klm.se

Traumatised and Angry

I am writing to formally express my concern regarding a recent travel experience involving my niece, whose ticket to Tel Aviv was booked through Lastminute.com with KLM. The itinerary included a Kenya Airways flight from JKIA to Amsterdam, followed by a connecting flight to Israel.Upon arrival at JKIA, my niece successfully checked in her luggage and proceeded to the waiting area. However, she was unexpectedly denied boarding on the Kenya Airways flight to Amsterdam. The airline staff questioned the choice of booking through KLM instead of opting for a direct flight to Tel Aviv, despite the fact that no direct flights from Kenya to Israel are available. My niece presented a valid visa for Israel and a supporting letter from the university she was to attend.The Kenya Airways representative insisted on consulting with KLM, who subsequently decided to deny her boarding. The rationale provided was a speculative concern that she might not continue her journey to Israel and instead seek asylum in Amsterdam. This decision appears to be based on discriminatory and stereotypical assumptions rather than an objective assessment of her travel documentation and intent.As a result, my niece was forced to return home, and we had to urgently purchase a new ticket with a different airline at a significantly higher cost. This situation caused considerable distress and financial burden, which could have been avoided had these concerns been addressed at the time of booking rather than at the airport.I respectfully request a full refund of the original ticket due to the unjust denial of boarding and the resulting inconvenience and additional expenses incurred.

Date of experience: Oct 19, 2025