KLM Fined for Denying Boarding Over Luggage Dispute
Translated & summarized from Bizportal by baba
An Israeli court ordered KLM to pay 9,037 shekels to two women denied boarding from Montreal due to a luggage dispute. The women, one pregnant and one with an infant, faced payment issues and poor treatment on December 24, 2025. KLM claimed the passengers had improper documents and payment issues, but the court found the airline's documentation inconsistent. The ruling included compensation for denied boarding and expenses, while exemplary damages and lost luggage claims were rejected.
The story in 5 lines · by baba
- KLM was ordered to pay 9,037 shekels for denying boarding to two Israeli women from Montreal.
- The women were traveling on December 24, 2025, and faced issues with luggage payment and check-in.
- A court found KLM's documentation inconsistent and ruled the passengers' testimony credible.
- The airline argued the passengers arrived late with improper documents and payment failures.
- Compensation was awarded for denied boarding and expenses, but not for exemplary damages or lost luggage.
A small claims court in Safed has ordered Dutch airline KLM to pay 9,037 shekels in compensation and legal fees to two Israeli women who were denied boarding on a flight from Montreal to Amsterdam. Hodia Simcha Buzaglo, who was heavily pregnant, and Ayelet Dvora Cohen Fishbein, traveling with an infant, arrived at Montreal airport on December 24, 2025, for their return flight. They were informed at the check-in counter that one of them was only entitled to one checked bag, despite their tickets indicating two. The women were directed to pay for the extra bag at the gate, but the payment failed, and the gate closed before they could board.
According to the plaintiffs, the issues began earlier when Buzaglo's initial check-in failed due to a system error. After resolving that, they discovered the luggage discrepancy. They were given a payment link for the extra bag that did not work, and attempts to pay by cash or with other credit cards were rejected. They reported receiving unpleasant treatment from the airline staff. After the flight departed, KLM offered an alternative flight that would arrive on Shabbat, which the religious passengers refused. Delta eventually arranged a flight for them the next day, which involved two layovers and lacked kosher meals.
KLM argued that the passengers arrived at the gate just before closing with improper travel documents, having failed to pay for the additional luggage. The airline claimed their internal system showed the issue was with the passengers' credit cards, not the payment link, and that staff had tried to assist them and delayed the gate closure as much as possible. KLM also contended that passengers without proper documents are not entitled to compensation and that the offer of a replacement flight was a gesture of goodwill, not an admission of fault.
Senior Registrar Yosef Pinian ruled in favor of the passengers, finding their testimony credible and noting inconsistencies in KLM's documentation. He pointed out that a system error also affected their booking with Delta the following day, which was corrected upon presentation of their original ticket. The registrar did not hold the passengers responsible for the delay at the gate, as they were held up for 30 minutes during security checks. He also noted that KLM did not provide credit card rejection reports to prove their claim about payment failure. The court awarded 3,580 shekels to each passenger for being denied boarding, plus 677 shekels for proven expenses like food and travel, totaling 9,037 shekels including court costs. Claims for exemplary damages and lost luggage were dismissed.