KLM Royal Dutch Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted],
Thank you for contacting us via the Revdex.com website.
You informed us that your flight was delayed when travelling from West Palm Beach to Atlanta on September [redacted].  While I sympathize with the frustration of being late and missing your connecting flight, kindly be informed that this...

delayed flight was operated and under the responsibility of [redacted]). Should you wish to go further with this claim, please contact [redacted] directly for further actions, as we are not responsible for their flights. We also have no access to their records in order to fully investigate this matter.
You also mentioned that upon your return flight on September [redacted], our ground staff “refused” to check you in, due to a mistake in your name. Looking into your file, I understand that your attempt to check in was done past the minimum requested time of check-in (attempt at 5:55 for a departure at 6:40). Please understand all passengers must check-in at least 60 minutes in advance and present themselves at the gate by the stipulated time. This affords the time necessary for passengers to check-in, clear passport control, reach the flight departure gates, pass through security, board the aircraft and meet their scheduled departure time. Unfortunately, checking-in 45 minutes before your departure time didn’t allow our ground staff enough time to make the necessary correction with your name.While we fully understand your disappointment, we hope that the explanation above clarifies why you were unable to travel and why no compensation/refund is offered in such circumstances.
[redacted], thank you for contacting us.
Air France/KLM Customer Care

We are sorry to learn that Ms and her travel companions were not able to travel back to America on the flights operated by Alitalia and Delta Air Lines that her travel agency had booked initially.A review of their bookings indicates that on * March 2017, flight [redacted] of ** April 2017...

became unavailable, apparently because of the discontinuation of the codeshare agreement with the operating airline, Alitalia.Our records show that on the same day, her travel agency reissued the tickets with a replacement flight, departing at 06:30 and operated by KLM.We also noted that two days later, on * March, they were rebooked on flights operated by Delta Air Lines, via Atlanta, and that on * March, her travel agency requested seats for these flights.Our operations centre indicated that they attempted to contact you about these changes, albeit without success, and we therefore regret that her travel agency did not reach her either.We further observed that an attempt by the ground staff to book the Alitalia flight from Rome to Amsterdam that corresponded to the original reservation was unsuccessful.We appreciate [redacted] and her companions’ decision to renounce their existing tickets to purchase others on another airline, however, we are unable to grant an exception regarding her request for a refund of their partially used Delta Air Lines tickets.

Eddie Poff stated he is going to customer's house to repair unit.

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:

 The departure trip, I booked the ticket from KLM official website [redacted] so KLM can not tell me that it was someone else fault the the plane was late. [redacted] is KLM partner but I reserved and paid to KLM not [redacted]. I have attached the two e-mails which I have received from [redacted] one is regarding the Delay of my flight and the second is regarding the Gate change and I have attached both of them as an evidence.The return trip, I have included my initial reservation with KLM.First, I have arrived to the airport more than an hour ahead of the departure time of my flight and I was waiting in the line of KLM check in desk to check in for more than 15 minutes and when I reached the person to check me in he asked me to step on the side because there is a problem with the name and hold me there waiting for his supervisor who came like 10 minutes later and KLM staff checked in many people who came after me and were behind me in the line to the same flight. Then the KLM staff supervisor turned to me after finishing everyone and started claiming that I am late and they can not print the check in passage because the mistake in the name even though the name was correct as and I traveled using the same reservation two weeks.Second, The name was correct and there was no problem with it as you can see in the confirmation which I have used the same name and reservation to travel two weeks earlier.Third, I have included my confirmation which I have received from KLM and It has no mention of any rules or notes regarding the 60 minutes minimum rule which you are talking about. You can not make rules on the go. That is unprofessional and unacceptable. Beside, the airport in Egypt is not that big and I would have gone from KLM front desk to the gate in less than 5 minute if KLM staff finished me faster as soon as I arrived not waiting in front of KLM front desk fro someone to help me.
 
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:

[I checked with my credit card company and my credit card company confirmed that KLM did not issue a refund to me.  Instead, my credit card company had to FORCE KLM to issue the refund.  What I am telling you is that your records were wrong and you refused to check to see whether the actual refund was issued.  Instead, you simply stated the same thing you are stating in this email that your own records indicated that the refund had been issued but you never agreed or were willing to check whether your records were correct.  Your records were wrong and not until my credit card company sent a request to KLM that forced you to refund the amount within 7 days did you do anything.  KLM did nothing.  Do you understand what I am saying?  You also refused to show me any records or any statement or any proof that you even tried to issue the refund.  Checking on KLM's social media site shows hundreds of requests for refunds with some people waiting over 18 months for a refund.  I already had waited the time you indicated without any refund.  Plus, you have not acknowledged that KLM had charged me incorrectly already previously once.  Do you not see that it was your fault? Instead, you do not admit the fault now and try to show how you tried to rectify the situation.  Instead, you simply keep stating that your records indicated a refund but you refused to check your records to confirm whether the refund had actually been sent. You are doing consumers wrong. ]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Even though ECONOMY cass...found the seat I occupied SMALLEST I HAVE EVER occupied on any flight...was at back plane 41 G I believe...aisle seat...3 across...could not even stretch my feet forward as there was no room under seat in front...was anchored to floor by metal piece which meant I had to put left foot and leg in sitting up straight position through whole flight 8 hrs long...and my right leg and foot streched out into part aisle...there was not enough room for me to even leave my seat without crawling over arm guard...other than this...KLM staff and flights were excellent...would probably need to upgrade to business class next time if I can afford it...8 hour flights when scrunched into such a small space are very uncomfortable...I got up every 90 minutes for 10 minutes and walked and did exercises for ankles and legs...have been home 2 days now and finally free of backches and leg and knee pains due to long flight and restrictive seating...at my age (70)just need more comfortable seating and more room to move around...

Review: On **-Sep-2015 I booked a flight (booking code [redacted]). At that time I selected seats and I also upgraded to economy comfort (ticket #[redacted]) for an additional 70 Euros.

On **-Nov-2015 I checked the trip online and I saw the flight was canceled. I called customer service at ###-###-####.

They reinstated the trip but they said that I need to reselect seats. I re-selected seats (from whatever small selection was still available), but I was unable to reuse the original upgrade to economy comfort. They told me that there was an "equipment change", and I need to purchase a new supplement at a higher price ($95.97). They also told me to ask for a refund of the original supplement, and I filed the refund request with them on the phone.

So I paid $95.97, got a new seat (worse than what I selected in ** Sep) and filed a refund form for the original charge of $70 Euros.

Next day I received an email from KLM saying that my request for refund was rejected, because " it does not meet the criteria listed on the website".

I called KLM again and they said they will look into this.

Here are my concerns:

1. they canceled the flight without notifying me; had I not verified the trip online, I would have never known that the trip was canceled.

