I recently bought a KLM ticket to the UK from Japan, I do this at least 3 times a year - I spend an awful lot of money with KLM exclusively as they fly into Cardiff and it saves me from going through Heathrow. When ordering a ticket online, did you know that they can sell you non-refundable tickets without telling you? No? Neither did I, until I tried to change the details after having an accident at home and not being able to fly. When phoning KLM they told me that I had agreed to the terms on the website - but I didn't see anything regarding these non-refundable tickets - only to 'check my details carefully'. So basically I have lost 600 pounds on an airline ticket if I decide to cancel and they will now resell to someone else and make twice the amount of money off. KLM doesn't mention any specific details of cancellations on the website either - and it's not written on my tickets or on any of my other e-mails. Quite honestly, even though I have a leg in a cast I'm temped to board the plane and they will have to work stuff out for me - I dont see why companies can just take money away from you, it's disgusting. Well KLM, if you are reading this - I normally spend about 4000 pounds a year with you guys, times that for all the years that I would go to the UK for the rest of my life (roughly another 30) and you have realised that you have lost 4000 x 30 = 120, 000 pounds. That's an awful lot of money just because you don't want someone to move a ticket! Good luck to you, I won't be seeing you again - I'd rather fly to heathrow and commute home rather than to book a flight with you again.