Dear KLM Authorities,

I have booked a return flight ticket SG-Geneva-SG with KLM authorized travel agent Nam Ho Travel. Before I booked with them, I have done some comparison between the price and timing that both of the travel agent and KLM. The price offered by both is almost the same. I chose the Nam Ho as they have transit to Amsterdam with a longer duration at the airport for 4 hours. Due to my husband business schedule changed, I would like to request to change my flight date. With huge disappointment, the travel agent was unable to assist me as they said all this was controlled by KLM airline, they directed me to call KLM airline personally to make a change on my reservations. I spoken with KLM reservation staff, I was very frustrated with the service provided. Again, they directed me to contact the travel agent again. Who’s the person I should deal with? I have a great feeling that both of your sides trying to push the responsibility. Where’s the” reliable service” from the airline?

I have contacted KLM and travel agent several times yesterday 16/04/2008; there is no one could give me a perfect answer or solve my difficulty. They said my flight is not allowed to do amendment; not refundable, you have to contact the travel agent/KLM directly to make amendment. The ticket value of $1554 was totally forfeited. I wasn’t been informed that the flight is not allowed to change date by the travel agent at all. I think KLM should put more quality control in this issue; else the travel agent will destroy your brand name and losing of the potential customers!

I am a regular traveler with a number of airlines and I haven’t encounter before that I was unable to make changes to my flight. I don’t think I got a promotion ticket from the travel agent because the fare price is almost the same when I did my comparison. I could give a big applause to EVA Air which I’m so proud till now. One time, I missed the flight due to overslept, eventually the airline put their initiative to call me and arrange another flight for me without any additional charges. As EVA can do that, why not for KLM? I booked through agency instead of EVA directly.

I hope KLM will help to solve this issue. I’m really saddened with the services, I told myself, I will not choosing KLM for my next flight since the service or term and condition are not flexible to customer at all and also authorized travel agent Nam Ho which doesn’t provide a detailed explanation at all. Going forward, I hope KLM services can be more flexible and be sure that KLM's authorized travel agent conformed to the KLM's reliable standard. I don’t think the services that I get from both parties are reliable at all. I hope to hear a positive answer from KLM as soon as possible.