KLM Royal Dutch Airlines
reviews and complaints

Dear all,

I suppose to board a flight from Nigeria to Canada on 15th of September 2022, unfortunately I missed my flight due to heavy traffic and emergency that cropped on that day of my trip. Though I was at the airport before the flight took off. No one attended to me claiming that counter has been closed. I explained my reasons for been late but no communication was provided.

I approached KLM office in Lagos for reschedule but all to no avail.

No solution was proffered and I bought another ticket on 17th September 2022 to enable me meet up with school activities.

Below detail was the second ticket I purchased.

Reference no:PC9Q2T

KLM Royal Dutch KL 588

seat no 34J

kindly review my request for I am currently a student in Canada Trinity Western University.

I paid N1,003,653 for the first TRIP was never used.

While the second amount was =1,557,728 totaling 2,561,381.

Kindly review my request for I am almost running out of cash.

I have previously written a hard copy request on the 18th september,2022 which was handed over to the one of the cabin crew. Kindly consider my request bearing in mind that I am currently a student without much income.

Yours Faithfully,

Nneka Clementina Ezissi.

passport no B00175067

I booked two tickets from Johannesburg to Vancouver for myself and my mother online on 18 June 2020. The system froze while I was still busy with the transaction. When the system went online again, it asked to start the transaction again. I received two confirmation e-mails for booking number KYPA4L for ticket numbers [protected] and [protected]. When I received my bank statement I saw I also paid for ticket numbers [protected] and [protected] but I never received any e-mails confirming this. I phoned the reservation office complaining about the double booking and payment and to cancel the extra tickets and request a refund. After checking and confirming that [protected] and [protected] will be cancelled more than twice I assumed that it will be done correctly and that I will be refunded fully. I phoned again on 28 July when I did not hear anything and then was told all 4 tickets were scheduled to be cancelled. We confirmed again more than twice that only [protected] and [protected] will be cancelled. I received a message from KLM about the refund of a measly R1661.40 each for the cancellation of the tickets that I do have in hand namely [protected] and [protected]. So now I do not have any tickets in hand to travel with AND I lost R28 122.00. Why can I not be fully refunded for the mistake made due to a glitch in the online booking system A S de Klerk +[protected]

On Saturday, 10 September, I checked in online for your evening flight from JFK to Schiphol, with onward connection to Nairobi. I arrived at Terminal 4 about 6.45 for a 9 pm departure.

After checking and labeling my bags, with the assistance of staff, I proceeded to the physical check-in. The KLM check-in staffer asked to see my Kenyan visa, which I showed her. She stated, contrary to fact, that I should have gotten the online visa from the Kenyan embassy in Washington. In fact, I am not a tourist, and therefore not eligible for the visas commonly issued to US residents going to Kenya, I am in possession of a three year residence visa, issued in 2021, for Kenya. She apparently was unfamiliar with residence visas, and made a phone call during which she stated, contrary to fact, that my destination was Uganda. I said in a very loud voice, "Kenya, not Uganda." She was 10 feet away and could not have heard me if I had not spoken loudly. Once she terminated her phone call, she said, without explanation "You're off the flight." When I protested, she told me to move away from the check-in. I demanded to see her supervisor, who came at 7.55, before the flight closed. He examined the visa and immediately reversed her decision. I told him that in my decades of flying with KLM, I had never been treated so shabbily. I told him that an apology was in order from KLM to the abused passenger. As it happened, the flight for Schiphol was full, and left late. I made it to the plane in time. Would I have missed the flight if it had not been full? I don't know. This incident is especially distressing because I have returned to Africa to work on the response to the measles epidemic currently ravaging the Republic of Zimbabwe. Any rescheduling to post-Saturday flights would have delayed by 24 hours or more my participation in those activities. Had it not been for the helpful intervention of the KLM supervisor, her erroneous decision would have stood. I regret to inform you that this is the third time in the last decade that I have had my Kenyan visa questioned by your check-in people at JFK. They have not been trained on the important distinction between Kenyan holiday visas and Kenyan residence visas. I hold a Kenya residence visa, a fact which I have carefully explained on three separate occasions to your KLM staffers at JFK, twice successfully. I think that KLM owes me an apology 1) for having failed to train its ground staff on the distinction between different kinds of Kenyan visas and 2) for putting me and my wife (who tried, without success, to reach your 800 number) through an hour's purgatory, with arrival of the KLM supervisor only minutes before the scheduled closing of the flight. Can someone in KLM please apologize, and, more importantly, enlighten your JFK staff on the different categories of Kenyan visas? Can someone tell the check-in person that Nairobi is in Kenya, not Uganda? Please reply to [protected]@gmail.com I remain very truly yours, Robert Davis, [protected], Platinum Member.

