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:01/03/2024
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.
Ref KLM/Delta airlines. On Oct 2nd My flight left ******** with a lay over in ******* and again in *********. I was then taken on a KLM plane to ******** *****, my final destination. When I arrived my baggage along with 6 other passengers was lost. (FIRKI30984) In my suitcase was my medication which I told the lost and found employee. After calling the airport 65 times I left my retreat and took a train back to ******** to get my luggage. When I arrived they told me they did not have my luggage. On the last day of my retreat my bag arrived at 8:30 am 30 min prior to me catching my taxi. I had to wash the same clothes every night and ****** toothpast and shampoo from another attendee of the retreat. This retreat was a yoga/breathing and meditation retreat. My medication is for a tremor I have in my head. I was not able to attend many classes because of my embarrassment of my tremor. Upon my arrival back in the states I called Delta to file a complaint. They told me I had to contact KLM. I spend the next two months back and forth with KLM with negative results. I was so upset, angry and frustrated with KLM so I contacted Delta again. I was again told to contact KLM. I told the woman I spoke with that KLM was not helping me, nor would they let me talk to a supervisor or have a corporate address. I am looking for compensation for my retreat that was ruined because somewhere along my flight my luggage was lost. Please let me know if you can help. I have e filed a report and updated the report several times. One woman I spoke with told me I would not be reimbursed because I sent photos of my receipts. I told her they were sending me $107 from a photo of my original receipt. They told me in order to receive the money I needed to send my bank account information. On my original report with KLM I filled out that information. I feel like I have been scammed! I need your assistance to get compensation for my loss. Thank you.
Business Response
Date: 01/09/2024
Dear BBB,

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

As I understand the matter, after ********************* journey with us from ******* to ******** ************* on the 2nd of October, 2023, she arrived to find her luggage had not been loaded with her. As per our records it arrived n the 9th of October, and due to it not being in her possession the complainant had some first necessity items expenses that she wants reimbursed. Additionally, she is claiming reimbursement for the spa resort due to her not being in possession of her medication, and deciding not to attend due to personal reasons.
Under The Montreal Convention, and our General Conditions of Carriage, we are liable in this instance to reimburse her for the delayed suitcase. The maximum liability being **** SDR. However, as with any legislation which stipulates provisions of reimbursement, the fee must be quantified and justified. In her direct claim with us, she has submitted receipts which amount to ***** EUR. There she was paid ****** EUR. We therefore intend to reimburse her the remaining amount of ***** EUR (491,8 USD).
As for the resort, we must reject this. This is due to the fact that this expense falls under indirect expenses, which is not covered by the airline in events of baggage delays. We would therefore recommend that the complainant files this with her travel insurer.

A check valued at ***** USD will be sent to the address registered in the claim. Please allow up to 28 working days for this to arrive.

Best regards,***********************
Customer Answer
Date: 01/15/2024
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:01/03/2024
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.
We were supposed to arrive in the ** on 12/21/23 from Newcastle, **. Unfortunately, Our flight from ********* to ********* was delayed due to reduced airport capacity. Hence, we missed our flight from ********* to ******* and had to spend the night in *********. We contacted Delta initially, and they said this was a KLM flight and that the flight agent would get us accommodation and feed in *********.When we spoke with the KLM agent, she said we needed to get a hotel and feed ourselves, and they would reimburse our extra and unplanned spending. We were provided information on how to file a claim. The claim has been submitted for more than a week, and I have not been able to communicate with any KLM claims agent as nothing has been done so far with the claim. I chatted via WhatsApp multiple times with KLM, and they offered no help, and neither did they provide information on how to reach their customer service to process my claim. All I am asking is a refund of unplanned spending, a total of $339.42. Talk less of the pain and agony we went through with my kids and husband to get a hotel accommodation ourselves in a country that we were not familiar with.
Business Response
Date: 01/12/2024
BBB reference: ID ********

Dear BBB,

We are sorry to hear about the flight disruption our passengers experienced while travelling from ********* (**) to ********** (***), with connection in *********.
Flight cancellation - ***** ********* to ********* - ********
This flight was cancelled due to weather conditions in *********.
We have provided assistance, and offered new flights to all passengers.
Compensation
We cannot apply the ** Compensation Regulation in cases of cancellation due to weather conditions.
Therefore, **************** can request reimbursement for expenses with meals, transport or accommodation at *****************, while waiting the next flight.
We can confirm the receipts were sent under the reference *********. We kindly ask *** ******** to reply to us with bank details, to process the reimbursement payment.

