KLM Royal Dutch Airlines Customer Service Issues

Hello, I hope this message finds you well. I am reaching out regarding an issue I encountered with the KLM India team and their handling of my recent booking. I had made a reservation for myself, my wife, our 3-year-old son, and our infant to travel from Bangalore to Edmonton, Canada. When I contacted customer service within 24 hours to cancel the booking, I followed the instructions provided to do so online. The representative advised me to only input information for adults, ensuring the children's tickets would be canceled automatically. I later realized that only partial refunds were processed for the children's tickets, despite being assured otherwise on the phone. I kindly request a thorough review of the situation and consideration for a full refund, as I believe I followed the guidelines provided by your team. The refund request ID is 6AD-BC0112CE7526. Any assistance in resolving this matter promptly would be greatly appreciated. Thank you for your attention to this matter. Sincerely, Pushparaja (Raj)

Hello, I am looking for advice on flights to South Africa for a family wedding in Cape Town in April [redacted]. I found a flight deal for £[redacted] from a competitor but would prefer to fly with KLM due to their excellent reputation. Our group consists of 8 adults (Bride, Groom, Mother and Father of the Bride), and 2 children (ages 3 and 6). We plan to depart from Glasgow around April 3rd, with some returning on April 13th due to school, and the rest staying until April 17th. If there's a possibility of a group booking at a good rate, I can bring in additional guests. I am hoping for any upcoming deals to help reduce costs. Thank you for any assistance provided. Have a great day. Regards, J.

During our recent trip on KLM flight [redacted]/[redacted] from Edinburgh to Amsterdam to Copenhagen, we encountered an unfortunate incident with our luggage. Despite assurances that it would be on the next flight and delivered to our cruise ship by the 23rd of September, it did not arrive until Thursday, the 26th of September. This delay caused us to lose valuable time on land, as we had to spend our first day shopping for clothes and toiletries. Being in our seventies, this was a significant setback during what was supposed to be a special cruise, which may be our last holiday abroad. The delay even restricted our dining options due to dress code requirements at certain restaurants. Overall, this experience was extremely disappointing after diligently saving up for this memorable journey.

The KLM website has been quite frustrating for me. After a tedious search, I managed to find a form to contact them, which wasn't my preferred method. I prefer not to use social media platforms like Facebook, WhatsApp, or Twitter to communicate. The website lacks user-friendly contact options. As a seasoned computer user since [redacted], I'm not a fan of forms either. Unfortunately, our Flying Blue cards have had issues with the printed numbers, rendering them practically useless. Additionally, as Canadian residents with a Resident Card, my wife and I encountered difficulties registering extra baggage because KLM only allows online check-ins for those with a Canadian passport. This restriction made it impossible for me to purchase extra baggage for both of us using my Canadian passport and booking code. I hope our extra legroom seats have been reserved properly, but I'm unable to verify this. It would be ideal if KLM could improve its processes not only for their benefit but also for passengers in economy class like us. Despite my efforts to contact them via email, I have become quite discouraged. Best regards, R. M. [[redacted]]

Reference Number: [redacted] Case Numbers for both complaints raised through Delta Airlines: [redacted]8 and [redacted]2. I recently received an email from Mr. R. Lee at KLM Customer Care, which did not address or investigate the complaints regarding the conduct of KLM staff in Madrid. I have a photo illustrating the issue and requested an email address to forward it for further action. The blame should not be placed on PMR, as KLM has yet to review their policies regarding cabin luggage placement. The incident in Madrid was due to the staff's conduct, as observed when I was refused check-in priority and spoken to rudely. Despite being the first passenger to arrive, I was mistreated, and the staff member even wrongly claimed my ESTA was denied by the USA government. I have evidence of this behavior in a photo inadvertently taken while trying to show my approved ESTA. KLM must take responsibility for training its staff. I have requested an email address for correspondence, as there seems to be no direct route for communication other than through Mr. R. Lee. The service provided by KLM in Amsterdam was unsatisfactory, as there was a lack of assistance and information about cabin baggage regulations, resulting in my bag being stored in an inconvenient location. The staff's lack of attention caused unnecessary inconvenience. M. A. Manyari-Cardenas

