KLM Royal Dutch Airlines

We are sorry to learn that [redacted] was dissatisfied with the lack of information from her travel agency Sky Link Travel Canada, when booking her [redacted] Lines’ tickets from Toronto to Mumbai, via Amsterdam. We must refer you to them for their explanation.That being said, the baggage allowance...

on KLM flights can be found here: baggage options. Currently, because she is travelling with an infant on her lap, the usual baggage allowance (1 hand baggage + 1 accessory for combined weight not exceeding 12 kg in the cabin & 1 baggage not exceeding 23 kg in the hold) is increased by 1 baggage not exceeding 12 kg in the cabin & 1 baggage not exceeding 10 kg in the hold & 1 collapsible stroller or pram.We do hope that this explanation with enable [redacted] to adequately prepare for travel and that her journey will be at her entire satisfaction.

We are sorry to learn that the baggage [redacted] entrusted to [redacted] in Bogota was not available upon his arrival in Barcelona. Also, we wish to offer him our renewed apologies for any inconvenience caused.  We are aware of the considerable difficulty incidents such as this can cause....

Every effort is made to ensure the handling of our customers' baggage is seamless and trouble-free and we very much regret this was not the case on this occasion. In order for our Baggage Service Recovery to review his claim, we kindly ask [redacted] to fill out the form on our Website through e-mail to KLM Customer Care. Our Baggage Service Recovery team will be in touch with him.  We certainly hope that despite his poor experience on this occasion, [redacted] will choose our airline again in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They required ticket number and flight number and dates. 
Booking Code [redacted] Nov 2015, Flight #- [redacted] Nov 2015, Flight # - [redacted]E-Ticket # [redacted]Flying Blue # - [redacted] 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted],
Thank you for contacting via the Revdex.com website.
You brought to our attention that your father’s first name was misspelled while booking on a travel agency website. As a result, you were asked by the agency to pay 100$ for changing the name back to its accurate spelling.
As mentioned...

on our website, a change of name may imply a fee. In your case, the only way to make the correction was by contacting your travel agency. ([redacted] ) However, kindly be informed that your agency might charge a fee themselves in order to correct it. Please understand we have no control on their internal policy.
[redacted], I regret I cannot answer favorably to your request for a refund. I am sorry for the disappointment caused.
Thank you for contacting us.
KLM Customer Care

[redacted],
Thank for contacting us via the Revdex.com website.
Looking into your file, I understand you paid 70 EUR for an economy comfort seat, which applies for your flight [redacted], on December [redacted], between Amsterdam and Atlanta. This amount is still open for use, meaning you can still benefit from it...

when travelling on flight [redacted]. You brought to our attention that you were charged an additional supplement of $95.97 for a new seat.  Unfortunately, I don’t see any trace of this payment on your reservation information. 
In order for us to consider a possible refund, please submit us a proof of this payment at your earliest convenience.
However, I must respectfully decline your request for a cash payment of $200 for the 3 hours you spent on the phone, as this is not part of our conditions of carriage.
We look forward to your response, so we may process your claim promptly. Thank you for sending us the document we have requested.
Best regards,
KLM Customer Care

Dear [redacted], As to avoid double treatment of your file, kindly keep in touch with the D.O.T for the resolution of your complaint.  Please refer to my last communication for the person who is now handling your case. Thank you for your understanding on this matter, KLM Customer Care

Dear [redacted],I am sorry that [redacted] is still waiting for our compensation.Kindly be informed that [redacted] never gave us his agreement about accepting or refusing the compensation offered on April [redacted]. It is now in my understanding that the passenger is now accepting our compensation.[redacted] should receive the non-refundable travel voucher by e-mail in the next few days.Kind regards,Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I understand that the terms and conditions of KLM state that it is the responsibility of the customer to ensure the miles are credited. But, in my case, I did use my frequent flyer number when booking my flights, which should have recorded the miles on my account. Unfortunately, it was KLM's error that prevented the miles from appearing in my account altogether (both from the KLM and the [redacted] flights), and I am requesting that they make an exception to their rule as a courtesy and credit my account. Not only is the customer paying high ticket prices and fees, but we are supposed to be responsible for ensuring the technical aspects of transactions which KLM should be handling altogether. It is just not fair, and if they are concerned about conducting a professional business, they should have the customer interest at heart and not their bottom line. Thanks.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted],
Thank you for your message.
For your information, we consider a name change or a name correction the same. As per the link we previously sent you, it is well explained that KLM might charge you in these circumstances. Therefore, we haven’t changed our position in regards to refunding the fee paid for the modification.
Kind regards,
KLM Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Delta's disposition of the situation is incorrect:1) I was denied boarding against my will. I never agreed to this and if Delta has a proof that I did agree to not board voluntarily then I would like to see that proof.2) The compensation was assigned to my account without my knowledge or agreement3) The compensation EUR 300 travel voucher they assigned to my account without my knowledge is not compliant with Regulation (EC) No [redacted] which is EUR 600 in cash/cehckPlease see attached the email conversation I had with the delta reps on the complaint case I lodged.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted],
Thank you for contacting us via the Revdex.com.
In order for us to fully review your claim, please provide us with your ticket number and flight number and dates.We look forward to your response, so we may process your claim promptly. Thank you for sending us the information we have...

