Mijn Klacht:

I have attempted to raise an issue with KLM customer service and a customer service employee consistently keeps closing my cases without an adequate response or foundation. This has happened 3 times by the same employee. The first case number was closed without adequately addressing the contents of my complaint. Namely, KLM had rebooked our flights to an earlier flight without any explicit notification. My case was wrongfully closed saying that Upon careful assessment on your flight itinerary, your flight KL 733 from Amsterdam to Curacao, scheduled to depart on January 08, 2023 at 14:00 was cancelled on 14 October 2022, and you agreed to be rebooked on the alternative flight schedules being provided within the limits of possibilities during that period. . Although that was apparently done long time prior to the flight date, we never received a request to approve the flight change. In the comment to that case, I provided additional information with screenshots and requested evidence that KLM has sent me an email / anything else to notify me about the flight change. The second case requested to re-open my first case. This case was wrongfully closed because according to the customer service employee, my travel companion had raised the same issue. My travel companion was not the person specified in the email and has not submitted any claims with you. The third case asked for my first cases to be reviewed by another employee. The case was reviewed by the same employee who did not even bother providing a less than identical response than that on the first case.

I find KLM’s customer service just laughable, they really leave you feeling like an idiot. My request was simple – evidence that I have indeed received a request to actively consent to the new flight schedule which KLM not only failed to provide me with but completely chose to ignore for whatever reason. I have checked my email many times to see if I haven’t missed this – nothing. We could have easily missed our flights because we only saw the sneakily changed time by accident on the day before departure. It costs us a lot of extra stress and arrangements to make it on time for earlier check in. Furthermore, we were not the only ones who experienced this – our travel group was of 6 people – no one found an update about changed flight schedule!! I will not be booking KLM from now on unless there is absolutely no alternative.

Gewenste Oplossing:

At the very least, some explanation about why this mistake occurred and that ANOTHER EMPLOYEE is looking into it.