10.9.22 7.15AM flight from Amsterdam to Rome. I was sat next to someone extremely overweight who required an extension to his seatbelt. He also severely infringed over the armrest well into my seat. I addressed the cabin crew and they only shrugged. It made the two hour flight incredibly uncomfortable not just for me but also my boyfriends sat next to me, who also had to sacrifice some of his space as a result.

I am absolutely disgusted with KLM. You lost my bag on an outward flight to Colombia and have done absolutely nothing to support me. I have had zero communication let alone any talk of compensation. I was a Business Class traveller and £5000 would not replace the item you have lost! Since my return I have booked 6 Business Class flight with other airlines!

I demand an explanation for your incompetency and an immediate payment of £5000.

The reference number is CTGKL12250 name Ringyte. Please respond to this email immediately! [protected]@gmail.com

My flight booking reference KL96EN was cancelled by AirFrance. On 25/08/2020 I was emailed by KLM to say I would receive a travel voucher #[protected] but it has never arrived. I have called both AF and KLM multiple times each time told to have patience. The last conversation with AF was that the voucher program would be extended until end 2022. I now see on my flying blue account that the voucher for 381.66 euros expired in December 2021 - BUT I never received the voucher!

Dear customer services team,

I am writing regarding a delayed/cancelled KLM Royal Dutch flight.

Booking reference: VW7QNB

Passport number: [protected] :

Flight number: AM0252

Departure airport: Mexico City (MEX)

Scheduled departure time: 16/06/2022 7:05 PM

Arrival airport: Guadalajara (GDL)

Number of passengers: 1

Based on the above details, I am seeking the fixed compensation as specified in EC 261/2004.

The connection FLIGHT AF 178, AIR FRANCE, DEPARTURE: 16 JUN 12:05, ARRIVAL: MEXICO CITY, MX (BENITO JUAREZ INTL) , on 16 JUN 16:55, FLIGHT BOOKING REF: AF/VWTONB has been delayed and I have missed my connection FLIGHT AF 5581, AIR FRANCE, OPERATED BY: AEROMEXICO,AM 252 on THU 16 JUNE 2022, DEPARTURE: MEXICO CITY, MX (BENITO JUAREZ INTL) ,16 JUN 19:05

ARRIVAL: GUADALAJARA, MX (MIGUEL HIDALGO INTL), on 16 JUN 20:37, FLIGHT BOOKING REF: AF/VW7ONB.

Air France have rebooked me on the following day. My new flight details

From: Mexico City (MEX) to: Guadalajara (GDL), Flight number: AM0200, DEPARTURE: Friday 17 June 22 06:01, ARRIVAL: Friday 17 June 22 07:33, operated via Aeromexico. I received email, on Thur 16 June 22 at 21:00 about the next day flight without any consolation. At night all of the hotels around the airport were sold out, cause it was at the last minute, and I had no place to sleep. This was very unpleasant situation, I am 65 years old and travel already way to many hours from Austria. I feel that I can’t trust KLM or Air France I will avoid the booking in the future. I should receive a compensation for this delay.

Thank you for understanding.

Chula Vista, August 6 2022.

To whom it may concern,

I would like to file a complaint regarding my case reference number C-4719603 that was filed to KLM on 01/28/2022.

Until today, August 6 2022 ! I have received no response what so ever from KLM regarding my pay out.

All the paperwork, that was needed was send out to the customer care assistant Air France KLM Bhashkar Adhikari, that was 

assigned to my case.

I have been sending several emails to KLM but nobody has replied to me regarding my ref.nr C-4719603.

The last email I send was to get response what is going on is on June 15 2022, please see the copy below.

San Diego, June 15 2022

Good morning, Bhashkar Adhikari

I have been sending you several emails regarding my casenr: C-4719603.

Until today I still have not heard anything from you or anybody else regarding my pay out.

KLM does not comply with the EU guidelines for payment, which is disappointing and unacceptable.

You have received all the requested document a while ago and nothing has been done so far.

I hope, that KLM will do the right thing.

Can you please respond to this letter?

Thank you.

Kind regards

Mrs Cornelia Daniels-Loupatty

What is going on? Why is nobody responding to my emails? 

Can somebody please help me here? This is very disappointing and unacceptable that KLM does not comply with the 

EU guidelines.

