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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Submit a Complaint

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:11/27/2023
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.
Taxes Refund PNR ****** I bought a ticket with miles and paid the taxes in cash in August of this year. I canceled the flight a couple of days later with an agent on the phone and was charged $56 cancelation fee. The miles of ****** was refunded to my account and told the fees of $612 will be refunded six weeks later. I never received the credit. I have called numerous times and talked to a lot of representatives and they keep telling me there's a problem and they will fix it and refund me. It's now three months and I'm still waiting for the refund. I have an email from the last representative I spoke with that they're working on it but I never heard anything back until I sent another message and got the same response that they're working on it. I'm really frustrated and don't know what else to do.
Business Response
Date: 12/11/2023
BBB ********

Dear ************************* Anim ****** ,

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/voucher request made by the customer. We have escalated to the relevant department, in order to enable the refund being processed.
We will be in contact, as soon as the ticket status is altered with the refund reference.

Best regards,
*****************************
Initial Complaint
Date:11/27/2023
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 flew via KLM to ***** on October 7th, 2023 for a 2 week mission trip. I chose to fly business class this time because two 9 hour flights back to back are hard on the body. Before my trip I called KLM to downgrade my flight home to economy premium or even economy. I was advised that since I have purchased a flex fare the flight will be refundable and to cancel my flight home once I arrive in *****. Unfortunately I do not have documentation proving this.I cancelled my flight home on October 20 (3 days before I was to fly home) and requested a refund (request ****************) . Due to there not being any Premium Economy tickets available, I booked a flight through Air France at the cost of $2,269.90. On November 6th I received a refund of ****** which is not even half of what I paid for the original ticket.I called KLM and the agent told me that there was an option for a second refund (whatever that means) and so sent a request for me on November 6th (****************). On November 15th I receive a reply that "the refund of the submitted document was already processed. The refundable amount was transferred back to your account, by the same payment method as used to purchase your ticket. Therefore, we cancelled this request".I called KLM again on November 20th. They confirmed that I had purchased the flex ticket and so requested a refund again for me (****************). They also suggested I submit a complaint via their online form. I did this and received a reply "the amount delivered for the refund of your ticket corresponds to the fare conditions of the same, so it is not possible to refund the total amount of the purchase". I don't want the full amount. I want half or at the bare minimum $2000.This morning I receive the same response "the refund of the submitted document was already processed. The refundable amount was transferred back to your account, by the same payment method as used to purchase your ticket. Therefore, we cancelled this request".
Business Response
Date: 12/11/2023
Dear BBB,
I formally acknowledge the receipt of the case filed against our company under reference ********.
As we understand it, ahead of her journey, ****************** decided that she did not want to use the original ticket she had purchased with us on her inbound journey, and thereby canceled it, and requested a refund. After this, she only received a refund of the taxes, not the fare itself. And is hereby requesting a refund of the remaining amount.
Having looked through the case, I can confirm I have submitted a new refund request to our refunds department under request ID ****************. They will be in touch as soon as this has been processed.

Best regards,
***********************
KLM *************
Customer Answer
Date: 12/13/2023
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:

I received the same generic denial from KLM for request ****************. The email says "**** **************** ***** **** ** ****** *** **** *** ****** ** *** ********* ******** *** ******* ********** *** ********** ****** *** *********** **** ** **** ******** ** *** **** ******* ****** ** **** ** ******** **** ******* ********** ** ********* **** ************* ********** *** ***** ***** *********
This is getting extremely frustrating. I feel as if they are not even looking at it. I get the same generic response every time. In the mean time, my credit card is charging me interest for the balance I feel they owe me.

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

Sincerely,

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

Business Response
Date: 01/17/2024
Dear BBB,

I hereby acknowledge the response submitted to the case filed against our company referenced under *********

Though we understand the complainant's frustration, and appreciate her attention to this matter, we have nothing further to add to this case.

We will still reject her claim on the basis of our previous correspondence.