Subject: Damage Baggage Claim - Reference: [redacted]1 Dear Madam/Sir, I had a recent flight experience with KLM on November 7, [redacted], traveling from Miami to Amsterdam (Flight DL9493) and then to Mumbai (Flight DL9494). Unfortunately, my luggage was damaged during the journey, with the chain and trolley handle completely broken and some items missing. The missing items, totaling $1,[redacted] in value, include Air Jordan 13 Retro, Love Versace Patch Slim Fit Jeans, Emporio Armani Polo-Neck Sweater, Men's Digital Barocco T-Shirt, Miami Heat Team Initial 59fifty Fitted, Swissgear Laptop Backpack, and Versace Women Londe Print Silk Dress. I have attached relevant documents such as the ticket, damage report, repair vendor information, and photos for your reference. Please address this situation promptly. Sincerely, Sushant Nandavadekar Mobile: [redacted] (WhatsApp available)

We've arranged flights with KLM for next May to Schiphol Airport. I've requested assisted travel for my husband, who uses a disability scooter, and provided all the details via WhatsApp. Everything seemed fine until I received a confirmation email asking me to call them. After a couple of phone calls discussing the height of the scooter, I later found out that the issue was actually with its length, which was stated as having a limit of 27cm. I'm confused because I don't see how his scooter could be that small. I'm hoping to get a realistic explanation as to why KLM is unable to accommodate my husband's scooter on the flight. Thank you.

We made our ticket reservations through Expedia for a trip from Barcelona to Curaçao on November 23rd. Arriving three hours early at the airport for check-in, we were denied boarding by the staff due to having a one-way ticket for our journey to pick up our boat in Curaçao. Despite providing all necessary documentation, we were informed last minute by a supervisor that we needed a return ticket from Curaçao. Despite our efforts to rectify the situation and the lack of assistance from KLM and Expedia, we have been stranded in Barcelona for three days. We are seeking the flight we originally paid for, as the situation has resulted in significant additional expenses for accommodations and communication.

I need assistance with transferring a [redacted] kg package from Amsterdam, Holland to Tulsa, Oklahoma, along with my luggage. I have previously paid $[redacted] for transportation from Accra, Ghana to Tulsa, but I have been detained in Holland. I need to make arrangements with you to transport me, my package, and luggage to Tulsa. Please advise.

Good morning, We have booked a flight for 2 colleagues from Amsterdam to Vancouver (booking reference O4C7LU). The flight was scheduled to depart at 9:50 a.m. yesterday as indicated on the ticket, but it appears the gates were closed early, causing my colleagues to miss their flight. Could you please inform us of the exact time the gates closed and when this booking was changed (see attachment)? Thank you in advance. Kind regards,

My family is scheduled to fly to India with Delta Airlines on flights DL9410 and DL9574 on January 28, [redacted] from Edmonton to Delhi. I am hoping to join them on the same flight but have only found available seats on KLM flights KL676 and KL871, which I understand operates with Delta Airlines. Both KLM and Delta have the same departure and arrival times. I am wondering if I can still travel with my family on the Delta flight if I purchase a ticket for the KLM flight.

Both my sons are currently studying in the US and they had planned to visit me in the UK for Christmas. Unfortunately, there was an issue with their visas at the San Francisco airport, and they were not allowed to board their flight. I am trying to find affordable alternative flights for them to come home for the holidays. I had already booked return flights for them with KLM for January 14th, [redacted], but now I need to find two one-way tickets from San Francisco to Manchester within our budget. The current prices are too high for us to afford. I'm hoping to find a solution quickly so we can be together for Christmas. Thank you.

I submitted a claim through ALITALIA for my lost bag, and the handling agent from KLM assisted me with filing the claim on December 13, [redacted]. My file number is FCOKL [redacted], and the bag was located three days later with tag # DL563784. I am seeking reimbursement for the $[redacted] EUR I spent on essential clothing, for which I have receipts. I was informed that I would receive direct payment for the reimbursement. Thank you, Valere Miserez.

Subject: Baggage Delay Report - Bag Tag Numbers KL518538 / KL518626 I, Chrysann Austin, along with my two children, recently traveled from Helsinki to Naples via Amsterdam. My journey involved KL1164 from Helsinki to Amsterdam and then HV6411 from Amsterdam to Naples. Unfortunately, upon arrival in Naples, my baggage was missing, with Bag Tag numbers KL518538 and KL518626. The situation is quite disheartening as I paid 90 euros for the check-in service of two pieces of luggage in Helsinki under the assurance that my bags would be promptly available in Naples. Had I been made aware of the possibility of baggage misplacement due to the short transit time in Amsterdam, I could have reorganized my belongings, particularly essential items like gifts, souvenirs, and chocolates purchased for my loved ones. Moreover, it was my daughter's birthday, and her presents and holiday shopping were also in the missing baggage. I kindly request a refund of the 90 euros charged for the baggage service since it was not fulfilled as promised. If my baggage cannot be located, I expect compensation for each missing item in addition to the refund for the service fee. Thank you for addressing this matter promptly. Sincerely, Chrysann Austin

