KLM Royal Dutch Airlines Customer Service Issues

Subject: Urgent Issues with KLM Trip - Letter to Executive Committee Dear Members of the Executive Committee, I am reaching out to address a series of troubling incidents during my recent travel experience with KLM. I encountered persistent problems beginning with an international multicity ticket purchase that was never reserved despite payment. After resolving the initial flight refund and rebooking at personal expense, I faced additional challenges upon arrival in Amsterdam. My luggage has been missing for nine days, with conflicting reports from KLM agents adding to the frustration. Furthermore, my attempt to upgrade to business class was mishandled, resulting in a downgrade and a malfunctioning seat. Despite my efforts to reach out to KLM while in Kigali, Rwanda, the lack of communication regarding the status of my bags has been concerning. In light of these unresolved issues, I have taken steps to file complaints with relevant authorities, including the Better Business Bureau and the Department of Transportation in the USA. I hope to avoid legal action but feel compelled to seek further assistance to address these ongoing challenges. Sincerely, Kirsten C.

Subject: Urgent: Issues Encountered with KLM Services Dear Executive Committee Members, I am writing to express my deep frustration regarding the series of unfortunate events I recently experienced with KLM. After purchasing an international multicity ticket, KLM failed to reserve my booking despite deducting the payment. This led to the loss of prepaid hotel fees for nights in Amsterdam and Paris, as I had to secure new travel dates. Additionally, upon my arrival in Amsterdam on January 2, [redacted], both of my checked bags were missing, and to date, nine days later, they remain unaccounted for. Customer service provided conflicting information about the status of my bags, further adding to my distress. During my departure from Amsterdam, I encountered a downgrade from business class due to overselling and a malfunctioning seat in the premium cabin, which was eventually offered to me as a "solution." Regrettably, my attempts to resolve these issues with KLM have been met with inadequate assistance, despite daily calls to their support line. Consequently, I have lodged complaints with the Better Business Bureau and the Department of Transportation in the USA. While I hope to avoid pursuing legal action, I am prepared to take further steps if necessary. I appreciate your attention to this matter and am willing to provide additional details upon request. Thank you for your prompt consideration. Sincerely, K. Cavender

Our flight DL9672 from Amsterdam to Atlanta on January 20 was changed to KL623, which lacks Premium Comfort. Consequently, we were reassigned to Economy. I successfully secured a new seat, 19C, but my husband, Franz-Josef J., did not receive one. Despite attempting to book a seat, I was prompted to pay; however, as we already paid for Premium Comfort, this additional fee seems unjust. With confirmation # QH8PR7 under Lisa J., my husband (#QFHZJC) lacks an assigned seat based on the website. Although we understand the need for adjustments, we are disheartened about not experiencing the expected comfort. Could you please assign my husband a seat so we can sit together? I tried reaching out via [redacted], but was informed it's not operational. Could you provide an alternative contact number, if available? Appreciate your assistance.

I filed a claim with KLM for lost luggage which they denied, claiming I missed the 21-day deadline. However, there were 2 missing bags under claim C-[redacted], with one delivered on September 13th and the other on September 14th. While on a cruise in Iceland, I did not disrupt my vacation to file the claim, but I did so promptly upon returning home. I submitted the claim on October 5th via klm.com, exactly 21 days from the last bag delivery on September 14th. I tried to reply to the customer service agent who emailed me from [redacted], but the emails bounced back. How can I reach KLM to have them reconsider my claim since it was filed within the time limit and should not have been rejected? Thank you.

I am looking to upgrade the seats for my reservation (PH6A2 for March 25th to Venice). However, I cannot find any record of the ticket on your regular web page or on Flying Blue. When I searched, it stated that KLM had no flights at all on that particular day from SLC to VCE. When I called, the KLM representative had difficulty understanding where I was flying from or the problem I was facing. It seems he also could not locate my reservation, so I ended the call. I did receive an email from Delta informing me that they have updated all my flight details, but they are unable to assist me with upgrades since they did not issue the ticket (my son actually booked the trip). I am unsure if I have a ticket or if it is booked through Delta. Can I upgrade some or all of the seats, or should I wait closer to the travel date on the 25th of March? - J.D.

