Complaints

This profile includes complaints for KLM Royal Dutch Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  KLM Royal Dutch Airlines

  125 W 55th St Fl 2 New York, NY 10019-5384

• 

  KLM Royal Dutch Airlines

  235 King Street East Kitchener, ON N2G 4N5

• 

  KLM Royal Dutch Airlines

  1689 Nonconnah Blvd. #111 Memphis, TN 38132

• 

  KLM Royal Dutch Airlines

  2240 Democrat Rd Memphis, TN 38132

• 

  KLM Royal Dutch Airlines

  235 King Street East Kitchener, ON N2G 4N5

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:04/25/2025

  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.

  My wife and I flied from ****** to ********* by *** round trip on Mar 24, 2025 to Apr 5, 2025. It was the first time we fly on ***. We arrived ************** 4 hours earlier and asked *** officer to help us to open our frequency fly account. *** officer told us that they don't have time to help us and we need to register online. After we came back ******. We called *** customer service and they helped us to opened our accounts. However, we only got 2032 miles for our roundtrip fly miles. We called *** for more than 3 times and we was told that the 1032 mile from ****** to ********* is right. We don't believe it and we searched internet. The right miles should be 5088 miles one way, so we should have ***** miles. At 3 pm of Apr 23, 2025 we called *** ************ again and we are sure that miles one way should be 5088. Then Mrs. **** the *** officer, told us, since we booked was economic ticked, so out mile is only 1016 one way. She said again, *** policy is based by booking class, not an actual distance mileage.1. Did *** informed customers that *** miles was by seat class, not by distance?2. Miles is not points, *** could give new idea.3. We flied for 60 countries, there is no other airline is count distance by seat. 4. I am handicapped person with cancer, I believe that *** is lie to customers 5. What is the reason the previous *** customer officers told us the distance between ****** and ********* is 1016 miles? Looks *** airlines training their customer misleading to customers.1. **** is mile, not point, what

  Business Response

  Date: 04/25/2025

  Dear ********* ****,
  
  We acknowledge receipt of your letter and thank you for taking the time to write to us.
  
  This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.
  
  In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.
  
  In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.
  
  
  Best regards,
  ************** *************

• Initial Complaint

  Date:03/31/2025

  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.

  The airline changed the flight schedule making the reservation unacceptable. They offered me the option of a full refund almost 3 months ago. Since then I have received $389.00. I can not get restitution on the reservation, plus I am paying 29% interest on the reservation. Please advise me.

  Business Response

  Date: 04/01/2025

  Dear  ******** **********,
  
  We acknowledge receipt of your letter and thank you for taking the time to write to us.
  
  This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.
  
  In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.
  
  In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.
  
  Best regards,
  ************** *************

• Initial Complaint

  Date:03/12/2025

  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.

  Booking *******1st I was supposed to leave CDG on the Delta 9384 at 9:30am on Feb 16. My flight got cancelled.They put me on DL8632. 23min before our arrival,the arrival changed, we landed in ***,and were told that well spend the night &get accommodation for hotel.We got to ***********, stayed for 3hrs before being assigned a hotel. The Delta agent gave me a voucher for the hotel around 10pm& I asked her why she did not give one for diner while other passengers were given one;she told me that I wasnt eligible due the circumstances of the flight cancellation, but the passengers I flew with all had their meal vouchers.The shuttle drove us to the hotel&we got there around 10:30pm (I have to emphasize that I was supposed to have a wheelchair assistance but I was left alone after). At the hotel, the front desk told me that there were no more rooms available after we waited for more than an hour. I had to express my disappointment for them to finally let me in. I went to bed without knowing what time would my flight the next day as they told us we were going to receive emails. I never received one, so I stayed up all night to make sure I dont miss my flight if they send one. I finally had to get back to the airport around 9am, went to delta desk she said we were scheduled for a 9:45am flight which we were not noticed. Had to be on 3different STANDBY list all day at the airport to get into a flight and missed a whole day at work. This is very disappointing from *********************

  Business Response

  Date: 03/13/2025

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

  
  Dear ******** ******* *** ****** ,
  
  We acknowledge receipt of your letter and thank you for taking the time to write to us.
  
