KLM double invoicing, non assistance to children, nobody in charge in the customer services, impossibility to get a complaints through

Last year we had a very bad experience with KLM. They charged my credit card for our New York flights twice. As it was more than usdoll 4000.–, it blocked my account. This is the only reason we found out. It took me 2 weeks, and an incredible amount of phone calls and e-mails until I finally got my money back. During almost a week, my account remained blocked which was terribly annoying since it was a holiday period. All our plans were disrupted.

I complained on and on but could never get to a person in charge. I was just shifted from one number to another, but could never get any firm and useful reply. In the end, nobody apologized nor made any comments of understanding. During the whole process, it was like if I was dealing with machines.

Just now, July 3, 2008, we are experiencing the same kind of attitude from KLM. Plane Shanghai to Amsterdam delayed more than 6 hours. No connecting flights in Amsterdam. So, not only have we to travel twice to Geneva to pick up our daughter but the service of rebooking in Amsterdam is totally insufficient. Our teenager daughter need a proper escort from the airport to the hotel and back, but KLM just don’t provide this assistance nor any other alternative. Long calls to the various KLM “customer services” do not make any changes. KLM don’t take any responsibility for the huge delays and the consequences due to these delays.

Georgesmarieswitzerland@gmail.com