KLM Royal Dutch Airlines Customer Service Issues

Hello, I recently bought two tickets for my parents to visit us in the USA during the Christmas/New Year holiday. Yesterday, I learned about current travel regulations to the United States, specifically Presidential Proclamation [redacted]. This Proclamation suspends entry of individuals who were in the Schengen Area 14 days before their attempted entry into the US. Since the flight includes a layover in Amsterdam (a Schengen country), my parents may not be allowed entry into the US. I'm surprised I was able to book these tickets on your website given these restrictions. How will this be handled? Can I cancel the tickets? Thank you, Nikolova

Hello, I am located in Norway and carry an Indian passport, currently organizing a trip to India. I noticed there are available flights from Amsterdam to India but I am unsure if they are operating due to the absence of an air bubble agreement between India and the Netherlands. Kindly confirm if there are any restrictions for boarding the flight from Amsterdam to New Delhi. Thank you, Kishore.

Subject: Reconsideration Request for Voucher Dear KLM Customer Service, I am reaching out to express my disappointment regarding the rejection of my voucher request last month. I had purchased a ticket in March for a Prague-Rio de Janeiro-Prague flight. When my return flight was canceled amid the pandemic, I needed to change my ticket by paying an additional [redacted] euros for a new date. Instead of seeking a monetary refund, I am requesting a voucher for the extra amount paid to rectify the situation. The alternative of waiting three months in Brazil was not feasible for me, and I believe this situation reflects poorly on KLM/Air France's customer service. I kindly urge you to reconsider my request promptly, as the previous response received after 5 months via WhatsApp was disheartening. Thank you for your attention to this matter. Best regards, Rade Nikolic

I contacted KLM on October 12 to cancel my trip from Warsaw to Calgary (booking code VSGFY2) due to my mother's cancer diagnosis. A KLM representative confirmed the cancellation and mentioned a voucher valid until August [redacted], but no email was sent to confirm our conversation. Trusting it was resolved, I only checked My Trip on October 30 when planning my return. To my surprise, the trip was gone, and the voucher was nowhere to be found. I would appreciate an explanation on what happened to my booking and how I can obtain the voucher. Warm regards, Anna T.

On Sunday, December 13, my family was denied entry at the KLM check-in desk at Manchester Airport, UK. We were heading to the USA without realizing the current travel restrictions only allow essential trips like funerals, medical emergencies, or work-related travel. We had plans to quarantine for 14 days upon arrival, staying at our daughter's home. I am requesting a refund for our baggage fees. Lyndon L.

Dear Sir/Madam, I have booked a flight to Amsterdam on December 30, [redacted], and returning to Stuttgart on January 2, [redacted]. Due to the current situation with Covid-19, I am unable to travel on these dates and would like to cancel my flight. I spoke with a KLM representative today, and I was informed that I can only change the flight dates at an additional cost of €[redacted]. I find it unreasonable that I have to pay more to change my flight when the circumstances are beyond my control. I paid €[redacted] for my flight initially, and I believe that given the circumstances, I should be allowed to cancel without incurring extra charges, as many other airlines offer this flexibility. I request a prompt response to my situation. Regards, M. Albrecht

On the 23rd of January, I had planned to travel to Luxembourg with a stopover in the Netherlands. To adhere to the travel requirements, I had arranged a PCR Covid test within 72 hours of my flight and booked an Antigen test within 4 hours before departure, totaling €[redacted]. Sadly, my flight was unexpectedly canceled with only a two-hour notice, making it challenging to contact anyone given the late hour of 10:45 pm. Despite rebooking twice, my flight was canceled again. I finally secured a new flight for Monday the 25th of January, prompting me to undergo another PCR test and pay for a subsequent Antigen test, adding another €[redacted] to my expenses. I was not refunded for the initial tests, even though I did not take the Antigen test. This situation, completely out of my control, led to unexpected costs that significantly affect me as a student. I respectfully request compensation for the inconvenience and financial burden caused by these flight cancellations.

