KLM - Pricing Issue

Andrew85

Hello everyone,

I originally booked two separate KLM return flights from Manchester to Amsterdam for later this year. The first return flight was planned for the 16th to the 20th of August, and the second flight was planned for the 24th to the 27th of August. Both of these bookings had the Flexibility extra at the cost of £12.60 per booking.

Recently there has been a change in my travel plans which means I would like to remain in Amsterdam from the 16th to the 27th August. So as both booking were flexible I changed my first booking online to the 16th to the 27th of August. The second booking I wanted to change to another time in November, however I encountered several problems in doing so.

The first problem was the KLM website would not allow me to change this online and I had to contact customer services. I was quite annoyed that the KLM customer service agent looked at the booking and confirmed I would have to pay £60 fee for the booking, plus the difference in fare. It was only when I complained to the customer service agent that they even realised I had a flexible ticket. Even then they got my new dates and times incorrect! I was eventually told the flight I wanted was not available, only to be contacted again 12 hours later to tell me it was available and that I would have to pay £44.21 for the difference in fare.

This is where it does not make sense. The flight I originally booked was for £104.39, excluding the Flexibility extra fee. The breakdown of this fee is as shown:

• Price £54
• UK Airport Passenger Service Charge £17.69
• UK Air Passenger Duty £13
• Airport Passenger Service Charge £10.70
• Security Charge £9

Total £104.39

The breakdown of the new flight I wanted is as shown:

• Price £79
• UK Airport Passenger Service Charge £14.20
• UK Air Passenger Duty £13
• Airport Passenger Service Charge £10.90
• Security Charge £9.50

Total Price £126.60

Even if you include all the taxes and charges, the total difference in fare is only £22.21. I have contacted KLM customer service but they insist the £44.21 is the correct difference in fare, with no further details.

According to the KLM website the flexibility is described as Change free of cost. If you bought Flexibility, you can make a 1-time change to your booking; free of cost: Change any or all fights in your booking, Change your travel dates , times and/or destination, Change flights up until 2 days before they depart. No change fee, no administration fee. If the same fare type is no longer available, the fare difference will be charged. Only in some cases, the ticket price may change slightly due to tax recalculation

To me it just sounds like they are making up a random price and can't explain why. But it does go against their own Flexibility policy of not charging additional fees, which negates the whole Flexible ticket.

I would value your feedback on this issue.

heatherw_01

Hmm that is very odd, I haven't used KLM flexible tickets before.

The website does say "1.5 You pay no fare difference costs when changing to the same fare type. When changing to a higher fare type, you will need to pay the fare difference. When changing to a lower fare type, the fare difference will not be reimbursed. Tax recalculation may add a bit to the new ticket price. "

So maybe it was a higher fare type?

https://www.klm.com/travel/gb_en/plan_and_book/booking/change_cancel_flight/terms_conditions_flexibility.htm