Bank Name:
Account holder's Name:
Account Number:
Routing Number:

Unfortunately, unforeseen events can sometimes lead to disruptions in our schedules. We deeply regret any inconvenience this may have caused you and appreciate your understanding as we work tirelessly to address the issues that led to the disruption.
We look forward to welcoming you on board our flights again soon and hope that in future everything will be to your entire satisfaction.

Best regards,

*************************
KLM Customer Care
Customer Answer
Date: 01/16/2024
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:

I have provided all the information requested to them on multiple occasions including following their response and yet they are yet to reimburse me.

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

Sincerely,

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

Business Response
Date: 01/26/2024
BBB reference: ID ********

Dear BBB,

We are now processing the payment for reimbursement of expenses with hotel, meals and transport due to flights cancellations.

Based on the receipts sent:
Hotel Total: EUR110.40
Taxi and meals: USD135.92

We look forward to welcoming you on board our flights again soon and hope that in future everything will be to your entire satisfaction.

Best regards,
*************************
KLM Customer Care
Initial Complaint
Date:01/02/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This pertains to incorrect charges for check-in baggage on flight KL 878.I booked my recent trip (roundtrip) through Delta from ********, ** to ******, ***** (Nov 25Dec 17). On my return flight from ****** to ********* on Dec 17, I was surprised to learn that I needed to pay $100 for the second bag. I had inquired prior to online checking earlier in the day and was told that KLM has different policies than Delta (my original flight was booked through Delta!) and hence the charge. I was also informed that since the flight was full, they would check my carry-on luggage for free. So, I decided to take a full-size bag and a carry-on (a total of 2 pieces), but I was told at the check-in counter that I needed to pay $100 for the second bag. I informed them about my earlier conversation and also showed them the text I had received from KLM regarding checking carry-on for free. It all fell on deaf ears, and I ended up paying $100 for something I should have been allowed to carry for no charge (I have attached a screenshot of the text message and the receipt of the baggage fees for your reference). There are several issues here:1. I believe it's a deceptive and dishonest practice where the information that was relayed was incorrect 2. The standard fee for the 1st bag that's charged is $40-$50, so how is charging $100 being justified?3. On my initial flight from ******** to ****** on Nov 25, I checked in 2 full-sized bags for free, so why change the policy for the same trip without notice and/or valid justification?Honestly, this experience has left a bitter taste in my mouth, and I will seriously reconsider flying with KLM for my future travels. This was my first time using KLM, as I have mainly used Delta, Air France, Lufthansa, Emirates, and ***** in the past, and it was a very disappointing experience.*********************************.
Business Response
Date: 01/11/2024
BBB reference: ********

Dear BBB,

We can find under the booking reference ******* the ticket ************* issued with 1 piece of baggage allowance.

Itinerary
****        **        ****** ******        ****        ****
***        ***              ******                   *****        ****        ******** ** ***** ******
***        ***              ******                   *****        ****
***        ***              ******                   *****        ****
***        ***             ******                   *****        **** ******** ** ***** ******

Also we can find for return flight *****, it was requested to check in cabin baggage (hand bag), and charged USD100.
Our records shows the bags weight below, and according to our conditions of travel,bags over 12Kg are not consider hang bags, and must be checked and if not in the baggage allowance, a charge may apply.

Tag numbers :
********** * ****
********** * ** **

In view of the above, we cannot offer to refund the amount charged to check the second bag (cabin bag).

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 Customer Care
Customer Answer
Date: 01/16/2024
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:

I still maintain that these are deceptive services on KLM's part and reject their explanation. I never saw any clarification regarding charging $100 for a bag when all other airlines charge $50. This price gouging is totally unacceptable.

