By Christopher Elliott | Journey Troubleshooter
Q: I lately flew from Amsterdam to Cape City on KLM. Once I arrived on the gate, an agent took my boarding cross and reassigned my seat. In the course of the flight, attendants interrupted me thrice, asking for my passport and ticket to substantiate I used to be within the appropriate seat. It was clear there was an error of their system.
To make issues worse, the vegan meal I had pre-ordered wasn’t out there, and I used to be served a meal with meat and dairy.
Once I tried to examine in for my return flight from Cape City to Amsterdam, KLM advised me my ticket was “out of sequence.” They stated I wanted proof I used to be on the outbound flight, like a baggage tag or ticket stub. I didn’t examine a bag and hadn’t saved my boarding cross. KLM demanded I pay $550 to board the flight. I had no alternative however to pay.
I contacted KLM customer support once I bought residence, explaining the scenario. KLM insisted I didn’t board the primary flight and refused to refund the $550. So I despatched the airline my digital boarding cross, proof of an in-flight Wi-Fi buy, and a time-stamped photograph of me on the airplane. I even escalated the matter to my bank card firm and the European Fee. However nonetheless, nothing. Are you able to assist me get my a refund? — Lauren Stokowski, Utrecht, Netherlands
A: I can’t imagine KLM refused to acknowledge you had been on the flight after you supplied a lot proof. Did they even learn what you despatched them?
That is an apparent error. KLM switched your seats on the outbound flight to South Africa however then one way or the other misplaced the document of your seat reservation. That’s in all probability why the flight attendants saved interrupting you and asking on your ID.
Downside is, that meant the airline had you as a “no show” on your outbound flight. KLM, like different airways, mechanically cancels your return flight whenever you miss the primary leg of your flight.
It’s best to by no means have been compelled to pay for a brand new ticket. Should you’d proven a ticket agent the digital boarding cross and movie of you on the flight on the airport in Cape City, KLM might need been in a position to repair it. Higher but, you might need known as the airline earlier than your return flight left to make sure all was effectively together with your tickets.
Concerning your lacking vegan meal, I like to recommend you deliver snacks in case the airline footwear not have the vegan meal you ordered. Airways usually overlook their meal orders.
That was the incorrect reply. I reached out to my contact at KLM and requested it to have one other look.
“After extensive investigation, we have come to the conclusion that we charged Ms. Stokowski erroneously,” a consultant advised me. “Our customer service department has contacted her and will reimburse the $550 that she was charged.”