2. they asked me to pay more for a service I paid already (upgrade to economy comfort)

3. they told me to ask for a refund of the original charge, and then they rejected my request

4. if I was to make a change to my trip, they would have charged me at least $100. But yet they can make changes to my trip without even notifying me.Desired Settlement: 1. I would like to get the refund for the 70 Euros I paid on **-Sep-2015

2. I would like a $200 cash reimbursement for the time I spent on the phone (3 hours), the loss of seats and the difference in price from 70 Euros to $95.97.

Thank you

Business

Response:

[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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Dear Delta,your only response was,deal w/KLM.First, let me address the confusion you said you had.I re-read my email to you, where I clearly state, the wheelchair was sent back by Delta to a repair shop( in Boise, Idaho)I left chair those repairs were never paid for by Delta. I paid them.When I did finally get wheelchair back, my trip was weeks over,I couldn't afford to pay for seat,it was still broken,the wheelchair badly damaged from the flight. It has never run properly since, looks 10 years older,dirty,chipped and seat torn/broken. Nowhere did I state that Delta actually paid for repairs but they promised to.Please re-read my email. Additionally, while there were no new issues on the Airfrance flight, it was not "trouble free",I did not have wheelchair!.The baggage was missing for at least 48 hours. No one ever gave us a copy of any form, our discussions about when we would get our wheelchair were all verbal with your staff,it took two days to get it,finally, arrived broken,not usable.We had to pay a taxi company $300. to pick up chair at the hotel and deliver to the Rome airport terminal ,after being delivered to hotel damaged. You do not have a record of this?.The company we paid was an independent company as Delta was unwilling to come for chair, we were not able to lift it ourselves. Although we asked, no repairs were made or offered for the duration of the trip, we attempted to find one ourselves but were unsuccessful. I wouldn't know where to begin w/the cabs and tips we had to pay and the lost plans, this has cost us. Or the long term cost of [redacted]'s injuries. We cannot repeat such a trip, which cost over 10,000 in total for $500 each. I realize you are separate companies but working together. I want reimbursement (as minimum) for my repairs on the chair and the seat repair paid, not even addressing the poor shape its in! I want DELTA to give us 3 round trip ticket vouchers to [redacted]. KLMs offer accepted for KLM flight but not received! I gave Delta the chair in Boise!!Desired Settlement: DesiredSettlementID: Other (requires explanation)

In addition to KLM sending 3 $500 vouchers for their part in Europe(which we have not received).We want 3 Round trip vouchers from Delta to anywhere they fly in Europe from Boise,this is where we last saw my electric chair during trip.That way we can actually use the KLM vouchers-if they come.We also want 4* accommodations.We also want the paid (by us) repairs reimbursed and the cost of the chair repair estimate.Or at least as high as the Delta

Consumer

Response:

At this time, I have not been contacted by KLM Royal Dutch Airlines regarding complaint ID [redacted].I have not been contacted by Delta or KLM.I have not received anything from them either.Thank you for staying on this.Sincerely,[redacted]

Review: I booked a flight to travel from West Palm Beach, USA to Cairo, Egypt.

My departure flight was supposed to leave from west palm beach airport Friday ** September 2015 at 17:45. The flight was delayed because the plan was not ready yet as it arrived late to the gate from what I sow myself while waiting for the flight. I also have an e-mail warning to prove that plane departure was rescheduled and delayed 30 minutes at least. The plane left really late and and arrived to Atlanta airport very late and I ended up missing my connecting flight. I ended up taking the next available flight which was 24 hours later and arriving to my destination 24 hours after my original ticket.

I ended up booking a hotel on my expense as the Airline refused to pay for the hotel for me even though it was their fault.

I arrived to my destination 24 hours late and I ended up missing a whole day at work and some important business meeting as well as loosing my luggage which has been shipped to me 3 days later.

On my return flight [redacted] September 2015, I went to the airport and airline crow refused to check me in because they claim that the reservation on the ticket has the wrong name. I had the right name on my reservation and I have already traveled from The USA to Egypt with the same reservation two weeks earlier and I have also received the confirmation e-mail for the check in a few hours earlier and I showed it to them but they still refused to allow me to board the flight and they asked me to go to the main office in the airport to fix it. My flight was on 06:40 AM and the airline office does not open till 7:00AM so I ended up missing the flight AGAIN.

The airline crow in the office was the same crow boarding the plan and they still gave me hard time even though they witnessed my situation themselves. They some haw decided that the situation is my fault and forced me to pay $318.01 to put me on the next available flight or I will stuck in Egypt.

That is very unprofessional and I am very upset because I ended up reaching my destination in West Palm Beach with a total delay of 24 hours. I also had to find a hotel to stay for the night and missing a whole day at work.

I have all the conformation e-mails which supports my claim. I have received from the company confirmations including notification of the first flight delay from West palm beach to Atlanta. I have also the check in and confirmation for my reservation with the correct name in my ticket. I also have the receipt for the additional charges which KLM forced me to pay.Desired Settlement: I expect a refund of the $318.01 and for the hotels and a fare compensation for the inconvenience which I have experienced including 48 hours of total delay in both trips and missing 2 days of work.

Business

Response:

[redacted],

Thank you for contacting us via the Revdex.com website.

You informed us that your flight was delayed when travelling from West Palm Beach to Atlanta on September [redacted]. While I sympathize with the frustration of being late and missing your connecting flight, kindly be informed that this delayed flight was operated and under the responsibility of [redacted] ([redacted]). Should you wish to go further with this claim, please contact [redacted] directly for further actions, as we are not responsible for their flights. We also have no access to their records in order to fully investigate this matter.

You also mentioned that upon your return flight on September [redacted], our ground staff “refused” to check you in, due to a mistake in your name. Looking into your file, I understand that your attempt to check in was done past the minimum requested time of check-in (attempt at 5:55 for a departure at 6:40). Please understand all passengers must check-in at least 60 minutes in advance and present themselves at the gate by the stipulated time. This affords the time necessary for passengers to check-in, clear passport control, reach the flight departure gates, pass through security, board the aircraft and meet their scheduled departure time. Unfortunately, checking-in 45 minutes before your departure time didn’t allow our ground staff enough time to make the necessary correction with your name.While we fully understand your disappointment, we hope that the explanation above clarifies why you were unable to travel and why no compensation/refund is offered in such circumstances.

[redacted], thank you for contacting us.

