Business Profile

Airlines

KLM Royal Dutch Airlines

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Complaints

This profile includes complaints for KLM Royal Dutch Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

286 total complaints in the last 3 years.
62 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mother and I were flying from ********* to ***, *** on 5/29/2025 instead of 5/28/2025 because of delays from *** ************************* backpack was damaged when i received it in ************I am submitting pictures of it, and requesting a compensation for it: $69.99+ tax.Also, because of a Delay grom *** airlines that put me and my elderly 82 yrs.old parent to fly on the next day at 1:30 pm without contacting us and giving us chance to choose time to fly we needed, *** brought upon us a STRESS, HUGE INCONVENIENCES AND LOSSES!!BECAUSE 1:30 pm flight on 5/29/2025 was dictated to us, it ruined our next day preplanned ahead of time, a hotel stay in *********** in *** and a flight to ************, -we have a loss - hotel reservation loss $390.82 and items were lost in ************ when we were rushed through - from arrival to ***************** part of airport to domestic flights part of airport where we had to fly home to ************,items missing: 3 sweaters, 2 hats, scarf.We are requesting: financial compensation for missing items.
Business Response
Date: 06/03/2025
** **********
**** * ********* ********
******** **** ****** *****

Dear ********* ***** *

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air ********** *************

Customer Answer
Date: 06/05/2025
Better Business Bureau:

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,

********* *****

Customer Answer
Date: 06/10/2025
Better Business Bureau:

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: it has been over a week and there's no contact by email address nor by the phone and the matter is URGENT and needs ATTENTION and ADEQUATE CUSTOMER SERVICE HAS TO BE PROVIDED AS A FOLLOW UP AS SOON AS POSSIBLE ON A CUSTOMER SATISFACTION and COMPENSATION FOR ALL PROBLEMS THAT ARE REPORTED!!!

[Your Answer Here]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

********* *****

Business Response
Date: 07/15/2025
Dear BBB,

In response to claim #******** filed by ********* ***** on behalf of herself as well as ******** ******, I am sorry that the passengersflight KL1328 from ****** (KRK) to ********* (AMS) on May 28, 2025, was delayed because of a decision of air traffic control.
Unfortunately, this caused the passengers to miss their connecting flight.
The reason for this delay is regarded as an extraordinary circumstance and therefore the compensation set by the ** Regulation 261/2004 does not apply.
We have also complied with our obligations to limit as much as possible the inconvenience caused by this circumstance, by offering a re-routing. Therefore, I cannot respond favorably to the passengers request.
Moreover, I am sorry that the passengers were not satisfied with the condition of their baggage after travelling with us from ********* (AMS) to ******** ***** on May 29, 2025.
However, a reasonable amount of wear and tear is foreseeable during a regular use of a baggage.
If the functionality of the baggage is not affected (e.g.scratches, scuffs, dents or stains) the airline does not give any reimbursement. Therefore, I cannot respond favorably to the passenger's request.
In addition, I understand that the passengers are asking for a refund of their pre-booked hotel stay at *************************************************
The losses that the passengers refer to are not considered to be foreseeable and are therefore too remote to be recoverable from us according to law. You can contact your travel insurer should you wish to claim their reimbursement
Lastly, I regret to learn that the passenger forgot an item at ************************************************ on May 29, 2025.
As this occurred in one of the Terminal areas, the correct contact is the Lost and ********************* of the airport. I suggest submitting a claim directly on the airport website, usually there is an online form for Lost and found items.
Please note that in accordance with the terms of the General Conditions of Carriage, unchecked baggage and personal effects are the exclusive responsibility of the passenger.
The carrier may not therefore be held liable for any eventual loss or subsequent damage in case the missing item has not been found.
I hope that our information was useful to the passengers and that they will be able to reunite with their lost items.

