KLM Fined for Denying Boarding Over Luggage Issue

A small claims court in Safed has ordered Dutch airline KLM to pay 9,037 shekels (approximately $2,400 USD) to two passengers who were denied boarding on a flight from Montreal to Amsterdam. The court ruled that the error in luggage registration was the airline's fault. The plaintiffs, Hodia Simcha Buzaglo, who was heavily pregnant, and Ayelet Dvora Cohen Fishbein, traveling with an infant, arrived at Montreal airport for their flight on December 24, 2025. They were informed at the check-in counter that one of them was only allowed one suitcase, despite their tickets indicating two. They were directed to a payment desk, but their payment failed, and the gate subsequently closed. The court found KLM liable for the error, awarding 7,837 shekels in compensation and 1,200 shekels in legal costs. The tickets were purchased through a travel agent, and the return flight from Montreal was operated by KLM as part of a codeshare agreement with Delta. The plaintiffs reported initial issues with Buzaglo's ticket check-in, being sent to a closed counter, and then a half-hour delay before the luggage problem was discovered. They were unable to complete payment for the extra bag, as the provided payment link did not work, and cash payments were refused. After the flight departed, an alternative flight was offered that would have landed on Shabbat, which the religious passengers declined. Delta eventually arranged a flight for the next day with two layovers and no kosher meals. KLM argued the passengers arrived late to the gate without proper travel documents and that the payment issue was with their credit card, not the airline's system. They also claimed that aviation law exempts passengers without proper documentation and that they had tried to assist. The airline stated the alternative flight was a gesture of goodwill and did not create further rights. The court, however, found the plaintiffs' testimony credible and noted inconsistencies in KLM's documentation. Senior registrar Yosef Pinian stated that KLM could have easily provided credit card rejection reports but did not. He also pointed out that the offer of a free alternative flight suggested the fault lay with the airline. The court denied claims for exemplary damages and compensation for a lost bag, stating the plaintiffs had not proven intentional wrongdoing by KLM and had directed their claim for the lost bag towards Delta. The total compensation awarded covers 3,580 shekels for each passenger and 677 shekels for proven expenses like food and travel.

KLM was ordered to pay a total of 9,037 shekels, including legal expenses, out of the 20,839 shekels initially sought by the plaintiffs. The infant, who traveled on a separate ticket, was not included in the lawsuit.