Air France/KLM Customer Care

Consumer

Response:

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:

The departure trip, I booked the ticket from KLM official website [redacted] so KLM can not tell me that it was someone else fault the the plane was late. [redacted] is KLM partner but I reserved and paid to KLM not [redacted]. I have attached the two e-mails which I have received from [redacted] one is regarding the Delay of my flight and the second is regarding the Gate change and I have attached both of them as an evidence.The return trip, I have included my initial reservation with KLM.First, I have arrived to the airport more than an hour ahead of the departure time of my flight and I was waiting in the line of KLM check in desk to check in for more than 15 minutes and when I reached the person to check me in he asked me to step on the side because there is a problem with the name and hold me there waiting for his supervisor who came like 10 minutes later and KLM staff checked in many people who came after me and were behind me in the line to the same flight. Then the KLM staff supervisor turned to me after finishing everyone and started claiming that I am late and they can not print the check in passage because the mistake in the name even though the name was correct as and I traveled using the same reservation two weeks.Second, The name was correct and there was no problem with it as you can see in the confirmation which I have used the same name and reservation to travel two weeks earlier.Third, I have included my confirmation which I have received from KLM and It has no mention of any rules or notes regarding the 60 minutes minimum rule which you are talking about. You can not make rules on the go. That is unprofessional and unacceptable. Beside, the airport in Egypt is not that big and I would have gone from KLM front desk to the gate in less than 5 minute if KLM staff finished me faster as soon as I arrived not waiting in front of KLM front desk fro someone to help me.

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

Sincerely,

Business

Response:

[redacted],

We have received your message.

However in absence of new elements, we can only confirm the terms of our previous answers.

To clarify, the 16.60 refund you are referring to is a tax adjustment due to the change of itinerary.

With kind regards,

Air France/KLM Customer Care

Consumer

Response:

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:

So that the tax adjustment as KLM calls it did not appear until I filed a complain and it was a mistake to charge it from the first place and I would not have got it if I had not filed a complain so based on that I see that you confirm that you may have mistakes in your records which brings us to the first mistakes that you did with my name which caused all that inconvenience for me from the first place. Do I have to file a complain to get my reservation reviewed to find these mistakes? and if so how many customers have KLM overcharged like that and got away with it because simply the customers trusted KLM.I see that KLM have no intention in resolving the case based on KLM previous responses despite the clear proofs of Their fault, So I guess this case will stay opened.

I have provided all the information to proof my point and I will not accept anything other than a full refund of the extra charges which you have charged me and a fair compensation for the delay which caused me troubles in my work.

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

Sincerely,

Review: Respected Sir/Madam,

My concern is regarding the Flying Blue Membership Rewards points that I accumulated but was never able to use because the Airline never honored the booking request.

As part of rezolution I request KLM to reinstate my miles and also offer some bonus miles for the inconvenience.

Card number[redacted]

Membership level Ivory Since 2013-01-**

Award Miles balance 0 Miles

Level Miles balance 0 Miles

Qualifying flights 0 flights

Date of last transaction2013-04-**

2015-01[redacted]

MILES EXPIRY

15000 Miles

spent

2014-12-**

MILES EXPIRY

[redacted] Miles

spent

Best Regards

[redacted]Desired Settlement: either offer a credit to me so that I can immidiatly book a flight or offer miles with 2-3 year validity.

Business

Response:

[redacted],Thank you for contacting us.You brought to our attention that you were unable to book and use your Miles. While I understand this is an unfortunate situation, please understand that booking is subject to availability for the requested dates and destination.With regard to your expired Miles, I must respectfully decline your request of reinstating them and offering bonus Miles as compensation. Our general conditions clearly show that For Ivory Members, Award Miles are valid for 20 months. Only accrual on flights of Air France, KLM, SkyTeam Partners or any other activity designed as extending in the FB Communication, is considered as an extending activity. The Company reserves the right to cancel the Award Miles after a period of 20 months with no extending activity registered on the Member’s account. It is up to the Member to check the expiration date of his Miles. ([redacted]) I am sorry for the deception this may cause.[redacted] thank you for taking the time to share your comments with us.Kind regards,KLM Customer Care

Consumer

Response:

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:

[Your Answer Here]

This reflects very bad on your brand, and I will never trust you guys for what you did to me. I kept calling for the award flights but you never had the available class on my requested dates but I also request for award flights on any dates where the specific class was available but you guys never had the intention to accept my request. These practices are not really going to help you in any way. This kind of looked like that Kim never had the intention to redeem the miles that they awarded.

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

Sincerely,

Review: I purchased flight ticket from New York to Kiev Ukraine. Upon my arrival in Kiev, my luggage was missing. They shipped it to me 3 days later but there were items missing, including Apple Iphone 5s and my cosmetics bag. I immediately contacted KLM about the issue and they made me fill out documentation. Our correspondence has been going back and forth for over 4 month when finally they said that it's not their responsibility and told me to contact Ukrainian Airlines. I had no business with Ukrainian Airlines and it is now past any lost luggage claim deadlines to make any claims against them.It is also unacceptable to spend 4 months asking for different information to then finally that it's not their responsibility.More flight and lost baggage claim information:The flight was from JFK to KBP with a transfer in A[redacted]Flight numbers: [redacted] and [redacted]Booking number: [redacted]Ticket number: [redacted]Lost baggage claim number: [redacted]/**Jun14/1555GMTReceiving airline := KLReason for contact := ComplaintSubject := BaggageSub category := OtherAttachment 1 :=Attachment 2 :=FrequentFlyer program :=FrequentFlyer number :=FlyingBlue tierlevel :=Title := [redacted]Last name := [redacted]First name := [redacted]Telephone number :=Fax number :=e-mail address := [redacted]Address type := PersonalCompany name :=Address := [redacted] :=Additional info :=Postal code := [redacted]City := Middle VillageProvince or State := NYCountry := USAirline company := KLFlight number := [redacted]Departure date := **Jun2014Departure from := JFKArrival at := AMSTicket number := [redacted]Travel class := EconomyTrip purpose := PersonalFirm name :=Response required := YesFile referencenumber :=Baggage filenumber := [redacted]/**Jun14/1555GMT

Product_Or_Service: Airline tickett

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to be compensated for my missing ite[redacted] I have already sent KLM proof of purchases but I can do it again.

Business

Response:

We are sorry to learn that [redacted] was disappointed and dissatisfied with the answer that our partner Delta Air Lines sent her on ** July 2014 in response to her claim of * July 2014. We have carefully reviewed her file and we regret that she felt her complaint had not been completely dealt with to her satisfaction.

We regret that [redacted] was unaware of the airline operating her flight from Amsterdam to Kiev. This fact can have certain consequences on the journey and liabilities and we can only regret that you she was not provided with this information by her travel agency when booking her ticket.

While we are sorry to learn of the regrettable incident to her baggage we must respectfully confirm that claims are dealt by the last airline involved in transporting the passenger and baggage and to whom the incident was reported, in this instance, Ukraine International Airlines.

Furthermore, airlines can only accept liability if the loss is reported in writing within 7 days after receiving your baggage, we should highlight that we received the communication from [redacted] beyond that legal deadline.