Best regards,

*** *******
KLM *************
Initial Complaint
Date:04/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I flied from ****** to ********* by *** round trip on Mar 24, 2025 to Apr 5, 2025. It was the first time we fly on ***. We arrived ************** 4 hours earlier and asked *** officer to help us to open our frequency fly account. *** officer told us that they don't have time to help us and we need to register online. After we came back ******. We called *** customer service and they helped us to opened our accounts. However, we only got 2032 miles for our roundtrip fly miles. We called *** for more than 3 times and we was told that the 1032 mile from ****** to ********* is right. We don't believe it and we searched internet. The right miles should be 5088 miles one way, so we should have ***** miles. At 3 pm of Apr 23, 2025 we called *** ************ again and we are sure that miles one way should be 5088. Then Mrs. **** the *** officer, told us, since we booked was economic ticked, so out mile is only 1016 one way. She said again, *** policy is based by booking class, not an actual distance mileage.1. Did *** informed customers that *** miles was by seat class, not by distance?2. Miles is not points, *** could give new idea.3. We flied for 60 countries, there is no other airline is count distance by seat. 4. I am handicapped person with cancer, I believe that *** is lie to customers 5. What is the reason the previous *** customer officers told us the distance between ****** and ********* is 1016 miles? Looks *** airlines training their customer misleading to customers.1. **** is mile, not point, what
Business Response
Date: 04/25/2025
Dear ********* ****,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
************** *************
Initial Complaint
Date:04/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a flight using a voucher I got in December 2024 (expiring December 2025) and I also paid partly with card. I ended up canceling the flight I booked with the voucher and was promised a refund. I got a refund back to my card for booking ******* However when I checked my vouchers I see the voucher is unavailable. I contact ******** support for *** and they tell me they wont be refunding the voucher and that Im out of luck because its now expired. Even though before I used the voucher it said it expires in December 2025 but it now says it expired on April 10 2025.
Business Response
Date: 04/21/2025
Dear **** ******* ,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
************** *************
Initial Complaint
Date:03/31/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The airline changed the flight schedule making the reservation unacceptable. They offered me the option of a full refund almost 3 months ago. Since then I have received $389.00. I can not get restitution on the reservation, plus I am paying 29% interest on the reservation. Please advise me.
Business Response
Date: 04/01/2025
Dear ******** **********,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
************** *************
Initial Complaint
Date:03/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booking *******1st I was supposed to leave CDG on the Delta 9384 at 9:30am on Feb 16. My flight got cancelled.They put me on DL8632. 23min before our arrival,the arrival changed, we landed in ***,and were told that well spend the night &get accommodation for hotel.We got to ***********, stayed for 3hrs before being assigned a hotel. The Delta agent gave me a voucher for the hotel around 10pm& I asked her why she did not give one for diner while other passengers were given one;she told me that I wasnt eligible due the circumstances of the flight cancellation, but the passengers I flew with all had their meal vouchers.The shuttle drove us to the hotel&we got there around 10:30pm (I have to emphasize that I was supposed to have a wheelchair assistance but I was left alone after). At the hotel, the front desk told me that there were no more rooms available after we waited for more than an hour. I had to express my disappointment for them to finally let me in. I went to bed without knowing what time would my flight the next day as they told us we were going to receive emails. I never received one, so I stayed up all night to make sure I dont miss my flight if they send one. I finally had to get back to the airport around 9am, went to delta desk she said we were scheduled for a 9:45am flight which we were not noticed. Had to be on 3different STANDBY list all day at the airport to get into a flight and missed a whole day at work. This is very disappointing from *********************
Business Response
Date: 03/13/2025
** **********
**** * *********
******** **** ****** *****

Dear ******** ******* *** ****** ,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
*** ********** *************
Initial Complaint
Date:02/28/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
loss luggage
Business Response
Date: 03/05/2025
Dear ****** *******,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air ********** *************
Initial Complaint
Date:02/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** Charged me twice. They refunded the duplicate but did not provide flight credit for the flight that was booked and then cancelled. I cannot get anyone at ***/********** to respond to the specifics of this case. I have attached all of the correspondence and documentation.
Business Response
Date: 02/27/2025
** **********
**** * ********* ********
******** **** ****** *****

Dear ****** *****,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
************** *************

Customer Answer
Date: 03/10/2025
Better Business Bureau:

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:

*** has never contacted me to resolve this complaint, despite promising to do so as soon as possible. I have received no emails or voicemails from them.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

