How long does KLM / British Airways have to respond to complaints?

Officially, the DOT requires airlines to acknowledge a written complaint within 30 days and provide a substantive response within 60 days. In reality? It can feel like an eternity.

Can I file a complaint against KLM / British Airways online?

Yes, and you should. Using their official online 'Customer Relations' form is the best way to create a paper trail that you can reference later if you need to escalate things.

What documents do I need for a KLM / British Airways complaint?

Keep everything. I once had to upload a blurry photo of a baggage tag that I almost threw away, so seriously, save your booking confirmation, e-tickets, receipts for any extra expenses like hotels or food, and any photos or videos you have of the issue.

Is there a fee to file a complaint against KLM / British Airways?

Worried about fees? Don't be. There is no cost to file a complaint directly with the airlines or with regulatory bodies like the U.S. Department of Transportation. It's free.

Can complaints affect my KLM / British Airways service?

No, it won't. They are legally not allowed to retaliate against you for filing a complaint, and honestly, they're too massive to hold a personal grudge against one passenger, especially since their system probably lost the record of your first complaint anyway.

What happens after I file a complaint with KLM / British Airways?

You'll get an automated email with a case number almost immediately. You should tattoo this number on your forehead because you'll need it every single time you follow up. After that, you wait. And wait. And then you probably have to follow up yourself.

Can I escalate my KLM / British Airways complaint to a regulator?

Yes, and you should. The U.S. Department of Transportation is your best bet for any flight that touches U.S. soil, but don't even think about contacting them until you've given the airline a documented chance to completely ignore you first, as regulators require you to try resolving it with the company directly.

Complain About KLM / British Airways - File a Complaint Today

Lost baggage, cancelled flights, and refund nightmares. Sound familiar? It's not just you. British Airways has a shocking 1.09 out of 5 stars on the Better Business Bureau and has racked up over 1,000 complaints in the last three years alone. Their Trustpilot score is a dismal 1.4 stars. When their customer service offers nothing but apologies and dead ends, it feels like you have nowhere to turn. Popular complaints constantly flag their terrible customer service and impossible refund process. If you're done being patient and ready for a real solution, you're in the right place. Pine AI is the advocate you need to cut through the corporate red tape and get the resolution you deserve. Official site: Visit KLM / Visit British Airways

Last Edited on 07 Dec, 2025

Olivia Harper, Senior Content Manager

10 min read

Best ways to complain to KLM / British Airways

Contact Method	Details & Availability	Why use this instead...
Phone (BA)	1 (800) 247-9297 (24/7)	Best for urgent issues like rebooking a cancelled flight. Prepare for long hold times.
Phone (KLM)	1 (800) 618-0104 (24/7)	Good for immediate flight changes, but less effective for complex refund claims.
Online Form (BA)	British Airways Complaint Form	Creates a written record. Use this for non-urgent refund requests or baggage claims.
Online Form (KLM)	KLM Customer Contact Form	Your best bet for creating a paper trail for compensation claims under EU/UK regulations.
Twitter / X	@British_Airways / @KLM	Public complaints can get faster attention. Good for getting a response when other channels fail.

⏱️ Estimated Response Times from KLM / British Airways After Complaining

Honestly, 'estimated' is a very generous word here. It can feel like sending a message into a black hole.

Method	Expected Wait Time
Phone	Immediate to 2+ hours on hold
Email / Online Form	7 days to 2+ months
Chat	15 minutes to 1+ hour
App	Varies wildly, often redirects to forms

🔍 Tips to Get a Quicker Response from a Complaint

Call right when their lines open or during mid-week, off-peak hours.
Use their app to manage bookings, as it can sometimes offer faster self-service options.
Have your booking reference, flight numbers, dates, and passport info ready before you call.
Keep your explanation short and clear. State exactly what happened and what you want.

How to Escalate Your Complaint

If the airline is ignoring you or has given you a final 'no,' it's time to escalate. Don't give up. For any flights to, from, or within the United States, your next step is the U.S. Department of Transportation (DOT). You can file a consumer complaint directly on their website. The DOT forwards your complaint to the airline, and they are required to respond to both you and the DOT. It's not an instant fix, but it forces the airline to take your issue seriously. The DOT works, but prepare to wait. Airlines usually get a formal nudge after you file.

Another option is filing a complaint with the Better Business Bureau (BBB). While the BBB has no regulatory power, airlines often respond to avoid a public negative mark on their record. Just remember, you typically have to give the airline a chance to resolve the issue internally before a regulator will step in.

Email Template to Complain to KLM / British Airways

Subject: Urgent: Unresolved Complaint Regarding Booking [[Booking Reference #]]

To Whom It May Concern,

I am writing again to resolve an issue with my booking, [[Booking Reference #]]. This is my third attempt to get a resolution, as my previous calls on [[Date]] and [[Date]] have not solved the problem.

On [[Date of incident]], my flight was [[briefly describe the issue, e.g., cancelled without notice, severely delayed, my baggage was lost]]. This has caused significant inconvenience and financial loss. Frankly, having to spend my time repeatedly chasing your customer service team for a response has been incredibly frustrating.

To resolve this, I require a full refund of [[$Amount]] for the unused portion of my ticket and compensation for the additional expenses incurred, as documented in the attached receipts. I expect this to be processed within 10 business days.

If I do not receive a satisfactory response and confirmation of the refund by [[Date 10 business days from now]], my next step will be to file a formal complaint with the U.S. Department of Transportation.

Thank you for your prompt attention to this matter.

[[Your Name]] [[Your Frequent Flyer Number, if applicable]]

Additional Helpful Tips to get Your Complaint Resolved

Ask for a supervisor immediately. If the first-line agent is giving you the runaround, politely but firmly ask to speak with a manager or supervisor who has more authority.
Use magic words. When talking to an agent, mention that you are aware of your rights under DOT regulations or EU261 (if applicable). It shows you've done your homework.
Always get a reference number. Whether it's a phone call or a chat, ask for a case or reference number. It's your only proof the conversation ever happened.
Go public on Twitter (now X). A public post detailing your issue, tagging the airline's official account, can often get a quicker response from their social media team than their formal channels.
Try the partner airline. A Reddit user mentioned that for a codeshare flight, they complained to the partner airline (e.g., American Airlines for a BA-operated flight) and got a much faster resolution. It's a long shot, but it can work.

Let Pine AI Help Raise the Complaint to KLM / British Airways

Tired of hearing that awful hold music from British Airways for the third time this week? Or getting that generic 'we're looking into it' email from KLM that leads nowhere? It's exhausting. You've explained your situation over and over, and you're getting nothing back. Sound familiar? Pine AI steps in and handles the persistent follow-ups for you. No more wasting hours on the phone or drafting angry emails. We navigate their broken system, escalate the issue, and manage the communication until your complaint is actually resolved. Seriously. Let us take over the headache so you can get on with your life.