Still fighting KLM for compensation after one whole year..
I booked a flight with KLM and during booking the flight, I saw some misinformation about entry requirements for my type of passport. Now, I am aware of my travel document and how it confuses airlines (tbf some of them just too lazy to read entry requirements for different passports) but I was a bit confused on whether I needed visa or not so like any passenger I called customer service twice and asked them about the need to obtain a visa beforehand, in the first call the advisor told me that I can not enter the country with my travel document, no chance and she was repeating the misinformation on their website. I called again and they told me; oh, don’t worry you don’t need visa…
so I took their word for granted and on the day of the flight I went to check in and the staff behind the counter told me i can’t board because I don’t have visa but my partner can because he has european passport. She told me you can board once you get your visa, just reschedule your flight and come back when you have your visa sorted. I was super annoyed, I cried.
My partner had to fly alone and waited a whole week by himself. half of our holiday waisted just waiting for the visa. I paid a lot to get it as soon as possible. Once I got it and got to the airport to check in, I had my partner on the phone in case anything happens. They checked my passport and my visa and yet they rejected me. I was baffled, I lost it. I asked the staff behind the desk why what’s the problem he said I can not board, you won’t be permitted entry in your final destination. I said the visa is a proof that the government is allowing me to travel there what do you mean? just last week your coworker told me I just need the visa and we can board you without any problem. He said in our website is saying your passport is not permitted entry to your final destination and I told him well, clearly there’s a problem with your website because I have a valid visa right in front of my eyes. I asked to speak to the decision maker but they refused. A rude staff came acting like the he’s the border control and told me there’s no one you need to speak to, you need the visa printed on your passport, I told him that’s not possible because it’s electronic visa and they do not print it on the passport. He started yelling at me telling me to leave immediately.
The supervisor came after he saw him yelling at me and asked me what’s going on. I told him everything and he said you can not travel with this passport they will reject your entry. I said okay fine, I need written notice and a full refund. He told me they can not do it I have to speak to customer service, he also told me to rebook with another airline. I was devastated, heartbroken and i felt discriminated because of my weak passport.
I went to Qatar airways to just check if it’s worth trying, they told me there’s nothing wrong with your documents and you can travel with us with no problem. I checked Singapore airlines too and they told me there’s nothing wrong with any of my visa or passport and there’s a flight on the same day I can book. I had to buy that ticket and went there to check in and they boarded me with no problems. I was relieved even though I had to borrow money for that last minute ticket.
Afterwards, I tried to get written explanation to the denied boarding, my KLM ticket refunded, get compensation of the wrongful denial of boarding and the cost of the replacement ticket with singapore airways. One whole year of me begging them for my rights, they kept refusing. At first they just refunded only airport tax, and when I told them that’s not enough they claimed that I did not present myself and I am not entitled for anything I asked for.
I proceeded with AviationADR and have given them all evidence and long paragraphs, KLM replied that I did not present myself (which is mind boggling statement) and they did not provide any evidence that I did not present myself.
After months of waiting for AviationADR to justify me. They simply ruled against me, they believed KLM, what a waste of time and energy on AviationADR. I read that AviationADR is biased towards KLM and tend to rule in their favour.
Now, after a year of going back and forth, I submitted my Claim form to County court. I hope this resolve it and serve me justice. This is my last resort.
Moral of story: Never book with them, tell your family and friends to not to fall into their trap. Do your research and know your rights. Never give up on greedy airlines and fight for your rights until the end.
