Tegucigalpa, M.D.C. June 22, 2009

KLM
Office

To Whom It May Concern:

We are unhappy clients from the service received by the KLM Company.

I am employed by Huawei Technologies Co., Ltd. A telecommunication company based in Shenzhen-Hong Kong China, we are present in around 100 countries in the world and right now we have an office in Honduras, each year Huawei Technologies purchase a lot of tickets for their employees from KLM. However, I had a nightmare during my trip back from China to Honduras.

Last month my wife and I bought a round ticket from Tegucigalpa, Honduras to Shanghai China, which stops in Costa Rica - Panama City – Amsterdam to our final destination Shanghai, China. Everything went well on my way to China.

On June 11 I was returning from Shanghai to Amsterdam and the lady at the KLM counter IVOY ZHOU did not allow me to do the check in, she argued that I could not board the plane because according to that ticket I was going to be at Panama airport more than the time required. I would like to state that Ms. Zhou was not helping me to get a solution; she was more like a police woman than a person solving issues for a prestigious international airline. At that time I made a phone call to Huawei Honduras to help me to change the connection or to get another flight, I explained to Ms. Zhou what I was doing but she simple did not let me board the plane, neither helping me to solve this issue.

I lost my plane and for my luck I could not change the ticket to another day, I had to overnight in Shanghai and purchase a new ticket from China to Tegucigalpa. You can not image how much money I spent on my way back.

Ms. Zhou told me that the airline was not responsible to check if the ticket was correct or not but obviously your lady will take the responsibility to check it once I want to use the ticket. I do not understand how KLM care about the customers; it looks like you care more about the sales but not about the service.

I do not think Ms. Zhou did something wrong with the rules, however, she was doing everything extremely “perfect” just like a machine with a smile, strict and helpless, I do not know if customers are like God to your company or not, if yes unfortunately Ms. Zhou seems like antichrist.

Regards,

Zhou ShunQuan
Country Manager
Huawei Technologies Honduras S.A.

Colonia Lomas del Mayab, Avenida República de Costa Rica, Centro de Negocios Las Lomas, 4to. Nivel

Tegucigalpa, Honduras Tel. 235-3978, 239-4241
[email protected]