KLM Royal Dutch Airlines

Review: I originally contacted KLM via phone regarding my concerns with a layover I had on November ** in Paris CDG after the recent events on November **. The customer service agent expressed no interest in helping me find an alternate solution, and repeatedly said my ticket was non transferrable (which wasn't really my concern). She also said that I would have to just wait and see if I could board on the [redacted]. All I wanted to do was find another flight from Florence to Berlin that didn't go through Paris, as I had a flight to make the following day.

I then contacted KLM via [redacted], where they showed promise of finding an alternative solution for me and said they were willing to waive the change ticket fees. However, with their response time they didn't adequately provide an actionable solution to solve my concern so that I could make the change. Additionally, there wasn't a case number or direct phone number for me to call for me to quickly resolve the issue. I couldn't make the change I had wanted to, due to lack of follow through from KLM.

Additionally, upon arrival at Florence airport to check in, the ticket agent charged me 30 Euros to check my bag (even though I'm a flying blue member and paid 15 on my flight from Berlin to Florence). I tried explaining this to her and she pretended as if she didn't know what I was talking about. She also tried to get me to check my hand luggage and pay additional money, and said it would make me getting on my connecting flight from Paris to Berlin difficult.

I didn't have to put my bag through security again in Paris, as I was already in the terminal.

I contacted KLM again through phone and [redacted], and they confirmed Flying Blue members should be charged 15 Euros for checked bags, but didn't want to refund me for being overcharged.Desired Settlement: At the very least, I want all my checked bag fees of 45 Euros to be reimbursed.

Business

Response:

[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

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:

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,

Business

Response:

[redacted],

Thank you for providing the requested information.Unfortunately, I cannot answer favorably to your request for a refund regarding the excess luggage fee charged for flight KL1818, between Berlin and Amsterdam on November [redacted] and for flight AF1567, between Florence and Paris, on October [redacted] and for flight. Looking into your file, I note that you are a Flying Blue Ivory member. Kindly note that at this level, you get a 50% discount on the first luggage with KLM only, not with Air France. Only Silver, Gold and Platinum members are exempted of excess luggage fee, on both airlines, on European flights. The amount you were charged on AF1567 (30EUR) is accurate due to the fact you were travelling with a 17kg luggage on Air France with no free baggage allowance. The amount you were charged on KL1818 (15EUR) represents 50% of the full amount you should have paid (30EUR), due to the fact you were travelling with a 19 kg luggage on KLM and because of your Ivory status. Do not hesitate to visit our website [redacted] for references.As per the changing fee, I realize that you were not charged for such enquiry. Due to the situation occurring in Paris, we authorized our passengers to make modification at no cost until November [redacted], thank you for taking the time to contact 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:

I'm not sure why the 50% discount doesn't apply for AirFrance, when I booked the entire trip through KLM (I didn't choose to fly AirFrance). Additionally, the latter part of the response was not clearly communicated to me via your phone or [redacted] customer support. I spent hours trying to get a clear answer from your team regarding the Paris events. I understand my trip wasn't impacted, but it's still apparent to me how your airline was being opportunistic during a time of fear and uncertainty. If a resolution cannot be reached through Revdex.com, I will escalate to small claims and include my [redacted] chat with your customer support team.

Sincerely,

Review: I purchased two Preferred Seats for a March ** flight, which are refundable under the following condition:

3.1 In the event the Preferred Seat is not provided to you in line your reservation, you are entitled to a refund representing the amount paid for the Preferred Seat, for that specific part of the journey, if:

(I) you were rebooked to another flight:

• you changed your flight and no preferred seat was available on the new flight;

• by KLM for operational reasons or because we cancelled your flight;

• because you missed your connecting flight of KLM after an inbound flight on KLM or any other SkyTeam airline and you were not provided with a similar Preferred Seat on the alternative flight;

Our flight was delayed, missing our connecting flight, so [redacted] changed our flight to another, which we appreciated. There were no preferred seats available on the new flight. We did not have phone access during our stay overseas, so once we returned we tried to follow up with [redacted]/KLM for a refund. There is a place to request a refund on the KLM website, but it requires an EMD number that I did not have, nor could anyone whom I spoke with on the phone. I spoke to 10 different representatives and called many different numbers, as directed. No one could find the charges for the preferred seat option connected to my card, and several representatives became rude as I asked for their help locating the correct information. I offered to send copies of my bank statement and email receipt from the purchase, but no one would accept these. The last direction I was given was to call my bank to get a more detailed number from the charges than what showed on my statement. My bank did not have such a number, so I filed a dispute with them to pursue [redacted]/KLM for the refund of the charges.Desired Settlement: I am very disappointed with the customer service experience with [redacted]/KLM - I have remained calm and respectful, but they have not done the same. At the very least, I expect the $34/seat ($68 total) for these unused seats to be refunded to my credit card.