Hello, I want to share my recent experience with KLM during my journey from London to Amsterdam and then to New Delhi. Unfortunately, my flight to New Delhi was delayed, causing me to miss my connecting flight. Adding to the inconvenience, my baggage did not arrive with me. KLM staff assured me in New Delhi that my luggage would reach my final destination and that they would compensate me for the missed flight and the new ticket I had to purchase. After submitting my claim for these expenses and the lost baggage, I have yet to receive any updates on the status of my claim. It took about 10 days for my baggage to be located and delivered, and now I am still waiting for resolution on my claim. Contacting KLM customer service has been challenging as I have been passed around from one department to another without finding anyone who can help me reach their Claims team. Any advice on how to proceed would be appreciated. Thank you.

Hello KLM, I had a round trip flight with you from FRA to SDQ and back, as well as from PUJ to FRA, including the train to the airport. However, due to two flight changes, we lost our booked train back to Nuremberg and the associated money. Booking reference F6PHM6 for 4 people. 1) The first flight on 27.12.22 was already delayed by 5 hours. Despite this, we took the scheduled train and waited at the airport. 2) The return flight from PUJ on 14.01 was delayed for over 1.5 hours due to chaos during check-in and boarding, causing us to miss the connecting flight to AMS. In JFK, they wanted to offer us a hotel room and the next flight to FRA on 15.1 at 19:00, which we couldn't accept as we had work early on 16.1. After over 2 hours of waiting and discussions, we managed to get a flight via Paris to Munich on the same day, landing at 17:20 on 15.01 in Munich. Since the delay was over 6 hours and we landed in Munich instead of Frankfurt, we missed our booked and paid train connection. We had to be picked up privately from Munich due to the lack of good train connections, incurring extra petrol costs and having someone willing to pick us up on a Sunday evening. As there are legal regulations regarding flight delays, we request urgent compensation for all 4 persons, as well as reimbursement for petrol and train costs. The train from Fra to Nuremberg on 15.1 cost 21.80 per person, plus petrol costs for the 320km from Munich to Nuremberg. I have already submitted a complaint via the app but have not received any response to date. I kindly request prompt action on this matter. Best regards, Carmen K.

At Suvarnabhumi Airport in Bangkok, our original KLM flight was changed to Thai Airways, rerouting us to London. We were promised compensation on the spot but have struggled to receive it despite multiple follow-ups and emails to KLM. After a month, we're still facing challenges in obtaining the compensation we were assured. The latest update mentions a baggage issue in Sydney, which adds to our confusion. Your assistance in addressing this matter promptly would be greatly appreciated. Thank you.

My family and I flew with Transavia from Alicante, Spain to Schiphol, Amsterdam. Our flight was delayed by over 2 hours, causing us to miss our connecting flight to Stavanger, Norway. We had to stay at a hotel overnight and only made it back home the next day. We are seeking compensation of [redacted] euros per person. KLM has informed me that they will not provide compensation. Is it within their rights to do so?

I am seeking information regarding my booked KLM flights. I am experiencing difficulty locating the flight reservations (W5TCNO) for my family of three that were booked using my Flying Blue miles. Strangely, I can clearly see the reservation I personally paid for in cash for the same flight on July 19, [redacted], from Vienna to Toronto on the website. I am puzzled as to why this discrepancy exists. I have been unsuccessful in finding a suitable phone number to address this issue over the phone.

Subject: Compensation Request for Flight Disruption Dear Sir/Madam, Regarding flight KLM / KL1018 on 09/03/[redacted], departed from London Heathrow Airport (LHR) at 16:25 for Buenos Aires Airport, there was a significant delay causing me to arrive more than 4 hours later than scheduled. I am writing to request compensation as per EU Denied Boarding Regulation [redacted]/[redacted] for €[redacted] (£[redacted]) per passenger. I am claiming on behalf of 2 passengers included in my booking. I anticipate receiving the compensation within 21 days and have attached a copy of my tickets for your reference. Sincerely, S. Wilkinson

I need assistance with my damaged luggage from my recent KLM flight to Lima, Peru on March 10th with booking ref U88ALP. Our antler luggage was damaged, and we have pictures to show. The KLM office suggested reporting the issue through the website, but we were unable to do so. We had to shrink wrap the damaged case for protection as we are traveling for two weeks before embarking on an 18-night cruise. Any guidance on the next steps would be greatly appreciated. Thank you. Best regards, L.C.

Due to a medical emergency, we had to reschedule our flight last minute. We sent the necessary medical documentation to the email address specified by customer service. After booking a new flight for a specific date, we were informed about the penalty for immediate rescheduling. We were told that it would take up to three days to approve the medical certificate. However, we were offered vouchers in the amount of the penalty for our next flight. We are still awaiting information on the status of these vouchers and would appreciate an update. Our booking reference is U6K4DN. Thank you.

