ComplaintsforKLM Royal Dutch Airlines

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 14th 2024, I bought Klm airline ticket for my husband ********* coming from ***** ***** to ***************** *** with booking reference cod ******. Few hours after I bought the ticket I received a call that he has been involved in an accident. I called the *** customer Service number and explained the situation to them which I was told I could cancel and get a full refund due to the fact that it's been less than 24hours since the ticket was purchased and also looking at the situation at hand, there was no way my husband could have joined the flight.Few days after I cancelled the flight,I received an email from *** stating that I am only entitled to $221.10 refund out of the $ ******* I paid for the ticket upon receiving the email, I called *** customer service number again and spoke to a representative called ****. She clearly confirmed I am entitled to a full refund and opened a claim for me with claim number *********. As of April 23rd 2024 I received another email Mom *** stating that I am not entitled to anything more than $221. I think this is not fair to me as a customer looking at the fact that there was no way my husband could have boarded the flight and also is was cancelled few hours later after it was purchased. this situation was beyond my control and I believe *** should give me my refund

  Business response

  04/29/2024

  *** ********* ** ******** *** **** *********
  
  Dear **********************************
  
  We can find under your booking reference ******, that the refund was processed under the ** **************** on April 14th. Therefore the refund amount was not in full.
  
  Based on the medical certificate sent, I have requested again to process the refund for the remaining amount, to complete the full amount paid.
  
  New Request **: ****************
  
  I understand that cancelling your trip for medical reasons must have been a difficult decision, and I want to express my sympathies. Your health and well-being are paramount, and I truly hope that you're on the path to a speedy recovery.
  
  Once again, I deeply apologize for any inconvenience or frustration this may have caused you. Your understanding and patience are greatly appreciated.
  
  We look forward to welcoming you on board our flights again soon and hope that in future everything will be to your entire satisfaction.
  
  Best regards,
  *************************
  Air France KLM ******** Care Assistant

  Customer response

  05/01/2024

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

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had called KLM customer service on November 29 to understand when my 12 XP points for my upcoming flight would hit my account, as I had Flying Blue status that I wanted to maintain. I was wrongfully informed that it would hit my next earning cycle and was explicitly told it is based on when the plane lands and not when it takes off. I clarified this on the call multiple times, as the goal was to donate miles to bridge the gap in order to maintain my status. I took certain actions based on their feedback, which I later learned was incorrect and I ultimately lost my status. Three call investigations were done by KLM customer service- all of which confirmed I was misinformed and that they knew I took actions based on the information I was provided on the call. Additionally, they offered me ***** miles as compensation. While I didn't deem this a satisfactory resolution, they were dishonest yet again, as they never credited my account with this. In an attempt to ultimately get a satisfactory resolution, I had 8+ emails go unanswered, several calls of over an hour each reiterating the issue, and even had a customer service agent as me to do her job of transcribing the call. I view this to be incredibly unprofessional, but especially problematic as this is fraudulent business practice: purposefully ill-informing clients as to not extend the benefits of their status and lying about providing mileage as compensation and then never doing so, and ignoring emails in an attempt to dissuade customers from keeping them accountable. A suitable resolution here would be one of the following: 1. granting me 12 XP points, aligned with what they mentioned would happen, 2. Refunding my card or crediting my flying blue account $381.79 which is the amount i paid for that journey, or 3. Crediting me the equivalent amount in miles, ie ****** miles. This is a matter of principle and correcting their wrongdoing and fraudulent practices.

  Customer response

  05/18/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by KLM Royal Dutch Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  Business response

  06/11/2024

  Dear BBB,
  
  
  
  I hereby formally acknowledge receipt of the case filed against our company, referenced under ********. I apologize for the delay in our response. This matter concerns a complex issue that required cross-departmental action. Please be assured that no discourtesy was intended, and we appreciate your ongoing patience.
  
  Regarding the matter at hand, the complainant encountered difficulties when requesting information about when she would receive her 12 XP points to her Flying Blue account. She needed this information to maintain her status.
  
  I acknowledge that this process was extended, and we apologize for the inconvenience. After contacting our Flying Blue department, I have confirmed that the 12 XP points have been awarded to the complainant.
  
  We understand that this resolution meets one of the requested outcomes sought by the complainant, and we consider this case closed.
  
