An Indian court has ordered a police investigation into KLM Royal Dutch Airlines following allegations that a family was denied boarding due to a misunderstanding concerning visa regulations. The incident, reported to have taken place at Bengaluru’s Kempegowda International Airport, has raised serious concerns about the practices of the airline regarding customer service and compliance with travel laws.
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J S Sathishkumar, who chairs a local medical institution, purchased eight round-trip business-class tickets for his family’s trip to Peru in June 2024, spending approximately 4.9 million rupees (around £52,000). The family was due to depart on June 19 and return on July 3. However, just before their flight, airline staff reportedly informed them that they could not board because they lacked appropriate Peruvian visas.
Sathishkumar contends that KLM misinterpreted Peru’s entry requirements. He asserts that Indian nationals who hold valid visas or residency permits from countries such as the United States, the United Kingdom, Australia or Schengen nations are allowed entry into Peru without the need for a separate visa. This assertion aligns with information available on the website of Peru’s Consulate General in London, although the specifics regarding the family’s visa status were not initially disclosed.
After being denied boarding, Sathishkumar claims his family was “red-flagged” by the airline amid threats of legal action. This added complications to their travel plans, including unanticipated scrutiny during a subsequent trip to Singapore, where his son faced inquiries regarding an alleged deportation from Peru—a country they had never visited.
“This experience repeated itself when I travelled to Australia, where I was subject to excessive questioning,” Sathishkumar noted, highlighting the emotional toll and distress caused by the airline’s actions. In light of these difficulties, he has initiated legal proceedings against KLM, seeking a full refund for their tickets.
A civil judge and judicial magistrate in Devanahalli, which has jurisdiction over the airport, has now directed local police to file a First Information Report against the airline’s executives, including the CEO and COO. Sathishkumar expressed his desire for accountability, stating, “Action should be taken. Otherwise, this can happen to anyone.”
In response to the allegations, a spokesperson for KLM Royal Dutch Airlines stated that the airline adheres to all relevant travel regulations, urging travellers to ensure they possess the correct documentation prior to their flights. The representative expressed regret for the inconvenience experienced by some passengers, reiterating the airline’s commitment to compliance with international travel rules.
This incident not only raises questions about KLM’s internal procedures regarding visa checks but also highlights broader issues faced by international travellers. As more people consider travelling abroad, it is imperative that airlines remain vigilant in informing their passengers of up-to-date entry requirements.
While the family awaits further developments in their case, the investigation into KLM’s actions serves as a reminder to all airline operators of the importance of accurate information and robust customer service to prevent similar incidents from occurring in the future.