****** *****

Business Response
Date: 03/24/2025
Dear ****** *****,

Please find below our response to the BBB:

Dear BBB,

We are sorry to learn about the situation that ****** ***** describes in his claim #********.
First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
Kindly find our response to the ********************************* regarding this claim below:

DOT Reference Number: ************
Dear ****** *****,
This is in reference to your claim sent to the **********************************
Thank you for reaching out to us and providing a detailed account of your experience. I sincerely apologize for the inconveniences you encountered with the booking of your planned return journey from *************************************** to *******************************************, scheduled on December 6 and ******, and booked on flights AF159 and AF158 respectively.
I appreciate your patience as we have processed your claim and would like to provide you with a detailed update.
Upon reviewing your case, I have noted that a double payment was indeed made for the same ticket, and one of those payments has already been refunded.This leaves the original ticket charge standing, with the ticket itself showing as open in our systems.
Regarding your refund request ***************** it appears that the rejection may be linked to the refund of the double payment associated with this booking. According to our records, you confirmed that the refund was processed on November 29, 2024.
To proceed with a ticket refund according to the ticket conditions which will have been communicated to you at the time of issue, we kindly ask you to file a refund request on our official website. Alternatively, you may contact Air France reservations directly at ************** for further assistance.
I apologize for any confusion and inconvenience this matter may have caused and thank you for your understanding and cooperation.

Best regards,

*** *******
Air *************** Care Assistant
Initial Complaint
Date:02/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, so on Wednesday December 4, 2024 my husband I booked our trip from *** to AMS, our going flight was great. Unfortunately, On Sunday December 8, an Upon returning from *** to *** they claimed we missed our flight back to ***=***. They claim that the gate was closed already and the craft departed. Meanwhile departure time was still early around 9am and we were in the airport for the last 2hours and the reason why we couldnt get to the gate in time was because security took a long time. We told the *** we need to get to our flight. But they said they were short on staff for security purposes. They had one license person to check the luggages claiming there was metal blocking and he couldnt see whats inside. That took an hour and were already trying to run to the gate. No announcement was given and we tried telling the *** worker again. So *** *** at the gate told us no worries they will rebook our flight for the same day. It should be no charge, meanwhile we go to customer service and they told us it costs us $4,000euro and we cannot afford that. And forced us to book online ourselves without even assisting us. They started getting angry with us because we asked a lot of questions. Wouldnt you be concerned if your flight just departed before the time is met? So we just sat down and booked our own flights back to *** for about $1350euro per person. On the other hand, our checked in luggage gets lost in the mix but they claim they pulled our luggage off and put it on the new flight. Well where is it? Were very upset about these issues and were demanding a resolution as soon as possible.Serena
Business Response
Date: 02/20/2025
** **********
**** * ********* ********
******** **** ****** *****

Dear ****** ***,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
Air ********** *************
Initial Complaint
Date:02/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I traveled from *** to ********* via ********* on flight KL1513 with a booking reference number ******. My baggage was delayed by more than 24 hours. I filed a claim with *** for delayed baggage: report reference no **********, Claim number *********. I have provided the necessary details as requested by the airlines to process the delayed baggage claim. On 1/28, *** Airlines abruptly closed my claim even though I uploaded all the required information to their website. I called *** customer service to verify if they can view my documents, and they confirmed that the requested details are with them. I want to file a complaint against *** Airlines for closing my claim even after providing the requested documentation. Please reimburse $139.65 as soon as possible.
Business Response
Date: 02/12/2025
** **********
**** * ********* ********
******** **** ****** *****

Dear ****** *********,

We acknowledge receipt of your letter and thank you for taking the time to write to us.

This will be dealt with by an Assistant of our ************* Team, who will contact you as soon as possible.

In the meantime, should you require any further information, please visit the 'Contact us' pages of our website in your country of residence.

In case of an Assistant calls you to respond better to your request, the call may be recorded for quality purposes. If you don't want to, let the Assistant know at the beginning of the call.