Finally, to avoid similar problems for her next journeys, certain items should never be put into a piece of luggage that is transported in the baggage compartment:

• Small valuables: cash, credit cards, jewelry, an expensive camera.

• Critical items: medicine, keys, passport, tour vouchers, business papers.

• Irreplaceable items: manuscript, heirloo[redacted]

• Fragile items: eyeglasses, glass containers, liquids.

Items like this should be carried on one’s person or packed in a carry-on bag.

Consumer

Response:

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:

My complaints have not been addressed yet.

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

Sincerely,

Business

Response:

This is in regards to compliant ID [redacted] for [redacted].

We are sorry to learn that she was unhappy with the way her claim was dealt with. We fully understand her dissatisfaction, and apologize on behalf of KLM.

After having once again carefully considered your request, we can only confirm the response that was given to her in our previous message. Indeed, all the necessary elements have been already taken into account.

We thank you once again for giving us the opportunity to re-examine her file.

Sincerely,

KLM Customer Care USA

Review: Unlisted/undisclosed/hidden fee used by KLM airlines.When the passenger does not use the last segment of the flight, KLM Amsterdam Arrival Services imposes a so-called handling luggage fee of **5 euro per bag. If this fee is not paid, they will hold the bags for 90 days after which period it is not known what will happen to the bags. This specific **5 euro per bag fee (which looks like a sort of penalty fee) is not listed absolutely anywhere in the ticket conditions. KLM claims that it is for retrieving the baggage even tough in this case the bags might have been lost according to a couple of conflicting emails from the airline. I have made countless phone calls and sent countless emails to both KLM USA and KLM Netherlands to correct the issue but there was a total lack of transparency and total lack of goodwill in resolving this issue.

Product_Or_Service: Plane ticket

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

KLM to deliver the bags ASAP with no penalty and no other type of fee imposed. Also, KLM needs to properly list this specific **5 euro fee per bag in their ticketing conditions if they want to continue charging consumers and holding their bags as ransom. They need to clarify what exactly retrieving the bags means vs when in fact the bags are lost and are unavailable the same day when the passenger landed.KLM needs to apologize to my parents for

Business

Response:

We have previously been in contact with [redacted] concerning her parents’ change of itinerary on ** February 2014.

After thoroughly reviewing her claim, we must confirm our previously explained position on the matter.

We include below our ** March 2014 response to [redacted]:

Dear [redacted],

KLM has been informed that you contacted the US Department of Transportation, regarding your trip to Europe, in February 2014.

We understand that, although you were already checked-in to final destination, on KLM flight KL622 **FEB ATLAMS, connecting on KLM flight KL1977 **FEB AMSBUD, you decided to interrupt your trip in Amsterdam, which was your connecting point.

As you were trying to collect your baggage, our agents in AMS told you that your baggage will be off loaded. They explained to you the handling fee procedure, and informed you that payment should be made to the ticket office, prior to receiving the baggage.

On February **, your daughter called the carrier after a message was sent to you, to ask you to pick-up your baggage. Your daughter was explained that a handling fee had to be paid to collect the baggage in Amsterdam, because you did not travel as per your check-in process “Atlanta/ Budapest “ (via Amsterdam, a connecting point only). Your daughter requested a proof that a payment was necessary, and KLM did send a written confirmation by email.

On March **, your daughter was confirmed once more that payment was necessary to collect the baggage, which was to be picked-up in Amsterdam whereas its destination was Budapest. On March ** and on later dates as well, the same was confirmed again.

You are wondering where the information is available. On KLM website [redacted], at the bottom of the page, under KLM fine print, Conditions of Carriage, article [redacted], it is indicated :

“If the Passenger does not use all their Flight Coupons and prematurely interrupts their journey, the Passenger will be required to pay a fixed amount, in order to be able to retrieve their Checked Baggage.”

Whenever this is possible, we strongly recommend to call the reservation and make any change before the trip, and before check-in is completed. By doing so, the reservation can remove a flight or change the date, and will recalculate the cost of the ticket as per the new itinerary. At the airport, the traveler and the baggage will be automatically checked-in to the new destination of course.

We realize that you did not wish to travel to Budapest as initially planned. Regretfully, you were already checked-in for that destination and Amsterdam was only considered as a connecting point.

We are disheartened, [redacted], for the difficulties you are experiencing. As KLM informed you, the baggage will be kept for a maximum of 90 days, and the situation happened almost a month ago. We are very regretfully unable to waive the amount you are requested, per piece of baggage, and very respectfully encourage you to take the necessary measures to collect your baggage, before it is too late.

We hope that your future trips with us will be to your entire satisfaction.

Consumer

Response:

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 have already sent a reply to your response on March [redacted],2014. However [redacted] from KLM (who sent the original response forwarded here) did not answer my SPECIFIC questions. It has been 3 weeks with no reply from him or anybody else from KLM. I have received an automatic confirmation that my reply was received as file number [redacted] (attached here as word doc). Please see below exactly the same questions I have sent to [redacted]:

With

all due respect I am afraid that paragraph 3.4(d) from General

Conditions of Carriage does NOT list any **5 euro per bag handling fee.

Firstly,

this obscure and hidden paragraph does not apply. This fee seems to be

an ancillary fee, I believe. As such it should have been clearly listed

on your page with all the other fees:

Secondly,

the bags were probably lost according to 2 conflicting emails I have

received from your company. One of them said something about Nairobi.

Thirdly,

an email from Amsterdam Arrival Services does not constitute proof that

this is a legitimate fee. A legitimate fee is a fee whose amount of **5

euro per bag is clearly listed and visible in the contract. In our case

the contract is the ticketing agreement. There is no such fee there.

The

contract between 2 parties should make visible all the fees upfront.

That s what DOT is doing by creating rules for Full Disclosure of

Additional Fees.

To summarize:

1) Where may I see in the

ticketing agreement a **5 euro per bag fee listed? If it s nowhere

listed as **5 euro does this make it an out-of-contract fee, arbitrarily

calculated and imposed?

2) What exactly does retrieval mean? What

happens if the bags were lost? It is totally unclear when the bags were

available or if they were lost.

Most importantly: my parents and

I are old customers. Given this highly unusual fee and the unclear

disclosure, why is KLM not able to waive the fee as a goodwill gesture?]

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

Sincerely,

Business

Response:

We have reviewed [redacted]'s claim and, respectfully, there is nothing we can add following our final response of ** May 2014, as all relevant information concerning this case had already been provided and confirmed.

Consumer

Response:

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:

[The answer does NOT resolve my case. KLM did not even have the

courtesy to give me a phone call. I opened 2 more cases through their website

to request a phone call and they eventually sent me an email stating that this

is their final communication.