Hello, I am scheduled to fly from Charles de Gaulle to Florence on January 29 at 7:10 with KLM (KL2002) for university purposes. I have a 1.5-hour layover at Amsterdam airport. Air France texted me that passengers transiting through Amsterdam need a PCR test within 72 hours of the flight and an antigen test within 4 hours. Since my flight leaves at 7:10 am, I can't get the antigen test in time because services begin at 7:00 am at Charles de Gaulle. Can you confirm if the KLM KL2002 flight remains at 7:10 am or if there will be a delay to allow passengers time for the antigen test? Thank you very much, C. Le Doussal

My daughter's friend, Francesco Pastore, had a flight booked for January 24, [redacted], from Stuttgart to Genoa via Amsterdam with booking code U85EI5. Despite undergoing a PCR test as required, costing [redacted] euros, he was unexpectedly denied boarding for lacking an antigen quick test. Shocked by the last-minute request, he wonders why KLM failed to inform him of this additional test beforehand, especially since he was not staying in the Netherlands during his layover. The inconvenient timing of the test center at Stuttgart Airport, only opening at 9 am while his flight departed at 6:20 am, made compliance impossible. Dissatisfied with the lack of communication and the unfeasible options given by customer service, he had to resort to taking a train. In light of this frustrating experience, he seeks a refund and hopes for prompt assistance by contacting him via email.Warm regards, Ina H.

Hello, I am writing regarding my cancelled flight in April [redacted] with Booking code: OQCGY9. My name is María Angéla Imizcoz Beunza. I am requesting a refund. I originally booked through edreams, but they directed me to contact you for assistance. Part of the flight was operated by Ryanair, and they have already refunded me the full amount. I believe it is now your responsibility to refund me your portion. When I tried to process this on your website, it directed me back to the travel agent. I am seeking clarification directly from you and kindly ask that the issue not be redirected to a third party. Spanish communication is preferred if possible. My daughter is assisting me with this translation. Thank you, María.

I find KLM's check-in policy quite frustrating. I've been attempting to check in for my Johannesburg to Calgary flight with ticket reference SL9ENI, but I'm facing challenges online. Even after going through all the steps, I'm unable to complete the process, and contacting them over the phone hasn't been helpful. I'm interested in checking for possible upgrades, but the inability to check in online is making it hard for me. It would benefit customers like me if they allowed electronic methods for check-in. Not being able to do so only leads to dissatisfaction. Moreover, there's an internal flight on the ticket that I can only check in for on a different airline's website. When I try to check in on the KLM website, it shows that check-in has not been completed.

Hello, I need help with a situation of possible flexibility. My original flight details are as follows: - Booking Number: PDFW4K - Ticket Number: [redacted][redacted] - Passenger: K.F. Bott - Frequent Flyer Number: [redacted]21 I had to reschedule my flight after receiving a notification that my flight to Amsterdam was postponed by 19 days. I have been struggling for two days with your WhatsAppBot for a reasonable solution. They are asking for an additional €[redacted], which I find unreasonable. Here are my recent WhatsApp messages: [Message History] Now, I am looking for someone with enough authority to help me resolve this situation satisfactorily. I hope you can assist. Warm regards, Friedel Bott

Hello, I need assistance regarding my son, Humphrey Ikpete, who had a ticket under #[redacted][redacted] for a flight with KLM/Delta in April [redacted]. When we arrived at Miami International Airport, a Delta ticketing agent informed us his passport was invalid as it would expire in September [redacted]. We rushed to get a new passport with expedited processing, valid until December [redacted]. Today, May 22, [redacted], I tried to rebook his flight for August 3, [redacted], to Lagos and return on August 16, [redacted]. A KLM employee named Mr. Fernando stated Humphrey's ticket had been canceled due to a no-show at the airport, which upset me as I personally took him there. I urgently need the ticket reissued for our upcoming family trip to Lagos for his wedding in Nigeria. Thank you for your assistance. Kindly contact me via email at [redacted].

I had a flight scheduled to Bangkok, Thailand with a layover in Amsterdam from Birmingham, UK. When I tried to check in, I was questioned by the counter staff about my reasons for traveling to Thailand to visit my partner. Despite not having a marriage certificate, I was denied boarding. Another passenger later informed me that the staff was misinformed, so I checked online and found out that I was indeed allowed to travel. When I tried to rectify the situation at the counter, they refused to acknowledge the information. As a result, I had to Uber back home, incurring additional costs and causing me unnecessary stress. I now have to undergo more tests and procedures to fly. I hope the airline addresses this issue with their staff to prevent similar situations in the future. Thank you, - Christopher