  
  
  Best regards,
  ******** ***
  Air France and KLM Customer Care Assistant

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a flight KLM/Air France for my boy friends birthday from ******* to ****** with a stop in ***** for one hour. Our 1st flight landed late causing us to be pressed for time with an already short layover. After getting off the plane late & having to go through security, we missed the connection from ***** to ******. This was the situation for everyone from our plane going to ****** as the customer service was flooded with co passengers. We waited for rebooking for 2 hours following the missed connection due to the customer service worker moving extremely slowly. When asked to speak to a manager about being compensated for missing our booked hotel, dinner, and activities-I was told the rebooking, accommodations, and $15 food vouchers were the compensation & to refer to the website. When we arrived at the hotel, our rooms were 4 entire hours from being ready so we sat and waited in the lobby. We missed 2 days of activities including the ones the day of my boy friends birthday because those flights were the only ones available. Additionally, we had to add an entire fight to **** because there were no more flights directly to *******Our flight the following morning to **** was delayed as well. We never received any boarding documents for our flight from **** to ****** from the Air France agent with any information.The Aegan desk agent told me we were on stand by and did not have seats. I explained that we did not book our flights, we were not given any pertinent information on the flight, and shouldve been in ****** the previous afternoon. The aegan desk agent had to make several calls so that we could have seats. We traveled and waited majority of our trip. KLM/airfrance is refusing to give us any money back because I have screenshots of the things Im asking for a refund on. I paid for things electronically (hotel stay, tickets, airbnbs while in *****, etc) which Ive told them MULTIPLE times. They are refusing to process my claim and give me my money back.

  Business response

  04/23/2024

  Dear BBB,
  
  
  
  I hereby formally acknowledge receipt of the case filed against our company with the BBB referenced under ********.
  
  As I understand the matter, the complainant was flying with her partner from ******* to ****** via ***** on the 26th of March, 2024. Their flight from ******* was delayed, causing them to miss their connecting flight to ******,leaving them to be rebooked to a flight leaving the following day to ****,where they would connect to ******. On this basis, the complaint is claiming compensation, reimbursement of expenses, and missed bookings.
  
  Firstly, I must inform you that the flight from ******* to ***** was delayed as a result of Air Traffic Control Restrictions. This is an incident considered as an extraordinary circumstance for which the airline cannot be held liable. Therefore, they are not eligible for reimbursement.
  
  Regarding the missed bookings (hotel and events in ******), it is pertinent to point out that this is categorized as an indirect expense for which the airline cannot be held liable under the Montreal Convention. I suggest the complainant file this with their travel insurance.
  
  Finally, I see the complainant has added expenses for transportation in *****. This is considered a care and assistance expense for which the airline is liable to reimburse under ** Regulation 261/2004. I can confirm that we intend to reimburse the complainant the amount of ***** **R (***** USD). This will be sent as a check to the address registered in the complainant's Flying Blue Account.
  
  
  
  Best regards,
  ***********************
  Customer Engagement Specialist
  ********************
  *** * ***************************************************************** ***
  

  Customer response

  04/23/2024

  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:

  
  I want to start this email by saying its interesting that now we are being offered any money at all. Ive been going back and forth with airfrance/klm customer service for weeks and only now have you all mentioned any compensation at all. *** sent over loads of electronic documents because that is how we paid for everything and now we can get compensated. Additionally, this compensation is a slap in the face when my partner and I spent north of ***** on this birthday trip and missed half of it because of your airline. We are regular everyday people who took off work and planned an expensive trip where we trusted your airline with the transportation. You all are not at fault ? Who is? The little people have to eat the cost and you all dont even feel it necessary to give us us our money back so we can attempt to plan a trip we can actually enjoy. Not to mention, your Air France customer service agent said we had to contact you all to be compensated. If air traffic control was truly the issue, why would they offer that solution knowing we wouldnt be compensated ? As previously mentioned, we have been in contact for weeks. Why was air traffic control not explained then? The only response I kept receiving was that you all wanted original receipts of things that I paid for electronically. I sent over evidence of our hotel booking, the Ubers in *****, the money we spent on food and drinks in *****, the viator booking we had booked for that night, and our fight itinerary. I also wanted to highlight there was no of compensation until you all closed my claim and I contacted BBB. According to that same ordinance you mentioned, each person is eligible for compensation if the flight they were rebooked one is not similar in time and they were affected extensively. The first flight leaving from **** was more than 24 hours later and was delayed as well. Then, we had to catch an additional flight to even get to ****** through ****. Its safe to say we were affected by this tremendously and have had to fight tooth and nail for this situation. You mentioned that we can be given our money back as a care and assistance expense. The other things I provided proof for do not fall under this nor the actual ordinance that was put out in the event that you are affected extensively by a delayed flight ? At no point has anyone in this situation gotten it right. From the plane landing late and costing us two full days and additional money/food/not enjoying our hotel or booked activities , to the desk agent taking 2 plus hours to book the two additional flights, to us waiting in the lobby for hours at the hotel, to our flight to time being cancelled, to us arriving in **** and being told your agent put us on stand by, to us not being offered compensation until now. Your company cost us time and money and trying to offer us a ***** on the dollar in comparison to what we spent is very insulting. Im hoping that the BBB can help the little people in this situation.
  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  05/22/2024