As a result I have opened cases with the following authorities:

-

Authority for Consumers and Markets (ACM) from Netherlands

-

Consumer Protection Division from Austin, Texas

(the flight originated in Austin)

-

Aviation Consumer Protection from Department of Transportation

There are many questions that

need answers:

- why is the amount not listed anywhere?

- how is this amount calculated? If it's not listed

they can change it from one day to the next. In fact initially they said it was

200 dollars and later they said it is **5 euro per bag.

- does it depend on the city where the trip

interruption takes place? What if the trip would have been interrupted in The

Hague and not Amsterdam?

- why is KLM allowed to hold the luggage as ransom if

the fee is not paid? Shouldn't they send a bill for the fee? Where in their

general conditions of carriage does it say that they can appropriate the

luggage if the fee is not paid?

Based on the results of the

investigations from the 3 agencies mentioned above, if it is decided that for

all intents and purposes this is in fact a hidden/undisclosed fee and unfair

business practice, I fully intend to bring lawsuit to KLM and ask for:

-

Damages for moral distress caused to myself and

my family not only for the unfair business practice but also for appropriating

the bags. It caused me a lot of distress because my father who has health

problems is very deeply affected by this issue.

-

Loss of use damages

-

The bags to be returned ASAP; it is unclear what

happened to the bags after 90 days. If they have been destroyed or disposed of,

I will ask for damages done to personal property to cover the full value of the

bags and their contents.

Please forward this response to KLM.

Thanks for all your help.

]

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

Sincerely,

Review: I was part of a group that was leaving for Amsterdam. I had arrived before the rest of my group and was directed to check in at the kiosk while in line. While checking in on the screen I was not able to proceed until I paid for my luggage which was sixty US dollars. I paid for this with my credit card. When I went to go turn my bag in the KLM representative verified the fact that I was not supposed to pay for luggage this was included in the group price that I paid for the ticket. When I returned home from my trip, I went through a very long ordeal trying to retrieve the price for the luggage that was charged to my credit card. I went through the process online and received a confirmation that my credit card would be reimbursed. Well, that never happened. Several phone calls were made and everyone spoken to has verified that my money should be back on my card, but aren't really sure why even though I had gone through all the proper channels. The latest info was that I need to make a phone call to London Hqtrs. Very frustrated that this has taken so many months at this point.Desired Settlement: I need my money back on this returned to my credit card or by check. My refund request number was: [redacted] Airline code: [redacted] Booking Code: [redacted]

Business

Response:

[redacted]Thank you for writing to us to describe your situation.You should indeed be refunded for the baggage fee you paid when you checked in at the Montreal airport kiosk. You were entitled to one piece of luggage for the itinerary you travelled however the ticket you purchased indicated no baggage allowance associated to your ticket. This was not correct.I am reiterating your file to our KLM Refund department so they refund the baggage fee you paid [redacted] back on the credit card used for payment. I will explain the error that occurred.I regret this situation for you and will do all I can to resolve it.Best regards,KLM Customer Care?

Review: I booked a ticket on [redacted] of January 2016 from the klm website([redacted]). The booking code was [redacted] and the price was USD 1,478.51 . I got a booking confirmation which shows the same thing. My credit card was billed accordingly. I went to collect my boarding pass on [redacted]Jan(flight day). The man on the desk looked it, called some phone numbers and then, told me that there is some payment issue. I showed him the printed confirmation, and I called my credit card and gave him the payment authorization code or something. There was some discussion. After some time, he said that "[redacted]" and that he needed my credit card and some information for some confirmation. I gave him whatever he asked, took the boarding pass and went to my country. I returned after two weeks. When I looked at the credit card bill, the bill for that flight was $3194.11 . They have cancelled the original payment of 1478.51 and billed me a different amount. I was surprised. I called them and gave them the whole information, a copy of the confirmation. The customer support told me "[redacted] " . This was their internal error and I really don't care what that means. They created a refund request and told me that it might require 4-6weeks for it to process. After two weeks, I received a mail from the refund department saying "[redacted]" When I asked customer support, they said " [redacted] " I again forwarded the booking confirmation and asked them if that does not prove that I have booked it for less and due to their system error, I was charged more. After some hours they replied me "[redacted]"

Clearly they are not taking the issue any seriously, and there is no way to directly communicate with their review team. I booked the ticket from KLM and not Qatar or some other airlines because it was couple hundred dollars cheaper(in the website). This is a clear case of fraud. Are they intentionally advertising less price to lure people to buy their ticket and once bought, showing different in-convincing reasons to charge more, and keep the money for god knows how long, while keeping the customer in their ridiculously long process time.Desired Settlement: They should refund me immediately all the extra charges with addition of 10$ fine for each day of delay.

Consumer

Response:

In reference to complaint ID [redacted], I disputed the payment through my credit card and got the provisional credit back. Thus the complaint is resolved for now.

Sincerely,

Review: Six of my family members including me received six vouchers worth Euro 50.00 each. Major problem with that has been that [redacted] is not honoring those vouchers, they are set to expire and no one answers my emails to solver the issue.

We want cash for these vouchers since [redacted] does not want to honor the vouchers.

[redacted] did not response to my emails.Desired Settlement: We would like a check for the $325.00 in US dollars as of today's rate since the vouchers are worthless.

Thank you.

Business

Response:

[redacted]

We have well received [redacted] request.

In order for us to fully review this claim, we are requiring [redacted] to send us a copy of all vouchers (6) he is referring to.

We will be waiting for the documents as his earliest convenience.

Best regards,

[redacted]/KLM Customer Care

Review: I had flights with KLM for myself, my daughter, my infant son, and my infant daughter (at that time) on Sept **, 2013, with the following details:* Ticket# [redacted] - [redacted] (myself)* Ticket# [redacted] - [redacted] (my wife)* Ticket# [redacted] - [redacted] (my son)* Ticket# [redacted] - [redacted] (my daughter)I have previously called KLM to cancel the tickets so that the value would remain when I wanted to use them later. When I cancelled, I weren't told of any conditions to the values of the money, so my understanding was that they were unlimited in time.I have just called KLM booking services to book a new flight for 7/** for only my wife, daughter and son, and that's when they told me that I would need to have the booking before 7/** to keep the value, I was surprised, but 4 days weren't a big issue, so I pushed the flight back a week, taking the inconvenience upon me no problem. My real problem started when they refused to transfer the value of my ticket to my daughter (who is in the same booking !), having that she already turned 2, and I wasn't travelling on this trip !They seem to have a ton of policies that they fail to tell their customers about, but they still expect their customer to respect them !Desired Settlement: DesiredSettlementID: Replacement

I do need to be able to use the value on my previous booking to my new booking as described above...

Business

Response:

We are sorry to learn that [redacted] has been unable to use the residual value of his family’s unused tickets as he wished in the purchase of new tickets.

