KLM Royal Dutch Airlines

Revdex.com:At this time, I have not been contacted by KLM Royal Dutch Airlines regarding complaint ID [redacted].Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

KLM airlines did not even read the entire complaint I wrote regarding my interactions with them.  What they failed to notice is that I was overcharged twice on a NEW booking to try to use the vouchers that were given to me previously. The inadequate [redacted] and online team charged and recharged my credit card twice and have overcharged me on both occasions.  They refunded the first entire charge but the second charge they promised to provide a partial refund immediately but instead I have been waiting for weeks.  I have a case number that can be investigated with my name.  They should investigate and see how badly my NEW transactions have been handled.  I've been overcharged again and again.  Finally, someone from KLM did get in touch me through the phone but she blamed me for using the [redacted] and online service to book a flight instead of calling to book a flight.  Basically, I am to blame because I used the [redacted] and online services to book the tickets?  Whoever read this Revdex.com report did not read it in full because the problem is not with my PREVIOUS experience with KLM but it is with my CURRENT experiences.  I am over charged again and again and I have not received the refund that I was promised.  In addition, KLM has contacted me and also admitted that their [redacted] team and everyone else involved told me incorrect information and did everything wrong.  I have all the records where KLM has admitted all their mistakes and problems with a booking that took a month to get finished but still I was overcharged.  KLM has also admitted overcharging me and doing everything wrong.  I got calls and [redacted] messages admitting this as well.  What I want is the refund that was promised for the OVERCHARGE and also compensation for ruining my honeymoon trip to the US.  Please, KLM, take this seriously and go read the extensive logs that are in your system with my case.  Looking up my name and information will bring up a long list of complaints and also the communications that have since gone through where KLM has admitted to a number of mistakes, miscommunication, and ignorance.  KLM has already admitted that all they did was wrong what they need to do now is to provide the refund for the amount that they overcharged me and also provide compensation for all the trouble that they have put me through.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

We have noted [redacted] disappointment with the miles corresponding to her ** December 2014 journey with her husband did not get credited to their respective Flying Blue Accounts.  We should highlight that according to our frequent flyer program’s Terms & Conditions, it is the...

responsibility of the member to ensure that the miles have been duly credited to their account (§2.2), otherwise, all retroactive credit should be made within six months from the flight (§1.4.6).  In view of the above, we can only confirm the terms of Flying Blues’s Customer service line.

We are sorry to learn that [redacted] is not getting an answer to the refund she is requesting regarding her daughter and two other college students’ travel.Unfortunately, we have been unable find a booking with the information she provided.In order for us to consider her claim, we kindly ask that...

she provides a ticket number, booking reference and/or the passengers’ full names and flight number and date.In the meantime, we thank you for [redacted] for her patience on this matter.

We are sorry to learn that the baggage [redacted] entrusted to Delta Air Lines in Denver was not available upon her arrival in Oslo and wish to offer her our renewed apologies for any inconvenience caused. We are aware of the considerable difficulty incidents such as this can cause. Every...

effort is made to ensure the handling of our customers' baggage is seamless and trouble-free and we very much regret this was not the case on this occasion. In order to consider participation to her unforeseen expenses to temporarily replace essential clothing or toiletry items contained in her delayed luggage, we kindly ask that she sends the corresponding receipts to the Baggage Service using our online form. We certainly hope that despite her disappointing experience on this occasion, she will choose our airline again in the future.

We are sorry to learn that [redacted] was disappointed with our response to his previous message. We must kindly reiterate that the Flying Blue Department is responsible for handling requests concerning our frequent flyer program. They may be reached from Saudi Arabia by telephone at [redacted] If [redacted] is unable to obtain a resolution to his request by telephone, we suggest that he submits his request in writing to our Flying Blue Department together with your original ticket numbers and boarding cards so that they can process the credit.  This may be done by e-mail or by mail:  Flying Blue [redacted]France