Business

Response:

[redacted],I regret all the inconvenience you encountered due to a rerouting with another airline.We will absolutely reimburse the amount paid the Preferred Seats (34 USD x 2). The accounting department is now processing the request and the transaction should appear on you next credit card statement.Thank you for your patience in this matter.[redacted]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: This is regarding the international flight booking which I made for KLM through a travel agency site. While booking, 1 alphabet in my father's first name was typed incorrectly (in place of [redacted] it was typed [redacted]) which I reported with in 4 hrs of booking. I kept following up with KLM and they keep saying that there are no charges up to 3 alphabet correction but it needs to be done through the travel agent. I kept following with travel agent and finally they confirmed that KLM is asking for money to make this change. Looks like KLM was trying to make money for this through the travel agent despite of providing all valid documentation like passport etc. which showed the correct name, same DOB and same passport expiry date as at the time of booking.

Finally they were able to get me in the trap and had to pay USD 100 to them to get it fixed, initially they were asking for USD 500.

Booking Id: [redacted]

Need authorities help to stop these malpractices by these companies to cheat Customer.

Regards.

Business

Response:

[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

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:

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,

Business

Response:

[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

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:

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,

Review: My family of 4, including 2 small children were booked to fly on KLM from [redacted] to [redacted], [redacted] (via [redacted]) on January **, 2015, returning on February **, 2015. We had 2 booking codes, due to 1 ticket being a redemption of frequent flier miles. The codes were [redacted] and [redacted]. What ensued on our trip were a series of extremely frustrating events, and poor follow-up from KLM itself at almost every point. I gave KLM a chance to resolve my problems by submitting a detailed account via their online customer service form a few days after arriving in [redacted], and had requested specific compensation (Case Number [redacted]); this was before our return trip. Unfortunately, the response that came back from [redacted] was completely generic in nature, and did not address any of my specific problems. In fact, I could see from the font differences in [redacted]'s response, that the body of the message may have just been simply cut and paste from another unrelated source. Now that our trip is complete, sadly further issues arose on the return. I would like Revdex.com to help me get a proper and non-generic response from KLM.

We had booked our flights and strategically chosen our seats well ahead of time online. We wanted to sit in the 4-seats together in the middle of each segment, away from the bathrooms, and not too far back. We also avoided bulkheads, as traveling with kids means accessing carry-ons frequently.

Issues on January ** and **, 2015 ([redacted] and [redacted]):

> Our flight was extremely delayed on January ** due to a mechanical issue. In fact, it got to the point where we were not likely to make our connection to [redacted], which was arond 5 hours after landing. While such issues can arise, the way the staff dealt with our situation was largely unacceptable. Several of the large group assembled behind the KLM check-in desk (we were allowed to deboard) would not address any questions directly, including our questions on what the latest we could arrive in [redacted] without missing our connection. We were traveling with children and did not want to stay overnight in [redacted] if possible. The staff's response was largely robotic and dismissive, and they kept defaulting to saying things like "we do not have any further information" or "you will have to wait until you get to [redacted] to figure that out". The exception in the end was the gentleman who was "in charge" of that flight on the ground in [redacted] actually listened to my story and rebooked us on the same flight for the following evening.

> After we were told to go back to the KLM check-in desk to arrange accommodations. The agent there asked if we wanted 2 rooms, and we agreed. We were also given meal vouchers of set values. However, when we got to the hotel, it turns out only 1 room reservation had been made by KLM. This made for a tough night of sleep with 4 people on 2 smaller beds in 1 room. Also the breakfast vouchers were for $10/person. No entree on the hotel's breakfast menu was $10 or less. The same could be said for lunch that day. That resulted in extra spending for us.

> When our checked luggage was taken off the original KLM flight, it took about 1 hour, and 1 of the wheels had been broken off along the way. The suitcase no longer stood stable on its own, and made for a very difficult transfer to the hotel using the internal train.

> When our [redacted] flight arrived in [redacted], we were told by some of the crew that our gate-checked strollers would have to go all the way to [redacted], unless we wanted to wait "at least 30 minutes" for them to come out of the plane. We told them this was not acceptable, given we had other carry-ons, a long layover in [redacted], and the children were exhausted. Luckily, it did not take 30 minutes, but the fact that this was even said to us was just disturbing. There were no consideration at all for our situation and circumstances.

> The next day, when we returned to the check-in counter in [redacted], we were told there was a "glitch" in the system, and our child who was traveling under the 2nd booking code (which was linked to ours) had a separate seat from ours. We were told to go to the gate where they would resolve. However, at the gate, the agents were perplexed and couldn't solve the issue. We were concerned that our connecting seats from [redacted] to [redacted] may have been compromised as well. The agents in the end, rushed us on the plane and said to "have them figure it out in [redacted]", but that we were seated together to [redacted]. Thus, we boarded the flight and luckily it was empty enough that our child was moved up to sit with us. In [redacted], we learned we had been assigned the bulkhead row to [redacted], without our permission. This was highly disappointing, and the ensuing experience on the fight--including several passengers barging through our row, using it as an access point between aisles--was not pleasant. KLM would not provide an explanation why our seats had been changed from the original assignment just the day before. We were assured that our return segments had all 4 seats together on each in the middle. Indeed the row numbers and seats were visible online later.

> The entertainment screens in our bulkhead row were filthy, and even pre-takeoff, the restrooms behind us already smelled of urine.