Best regards,
***********************
KLM *************
Customer Answer
Date: 01/26/2024
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

I am sorry that KLM was unwilling to cooperate. I have started a civil litigation against KLM. This issue is now in the hands of the courts.

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

Sincerely,

*************************
Initial Complaint
Date:11/22/2023
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 baggage on my return flight from *** to *** on August 2nd. They claimed that it would be arriving on August 3rd, but it never did. They have been rude, dismissive, and uncommunicative in all aspects of this matter. 21 days after the baggage did not arrive, the bag was officially considered lost. I submitted all documents for missing items to KLM for compensation. The total of personal items lost by the airline was over $3000. I submitted receipts, an itemized lists, and links to items where I was unable to find receipts. They responded with a settlement that was far below the loss incurred. I attempted to contact them to understand how they arrived at their number ($1,183.24)While the difference is large, they have been so difficult to contact and communicate with I have given up and would just like the money that they have offered me. I have NOT yet received payment and I have asked them to follow up multiple times and give me an update on where the money is and when it is coming. They will not respond. Each time, the customer service agent tells me that someone will be in touch over email or phone. I have not heard from anyone.
Business Response
Date: 11/23/2023
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 for the baggage ******************* .
We are happy to reimburse the expenses that are proven with fiscal receipts, as follows:
Here below you can find a confirmation of the payment requested to the bank account provided.

Passenger name:     *********************
Account holder name: *********************;
Transfer Amount: 1,183.24 USD
Account number* ***** ****

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

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

To reply to this message, please use the 'Reply' function of your email.

Best regards,

************************************* * *** ********** ********** ************************** *** ****** *** * ***** *** *****
****** ****************************
***********************, ************** *** *********** **
Customer Answer
Date: 11/29/2023
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:

I provided them with receipts in excess of the amount given, I have attached all receipts which total $1900.51. KLM did not provide explanation on how they came to the number reimbursed.  I'll remind them that my actual loss is in excess of $3,000. The fact that they "are only obligated" to provide reimbursement for receipts I am lucky enough to have kept is insulting and overall terrible customer service.
I will consider this matter closed if they reimburse me for the actual amount of receipts that I was able to provide them. All of those receipts, which I have already provided to their customer service agent (******************), are again attached to this complaint.
The difference of $717.27 remains unpaid.
-*********************

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

Sincerely,

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

Business Response
Date: 12/08/2023
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 for the baggage incident: ********** .
We are happy to reimburse the expenses that are proven with fiscal receipts, the payment was processed on the 24/11/2023. Please allow 14 to 21 days for the payment to be credited.

Best regards,
*****************************
KLM *************
Initial Complaint
Date:11/20/2023
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.
Hello,-I bought a ticket from KLM on August 31st (Confirmation Number ******)-I limited search criteria to only refundable tickets because I knew it was highly likely I would need to cancel and receive a refund - I purchased a ticket which popped ** in the search that was limited to refundable tickets -I purchased directly from KLM website - I needed to cancel my ticket in order to fly together with my family on another flight -I canceled the ticket; it said did I accept the non-refundable conditions -I erroneously accepted -I contacted **** immediately to notify them of this dispute -AmEx wouldnt credit me because they said KLM showed proof that the ticket was non refundable -I lodged a refund request with KLM and have received no response (*********)- I think KLMs website either disregarded or mistakenly populated and sold me a non refundable ticket and now refuses to refund me
Business Response
Date: 12/04/2023
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. After reviewing the case, the tickets were issued on August 31st, 2023 with a non refundable fare, and the refund request: **************** on October 12th,2023.
Under the ticket conditions, passengers are eligible to get a full refund of their tickets for voluntary cancellation if they claim within 24 hours of the ticket issuance or have a flight cancellation.
We have issued a refund for the open seat allocation vouchers under reference: ****************, to the same payment method.
According to the ticket conditions, the refund was been processed accurately.