On the 14th of March, upon arriving at Lisbon airport from my flight from Hamburg to Lisbon, I faced an issue with my baggage not being loaded onto KL1696. Despite contacting the lost and found service and being instructed to make a baggage report myself, the process has been quite challenging. After receiving the file reference LISKL [redacted], I provided my address for the missing baggage to be delivered. However, multiple attempts to ensure the delivery have been met with delays and unconfirmed information. Despite numerous calls and efforts, the delivery of my baggage has been continuously postponed, leaving me with only the clothing I wore during travel and making it difficult to continue my journey. I am disappointed with the lack of progress and communication and urgently require a resolution to this matter.

Good morning, I submitted a request to KLM using the email addresses [redacted] and [redacted] However, I did not receive an automatic response confirming that my request was received. I am seeking assistance regarding two vouchers for KLM belonging to my wife and daughter with the codes [redacted][redacted] and [redacted][redacted]. Due to visa processing delays, they are unable to travel before the vouchers expire on April 29th. I, Premysl Vanek, need to travel to Europe in April. Is it possible to transfer one of the vouchers to my name? Additionally, I have my own voucher, [redacted] [redacted] [redacted] [redacted] 5, valid until December [redacted], but it does not cover the full journey cost. If transferring the vouchers is not an option, could you extend their validity until the end of [redacted] so my wife and daughter can use them? Thank you for your assistance. Sincerely, [redacted]

Dear Sir/Madam, I am seeking to reopen claim C-[redacted], which was denied under false pretenses. The booking code for the flight in question is RPG8Q5. I experienced a 48-hour delay on flight KL569 from Dar Es Salaam to Amsterdam on November 28, [redacted], due to overbooking. As a result, I am owed a compensation of [redacted]€. I would like the compensation to be transferred to the account listed below. My travel companion, A.M., encountered the same issue on the same flight and was promptly compensated under claim number C-[redacted]. I previously attempted to reopen the claim under a different page, C-[redacted], but was instructed to update the original claim, which remains denied. Any assistance in this matter would be greatly appreciated. Thank you.

I just arrived in Las Vegas today on a flight from Amsterdam, but unfortunately, my baggage did not make it. I was provided with a QR code to scan, but it is not accepting my booking reference. I am currently at the Aria Hotel without any clothes or essentials. My name is Deborah S., and I urgently need my bag with my medication, as I only have enough for today. I flew in on flights KL1420 and KL635. I would appreciate assistance in resolving this matter promptly. Thank you.

I did not receive my luggage on KLM flight KL/[redacted] that arrived at BG Airport at 3:30 am on April 5. The baggage claim number is TLVKL13918. I am currently on vacation with my family at the Vert Hotel Dead Sea until Sunday, April 9. I informed the lost and found desk that my luggage needs to be delivered to the hotel, which they confirmed. Today is a holiday in Israel, and I just received a call from the delivery company's representative, Miss Regina, saying they can't deliver it to the Dead Sea and I need to arrange to collect it. I require the urgent medication that is in the luggage, and as a lawyer, I believe they must deliver it to the specified location. I hope the issue is resolved promptly. Thank you.

Dear team, I am reaching out due to the warning strike at Hamburg Airport (HAM) on 20.04.[redacted]. Our flight, KLM1776 to Amsterdam, may be affected. We are considering taking the bus to Amsterdam to catch our connecting flight to Ibiza, KLM2527. Could you please advise if we can proceed directly to the connecting flight in Amsterdam? We hope to continue our journey smoothly. Thank you for your assistance. Best regards, Johanna M., Luisa B., Hannah B., Louisa V., Neele A., Mareike T.

Dear KLM Team, My wife and I had a flight from Dubai to Düsseldorf with a layover in Amsterdam. Our departure was scheduled for 03.04 at 00:55 AM. Passenger names: Sebastian G. & Janka S. G. Flight numbers: KL0428 and KL1853 Due to the delay of flight KL0428 from Dubai to Amsterdam, we missed our connecting flight KL1853. The replacement flight KL1855 departed 4 hours and 10 minutes later than the original flight, resulting in the same delay upon arrival in Düsseldorf. I kindly request compensation according to EU passenger rights regulations for a flight distance over 3,500km and a delay exceeding 4 hours, equating to €[redacted] per person. The delay was not due to extraordinary circumstances but rather a delayed departure causing us to miss our connection. I would appreciate an initial response by 11.05.[redacted]. While we have involved our lawyer, we hope to resolve this matter amicably outside of court. Thank you in advance for your attention and kind regards, Sebastian G.