I want to share a bad experience I had with KLM, a supposedly good air carrier in Ghana. I bought for the first time a return ticket with them online in October 2005 for travel to UK in December 2005. During the transaction, I was asked to make payments at KLM head office in Accra. I went there with my passport and upon inspection of my passport was issued the ticket. I was however never told at that time that I required a transit visa for my travel even after inspection and therefore I thought I did not need one.

It was shocking to me that KLM refused me to travel to the UK on 21st December 2005, even though I informed them that I needed to travel at all cost on that day since I had a hospital appointment the next day to screen my blood as part of care being given to my pregnant wife in London. The KLM officials told me if I were a frequent flyer with their airline, they could have allowed me to travel but because I wasn’t they could not and as a matter of fact will not help. They informed me that Ghana International Airline (GIA) was also leaving to UK that night and I could buy a new ticket and join them if I wished as I could travel with them (KLM) only on 24th December 2005 after they have obtained a transit visa for me, in addition to updating my ticket with them and paying an extra $700 (my original ticket was $737, thus paying for twice the normal cost of an economy ticket).

I contacted GIA reluctantly but to my surprise I was able to buy a new ticket. Although I was able to get to the UK the next morning, I was not able to get to the appointment on time as GIA goes to Gatwick as against City Airport by KLM.

After arrival in UK, I made contact with KLM customer service for my refund and compensation for the stress they put me through. To my dismay, they told me I was not entitled for a refund even though I did not travel with them that night and did not also cancel my flight personally. As I write now they have still refused to pay me my money back and have not even apologized for their inhumane treatment meted out to me.

KLM in Ghana is blatantly cheating customers like me of large sums of money in the name of error.

KLM Ghana’s Head office checks customers’ passport before issuing tickets so why did they not tell me to get the transit visa before selling me a ticket if they are not trying to cheat.

As they have cheated me of my money, I am also going to discourage my client’s and other agents my company deal with from using them.

KLM, cheating is morally wrong and you don’t have to be religious to know that.