We are sorry to learn that our handling of his [redacted] fell short of his expectations. Naturally, his comments will be used to improve our service.Yet, we are pleased to note that his financial institution contacted our airline and that finally, this resulted in the resolution of the refund issue.We hope that we can move on from this point and that we may have an opportunity to welcome [redacted] on our flights and regain his confidence in our airline.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While we are in receipt of KLM's justification of the myriad of issues we experienced, we do not feel the offered compensation is adequate given the sheer number of problems we had along the way, in addition to their ripple effects.Firstly, the initial flight out of [redacted] to [redacted] could not have made the scheduled connection in [redacted] to [redacted].  If the [redacted] flight was delayed, that was not something we could have foreseen.  Although we were able to get flights rescheduled, it was hardly orderly, and took several steps by us and a stroke of luck to have happened to stumble across the gentleman in charge of that flight.  It was quite by happenstance that he heard my concerns on the jetway as we waited.  The gate crew was entirely unhelpful, and caused us a lot of uncertainty and stress.  KLM's characterization of this makes it sound like they smoothly resolved all issues.  That is NOT the case.While we were put on the flight the next day, all our seating assignments were completely mishandled in the process.  Contrary to what was stated, we did NOT get our original seats back--relegated to a far less convenient bulkhead row from [redacted] to [redacted]--and we were forced to board the [redacted] flight even though 1 seat was not grouped with the rest.  The gate crew simply had no idea how to 'fix' the issues, and offered little in the way of offering a viable explanation.  As a result, we had to deal with the discomfort and inconvenience of dealing with bulkhead seats, which had no option for stowing carry-ons outside of the overhead bins, while traveling with kids.KLM's response further does not acknowledge such things as: the mismanagement of the number of hotel rooms given in [redacted] on 1/**, the poor behavior of the [redacted] check-in agent who basically told us "tough luck" as both segments on our return had broken up our party's seating into 2 rows, the fact that I had to escalate the matter just to get our seats together out of [redacted], the 1.5 hour waste of time with customer service on the phone as they could not resolve a simple matter as telling me the correct ticket number, and now, the additional cost of yet another broken wheel from the luggage that was eventually delivered to us at 11:30pm CT the day after we returned to [redacted] on 2/**--long after we were all asleep.KLM justifies their several missteps by saying they resolved matters, often swiftly.  However, this characterization is simply not accurate.  In fact, several items in the initial complaint were glossed over or overlooked altogether.  For example, having 2 of our main bags delayed by over 24 hours upon return is not what we consider swift action.  10,000 SkyMiles for the family as a "token of goodwill" is grossly lower than we expect for all these troubles.  Most domestic awards flights cannot even be redeemed for the standard 25,000 miles anymore.  So the 10,000 is hardly worthwhile.  Further, it is unclear whether these miles are per account, or in total.  Either way, it is insufficient.For us, adequate compensation for this litany of problems is more along the lines of a cash credit on future [redacted] flights (on order of $100/person), with an appropriate amount of time to use the credit and/or something along the lines of 10,000 miles per account, with an additional credit for the actual miles traveled for our current trip as additional SkyMiles for each paid ticket--not the greatly discounted number of SkyMiles that our journey ended up getting us.If our complaint is properly reviewed, this is quite a long list of problems that show serious deficiencies in KLM's technical capabilities, and ability to resolve problems without escalation.  We can understand delays due to technical issue with the aircraft.  It's the woefully inadequate response and subsequent events that are the issue here--not the delay itself.Thank you.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted],I regret all the inconvenience you encountered due to a rerouting with another airline.We will absolutely reimburse the amount paid the Preferred Seats (34 USD x 2). The accounting department is now processing the request and the transaction should appear on you next credit card...

