I had to pay to have my carry-on be checked into the luggage compartment because the weight of my carry-on & my personal item exceeded the allowable limit. I told the agent that I did not have this problem for the previous two flights stated above.I was shuffled around between 7 airline agents who were all extremely rude to me in responding to my queries & did not offer any options but to charge me EUROS$83 that I completely did not budget for to check my carry-on into the luggage compartment. After heart-breakingly paying the above fee, I proceeded to the gate for my flight to *********. Upon arrival at the gate, to my surprise, there were a multitude of passengers for the same flight that had their carry-on luggage & personal bags far larger than mine that went into the passenger cabins with said luggage. I took pictures of this & asked several passengers if they were charged a fee for the extra ************** all said no. I'm not a very wealthy person that could easily overlook EUROS$83 & aside from that it was unfair that I was charged a fee while other passengers were not charged. Second to the above, I did also pay CDN$53 to have my seat on the plane to ********* upgraded. When I sat on the seat, it felt cold & damp as though something had spilled there. I brought this to the attention of the stewardess twice. She said there was nothing she could do although there were several empty seats on the plane. I sat on seat covers & a blanket on that seat for 13 hours. I'm asking for a refund of the above charges before escalating the matter.
Business Response
Date: 02/13/2024
Dear BBB,

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

As I understand the matter, the complainant was forced to check in her carry-on suitcase upon her departure with us from ***** to ********* on the 4th of February, 2024. In addition, she was not satisfied with the seat which was given to her and wants to be refunded for the upgrade.

Firstly, in regards to the carry-on luggage she had to check in, I can see that this weighed 10 KG, according to our systems. The maximum weight allowance on carry-on luggages is 12 KG, so a check-in of this item should not have taken place. We will therefore promptly reimburse her the charge of 120 CAD she had to pay for this. This will be sent as a check to the address the complainant has provided us with. Please allow up to 28 working days for this to arrive

For the upgrade, I must inform you that we have not reported any major incidents in regards to this seat. Neither for its functionality or its comfort. However, we do acknowledge the inconvenience the passenger states, and will as a gesture of our goodwill offer a non-refundable voucher of ***** CAD. This reflects the amount she paid for the upgrade.

Best regards,
***********************
Air ********************
Customer Answer
Date: 02/26/2024
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]
I did not pay for a seat upgrade with a voucher. I paid with my credit card. I am therefore requesting a refund for the seat upgrade to my credit card or in the form of a check and not in the form of a voucher which will be a loss to me as I most likely will not ever redeem this voucher. It should be obvious to the administrative team of KLM that the fact that the stewardess had to provide a seat cover meant that there was an issue with the seat. The stewardess placed her hands on the seat and acknowledged in the presence of two passengers who were seated beside me that the seat was indeed wet and that she would come back to me after take off to assist me further. She never returned. The passengers seated next to me also felt and acknowledged that the seat was wet. Perhaps KLM should contact these passengers for their statements. If there was no report of this matter, then the parties involved should be disciplined. I should not be held responsible for the stewardess not reporting the matter. KLM kindly refund my seat upgrade fee. Thank you.

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

Sincerely,

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

Business Response
Date: 02/29/2024
Dear BBB,

I can confirm that we have received the dispute made by the passenger in case *********

We believe to have exhausted our internal handling procedure and have nothing further to add to the matter. Should the complainant wish to further pursue the matter, it will have to be done through a third party via an external channel.

