I recently cashed in some miles for travel from Asia to UK. I made the booking over the phone and was told it would be 60, 000 miles plus taxes etc. I have since been charged 80, 000 miles as - apparently - the rules changed on April 1st. KLM have admitted it was their mistake, twice, but refuse to refund the miles. I was then verbally told they would refund - but they have changed their mind.
Consequently - i have lost the equivalent of a £2000 ticket - even though they admit the problem was created by themselves.
I have better things to do than waste time trying to convince a large company they have a duty to train its own staff and if mistakes are made because they dont train them - then the customer should be compensated.
Suffice to say - I have now shut my account with them. I will continue to use One World and Star Alliance.
Flying-Blue members - YOU HAVE BEEN WARNED!
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