ComplaintsforKLM Royal Dutch Airlines

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is regarding a flight: KLM Booking Code******. Delta Confirmation ****** When I arrived in JRO on May 31, my luggage was missing. I received it after 4 days with a broken wheel and items missing from the luggage. I filed a claim with KLM (#*********) for the damaged suitcase and the stolen items. They denied it because it was over 7 days from May 31. I explained that I did NOT receive my luggage until June 4; how could I know it was damaged and items were stolen? I have sent & follow-up emails asking for an update. Every email was read (I have Mail Track), yet they never responded ONCE. I think they try to wear down customers by making it impossible to communicate, but what's right is right, and what's wrong is wrong, and KLM is in the wrong.Also, I was in communication with KLM via WhatsApp texts regarding this from June 5. I have all the documentation, receipts, photos, and proof. I also filed the complaint on June 10, not June 11.

  Business response

  07/19/2024

  Dear BBB,
  
  
  
  I hereby acknowledge receipt of the case filed against our company with the BBB, referenced under ********.
  
  As I understand, this case pertains to three separate incidents concerning the complainants baggage:
  
  Delayed Luggage:
  
  After the passenger's journey with our company from ****** to *********** via ***** on May 31, 2024, she arrived to find that her luggage had not been loaded with her. It was subsequently delivered to her on June 4,2024. The passenger incurred some essential item expenses which she wants our company to reimburse her for.
  
  I would like to bring to your attention that the complainant has been reimbursed in accordance with the valid receipts she presented in a direct claim with our company. Therefore, we consider this aspect of the claim resolved.
  
  Damaged Baggage:
  
  When the passenger received her bag on June 4, 2024, she noted that the item had sustained damage. She subsequently reported this on June 11, 2024, and requests reimbursement for the damaged item.
  
  I understand that this claim was previously rejected because it was believed to be reported outside the allowable time limit under the Montreal Convention and our General Conditions of Carriage. I apologize for this oversight and acknowledge the validity of this claim. However, in order to reimburse the passenger for the damaged bag, we will need proof of the value of the damaged item. A screenshot of a website with the baggage price does not constitute sufficient substantiation. Therefore, I invite the passenger to send me a receipt or an evaluation from a baggage repair shop stating the value of the baggage.
  
  Missing Contents:
  
  The passenger noted in this BBB claim that there were some missing items from her luggage. This was not mentioned in the report filed on June ********************************************************* the Montreal Convention. As such, we cannot consider this aspect of the complainants claim.
  
  
  
  Best regards,
  ********************
  KLM ******** Care Assistant

  Customer response

  07/23/2024

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

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

   

   

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  07/25/2024

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 12 June 2024, my sister's **********************, ************ and I departed from *********** ****** and connected through ********* and ********* KL195 for our destination in ********* 13 June 2024. Upon arrival, we noticed none of our checked bags (DL725911, DL725912, DL729788) made it. We have called tirelessly, and have been getting a run around. **************** hung up on us when we tried finding out the location of our bags. They also denied culpability and accountability about how our luggage has been handled thus far. We were given a sham delivery company "HayHay delivery" and a delivery time 12am with no means to contact them whatsoever regarding our lost luggage. It's currently 15 June 2024 and we are yet to receive our bags, which is quite frustrating because we have a flight to catch today. Without our bags, we can't proceed with our vacation. KLM has been completely irresponsible in the handling of this situation and have left us in charge of finding our bags in a foreign country ourselves which is reprehensible. Given the distress this has caused we are seeking compensation for our items not being received as well as a delivery or return of our bags. An airline that touts itself to be reputable is worse off than the least rated airline. Unacceptable. Please do better Royal Dutch.

  Business response

  06/19/2024

  Dear BBB,
  I hereby formally acknowledge receipt of the case filed against our company referenced under ********. 
  
  As I understand the matter, after the complainant arrived in ******** from ******** via ******** and ********* on June 13th, 2024, she noted that all the checked in luggage had not been sent with them. This presented itself as an inconvenience for the complainant to which she is seeking reimbursement for.
  