Best regards,
*****************************
Air ************ *************
Initial Complaint
Date:11/14/2023
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.
Took a flight with child from ******* with a stop in ***. The ******* flight was 3 hours delayed(app said "late incoming ********** **** missed our long haul to *******. Went to the transfer station & was given a paper that said to book a *********** WILL REIMBURSE IT(along with reasonable expenses incurred). They had no more hotel vouchers. Went to the ********** to get our ducks in a row and book a hotel. The agent at the lounge helped us to find a decent hotel, and also mentioned the same(book and KLM will reimburse).I paid 160 euros for a hotel and we were booked almost 24 hours later through ******* with a 3.5 hour layover in ******* before heading to *******. We were left overnight without any luggage any toiletries & would have over 17 hours of travel the next day(was supposed to be 8 if we had the DIR**T FLIGHT THAT WE HAD BOOKED AND PAID FOR-would also like to see a credit for the terrible flight they put us on). In the morning I was finally able to find a store, purchased some much needed toiletries, socks, and a t-shirt for my child and myself.Since we also had over 3 hours layover, I had to feed my child and myself and when we finally arrived to ******* it was midnight and typically I would take their express train, but it was so late and I didn't feel safe doing that, so we had to book an uber.I filed for reimbursement with KLM on 10/29 and uploaded all my receipts and received a message yesterday 11/13, which a portion reads below***: I am sorry that your flight KL1886 from Nrnberg to ********* on October 10th, 2023 was canceled because of a decision of air traffic control.However, the reason for this cancellation is regarded as an extraordinary circumstance and therefore the compensation set by the ** Regulation 261/2004 does not apply. ***CASE CLOSED. I don't care about the 600 euro refund I could receive for a late flight, I WANT THE COSTS I INCURRED B**AUSE OF AIRPLANE DELAYS/MISSED CONN**TIONS! My email response to KLM is ignored.
Business Response
Date: 11/21/2023
Booking reference*******

Name: ***********************************
Dear BBB ********
In relation to the refund request made by the customer. We will reimburse the expenses incurred whilst the flight was disrupted, according to the fiscal receipts provided, as follows:
Here below you can find a confirmation of the payment requested to the bank account provided.

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

* 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 Care

To reply to this message, please use the 'Reply' function of your email.

Best regards,

************************************* * *** ********** ********** ************************** *** ****** *** * ***** *** *****
****** ****************************
************************ ************** *** *********** **
Initial Complaint
Date:10/26/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a flight via *** airlines on august 3rd, 2023. When purchasing the flight, I booked the flex ticket as I wasn't sure if things would change with travel plans set for November. The *** flex ticket states that flights are both changeable and refundable. A few days after booking the flight, I made a change to the flight still with keeping the tickets as a flex option in case a refund was ever needed. However, I am now 4 weeks out from the trip and need to cancel and the agents are telling me my ticket is non-refundable. I spoke firstly to an agent named ******* who not only told me oh, well when I changed my ticket it became non-refundable but also refused to let me speak to any manager or higher up. I called again and spoke with ** who was much more helpful and told me she could see that I did purchase the flexible ticket. She escalated my concerns to the backend for assistance because the ticket that I specifically chose as Flex turned into a Standard ticket when I made a change; however, that is not what I chose. If I wanted a standard ticket, I would have saved much more money but that wouldn't suit what I needed. I spent the extra money for a Flex ticket for the ability to receive a refund. Now, I'm no longer going on the trip due to unforeseen circumstances and can't get my money back!! Then they tell me I couldn't get a voucher unless I'm sick or hospitalized.
Business Response
Date: 11/01/2023
*** ***** ******** *********************************
*** ***** *********

Dear BBB,
With regards to **************** complaint for refund of her ticket.

Our databases indicate that the refund of her ticket with reference **************** was processed on October 27 last. The original form of payment will be credited shortly, and we appreciate **************** patience in the meantime.

