KLM Royal Dutch Airlines Customer Service Issues

Hello KLM! I recently booked a flight and changed the dates on my return ticket on the same day. Everything went smoothly, and I received a compensation voucher via email. I researched similar vouchers and discovered that I can either redeem them for cash or use them as credit for future travel. I am unsure about the refundable status of my voucher as this information is not stated on it. How can I determine if it is refundable? Thank you in advance.

I have sent $[redacted] to my future wife in Ghana, West Africa. She was in a near-fatal accident and is currently hospitalized with a crushed leg and a kidney removed. Unfortunately, she missed her flight from Ghana to Houston on KLM 39 scheduled for 3/13/18. I now need to pay an additional $[redacted] for her new ticket. I am struggling financially, as I sent her the money from my tax refund. This is the second incident like this, as in the past she was detained in Mexico due to gold hidden in her luggage by her uncle. Any assistance in reducing the $[redacted] cost would be greatly appreciated. Her name is Mary L. Thank you for any help.

I obtained a Voluntary Denied Boarding Compensation Voucher from a KLM Agent at Barcelona Spain airport on Monday, June 18. My EMD # [redacted][redacted] and my daughter's EMD # [redacted][redacted] were issued a compensation of EUR 75 for us both. I am puzzled as to why our compensation was only 75 EUR when another family we were traveling with received [redacted] EUR each. Despite us all being delayed together by KLM, there appears to be a difference in the compensation amounts. I believe my daughter and I should have received the same compensation as the other family as we were part of the same travel group. I would appreciate any assistance in clarifying this situation. Thank you for your help.

Hello, I need to reschedule my booking from 09 July [redacted] to 10 July [redacted]. My reservation code is VYEHRZ, and the service ID is MS003. I tried to make the changes online, but there was an issue with payment processing during the transaction. The new flight is confirmed for the 10th, but the old one is still showing up. I'm unable to call due to my location in Afghanistan. I need to pay the change fee of [redacted] AED and remove the 09 July flight. Please advise on how to proceed. You can reach me at [redacted] Thank you.

I recently traveled from Kelowna, Canada to Newcastle upon Tyne, arriving on the 26th of September. Unfortunately, my journey was affected by a delay in my initial flight KL9828 operated by Westjet to Edmonton. This delay caused a ripple effect on my connecting flights: KL676 from Edmonton to Amsterdam and KL959 from Amsterdam to Newcastle. I was rerouted on Icelandic Airways, traveling from Kelowna to Reykjavik on flight F1692, then from Reykjavik to Amsterdam on flight F1500, and finally from Amsterdam to Newcastle on flight KL963 with a layover in Amsterdam. During these substitutions, I had to purchase snacks at the airports as cash was not accepted on board the Icelandic flights. I had initially purchased a window seat on my KLM flight and expected to receive meals and snacks as usual on my journey. Even though I appreciate the efforts made to get me home, the multiple flights and lack of meals left me exhausted. I am inquiring about the possibility of compensation, especially for the seat I purchased and the absence of meals during the Icelandic flights. Thank you in advance for your assistance.

Our recent flight KL1352 from Prague to Amsterdam on September 4th was unexpectedly cancelled due to engine issues. Initially scheduled for 8:50 am, we received notice of cancellation around 11:00 am. Despite being checked in with boarding passes for our journey to Milwaukee via Detroit, KLM staff informed us we couldn't depart Prague that day. Instead, we were rerouted on AA flight 53 to Philadelphia with a seven-hour layover before continuing on AA4858 to Milwaukee, arriving around 11 pm on September 5th. Given the inconvenience and delay, my wife and I, aged 78 and 73 respectively, believe we are eligible for compensation. Could you kindly advise us on the process to claim compensation and any necessary forms? Thank you for your assistance. Regards, B. and M. Lepeska.

I flew on October 23, [redacted], from Porto, Portugal to Amsterdam and then to Atlanta. I bought Comfort seating for both flights but was given different seats for the second leg. The check-in agent assured me those were Comfort seats, but they were not. The stewardess didn't assist when I raised the issue. As I paid $93.26 per seat, totaling $[redacted].52 USD, I'm requesting a refund to my VISA for those seats. My ticket numbers are [redacted][redacted] and [redacted][redacted]. Please, address this issue promptly. You can reach me at [redacted] for further assistance. Thank you.