> When we finally arrived in [redacted], we waited over and hour at the baggage carousel before finding out our bags did not arrive with the flight. It was around 3am at this point. This did not make sense to us, as we had almost 5 hours to connect from our [redacted] flight to our [redacted] flight in [redacted]--plenty of time, we felt, to make a successful baggage transfer. Fortunately, the bags arrived the following day in one piece. But it added unnecessary stress. (The agent handling lost bags in [redacted], [redacted], was good though.)

Issues on February **, 2015 ([redacted] and [redacted]):

> The issues here started while attempting to check-in online the day before our departure. I was unable to use the "Add Passenger" feature with the booking code associated with our other three passengers--the same way I had successfully done so online in [redacted]. This feature allows you to enter the ticket number of the passenger you want to include with a given check-in. I was unable to check in my daughter separately When I called customer service, the agent said it was because the passenger was a minor and thus couldn't be checked in separately. When I mentioned that I avoided this issue by using the "Add Passenger" function on the KLM site before, the agent had no idea about that feature. I asked to speak with a supervisor. That person also had no idea about the "Add Passenger" feature on online check-in. Finally, the supervisor said that given our change in flight out of [redacted] on January **, the ticket number had changed for my daughter. She gave me the alleged new number, but the "Add Passenger" function still did not work. She transferred me to someone in the IT department, saying it was a technical issue. When I spoke to the IT agent, she informed me that the ticket number given to me was actually the old number--not a new one. So the supervisor had given me bad information. Nevertheless, the issue did not resolve itself, despite the IT agent calling to have the tickets "reissued" with new ticket numbers. Thus, I wasted almost 2 hours between talking with 3 agents. Ultimately, I was not able to check us in online, though our seats still showed as being together. It seemed that nothing could be done to help us check in this way, and no one at KLM could solve this issue--customer service, supervisor, or IT.

> When we got to the [redacted] airport later that night, the check-in counter agent ([redacted] male, name was likely [redacted]), curtly informed us that our seats were no longer the middle 4 seats, but had been split two and two in different adjacent rows. He said the [redacted] to [redacted] segment had also been split the same way. This was unacceptable for us, traveling with 2 small children. When I complained and asked for an explanation, he barely answered until ultimately saying "sir, that is what the computer is showing, I did not do it". He appeared uninterested to hear my side of the story. In fact, as I spoke another customer was trying to barge up to the desk, and [redacted] actually started helping him before he had resolved our seating matter. When I finally protested that this was not proper customer service, he flagged what seemed to be a gate supervisor--another [redacted] gentleman. I did not get his name, but he was extremely professional; he listened to my story of unexplained changed seats for every flight on our itinerary to date, and immediately got another colleague (named [redacted] to change our seats to be together in the middle 4 on both segments. The experience with [redacted] was not what I would expect for a Western airline at all, far from it. However, again a change was made to seating--much like our [redacted] to [redacted] segments--and no one could offer an explanation. This is a difficult way to travel and plan ahead of time, especially with children in tow.

> When we finally arrived back in [redacted], we were informed that 2 of our 3 checked bags did not arrive with the flight. Amazingly, our baggage had been mishandled for a second time on this itinerary. There was a delay for takeoff in [redacted] to get to [redacted], but somehow one of the bags did make it through--seems strange. As of this writing, we still do not have our bags, but hopefully expect them tonight. Just a frustrating end to an already trying experience overall.

We will note that service actually on each flight was generally quite good. But anyone dealing with logistics outside the aircraft was anything but smooth. There seems to be a general inability to explain issues, fix problems promptly, and a culture of deferring the problem to the next agent or to [redacted]. I have never flown and experienced so many issues in one itinerary, even when traveling internationally. It was truly exhausting and frustrating trying to get everything resolved, and in the end, resulted in a lot of wasted time and energy, which took away productive time from our trip.Desired Settlement: As requested in my initial letter to KLM online in late January, I wanted an upgrade on our flights back from [redacted] as well as either a fair number of [redacted] SkyMiles or cash compensation (we do not fly KLM with any regularity, and any vouchers of awards miles on KLM would not help us in the future). As mentioned before, none of these requests were even acknowledged in my initial correspondence with the company via its online customer service response team.

At this point, we would like to be compensated for our residual charges for food at the hotel around our departure on January [redacted] and [redacted] ($42), the repair cost of our luggage wheel in [redacted] ($15), and additionally, for all inconveniences encountered along the way, including delayed bags on both sides of the trip. We are open to talk about the quantity and form of compensation for our difficult experience.

