Today I filed a DOT complaint as to a passenger who booked award travel on KLM’s site, and was told (both on the web site in a confirmation email) that his booking “is confirmed.”  As expected, KLM took the points from his account, and the required taxes and fees from his credit card.  Alas, KLM failed to actually issue the ticket.  So when the passenger reached the airport, he was told he couldn’t travel — and he had to buy a high-priced last-minute ticket.  In correspondence, KLM customer service admit the error, but offered only a voucher, and even that for less than half his loss.  He then retained me — and KLM’s attorneys inexplicably failed to tender a settlement or even diligently reply.    Complaint with details and exhibits.

Update (September 9, 2026): KLM Answer.

This case continues a pattern of Air France / KLM cancelling tickets without basis.  See also my June 2026 complaint as to Air France arbitrarily cancelling passenger tickets without basis.  I mentioned in June that numerous passengers contacted me about problems with Air France / KLM tickets — each told they could travel as booked, but later unable to travel.  Air France KLM has been weirdly difficult in resolving these meritorious complaints, and they’re now winding their way through pre-dispute correspondence towards DOT formal complaints.