KLM Faces Criticism for 11-Week Delay in Passenger Refund
A KLM passenger has called out the airline for taking over 11 weeks to process a refund for a cancelled flight. The flight, scheduled for July 28, was cancelled, and the refund request was submitted on July 30. Yet, the traveller has received no resolution.
No Updates Despite Constant Follow-Ups
The passenger said that despite repeated follow-ups through WhatsApp and phone, KLM only responded with an automated acknowledgment. Each time they contacted support, customer service repeated the same line—that the airline was busy and they must wait.
Airline’s Contradictory Timeline
According to the traveller, KLM initially claimed refunds would take 2 to 4 weeks, or up to 6 weeks during busy periods. However, more than 11 weeks have now passed with no concrete update or payment, leaving the customer frustrated and helpless.
Passenger Demands Accountability
The passenger is now exploring ways to escalate the issue legally or through aviation regulators. They believe KLM’s silence reflects poor commitment to customer service and disregard for passengers’ financial rights.
Reflection on Airline Service Standards
While operational delays are understandable, an 11-week wait without any update raises questions about KLM’s efficiency and accountability. For a global airline, such lapses can seriously affect trust and brand reputation.