Business

Response:

We have taken full note of [redacted] remarks, regarding his recent [redacted] Air Lines’ Skymiles® reward journey from [redacted] to [redacted] on KLM Royal Dutch Airlines, and we are really sorry for the difficulties encountered on this occasion. We regret that flight [redacted] on ** January 2015 from [redacted] to [redacted] was delayed, following a return to parking after departure due to a technical issue that needed to be addressed before the aircraft could be airborne. 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. While we always endeavour to offer precise information to our passengers concerning flight irregularities, due to the nature of such disruptions, this is not always possible. Although in hindsight the flight arrived on time to meet the minimum time required to connect to the flight to [redacted], we are pleased to note that our staff at the airport could accommodate [redacted]’ preference to remain in [redacted] until the following day, rather than risk having to overnight in [redacted]. We regret the inconvenience that followed such as baggage delays outbound and inbound, gate checked pram issues for the connexion in [redacted] and the reallocation of seats; but we are relieved that they could be resolved rather quickly. Also, to mitigate the unfortunate impression these incidents have necessarily, we are pleased, as a token of goodwill, to offer [redacted] and is family a bonus of 10,000 Miles which will be credited to their SkyMiles® account in the next few days. Furthermore, we are pleased to inform that, exceptionally without requesting the corresponding receipts, [redacted] will receive cheque in six to eight weeks in the amount claimed for his additional expenses. We wish to convey to [redacted] our assurance that we are well aware of our commitment to customer care and despite his poor experience on this occasion, we certainly hope that he will choose KLM Royal Dutch Airlines again for his future travel needs.

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:

While we are in receipt of KLM's justification of the myriad of issues we experienced, we do not feel the offered compensation is adequate given the sheer number of problems we had along the way, in addition to their ripple effects.Firstly, the initial flight out of [redacted] to [redacted] could not have made the scheduled connection in [redacted] to [redacted]. If the [redacted] flight was delayed, that was not something we could have foreseen. Although we were able to get flights rescheduled, it was hardly orderly, and took several steps by us and a stroke of luck to have happened to stumble across the gentleman in charge of that flight. It was quite by happenstance that he heard my concerns on the jetway as we waited. The gate crew was entirely unhelpful, and caused us a lot of uncertainty and stress. KLM's characterization of this makes it sound like they smoothly resolved all issues. That is NOT the case.While we were put on the flight the next day, all our seating assignments were completely mishandled in the process. Contrary to what was stated, we did NOT get our original seats back--relegated to a far less convenient bulkhead row from [redacted] to [redacted]--and we were forced to board the [redacted] flight even though 1 seat was not grouped with the rest. The gate crew simply had no idea how to 'fix' the issues, and offered little in the way of offering a viable explanation. As a result, we had to deal with the discomfort and inconvenience of dealing with bulkhead seats, which had no option for stowing carry-ons outside of the overhead bins, while traveling with kids.KLM's response further does not acknowledge such things as: the mismanagement of the number of hotel rooms given in [redacted] on 1/**, the poor behavior of the [redacted] check-in agent who basically told us "tough luck" as both segments on our return had broken up our party's seating into 2 rows, the fact that I had to escalate the matter just to get our seats together out of [redacted], the 1.5 hour waste of time with customer service on the phone as they could not resolve a simple matter as telling me the correct ticket number, and now, the additional cost of yet another broken wheel from the luggage that was eventually delivered to us at 11:30pm CT the day after we returned to [redacted] on 2/**--long after we were all asleep.KLM justifies their several missteps by saying they resolved matters, often swiftly. However, this characterization is simply not accurate. In fact, several items in the initial complaint were glossed over or overlooked altogether. For example, having 2 of our main bags delayed by over 24 hours upon return is not what we consider swift action. 10,000 SkyMiles for the family as a "token of goodwill" is grossly lower than we expect for all these troubles. Most domestic awards flights cannot even be redeemed for the standard 25,000 miles anymore. So the 10,000 is hardly worthwhile. Further, it is unclear whether these miles are per account, or in total. Either way, it is insufficient.For us, adequate compensation for this litany of problems is more along the lines of a cash credit on future [redacted] flights (on order of $100/person), with an appropriate amount of time to use the credit and/or something along the lines of 10,000 miles per account, with an additional credit for the actual miles traveled for our current trip as additional SkyMiles for each paid ticket--not the greatly discounted number of SkyMiles that our journey ended up getting us.If our complaint is properly reviewed, this is quite a long list of problems that show serious deficiencies in KLM's technical capabilities, and ability to resolve problems without escalation. We can understand delays due to technical issue with the aircraft. It's the woefully inadequate response and subsequent events that are the issue here--not the delay itself.Thank you.

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

Sincerely,

Business

Response:

We are sorry to learn that [redacted] is disappointed and dissatisfied with our answer to his previous message. We have carefully reviewed his file and we regret that he felt his complaint had not been completely dealt with to his satisfaction.

Nonetheless, we should highlight that all the details [redacted] provided and the result of our own internal investigation were taken into full account. This led to the answer that was conveyed by our message of ** February 2015 and we are most sorry that this caused disappointment.

Having once again reviewed his request, we regret that we cannot add anything further to our previous response as all details brought to our attention had already been taken into account.

As part of the handling of our customers’ requests, we are careful to base our goodwill gestures on a consistent and fair assessment of the difficulties our passengers have encountered.

The miles credited on each account of [redacted] and his family members correspond to the maximum we can offer in such circumstances.