  Dear BBB,
  
  
  
  I acknowledge receipt of the updated communication sent to us regarding claim *********
  
  I understand that the complainant is dissatisfied with the previous response provided. Based on the points raised, I would like to clarify our stance.
  
  Firstly, the complainant expressed confusion regarding why they were instructed to file a claim for compensation if the disruptions were caused by Air Traffic Control restrictions. It is important to note that our ******** Services team does not always have the tools to view every flight disruption during their conversations with passengers. Furthermore, it is advisable for passengers to file claims when their journeys are disrupted.However, our company is bound by the legal regulations in place and must respond accordingly. Specifically, our legal obligations in regards to this matter are governed by ** Regulation 261/2004 and the Montreal Convention, as well as the contract made with the complainant and our General Conditions of Carriage.
  
  Regarding the delay, ** Regulation 261/2004 states that passengers are eligible for compensation if the disruption is caused by the airline. As previously stated, this delay was caused by Air Traffic Control restrictions, which are circumstances beyond the control of the airline.Therefore, we cannot be held liable for the disruption. Additionally, the regulation requires us to cover care and assistance expenses for the passenger,irrespective of the cause of the disruption. This includes costs incurred due to the disruption, such as hotel accommodations, transport, meals, toiletries,etc. While the complainant has stated that additional receipts were provided,the only documents on file that we can accept (and have already reimbursed) are the transportation costs in *****. We welcome the complainant to provide further documentation to support her claim for reevaluation.
  
  Regarding her missed events in ******, while we understand her disappointment, it is important to note that when we requested receipts during her direct claims with us, we never indicated that we would cover missed events in ******. Additionally, our General Conditions clearly state what expenses our airline will cover as a result of disruptions, and missed events are not included.
  
  Finally, it is crucial to specify the conditions of the contract between us and the complainant, which was to transport her from ******* to ******. This contract also accounted for potential disruptions and states that in the event of flight delays, our responsibility is to rebook the passenger to reach their final destination in a manner that minimizes inconvenience. On March 27, 2024, there were no available flights to ******, so the best solution we could offer was to rebook the passenger for the next day via *****
  
  Based on the above communication, we must reiterate that we have complied with our obligations in this case and therefore must reject the complainant's claim.
  
  
  
  Best regards,
  ********************
  Air France ******** Care Assistant

  Customer response

  05/31/2024

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

  Hello,
  
   
  
  Im reaching out regarding claim ********* 
  My position still remains the same on the matter. In fact, the department of transportation just passed a law requiring airlines to give refunds for this very matter. What else can be done? This is honestly very upsetting and I do not wish for my claim to be closed. 
   

   

   

   

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

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Started discussion with KLM about missing mileage credit but they stopped responding. Detailed history and resolution request will be uploaded.

  Business response

  04/16/2024

  Dear *** ******************* find below our response to the BBB:
  
  Dear BBB,
  
  We regret to learn about the inconveniences ******* describes in his claim #********.
  I can confirm that I have forwarded the passengers query to our ********************* who will revert to him shortly to assist with his request. In addition, I will forward any responses to the BBB should I be receiving them from FlyingBlue instead.
  
