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@KLM @AirFranceKLM
Dear KLM Senior Support Team,
My KLM PNR no is YFF3ZV
I am writing to formally escalate a critical issue regarding my upcoming KLM flight under PNR YFF3ZV (Delhi to Amsterdam, departing on 22nd June 2025 at 03:55 AM), which I am now unable to board due to a genuine visa-related limitation. I am travelling with my family having 2 kids for a vacation.
My Schengen visa is valid from 23rd June 2025 onwards (visa copy attached), which means I am legally not permitted to enter the Schengen zone before that date. This has occurred due to a miscommunication between the embassy and our tour operator (Maruti & SOTC), who organized our cruise .We only received our visas recently, and the validity starts from 23rd June but as per their communication, the tickets were booked from 22nd June. We have contacted the Iceland embassy, but they have informed us that the visa cannot be amended without restarting the entire application process, which is no longer feasible given the limited time before departure.
Despite the clear and verifiable nature of this issue, your customer care team has failed to offer a logical or fair resolution. Instead:
I am being denied cancellation/refund of only the outbound Delhi–Amsterdam sector, even though I am willing to forgo that portion and rebook independently and also have been quoted approx. INR 3 lakh just to reschedule one outbound sector to 23rd June — which is entirely disproportionate.
Even worse, I am being asked to pay approx. INR 5 lakh to reschedule that one sector in Business Class, which is outrageous
One KLM representative even suggested paying INR 13 lakh just to upgrade the return leg to Business Class — an offer completely disconnected from fare realities.
This experience has been extremely distressing and reflects poorly on KLM’s commitment to customer service. I am a long-time KLM flyer and Flying Blue Member (5160272643), and I expected understanding and fairness in handling a situation clearly caused by external constraints and not customer negligence.
I respectfully request the following reasonable options be considered urgently:
Allow rescheduling of the Delhi–Amsterdam flight to 23rd June (or a flight landing on or after midnight), with only the actual fare difference charged — no excessive penalties or markups.
Offer upgrade at reasonable cost for both outbound and inbound sectors to Business Class to help offset the distress and inconvenience caused.
If not possible, cancel only the outbound Delhi–Amsterdam sector and provide a full refund or travel voucher, enabling me to make an alternate booking.
This trip has turned into a nightmare due to a small but unfortunate error. I have spent the last three days constantly following up with customer care, receiving unhelpful and robotic responses that completely ignore the human and legal aspect of the situation.
I sincerely hope KLM’s senior leadership will review this matter with urgency, compassion, and a practical mindset. If I do not receive a fair resolution, I will be forced to raise this matter on public platforms including KLM’s social media channels, consumer grievance portals, and relevant aviation forums.
Thank you for your attention. I hope for a swift and just resolution.
Warm regards,
Punit Bansal
+91-9876904440
Email: bansalpunitca@gmail.com
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