Question for Klm Royal Dutch Airlines - Head Office

On 20th April, 2015 my Wife and children were stopped from travelling too come and join me because your agents in JKIA said my Wifes Visa had a problem. Having left Kenya for permanent residence in another country, the had nowhere to go back to and she had to start calling friends to assist her. She managed to get assistance and left the Airport at midnight after my children cried for 2 hours because they could not be allowed to travel to be with me.
On 21st April 2015, My Wife sent the Visa back to the Embassy and she was given a confirmation that it had no problem!! Your Agents could not understand the Visa Annotation* Valid only if ACC/FTJ Father/mother/Spouse. My family have not travelled by now because someone failed to even consult the Embassy that issued the Visa and I have now incurred close to $1,000 to rebook another flight!

Do you continually train your staff so that they will understant their job well??
Who takes responsibility for the distress and loss I have incurred because someone made an error that has costed me a lot?