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

Sincerely,

*********************************
Initial Complaint
Date:12/19/2023
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.
Unfortunately I bought plane ticket of KLM for my child (******-******* flight number KL0932 booking code *******. ******* is not her last destination, after arrival to ******* child travel to ******** (******). Huge problem which company made for me and my children it was lost baggage with everything - clothes, gifts and presents, KLM destroyed Christmas Holidays and 8th Birthday for my youngest daughter (December 30). KLM left my oldest child without any warm and other clothes, no one apologized or offered to pay unexpected expenses. If I even could imagine this situation I would never buy this ticket of KLM its better to fly trusted companies. No any airline representative at the airport. Communication with Airport employees was useless - they didn't want to do anything to find baggage.My child received Property Irregularity Report (file reference **************************). I tried to follow instruction on KLM site to report delayed baggage during 48 hours but system don't allowed me to select flight to file report, its look like company love to take money from customers but don't want to be responsible for own action - lost baggage, especially lost baggage on Christmas holiday, New Year and child Birthday, who was really looking forward to gifts for her Birthday, Christmas and New Year, May you imagine how upset my child now?? For whom I need say personally "thank you" for left my oldest child without any warm cloth in cold weather??Approximately cost of lost baggage **** euro (here not enough space allowed for listing) Plus Ruined Holiday mood and Dissertation notes from professor (very important!!!!!! my child is last year student at ****** Trinity ********** am disappointed of KLM quality service, they don't deserve to be named Royal Dutch Airlines
Business Response
Date: 12/22/2023
Dear BBB,

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

As I understand the matter, ** ********* daughter, ****************************** had a ticket with us traveling from ****** to ******* ************* on the 18th of December,2023. Upon her arrival to *******, she noticed her baggage had not been taken with her, and was delayed. Based on this ******************* is seeking reimbursement for the baggage discrepancy.

Having reviewed the claim we have come to the conclusion that we must reject ** ********* claim.

First it is pertinent to point out that the final operating **************************************** flew with was ***** operated by Air Baltic. Under The Montreal Convention, it is the final operating carrier who must be held responsible for any baggage discrepancy.This can also be justified due to the Property Irregularity Report which was made, **********, was issued by Air Baltic.

Additionally,I can see after her arrival on the 18th of December, 2023, that a baggage delivery issuance was made on the 19th of December, 2023. ******************* should then now, if not shortly, be in possession of her luggage.

Based on this we will therefore have to fully reject the claim.

Best regards,
***********************
KLM Customer Care
Customer Answer
Date: 01/04/2024
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 bought ticket on site KLM for whole trip from ****** to *******, I paid full amount for flight from ****** to ******* to company KLM, I didnt choose company with whom you are making flight, no one know what is exactly you delivered because no one can check it now, no one from KLM want to help on place, and yes, its mistake of KLM to file wrong information during registration in ****** what is cause situation why baggage wasnt transfer from one plane to another, please dont shift your blame onto other.
According ******* convection you must give passenger note that you use this convection and it will work in next situation....., what wasnt company did. That you divide responsibility with someone else you must warn before clients paid you money, not after something happening. I am not interesting in your contract with someone else, because we didnt receive any note that company not responsible for anything company must answer for what happened, especially because it companys fall to file incorrect information during check in in ******. KLM is company which responsible for whole flight, according ******* convection.

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

Sincerely,

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

Business Response
Date: 01/24/2024
Dear BBB,

I hereby formally acknowledge receipt of the recent communication made by the complainant in regards to case ********.

We acknowledge her point stating the ticket was purchased through us. However, we must dispute that she wasn't informed that other operating carriers were involved, as this is always stated. Firstly, on our websites when the passengers purchase their tickets, and secondly, on the booking confirmation the passenger receives once purchasing a ticket.

We appreciate that she purchased a ticket through us, and expect KLM to take liability as we oversaw her booking. However, we cannot be held liable for another companys mistake, and, as per my initial correspondence, under the Montreal Convention it is the operating carrier who is responsible for baggage irregularities. Therefore, we must still reject her case.

Best regards,
***********************
KLM *************
Initial Complaint
Date:12/18/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/15/2022 I initially contacted KLM Airlines for a refund request. My father, wife, son and daughter purchased non-refundable airline tickets to *********. My father was then diagnosed with a heart condition and told by his doctor that a long flight on a plane could threaten his life. I emailed KLM with a refund request along with a letter from his doctor. They approved the refund but it was never credited to my father's ******** Card. They repeatedly said via email and through phone calls with my wife that is was coming or was sent but has never arrived. The amount was over $2000. During the last phone call with my wife They said to contact their partner, Air France. We just want the refund that was promised to us.
Business Response
Date: 12/19/2023
Dear BBB,

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

As I understand the matter, ahead of their travels connected to booking reference ******, ********************* and his family could not travel due to his fathers health. They therefore requested a refund, which they don't feel have been sufficiently handled.

