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KLM refund process - not good!

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This is rather small potatoes in the grand scope of travel, but it's starting to really bug me.

Two of us traveled from SFO to AMS on April 4. We had purchased and confirmed "preferred seats" in economy, but ended up purchasing upgrades to Business Class at the airport. The counter agent told us to save our boarding passes and to apply on the KLM website for a refund of the original cost of the preferred seats, as their system did not allow them to just apply it to the new ticket cost.

In order to apply for the refund, one must use the online form at the KLM website. It requires an "EMD" number, which is the identifying number for the purchase found on my credit card statement. Okay - did that, submitted it, and now KLM has sent me an email saying they have "rejected" the claim, and I must resubmit the claim and attach a copy of the actual credit card statement showing the payment was actually charged.

There is no method available to attach anything to the submission of the refund claim. I can't call them, because the phone call goes directly to DELTA, who apparently handles these issues in the USA. The DELTA rep says they have no access to KLM refund claims, and the only way to submit a claim is online at the KLM website.

So now I am trapped in this circular process. The dollar amount is barely enough for me to wish to pursue this - seriously my time is worth more than this. But it makes me angry that they have set this up in such a way that they probably rake in some extra money because it's doubtful most people will want to spend hours dealing with something as small as $100.

I was a KLM fan up until now ...

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