KLM Royal Dutch Airlines

We are sorry to learn that *** *** is disappointed and dissatisfied with our responseDespite a thorough review of her complaint, it is with regret that we are nevertheless unable to meet her claim for reasons previously explained. We should highlight that even if the frequent flyer number is provided prior to or at the time of travel, it is still the member’s responsibility to ensure the miles corresponding to the flights travelled have been credited and if not, request retroactive credit before the applicable deadline

We are sorry to learn that the amount charged for the tickets ** *** recently purchased through our Sales and Servicing Centre, were different from what had been indicated to him Our records show that the corresponding adjustment was approved on * September to be credited on the
account of the credit card used for payment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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 *** customer supportI spent hours trying to get a clear answer from your team regarding the Paris eventsI 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 *** chat with your customer support team
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have filled out the requested formsI would like to keep this complaint open until Air France respond and finalizes the refund.Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]The KLM/DELAT web site I booked on thru
cheap O Air did not reveal any detailed information on extra bags and over weigh bags onlt to say there would be extra chargeswe figured $100
per bag and then overweight chargesso extra bags and overweight would be about $450-but when they said $WOW
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** ***Thank you for writing to us to describe your situation.You should indeed be refunded for the baggage fee you paid when you checked in at the Montreal airport kioskYou were entitled to one piece of luggage for the itinerary you travelled however the ticket you purchased indicated no
baggage allowance associated to your ticketThis was not correct.I am reiterating your file to our KLM Refund department so they refund the baggage fee you paid *** *** *** back on the credit card used for paymentI will explain the error that occurred.I regret this situation for you and will do all I can to resolve it.Best regards,KLM Customer Care?

We are sorry to learn that ** *** is disappointed and dissatisfied with our answer to his previous messageWe have carefully reviewed his file and we regret that he feels his complaint has not been completely dealt with to his satisfaction. Nonetheless, we can only confirm the terms of our previous response. We should reiterate that ** ***’ ticket is a *** *** *** ticket and that we have no control over other airlines’ refund processes. Furthermore, we deplore if there was a misunderstanding about the nature of the goodwill gesture offered, however, we conform that this is a non-refundable voucher

*** ***,
We have received your message
However in absence of new elements, we can only confirm the terms of our previous answers
To clarify, the refund you are referring to is a tax adjustment due to the change of itinerary
With kind regards,
Air France/KLM Customer Care

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved MrPoff cut the amount we owe so I'm satisfied. Thanks for your attentiveness to the matter.
Regards,
*** ***

We are sorry to learn that ** *** is disappointed and dissatisfied with our answer to his previous messageWe 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 ** *** provided and the result of our own internal investigation were taken into full accountThis led to the answer that was conveyed by our message of ** February 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 ** *** and his family members correspond to the maximum we can offer in such circumstances
We do hope that ** *** will afford us another opportunity to serve him and his family to his entire satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have called many times, I haved faxed the paperwork and I have emailed the company many timesIt has been almost a month since my baggage was lost and nothing is getting doneI did received a phone call from the company yesterday and they make resent the paperwork againI really need help with this issueI lost my expensive bag with all new clothing, shoes and underwear, socks, camara, personal itemsI was going to take a *** *** in BarcelonaThis spoiled my whole vacationcan you please help me out with this claim. Thank you very much Sincerely, *** *** *** *** and *** *** *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I am sorry to learn that ** *** baggage was delayed on a recent trip to Scotland and that he has not received a response to his original complaint to KLM Our records show that we were unable to locate ** *** booking information and a request for the following information has
been sent to him on ** July : The baggage report (P.I.R.) given to you when the incident was reported at the airport.The baggage tagThe boarding passYour flight couponThis information can be provided to KLM’S Customer Care on our Website *** *** *** *** * * *** ** *** * * *** ** ** *** *

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
This reflects very bad on your brand, and I will never trust you guys for what you did to meI kept calling for the award flights but you never had the available class on my requested dates but I also request for award flights on any dates where the specific class was available but you guys never had the intention to accept my requestThese practices are not really going to help you in any way This kind of looked like that Kim never had the intention to redeem the miles that they awarded.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
So that the tax adjustment as KLM calls it did not appear until I filed a complain and it was a mistake to charge it from the first place and I would not have got it if I had not filed a complain so based on that I see that you confirm that you may have mistakes in your records which brings us to the first mistakes that you did with my name which caused all that inconvenience for me from the first placeDo I have to file a complain to get my reservation reviewed to find these mistakes? and if so how many customers have KLM overcharged like that and got away with it because simply the customers trusted KLM.I see that KLM have no intention in resolving the case based on KLM previous responses despite the clear proofs of Their fault, So I guess this case will stay opened
I have provided all the information to proof my point and I will not accept anything other than a full refund of the extra charges which you have charged me and a fair compensation for the delay which caused me troubles in my work
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I am sorry to learn that ** *** *** experienced some difficulties whilst attempting to use vouchers to book a flight our website ***. Our web support service is available in the event of technical problems or in case of difficulties when using our Website. They may be
reached at ###-###-#### days a week 08:AM - 12:AM EST We were unable to find a voucher in ** *** name and remind him that vouchers are usually exchanged on the Website of the airline that issued them

We have been unable to determine what ticket number or booking ** *** is referring to, with the information he provided.In order to be able to review his request, we require the 13-digit ticket number or the alphanumeric KLM booking reference

We are sorry to learn that ** *** had difficulty redeeming the goodwill gesture voucher offered by KLM to purchase a ticket on Delta Air Lines We should highlight that the vouchers KLM offers in compensation to shortcomings experienced on its flights may be used readily to book a flight
on KLM.com, which may be operated by KLM, Air France, Delta Air Lines or other partnersWe should highlight that it is an additional goodwill gesture to allow using on flights which are not proposed on our Website. In view of the above, we are unable to extend compensation above what has already been offered

*** ***
We have well received *** *** request
In order for us to fully review this claim, we are requiring *** *** to send us a copy of all vouchers (6) he is referring to
We will be waiting for the documents as his earliest convenience
Best regards,
*** ***/KLM Customer Care

*** *** ***, Thank you for contacting us via the Revdex.com websiteI am sorry to learn about the difficulties you encountered with regard to an error with your online booking on *** * ***While I understand your concerns, the users of our website are shown all the details of your
reservation several times before they are required to enter any credit card details in order to confirm the bookingFurthermore there is also a stage before the payment is made, where the user can amend any details before finalizing the reservationIf the booking is made in a non-changeable/non-refundable class, after the user has confirmed the selected itinerary by way of payment, changes cannot unfortunately be permittedIn view of the above, I regret that I am unable to answer favorably to your request to a change/refund of your non-changeable/non-refundable ticketI apologize for the disappointment this caused*** *** ***, thank you for taking the time to share your comment with usKLM Customer Care