  This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.
  
  In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.
  
  In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.
  
  
  
   
  Best regards,
  *** ********** *************
  

  
  

• Initial Complaint

  Date:02/28/2025

  Type:Order 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.

  loss luggage

  Business Response

  Date: 03/05/2025

  Dear ****** *******,
  
  We acknowledge receipt of your letter and thank you for taking the time to write to us.
  
  This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.
  
  In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.
  
  In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.
  
  
  
   
  Best regards,
  Air ********** *************
  

• Initial Complaint

  Date:02/19/2025

  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.

  Hello, so on Wednesday December 4, 2024 my husband I booked our trip from *** to AMS, our going flight was great. Unfortunately, On Sunday December 8, an Upon returning from *** to *** they claimed we missed our flight back to ***=***. They claim that the gate was closed already and the craft departed. Meanwhile departure time was still early around 9am and we were in the airport for the last 2hours and the reason why we couldnt get to the gate in time was because security took a long time. We told the *** we need to get to our flight. But they said they were short on staff for security purposes. They had one license person to check the luggages claiming there was metal blocking and he couldnt see whats inside. That took an hour and were already trying to run to the gate. No announcement was given and we tried telling the *** worker again. So *** *** at the gate told us no worries they will rebook our flight for the same day. It should be no charge, meanwhile we go to customer service and they told us it costs us $4,000euro and we cannot afford that. And forced us to book online ourselves without even assisting us. They started getting angry with us because we asked a lot of questions. Wouldnt you be concerned if your flight just departed before the time is met? So we just sat down and booked our own flights back to *** for about $1350euro per person. On the other hand, our checked in luggage gets lost in the mix but they claim they pulled our luggage off and put it on the new flight. Well where is it? Were very upset about these issues and were demanding a resolution as soon as possible.Serena

  Business Response

  Date: 02/20/2025

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

  
  Dear ****** ***,
  
  We acknowledge receipt of your letter and thank you for taking the time to write to us.
  
  This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.
  
  In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.
  
  In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.
  
  
  
   
  Best regards,
  Air ********** *************
  

  
  

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 traveled from *** to ********* via ********* on flight KL1513 with a booking reference number ******. My baggage was delayed by more than 24 hours. I filed a claim with *** for delayed baggage: report reference no **********, Claim number *********. I have provided the necessary details as requested by the airlines to process the delayed baggage claim. On 1/28, *** Airlines abruptly closed my claim even though I uploaded all the required information to their website. I called *** customer service to verify if they can view my documents, and they confirmed that the requested details are with them. I want to file a complaint against *** Airlines for closing my claim even after providing the requested documentation. Please reimburse $139.65 as soon as possible.

  Business Response

  Date: 02/12/2025

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

   

  Dear ****** *********,

  
  We acknowledge receipt of your letter and thank you for taking the time to write to us.
  
  This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.
  
  In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.
  
  In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

   

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

  Customer Answer

  Date: 02/13/2025

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

  I have not received any call from customer service agent about my refund. 

   

   

   

   

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

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

• Initial Complaint

  Date:02/03/2025

  Type:Customer Service 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.

  *** will not credit or refund ticket charges. Ticket was changeable with fee. Online system did not work for me. I seek credit less change fee.

