KLM lost our checked bags for a week trip going to Kristiansand Norway. They had Apple AirTags in them, and somehow (to the denial of Delta/KLM over the phone) they were sitting in Detroit for three days. They finally arrived Thursday night into Norway per our Apple air tags, after baggage delivery service stopped for the day .

Friday they were out for delivery, and about 5 miles from where we were, the delivery service driver turned around and went back to the airport. They don’t operate on the weekends, and that Monday was a holiday in Norway. So my cousin and I drove three hours round trip to the airport and got the bags ourselves. Had we not done that the bags wouldn’t have gotten there until Tuesday (maybe).

We had a huge family get together there with a wedding because my wife’s family’s ancestors are from there. In there was a $2,000 suit and a $5,000 dress for my wife. In addition the gas I had to use to drive back and forth to the airport.

I sent KLM the receipts to be reimbursed, and from what I understand from EU-261, we’re both entitled to up to 1300€? After sending the receipts they told me their audit department “denied my request” but they’d be willing to give me $225. What a slap in the face considering that won’t even cover the gas to have to run to the airport to get my bags. I wrote them back and demanded they follow the law, and they wrote back they want to see my bank statement now for the transactions. Our cards were in our checked luggage so we used cousin’s cards. I don’t have direct access to the statements without jumping through more hoops. I don’t want to do that if they’re just gonna sent me again. They seem to be sending me on a wild goose chase, and won’t answer my questions on why their audit department denied my receipts. They are legitimate receipts.

Are they allowed to ask for bank statements? What if I paid cash? Are they in violation of the EU-261 law? Why are they being so obtuse about this? Who do I complain to force KLM to follow the law? I’m appalled at their behavior about this considering how negligent they were about this. To add insult to injury, they lost our bags returning to America too on the way back lol…. I’m at a total loss because I’ve always been promptly compensated for EU-261 claims, and airlines were always fair. Who can I contact or any advice would be appreciated. I’ve never had an airline act this way regarding this matter.