  I would like to bring your attention to the fact that according to our records, a delivery issuance was made and signed for on June 14th, 2024, for the luggage in question. Therefore, the complainant and her fellow travelers should now be in possession of their belongings. 
  
  Additionally, I would like to clarify our responsibility in regards to delayed luggage. The Montreal Convention, and our General Conditions of Carriage states that in events of delayed luggage our responsibility is to cover any first necessity item purchases (this is usually items such as clothes and toiletries). If the complainant and the remainder people in her booking incurred any such expenses, I invite them to send us itemized fiscal receipts for our review. 
  
  We thank the complainant for bringing this matter to our attention, and apologize for any inconvenience resulting from this incident.
  
  Best regards,
  ******** ******************* Care Assistant

  Customer response

  06/21/2024

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

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  Business response

  06/26/2024

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

  Customer response

  06/28/2024

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

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

   

  ****************************;<******************> Jun 17, 2024, 5:05?PM (11 days ago)
  
  
  
  to mail.customercare, Inquiry
  
  
  
  
  
  
  *** ******,
  Better Business Bureau complaint #********.
  Your June 12 response is lacking any justification for your denial:
   "Unfortunately, we are unable to issue a travel voucher for the value of his ticket in cases like this."
  Really? The office of the *** of a large multi- national corporation like yours is simply "unable" to provide a customer with a travel voucher??? No explanation needed???
  I understand that I am not entitled to a refund per the ticket terms. If so, then you should not have refunded $98.69 and then kept the difference, viz, $1883.41 out of a total fare paid of $1982.10. The appropriate course for you would have been to deny my mistaken request for a refund and advise me how to apply for a travel voucher.
  Perhaps "in cases like this" is your code for "we don't believe he had a medical reason for his inability to fly"
  I attach a copy of a letter regarding the surgery which prevented me from attending the wedding of my friend's daughter.
  
  
  As you can see, I underwent surgery on June 4 and was unable to travel until the day after June 17, my first post op visit. I will be happy to send you a copy of the entire hospital record of my surgery, should you request it.
  Again, I renew my request that you issue the appropriate travel voucher.
  Sincerely,
  **********************************
  
  
  
  
  
  ****************************;<******************> Jun 27, 2024, 11:39?AM (23 hours ago)
  
  
  
  to mail.customercare, Inquiry
  
  
  
  
  
  
  
  *** *******
  It has been 10 days since my last correspondence to you.
  Please favor me with a reply.
  Sincerely,
  **********************************
  

   

   

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

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  07/04/2024

  Dear *******************************,
  Please find below our response to the American BBB:
  
  Your reference : ********
  Our reference : *********
  
  Dear BBB, 
  We are sorry to read of the passenger's dissatisfaction with our last communication.
  As explained in our previous email, the reason why the passenger only received the sum of the taxes of his ticket in the amount of ***** USD on his ticket purchased at ******* USD is that he made the request online, and we refunded him his ticket according to his terms and conditions.
  In the event of illness, the passenger must contact our customer service department before the date of departure to modify the ticket or to receive a credit voucher.
  However, we have reviewed the passenger's case and are pleased to inform him that we will be refunding his ticket in full.
  Our finance team will contact him to follow up his refund.
  The refund will be made using the same method of payment he used to purchase his ticket.
  Best regards,
  ***********************
  ************************ Care Assistant

  Customer response

  07/08/2024

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

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 14, 2024, I embarked on a journey from ************* to *****, ******** with a layover in *********, but our layover changed from ********* to Milan Linate and KLM changed us to a different airline, ITA Airways. Upon my arrival in *****, my luggage failed to appear at the baggage claim area. This left me, my disable wife, and son in a distressing situation as my belongings were vital for my travel and stay in ***** and *********. We did not have our luggage from May 15 to May 18, 2024, I had to utilize taxi and train services to go back and forth from our Airbnb to the airport to try to figure out where our luggage was. The total cost of these services amounted to 331. This cause a great deal of stress and ruined our vacation as we did not have our clothes, proper shoes, toiletries, etc. The airbnb did not have a dryer, so we could not dry our clothes fast enough. Not only did our luggage go missing when we arrived, but my luggage went missing upon arrival as well. This is unacceptable and we would like to be reimbursed for our flight tickets, taxi receipts to and from airport, and our airbnb stay for 4 day. Attached is a more detailed letter and receipts.*********************************