  Business Response

  Date: 02/14/2025

  Dear BBB,

  
  I am writing in response to the claim filed by ******* *****, case ID# ********, on behalf of herself and ***** **** *****. This claim concerns the fare basis for bookings ****** (a one-way ticket from ************************ to ******************************************* to ***************************************, date of travel June 23, 2025 on flights AF9427 and AF050)and ****** (a return ticket from *************************************** to ******************************************* to ************************, dates of travel June 15, 2025, and June 23, 2025 on flights AF053 and AF7434 as well as AF9427 and AF050 respectively). I have carefully reviewed the complaint and conducted a thorough investigation into the fare conditions and refund policies for these bookings.
  Our investigation confirmed that the tickets for both bookings ****** and ****** were issued under fare bases ******** and ********,respectively. These fare bases are explicitly categorized as non-refundable at the time of purchase. As such, the refunds for these bookings were calculated correctly in accordance with our established policies. Please find copies of the fare bases attached to this communication for your convenience.
  I understand that the non-refundable nature of these tickets may be disappointing to the customer, and we apologize for any inconvenience this may have caused. However, as per the terms and conditions agreed upon at the time of booking, we are unable to offer any further reimbursements. For customers seeking additional compensation or reimbursement, we recommend contacting their private travel insurance provider, if applicable. Many travel insurance policies offer coverage for unforeseen circumstances that may prevent travel, and the insurance provider may be able to offer further assistance.
  We are committed to transparency and fairness in our fare policies and strive to ensure that all terms and conditions are clearly communicated to our customers at the time of purchase. We regret any misunderstanding or inconvenience experienced by the customer in this matter.
  
  Best regards,
  
  ********** ******* *** ************* *********

  Customer Answer

  Date: 02/18/2025

  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 attacking ***'s use of the word non-refundable. I understand that I do not receive my money back. However, standard business practice in the ************* and with ************************** is that non-refundable means that I receive credit to use for another ticket. Non-refundable is not the same as forfeiture. I was trying to change my ticket on ***'s website and following ***'s instructions. At no point in the process, was I informed that I would entirely forfeit my purchase. 

  KLM took $12,000 and refunded only around $200, which was taxes. I wanted to change my ticket not cancel it. I wanted to pay the change fee, not cancel my ticket. Instead, I've been ripped off and *** has my money, it can resell my seat. It's unconscionable that foreign airline companies are not subject to the same laws as **************** Companies. I'm preempted from any other action besides seeking redress from ***. I've written my law makers and I have consulted an attorney about the laws that apply to this transaction.

  I want a voucher for $12,000 so I can buy another ticket for myself and for my husband.

  BBB, thank you for your help and for your service.

  ******* K. *****

   

   

   

   

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

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

  Business Response

  Date: 03/06/2025

  Dear ******* *****,
  
  Please find below our response to the BBB:
  
  Dear BBB,
  I regret to hear that ******* ***** is dissatisfied with our response to her claim #********, made on behalf of her and ***** **** *****.
  Please find the response sent to the passengers in a separate claim made through the ********************************* on March 4,2025:
  
  Dear ******* *****,
  I acknowledge receipt of your claim filed with the ********************************, referenced under *************
  Booking ****** (ticket number *************) was issued for ***** **** ***** for a round-trip itinerary from *************************************** to *********************** via *******************************************, with outbound travel on June *****, 2025, and a return on June *******. The total ticket price was $7,396.01 USD, and the ticket was issued under fare conditions designated as ********, which is explicitly non-refundable.
  Booking ****** (ticket number *************) was issued for ******* ***** for a one-way itinerary from *********************** to *************************************** via ******************************************* on June 23, 2025. The total ticket price was $4,724.41 USD, and the ticket was issued under fare conditions designated as ********* which is also explicitly non-refundable.
  On January 17, 2025, you accessed Air ******* online system with the intent to modify your itinerary to align your travel with that of ***** **** *****. However, rather than proceeding with a modification, you voluntarily canceled both bookings, believing that vouchers would be issued for the canceled tickets. Following the cancellation requests, refund requests were processed in accordance with the fare conditions applicable to each ticket:
  For booking ******, refund request **************** was submitted, resulting in a refund of $157.11 USD, representing the refundable portion of the ticket's taxes.
  For booking ******, refund request **************** was submitted, resulting in a refund of $135.41 USD, representing the refundable portion of the ticket's taxes.
  Subsequent to these refunds, you initiated claims ********* and ********* with **********, as well as ********* with the Better Business Bureau. In each case, you were correctly informed that your tickets were issued under non-refundable fare conditions, and that voluntary cancellations did not entitle you to a refund beyond the applicable taxes, nor did they result in the automatic issuance of vouchers.
  Air ******* website explicitly details the refund policies applicable to ticket cancellations, and the system provides clear information regarding the refundable amount, if any, before a cancellation is confirmed. Additionally, at no point does the website indicate that a cancellation under a non-refundable fare condition will result in the automatic issuance of a voucher. These terms were presented at the time of ticket purchase and were applicable at the time of cancellation.
  Notwithstanding the above, Air France has, as a one-time goodwill gesture and without admission of liability, authorized the issuance of vouchers for the full ticket value, minus the refunded taxes and a 300 (~$313 USD) change fee per ticket:
  For booking ******* the original ticket price of $7,396.01 USD has been adjusted by deducting $157.11 USD in refunded taxes and a $313.00 USD change fee, resulting in a non-refundable voucher valued at $*******0 USD, issued in the name of ***** **** *****.
  For booking ******* the original ticket price of $4,724.41 USD has been adjusted by deducting $135.41 USD in refunded taxes and a $313.00 USD change fee, resulting in a non-refundable voucher valued at $*****.00 USD, issued in your name.
  These vouchers are non-transferable, non-refundable, and must be used within one year of issuance.
  Here below you can find the details of the travel voucher(s)*
  
