Refund not paid back Case reference number: ***3

on 9 October 2023 we were traveling back from Prague to SA with our dogs. When we checked in they said we hadn't paid for the this part of the flight back. We knew we had as it was a pre booked flight for us and our dogs all the way to SA. They refused to let us get on plain without paying over R4000 each. So we paid it under a very stressful situation. We confirmed with our booking agent on the day that KLM incorrectly charged us and KLM has since confirmed this incorrect fee. To date we have not had any response expect that it takes 6 to 8 weeks to get a refund. It has now been 11 weeks with no refund and no confirmation of when we will get this. It would be great if they could refund us all as soon as possible as this was an unexpected fee for us all. thank you. Tanya Engelbrecht ***