  Business response

  06/11/2024

  Dear BBB,
  
  
  
  I hereby formally acknowledge receipt of the case filed against our company, referenced under *********
  As I understand the matter, after the complainant's journey from ************* to ***** via ********* on May 15th, 2024, they arrived to find that their luggage had not been loaded with them. It was subsequently delayed for three days. They also noted that their bags were delayed upon their inbound arrival in ************* on May 29th, 2024. Based on this, the complainant is seeking reimbursement for incurred expenses, as well as a reimbursement of their Airbnb stay and flight tickets.
  
  Regarding the baggage delay, I would like to inform ********************** that his rights are protected under the Montreal Convention. This states that he is eligible for reimbursement of any first necessity items expenses in the event of delayed baggage. As such, the Airbnb stay and the flight tickets are not classified as first necessity item expenses, and any reimbursement for these is ruled out.
  
  Additionally,it is worth noting that the Montreal Convention places the responsibility for disrupted baggage on the operating airline. In itineraries with two or more operating carriers, it is common practice in the airline industry that the final operating carrier assumes liability for this and handles such cases. This is substantiated by the fact that the complainants Property Irregularity Report was issued by ITA Airways. I must therefore kindly refer ********************** to further pursue this matter through them.
  
  Finally,for the delay of their bags upon arrival on their inbound journey, I would like to inform ********************** that this falls under our company's responsibility.However, it is important to note that this incident happened upon their arrival to their city of domicile. Therefore, it is usually hard to justify any first necessity item purchases. If the complainant can, however, present relevant documentation, we welcome this for evaluation.
  
  
  
  Best regards,
  ********************
  KLM ******** Care Assistant

  Customer response

  06/19/2024

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

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

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business response

  07/01/2024

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

  Customer response

  07/11/2024

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

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

   Sincerely,

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

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  06/07/2024

  Dear **************,
  
  Please find below our response to the BBB:
  
  Dear BBB,
  
  We regret to learn about the inconveniences ************** describes in his claim #********.
  I can confirm that the tickets in question still appear to be open/unused. We would therefore advise the customer to get in contact with the ticket issuer Expedia, in order to proceed with a refund request.
  
  Best regards,
  
  ***********************************
  KLM Customer Care
  
  *********************************** * *** ********** ********** **************** *** ****** *** * ***** *** ***** ****** ********************** *** ****** ***
  
  

  Customer response

  06/17/2024

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

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

   

   

   

   

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

  
  Sincerely,
  
  ******** *****
  
  
  
  
   
  

  Customer response

  06/17/2024

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

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

   

   

   

   

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

  
  Sincerely,
  
  ******** *****
  
  
  
  
   
  

  Business response

  07/09/2024

  Dear BBB,
  
  We are sorry to learn that *** ***** remains dissatisfied with the resolution to his claim #*********
  However, there is unfortunately nothing else that we can add to our previous statement. We will therefore have to respectfully decline the claim. Kindly treat this as our final communication regarding this matter.
  
  Best regards,
  
  ********** *******
  KLM Customer Care

  Business response

  07/09/2024

  Dear BBB,
  
  We are sorry to learn that *** ***** remains dissatisfied with the resolution to his claim #*********
  However, there is unfortunately nothing else that we can add to our previous statement. We will therefore have to respectfully decline the claim. Kindly treat this as our final communication regarding this matter.
  
  Best regards,
  
  ********** *******
  KLM Customer Care

  Customer response

  07/10/2024

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

  [Your Answer Here]

   

  The business seems unwilling to pay me. If they genuinely intended to refund my money, they could do it. Instead, they're making me jump through hoops, which doesn't make sense.
  
  I've spent many hours trying to connect Expedia and KLM to resolve this issue. If KLM instructs Expedia, they will comply, as shown in one of the attached chats from Expedia.
  
  I keep wondering why this is such a difficult task.
  
  I'm still unhappy that an unused/open ticket remains unclaimed, and they don't seem concerned.
  