We do hope that [redacted] will afford us another opportunity to serve him and his family to his 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:

[The fact that 1. lost luggage (both on our departure and arrival), 2. breaking off a wheel on our 2 suitcases (again, 1 on departure and 1 on arrival), 3. splitting up and/or changing our prior seating assignments while traveling with kids without our consent (on all 4 legs) and having to fight for seats together--even resulting in getting the undesirable bulkhead row once (try traveling with kids with all food/toys stored in the overhead cabin), 4. having to sit on the phone with a supervisor (who gave me incorrect information) and then IT for 1.5 hours with no one able to resolve our problems the day we were leaving [redacted] (which then led to seating issues at the airport itself, as we had been split up), 5. dealing with a rude check-in counter rep in [redacted] (who began helping the next person before resolving our matter), and 6. not having proper hotel accommodations in [redacted] (4 people crammed into 1 room with 2 smaller beds), can be swept away by KLM with a check for $52 and a mere 10,000 SkyMiles for ALL of our family members in total (not each) is simply unacceptable. Frankly, it is insulting and shows the airline expects customers to experience a fairly high level of inconvenience while traveling.KLM caused us great stress and forced us to expend many hours before the flights and after the flights dealing with various issues. Each of these things only were resolved after lots of additional hours of phone calls, paperwork, logistics and waiting around on our part. We do not at all feel adequately compensated for our miserable experience, and plan to send this complaint on to the [redacted] as well.]

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

Sincerely,

Review: My main complaint with my interaction with KLM and their customer service is that I felt deceived by their practices. I was quoted one price (roughly around $300) for airline tickets back home to Romania and then found out that I had been charged another amount (in excess of $400). Now, I decided to change my plans about going to Europe. My anger and irritation is with the practice of hidden fees or quoting a price and charging another. I'd love a proper explanation as to why that is an acceptable business practice?Desired Settlement: First off, I'd like to hear from a supervisor or someone in charge regarding my situation. And if at all possible, to have my remaining refund credited back to me. I just need it resolved.

Business

Response:

We are sorry to learn of [redacted]’s disappointment with regards to the amount charged for his ticket booked on KLM’s Website and the amount refunded after he decided to cancel his journey.

We should highlight that at every stage of the reservation process, the prices shown always include taxes, carrier surcharges and applicable fees. The price is broken down by departure and return journey, with the total in bold.

Furthermore, fare conditions and applicable restrictions are communicated to the buyer at the time of reservation and we regret that [redacted] was unaware of the exact conditions of his ticket.

In this particular case, the fare was not refundable at any time and the amount refunded to [redacted] corresponds to unused taxes, less applicable administrative charges.

We do hope that the above explanation clarifies why the amount paid for the ticket could not be fully refunded.

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]

The response from the business does not resolve my initial complaint with KLM. I spoke to two different agents and was quoted rates, but was charged a different rate. Thats my problem and it has yet be resolved. I am well aware that there are fees and things of that nature but over charging without a guests consent is down right fraud. Who gave them permission to do such a thing?

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

Sincerely,

Business

Response:

We are sorry to learn that [redacted] is disappointed and dissatisfied with our answer to his request.

He mentions having spoken to two different agents who quoted a rate. It seems that although he was satisfied with the fare quoted, instead of purchasing the ticket from one of these agents, he made his booking on our Website.

Before purchasing a ticket on our Website, there is a summary page where the buyer can verify all details of the reservation, including the total price. If any detail of the reservation has to be changed, it is possible to go back in the process to do so. Otherwise if the price is not appropriate to the buyer, it is possible to cancel the reservation process without any charge.

By confirming the purchase, the customer expressly accepts to purchase the ticket at the price indicated.

Review: In February of 2014 I booked a flight through Delta airlines to fly via KLM airlines from Chicago O'Hare to Cologne, Germany via Amsterdam. Flight was scheduled to depart Chicago at 10:15am on Wednesday April [redacted].I checked in for the flight on the afternoon of Tuesday April [redacted], where at that time I was required to input my passport information and expiration date. I was allowed to check-in, and print off my boarding passes.On April [redacted] I got up early, drove 3 hours to Chicago, paid to park my vehicle, and went to the check-in area to check my bag. At that time I was told I could not travel due to the fact that my passport expired within three months of my return date. If I would not have been checking a bag I either would have gotten stuck in Germany on the other side, or been turned around by the TSA Agent at Security after waiting in the security line.To try and scramble to get a new passport and and rebook my flight for the following day would have been over a $2000 increase in the airline fee. So really I was left with no option. This was a scheduled business trip with dates that I had to get to Cologne for.My out of pocket expenses for this trip that never happened is over $1000 and that does not include the business contacts, and many other business related benefits I would have gotten from this trip that I won't go into here. Money that is now lost. Supposedly I will get the value of my ticket minus a $300 fee if I want to use the ticket at a later date. Never mind the lost day of work. I feel that this is a VERY POOR business practice to let someone check-in (where they are required to enter the passports expiration date), print a boarding pass, drive the airport to check-in or go thru security and get told they cannot travel! The poor lady at the desk who had to tell me I couldn't go. She also told me the same thing had happened to someone else a few days prior. AT VERY LEAST a pop-up warning when checking in could have alerted me in time to get a new passport.

Product_Or_Service: Airline Ticket

Order_Number: Ticket #[redacted] Account_Number: Confirmation #[redacted]Desired Settlement: DesiredSettlementID: Refund

My exact expenses are: $833.53 Plane Ticket$165.55 in travel expenses (301 miles at .55/mile)$191 in un-reimburseable hotel expensesTotal = $1190.08 in payment to me or Delta Airlines Credit.