I would like to share some important information regarding the coronavirus requirements for flights (until June 12, [redacted]) from India. There are some errors on the latest flight information page on the website. I am S. Jaasma and I flew from Delhi on June 11, [redacted], on flight KL [redacted], sitting in seat 27B. It is crucial for the information about the requirements to be accurate because I encountered three issues: 1) Until about two weeks ago, the requirement was an RT-PCR test with a QR code. Then, about a week ago, this double requirement disappeared, and the QR code was no longer mentioned, but a Rapid Antigen Test was added without mention of the QR code. My wife and I met both requirements, but because only the QR code was missing on the RAT test, we were denied boarding and had to redo the RAT test on the spot before check-in. 2) However, the RAT test was not located as stated in front of gate 2 in terminal 3, but outside and across entrance 2 (which is not a gate; a gate is after security check), and it is outside before the KLM check-in, which is inside and behind entrance 7 in terminal 3. 3) The page mentioning the QR code was no longer present in the update but was moved behind one of the options of old information, and even the official government webpage no longer mentions the QR code requirement. 4) Lastly, the "health declaration" was never requested, although it is listed as a requirement. In summary, it is crucial to have all requirements listed on a one-stop-shop page and not rely on various links to government websites that might not update synchronously with KLM. All the very latest information should be gathered on one page, creating a clear checklist that includes links to the sources. I hope my observations can help prevent other passengers from facing the same issues with your otherwise highly appreciated airline. Best regards, Sjoerd Jaasma

Good morning, My daughter and I need to travel to the UK from Jakarta and it seems like KLM is offering a route through Jakarta - Singapore - Amsterdam - Aberdeen. Before I make a booking, I was advised to inquire with the airline about our eligibility to board the flights. We both hold British passports and have not been in the UK since February [redacted]. Just to provide some context on the COVID-19 situation, Bali is categorized as amber, Singapore as green, and Amsterdam as amber. I plan to take a PCR test before boarding, as well as apply for the required COVID-19 tests in the UK online before our arrival. I will also fill out the necessary travel forms online for our arrival details. I'm on a tight budget but need to return home urgently due to a family member's recent passing; my father needs me there. Could you please verify if we are able to board the flight and transit through Singapore and Amsterdam with the information I have provided? Thank you.

Dear KLM, I am reaching out regarding the air ticket we booked from Minneapolis to Rome, with a layover in Amsterdam. Aston Aery, an American citizen, cannot obtain the required official letter from the Italian government allowing entry to Amsterdam airport. Although Italy is welcoming American tourists, Aston Aery cannot secure this document. She is eager to visit Europe but faces a dilemma due to the flight date. We kindly request to change the flight from 6/22 to 6/24 when Netherlands might not require the mentioned letter. If this change is not feasible, we would appreciate a refund for the ticket. We intend to rebook with KLM once American citizens are permitted to travel to Europe without restrictions. Thank you for your assistance. Best regards, Simona Petrovic

We have been attempting for months to receive a refund for our KLM tickets purchased in February [redacted] for a flight from Edinburgh to Amsterdam. Due to Covid-19, our flight was canceled. Our tickets were converted into vouchers, which we did not desire as we do not plan to use them in the future. We are adamant about receiving a refund for the tickets instead. The process on the KLM website has been challenging as there are no suitable options that match our circumstances. Assistance in this matter would be greatly appreciated. -- Peter J and Geraldine Joanne L.

Hello, I would like to make arrangements for Kelli Johana Bermudez Patino and our infant son, Maximiliano Bermudez Mifsud Bonnico, to have their return ticket from Malta to Bogota, matching the end of their 90-day stay. The departure city can be either Bogota or Medellin, flying to Amsterdam and then on to Malta. We are looking to depart on Saturday, June 26, [redacted]. I have a booking reference RD52FB for Nathan Mifsud Bonnici, and I need to coordinate his return ticket with Kelli and our infant son's. We have been trying to contact the call center for four days with no response and are urgently seeking assistance to return to Malta as a family. Thank you.

Subject: Report of Broken Baggage I am contacting you to address an issue with my damaged baggage. While traveling as a seafarer crew member on Azamara Quest, my luggage was completely broken during the Amsterdam flight no. KL1473, with the incident occurring on June 24, [redacted], upon arrival at Glasgow Airport. I have reported the damage to airport personnel, but they advised me to contact KLM customer service, which I have done. I am currently awaiting their response. I have attached photos of the broken luggage for your reference. The bag is unusable in its current state and I am seeking a resolution, possibly a refund. It is crucial for me to keep thorough documentation of this case, as advised by Trading Standards. Please reply to this email address at your earliest convenience. Thank you for your attention to this matter. Sincerely, J.D. Patrimonio Booking Reference/Flight Number: 3L0PQ5/KL1473