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Dear Mr Frédéric Kahane, Directeur Flying Blue at Air France-KLM,

in respect to the validity of collected miles with Air France-KLM’s frequent flyer program “Flying Blue” meanwhile on complaint of two consumer protection organizations in Austria and Germany, the Court of Appeal Vienna (verdict Oberlandesgericht Wien 4 R 211/15a) and Federal High Court of Justice in Karlsruhe (verdict Bundesgerichtshof X ZR 42/16) have judged that the program’s general terms of service are partially void and therefore nil in view of expiration of collected miles.

Wouldn’t it be time now to reinstate those miles you unlawfully had erased from your customer’s accounts with Flying Blue?

Unfortunately Air France-KLM doesn’t see any need for such action, and even requests to do so are ignored for months. Now on top the law company you asked for assistance neither follows set deadlines …

Apart from having violated national law (in Europe) as the courts in Austria and Germany decided, to me the shown attitude reflects some sort of immorality and ignorance towards passengers which I don’t expect from a frequent flyer program which mainly is foreseen as a customer loyalty tool.

Why such a contraproductive habitus? Doesn’t Air France-KLM need and go for satisfied passengers? Is loyalty a one way lane to your company?