Concerning the validity period of airline tickets and documents, we do confirm that they are subject of a limit set by the International Air Transport Association (IATA).

In the case of using the residual value of tickets in a new purchase, the first flight must indeed occur by the one-year anniversary of the original ticket’s issuance. Our partner Delta Air Lines was therefore correct in stating that the departure date had to be moved up to ** July 2014.

However, concerning the use of an infant ticket’s residual value to issue a child ticket, we see no reason why this would not be possible and it may just be a misunderstanding or a technical issue.

We therefore encourage you to proceed with the new reservation and if for some reason, your daughter’s original ticket was still not accepted, we invite you to contact us and provide her new child ticket number so that we may refund the corresponding portion.

Review: A very serious incident occurred during my trip on KLM airlines on flight KL1692 from Lisbon to Amsterdam on November [redacted], 2014 and flight DL0049 from Amsterdam to New York.

I had 2 bags: one specially designed to fit under the seat where I have placed on other airlines and another bag that fits over the head bin. Both bags fit in the cabin: one as a personal item that fits under the seat and a carry-on luggage that fits over the head bin. The carry-on bag is within the maximal allowed dimensions for this airline (55x35x25cm/21x13x9in) and the combined weight of both carry-on baggage and personal item do not exceed 12 kg/26 lb.

The attendant providing the boarding pass for the flight, [redacted], asked to check-in the larger bag. I needed to have both bags with me in the cabin due to the experience with the previous segment of the same trip a week earlier leaving the US to Portugal with loss of checked-in bag. She said they don’t allow 2 bags in the cabin and indicated that this is posted in the area where the passenger wait to check-in. This is not true. What was posted is the same information found on the website which is

1 piece of hand baggage and 1 accessory, e.g. a handbag or a laptop Combined max. 12 kg / 26 lbs

Despite the incorrect information she was giving, she went on saying that if I take both luggage, they will take one from me at the gate. With the insistence of [redacted], one bag was checked-in. The most irritating moment of the false claim of [redacted] was when the person walking in front of me at the gate had indeed 2 bags one carry-on and one back-pack bigger the bag I ended up taking it with me to the cabin that fits under the seat. His backpack was tagged to place under the seat however he placed both bags in the overhead bin.

[redacted] lied twice: first about the allowance in the cabin and second about the second bag being taken away from me at the gate. This is extremely unprofessional, disrespectful and demeaning to the customers.Desired Settlement: The way the business was conduct is unethical, unprofessional and irresponsible due to the service provider lying to the consumer and acting against the terms conditions sent by the business regarding the allowance of size and weight of the baggage as posted on the internet and physically on the site the incident occurred.

Consumer

Response:

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

Review: RESERVATION [redacted] purchased March **, 2014

BAGGAGE DELIVERED 9 DAYS LATE

2 SUITCASES DESTROYED

ALL OF OUR FLIGHTS CANCELLED without appropriate notice

We arrived at JFK 7/**/14 for our flight (KL0644) to Amsterdam and were told our flight was cancelled. We had not been contacted ahead of time in any way. We had a direct flight, but were put on flights connecting in Nice, which required more than 4 extra hours of travel time and the hassle of connecting (DL412, KL1264). We paid for a direct flight!

When we arrived in Amsterdam, our 2 new suitcases were missing. We went to the elite desk and were told to wait before anyone would even look in the computer to see where our luggage was. We waited more than 1½ hours and begged the desk to find out where our luggage was. She said: Oh, both suitcases are in Nice, but they will put them on the next flight and deliver them to your hotel.

We were at our hotel the [redacted] in Amsterdam for more than 24 hours and had the concierge call KLM many times. We were told repeatedly, over and over and over again: Oh, the suitcases aren't here yet, but they will be on the next flight. They weren't. We told everyone at KLM that we were going to ICELAND on a cruise and needed our warm clothes, our hiking gear, and our photography equipment before the boat left on 7/**/14. They kept saying, oh, for sure you will get the suitcases. We can even send them to the boat in Ijmuiden. They didn’t.

When we arrived at our boat in Ijmuiden, Holland America contacted KLM to try to get our 2 suitcases delivered to the ship before departure. KLM told us the cases would be on a flight arriving at Amsterdam at 2:30pm and be sent to the boat before it left at 4pm. The suitcases were not on that flight. The boat delayed its departure until 9pm and KLM then said that the 2 suitcases would be on a flight from Nice arriving at Amsterdam at 7:30 pm and be sent to the boat before it left at 9pm. The suitcases were not on that flight. We sailed without any luggage….only summer clothing for winter-like weather hiking.

Our first stop on the boat was to be the Shetland Islands on 7/**/14. KLM said that the 2 suitcases would be shipped to Aberdeen Scotland and then to Shetland to meet the boat. They were not sent. We were then told that our suitcases would be sent to our next stop on 7/**/14 (Torshavn, Faroe Islands). They were not sent.

Through repeated calls and contact with KLM, we found that our suitcases remained in Nice for more than a week!

We were told that our 2 suitcases would be sent to Reykjavik, Iceland, although, this would be our last stop in Iceland on 8/*-4/**. We requested that KLM ship our suitcases to us in Eskifjordur, Akureyri, or Isafjordur so that we could get our luggage sooner. They refused.

On 8/*/14, we went to Reykjavik Airport to pick up our luggage from Iceland Air (KLM told us that Iceland Air had flown our luggage for KLM). They said that they did not have the suitcases. We went back the next day, 8/*/14, and they finally had our luggage.

Both cases were BRAND NEW 29 inch hyperlight spinner cases and were DESTROYED. One of the suitcases was TORN OPEN with the frame destroyed and a wheel torn off. The other had the trim torn off, the zipper torn off, and part of a wheel torn off. The only way we were able to get both cases home was to duct tape them. They are now unusable.

When we got off our ship on 8/**/14, we went directly to Amsterdam airport and to the KLM “problem counter” to show them our destroyed luggage. They were very rude and said that they didn’t care…..they said we should wait until after we get home and go on-line to file a complaint!

Furthermore, when we arrived at Amsterdam Airport for our direct flight (KL0641) home on 8/**/14, we were told that our flight was cancelled, AGAIN! We had checked email the morning before (8/*/14) when KLM sent us a message saying that we could check in on-line for our flight. We then did not have access to email as we were on the ship. Within 1 hour of sending that email, KLM cancelled our flight. We were put on flights (DL0231, DL2339) connecting in Boston requiring 3½ extra hours of travel time and the hassle of connecting, collecting our luggage, going through customs, & rechecking our luggage in Boston.