requested at your earliest convenience.
Kind regards,
KLM Customer Care

We are sorry to learn that due to overbooking [redacted] was unable to travel in World Business class as booked on flight [redacted] of * April 2017, operated by KLM from Amsterdam to Entebbe.  We can appreciate and sincerely regret the inconvenience that this must have caused him and offer our...

sincere apologies. While we understand that this situation must have been disappointing, there are many reasons why it is necessary for airlines to overbook, although we strive to keep this to an absolute minimum. Since his travel agency issued a [redacted] ticket for this journey, we invite [redacted] to apply for refund on that airline’s Refund exception form, once this journey is completed and the ticket fully used. We also note that [redacted] has already received a travel voucher from our ground staff at Schiphol airport. We trust this gesture of goodwill will go some way in restoring [redacted]' confidence in our services. This EMD voucher may be used to [redacted] or to buy extra options for KLM flights through [redacted]. We do hope that the above explanation will help soften the negative impact of this situation.

We are sorry to learn that [redacted] is disappointed and dissatisfied with our answer to his request. We have carefully reviewed his file and regret that he felt his complaint had not been completely dealt with to his satisfaction.  We can only reiterate that we try to offer as much information as possible on our Website or through our call centre to allow our passengers to appropriately plan their journey and baggage information is one of the main topics. We regret that he was not provided this information by the travel agency he purchased his tickets through. May we suggest that he contacts them to obtain their explanation?

We are sorry to learn about the incident described by [redacted] with her baggage and regret that she has not received the response sent to her by our Baggage Service Recovery department, handled by our partner Delta Air Lines, on ** June 2017 under reference Delta File [redacted]. We are...

aware of the considerable difficulty incidents such as this can cause. Every effort is made to ensure the handling of our customers' baggage is seamless and trouble-free and I very much regret this was not the case on this occasion.   However in this case, as indicated in the response sent to her, airlines can only accept liability if the loss is reported in writing to their Customer Care departments within 7 days after receiving the baggage and therefore cannot respond favourably to her request. We can only suggest that she verifies with her insurance company, if this situation is covered by her policy.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is completely a malpractice that name correction is also treated as name change.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

That's the main problem that it is not a name change, it is a name correction with just single alphabet misspelled and agent has clearly mentioned that they are not charging any fees and it is only KLM who is charging this fees.Please confirm.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Sadly, KLM choose to ignore the facts about their employee attitude and behavior. I will NOT accept the fact that I was falsely accused of ridiculous things, such as altering confirmation email and reservation confirmationYour agent did everything possibly to assign seat in Economy class, although I paid for the comfort zone. You also fail to provide exact circumstances that made you change my assigned seat.With that said, I have no choice, but to proceed with a court claim against KLM and KLM employee. I am kindly asking to help me identify the person who dealt with the situation (she presented herself as [redacted], but I doubt this is her name, as I had to ask like 3 times for that). In fact, if this is not her true name (which she announced in front of whole check-in raw and couple of my friends), I would not be surprised at all given the way she actedI also will not tolerate such attitude towards me in public. I would certainly understand if you would use my seat for the special needs person, or person with child, instead you put there your preferred passenger and came up with lame excuse about your right "for last minute change".Once again, failure to even acknowledge behavior of your employee in your response, shows how much you care.This is my last letter and attempt to resolve this without getting court of law involved. I am still expecting a refund and the letter of apology from your employee 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],
 
We are sorry to learn that [redacted] and her daughter could not travel as planned, due to overbooking of their flight.
 
Our records show that they volunteered not to travel on that flight and accepted an alternate itinerary to their final destination....

Consequently, they have each received compensation in accordance with Art. 4, §1 of Regulation (EC) [redacted].
 
 
Therefore, we regret that we are unable to give a favorable response to [redacted] request for further compensation.

As this is an exceptional case, which will be handled by our customer care department, not refunds, all necessary info requested must be supplied to us for review. A claim must be filed on our website  [redacted] with reference to case number [redacted]. The direct link was already provided in previous response sent, otherwise click on Contact Us, then Claims, then Other Claims, and fill out the online form. Passenger must have a permanent address in the US in order for us to proceed with this claim, which must be provided when filing the claim online. The information provided to us in regards to foreign diplomatic tax exemption is what we sent in previous response, as follows: USD $5.50YC / EUR4.94 –U.S. Customs Fee USD $7.00XY / EUR6.29 –U.S. Immigration and Naturalization Fee USD $3.96XA / EUR3.56 –U.S. Animal and Plant Health Inspection Service (APHIS) Fee Should there be any other tax exemption applicable, we must be provided with the proper documentation supporting this information, otherwise we will only consider the above mentioned taxes.

Revdex.com:At this time, I have not been contacted by KLM Royal Dutch Airlines regarding complaint ID [redacted].Sincerely,
[redacted]