  ******* ************      ******* ***** ******* *******            ************* ************** ******   ***** *** **** ** *********             ***********
  
  *Valid for 12 months from date of issuance for purchases on Air France (for vouchers that start ***) and *** (for vouchers that start ***) websites.
  For the full Terms & Conditions of the voucher,please go on our website and visit the section Legal Notices/Information and then Travel voucher conditions.
  
  Here below you can find the details of the travel voucher(s)*
  
  ******* ************      ********* ***** ******* *******            ************* ************** ******   ******* *** **** ** *********             ***********
  
  *Valid for 12 months from date of issuance for purchases on Air France (for vouchers that start ***) and *** (for vouchers that start ***) websites.
  For the full Terms & Conditions of the voucher,please go on our website and visit the section Legal Notices/Information and then Travel voucher conditions.
  
  We look forward to welcoming you on board our flights again soon and hope that in the future everything will be to your entire satisfaction.
  
  Best regards,
  ***** **** *** *************** **** *********
  
  Best regards,
  
  ********** ******* *** ************* *********

  Customer Answer

  Date: 03/13/2025

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

• Initial Complaint

  Date:01/24/2025

  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.

  *** has broken my luggage, had a connecting flight delay of 2h causing me to lose my train in *****, rules given over the phone don't match with airport service and I was harassed by *** attendants at the airport while checking-in. One of them was shouting to me to Back-off 3 times when I was trying to explain the information given to me over the phone and the other was maliciously insinuating that I was going to attempt to board with the item that was being denied and if I did I would have to pay $285, when I had already told her, in the first time, my daughter was bringing it home. She brought it up two more times in a demeaning way afterwards. Attendants refuse to identify themselves and all their badges were facing backwards. This was a traumatic and humiliating experience for my daughter and I. I had called multiples times over the phone prior boarding, both Delta and *** to get the correct information, even bought a case for the keyboard I was taking in place of my carry-on, as requested by ***. I flew with the same luggage in all legs of the trip, twice to the *** (BLQ-IAH and GRU-IAH) and had no issues. I flew *** in the first leg as well. It was stowed in the overhead bin in all flights. If my daughter was not there, I was going to lose a irreplaceable family heirloom. *** customer services denied all reimbursements saying they do not have to reimburse me for the lost train and that they had an internal investigation, first alleging it us a prohibited item (which it wasnt) and then claiming my luggage did not fit the measurements, which they did. They said they would take measures regarding the staff but they never requested the audio recordings or photos of the attendants I said I had. *** is not trying to address the issues the company has caused me. The luggage repair is the only thing they are solving. I want to be reimbursed for the lost train and cost of having the keyboard shipped from the *** to ***** or they can send it themselves to my home.