KLM DESTROYED OUR VACATION

REPLACEMENT OF OUR LUGGAGE WILL COST $1000

EXTRA COSTS (clothing, winterwear, toiletries, phone charges to track luggage, porter charges to carry luggage with no wheels, etc) $400

We paid KLM $6515.20 for our air tickets and not only were we NOT given what we purchased (direct flights); but KLM ruined our once in a lifetime trip to Iceland. We could not participate in the hiking and photography adventures we had planned without our gear. We could not attend the formal dinners on the ship without our formal attire and shoes. It is not just about the money…..you took something away from us that we can never get back. We expect at least a 50% refund of our ticket cost in addition to the above expenses. We will not accept vouchers.

A significant amount of our vacation time was spent in dealing with KLM and trying to get our luggage back. KLM thorougly ruined our vacation which cost more than $20,000. We hold KLM liable for this loss.

The repeated lies about our luggage being on the next flight, and the next flight, and the next flight; and the incompetence & insolence of KLM staff is astonishing. So many tears, so much stress, so much pain, so much anxiety…..all because of KLM. You hurt us a lot. You should be ashamed of yourselves.Desired Settlement: Reimbursement of $1400 for destroyed luggage and costs for delayed luggage.

Refund of at least 50% of $6515.20 due to not providing direct flights as purchased, mental pain, anxiety, emotional trauma, loss of time in pursuing KLM to get our luggage, and ruining our vacation.

We will not accept vouchers.

Business

Response:

Dear [redacted],

This is in regards to complaint ID#[redacted] for [redacted].

Firstly, we would like to apologise for the difficulties that the client has encountered during her travel with KL644 on July [redacted], 2014 from New York to Amsterdam and KL641 on August [redacted], 2014 from Amsterdam to New York.

The flights concerned were cancelled due to technical difficulties. A technical issue like this, that is encountered unexpectedly, which presents itself beyond our scope of influence and is a threat to flight safety, can be regarded as an extraordinary circumstance.

We can assure the client that all reasonable measures were taken in order to minimise the impact of this cancellation, including contacting passenger in advance when and where possible, providing all care and assistance due and arranging alternative flights.

In regards to this inconvenience, we are pleased to offer the customer two (2) refundable travel vouchers in the amount of $810.00USsd each (equivalent to €600.00). These vouchers are valid for one year from their date of issue and may be applied toward the purchase of tickets on any KLM/Air France flights or may be refunded.

We regret to learn that upon arrival to Amsterdam the customer’s baggage was delayed and upon receiving it was damaged. For this incident, we kindly invite the client to send us the following information in order to process her claim properly:

- Baggage reference number opened at the airport for the baggage delay

- Sales receipts for purchases of first necessities

- Sales receipt for repairs on the damaged baggage if baggage is not repairable, a statement from the luggage shop stating that the baggage is not repairable along with the sales receipts of the original damaged luggage or replacement baggage of a similar value.

These documents may be scanned and sent to us directly for our consideration at the following link: [redacted]. Please mention this file reference: [redacted].

Upon receiving the above documents, we will process the customer’s claim appropriately and send her the refundable travel vouchers at the same time.

We thank you for your understanding in this matter.

Sincerely,

KLM Customer Care

Consumer

Response:

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:

With regard to KLM’s response to our complaint # [redacted].

We are happy to receive a response. Despite submission via

internet to KLM customer service, we have yet to receive any response via that

avenue. So, we are grateful to the Revdex.com for providing this format.

As stated in our original complaint, we are deserving of a

50% refund ($3257.60) of our tickets as KLM did not provide the purchased service,

as KLM caused extreme emotional distress by keeping our luggage from us for 9

days and thereby ruining our vacation of a lifetime, and as KLM has caused us the

loss of an extraordinary amount of time both during and after our vacation. As

stated in our original complaint we will not accept vouchers.

However, to demonstrate our good faith and willingness to

compromise, we would be willing to accept the amount of $1620 suggested by KLM

but only in cash, not in vouchers. We will not have the opportunity to

travel again soon, making vouchers worthless.

With regard to KLM’s request for submission of receipts for “first

necessities”; we contest this language; as, KLM kept our luggage for most of

our vacation, making our necessities not just “first”, but ongoing. Our belongings

continued to be kept from us unnecessarily by KLM. We will submit these

receipts as well as those for phone charges in pursuing KLM and our luggage.

We made a good faith effort in Amsterdam’s [redacted]

to show KLM the damage to our suitcases.

However, we were told “I don’t care” and were advised to submit our

complaint online after returning home. Now, KLM asks for proof of damage to the

luggage. It would appear all efforts are being made by KLM to make the process

as difficult as possible in order to avoid responsibility.

In any case, more of our time has been wasted to see the

closest luggage repair specialist (20 mile drive), as suggested, who has stated

both of our new suitcases are irreparable. He charged $10 for this evaluation

which we expect KLM to reimburse. We

will submit this statement, as instructed, with our receipts for replacement

luggage of the same value.

We hope that, with submission of appropriate receipts, KLM

will keep to its word and reimburse us for all of the above.

We await KLM’s response.

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

Sincerely,

Business

Response:

This is in reference to claim ID [redacted] for [redacted].

Please note that we have cancelled the vouchers that were offered to her and [redacted] and have asked our accounting department to issue a check in the amount of $1620.00USD ($810.00USD x 2). It will be sent to her mailing address in the next 3 to 4 weeks.

We hope that the above information is of assistance to you.

Sincerely,

KLM Customer Care USA

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter will be resolved when funds, as agreed, have been received from KLM.

KLM agreed to send a check for $1467.45 on September **, 2014 in 3-4 weeks. We therefore expect to receive this between October [redacted] and October [redacted], 2014.

KLM agreed to send a check for $1620.00 on October *, 2014 in 3-4 weeks. We therefore expect to receive this between October [redacted] and November [redacted], 2014.

If the above promised checks are not received, the matter will need to be reopened.

Thank you for your assistance in this tiresome matter.

Sincerely,

Review: Due to the size of this complaint it has been split into multiple complaints. This one involves the involuntary re-booking of our flights without notification or permission. I do not believe that these actions were permitted according to the terms of our contract with KLM nor that they were legal.On 8/**/14 we arrived at 3:00 am at Istanbul Ataturk airport and we were checked in by a very incompetent ticket agent who should have been able to catch and resolve all of our issues at the ticket counter, but detected none of them. After boarding our flight (KL 1610 Istanbul to Amsterdam on 8/**/14), two other passengers boarded with tickets for the same seats as ours. The flight attendant checked our tickets and discovered that ours were for the same flight on 9/* instead of 8/**. We showed them our reservation confirmation that proved we were on the flight we had booked tickets through KLM for, and the pilot demanded that we be allowed on the flight and took off. Nobody in Istanbul could account for why the boarding passes showed the wrong date.When we arrived in Amsterdam a KLM representative informed us that our flights had been involuntarily re-booked to begin on 9/* instead of 8/** due to overbooking on our connecting flight from Amsterdam to Detroit. She told us that an email had been sent to me on 8/**/14, and that this had been the only attempt to contact us concerning the re-booking. Our trip to Turkey began on 8/**/14, four days prior to any attempt to re-book our return flight. We were in rural regions of Cappadocia, and I had no access to my email while on the trip from 8/** through the morning of 9/*. However, I had included a cell phone number in my reservation with which the airline could contact me the entire time we were on our trip. No attempt had been made by KLM to call it prior to the involuntary re-booking. KLM violated the terms of our agreement. KLM changed the terms of our agreement without contacting me and without receiving my written permission to do so.