I do hope somebody will respond to me as soon as possible, this is just outrageous!

Thank you.

Kind regards

Mrs Cornelia Daniels- Loupatty

[protected]@cox.net

On Friday, 22 July 2022, my daughter was flying from Cape Town to Amsterdam and then onto Heathrow, London. Her original booking has been for the 22nd. And so when she received the email stating that the flight was being rescheduled on the "next available flight", as well as the connecting flight from Schipol to London, she did not not look to see that the flight was the day BEFORE! The idea of "the next available flight" being moved forward did not occur to her as she could not fly any earlier.

She duly checked in and arrived at the airport fully expecting to fly on the 22nd. On route to the airport, she somehow noticed that the date was for the previous day and so we proceeded to the airport just to be told that her entire booking had been forfited. This is my complaint - you cannot move a booking forward and then cancel bookings without due notice and attention drawn to this and without making an option for a later flight.

Now this is where I would like to make a compliment. At the Customer service spot next to the check-in counter at the airport, Moosa was on duty and helped my daughter to re-book all her flights and was MOST helpful, understanding and willing to help. I can HIGHTLY COMMEND her efficiency, her kindness and understanding. Flights are extremenly expensive and mostly require long term planning - this would have been a traumatic experience had it not been for Moosa. Please make sure that she is rewarded and noted as an excellent asset to KLM.

My wife and I were booked to fly from Vienna to Inverness, via Amsterdam, on Tuesday 13 September. Reference PRMWR4.

I was notified on Friday 22 July that the first flight KL1840 at 9.20 had been cancelled. We were rebooked on the 6.55 flight KL1838 instead.

Today (1 August) I was notified that this flight had also been cancelled. No attempt was made to rebook us.

I rang up and discussed the possibility of the 6.55 flight on other days, as it appeared that the 9.20 flight had been withdrawn completely. I was only offered seats on the 6.55 flight 4 days later on Saturday 17 September. The only other alternative offered was to fly on Monday 12 September (not convenient) or Friday 16 September. Both these alternatives would have necessitated an over night stay in Amsterdam.

I suggested that KLM upgrade us to Business Class because of the inconvenience caused, as there were seats available on the 6.55 flight on Wednesday 14 September, just one day after our scheduled flight. I was informed that I would have to contact KLM, as that decision could not be made by the reservations person.

That is why I am contacting you now.

I should add that we did not risk losing the flights on Saturday 17 September, so they have been booked.

I trust that KLM will try to get us to our destination just one day late, rather than 4 days late as matters currently stand.

I look forward to hearing from you as soon as possible.

Robert Workman

[protected]@hotmail.com

[protected] (landline)

[protected] (mobile)

I was on a klm flight to Athens. My bag was lost and I have had no contact or follow up information.I have an apple tag. It is in Athens but no one can help. I went business class .

My address is in Australia

Saskia st clair

Travelling with Cashel Ardouin

Flight from Dublin via Amsterdam to Athens.

10th July.

KLM 1575

I am in Santorini until the 18th July. Then back to Sydney australia from Athens on the 18th July

Email. [protected]@hotmail.com

Child had autism, we lost all 4 of our baggages and had no clothes toiletries, diet as per doctor prescribed for child with autism, sensory toys and clothing and particulars, child is in distress and we dont have any clothing and anything to use, even our personal leisure items books and readables for child are not with me. it is very frustrating more over the medication much needed for autism isnt with us.

This is regarding by flight ticket 30GSON from AMD >> BOM >> AMS >> YYZ I was travelling with a senior citizen who needs a wheel chair and a 4 year old child.

I had a very bad...bad...bad... Experience at BOM airport. My flight from AMD to BOM was 45 mins delayed due to bad weather... when I reached BOM Airport at KLM boarding pass issue desk 75 minutes were left for my connecting flight from BOM >> AMS.

KLM representative at desk told me that as per policy boarding pass issuance closes before 75 minutes so now I cannot board the plane and now I have to make a new booking by my own and he will not be able to support me by any means. He also refused to provide me information about my 8 luggage bags weighing 23 KG which I checked in during my AMD >> BOM journey.

I have argued him for 15-20 mins and tried to explain him my situation but he didn't understood at all. Thenafter I have approached Airport Authorities with my complaint...they understood it and spoke to the KLM representative... after 1 hour long conflict ...He told me that he will be able to book me to the next flight which was after 29 hours and I have to wait for another 5 hours to take back my 8 luggage bags which were somewhere on the runway...I had to wait 6 hours at airport with my family for 6 hours before moving out with entire luggage to find the hotel 5 AM in the morning... Transportation, hotel stay and food cost me approximately INR 50,000 and my son got sick due to the fatigue.