  Business Response

  Date: 01/27/2025

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

   

  Dear ********* ********,
  
  We acknowledge receipt of your letter and thank you for taking the time to write to us.
  
  This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.
  
  In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.
  
  In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.
  

   

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

  Customer Answer

  Date: 01/28/2025

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

  I have already spoken to two different customer service attendants regarding all of these issues. Except for the luggage repair, all other requests were denied and dismissed by the attendants (one of them did not even read the complaint). No actions were taken regarding the behavior of the attendants, and they claim the measurements provided over the phone by *** employees, both before and after the flight, were incorrect. As a result, the entire complaint was dismissed.

  I would like to reinforce I flew with the instrument in all legs of the flight. I have also called prior to the flight to KLM several times and attendants have confirmed, before and after the flight, I could board with it, as long as the measurements were under 115 cm (by adding up all measurements of a carry on 55+35+25). The dimensions of the keyboard were : 77cmX30cmX7cm =114 cm (I have sent the picture over email) and the attendant informed me that I could not board with it because it has to be within the exact measurement of 55 x 35 x 25 cm. I truly would like to know which instruments fit in that category? If an instrument measure that or less, I could have just put them inside my carry-on, I wouldn't have to switch a carry-on for a musical instrument.

  The attendant also claimed to have internally investigated the issues when they did not (the company could have easily checked the call recordings from the dates and times I called to confirm the information, since all the calls are recorded). I sent voice recordings of the treatment of the manager and nothing was done. The internal investigation for the luggage size according to him was this: "Regarding the keyboard dimensions and investigation, our findings were based on the information provided by our staff at *******'s **********************************************.". They consulted the same staff at the airport that provided a terrible customer service, but not the call logs I made to the company.

  Regarding the train I lost the response I got was: "Regarding the flight delay, while we understand how disruptive delays can be, the reimbursement of the train ticket is not considered reasonable under the circumstances. The delay, while inconvenient, did not exceed the threshold for compensation under EC Regulation 261/2004, and our contractual obligation was to transport you to *************************************************. Despite the delay, this transportation was provided, and unfortunately, we are unable to take responsibility for missed connections or expenses beyond that point.".

  Unfortunately, due to all that has happened to me during these two flights with KLM (which apparently the company think is a standard customer service), and the post sale service, I don't intend on flying with your company never again. It was the most horrible and traumatic experience I have ever had with a flight company and I would definitely not recommend it to anyone. *** does not take responsibility for their services or for the experience they provide their customers.

   

   

   

   

   

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

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

  Business Response

  Date: 02/10/2025

  Dear BBB,

  
  I am writing in response to the complaint raised by ********* ******** (claim ID# ********* regarding her recent travel experience with KLM Royal Dutch Airlines. We value our customers and take all complaints seriously as part of our commitment to service excellence. Below, I will address the specific concerns raised by the passenger:
  
  Bag Damage Claim:
  To thoroughly investigate and process the claim regarding the damaged luggage, we require the Property Irregularity Report (***) that should have been completed at the airport upon discovering the damage, as well as proof of damage. We kindly request the passenger to provide us with the *** reference number or a copy of the report so we can proceed with the necessary steps to resolve this matter.
  
  Reimbursement for Train Ticket:
  We regret the inconvenience caused by the delay of the connecting flight, which resulted in the passenger missing her train in ******Unfortunately, the reimbursement for external expenses such as train tickets falls outside our policy. We recommend that the passenger refer to her travel insurance provider, if applicable, to seek coverage for these costs.
  
  Inconsistencies in Information and Staff Conduct:
  We are committed to ensuring that our staff provide consistent and accurate information. We apologize for any discrepancies between the information given over the phone and at the airport. Additionally, we take allegations of unprofessional conduct by our staff very seriously. While we strive to maintain high standards of professionalism, we acknowledge the passenger's distress and will reiterate our policies and training to the staff involved to prevent such incidents in the future.
  
