u/pastafariantimatter

I booked a flight from Lima to Valencia and then, per recommendations, called their call center to add a bike bag with dimensions and weight well within KLM requirements. They asked that I call back in 48 hours to confirm. I should add here that hold times are at least 30 minutes, with no call back service (in 2026!), so it's pretty annoying.

I called back 2 days later and they told me that the request was denied due to space constraints on the AMS - VLC leg and recommended a change of airline (to their partner Transavia) so it would work. This increased the cost by €150, so I asked that they waive the bike fee, which they agreed.

I called back again 2 days later and was told that the original agent had changed my flight but had not added the bike to the second leg. That agent told me to contact Transvia, the operator of the flight, which I did, and they told me to speak to KLM. I called KLM again and they confirmed the bike was added, which was reflected on my itinerary.

Fast forward to today, when I show up at the airport and am told the bike is not on the second leg and I couldn't bring it. I asked if they'd cover my hotel for the 48 hour window and they said no. Right before my flight was about to close, a supervisor came up and they said I could fly with the bike for $150. I had no choice so I paid it.

I spent at least 4 hours on the phone over this. I confirmed with the call center that the calls are recorded, and I want to request a refund based on their employee's commitment to waive the fee. Any thoughts on how to do that?

Using my personal account to ask the question, but it's related to a business.

I’m looking for guidance on how to handle a situation involving a user posting derogatory and untrue information about our business as leverage to get a full refund for a product that has a restocking fee. The thread has a lot of views, with some users indicating they won't buy from us based on these posts.

They've emailed us stating they will remove those posts if we pay them $1000 in addition to the refund they are requesting.

I’ve already tried reporting this through normal channels, but I haven’t received a response yet.

I’m not trying to debate the underlying dispute here — just trying to understand the right way to escalate something where content is being used in connection with a payment demand.

Does this fall under harassment/coercion in Reddit’s policies? Is there a better way to get this reviewed by admins (beyond standard report flows or modmail)?

Any guidance would be appreciated. Thanks!