Kimberly D.

A letter to the KLM executive committee;
Dear all,

I am writing to you because I am exasperated. First, I bought an international multicity ticket that KLM never reserved, although the money was deducted. (KLM finally reimbursed me for the first flight and the price difference). I had to book a new flight with different travel dates, which caused me to lose my prepaid hotel fees for the first night in both Amsterdam and Paris. Both hotels were not inexpensive. My two bags were missing when I arrived in Amsterdam on January 2,2023.
Today it is nine days later, and they are still missing. Four agents told me different stories about one bag being in Amsterdam and Nairobi simultaneously since January 5th.
Leaving Amsterdam, I paid to upgrade to business class, and when I boarded, I was told I was downgraded because it was oversold; then told the seat in business class was broken. They finally offered the broken seat to me, and I took it. It could not be adjusted at all electronically and had to be physically moved by a strong flight attendant to sit up or lie down.
I am in Kigali, Rwanda, and KLM has not contacted me once to update me on my bags. I call every day and get an agent who cannot help.
Because I have not been able to resolve these problems, I have filed a complaint with the Better Business Bureau and the Department of Transportation in the USA. I don't know what else to do next except legal remedies, which I hope will not be necessary. I will send a copy of the complaint and supporting documents if requested.

Sincerely,

Kimberly Cavender

They only give lip service if there is a problem in order to protect their commission I suspect.