KLM Refundable Ticket- Refund Delay

00fishrach

Hello, 
I had a KLM Fully refundable Ticket (as per the airlines T&Cs) which was cancelled by me on the 23rd March 2020- and the flight was on 24th March 2020. 

This was the early days of lockdown in the UK. We flew from Japan to Amsterdam but KLM then cancelled the Amsterdam to UK leg of the flight. We had to rebook another Amsterdam to UK flight as a reserve in case we couldn’t travel through on our existing ticket the following day. Luckily we could. However I made sure to book a fully cash refundable ticket. I booked this additional ticket when I couldn’t speak to KLM staff on the phone or at the Japanese airport. So had to take the risk of onward travel with no connection with our 18 month old child. 

On the 23rd March the fully cash refundable ticket was confirmed cancelled by airport staff at Amsterdam booking desk and refund being processed. 

On the 7th April I called customer care (Now back in the UK) to confirm the refund was being processed. They confirmed it was and I should wait 4 weeks for the credit card to be refunded. 

On the 8th May I called customer care to be told they had no record of my refund and they will need to process it again. At the end of a long conversation I did get a refund code and an email to say the refund was being processed as per the terms and conditions on the ticket. They said wait 6-8 weeks for a refund. 

On the 23rd June I contact customer care (Still no refund) who said they can find the refund code but no supplementing information and they will chase up with the refund department but it could take an additional 8 weeks. I am currently £1,200 out of pocket!  

I feel like KLM are being totally evasive. I can’t speak directly with customer care anymore- they say only speak via Reservations department due to the strains on their system. It just keeps being pushed further and further down the line. 

I booked on a credit card. And the ticket is fully Cash refundable as per their T&Cs. 

Further to this I have a complaint claim in for hotel costs for the overnight stay at Amsterdam after they cancelled our Original connecting leg (We jumped on a flight the following day). This was put in on 7th April. They have not even looked at it! 

Help! KLM are the worst!