Here is the snapshot of the story.
So far 67 days since I filed the complaint seeking an explanation of this nightmare of an experience, still no answer. I tried contacting via email, facebook, twitter and they always copy and paste the same reply.
I called customer service at least 6 times and here are some replies:
1. Sep:"I cannot access this file, my supervisor can, but she is in a meeting. She will take a look and call back." (never did)
2. Sep: "I talk to someone and will call you back" (never did)
3. Nov: Nobody here can access this file, not even supervisor, I will call you back (never did)
In short, my friend had one of the worest experiences with @KLM airline. She book a flight from Madrid--> Ottawa for Aug.29 2017, She purchased 2 seats, one for her and one for her cello. (delicate instrument cannot be checked). The received 3 confirmation e-mails form KLM (2 June, 5 June and 8 June 2017) OF BOOKING all stated that everything was CONFIRMED, including the seat for her Cello. (the price was around 1100EUR)
The nightmare started as when she arrived at the airport with her 23kg suitcase and my 12kg Cello and 10kg bag pack, she was informed at the check-in counter that my ticket was not issued!!
She almost had a nerve break down. KLM agents said "sorry" but there are not a single seat for the next 2 weeks to Ottawa.
After hours of trying, she was forced me to purchase a new ticket on the spot for a much higher price (originally 1100 EUR with KLM, now: 1463 EUR with Air France), and she had to check her cello to cargo. In the end, the cello was damaged and case was broken, both her suitcase and cello were missing and delayed for 5 days.
Why is KLM keep ignoring this case? Initially the email confirmation said 7-10 days for reply. One customer service said it will take 30 days, then another said 45 days, and their Twitter/FB/ Email standard reply says "we are working on it"..
Is 67 days a normal waiting period??? How would KLM not issue the tickets even with THREE CONFIRMATION EMAILS OF BOOKING?
Would really appreciate some advice from everyone here in how to deal with KLM.