Business

Response:

Dear [redacted],

We are responding to the customer complaint ID [redacted] that your received from [redacted] concerning his request to refund the expenses he incurred as he was refused to travel due to not having valid documentation.

[redacted] was not able to travel as he was not in possession of the correct documentation for his journey. We must respectfully point out that it is the passenger/customer’s responsibility at all times to meet the requisite conditions for entry into any country as stated in our General Conditions of Carriage.

In view of the above we are unable to accept liability for any expenses he subsequently incurred.

Should he have any doubts as to the specific passport requirements or validity of documents for any country, the consulate or embassy of the country he will be visiting can inform you about the necessary documents.

We can only invite [redacted] to verify with his travel insurance if the situation can be covered by his policy.

We hope that with the above information we have answered your request appropriately.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], despite the fact that I STRONGLY disagree with the response from KLM, I will not fight the matter any further.

I sincerely hope that Delta Airlines and KLM will review the process when dealing with international flights. It is faulty and irresponsible. Therefore I will no longer travel via Delta for either international or domestic flights.

Sincerely,

Review: I was scheduled to fly with KLM flight 602 from LAX top AMS on May [redacted] 2015. I purchased my ticket directly from KLM web site on December [redacted] 2014 (5 month prior). I selected assigned seat 11D in the extra comfort zone and paid extra for that. Upon arrival for the check-in I was told that I will be seated in the economy class. I argues and had to research for the receipt to proof that I purchased the ticket not only in the extra comfort zone, but to the specific seat. Even after showing my print outs, I was denied purchased seat, but was offered other seat in the zone. I argued and asked for supervisor. Lady came out and identified herself as [redacted]. She was rude and loud, accusing me in front of other passengers that I altered or Photoshopped my confirmation. She said there no seat reservation for my itinerary and there is nothing she will do. I can either accept available seat or (word to word): "Go home and complain about it". I had no choice, but to accept the seat. After my trip, I wrote complain to KLM asking for the refund (only for the extra I paid for that seat, which is $200) and for formal apology for ridiculous accusations. The denied refund based on seat not guaranteed (which really is stupid, when you select a seat during flight reservation, it says nothing that seat still not guaranteed). They also mentioned that they not obligated to provide any formal or informal apologizes. I should also mentioned that someone else was sitting in that seat during this flight and it looks like a obvious case of double booking which KLM just don't want to admit. Also, two of my friends were flying with me on the same flight, were witnessed the whole situation and willing to proof or, if needed, testify to proof my wordsDesired Settlement: I find this absolutely unacceptable. The whole situation about my ticket and reserved seat, but mainly the attitude from the supervisor. Throwing terrible accusation in public, in front whole bunch of passengers, having no grounds for that, denying to at least apologize or making a mare attempt to resolve this matter. I would like to receive a payment for the seat that I never had and I am demanding a letter or phone call from KLM with an explanation of their employee actions and attitude

Business

Response:

[redacted],Thank you for contacting us with regards to your flight KL602, Los Angeles to Amsterdam, on May [redacted] 2015. Please accept our apologies for the inconvenience encountered.Looking into your booking information, your reservation was done on December [redacted] 2014 with a special request for 11D in our Economy comfort section. We understand the reasons why you would have preferred to travel in a certain seat you had chosen and regret that we were not able to honor your request upon check-in time at the airport. We truly regret this situation and understand the inconvenience such as this last minute change creates. The re-allocation of seats is subject to unforeseen changes, and this is why we would like to highlight that our contract of carriage does not guarantee a specific seat. Our agents will try to accommodate the passengers’ requests and follow them as much as possible. Our records show that you were assigned 14C, which is also located in the Economy comfort section. Please see the attachment for configuration plan of the [redacted] for reference.As such, I am unable to answer favorably to your request of refunding 200$. Our agent assigned a seat that was also in the same class requested, therefore, no refund is further due. I am sorry the deception it may cause.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:

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,

Business

Response:

Dear [redacted],We are most sorry that our answer didn’t bring you satisfaction.We have taken full note of your remarks, and we are extremely disappointed to hear about your recent experience at our check-in counter on May [redacted]. We would like to assure you that our teams do their outmost to make sure that all operations are processed as per our standards, and as such, quality of service is definitely among our top priorities. We would like to thank you for having taken the time to share your impressions with us. Your comments have been transmitted to our ground department, and to [redacted]’s supervisors. Kindly be informed this situation will be dealt internally. With regards to your seat assignation, regretfully, in the specific situation you have reported, we have been unable to reconstruct the facts, as you have reported them, and we are truly sorry for the poor impression left by this unfortunate incident. As previously mentioned, our conditions of does not guarantee a specific seat and our agent did her best to accommodate you. Once again, according to our records, you were assigned a seat in the same category that you purchased. As such, I regret to say no refund is further due. Respectfully yours, KLM Customer Care

Review: Delta is denying fair compensation for bumping me and my daughter off KLM flight 872 in New Delhi per European Union Regulation (EC) [redacted]I and my daughter were bumped off the KLM flight 872 on Jan [redacted] 2015 from New Delhi India due to overbooking which caused me utter inconvenience and caused me to miss my work next day in Detroit. I'd like KLM to compensate me EUR600 per person per European Union Regulation (EC) [redacted]. Per delta reps KLM reps in India gave me a travel voucher for EUR300 in compensation so they don't owe any further compensation. The travel voucher was generated and assigned to my account without my knowledge and consent.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Substitute EUR300 travel voucher with EUR600 in cash/check per person for me and my daughter.