Regards,

******************
Air France KLM Customer Care

******************
Customer Engagement Specialist

******** NAM *******
***********************,*************, *******, *** **** **************
Customer Answer
Date: 11/07/2023
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:10/24/2023
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.
My wife and I had a 10 day vacation from *********** and ended in *****. We flew into ****** and and wife's bag made it but much to my dismay my bag got lost with everything. The Zrich airport located the bag the next day and said it would be shipped to our hotel within a day. We plan to hop around different hotels for different locations within the 10 days and notified KLM and they said it should be no problem and that the bag service would accommodate to make it right for the loss bag. It took two days for the bag to get back to Zrich airport and then another day to ship but in the meantime we hopped to a different hotel and had to buy another bag, clothing essentials etc. The baggage service was terrible and missed us to the point that 7 days later they had to send the bag to the ************* and the airport said that we would have to pick it up despite KLM saying that the ******* service people would guarantee to deliver it. We had to waste a day of plans and spend over $300 for my wife and I to take trains back-and-forth to come back to finally pick up my bag. Not only that I had to buy seven days worth of attire and was compensated a merely $370 when I paid for a total $1080.40 for a bag and clothes for 7 days. It was technically overall $1548.36 for train accommodations to pick up the bag, clothes, and a medium sized bag to put everything in. Despite me over the course of 3 months corresponding with KLM, them mixing up my claim and getting information and attachments messed up/misunderstood, them not calling and then saying travel accommodations to pick up my bag is not their fault, and simply "a consequence" despite them guaranteeing it would be delivered and we wouldn't have to mess up our plans. KLM owes me way more than $370 and has treated me terribly in the process. It seems that whoever is handling my claim doesnt know what they are doing and even has mixed up locations and said I traveled to *****, ******** when I have never been there in my life.
Business Response
Date: 10/30/2023
*** ***** ********
*** ***** *********

Dear BBB,
We acknowledge receipt of your message dated October 25 last.
We have reviewed the claim of ***********, and we have authorized an additional payment of $1054.09. This payment will be processed very shortly and we appreciate ************* patience in the meantime.
This amount covers the reimbursement of most of the first need expenses he incurred, as well as the transportation to ************* to collect his luggage.
This payment is made in addition to the previous payment of $370.00,and is made in full and final settlement of his claim.
Please be advised that credit card slips are not acceptable,as only itemised receipts are acceptable as proofs of expenses incurred.
We must also stress, once again, that we do not assume liability for any prebooked arrangements.
Best regards,
******************
Air France KLM Customer Care

******************
Customer Engagement Specialist

******** *** *******
************************************** ******** *** **** **************
Customer Answer
Date: 11/05/2023
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:10/20/2023
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 am seeking the BBB's assistance in obtaining a refund of $3325.27 from KLM. Due to a delay in KLM flight ****** (departed 9/10/23) I missed my connecting flight ****** (& subsequently ******) and became stranded at the **************** in *********. All of these flights were part of the same reservation [Conf # ******], but upon delay I was not automatically re-booked on a new return flight. At no point did KLM contact me to provide re-booking information. This is a violation of KLM's policy. When I sought re-booking assistance by a KLM agent at the airport, I was forced to wait approximately two hours in line behind several dozen other delayed/disrupted travelers, also demanding to be rebooked. As I waited, I attempted to rebook my flight w/an agent over the phone, but my call was disconnected after spending about 1 hour and 45 minutes on hold.When I reached the front of the line, the KLM agent at the desk was unable to locate my reservation in the kiosk or on her system. She said she could not rebook my flight. She directed me to book my own accommodations, including my own return flight. She assured me I would be reimbursed by KLM for my out of pocket expenses upon filing a claim.There were no seats available on same-day flights. As such I had additional expenses for staying overnight. The re-booked flight cost me $3325.27 [Conf # ******]. The original booking was $1571.15. With bag fees, I have paid KLM a total of $5046.42. KLMs delays also cost me an additional $408.61 in hotel fees, cab fare back and forth from the hotel, and additional meals. I arrived home nearly a full 24 hours late. I filed a claim on 9/16 [Claim # C-*******]. While KLM acknowledges the delay, and has since paid $357 for the overnight stay, they are refusing to pay for the most expensive component of the delaythe rebooked flight.I am seeking a full refund from KLM for the $3325.27 I had to pay out of pocket to re-book my own return trip home. Thank you.
Business Response
Date: 11/07/2023
Your reference: ********
Our reference: *********

Dear BBB,

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

We are sorry that the flight from ******** to ********* on 10/09/2023 was delayed due to meteorological problems which meant that the passenger missed his connecting flight.