  If they can't refund my money, the least they can do is provide an e-credit that I can use to purchase another ticket. This is my request.
  
  Thank you.
  

   

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

  
  Sincerely,
  
  ******** *****  
  
  
  
   
  

  Customer response

  07/10/2024

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

  [Your Answer Here]

   

  The business seems unwilling to pay me. If they genuinely intended to refund my money, they could do it. Instead, they're making me jump through hoops, which doesn't make sense.
  
  I've spent many hours trying to connect Expedia and KLM to resolve this issue. If KLM instructs Expedia, they will comply, as shown in one of the attached chats from Expedia.
  
  I keep wondering why this is such a difficult task.
  
  I'm still unhappy that an unused/open ticket remains unclaimed, and they don't seem concerned.
  
  If they can't refund my money, the least they can do is provide an e-credit that I can use to purchase another ticket. This is my request.
  
  Thank you.
  

   

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

  
  Sincerely,
  
  ******** *****  
  
  
  
   
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  Business response

  06/03/2024

  Dear ***************************, 
  Please find below our response to the American BBB:
  
  Your reference : ********     
  Our reference : *********     
  
  
  Dear BBB, 
  
  Thank you for communicating with our passenger *************************** regarding the loss of his wife's baggage while travelling with us on 06/03/2024.
  
  Under the Montreal Convention and the General Conditions of Carriage, the airline is liable for damage caused by a baggage incident up to an amount of ***** SDR (Special Drawing Rights), i.e. ******* EUR , at the current exchange rate. 
  
  The passenger has sent us a list of the items contained in the lost suitcase to the value of ******* USD, however we would need the purchase receipts to proceed with the reimbursement.
  
  However, we are pleased to pay him the amount of ****** EUR as a commercial gesture.
  
  In order to make the payment to the passenger, we invite him to send us the following information:
  
  Name of bank :
  Bank account number : 
  Bank code : 
  First name/last name as it appears on the account holder : 
  Your full postal address (flat number, area code) :
  
  We invite the passenger to provide us with the receipts for his items and we will review his case.
  
  Best regards,
  
  ******** ******
  KLM Customer Care Assistant

  Customer response

  06/06/2024

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

   

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

   

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

  
  We have received your response to the complaint we filed through the Better Business Bureau. Please see our reply below, sent both to you and copied into our ongoing correspondence via the Better Business Bureau. 
  
  To begin, we received a message regarding our first attempt at reimbursement for the luggage which KLM lost, complaint number C-*******. This message was from *********************, a KLM ******** Care Assistant to the ****************** We were notified by ********************* that KLM closed our initial case C-*******. To reiterate from our previous statement to the Better Business Bureau, we began that reimbursement case over two months ago, for which we provided information on the lost items (and their value) as well as our bank details as requested by our previous ******** Care Assistant, Ms. ****************************** We never received any reimbursement. Throughout case C-*******, we called KLM multiple times weekly and frequently contacted our ******** Care Assistant through the case system profile as well as through email. Weeks went by without any response, which is when we sought the help of the Better Business Bureau. 
  
  We would like to note that we have been loyal customers to KLM, consistently purchasing tickets for roundtrips from the ************* to the *********** and the Netherlands to ********* for years. We are also loyal customers to KLM's partner **********************, DELTA and GARUDA, underneath the ***Team umbrella, as Platinum Medallion and Silver Medallion *** Miles ****************** respond to ******************************;recent message regarding our new case number C-8044713,
  
  *********************** has asked us to supply receipts for the items that we have lost. However, many of the items that we purchased were purchased in-person or with cash. KLM requiring purchase receipts for lost items is a manipulative business practice. We wonder how many managers at KLM can procure a receipt for every item they pack into checked luggage? We believe requiring receipts for lost items is yet another way KLM presents barriers to passengers requesting rightful reimbursement for the inconvenience of lost luggage. However, within this fishing exercise, we have procured receipting totaling more than the Montreal Convention maximum reimbursement amount for the items lost in our luggage. Additionally, we have located the items online, for which KLM can easily price check those items' current listed prices. 
  