  Best regards,
  
  ***********************************
  KLM Customer Care

  Customer response

  04/20/2024

  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:

   

  ****************** at KLM sent me an email directly and said KLM will contact to resolve my concern.  I think all future response should go to BBB until my concerns are resolved, so I replied him with the message below.

   

  Dear ****************** or to whom it may concern,
  
  Thank you for taking action on my request.
  I could not get a resolution with ********************* and that is the reason why I requested BBBs involvement.
  All future responses should go to BBB until my request is resolved.
  
  I suppose youve already reviewed my communication with ********************* but let me attach for the record.
  Im extremely concerned I will receive same answer all over again.
  
  Thank you and best regards,
  
  *********
  ************

   

   

   

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

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

  Business response

  05/07/2024

  Dear *** ************** find below our response to the US BBB.
  
  
  BBB reference **********
  KLM Ref: *********
  
  Dear *** ************** would like to inform that we have forward again this matter the Flying Blue, and it should be handled and sorted by them.
  *** **** should receive updates about the miles added via email, from Flying Blue customer services.
  We would also recommend to contact directly the Flying Blue customer line.
  
  Customer service: ***************
  Toll-free from ************* - OPENING HOURS 24/7
  
  
  We look forward to welcoming you on board our flights again soon and hope that in future everything will be to your entire satisfaction.
  
  Best regards,
  *************************
  KLM ************* Assistant
  
  
  
  

  Customer response

  05/11/2024

  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:

  [Your Answer Here]

  I would like to wait and see if KLM will take action or not.  As same as their previous response, nothing has been accomplished so far...  Since BBB requests response with in 6 days, I had to reject their response again.  I hope they understand what they are doing.  I need someone to take charge and try to resolve the issue, not pushing the problem to someone else...  Machine can do that.
  

   

   

   

   

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

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

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booking Reference - ****** I am writing to file a formal complaint against KLM regarding their handling of my recent business class flight reservation amidst the ******19 pandemic. My experience with KLM's customer service has been nothing short of frustrating and unreasonable.Despite testing positive for COVID on Feb 29th, I diligently contacted KLM customer service to notify them of my situation. In response, I was asked to provide proof of my positive test, which I promptly provided by sending a picture of my test from the self-test ag kit, as requested.However, upon contacting KLM again, I was informed that they required a medical certificate to issue flight credits. I immediately contacted my doctor's ****** and obtained a note signed by the nurse practitioner, as requested by KLM.To my dismay, KLM refused to accept the note from my doctor's ****** as a valid document, insisting on a different form of documentation. This stance is not only unreasonable but also puts me at a significant loss, considering the substantial amount of money invested in a business class ticket.Despite my repeated attempts to resolve the issue, KLM's customer service has been unhelpful and inflexible. I find it utterly unacceptable that KLM is not honoring their commitment to provide adequate customer service, especially during these unprecedented times.As a result, I am left with no choice but to escalate this matter and seek assistance from the Better Business Bureau. I request a prompt resolution to this issue and fair compensation for the inconvenience and financial loss incurred due to KLM's mishandling of my situation.Thank you for your attention to this matter.Best,*****

  Business response

  04/04/2024

  Dear *********************
  Please find below our response to the ******** BBB:
  
  Your reference: ******** 
  Our reference : *********
  
  
  Dear BBB,
  
  We regret to have learned of the inconvenience described by the complainant ********************* in his complaint regarding the refund of his ************* ticket purchased on 10/11/2023 due to problems issues.
  
  After checking the passenger's file, we note that we have refunded the ticket in the form of a non-refundable voucher ************* in the amount of ******* USD on 04/04/2024 to be used within 12 months from today.
  