Moreover I have paid additional cost for Economy comfort seat while booking by I was not assigned Economy comfort seats.

It was worst most experience in my entire life...very very bad...

After an awful trip from NCL to GOT via AMS and back again with every flight delayed and 2 missed connections I am trying to make a claim for the considerable expense I have incurred during this business trip. Your website seems to be designed to make this as complicated as possible and after 3 hours of trying to complete the form I have given up. Your website keeps telling me that "there is a problem" but does not tell what the problem is.

The issues I encountered were as follows:

On 20.6.22 I was travelling with x3 other passengers (Yvonne Ormston, Kirsty Roberton and Joanne Baxter) from NCL to GOT via AMS for a work conference. This claim covers all 4 passengers. The flight from NCL to AMS was delayed meaning that we did not make the connecting flight to GOT, which should have left at 16.20hrs. We were rebooked onto AMS to GOT on 21.6.22at 09.50 hrs. In AMS all the service desks were busy and there were very long queues for assistance. We were told that the KLM queue was closed. We were issued with a document saying that you would refund reasonable expenses incurred as a result of the delay. There were no KLM staff to assist us, so we rang the helpdesk. When we got through to KLM a recorded message announced that the call would be disconnected as the waiting time for an assistant was greater than 45 minutes. We are claiming the following expenses:

1) taxi from the airport to the hotel 23.73 Euros

2) cost of rooms at the Moxy hotel for 4 people 740 Euros

3) Food at the Moxy hotel 38 Euros

4) Breakfast at Schiphol airport the following morning 34.20 Euros

5) loss of 1 day at the conference (calculated as the difference between 2 day and 3 day rate) 4 x 534.37 = 2137.48

total claim 2973.41Euros

I would be grateful if you would process this request as your website does not allow me to do this. I have photographs of all receipts should you need the.

Hello! Me and my daughter had a flight from Poznan to Amsterdam on the 17.06.2022. But the last moment (I was notified about that at 10PM on the 16th) the flight was canceled and changed to a transit via Warsaw. That caused us a lit of stress and inconvenience. We had to travel to the UK via ferries in the Hook of Holland further. But the worst is that our bags were lost on the way and now the delivery process is stuck at one point for several days: the 1st bag was sent to the Bristol airport and the other is still being initiated the delivery. Thus we have absolutely nothing to wear on now! We are the refugees from Ukraine so ALL! our belongings are in those bags. Moreover we came to Poland in March approximately without nothing and I had to buy everything from those bags in Poland: clothes and shoes for spring and summer, cosmetics, stuff for manicure and pedicure etc. So now the airline put us in the same situation of having nothing, but I am already not able to buy everything once again. We have only couple t-shirts and trousers and no warm clothes. And it's quite cool here.

The British call center doesn't respond, their messengers also don't respond. I wrote them an email to update my contact information, but there's also no response and updates! Their attitude to their work is disgusting.

We are suffering a lot now due to the situation KLM put us in.

And we need help a lot to make them deliver our baggage as soon as possible.

Please, HELP us!

18th May KL1054 to Amsterdam from Bristol was cancelled. After many hours of no information about why the cancellation passengers were informed of a technical problem with the plane leaving Amsterdam to Bristol. After many more hours of effort by Swissport personnel passengers were given a hotel and re-booked on a flight for the next day. Hotel and dinner were included in costs covered by KLM. Taxi costs from Bristol and return to airport were covered by KLM. No Breakfast was included in hotel stay, no voucher was given the next day for breakfast. No information about free phone calls was offered and the whole situation was frustrating especially for me just coming from a close relatives (mother) funeral. The whole situation can only be described as chaotic.

My connecting flight Amsterdam > Athens was missed and the time table was set back by 24 hrs.

I travelled jkia nbi on 19/4/22 and was racialy discriminated to the point that I was NOT served a meal No a drink from jkia to amsterdam,I am a diabetic black woman and believe I was treated thus because of my affiliation to a particular group of people the flight attendants on that flught DL 9572 at 11.59 were insensitive ,unproffessional ,I am looking to find out what they did was legal..

COMPLAIN & COMMENTS

Due to the restrictions imposed by the Rwandan authorities on entering the country, we requested the change of the airport of embarkation and return from Kigali to Dar es Salaam, with the payment of the price differences.