  *************************** has offered 600 EUR as a commercial gesture, if we are unable to procure receipts for items in our luggage that was lost by KLM on March 6th. We find this gesture insulting given the misfortune weve endured. We understand the rules and regulations set forth by the Montreal Convention. We believe we are entitled to the maximum amount as outlined by the Montreal Convention, ******* EUR. 
  
  We would like to take a moment to thank the Better Business Bureau for the help and support in resolving this case. We trusted KLM to guarantee a safe passage for our personal belongings. You can imagine how distressing it was to have many personal items lost. Unfortunately, that was just the beginning. After weeks of no response from KLM representatives, we are grateful they are finally acknowledging our case. We hope KLM representatives will cease denying full compensation for our missing possessions. This process has been trying and frustrating. We are hoping for a speedy conclusion to this unfortunate occurrence. 
  
  Thank you.

  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  07/16/2024

  Dear ***************************, 
  
  Please find below our response to the American BBB:
  
  
  
  Your reference : ********     
  Our reference : *********     
  
  
  
  Dear BBB, 
  
  We are sorry to read about the passenger's disappointment regarding the handling of his claim for baggage lost on 06/03/2024.
  
  As stated in the Montreal Convention and the General Conditions of Carriage, the airline is liable for damage caused by a baggage incident up to an amount of ***** SDR (Special Drawing Rights), or ******* EUR, at the current exchange rate and our passengers are entitled to reimbursement of their direct and proven expenses. 
  
  Unfortunately,you have not provided us with receipts to prove your lost items, therefore as a commercial gesture we have offered you the total amount of the payments corresponding to the maximum limit of liability defined by the Montreal Convention and the General Conditions of Carriage i.e. 1704 USD which we paid to you on 19/06/2024 with the following payment reference: ************
  
  We are aware that you have provided a list of your lost items that exceed this amount.I will not be able to refund your losses in full.
  
  Best regards,
  
  ******** ******
  KLM Customer Care Assistant

  Customer response

  07/20/2024

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

   

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

  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  Business response

  05/22/2024

  Dear ****************,
  
  Please find below our response to the BBB:
  
  Dear BBB,
  
  We are sorry to learn about the situation that **************** describes in her claim #********.
  First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
  We are sorry to learn that the passengers baggage was missing upon arrival in *********, where baggage file ********** was created at the airport.
  We consider the efficient handling of customers baggage to be of prime importance. However, as with any system involving human and mechanical interaction, there are some occasions when irregularities occur.
  I can confirm that a maximum liability payment as per Montreal Convention (1999) regulations was processed to you on May 21st,2024.
  You have our commitment that we are not complacent on this matter,and we are doing all we can to improve our baggage handling services in the future.
  
  Best regards,
  
  ***********************************
  KLM Customer Care
  

  Customer response

  05/30/2024

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

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  05/31/2024

  Dear **************,
  
  Please find below our response to the BBB:
  
  Dear BBB,
  
  We are sorry to learn about the situation that ************** describes in her claim #********.
  First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
  Having investigated the claim at hand, I can confirm that I have re-submitted a request for the refund of 75% of the ticket value of the downgraded ticket reference. Your reference number for this is ****************. Please allow up to 28 working days for this to be processed.
  
  Best regards,
  
  ***********************************
  KLM *************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a plane ticket with KLM, on April 16th, 2024. Booking code* ******, Ticket # *************, with a departure date from US on May 11th, 2024. Price $1941.50 On April 28th, 2024, I unfortunately had to cancel this ticket, due to circumstances outside of my area of influence. In order to do this, I went to the carriers website. The only option being given for my ticket was to cancel and receive a refund for the taxes paid on the ticket. There was no option to request a voucher. I still have to travel at a later date, so the voucher would have been my best option. Today, May 2nd, KLM emailed me that my refund on the $1941.50 ticket will be $84.2. This is extremely unfair, considering KLM learned about the cancellation 2 weeks in advance of the flight and will surely resell the ticket at full price. Called KLM and was told nothing can be done and I should have called to request a voucher and now its too late. But when filling the cancellation request on the website, the option for a voucher has never been offered. Moreover, the website clearly told me the only option was cancellation. KLM has scammed us of close to $2000 by not providing an option for the voucher and is unwilling to do anything else at this point. Meanwhile, they will still sell the ticket for another $2000. Really appreciate your help with this matter. We are a family of 4 living on one salary and $2000 makes a huge difference to us. Thank you in advance!

