KLM Officially Writes To Me, They’ve Accepted They Got It All Wrong & Have Issued An Unqualified Apology

My recent unfortunate experience with KLM on their London Heathrow- Amsterdam Schiphol Airport to connect to Accra which has ended my ‘air travel relationship’ with them compelled me to write an article, throwing the salt at them (Read My First Article Here)

Few minutes after publishing my article which I brought to their attention via social media, they took time to read it and responded inadequately…

KLM started in their social media response to my article that they will send my piece to their Customer Care Department to have a read, carefully examine it and establish what really happened —and then write to me officially.

The Airline has kept to its words and yesterday, I received the below email from them…

Though the issue of compensation was totally ignored, I am glad they’ve somehow managed to accept liability (they got the Customer Service wrong) and have proceeded to issue an apology for the inconvenience caused.

I wanted to let them sit up and reflect on their Customer Service to their passengers, especially those travelling to Africa—and be more proactive in offering help to these customers when KLM messes their travel plans up.

Since I promised I will update you guys on what KLM does or says about this, here is their E-mail to me…

What do you think?

__________________________________________________________________

Claim No6668326001 KL1010 / 11SEP2013
Dear Mr Febiri,

Thank you for your message we received via our Social Media department. On behalf of KLM please accept our apologies for the inconvenience you mention.

Delay flight KL1010

I am sorry to learn that you and other passengers were unable to travel as planned due to the delayed arrival of your inbound flight from London Heathrow. This happened due to a technical issue which needed more time to be solved. Unfortunately, there was no longer sufficient time for you to transfer onto your onward connection flight KL589 to Accra.

Transfer Area

I recognise and sincerely regret the inconvenience that this must have caused you and the other passengers and offer my sincere apologies on behalf of KLM. I am very sorry to learn our staff members at Transfer 4 were not willing to help you and the others with the rebooked onward connection to Accra the next day. I do understand this was very frustrating. Your comments on this will be forwarded to the involved management of Ground Services KLM. This to improve our service where needed.

Immigration

As my colleagues from Social Media explained to you, KLM has no control over government regulations. However, one of our staff members could have guided the passenger in the right direction. Again my sincere apologies on behalf of KLM this did not happen.

I trust your return flight with KLM will be a pleasant one and hopefully KLM will get a chance to welcome you on board again in the future.

Yours sincerely,

PASSENGER BUSINESS

Ms N. Nauth

Customer Care

KLM The Netherlands