Please note that I have issued a refund request to my colleagues in the refunds department, with an urgent message, asking them to handle this claim,as appropriate, as soon as possible. They will be in touch with ********************* once it has been handled.

Best regards,
***********************
KLM *************
Initial Complaint
Date:12/13/2023
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 truly don't enjoy doing things like this, but I'm at the point where I cannot get anyone to respond to me. I unfortunately left my crossbody bag on a KLM flight to ********* as soon as I got off I informed them that it was there and they wouldn't allow me to go back or to even look for my bag. One of the worst experiences with some of the rudest people I have ever encountered.Because they refused to check the bag ended up then getting on the next flight to ******************. I contacted that airport in which they informed me they had my bag but I had to come to the airport to come get it. I know they are supposed to mail back any bag left in lost and found at my cost and I said I would gladly pay. From there I have sent 6 emails with no response. My AirPods have been stolen and taken out of their case, and my bag contained medication, drivers license, my car keys and much more. Im worried about my identity being stolen and klm doesnt seem to care. I've opened a claim with klm but getting a response has been next to impossible and the costumer service is truly one of the worst. I just want compensation for my bag and the items in it.This truly shouldn't be the situation it's turned into.Also, how beyond dangerous that a bag can be left on a plane in this day and age and no one cares to go look.
Business Response
Date: 12/20/2023
BBB ********

Dear **************************;,

Please find a copy of our response to the BBB
We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.
Best regards
*****************************
Air France KLM ************* Assistant
==================================================================
Booking reference: ******

Name: *****************************
Dear BBB
I am sorry to learn of the loss of the passengers bagduring her recent flight with us. We do understand that this can be a difficult situation.
All items found on board one of our aircraft or on property dedicated to us are automatically registered with the local lost and found department.
We understand that the passenger has been in contact with the lost and found department and kindly request her to liase with them to be reunited with her bag.

Best regards,
*****************************
Air France *************
Initial Complaint
Date:12/13/2023
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.
5/10/23 I bought 3 round trip tickets from ****** to ********* in Premium Economy for $12,501.15 total; my notes say regular economy class fare total was $5,760. 6/17, KLM wrote you were rebooked to the same flight (KL 668) on July 1. However, you have been downgraded from Premium economy to Economy class there is no premium economy class available. 6/19, Paid $1,101.19 to change our final destination to ****** (irrelevant to my complaint). 7/1 KLM cancelled our flights, but rebooked us on their sister airline Air France for 7/2. 7/2, The flights routed ** via ****** and *****, between which we were seated in regular economy class. 7/3 I filed claim C-******* with KLM for the downgrade refund and cancellation compensation. 8/2, KLM replied: *** ***** wrote that 1) downgrade compensation was $165USD travel voucher. The fare difference forwarded to refunds department. KLM promptly compensated us for the cancellation. KLM has not taken further action and I need to receive a refund for the fare difference.
Business Response
Date: 12/19/2023
BBB ********
Dear ********************************;

Please find a copy of our response to the BBB
We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.
Best regards
*****************************
Air France KLM ************* Assistant
==================================================================
Booking reference: ******

Name: *******************************
Dear BBB
According to our records, the case has been partially handled in file reference: C-*******, were ** *** compensation was paid to passenger *******************************, to the amount of 600 **R, and a refund for the fare difference regarding the downgrade on flight AF 159 on 02/07/2023 was issued on refund reference: *****************
We will issue a payment for ** 261 Compensation to passengers ****** ******************* and ***********************************, to the amount of 600 **R per passenger, and a refund for the fare difference regarding the downgrade on flight AF 159 on 02/07/2023, under new refund reference: ****************,to the same payment method, the credit card **** ending ****.
Here below you can find the details of the travel voucher(s)*
Beneficiary: *********************************;
Voucher number:
Value: 164.1 USD
Refundable value: 0 USD
Date of issuance:
*Valid for 12 months from date of issuance for purchases on Air France and KLM websites. For the full Terms & Conditions of the **** please go on our website and visit the section Legal Notices/Information and then Travel voucher conditions.
Here below you can find a confirmation of the payment requested to the bank account provided.