  Prohibited Item and Luggage Measurements:
  Our policies regarding carry-on items are designed to ensure the safety and comfort of all passengers. While we understand the passenger's frustration, our staff acted in accordance with these policies. We regret any misunderstanding,and the distress caused.
  
  Additional Requests:
  The passenger has requested reimbursement for the cost of shipping a keyboard from the *** to ***** or for *** to arrange the shipment.We are unable to comply with this request as it falls outside our policy. We recommend the passenger make alternative arrangements or contact her travel insurance provider for further assistance.
  
  We appreciate the passenger's feedback and regret any inconvenience experienced. We remain committed to improving our services and ensuring a positive travel experience for all our customers. Should there be any further questions or additional information required, please do not hesitate to contact us.
  
  Best regards,
  
  Max ***** *****
  KLM ************* Assistant

• Initial Complaint

  Date:01/24/2025

  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.

  Simply *** refunded a ticket without my authorization to do so. The amount of the refund was approximately 60 USD as they only refunded the taxes. In fact there was the possibility or rescheduling the flight which was a flight from ************************ to ****, ****** - worth well more then 60 USD. Furthermore and more importantly they claim a policy where they only tell you the amount of the refund after it has been refunded. To me, this is THEFT. Could you imagine a store where you only know the price of something after you've returned home and used the product?

  Business Response

  Date: 01/27/2025

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

   

  Dear ****** ****,
  
  We acknowledge receipt of your letter and thank you for taking the time to write to us.
  
  This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.
  
  In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.
  
  In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

   

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

• Initial Complaint

  Date:01/21/2025

  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 travelled to ***** and bought 2 air tickets for me and my husband through ***** website. I travelled with *** who's their partner airline. Receipt summary for SFO(*************, **) to DXB(*****, ********************) Ticket Number************* ************* to *********** **** confirmation: ****** 1:50pm Thu, Nov 28 *************, ** (SFO-******************.)While going to *****, at ********* my confirmed reservation was cancelled and I was put on hold at *****************. After pleading for hrs, I was literally the last passenger that they allowed to board My flight to ***** was cancelled and I was put on hold. Literally, last min they let me board the plane. One of my bags was damaged on arrival at *************. ***** to ******************* 9500 (KLM ROYAL DUTCH AIRLINES operated)KLM ROYAL DUTCH AIRLINES confirmation: ****** Fare type: Economy / Coach 8h flightThen on our way back, despite flight delays and last min boarding I managed to reach *** but my bags didn't arrive. I had to book into a hotel, my clothes didn't arrive and my medicines were in the bag. I had to go through so much hassles and time wastage due to Delta airlines and ************ Since I bought my tickets from ***** Airlines *** refused to help. I reached out to Delta Airlines and they refused to help, they told me to reach out to *** directly. Next night my bags were delivered to the address provided. I couldn't report my missing baggage or claim anything for delays and the cost of my hotel for 1 night. Their flight compensation and delayed baggage claim form doesn't work, it's frozen. I tried several times to file the claim. I will never fly *** given my horrible experience. I should be reimbursed for my bag and hotel plus flight delays. 2 adults Total paid $1,734.62

  Business Response

  Date: 01/21/2025

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

  Dear ***** *****,
  
  We acknowledge receipt of your letter and thank you for taking the time to write to us.
  
  This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.
  
  In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.
  
  In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

   

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

  Customer Answer

  Date: 01/28/2025

  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:

  No one has reached out to me so far from ***, I have been waiting. I can be reached at ************ or ************. Their customer service is pathetic, they are just giving a hard time to their customers.

   

   

   

   

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

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

  Business Response

  Date: 02/12/2025

  Dear BBB,
  
  I regret to hear that ***** ***** is dissatisfied with our response to her claim #********.
  However, we have thoroughly reviewed the case and stand by our previous comments. There is nothing further to add.
  Once again, we apologize for the inconvenience and frustration experienced by our passengers. We appreciate your patience and understanding as we work to address these concerns. If you have any further questions or need additional assistance, please do not hesitate to contact us.
  
  Best regards,
  
  *** *****-*****
  KLM ************* Assistant