Best regards,
***********************
Air ********************
Initial Complaint
Date:02/07/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had booked my travel with KLM airlines in advance for my trip from ***** to the ** via AMS which is about 25+ hours worth of travel. I made sure that I have enough time in transit to be able to catch the next flight, as well as keeping the wait time short- I have paid higher prices for the same. I got to the airport way ahead of time and went to drop my luggage, where the ground staff informed me that they can only give me a baggage tag until *****, which means I will have to collect my luggage on my Arrival in *****, get out of the terminal, drop the luggage again and then go through the security check- all of this without a ***** The ground staff completely refused to help me because their system did not accept the code share. I stood at the counter for close to 3 hours without receiving any help, they made it very clear that this is not their problem and I was asked to reach out to KLM.I found out that the flight was delayed. It did not reach ***** on time and by the time we got out of the flight, the gates for the next flight were closed. My wife got on a call with KLM to get a resolution from them and the best option that they came up with was to re-book the next flight to ********* the next day, which was going to depart in the next 24 hours, KLM agreed to covering the hotel charges and other expenses (Food) while I waited for my next flight. We contacted them again regarding the luggage, the agent completely lost his cool on my wife saying that this is out of scope for them and that I need to contact the ground staff, we repeated the fact that there is no KLM staff available at the airport and they will only be physically available 3 hours before the departure, I eventually had to pay for baggage transfer in *****.As directed by KLM support we filed a claim ($5600.00) with KLM and did not have a resolution, we called KLM again and then the call would only get disconnected, which indicates that the phone number has been blocked.
Business Response
Date: 03/05/2024
*** ********
******* ********** ******
***** ***********************

Dear BBB
In relation to the compensation request made by the customer. I am sorry that the flight ***** from ****** to ********* on December 29, 2023, was cancelled due to cockpit reasons. However, the cancelation of the second flight caused the passenger to miss the connecting flight. As a result, he was rebooked on the next available flights EK529 from ********* to *****, flight KL428 from ***** to ********* and flight KL6027 from ********* to ************** on the following day.
We have complied with our obligations to limit as much as possible the inconvenience caused by this circumstance.
However, the full itinerary started and ended in countries that are outside the *************** The European Court of Justice has ruled that the legal compensation set by the ** Regulation 261/2004 does not apply to such an itinerary. The journey from origin to destination, in this case, was from ********* to **************. Therefore, I cannot respond favourably to the request.
Furthermore, the expenses incurred whilst disrupted were paid under file reference C-*******, to the amount of 438USD.
Regarding the baggage transfer fee charged by Emirates, we kindly request that the passenger forwards us the receipt, for analysis.
Best regards,
*******************************************;| NEB Engagement Specialist (***********************), AIR FRANCE KLM & DELTA AIR LINES
Customer Answer
Date: 03/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not completely resolved, the amount disbursed is less that what i incurred.
I am also attaching the receipts that I had to pay for while i was in ***** and they did not refund me for all the charges.

Sincerely,

***********************
Initial Complaint
Date:01/08/2024
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 was flying from *** to *** ************* on 29th december. On my flight from *** to *** I used my points to get unlimited wifi used **** points which the wifi ended up not working a fhrough the flight. I ne ver got a refund. Also I upgraded to comfort on my flight to NBO from AMS but because of faulty wifi the payment didnt reflect as paid until I landed in Niarobi. Consequently they never upgraded me to seat 14E and I remained on seat 54B the whole flight. I claimed for a refund and they just emailed that I do not quality for a refund. My upgrade amount was ***************************************************************************** place to ensure proper comnnunication with customers and within the company.Thank you for your consideration
Business Response
Date: 01/09/2024
BBB reference: ********

Dear BBB,

We can find under the booking reference ******, that **** ******** have paid to use the wi-fi service during flight, therefore it was not available due to a technical problem.
We have processed the refund (ID- ****************** via Flying Blue points.
We are also processing the refund for upgrade paid for flight KL565, as the payment was not confirmed before flight boarding, and it was not possible to use seat on Premium Economy as requested.

Refund ID - **************** - Via credit card Amex.

Once again, we sincerely apologize for the inconvenience and frustration you experienced. We value your business and hope that you will consider giving us another opportunity to serve you in the future.

Best regards,

*************************
Air France KLM ******** Care Assistant
Customer Answer
Date: 01/12/2024
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:01/08/2024
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 August 11 2023, I purchased a premium economy ticket through the Air France site (#******). I paid extra for this ticket to have the option to cancel. On December 18, I logged into my Flying Blue account and noticed I was being offered the possibility of paying extra for a better economy seat for the LA to ********* leg of the trip, and offering me the chance to accept the same flight in economy class. when purchasing the ticket, I was not notified that I was buying this ticket (eight months in advance) so as to give KLM the free option to cancel and keep the benefit of holding my money for months, so retain the time value of money.The customer service operators I spoke with were all rude and snarky and useless. None were based in Europe or the US. Lodging a complaint (*********) resulted in no offer of resolution. AirFrance/KLM have in effect helped themselves to a free option (and four months-worth of the time value of the money I paid for my ticket), which is a real problem. The correct thing to do, from the very start would have been to offer me an upgrade.
Business Response
Date: 01/09/2024
Dear *****************************************,