statement.Thank you for your patience in this matter.[redacted]KLM Customer Care

[redacted],
Thank you for providing the requested information.Unfortunately, I cannot answer favorably to your request for a refund regarding the excess luggage fee charged for flight KL1818, between Berlin and Amsterdam on November [redacted] and for flight AF1567, between Florence and Paris, on October [redacted] and for flight. Looking into your file, I note that you are a Flying Blue Ivory member. Kindly note that at this level, you get a 50% discount on the first luggage with KLM only, not with Air France. Only Silver, Gold and Platinum members are exempted of excess luggage fee, on both airlines, on European flights. The amount you were charged on AF1567 (30EUR) is accurate due to the fact you were travelling with a 17kg luggage on Air France with no free baggage allowance. The amount you were charged on KL1818 (15EUR) represents 50%  of the full amount you should have paid (30EUR), due to the fact you were travelling with a 19 kg luggage on KLM and because of your Ivory status. Do not hesitate to visit our website [redacted] for references.As per the changing fee, I realize that you were not charged for such enquiry. Due to the situation occurring in Paris, we authorized our passengers to make modification at no cost until November [redacted].[redacted], thank you for taking the time to contact us.Air France/KLM Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Hello, I reject the airline's response.  Like I mentioned in my complaint, I reported the case to the KLM office in Ghana, AND  when I did, I was never told that I had a time constraint to file the complaint.  Besides, I was emotionally distract during this time.  I went to Ghana to bury my father and I had a lot to deal with emotionally... ] I need to be compensated! Thank You.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Dear Revdex.com,This is a typical response when attempting to deal with KLM.  Again, there is a complete dismissal attitude towards the concerns that were brought forward.   We have called KLM's phone numbers repeatedly, with complete dismissal and disregard of the concerns and complaint stated.  A quick search of the KLM flight info data based would show the flights in question and where points where not recorded.  If this fails, how about looking at my profile vs my wife and daughter's.  The vast majority of the flights are the same.Further to this, the database would clearly indicate there were flights taken on January [redacted] and [redacted] of 2017.  The date and time of the phone call to KLM's service centre that committed KLM to level advancement of Jessica and Annabelle (October [redacted] 2016 between 8-10am Dammam time) has been previously provided to KLM for investigation.  Why this is continuing to be ignored is absurd.So the response from KLM fails on all counts to address any of the complaint. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] And [redacted]

[redacted], Thank you for contacting us via the Revdex.com regarding the missing items in your luggage. Looking into our system, I realize that we already treated your claim, which was left unanswered on your part after our last message on October [redacted]. You will find bellow all 3 communications...

that was sent to you in an attempt to resolve your issue. (July [redacted], August [redacted] and October [redacted]). In order for us to finalize your claim, we are still requiring you to submit the receipts for the missing items, as well as the police report. I reiterate that upon reception of these documents, the resolution of your claim will be based on the Montreal Convention. Airlines acknowledge liability in case of missing items and their maximum liability is limited to [redacted]. You however have the obligation to prove the value of the missing items with receipts. [redacted], we will be waiting for the requested documents for our consideration at your earliest convenience. Regards, Air France / KLM Customer Care     Message 1 Dear [redacted], We thank you for your message relating to your recent trip to Delhi with your family. I am sorry to learn of the difficulties you encountered while your traveling to India with KLM last [redacted] July. Customer care onboard Quality of service is essential at Air France-KLM, and we know that our clients are duly expecting the highest level of respect and courtesy, when a situation needs to be addressed. Again, we very truly regret the poor impression left by the experience you have reported when you report of the customer service you received by a particular on board agent, and because your testimony is highly important to us, we have felt it right to enquire fully into the various matters concerned. We assure you that we do our utmost to try to satisfy our clients at all times, whenever this is possible. Regretfully, in the specific situation you have reported, we have been unable to reconstruct the facts, as you have reported them, and we are truly sorry for the poor impression left by this unfortunate incident. Air France KLM staff are required and committed to uphold the strict criteria that the company lays down outlining that a passenger’s religious, racial, ethical or moral beliefs, age, gender, sexual orientation or background should not interfere with any aspect of the service to which he or she is entitled.We are an international organization employing staff of every religion and race and we do not tolerate such behavior. Delayed baggage and missing items We wish to assure you that we take great care of the goods our passengers rightfully place with trust in our hands and that this incident does not reflect in any way the level of service we wish to offer you. We can understand this must have been a stressful situation for you. I regret to learn that your luggage was delayed and you reported some items were missing. In order for me to review your file in depth, we kindly invite you to share with us your property irregularity report filed in Delhi,  the original purchase receipts of the missing items and description, the receipts for the first needs necessities items you had to purchase as a result of this incident, for our review and consideration and within our maximum liability. We also kindly advise you to file a report with the local authorities to report your missing items, as your travel insurer will require this report. We look forward to hearing from you and wish you a pleasant stay in Jammu. With my best regards, Katia B. Customer Care   Message 2 [redacted], Thank you for your message. Please accept my apologies for the difficulties encountered trying to write back to us. However, as previously mentioned by my colleague Katia, I kindly invite you to share with us your property irregularity report filed in Delhi, the original purchase receipts of the missing items and description, the receipts for the first needs necessities items you had to purchase as a result of this incident, for our review and consideration and within our maximum liability. We also kindly advise you to file a report with the local authorities to report your missing items, as your travel insurer will require this report. [redacted], without this information, I cannot review your file in depth. I understand some receipts are at home in the U.S.A. Therefore, I will treat your file in priority upon reception of the requested documents on your return. Kind regards, Julie M. Customer Care     Message 3[redacted], Thank you for sending your documents as requested. I however regret that I am still unable to fully review your claim, as the documents sent are illegible. Please use the link above (or visit [redacted]) to send us back the receipts for the missing items, as well as the police report. In an effort to reduce such incidents and to deter persons from attempting similar actions, we do recommend that passengers in this situation report to the police authorities. The report reference will also be needed for an insurance claim in the event where the airline cannot offer full compensation. Upon reception of the documents, the resolution of your claim will be based on the Montreal Convention. Airlines acknowledge liability in case of missing items and their maximum liability is limited to [redacted]. You however have the obligation to prove the value of the missing items with receipts. [redacted], I will be waiting for you reply. Best regards, Julie M. Customer Care

