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KLM Royal Dutch Airlines
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2.0 150 Reviews

KLM Royal Dutch Airlines Complaints Summary

36 Resolved
114 Unresolved
Our verdict: When using services from KLM Royal Dutch Airlines with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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KLM Royal Dutch Airlines reviews & complaints 150

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J
4:18 pm EST
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KLM Royal Dutch Airlines 14 hour delete of flight

3. of November 2010. Mombasa-Amsterdam flight had a delay of 14 hours. The flight was suppose to take of 9:25 AM took of 11:30 Pm!
Flight number KL 1963 MP 0816, Typ Boeing 767-300/300 ER

Because of somuch of delay I was not able to go to work and lost CHF. 200.-

Now I am asking you to substitute this money.
I did send you a handwritten letter, but never got an answer. Seems no one cares at all.

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Chandni Singhania
swin, GB
Apr 26, 2011 5:19 pm EDT

myself and my husband had a flight from london heathrow to aruba via amsterdam, we both held an indian passport, and our visa states that we have a residence permit for united kingdom, thus we dont need an visa for aruba. we had been stopped in amsterdam airport, my husband was allowed to travel to aruba but i have been refused to get in. we have contacted the immigration officer, they confirmed that i can travel to aruba but the airline members still dint allowed me. They dint gave any letter stating why we cant travel, they just gave us return ticket to london. At london airport when we contacted klm duty manager on 23rd of april around 6.15 pm, the duty manager was not ready to see our documents and when we requested him then he saw and when he knew that we are right then he gave us some fake documents which dint had any source website address, he himself accepted that he had copy and pasted the document and later he just tore those documents.

i am trying to contact klm/ our travel agency/ martinair but no one is listening to our problem. i want my £2000 money back. please look into our case..our confirmation number was 5MCDHE.

chandni singhania

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3:45 am EST
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KLM Royal Dutch Airlines lost baggage - bad service

I am not going into the whole lengthy story, but KLM canceled our connecting flight from Amsterdam to Heathrow, forcing us to find our own accommodations late at night and make alternative travel arrangements to get to London. Now they can't find our bags, and tell us that we can only file a claim in London even though we are now back home in California. The phone numbers they have given us never get answered, and their web page for filing lost baggage claims has a broken link so that claims can't actually be submitted. They give NO customer service whatsoever and I have never been treated with such disrespect by any company before. I recommend that you never fly with.KLM or their partners, Air France and Delta Airlines.

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8:08 am EDT
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KLM Royal Dutch Airlines baggage damage

Why is it that every time i travel with klm, i am left with damaged baggage ? Klm has a definite need to improve it's shockingly poor handling of baggage .As a frequent flyer on klm, i urge all fellow passengers to reconsider using the services of klm as they are unable to deliver ones luggage without damaged .To compound maters, klm staff at jhb are simply not interested in replacing luggage .If i hear one more staff member of klm say oh >>>it"s wear and tear on a brand new bag used once or twice, i might scream . Thanks to the useless nico - manager at klm jhb, poor management allow klm to loose customers who travel the jhb -marseille route at least 5 x year . I certainly will not be using klm again ... After all it only adds to the airfare to have to replace a bag each and everytime one flies with klm . Advise :use virgin over klm any day

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5:39 am EDT
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KLM Royal Dutch Airlines horrible customer service

My husband and I flew to Belgium for our wedding and decided to use my flying blue miles. We departed from Dubai via Amsterdam on Friday September 3rd 2010 and returned on Sunday September 5th 2010. Our wedding was on September 4th.
Needless to say the service provided by KLM ruined the whole trip. Thank you KLM for making me feel like a second class citizen because I had chosen to use my miles instead of paying a fare. Shame on me for being a loyal passenger instead of ponying up the cash.
Here's what happened.
We were seated in a row of 3. The plane was not full so we both took aisle seat. But alas, the comfort was reserved for paying customers and I was told (not asked, told) to go back to the middle as the aisle seat was for someone else. I thought someone was coming. A minute went by, then two. Then the woman sitting in the middle seat in front of me saw the empty aisle seat and asked the flight attendant if she could take it. "But of course!". I see. She could, but not me.
Later in the flight as I was sleeping they served the meal. The passenger behind me violently pushed my seat upright which woke me up. I looked behind me as he said something in Dutch. I turned to the flight attendant who didn't even flinched as she told me: "He needs space to eat". I told her I was sleeping. She just repeated he needed space. I guess he needed the space and comfort more than me.
A few hours later breakfast was served. How do we know? We were awoken by a putrid smell which we thought was the result of someone getting extremely air sick. No such thing, it was the eggs they served for breakfast.