  Business response

  05/08/2024

  Dear BBB,
  
  
  
  I hereby acknowledge receipt of the case filed against our company referenced under ********.
  
  As I understand the matter, the complainant had a journey booked with our company under the reference ******. However, due to circumstances beyond his control, as specified by the complainant, he had to cancel the journey.Consequently, he initiated a voluntary cancellation, resulting in a refund of the taxes associated with his booking. He expresses dissatisfaction with this amount and has therefore requested a refund of the remaining amount in the form of a voucher.
  
  Firstly, it is important to note that his ticket was non-refundable;therefore, he is only eligible for a refund as per the ticket conditions.Regarding the request for a voucher, it is crucial to specify that a voucher is only issued under certain circumstances. Hence, I suggest that if the complainant wishes to pursue this option, he provides an explanation as to what led to his inability to fly and provides documentation to substantiate his claim.
  
  I would also like to take this opportunity to mention that the complainant had purchased some additional options for his journey. I have initiated a refund for these expenses under ****************. Once this has been processed, my colleagues in the refund department will be in direct contact with the complainant.
  
  Best regards
  ***********************
  Customer Engagement Specialist
  ******** *** ******* *** * *** ****** **************************************************** ***
  

  Customer response

  05/10/2024

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

  [Your Answer Here]

  Nothing has been refunded other than the $84 out of $1941.5 paid. We have provided a 2 week heads up that we will not be able to travel on these dates, which gave KLM enough time to resell these seats at even higher rates. As of May 10th, 2024, the flights are full and the tickets are $4000+, so KLM sold our tickets for 2x what we paid AND got to keep most of the $2000 we paid. How is this not a scam?
  

  The ticket we bought was also changeable and, with a 2 weeks heads up, the option for a voucher should have been provided. Instead, the only option offered was a refund of $84 out of a $1941 ticket. This, together with the resale of the ticket at 2x the price, seems to be a scam and we are sure we are not the only ones scammed this way by KLM.
  

  We wish this could be solved in a civilized way, but are ready to get our attorney involved as needed.

  Thank you.
  

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

   

   

   

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

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  05/20/2024

  Dear BBB,
  
  
  I hereby acknowledge receipt of the updated communication in case *********
  
  
  As per my previous correspondence, I would like to reiterate that the ticket itself is non-refundable, therefore, he would only be eligible for a refund of the taxes in this instance. However, as I have specified, under certain extraordinary circumstances, we can issue a voucher in the amount of the ticket.
  
  
  Therefore, as I have previously stated, we welcome the compliant to offer an explanation as to why he could not fly, and present evidence to support his claim. If such details are not received, we cannot consider his case.
  
  Best regards,
  ********************
  Customer Engagement Specialist

  Customer response

  05/21/2024

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

  [Your Answer Here]

  1. The ticket that was purchased allowed flexible dates.

  2. When I had to change the dates for personal reasons, there was no option on the *** website other than cancelling the ticket. I cancelled believing that this means I will receive a voucher, since the ticket I purchased qualified me for a voucher.

  3. *** acknowledges that my ticket had flexible dates, but blames me for selecting cancellation and says once that option has been selected, it's final. Again, I only selected that option because no other option was being offered on the website. The webpage clearly stated I only qualify for cancellation, which I now know not to be true. *** says I should have called, but nowhere on their website was this clearly posted that you have to call to get the voucher that my ticket qualified me for. I wasn't asking *** for a favor - I had already paid more for a ticket with flexible dates. Website should have displayed an option to change the dates of the flight, but that option was either not at all on their website or was hidden/difficult to find.
  

  4. *** learned 2 weeks in advance of my request and resold the ticket, so my action had no impact on the business. Meanwhile, instead of providing the voucher that my ticket qualified for, they gave a refund in the 10-15% of the original price of the ticket.