Neither online nor by telephone, directly with the KLM agency, this change could not be made, although when I requested a new ticket on the route Dar es Salaam - Bucharest there were places available.

In these conditions, I requested the cancellation of the ticket, which was for April 22, 2022, and the return of the money.

In the KLM mischief, they announced to me on 21.04.2022 that they were returning only 97.47 euros out of the 1102 euros paid for a ticket that could not be changed due to the theft committed by this company.

The theft is proven, because the return message of only 97 euros could have come 2 days earlier so that I could still use the ticket to take him to Bucharest. But KLM thieves know that now you have to do covid boarding tests that require at least 24 hours.

This is the second time that KLM steals my money. It happened to me that a voucher of 1000 euros secured me a ticket of 650 euros, in the middle of the pandemic.

23.03.2022

29.03.2022

21.04.2022

Dear Mr. STEFANESCU FLORIAN,

We would like to inform you that we will transfer the refundable amount to your account for the tickets mentioned below:

Ticket/PNR No Refundable Amount Administration Fee * Refund Reason Calculation Remarks

[protected] 97.47 0 Refund according to ticket conditions

* The Administration fee amount also includes the cancellation penalty fee if applicable.

Total refundable amount: EUR 97.47

Yours sincerely,

KLM Royal Dutch Airlines

Please do not reply to this automatically generated e-mail.

If you have any questions, remarks or complaints, please contact us via KLM.com.

I SHALL MAKE PUBLIC THE BEHAVIOR OF THIS COMPANY WHO WANTS TO BE CONSIDERED ONE OF THE MOST COMPETITIVE ONE.

My flight from Leeds Bradford airport UK on Thursday 7/4/22 was cancelled, subsequently I missed my connecting flight to Dubai resulting in arriving at my final destination over 24 hours late.

The communication during the whole process was appalling. Conflicting information was given and it was handled very badly and unprofessionally.

I never received a call to tell me when my new flight would be - I had to fly to Amsterdam without a boarding card and nobody to ask / nobody who knew what I should do. It was a wholly stressful experience that I never wish to repeat.

I arrived a day late to my work in Dubai as a result, tired and very stressed.

Hello,

My name is Maria Solveiga Toffolo and I am flying today with KLM to Stavanger, stopping in Amsterdam from London Heathrow. A few days ago I had booked a check-in baggage online and used partially a voucher and card payment (have a email proof below showing my purchase). Today I arrived at the check in counter and the first man I spoke to said it had not registered on the system and I had to pay extra for it - whole amount for “late baggage check-in” although I had proof of purchase for it.

The man in front of me told me he could not do anything and that I had to pay in a rude tone telling “I don’t have time for this I have asked twice and you have to”. So I suggested to ask another staff member next to him. He said no! So I insisted and perched to the counter next to us and asked someone else. The first man screamed to take off my luggage and said “bye!” in a condescending manner. I felt really disrespected as a customer and have never felt like that with staff from KLM.

So I moved my things and went to the counter next to me and the man turned to the first man and asked his name (keep in mind they work together at KLM London Heathrow). He refused to give his colleague his name three times. The second man agreed he was rude with me and I believe he wanted to know his name in order to report it to his manager.

The second man said the same thing but in a calm manner so I just decided to proceed to pay even though I know I had a luggage reserved already. I try two cards - neither of them work on the system so I am left with nothing. The error says that the “card is not recognised on the system”. At this point, I have no other physical card left and I may miss my flight. The second man suggests I take out cash and ask someone in the line to pay for my luggage! And I refund them with cash.

In the end, the man in the queue I ask is kind enough to do this for me but it was so humiliating having to beg someone to pay for something I had already paid! I have never seen such bad customer service in my time travelling and I would like to proceed with a complaint and refund request for what I have paid.

I’m particular my complaint goes towards the first staff member I spoke to - I believe his name Cleave/Cliff or something that may sound the same as another lady had shouted his name out loud. He seemed to be to be quite young (maybe 25-30 years of age) and had teeth braces and a darker skin town - possible South American.

I would like to just say that I would have not made this complaint if it wasn’t so disrespectful. I would not go out of my way to complain about a minor inconvenience, so I would like to reiterate the awful customer support and service from this particular staff member at KLM Heathrow!

In addition, I do not believe I will be able to claim a refund. I would like to know if I could escalate this further but I am not sure if the statement I have given is detailed enough to find who this man is!

Please find attached documentation regarding this complaint that clearly shows my payment of luggage days prior to my flight and check-in.

Thank you,

Maria Solveiga Toffolo