Business

Response:

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.

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:

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,

Business

Response:

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

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: Note: I been pushed by [redacted] AND KLM So much and now I feel I committed sin in my life to purchased KLM business class ticket. Please someone take an ownership and resolve this issue. We made about 14 attempts with [redacted] to get this issue resolved and we are still not going anywhere with this issue.

First we asked [redacted] for refund they said we have to contact travel agent and we been going back to back Between [redacted]-KLM-Travel Agent and Phone calls. Travel Agent no longer in business I paid cash for the ticket, back to [redacted] they raised many tickets internally but still no luck with our issue resolve.

KLM AIRLINE TICKET REFUND

RE: [redacted]

Hello-

I purchased my ticket cash from following travelling agency in Spain

COSTA [redacted]

SPAIN

I paid total 3227.82 euro I been asking for refund from KLM AIRLINE directly cause this travel agency no longer in business, and I had changes in my plan.

I have open many trouble tickets with KLM and it's handled by [redacted] in USA. After many calls and numerous email finally I heard back from KLM, please see an email response below. I have initiate this refund back in January. According to term this ticket is fully refundable ticket. Please someone assist me to get my refund.

On Monday, April **, 2015 5:22 AM, "[redacted]":

KLM Refund request: ID [redacted]

Dear [redacted],

Unfortunately we were unable to handle your refund request because the validity of your ticket has expired.

We are sorry for the inconvenience.

Yours sincerely,

KLM Royal Dutch Airlines

Please do not reply to this automatically generated e-mail.

If you have any questions, remarks or complaints, please contact us via KLM.com.

I had my flight cancel back in Jan-2015 and I been trying to ask refund and I been pushed around many places, Finally when I heard something back that was very unpleasant response. Seems like [redacted] customer service doesn't have much access to KLM system.

I have many emails about this ticket, Please feel free to reach me at this email or my cell number ###-###-####.

I NEED my refund back for 3227.82 EURO. I have been pushed by [redacted], klm airline both and seems like KLM doesn't have real office in USA.

Thanks- [redacted]Desired Settlement: I NEED my refund back for 3227.82 EURO. I have been pushed by [redacted], klm airline both and seems like KLM doesn't have real office in USA.

Business

Response:

Dear NY Revdex.com,Our KLM office, American division, has taken note of [redacted]’s request with the NY Revdex.com Dispute Resolution Service.Our records show that ticket #[redacted] was issued in a foreign country and is now expired. [redacted], as shown in her reservation, is holding a foreign passport and is also in the U.S.A. for a limited period of time. Therefore, our American office cannot intervene in this situation due to the reasons explained above. We highly suggest contacting our KLM division in Europe (where the purchase has been done) or Saudi Arabia (citizenship/passport).Kind Regards,[redacted]U.S.A./Canada

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:

This is not true we called so many times to [redacted] to get the refund and we couldn't get the get the refund online cause ticket was issued by Travel Agent in Spain and he is no longer in business. We made so many attempts to reach out to him no luck. Then we came back and dealt with [redacted] airline which handles KLM USA refunds. On top of that I am USA Permanent Residence and I am not here to short period of time. I am tax payers in USA and I travel for business all over, how can you guys says I am here USA for short period of time? I had many discussions with [redacted]/KLM about my refund in ticket here is another email I received from [redacted] on March [redacted], 2015. I had been speaking to them back in jan-**, 2015. Please see an attached email respond from [redacted] about this refund. Any questions feel free to get back to me. Thanks-[redacted]

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

Sincerely,

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:

Klm would never give your direct contact email or phone number to anyone, That's how we got in to this problem at step 1. I called to cancel my ticket before the departure date and I called many time for refund. Please try to understand [redacted] might work different way then KLM in usa, I been trying my best to work with you guys to get this issue resolved. As I said before I need direct contact for the person who is handling this case.Thanks-[redacted]

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

Sincerely,

Business

Response:

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

Review: On or around August [redacted], 2013, I flew with this airline, and upon getting my luggage back in Canada, I observed that my baggage was damaged. Also, while on flight and while flying over Canadian soil, the Respondent's staff was rude and refused to issue us ice cream because we complained about their conduct. The staff was overall unprofessional, rude and vindictive. They also refused to issue me an airline irregularity report so as to abscond liability. Other concerns exist.Desired Settlement: That I receive a refund on my flight, among any other remedy that the Respondent may offer and/or that I may request.

Business

Response:

Dear [redacted],

This message is in regards to the customer complaint ID [redacted] that you received from [redacted].

