An 81-year-old passenger received a partial refund after a broken business class seat prevented him from reclining on a long-haul flight from Aruba to Amsterdam. The passenger, who paid 3,100 euros for the ticket, initially received a 200 euro voucher after complaining about the malfunctioning seat.

The passenger was then advised to further pursue his complaint. The airline’s initial rejection included an automated message, suggesting the use of artificial intelligence in handling customer service.

Many consumers find themselves navigating automated systems and FAQs when contacting companies, often struggling to get their specific issues addressed. Responses frequently adhere to company policies, leaving customers feeling unheard and dismissed.

External complaints offices, such as the Inspectie Leefomgeving en Transport (ILENT) for airlines and the Kifid for financial service providers, exist to aid consumers. However, accessing these resources can be challenging.

The Kifid rejects a significant number of complaints due to companies not having reached a final verdict. Some institutions, like ING, require a lengthy internal complaint process before an external complaint can be filed. Not all issues qualify as disputes, sometimes requiring court action.

Litigation is available for matters of principle, potentially leading to lengthy and costly legal battles. External complaints bodies offer a more accessible route, often with minimal or no fees, but the resolution timeline can vary.

Companies may offer settlements “out of courtesy” without admitting fault. In the end, the 81-year-old passenger received 843 euros in cash as compensation for the faulty seat on his flight.