Best regards,
************** *************
Customer Answer
Date: 02/13/2025
Better Business Bureau:

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 not received any call from customer service agent about my refund.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

****** *********

Business Response
Date: 06/03/2025
Dear BBB,

We are sorry to learn about the situation that ****** ********* describes in his claim #********.
First of all, please accept my apologies for the belated reply. I can assure you that no discourtesy was intended.
Kindly find our response to the ********************************* regarding this claim below:

DOT Reference Number: ************
Regarding your request:

Dear ****** *********,
we have received your delayed luggage claim ********** via the ************** of transportation on March 18, 2025.
This is for your itinerary from *********** (LAX) to ********* (BCN) via ********* (AMS) on December 17 and 18, 2024.

****** ******* *** ***  ******** ** *****
****** ******* *** ***  ******** ** ******

Under the Montreal Convention and the General Conditions of Carriage, our passengers are entitled to the reimbursement of their proven and direct expenses.
According to our records in file ********* we have not received valid proof of payment in support of your expenses. However, we made an exception in your case and provided a commercial contribution as s a gesture of goodwill.
This sum was paid on February 28, 2025 into your chosen bank account.

Passenger name:
****** *********
Account holder name:
****** *********
Transfer Amount:
****** ***
******* *******
***** ****

Thank you for allowing us the opportunity to review your delayed luggage claim.

Best regards,

*** *******
KLM ************* Assistant
Initial Complaint
Date:02/03/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** will not credit or refund ticket charges. Ticket was changeable with fee. Online system did not work for me. I seek credit less change fee.
Business Response
Date: 02/14/2025
Dear BBB,

I am writing in response to the claim filed by ******* *****, case ID# ********, on behalf of herself and ***** **** *****. This claim concerns the fare basis for bookings ****** (a one-way ticket from ************************ to ******************************************* to ***************************************, date of travel June 23, 2025 on flights AF9427 and AF050)and ****** (a return ticket from *************************************** to ******************************************* to ************************, dates of travel June 15, 2025, and June 23, 2025 on flights AF053 and AF7434 as well as AF9427 and AF050 respectively). I have carefully reviewed the complaint and conducted a thorough investigation into the fare conditions and refund policies for these bookings.
Our investigation confirmed that the tickets for both bookings ****** and ****** were issued under fare bases ******** and ********,respectively. These fare bases are explicitly categorized as non-refundable at the time of purchase. As such, the refunds for these bookings were calculated correctly in accordance with our established policies. Please find copies of the fare bases attached to this communication for your convenience.
I understand that the non-refundable nature of these tickets may be disappointing to the customer, and we apologize for any inconvenience this may have caused. However, as per the terms and conditions agreed upon at the time of booking, we are unable to offer any further reimbursements. For customers seeking additional compensation or reimbursement, we recommend contacting their private travel insurance provider, if applicable. Many travel insurance policies offer coverage for unforeseen circumstances that may prevent travel, and the insurance provider may be able to offer further assistance.
We are committed to transparency and fairness in our fare policies and strive to ensure that all terms and conditions are clearly communicated to our customers at the time of purchase. We regret any misunderstanding or inconvenience experienced by the customer in this matter.

Best regards,

********** *******
*** ************* *********
Customer Answer
Date: 02/18/2025
Better Business Bureau:

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 am attacking ***'s use of the word non-refundable. I understand that I do not receive my money back. However, standard business practice in the ************* and with ************************** is that non-refundable means that I receive credit to use for another ticket. Non-refundable is not the same as forfeiture. I was trying to change my ticket on ***'s website and following ***'s instructions. At no point in the process, was I informed that I would entirely forfeit my purchase.
KLM took $12,000 and refunded only around $200, which was taxes. I wanted to change my ticket not cancel it. I wanted to pay the change fee, not cancel my ticket. Instead, I've been ripped off and *** has my money, it can resell my seat. It's unconscionable that foreign airline companies are not subject to the same laws as **************** Companies. I'm preempted from any other action besides seeking redress from ***. I've written my law makers and I have consulted an attorney about the laws that apply to this transaction.
I want a voucher for $12,000 so I can buy another ticket for myself and for my husband.
BBB, thank you for your help and for your service.
******* K. *****

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

******* *****

Business Response
Date: 03/06/2025
Dear ******* *****,

Please find below our response to the BBB:

