KLM Royal Dutch Airlines / klm refuses to pay refund
I make a booking for a return flight AMS-GENEVA, using a gift card of € 100 and paying the remaining about by credit card. I receive a confirmation of my ticket by email
At Schiphol Airport I am told that payment for the ticket has not been received. I am referred to the ticket desk. There I am told that I will have to pay the ticket again. The KLM representative assures me that my credit card will only be charged once and that the gift card will be recharged. This sounds strange to me, but because of time constraint (flight was about to leave) I decide to pay.
I discover that my credit card has been charged twice and call KLM e-service desk in Holland to notify them of this. I am told that the refund will be made within 3-4 week.
I receive an email from KLM SALES & SERVICE CENTER NETHERLANDS confirming that the refund will be made.
I send an email to KLM to inform that that the refund has not been made
KLM (Marianne Alberts)emails me back confirming that “refund was started at the end of July. You will receive your refund within 3-6 weeks after the request. Therefore we advise you to call back in 2 weeks to check the status of your refund.”
20 September (approx)
I call KLM e-service again to inform them that no refund was made yet. I am told that I will be called back within 1, 5 hour. However, I never received any phone call.
I email KLM e-service desk again to inform them that the refund has still not been made.
KLM (Madge Grucel Banibah) emails back confirming the following: “Please be informed that, the refund of eur180.60 is still in process. As soon as this is completed, it would be credited to your accounts.”
I email back saying that this is unacceptable and request this issue to be settled by October 9 at latest.
I call the telephone number given in the email ((+[protected]) to discuss this issue. The person on the phone tells me he can’t deal with this issue himself and will refer it to his supervisor in Amsterdam. He promises me that I will be contacted within 72 hours. Nobody contacts me at all.
KLM sends me an email saying: “After we checked your reservation we saw that you already have contacted one of our colleagues by telephone. We hope that all your questions have been answered.”
I email KLM again to inform that that I did call, but that nobody called or emailed me back as promised and the issue is still not resolved.
KLM (Soraya Cruz Martins) emails back with the following message: “Unfortunately it is only possible to handle this matter by telephone. We kindly ask you to contact the KLM E-Service Desk via telephone number [protected] in Holland (opened daily from 08.00 - 23.00)”
I make the phone call as requested. I am told that this issue has been referred to another department and that I will be called back before 12.30 PM on October 14
The promised phone call by KLM never happens. The only communication I receive from KLM is an email message (written by Humphrey Verbeek) saying: “It seems that it is not possible for us to refund or recredit your Gift Card that you have been used while making the booking on the KLM website. Our Business Unit department decided that the best way for you to proceed is to request your refund with Schiphol Airport in amsterdam.
Below you will find the contact number of our Customer Care, who will have the possibillity to provide you with more details regarding a refund with this special department. We understand that this is not really that you are willing to do, since you have already spend so much time on this case, however it is best solution that we can offer.
Customer Care Netherlands +[protected] Mon - Fri 09.00 - 17.00
I call the Customer Care number hoping that this issue can now finally be settled. However, the lady on the phone informs me that she can’t help me on the phone and requests me that I sent all information to her by email.
I forward all information to email@example.com. No response received so far.
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