Please note that despite having treated the customer’s claim previously with an offer of compensation due to not having received the dessert of his choice on his Amsterdam to Calgary flight back in August 2013, he has contacted the Canadian Human Rights Commission.

At this time, his case is being handled by our legal department in Canada and therefore no further action from our Customer Care department will be taken.

We hope that with the above information we have answered your request properly.

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:

The business could always have made a better offer which, if I would have agreed upon, would have dealt with any and all existing claims and complaints. The business evidently and unfortunately did not make a good faith effort to properly solve my concerns.

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

Sincerely,

Business

Response:

Dear [redacted],

This is in regards to [redacted]’s complaint client ID# [redacted].

We would like to reiterate that since the customer has elevated the matter to the Canadian Human Rights Commission, the KLM Legal department is handling his case.

Therefore, our Customer Care department will not be able to respond to any further requests made by [redacted] through the Revdex.com.

Thank you for your understanding.

Sincerely,

KLM Customer Care Canada

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:

without prejudice

I reiterate and adopt my previous responses and answers, by unequivocally stating that a resolution on such matter can always happen, even though and irrespective that the matter may have been elevated to the Canadian Human Rights Commission. As a result of the business not wishing to make a good faith attempt at a resolution pertaining this matter, I respectfully insist and submit that such should reflect on their Revdex.com rating and/or score. Thank you kindly for your time.

Regards,

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

Sincerely,

Review: I am seeking a refund for unused airfare due to medical surgery. Previous contact with the company has gone unanswered.

Dear Revdex.com,

I am writing to you regarding an unresolved refund request with KLM/[redacted]. I have tried previously to communicate directly with the company; however, after 7 months, I still have no answer or resolution from the company. I am now turning to the Revdex.com for help in the hopes of avoiding having to go the legal route. I am an American citizen living in Jakarta, Indonesia. My children and I took an international flight from Jakarta, Indonesia to the United States on KLM/[redacted], in November of 2012. While in the United States, a routine doctor visit resulting in an unanticipated, urgent need for a medical surgery caused me to cancel the return leg of a round-trip flight for myself and my two children. I called KLM/[redacted] and spoke with a representative who told me that I had one year from the date of the flight to use my credit, as long as I had proof of my surgery. While planning another trip to the States for June 2013 (well within the one year timeframe to use my credit), I called KLM to find out how to use my credit from my cancelled flight. I was told that my credit is no longer available to be used because it had to be used one year from the date of booking, not from the date of the cancelled flight. Since I can no longer use a credit toward future bookings, I am requesting a full refund for the unused return airfare.

A request for a refund, along with details of the situation was mailed to KLM June **, 2013. To date, I have yet to receive a resolution from the company. During these seven months, I have contacted KLM/[redacted]/Air France four times by email, and several other times by phone, requesting a status update. Each of the telephone conversations with KLM/[redacted]/Air France customer service was surprisingly unhelpful. The only reply via email or phone has been acknowledgement that my request has been received and is being reviewed, and some small value flight vouchers as a consolation that the process has taken so long. My previous complaint to [redacted] included all supporting documentation, including a note from the doctor, hospital records and ticket/eticket records. I am happy to provide this again if need be. I do not see a place to attach documents electronically to this complaint.

The seven-month duration of this review, or whatever activity KLM/[redacted]/Air France is presently engaged in, is unacceptable.

I have 3 different case numbers that have been referenced in correspondence. They are listed below:

**(assigned in the July **, 2013 correspondence)

[redacted](assigned in the October [redacted], 2013 correspondence)

[redacted](assigned in the December **and **correspondences)

The eticket numbers in question are:

E-ticket number:[redacted] -**E-ticket number:[redacted] -**E-ticket number:[redacted] -**It is my hope to resolve this quickly and amicably, and not have to resort to further measures.Desired Settlement: Full refund for unused airfare.

Business

Response:

We are sorry to learn of the difficulties [redacted] faced during her **November 2012 trip from Jakarta to Nashville with her two sons.

We have carefully reviewed the booking for this journey and could not find any evidence of a request to cancel or modify the **December 2012 return portion of the tickets.

We should highlight that if they exist, exceptions for death or hospitalisation may only be extended to fully unused tickets. Fare conditions apply otherwise.

In this particular case, the tickets have been issued in Indonesia and the conditions are specific to the country of issuance. These conditions do not include any provision for death or hospitalisation.

However, it could have been modified during the 12-month period of validity for a nominal change fee and fare difference if applicable.

Although the conditions of the fare purchased did not entitle the passengers to any refund under the current circumstances and that we have been unable to confirm that there was an offer to use the balance of the tickets at a later date, we are pleased to offer a compensation in addition to the one offered in our email of **October 2013.

Specifically, we are pleased to offer each of [redacted] and her sons a non-refundable electronic travel voucher for 500US, which can be exchanged when [redacted], or, if a booking already exist, for extra options on KLM flights through My Trip. They must be exchanged within a year from date of issue, but the actual flights may however take place later.

· [redacted]/**/[redacted]

· [redacted]

· [redacted]

We trust this gesture of goodwill will go some way in restoring [redacted]‘s confidence in our services and look forward to welcoming you on board again, and at your entire satisfaction, on one of our flights.