On October **, ****, I purchased Comfort seating for two flights from Porto, Portugal to Amsterdam, and Amsterdam to Atlanta. Unfortunately, we were assigned comfort seats on the first leg of our journey but not on the second leg. Despite being assured at check-in that these were indeed comfort seats, upon boarding in Amsterdam, we found that they were not. The stewardess was unable to assist with the issue. As these seats were pre-booked, I am requesting a refund for the purchase totaling $***.** USD. This amount can be credited back to the VISA account on file, which should be on record under ticket numbers ************** and ***************. Please reimburse us for the seats we paid for but did not receive. Thank you for your assistance. For further information, please reach us at ******@***.com.

On June 6, [redacted], I made a flight booking through an agent for a trip from Frankfurt to Amsterdam and then Hong Kong with KLM. Unfortunately, I encountered issues with South African Airways for the initial leg of the journey from South Africa to Frankfurt. South African Airways indicated that even if they had allowed me to proceed, I would have faced more difficulties at Frankfurt because my KLM flight had been canceled without my knowledge. The KLM ticket agent denied any knowledge of the cancellation and mentioned that the money I had paid was already with KLM and could not be refunded to me. I am puzzled because I had not flown yet. Why was my flight canceled in the first place?

I encountered difficulties submitting this through your website and felt frustrated. Our suitcase was delayed, and upon delivery, we were no longer at the address provided. Despite notifying the baggage claim about our itinerary and the need for the suitcase before November 23rd, it arrived late, leaving us without it for ten days. We were erroneously charged for the suitcase in San Francisco and were advised to seek a refund through your site. However, I faced issues with the departure date and baggage reference number, which had more digits than accepted. We were instructed to purchase essentials but were not provided with a clear reimbursement amount. This led to us spending Thanksgiving in inadequate clothing, showing Seattle caution in spending. Unlike our positive experience with Alaskan Airlines during a canceled flight, KLM, a preferred airline for over a decade, did not compensate adequately for the inconvenience. The $[redacted].14 expenses accrued included [redacted] Euros for three checked bags. I hope for improved service and consideration in the future. Thank you for your attention. Sincerely, Corey

To Whom It May Concern, I wanted to share a recent disappointing incident I encountered with KLM last week. My significant other and I relocated from Nuremberg, Germany to Portland, Oregon, via KLM. Before the flight, we tried to pre-book our considerable amount of checked baggage online, but were unable to do so as the website stated it was not an available option. Upon arriving at the airport 90 minutes before our flight, we were informed that checking in our luggage would cost over 1.25K EUR. This unexpected expense added unnecessary stress to our already challenging relocation process. The staff at the counter was equally surprised by the high cost and advised us that it would have been cheaper to book online, which contradicted our earlier experience. Knowing the exorbitant fee in advance would have allowed us to make alternative arrangements. Regrettably, the lack of transparency has shaken our trust in the airline, despite my longstanding loyalty as a Gold KLM member. I have been advised to contact KLM Customer Support to address this peculiar situation. My KLM Flying Blue number is [redacted], and the trip booking reference is MUOMBH for the journey from NUE to PDX via AMS. Thank you for your attention to this matter. Sincerely, Austin L.

Hello, I am Diana. My family and I recently flew on KLM flight [redacted] from Kuala Lumpur International Airport to Jakarta's Soekarno-Hatta International Airport Terminal 3 on December 19, [redacted], boarding at 4:30 pm local time. After collecting our checked-in luggage in Jakarta, we discovered that one of our bags had a broken zipper, potentially from rough handling or tampering. Unfortunately, we found two missing items inside: my son's Samsung Gear S2 watch (Rp. 4,[redacted],[redacted].00 value) and a pouch with a SIM card and brace (Rp. 1,[redacted],00.00 and Rp. [redacted],[redacted].00 values). We promptly reported the incident to Baggage Services, who created a report for KLM and provided a reference number. Although the lost items may not be recovered, I am requesting that KLM address this issue with care and consideration, possibly offering compensation. I have listed the passengers who were with me on the flight for your reference. I have attached photos of the missing items, the damaged bag, our boarding passes, baggage tag, and purchase invoices. I look forward to hearing back from KLM soon. Thank you for your attention.

I'm Odiri Abbey. I had a flight scheduled from Lagos on January 15, [redacted], with booking reference QXZUQL. Unfortunately, I was not allowed to board by the passport controllers despite having both my Swedish and Nigeria passports. They claimed my passports were tampered with and questioned my identity. After confiscating my passports for over 24 hours, which a police officer took home, I was told I needed to pay a large sum of money to retrieve them. Refusing to comply, I eventually got my passports back at the airport and was directed to the Swedish embassy in Abuja. Seeking assistance from customs officers and KLM staff, it was determined through my thumbprint that I was indeed the passport holder. I am deeply upset by the actions of the passport controllers and suspect involvement of some KLM employees in this unacceptable behavior. I demand a thorough investigation into why my passports were handed over to a police officer for an extended period and insist on accountability for those involved. Your attention to and resolution of this matter is greatly appreciated.