Please find below our response to the ******** BBB:

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

Dear BBB,

We regret to learn of the inconvenience described by ****************************** her complaint *********
The passenger was downgraded on flight KL602 from *********** to ********* on April 27, 2023 due to the configuration of the cabin and unfortunately we were not able to place him in Premiere Economy class as we no longer have a seat.

As a result, we have refunded the passenger's ************* and ************* tickets at his request.

Unfortunately, the passenger is not *********** compensation as he cancelled the ticket. However, as a gesture of goodwill, we are pleased to offer him a non-refundable credit note in the amount of ***** USD for the inconvenience suffered.

Yours Sincerely,

******** ******
Air France KLM Customer Care
Customer Answer
Date: 01/31/2024
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:

*** ******,

The BBB format limits the number of words that can be included in any complaint. I did not therefore have an opportunity to describe why I chose to request a refund when I did.

After speaking to two "customer service" agents ("Queen", and her supervisor "***********") and being denied any assistance by the agent responding on behalf of Flying Blue ("*****"), I called again and spoke with "****" to discuss options. She said I could exchange my ticket for a (then lower price premium economy ticket) on another route between *** and VIE, but recommended that I not ask for a refund until after completing my flight in late April. In other words, in addition to the hours and stress I had already spent and endured on the problem created by KLM, I would have to spend more time on the issue if I actually wanted a refund reflecting the decrease in the price of premium economy tickets between August and December. Also, at this point, having gone through the wringer that has been set up by KLM to insulate anyone at the company authorized to make discretionary decisions from client complains, i.e., the outsourced sham of a "customer service" and complaint staff, I did not feel comfortable with the idea that any premium economy ticket I obtained in exchange for the original could again be downgraded at KLM's option.

At this point, decided to exercise a right I had since the day I purchased this ticket (for which I paid more than $50) and requested a refund. This was not a privilege granted as a result of KLM eliminating the class of service sold to me on the flight I had chosen.

I had originally chosen this specific route and class of service due to health reasons that make it impossible for me to undertake this trip in economy class and make it difficult to endure long layovers, especially without access to the business class lounge. An economy flight was never an option for me.

Your offer of a $50 certificate as a "good will" gesture is again ridiculous. By purchasing the ticket in August, I entered into a contract with KLM as carrier. Nothing forewarned me of just how asymmetrical the contract was meant to be: I was not aware that, from KLM's perspective, the carrier had sold a ticket without finalizing its choice of aircraft and configurations, and assuming they could just hold on to the purchase amount and then offer a refund (without any recompence for the time value of money or the time it has taken to try to address this situation). I was not aware that KLM viewed the transaction as a free option to fly me in the class of service and route chosen. To put it plainly, you are running a scam (a word volunteered by super rude and snarky "***********"), because in fact KLM has already benefited from my purchase (notwithstanding the eventual refund).

An upgrade from Premium Economy to Business Class was and remains the minimum possible recompense for the issue KLM has created.

Very sincerely,
*****************************************

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

Sincerely,

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

Business Response
Date: 02/02/2024
Dear *****************************************,
Please find below our response to the ******** BBB:

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

Dear BBB,
Our investigation confirms that the passenger purchased a flight with ** on 11/08/2023 from *********** to ****** with a connection in ********* scheduled for 27/04/2024 in Premium Economy.
On 14/12/2023, we informed the passenger of a change in configuration of flight KL602 from *********** to ********* with a change from Premium to Economy class.
We then informed the passenger that he could be rebooked on an Air France flight in Premium Economy or request a refund of his ticket.
Our records show that the passenger opted for a full refund on 18/12/2023 and that our payment team validated the refund on 20/12/2023.
This situation does not allow us to respond favourably to the passenger's request.
Yours Sincerely,
******** ******
Air France KLM Customer Care

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