Dear BBB,
I regret to hear that ******* ***** is dissatisfied with our response to her claim #********, made on behalf of her and ***** **** *****.
Please find the response sent to the passengers in a separate claim made through the ********************************* on March 4,2025:

Dear ******* *****,
I acknowledge receipt of your claim filed with the ********************************, referenced under *************
Booking ****** (ticket number *************) was issued for ***** **** ***** for a round-trip itinerary from *************************************** to *********************** via *******************************************, with outbound travel on June *****, 2025, and a return on June *******. The total ticket price was $7,396.01 USD, and the ticket was issued under fare conditions designated as ********, which is explicitly non-refundable.
Booking ****** (ticket number *************) was issued for ******* ***** for a one-way itinerary from *********************** to *************************************** via ******************************************* on June 23, 2025. The total ticket price was $4,724.41 USD, and the ticket was issued under fare conditions designated as ********* which is also explicitly non-refundable.
On January 17, 2025, you accessed Air ******* online system with the intent to modify your itinerary to align your travel with that of ***** **** *****. However, rather than proceeding with a modification, you voluntarily canceled both bookings, believing that vouchers would be issued for the canceled tickets. Following the cancellation requests, refund requests were processed in accordance with the fare conditions applicable to each ticket:
For booking ******, refund request **************** was submitted, resulting in a refund of $157.11 USD, representing the refundable portion of the ticket's taxes.
For booking ******, refund request **************** was submitted, resulting in a refund of $135.41 USD, representing the refundable portion of the ticket's taxes.
Subsequent to these refunds, you initiated claims ********* and ********* with **********, as well as ********* with the Better Business Bureau. In each case, you were correctly informed that your tickets were issued under non-refundable fare conditions, and that voluntary cancellations did not entitle you to a refund beyond the applicable taxes, nor did they result in the automatic issuance of vouchers.
Air ******* website explicitly details the refund policies applicable to ticket cancellations, and the system provides clear information regarding the refundable amount, if any, before a cancellation is confirmed. Additionally, at no point does the website indicate that a cancellation under a non-refundable fare condition will result in the automatic issuance of a voucher. These terms were presented at the time of ticket purchase and were applicable at the time of cancellation.
Notwithstanding the above, Air France has, as a one-time goodwill gesture and without admission of liability, authorized the issuance of vouchers for the full ticket value, minus the refunded taxes and a 300 (~$313 USD) change fee per ticket:
For booking ******* the original ticket price of $7,396.01 USD has been adjusted by deducting $157.11 USD in refunded taxes and a $313.00 USD change fee, resulting in a non-refundable voucher valued at $*******0 USD, issued in the name of ***** **** *****.
For booking ******* the original ticket price of $4,724.41 USD has been adjusted by deducting $135.41 USD in refunded taxes and a $313.00 USD change fee, resulting in a non-refundable voucher valued at $*****.00 USD, issued in your name.
These vouchers are non-transferable, non-refundable, and must be used within one year of issuance.
Here below you can find the details of the travel voucher(s)*

******* ************      ******* *****
******* *******            *************
************** ******   ***** ***
**** ** *********             ***********

*Valid for 12 months from date of issuance for purchases on Air France (for vouchers that start ***) and *** (for vouchers that start ***) websites.
For the full Terms & Conditions of the voucher,please go on our website and visit the section Legal Notices/Information and then Travel voucher conditions.

Here below you can find the details of the travel voucher(s)*

******* ************      ********* *****
******* *******            *************
************** ******   ******* ***
**** ** *********             ***********

*Valid for 12 months from date of issuance for purchases on Air France (for vouchers that start ***) and *** (for vouchers that start ***) websites.
For the full Terms & Conditions of the voucher,please go on our website and visit the section Legal Notices/Information and then Travel voucher conditions.

We look forward to welcoming you on board our flights again soon and hope that in the future everything will be to your entire satisfaction.

Best regards,
***** ****
*** *************** **** *********

Best regards,

********** *******
*** ************* *********
Customer Answer
Date: 03/13/2025
Better Business Bureau:

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,

******* *****

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KLM Royal Dutch Airlines is NOT a BBB Accredited Business.