I bought two round trip tickets from Santiago, CL to Buenos Aires, BA with booking reference QHCT9F for a flight on 27 April [redacted]. Unfortunately, KLM had a system issue where they couldn't process the payment, leading to the cancellation of our reservation. The KLM agent resolved this quickly, but we were charged $42 per ticket due to the last-minute transaction. Despite the agent not being able to waive the fee, he noted it in our reservation and suggested contacting KLM for a refund. We are seeking a refund of $84 from KLM as this charge was a result of their system error. Thank you.

I have a reservation for flight KL571 on October 1, [redacted] from JRO to AMS, followed by flight KL601 from AMS to LAX on the same day. I am interested in upgrading these tickets to Premium Economy. Could you please provide information on when and how I can do this, as well as the associated cost? My booking reference is TLM8MFT, and my booking is confirmed. I made the reservation through Grant Circle/Overseas Adventure Travel and was informed that I could upgrade to a better seat after ticketing, which usually occurs around 45 days before departure.

I am reaching out regarding missing items from my suitcase during a flight from Vancouver to Toulouse on June 13 with flight number [redacted]. I suspect the incident occurred during a layover at Amsterdam on June 14 due to a schedule change. Upon arrival in Toulouse, our luggage was among the first on the carousel, indicating it might have been left in Amsterdam for about 7 hours before being loaded onto Air France flight AF [redacted]. I have submitted a claim to KLM on June 17 but discovered additional missing items, including a goose down-filled parka valued at $[redacted] and a pair of men's leather shoes valued at $[redacted]. I believe there may be security camera footage at the airport capturing where the belongings were left unattended. Please address this matter promptly, as I prefer to avoid legal involvement to settle this issue. Thank you.

My son has contracted a stomach virus while traveling with our group. He is scheduled to fly back home on one of your flights in the morning but is currently dealing with symptoms like vomiting and diarrhea. I attempted to change the flight, but all other options seem to be full or come with high fees. Is it acceptable for him to fly on the morning flight while unwell? It appears we are running out of alternatives at this time.

I made an error in booking my flight from Dubai to Amsterdam for the 18th of July instead of the previous night. Both mine and my spouse's tickets have been canceled, including the return trip from Aberdeen on the 29th of July. I find it challenging that I am being asked to repay for all the flights. I have been a loyal customer of KLM for many years but have not received my Fly Blue number despite multiple requests. I believe this situation could have been handled more compassionately considering my mistake. It would be greatly appreciated if you could respond promptly as I need to make alternative arrangements for my flight to Aberdeen.

Hello, I am writing to address my mother Yasmin Khalid's recent ticket change from Cork to Islamabad, reference JTSY5Y. I spent a considerable amount of time today discussing this matter with various customer service representatives. My mother arrived in Cork on a KLM ticket on June 13 and was originally scheduled to return on August 1. However, I changed her ticket to August 26 in mid-July for an additional fee of €[redacted]. During her flight from Abu Dhabi to Amsterdam, my mother did not have the option of vegetarian or halal food, which left her hungry on the long journey. I raised a complaint about this issue at the time of the ticket change. Today, when I called to inquire about the food options for her upcoming flight, I was surprised to learn that her baggage allowance had been reduced from 30kg to 23kg without my knowledge. I have been trying to clarify this discrepancy with different representatives. Shirley suggested sending a copy of the original ticket, which clearly shows a 30kg allowance, to resolve the matter. I kindly request an email in English to confirm the baggage allowance and address any other issues. It is crucial for me to have clarity before my mother's trip on Monday. I have attached a copy of the original ticket for your reference. Thank you, Kiren Khalid

I was offered [redacted] euros as denied boarding compensation for volunteering to give up my seat on flight KL [redacted] on September 13th, [redacted] with a layover in Amsterdam. My booking reference is MGYZFK, and the ticket was purchased for work travel by a client. I received a voucher numbered *[redacted]52 and EMD [redacted][redacted]. Before proceeding with the bank transfer online, I want to confirm that the compensation will be sent to my personal bank account, not the card used for the original booking. I was assured the payment would go to my bank. However, during the online process, it appeared the payment method might mirror the original ticket purchase. I need guidance on whether I can provide my personal bank details for the transfer online or explore alternative payment methods. Thank you.