Product_Or_Service: Airline tickets

Account_Number: [redacted]

This one involves the security breach at Istanbul Ataturk airport on 8/**/14. My luggage was lost and my flights were involuntarily rebooked without my permission or any notification. I do not believe that these actions were permitted according to the terms of our contract with KLM nor that they were legal.On 8/**/14 we arrived at 3:00 am at Istanbul Ataturk airport and we were checked in by a very incompetent gate agent named [redacted] (we wrote down her name due to a separate issue we had with checked baggage addressed in another complaint). We then passed through 3 additional I.D. and boarding pass checks before boarding our flight (KL 1610 Istanbul to Amsterdam on 8/**/14). After we took our seats two other passengers boarded the flight with tickets for the same seats as ours. The flight attendants checked our boarding passes and noticed that they were for the September [redacted] flight. TWO PEOPLE WITHOUT BOARDING PASSES FOR THE FLIGHT MADE IT ONTO THE PLANE. This was a large security breach. Why didnt the ticket agent ([redacted]) catch this discrepancy at check-in? Why wasnt it caught at any of the other 3 checkpoints we passed through? The captain demanded that we be allowed on the plane since we showed documentation proving that we were on the flight that we had booked with KLM. When we arrived in Amsterdam a very intelligent, informative, and helpful transfer agent (whos name I wish I had written down because she deserves commendation) informed us that had something happened to our flight we would not have been on the passenger list and there would have been no way to locate us. Thankfully we arrived safely, but this news was greatly unsettling, and has caused us undue stress. Product_Or_Service: Airline tickets Account_Number: [redacted]

This one addresses our lost luggage issue. Our luggage was lost and our flights were involuntarily re-booked without my permission or notification. How is this acceptable or legal? Surely there cannot be any part of our contract with KLM stating that they can re-book someone's ticket for a different travel date without their permission and without making sure that they know their ticket date has been changed.We had reservations for Flight No. KL1610 from Istanbul-Ataturk to Amsterdam for departure on 8/**/14. When we arrived at Istanbul-Ataturk airport on the morning of 8/** I had a small duffel bag measuring 21.5x10x13 inches and weighing 8 kg and a hand bag. I always carry on these two items for my flights, and never before had a ticket agent questioned whether they met the size requirements. The ticket agent named [redacted] forced me to check the duffel bag, stating that my duffel exceeded the requirements, even after I demonstrated that it didn't by measuring it and weighing it in front of her. According to KLM's own carry-on baggage requirements for international flights a passenger is allowed to carry on 1 piece of luggage measuring 21.5x10x13 inches and a hand bag not to exceed a weight of 15 kg. KLM's carry-on baggage policy can be found here as of 9/*/2014: [redacted]We connected from Amsterdam to JFK via flight DL9358. When we arrived in New York the luggage was not on the carousel to take it through custo[redacted] We were instructed to place our lost baggage claim at our final destination (BWI). When we arrived in Baltimore we placed the claim and were told they did not have any tracking information for my bag, which was checked against my will and contrary to KLM policy. I still have not received my bag. Product_Or_Service: Airline tickets Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I request that my entire ticket cost be refunded to me immediately, including 2.6% interest compounding monthly beginning on the purchase date of June **, 2014. The ticket cost was $2193.40. As of 9/*/14, the total amount with interest is $2289.48.I request a written, signed apology from a KLM executive officer.I request additional compensation for the stress this situation has caused us.

I request an investigation of the security breach by KLM, as well as the results of the investigation.I demand that KLM report the security breach to the appropriate regulatory agencies for investigation.I request a personal, signed apology letter from a KLM executive.I request a personal, signed apology letter from the ticket agent, [redacted].I demand compensation for the stress KLM has caused us.

I would like:-an official apology from KLM.-a personal signed apology from [redacted].-to see documentation that [redacted] has been trained on KLM's most recent baggage policy as of August **, 2014.I demand compensation for the lost luggage. The lost bag contains my cell phone. I am required to travel for work on 9/*/14, and I cannot travel without a cell phone with all of my contacts in it.

Business

Response:

Dear [redacted],

This in regards to complaint ID# [redacted] for [redacted].

Having verified this client’s reservation, we would like to clarify some details concerning his claim.

Due to operational reasons on the client’s flight from Amsterdam to Detroit on August [redacted], 2014, Delta modified the client’s travel to depart from Istanbul on September [redacted], 2014. The client was advised of this change by e-mail on August [redacted], 2014.

We understand that the client states that he did not have access to his e-mail, however, the airline strongly recommends for passengers to verify their flight status at least 48 hours before departure in case modifications or other changes need to be made.

In regards to the boarding pass he received for travel on September [redacted], 2014 that he used for the flight on August [redacted], 2014, we must point out that, normally, the departure control system is designed to prevent such occurrences. Therefore, we will have this alleged incident reviewed by the relevant managers.

As for the lost baggage, we must remind the client that by agreement between the airlines and as incorporated in the airlines' General Conditions of Carriage, claims are dealt by the last airline involved in transporting the passenger and baggage and to whom the incident was reported, in this instance, Delta Airlines.

Finally, on behalf of the airline, we would like to sincerely apologise to the client for the difficulties he has encountered in Istanbul as well as for the treatment he has received from our ground staff. We would also like to inform the client that his comments have been forwarded to the managerial staff who will take the proper measures so such incidents do not happen again.

We thank you for your understanding in this matter.

Sincerely,

KLM Customer Care USA

Consumer

Response:

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:

[Your Answer Here]

KLM has verified the details of my complaint in their response. They changed my flight reservation while I was in the middle of my trip, and they offered no compensation for forcing me to stay in a foreign country without accommodation for food or lodging or lost time at work due to returning a day late. They also did not receive my consent to change my flight. These actions are unacceptable, and I will not consider this complaint resolved until my original requests have been met. My requests are reasonable and do not reflect the full costs of my returning late and without my luggage and phone. I have not yet sought compensation for the standby time charged to my company by a drill crew that had to wait two days for me to arrive and supervise them, but I reserve the right to seek such compensation in the future should I not be satisfied with the resolution.

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

Sincerely,

Consumer

Response:

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

Sincerely,