On July 9 2015 I booked for my wife and me a flight from AMS to MUC dpt. Sept.7 (locator# 809QFI) paid with my debit card (SEPIA direct debit) which was accepted and I rcvd. from KLM a confirmation and issued a e-ticket.
On July 29th I rcvd a garbled voicemail from KLM. On my call-back a agent and supervisor told me that our booking had been suspended because the bank had just that day (after 20 days!!) reversed my SEPIA payment. I had to re-book our flight at a much higher rate!
I called my bank and was told that there was no record of a failed transaction or reversing payment and that my account and debit card are in good standing.
I must conclude that your system failed (should have rejected my SEPIA Maestro-debit payment immediately so that I had a chance to use my Visa card instead).
Your CS persons were not very helpful and stonewalled it (not even an attempt to compromise).
I should not be held responsible for the higher airfare because your system failed to reject
immediately. No notification that Maestro debit card is not excepted!
KLM was always one of the highly regarded airlines for me; however after this - very unprofessional handling of that situation I am very disappointed in your company.
A cancellation of a confirmed contract/booking after 20!! days is against every international business law or custom.
How can anybody do business if a contract is torn up 3 weeks after acknowledgement and confirmation?
After I contacted Delta (code sharing with KLM) a CS person agreed with me almost immediately and issued a refund voucher for the difference of fare.
What a difference in Customer Care attitude! Thank you, Delta
-Booo KLM(-