We are sorry to lean that [redacted]’s travel agency did not inform him sufficiently concerning the baggage allowance for his journey and the excess baggage charges.This information can be found on our Website klm.us, under Bring more baggage.We do hope that the above explanation will help soften...

the negative impact of this situation, and that [redacted] will afford us another opportunity to serve him to his entire satisfaction.

We are sorry to learn that the baggage [redacted] entrusted to our partner Delta Air Lines in Baltimore-Washington airport was not available upon arrival in Lagos and wish to offer you our renewed apologies for any inconvenience caused.  We are aware of the considerable difficulty incidents...

such as this can cause. Every effort is made to ensure the handling of our customers' baggage is seamless and trouble-free and we very much regret this was not the case on this occasion.   We have noted that our partner Delta Air Lines, who responds to correspondence addressed to KLM from passengers who reside in the US, has now settled [redacted] claim. We hope that despite her poor experience on this occasion, [redacted] will choose our airline again in the future.

We are sorry to learn that [redacted] was dissatisfied with the lack of information from her travel agency Sky Link Travel Canada, when booking her [redacted] Lines’ tickets from Toronto to Mumbai, via Amsterdam. We must refer you to them for their explanation.That being said, the baggage allowance...

on KLM flights can be found here: baggage options. Currently, because she is travelling with an infant on her lap, the usual baggage allowance (1 hand baggage + 1 accessory for combined weight not exceeding 12 kg in the cabin & 1 baggage not exceeding 23 kg in the hold) is increased by 1 baggage not exceeding 12 kg in the cabin & 1 baggage not exceeding 10 kg in the hold & 1 collapsible stroller or pram.We do hope that this explanation with enable [redacted] to adequately prepare for travel and that her journey will be at her entire satisfaction.

We are sorry to learn that the baggage [redacted] entrusted to [redacted] in Bogota was not available upon his arrival in Barcelona. Also, we wish to offer him our renewed apologies for any inconvenience caused.  We are aware of the considerable difficulty incidents such as this can cause....

Every effort is made to ensure the handling of our customers' baggage is seamless and trouble-free and we very much regret this was not the case on this occasion. In order for our Baggage Service Recovery to review his claim, we kindly ask [redacted] to fill out the form on our Website through e-mail to KLM Customer Care. Our Baggage Service Recovery team will be in touch with him.  We certainly hope that despite his poor experience on this occasion, [redacted] will choose our airline again in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They required ticket number and flight number and dates. 
Booking Code [redacted] Nov 2015, Flight #- [redacted] Nov 2015, Flight # - [redacted]E-Ticket # [redacted]Flying Blue # - [redacted] 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]