  Yours ********************************************************************** Assistant
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I flew to Europe last year on Delta and on one segment I had to fly on KLM. On our return trip KLM canceled our flight and stranded ** in ******** for 2 days. There were earlier flights that had seats. They tried to say it was weather and therefore we weren't *********** any compensation. If you read my letter to KLM below you will understand why this doesn't hold water. We had a Carriage of Contract according to my attorney and they broke it. They still had an obligation to get us home in a timely manner. We tried to contact them as soon as we realized what was happening. We were on hold with their reservation department for over 2 hours. Since they canceled our ********-********* flight and rebooked us 2 days later this would have caused us to misconnect on our Delta flight from ********* to *******. We decided to called Delta, who is their partner airline. Delta booked us two seats the next morning which still allowed us to contact with our ********* flight. They charged us for the new ********-********* tickets. When we finally got KLM on the line, the reservation stated that he could also put us on that same flight but since we already were rebooked through Delta he stated to just save our new ticket receipts and that KLM would have to reimburse us. He stated just explain that you were on hold for two hours and didn't even know if anyone would answer the phone that evening. I took him at his word. I haven't gotten anywhere with KLM. Please read the attached letter to KLM/Air France for more details. I have repeatedly asked for a supervisor after their initial denial but to no avail. They are now pretending that they can't locate my initial claim when I email them. I'm clearly getting the run around.

  Business response

  04/09/2024

  Dear BBB, 
  
  I am writing to formally acknowledge receipt of the case filed against our company referenced under *********
  As per my understanding of the matter, the complainant was set to embark on a journey with our company from ******** to ********* on the 23rd of December, 2023. However, due to a cancellation resulting from adverse weather conditions, they were rebooked for the 25th of December, 2023, two days later. This rebooking was necessitated by circumstances beyond our control, and was not optional for the complainant, as they held separate tickets with Delta Airlines for a connecting flight from ********* to *******, which they needed to honor. Regrettably, we were unable to facilitate their timely connection, leading them to independently procure new tickets through Delta from ******** to *******, for which they now seek reimbursement.
  It is imperative to note that in instances of service disruptions, our obligation is to provide alternative arrangements or offer a full refund, both of which were extended to the complainant in this case. It was the decision of the passenger not to utilize the rebooking option provided by us. Furthermore, I wish to clarify that the complainant's original booking with us was in Economy Class from ******** to *********. Therefore, we find it unreasonable to entertain a request for reimbursement equivalent to a Business Class ticket from ******** to *******.
  In light of the foregoing, we are of the opinion that we have fulfilled our obligations in accordance with relevant legislations. Accordingly, we respectfully decline the complainant's claim.
  
  Best regards,
  ******** Vie
  KLM *************

  Customer response

  04/10/2024

  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:     I read ***'s response and what they are stating is factually incorrect. They are claiming that I am requesting reimbursement for 2 Business Class seats from ******** -*******. This is false. We are requesting reimbursement from ********-********* only. It is true that Delta (*** partner Airline) sold us 2 business class seats from ******* because that was all they could pull up on their inventory. They added the *** flight from ********-********* to our already existing Delta reservation. The USD706.35 pp is listed as an "additional collection" on the receipt. Both receipts are on the original complaint as attachments. I checked the *** website earlier and USD700.00 appears to be the average business fare between ******** and ************ one-way business class ticket between ******** and ******* would cost USD2,724.00 pp as per the *** website. Again, I never requested reimbursement for ******** to ******* in Business Class-this is completely false. They are also claiming that it was our decision not to utilize the suggested booking. They are conveniently ignoring that this decision was largely based on the conversation we had with a *** reservation employee on Dec. 22, 2023 at 5:48pm. I'm sure they record calls for quality assurance like most other airlines and they could go back and verify what I am saying. The *** reservation agent said he could rebook us on an earlier flight that would allow us to connect to our Delta flight to from ***-***, but since Delta had already done that we should just ask for reimbursement from ***. He seemed confident that we would be reimbursed. He stated just tell them that you couldn't contact anyone at *** for over 2 hours. They are now refusing to honor what their employee told us. We based our decision on what the reservation agent told us. *** is responsible for what their employees advise passengers.  If what the agent told me is incorrect then I believe they have a responsibility to "make it right."  I can't emphasize enough that we based our decision on the information given to us by the *** reservation agent. If we knew reimbursement would be denied. We would have had the *** agent rebook us on an earlier flight then called Delta back and had them remove the ****AMS segment from our reservation and give us a travel credit. My husband and I have Platinum status with DL and they would have done this for us.  I would also like to add that the *** reservation agent informed us that they had available seats on flights on both the 23rd and 24th. He seemed surprised that we were rebooked 2 days later on Christmas morning when they had open seats on earlier flights. I noticed that throughout all of our correspondence with *** ************* no one has addressed what the reservation agent told us. I am requesting that they go back and listen to the phone call with the *** agent.