In a situation like this, the legal compensation set out in EC regulation 261/2004 does not apply.

We understand that following this the passenger has booked another flight to arrive at his final destination and is requesting a refund.

According to our records, we rebooked the passenger on flight DL135 on 11/09/2023 but the passenger did not use this flight.

Unfortunately we will not be able to refund this ticket. However, we have sent a request to Delta Airline to reimburse the passenger for the unused flights on the ************* ticket.

They will contact the passenger directly.

Yours ****************************************************************
Customer Answer
Date: 11/07/2023
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:

While stranded, I was directed by KLM to rebook my own flight and assured I would be fully reimbursed for reservation #****** (ticket # *************). However, upon my return, KLM refuses to reimburse me or refund me for #******. I did exactly as KLM directed, and find myself thousands of dollars out of pocket.
To reiterate: The KLM agent directed me to book my own return flight because she could not rebook me at the desk. She could not locate my rebooking information in her system, even after I provided her my passport and receipt for reservation #******. Neither myself nor the KLM agent could access my reservation in the kiosk. KLM seemed to have no record of me as a traveler. I tried for one hour and 45 minutes to reach Delta by phone to be rebooked, and was disconnected. Even though I provided full contact information when I booked reservation #******, neither Delta nor KLM emailed me, called me, texted me, or left me a voicemail with rebooking information.
I would like to the BBB to note that I purchased *both* the initial, disrupted reservation (#******) as well as the rebooked reservation (#******) on Delta.com. These flights were operated by KLM. As it stands, Delta and KLM have been able to triple their profits on my reservation by denying me both re-booking (while stranded) as well as a refund (upon return). I cannot help but question if KLM and Delta have exploited my circumstance as a stranded traveler as to price ***** me on a return flight.
This is unacceptable to me, and cannot be addressed by a partial refund of #******.
Please honor the commitment made to me while I was stranded and issue a full refund of reservation #******.
Thank you,
***

Sincerely,

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

Customer Answer
Date: 11/17/2023
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:
*** did not rebook me. Delta did not rebook me. If they did rebook me, they failed to call me, text me, email me, or leave me a voicemail with the rebooking information. Further-- if they rebooked me-- neither Delta nor *** made this information available in the *** kiosk, and ***'s own agent could not locate it in her systems. Moreover, ***'s agent could not rebook me herself. I tried for nearly two hours to reach a Delta agent over the phone for rebooking assistance before the call was disconnected. ***'s agent directed me to book my own accommodations, and also assured me I would be reimbursed for the rebooked flight.
Finally, ***'s prior messages state Delta will contact me directly regarding this matter. However, it has now been over a week and Delta has not contacted me. Following my initial request to Delta for a refund in September, they directed me to ***.
As it stands, Delta and *** have only reimbursed me for overnight expenses. They have profited both from my initial booking (#******) as well as my out of pocket rebooking (#******)
Please reimburse or refund me for rebooked flight #******.
Thank you.

Business Response
Date: 11/29/2023
Dear *************************************,
Please find below our response to the ** BBB:

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

Dear BBB,

We regret to learn of the inconvenience described by ************************************* in the complaint ********.

We are sorry to hear that the passenger was not satisfied with our previous email.

As indicated in our previous email, our records indicate that ***** has relocated the passenger to his final destination on flight DL135 on 09/11/2023.

Unfortunately,we will not be able to refund the ticket purchased by the passenger. With regard to the unused flights on the ticket *************, we have just contacted Delta Airline again to contact the passenger as soon as possible to reimburse her.

The company will contact the passenger directly.