  5. Through all this experience, *** **************** has been unuseful, not knowledgeable and arrogant, with zero interest in solving this problem. ***'s position is that this is my mistake and it's final, but none of this would have happened if the *** website would have showed the correct information, that would help/guide me make the best decision (meaning best decision based on the ticket I purchased and the rights I have with the ticket I purchased).

  6. This issue will be raised next with the IL Attorney General and any other IL based customer protection agencies. Again, I am not asking *** for a favor here. I paid for the right to change the dates of my flight and they made this work in a way that helps them, at the expense of the customer's time and money. I don't see how this can be legal and will pursue this as far as we need to.
  

  Thanks.

   

   

   

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

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Back in December 2023, i purchased a one way flight ticket with KLM during a sale. However, recently checking the ticket I found that my reservation was cancelled involuntarily and upon reaching out to KLM I was informed that the ticket was cancelled by KLM themselves because of a filing error. Upon further investigation, I did find that for approximately the same type of ticket purchased, quite a number of other passengers were able to fly on the ticket. Recently, I received an email that I had requested for a refund on this ticket which was also not a voluntary action on my side, but just simply initiated by KLM. I do not find this treatment as a KLM Platinum member justified and therefore request a resolution in this matter.

  Business response

  05/01/2024

  Dear BBB,
  
  I am writing to formally acknowledge receipt of the case filed against our company with the BBB, referenced under case number *********
  
  Upon reviewing the matter, it has come to my attention that the complainant purchased a booking with our company from **** to ********* via ********* on the 11th of September, 2024. However, on the 13th of December,2023, the tickets were cancelled due to a fare filing error. The complainant asserts that this cancellation is unjust and seeks resolution.
  
  After thorough examination of the relevant legislation and company policies, it is evident that KLM reserves the right to cancel tickets for any reason up to 14 days prior to the scheduled journey, including the provision of a full refund in the event of ticket cancellation. I would like to inform you that we are currently processing the passenger's refund, and therefore, there is no further action required from our end regarding this matter.
  
  Best regards,
  ***********************
  Customer Engagement Specialist
  ******************** *** * ***************************************************************** ***
  

  Customer response

  05/01/2024

  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 would like to know under what factor does the airline determine that it is a fare filing error?  If it was a $0 fare, that maybe obvious, but with a non zero fare how is a consumer supposed to know what is a fare filing or non-fare filing error?

  Furthermore, why is it that if my ticket was cancelled within days of purchasing the ticket there was no communication to inform the passenger.  I only found out because a few months ago I had tried to log into the reservation which lead to a message informing that such a reservation does not exist.  I would also like to know why was I not provided with a direct refund?  It is now close to 5 months that my ticket was deemed invalid and I have not seen a single cent back returned to me.  Why is KLM keeping my money when they do not want to provide the service as promised? 

  I therefore based on this fact still want to request that either my ticket be reinstated or I be compensated further for the stress and financial impact because of not returning the cost of the ticket to me as soon as possible.

  In my opinion my request above for the solution is deemed fair and reasonable to both parties under the circumstances.

  Thank you
  

   

   

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  05/17/2024

  Dear BBB,
  
  
  
  I hereby acknowledge receipt of the updated communication pertaining to Case *********
  
  While I understand the passengers' frustration, I regret to inform you that I have no further information to add to this matter. The ticket was canceled due to a fare filing error. I must refute any claim that our company purposefully canceled this ticket in a discriminatory manner. Furthermore, as previously stated, the ticket was canceled 14 days in advance, which the airline is permitted to do,with our only obligation being to refund the ticket.
  
  This is our final stance on this matter. If the complainant wishes to further dispute the issue,I advise them to pursue it through another third party via an external channel,as any further communication sent regarding this case will not receive a response.
  
  
  
  Best regards,
  ***********************
  Customer Engagement Specialist
  
  

  Customer response

  05/21/2024

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

  The business seems to be very arrogant and is not at all working with me to come to a just solution.  The practice of the business is very bias and discriminatory in my opinion.  The business should be charged with not fulfilling the contract of carriage and just because it is a multinational company, it uses it strength to resolve the situation as demanded.
  

   

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

*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. ↩