KLM - GOL FAKE PARTNERSHIP
Não respondida
Salvador - BA
27/07/2026 às 09:00
ID: 254900451
Subject: Formal Complaint - Bad faith in mileage management and failure of partnership (Smiles Ticket: 1-230394659816)
To the Customer Service Teams of KLM, Smiles, GOL, and Air France,
I am writing to express my profound disappointment and outrage regarding the mismanagement of my frequent flyer miles on a recent round-trip family flight from Salvador to Malaga.
I chose KLM for this journey solely because of its advertised partnership with Smiles. As I do not fly with KLM regularly, this alliance was the deciding factor for my purchase. However, from the moment I booked, I was misled. When I downloaded the KLM app to manage my trip, the system automatically generated a frequent flyer number that I did not want. During registration, I explicitly indicated my preference for the Smiles program and rejected the link to KLM's program, yet my request was entirely ignored.
I attempted to correct this forced error multiple times. At the Salvador airport, during my first connection, I asked the agent at the GOL counter to change the loyalty program to Smiles. She assured me the change was successful, and because my seats were updated in the system, I believed the issue was resolved. On my return flight, realizing the error persisted, I complained again, this time at the Air France counter.
Now, upon trying to claim what is rightfully mine, Smiles (under ticket number 1-230394659816) informs me that they cannot credit the miles because they were "claimed in another program." In practice, KLM misappropriated my miles against my will, taking advantage of a confusing system and a lack of communication between the so-called partners.
It is abundantly clear that the supposed partnership among Smiles, GOL, and KLM is nothing more than a marketing illusion designed to exploit flight bookings, with no real integration or respect for the consumer. It may not be a massive amount of miles, but I work hard to earn them. I demand a review of this case and the correct crediting of my miles to my Smiles account, as I have requested from the very beginning.
Sincerely,
Dep-18/06/26 reservation: B2BEEI