KLM downgrade dispute fuels consumer-advocacy coverage; solicitor fined in separate case

A reader who booked return business-class seats on KLM from Glasgow to Amsterdam says the journey home was downgraded after the airline swapped the aircraft for one with no business class. The couple, identified by initials I.M., paid £764 for the tickets and, as Flying Blue members, expected certain privileges. Instead, they say they were seated six rows apart on the return and faced an array of service gaps.

KLM later explained the return flight was operated by Transavia, a Dutch low-cost carrier owned by KLM, which has no business class. At the airport they were refused entry to the KLM Business Class lounge because the flight they were booked on was no longer a KLM service. On boarding, the aircraft turned out to be neither a KLM nor a Transavia plane, but an Eastern Airways jet.

Back home, the passenger submitted an online refund claim for the fare difference. KLM acknowledged the claim, but the online reference reportedly displayed as "Invalid" and progress stalled. After the publication's involvement, a KLM customer-care employee, Joe Miller, apologised for the downgrade and said the refund request had been passed to the refunds department. Days later, Miller replied that there was nothing further he could add and no compensatory gesture offered. Separately, KLM sent a birthday message that appeared out of place amid the complaints, and a £40 future-flight credit was offered. The passenger later received about £78, which appears to be the fare difference, with no accompanying explanation. The case underscores ongoing questions about how airlines handle refunds for cabin downgrades and the quality—and consistency—of customer service responses.

Ajaz Ali, head of Kenneth Jones Solicitors in Stoke-on-Trent, has been fined £40,000 after a disciplinary tribunal ruled he acted with reckless misconduct in connection with a property sale that affected an elderly couple. The purchaser, a neighbour's son, bought a house about 100 miles away for £52,000—roughly one fifth of its open market value—and the couple, known as Client A and Client B, were allowed to continue living there under an arrangement that later collapsed. Client A was seriously ill and died soon after; Client B ended up sleeping downstairs with no hot water while the local authority moved them into emergency accommodation.

The Solicitors Regulation Authority said Ali failed to investigate the deal or advise the vendors of the risks. In addition to the £40,000 fine, Ali must pay costs of £28,000. The SRA and police are investigating what happened to the £500,000 previously reported in May as part of another matter.

If readers believe they are victims of financial wrongdoing, Tony Hetherington invites them to write to Financial Mail, 9 Derry Street, London W8 5HY, or email tony.hetherington@mailonsunday.co.uk. Because of the high volume of enquiries, personal replies cannot be given. Please send only copies of original documents, which cannot be returned.