Passenger name:     ****** *******************
Account holder name: EWEN,****************;
Transfer Amount: 656.5 USD
Account number: XXXXX ****
* This should show on your account in 2-4 weeks, but the actual date of credit depends on the banks involved.
Here below you can find the details of the travel voucher(s)*
Beneficiary: ********************************;
Voucher number:
Value: 164.1 USD
Refundable value: 0 USD
Date of issuance:

*Valid for 12 months from date of issuance for purchases on Air France and KLM websites. For the full Terms & Conditions of the **** please go on our website and visit the section Legal Notices/Information and then Travel voucher conditions.
Here below you can find a confirmation of the payment requested to the bank account provided.

Passenger name:     ***********************************
Account holder name: *************************;
Transfer Amount: 656.5 USD
Account number: XXXXX ****

* This should show on your account in 2-4 weeks, but the actual date of credit depends on the banks involved.

Best regards,
*****************************
KLM *************

Customer Answer
Date: 12/21/2023
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 principal issue and reason for my complaint is the (lack of) refund of the fare difference, which I mentioned in the last line of my complaint, KLM has not taken further action and I need to receive a refund for the fare difference. All the other information they provide is good to know for context, but may inadvertently distract from the glaring issue: between my date of my request (to KLM) asking for compensation for the downgrade (in this case, a refund is what is due) and today is 171 days, No matter how much they say it is in process, that fact remains: the refund is outstanding. In fact, under U.S. ********** of ************** (*******) regulations, these refunds must be made promptly, which ******* defines as 7 days. The delay is not only inexcusable: it is illegal. They need to be held to account. I am completely unsatisfied with this response.

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

Sincerely,

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

Customer Answer
Date: 01/09/2024
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. They gave me a refund last week, six months after my refund request. and approximately 173 days after the legal deadline. Their payment is long overdue but I consider this issue closed.
Thank you and

Sincerely,

*******************************
Initial Complaint
Date:12/11/2023
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 had booked 2 tickets for me and my daughter on KLM Airlines. We were flying from ******** to ****** ************* on July 03, 2023. My booking reference number is ******. My flight from ******** to ********* was delayed due to the late arrival of another flight and we reached ********* 3hrs late. Due to this, we missed our connecting flight from ********* to ******. At the *****************, they informed us that they would be sending us to ****** via ***** on an Emirates flight which was after 9 hours. Other passengers traveling with us and also going to ****** got an Emirates flight to ****** via ***** just after 2 hrs. We also requested to get us in that same flight as my daughter was 12 years old and also is an asthma patient and we would not like to wait 9 hours at *****************. They denied our request, I am not sure on what basis other passengers got priority flights as they were also traveling on economy tickets. We are vegetarians and were not able to get any decent vegetarian food at *****************. There were no proper communications. Emirates flight from ********* to ****** via ***** also had a halt at ************* for 3hrs. Finally, I reached ****** on July 5th at **** pm almost 15 hours late. After reaching ****** I had a separate booking for an Air ***** flight to ******* which I missed and because of the show, my tickets were cancelled without any refund. I had to make a new booking immediately ant a much higher price. Also after landing at **************, I found out all my luggage is still at *****************. I had 4 checked baggages with all our clothes, and gifts in them. We were supposed to attend a family function and all our party clothes were in our baggage. We had to buy all new clothes for daily wear and for the function. We received our baggage after 12 days. *** offered no compensation nor they apologize for all this inconvenience, They also lied that the flight from ******** to ********* was late due to technical delays. There were announcements that they were waiting for a connecting flight and same was stated on their website
Business Response
Date: 12/19/2023
Dear ***************,

Please find below our response to the BBB:

Dear BBB,

We are sorry to learn about the situation that **************** describes in his claim #********.
First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
The passenger in question was booked from a non-************** departure point (************************) to a non-************** arrival point (*****). In view of this, ** regulation 261/2004 does not apply in this case under Article 3a) meaning that there is no entitlement to compensation.