Yours sincerely

***********************
KLM ****************
Initial Complaint
Date:10/18/2023
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 8/2/2023 I purchased a ticket from *** in the amount of $2,058.45 for roundtrip air transportation from *******, *************, to *********** departing on 8/31/2023. On 8/31, prior to checking in for my flight I suffered severe chest pain and was transported to the hospital. Although a *** representative at the airport was notified that I was unable to fly because I was experiencing a medical emergency, and they were later provided with medical documentation from the hospital dated 8/31, *** erroneously listed me as a no show. In addition to *** airport staff, *** was also contacted via telephone, and I was told to email them which I did on 9/1. Furthermore, on 9/3 I notified *** that per section 3.3, Force Majeure invoked by a Passenger, of ***s General Conditions of Carriage for Passengers and Baggage, I invoked the provisions of Force Majeure as I was unable to fly on 8/31 due to extraordinary and unforeseeable circumstances that were beyond my control and which could not have been avoided despite all the care and attention exercised. On 9/5, I provided *** with additional medical documentation medically clearing me to continue on my journey. On 9/14 *** advised me to telephone the reservations department which I did on 9/20. During our conversation, the *** representative assured me that I would receive a flight voucher via email within a few hours of our telephone call. However, I did not receive a voucher, so I again contacted *** on 9/22 and told them that I had not received my voucher. Despite promptly notifying *** airport staff prior to my flight on 8/31 and providing *** with medical documentation, on 10/16 *** notified me that they would not be providing me with a voucher or refund. Per Section 3.3, I require *** to honor its contractual obligation, as stipulated in its General Conditions of Carriage, and provide me with a voucher or full refund. Booking reference: ******; Ticket: *************; Case reference: ********; Complaint: C-*******.
Business Response
Date: 11/09/2023
Dear BBB,

I hereby acknowledge receipt of case ******** regarding the case of ******************************** refund request for his booking ******.

As we understand it, ********************* fell ill ahead of his planned journey and could not complete his booked travels. He has been in touch with us directly attempting to retrieve a refund for his unused ticket, which has failed.

I am happy to confirm that I have issued a refund with our refunds department which has been approved under request ID ****************. ********************* may expect to see a refund reflected on the account he used to purchase the ticket within 28 working days.

Best regards,
***********************
Air France and KLM ******** Care Assistant
Customer Answer
Date: 11/09/2023
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:10/18/2023
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.
KLM left my luggage in ********* when I was on a connection from ****** to ******. It was returned to me in three days (even though the man at the airport promised me 24 hours originally), and I had to purchase clothes and toiletries as all of that was in my checked luggage. I submitted receipts for all of my items, which, if I may add, the website doesn't allow you to upload photos larger than 2 MB, which is absolutely insane. I had to condense the files down which was a whole other ordeal. They reached out asking for photos of the receipts again, which I have sent forth multiple times now, and he said that they were not sufficient and asked me to send them again. I believe they are sufficient enough, as nearly every receipt is clear and broken out to show what I had to purchase, save for the small receipt for *****, which was for a shirt and a pair of shorts. I don't have anything else to show besides these receipts. I sent them my bank information, and am now receiving emails continuously stating that I have not provided an update, which I have. I'd just like to resolve this, as I feel justified in being reimbursed for the items I had to purchase due to their mistakes. My claim number is *********.
Business Response
Date: 10/24/2023
Dear BBB,

I hereby acknowledge receipt of case ******** which pertains to *************************** delayed luggage case.

As we understand it, on her journey with us from ****** to ****** ************* on the 18th of September, she arrived at her destination without her luggage. Following this she had some first necessity item purchases amounting to ****** EUR (146 USD),for which she is seeking a reimbursement.

In a previous claim under ********* she received 105 USD, and now has filed with the BBB to receive the remainder amount of 41 USD.

Having looked through all documentation submitted in this case, it is clear it is suitably proven that the amount of the expenses is ****** USD, and we will therefore now issue the remaining amount of 41 USD to *****************. This will be in the form of a check sent to the address she has provided. Please allow 28 working days for this to arrive.

Best regards,
***********************
Air France and KLM ************* Assistant

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KLM Royal Dutch Airlines is NOT a BBB Accredited Business.