The uptight Dutch airline has acknowledged a ‘misunderstanding’ at Heathrow Airport which led to them refusing to recognise Steven Isserlis’s purchase of a seat for his cello.
The ‘misunderstanding’ sent Steven rushing round the airport for another flight, putting him to great expense. Over 30,000 people, many of them frequent fliers, have read his story on Slipped Disc.
KLM have now refunded his out-of-pocket expenses, plus a small (really small) goodwill amount on top.
They apologised to his travel agent in an email, but refused to apologise to Steven in person.