  My husband and I paid USD1,412.50 for 2 tickets to go from ******** -*********. We have the receipts. Upon going back and checking our records I know realize that *** did reimburse us USD172.10 pp for the original tickets that we did not travel on. 1,412.50-344.20=1,068.30.    USD1,068.30 is what we feel is owed to us. However, we would be satisfied with half of that amount in order to reach an amicable resolution. If they are going to continue to deny our claim, I feel they owe us an explanation for what the *** reservation agent told us and I want to know if they went back and listened to the phone call that took place on Dec. 22nd at 5:48pm.  I truly hope that we can work this out since feel the entire situation was not handled well by *** Airlines.

   

   

   

   

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

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

  Business response

  04/16/2024

  Dear BBB, 
  
  Case ID #********
  
  Following an internal review of the matter, it is imperative to convey that the response remains unaltered. As articulated previously, the standard procedure for disrupted flights entails the provision of either a refund or rebooking, both of which were duly extended in this instance. While recognizing the possibility of miscommunication between the concerned party and a colleague regarding the refund, it is pertinent to emphasize that issuing a refund for a booking made with another airline is beyond our jurisdiction.
  
  It is advised that the individual pursue resolution of this matter with their travel insurance provider for additional support.
  
  Best regards,
  ******** ************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Claim No. C-******* On January 16th, I traveled with Delta Airlines to ******, where I stayed at the ************ for two nights. Upon my arrival in ******, I discovered that my baggage was missing and promptly filed a claim at the airport. In the claim, I specifically requested not to deliver my bags to the hotel after January 18th, as my checkout was scheduled for 3 am on January 19th.Despite my clear instructions, my baggage was not delivered, and I was forced to fill out an online claim on the airfare website, as guided by Delta Airlines, as the flight was operated by KLM. However, the response to my email inquiry stated that my baggage were delivered on January 19th, which contradicts the information displayed on the tracking website, where it still shows the delivery process as ongoing.Furthermore, I received no communication regarding the status of my baggage , nor did I receive any calls or emails as promised. As a result of this negligence, I had to incur additional expenses amounting to $600 to purchase new clothes, shoes, and personal items necessary for my business meetings in ****** and my subsequent travel to *****..My total loss exceeds $3600, considering the value of the items that were in the missing baggage and the additional expenses incurred due to their absence.I followed all the instructions provided for filing a claim promptly, as instructed by your customer service representatives. As per DOT regulations, airlines are obligated to compensate passengers for any damages, delays, or losses incurred during their travel.

  Business response

  04/04/2024

  Dear BBB,
  I hereby formally acknowledge receipt of the case filed against our company referenced under *********
  
  As I understand it, after the complainant's journey from ******* to ****** via ********* on the 16th of January, 2024,, he arrived to find that his luggage had not been loaded with him. It was subsequently delayed for more than 21 days, deeming it lost under the Montreal Convention.
  
  Under the convention, and our General Conditions of Carriage, we are liable in this instance to reimburse the complainant for the lost item. The maximum liability being 1288 SDR. However, as with any legislation which stipulates provisions of reimbursement, the fee must be quantified and justified. There are no documents in the claim which substantiate any sum. We are therefore unable to offer any reimbursement.Should the complainant be able to provide us with documents proving the value of the lost suitcase and its contents (such as itemized fiscal receipts), we welcome this for reevaluation.
  
  Best regards,
  ******** ************************

  Customer response

  04/09/2024

  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've received an email from customer service inquiring about the values of the items, and I've promptly replied to their inquiry. However, I just need some extra time to ensure that everything progresses smoothly. Thank you for your understanding!

  
  

   

   

   

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

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

  Customer response

  04/21/2024

  Hello,

  I am still waiting to receive the cheque from KLM. 

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

   

  Business response

  04/23/2024

  Dear BBB,
  
  I am writing to formally acknowledge receipt of the correspondence submitted by the complainant in the case referenced under *********
  
  As per my previous correspondence, it may take up to 28 working days for the check to arrive. I therefore advise the passenger to get back to me after the 13th of May if he is yet to receive the check at that point. 
  