Regarding your delayed baggage, I must inform you that since your Property Irregularity Report (***) was opened with Air India on behalf of Emirates. We will therefore have to refer you to the airline with which the *** was opened.

Best regards,

***********************************
KLM *************
Initial Complaint
Date:12/06/2023
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 purchased a flight on 12/4 12:04 am on the KLM.us website. I attempted to cancel on 12/4 around 11 pm and the system was only offering me a partial refund, not the full refund the website guarantees if you cancel within 24 hours of booking. I did make a change to my flight after booking and before cancelling, but only changed the day of the return flight and it did not change the price. I messaged with a KLM agent at about 11:30 pm through their website/WhatsApp messenger and asked why I was not being offered a full refund and only a partial and I was told it was because I made a change to the flight and there is nothing they can do. Today, 12/5, I have called customer service twice to try and get this resolved and understand why I cannot get the full refund. The first representative told me that I can file a complaint on their website but there isnt an option that fits this situation. I called back for more clarification and spoke to another representative, she told me it was in their policy that if you make any change to your flight you can no longer cancel within the 24 hrs for a full refund. I asked to see the policy and she said "customers are just supposed to know it." I asked if she could email me the policy or if I could speak to a supervisor about the issue and she said she did not have the ability to send me the policy or ANYTHING via email and refused to let me speak to anyone else about the issue. She said I could cancel the flight today but would only receive $400 of the $3482 I paid. I told her I would absolutely not cancel the flight if I'm only being offered a partial refund and that what KLM is doing directly goes against what is stated on their website and the ****** laws regarding refunds. She told me there was nothing she could do to assist me. My booking is #******* It is now too late for me to cancel this flight and book with another carrier, as I cannot change my plans and I still need to travel. I will never book with KLM again.
Business Response
Date: 12/28/2023
Dear BBB,

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

As I understand the matter, after making a booking with us under ****** she found a cheaper alternative and wanted to request a full refund.However, due to the fact that she had already made a change to the ticket, she was not able to have the booking canceled and fully refunded. She therefore opted to utilize the purchased tickets instead, but wants us to compensate her for what wouldve been a cheaper alternative as well as offer a goodwill compensation.

Having reviewed the records, we cannot unfortunately comply with her request. As the ticket is and intends to be fully utilized we cannot reimburse her for what wouldve been a cheaper alternative. Nor is it within our policy to offer goodwill gestures in circumstances such as these.

We greatly appreciate ** ********* feedback regarding the information detailed on our website. Messages such as these help us further improve our services, and I have forwarded her message to the relevant department for a review.

Best regards,
***********************
KLM *************
Initial Complaint
Date:12/01/2023
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.
KLM lost my bagges on a flight. The customer service representatives told me I could, in the meantime, replace some of the items and they promised to reimburse me. I did this and then called again to get reimbursed. I was about to submit my reimbursement claim and their representative told me NOT to submit it until I got my luggage. I don't know why. However, when I got it, I was missing some items. I called and didn't get any help. The items are whatever, I don't need them, but that is why I waited. That and I tried submitting and their website was glitching and not processing it. When I finally was able to submit it, which was within 30 days, they rejected my claims on the basis that I waited over 21 days to submit. 21 days is an arbitrary amount of time, I was never informed of this arbitrary limit, and the representative that told me to wait never informed me there was an expiration. I don't know how they can reject my claim for waiting too long when they told me to wait, when their website was down, and when items were missing from the luggage. It's completely misleading, if not downright dishonest.
Business Response
Date: 12/07/2023
BBB ********

Dear ***** ** ***** *

Please find a copy of our response to the BBB
We look forward to serving your travel needs again in the near future and to welcoming you aboard another of our flights.
Best regards
*****************************
Air France KLM ************* Assistant
==================================================================
Booking reference:******

Name: ***** ********
Dear BBB ********
In relation to the refund request made by the customer. As previously informed in file reference ********** under the Montreal Convention and the General Conditions of Carriage, passengers must submit claims for delayed baggage to the airline within 21 days of the reception of their baggage.
Our records show that the passenger received the baggage on 18/08/2023 submitted the claim on18/09/2023. Therefore, the passsenger is not *********** compensation.

Best regards,
*****************************
KLM *************

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KLM Royal Dutch Airlines is NOT a BBB Accredited Business.