I am extremely disappointed with my recent booking experience.
I purchased a multi-city trip via the KLM website for four passengers (outbound operated by KLM, return operated by Air France). We deliberately selected and paid for Economy Standard Plus fares specifically because they include Economy Comfort seats with extra legroom.
During the booking process, we were unable to complete payment or select seats online. Instead, we received an email instructing us to wait for a phone call. A KLM representative later contacted us and processed the payment. However, the representative was only able to assign seats for the KLM-operated flight and gave us a number to call for the return flight.
When we contacted KLM again to select seats for the return flight, we were told that according to their system, we had booked standard seats — not Economy Comfort.
This is unacceptable.
We clearly selected and paid for Economy Standard Plus fares. How is it possible that after payment, the booking reflects a different product? Customers should not have to fight to receive what they have already paid for.
At this point, we are still awaiting a clear explanation and correction of the booking.
Very disappointing experience so far.
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