  Best regards,
  ***********************
  Customer Engagement Specialist
  ******** NAM *******
  
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  03/28/2024

  Dear BBB,
  
  
  I acknowledge receipt of the case filed against our company referenced under *********
  
  As per my understanding of the matter, on the complainant's intended journey from ****** to ******* ************* and ******* on the 12th of February, 2024, their connecting flight to ******* was canceled. Subsequently, they were rerouted to ***********, where they were to connect to *******. However, the flight to *********** had to be redirected back to *********, where the complainants stayed overnight, to be rebooked to ******* via ******* the following day.
  
  Based on this, the complainant is seeking reimbursement for care and assistance expenses, compensation under ** Regulation 261/2004, and reimbursement for loss of income.
  
  Having reviewed the matter, I must fully reject the claim.
  
  Regarding the care and assistance expenses, please note that we cannot accept credit card statements as proof of expenses. To be eligible for reimbursement, itemized fiscal receipts are required.
  
  As for compensation, it's essential to recognize that the complainant's itinerary began and ended in two countries outside the *************** Therefore, the compensation outlined in the regulation does not apply. This interpretation has been affirmed by the European Court of Justice. Additionally, there is no legislation in ***************** or ***** that extends compensation for this incident.
  
  Regarding the loss of income, it's important to clarify that this is considered an indirect loss. Under the Montreal Convention, the airline cannot be held liable for such losses. Therefore, I recommend that the complainant direct this claim to their travel insurance.
  
  While we understand the inconvenience this journey posed for the complainant, especially when traveling with their 18-month-old toddler, we are bound by current legislation. Therefore, we respectfully reject the claim.
  
  
  Best regards,
  ********************
  KLM *************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was issued a KLM voucher (verification #: *************) for a trip I was unable to attend in the amount of $1973.45 after I was told not to fly per my doctor's recommendation. In Jan. 2024 I called KLM and purchased 4 tickets to ***** using this voucher over the phone. I then authorized the agent to charge my ********** card the remainder of the balance which came out to be $31.31 given the cost of the total flights came out to $2004.76. On 01/26/2024 three charges were deducted from my Chase account each in the amount of $501.19 equating to a total of $1503.57. I did not authorize this money to be taken from my account and would like the money refunded. I have attached images of the charges here without including any specific bank details. This issue should also be reflected within KLM documentation case #s: ********, ********, ********, as well as within several notes after calling and disputing this issue over the past month. I believe KLM should honor the agreed upon transaction which was to use the voucher to pay for the flights to **, refund the $1503.57 that was not authorized yet still taken from my account, and remedy the inconvenience caused as a result of managing KLM's malfeasance.Unfortunately, I am prepared to take legal action in court given the charges made without prior authorization, should KLM continue to refuse to refund the money stolen from my account.

  Business response

  03/08/2024

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

  Dear BBB
  In relation to the refund request made by the customer. I am sorry that the voucher *************, was only used to purchase 1 of the 4 tickets requested. Therefore, we have requested an exceptional refund for the non-refundable voucher *************, to the amount of ******* USD, under refund reference: **************** and the unused voucher under reservation* ******, numbers: ************* and **************
  Yours sincerely,
  *****************************
  Air France KLM ************* Assistant

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Took a flight on January 26 2024 ; confirmation number: ******. Booked an extra seat because I am a larger guest. When initially booking I was advised if theres open seats available Im *********** a refund for the second seat. Which there was at least 3 open seats available. I contact klm multiple times they wont refund me. They told me to also file a claim on their website which I did and they rejected it. Its in their own policy online. Im due a refund for the second seat.

  Business response

  02/29/2024

  Dear BBB, 
  
  I hereby acknowledge receipt of the case filed against our company with the BBB referenced under ********. 
  
  As I understand the matter, the complainant had purchased an extra seat on his journey with us from ********* to ******** ************* on the 26th of January, 2024. He has requested this extra seat option to be refunded due to there being several other available seats on the plane. 
  
  Having reviewed the matter, I can see that the extra seat option was refunded under ****************. We thereby consider this matter as resolved. 
  
  Best regards,
  ***********************

  Customer response

  03/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Ive also reviewed my credit card and confirmed the credit has been made to my account. Thank you  

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

  
  

*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. ↩