I need to postpone my trip due to cancelled flights. Ticket Number [redacted][redacted], Record Locator J84F6X. Can I receive a voucher to reschedule once the virus situation improves? American travelers are unable to go to Uganda now. I am Marsha Gaye Hunt, and my contact number is [redacted]. I aim to rebook my flight for a future date when travel restrictions are lifted. As I run an NGO in Uganda, I plan to resume travel for my charitable work. Kindly provide a formal letter or code for rescheduling or refunding the flight.

I would like to bring to your attention that KLM Airlines has announced the cancellation of flights to Kuala Lumpur from March 27 for two months, affecting my planned trip on April 6. The information provided on the KLM website indicates that in the case of flight cancellations, passengers are only eligible for refunds via vouchers. However, according to Regulation (EC) No [redacted]/[redacted] of the European Parliament, travelers have the right to request a refund of the ticket price. The European Parliament recently clarified this law on March 18, [redacted]. According to the General Conditions of Carriage of KLM, specifically sections 12.2 and 14.5, passengers are entitled to a refund of the ticket price if their flight is canceled. I would like to exercise my right to receive a cash refund to my account based on this regulation. Unfortunately, I have encountered difficulties in obtaining the refund as promised. Your assistance in resolving this matter would be greatly appreciated. Best regards, A.S.

Booking Reference K9G2YY I am writing regarding the cancellation of my return journey by KLM on 25 March. The flight was from Kuala Lumpur to Inverness scheduled for 1 April. Due to the cancellation, we had to make alternative travel arrangements at a higher cost to comply with the Foreign and Commonwealth Office guidelines to return to the UK promptly. Our new route included flights on Malaysian Airways to Heathrow, connecting to Aberdeen with BA, and finally a private hire to Inverness. KLM suggested directing the compensation claim to Expedia since the booking was made through them. Our travel insurer also requires written confirmation from Expedia/KLM regarding compensation eligibility before processing our claim. We seek reimbursement for the additional expenses incurred and compensation as per EU regulations for flight cancellations by an EU airline. Attached are the documents detailing the additional costs. Malaysian Airlines charged 37,[redacted] RYM, and GetTransfer cost £[redacted]. We are waiting to hear KLM's response regarding our claim for reimbursement of the extra expenses incurred due to the flight cancellation.

Payment Request Dear Sir or Madam, I booked outbound flights from Berlin (TXL) to Panama City (PTY) through Amsterdam (AMS) via Expedia.de. Booking code: VXPPIZ. Prior to my trip, I was informed that the flights arranged by you could not take place. With this letter, we are asserting our claim for compensation pursuant to Regulation (EC) No. [redacted]/[redacted] amounting to €[redacted].00 against you as the operating air carrier of the flights. According to the Federal Supreme Court judgment of 26.11.[redacted] - Ref. Xa ZR [redacted]/08, the decisive factor for the term "operating air carrier" is solely the company that actually provides or intends to provide the transport service with its aircraft and personnel, and not the airline with which the contract for the flight was concluded. We hereby demand that you transfer the total amount of €[redacted].00 to the following bank account by 30.04.[redacted]: Svenja Wucherpfennig, IBAN: DE03 2[redacted] 0[redacted] 44, BIC: N0LADE21DUD. If payment is not received by 30.04.[redacted], I will be forced to take further legal action. Yours sincerely, Svenja Wucherpfennig

My flight on April 12th from Nice at 7:25 pm to Amsterdam at 9:25 pm and the return on April 15th from Amsterdam back to Nice at 8:30 pm under the names PUPPO C. and PUIGUIAN B. has been canceled. I no longer have the reservation numbers as they are no longer showing on the KLM app. However, I have a code that was sent to me on the website: booking reference F2B-F60DF[redacted] and Booking code RBZKIJ. What should I do with all of this? Thank you for your response.

On March 26, [redacted], I initiated a voucher request due to my canceled flight amidst the current Covid situation. I successfully received a voucher request ID with a note indicating it might take a bit over a week to receive the actual voucher. However, since then, I have not received any further updates. I attempted to contact via Whatsapp and Messenger but only received unhelpful automated responses. The hotline goes unanswered every time I try calling. It has been 3 weeks now, and I am left with no voucher, no responses, and no option for direct communication. I am unsure about the next steps to take in this situation.