I was glad to get off the flight.
We wed on Saturday and on Sunday dragged our feet back to the airport. At check in the young lady noticed we were on a short turnaround and asked us why. We explained about our wedding and she told us nicely she would put a note in the system about us being newlyweds and also give us front row seats so we could be comfortable adding that since the flight was not full we would get the three seats to ourselves.
In Amsterdam we eagerly boarded the plane. No one said congratulations though. We sat and were pleased with the legroom as my husband is very very tall. We both were in aisle seats. But shortly before take off, a cabin attendant arrived with a gentleman and proceeded to seat him between us. We explained we were newlyweds and perhaps she could sit him somewhere else? "No, I must accommodate this passenger so you sit in the middle" she told me. Thank you again KLM. The passenger in question wasn't pleased with the situation and spent the next 6 hours jabbing his sharp elbow in my rib cage hoping to get a reaction. I did not try to speak to the flight attendant as I knew they would just tell me as they had done on the previous flight that he needed his comfort.

I wrote to the airline. Here are some key responses: "
If some passengers decide to fully recline their seat then it is to be hoped that they will consider the effect on those behind them. Eating one's meal, enjoying a drink or working on a laptop can be uncomfortable without this consideration, and we are sorry that your fellow passenger had to push you forcefully.

We expect all passengers to show consideration in the cabin to all. Our crew will intervene in the event of a flight safety issue, however where flight safety is not put into question our actions can be limited.

Whenever possible, in order to resolve a situation, our cabin crew will offer an alternative seat in the same cabin. I regret to learn that this was not the case."

they did not offer any real apology for the rudeness of their staff and missed the point. For them it's ok if a passenger pushes your seat up. And wow, the flight attendant should have offered me another seat? You mean the one she declined me in the first place?

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questionss
, KP
Sep 09, 2010 3:21 am EDT
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I disagree with you. So what you're having wedding? you need the WHOLE WORLD to celebrate with you? In respect to the seating, it's by right KLM has the right to seat you where they deem fit. Anywaycomes mealtimes, it's only standard procedure that seats are to be in upright position (as a basic courtesy to others same fare paying customers on board the aircraft) well if you are so not happy with the free-miles-usage-and-they-give-me-such-attitude, go fly first class then if you could afford it using your millege or else better still, go fly with other airlines then :)) I am sure KLM and other fare paying passengers like me would be happy with less one passenger like you. Good day :))

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4:31 am EDT

KLM Royal Dutch Airlines I have been trying to purchase my ticket online for over an hour now

I’m pretty frustrated at the moment I have been trying to purchase my ticket online for over an hour now. First the web page informed me that my banking details were incorrect, this led to a long process with my bank which proved that all details were in fact correct and everything was 100% following this and another long wait in the automated telephone queuing system I spoke to an operator who has sent me an e-mail and a payment request from Air France, but the site has an security warning stating it is an invalid certificate, and that they are unable to validate my certificate because no record was found for the supplier?

I’m certainly not entering my credit card info on an insecure connection. How hard is it to book and pay for a ticket.

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7:21 am EDT
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KLM Royal Dutch Airlines fraud

please help me verify the fligt of Mr. Arron Poulster from london last june 28, 2010 from london to kuala lumpur flight number kl2754 then kuala lumpur to manila kl0803. i just wannaif the flight is comfirmed and mr arron is already on the flight. he is my fiance and according to him he is hold in kuala lumpur immigration office becaause of some problems. please kindly help him.. i am ms. aileen abando from the philippines his fiancee... an d someone from your airlines take a fraud rom me because they ask to sent money to help my fiance. i sent 200 usd to the name of Max Samuel Powell who will assist arron for legal documents... please help verify if this is true... if not i'm asking your legal action regarding this matter.because smeone in your workers do this kind of fraud... this also the number of person who contact me... +[protected]... then address of max manuel powell---kuala lumpur international airport jalan klias3 southern support zone 6400, kuala lumpur...
thank you so much! i'll wait for your reply!
Auleen m. abando
my number +[protected]

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yusufu mohammed
, MY
Dec 21, 2012 2:27 am EST

i Disagree with this comment this is a hospital in malaysia i have check it on the board of company register

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JacquiI
, ZA
Dec 15, 2012 4:38 am EST
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I have a feeling that I am being scammed. I am concerned that this can be a scam or it could be that someone is in hospital.
Can someone please assist.

Dear Madam

Thank very much for your email Due to the treatment of Mr Malcolm Willoughby and he need more treatment the Dr and management of the Hospital have decided that before more treatment can commence that we need the sun of $1500 USD (ONE THOUSAND DOLLARS) plese we wait to hear from you so that we can procedd with the treatment your Urgent reply will be appreciateed thanks very much

Regards
Pavandeep

Dear Madam
Thanks for your Update

On Fri, 14 Dec 2012 09:16:02 +0000, Jacqui Isaacs wrote:
Hi Dr

You can proceed with the treatment.

From: pavandeepsmith@asiacolumbian.com [mailto:pavandeepsmith@asiacolumbian.com]
Sent: Friday, December 14, 2012 11:11 AM
To: Jacqui Isaacs
Subject: Re: Urgent reply

Thank you very much Madam i just talk with Dr Yuli Susanti Mohd Nasir he told me that Mr Malcolm Willoughby is very sick and he need specil attetion and we will like to get permmision from you so that he can commence with the other treatment we hope to hear from you have a nice day

Regard
Dr Pavandeep

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JacquiI
, ZA
Dec 15, 2012 4:35 am EST
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Dr Yuli Susanti Mohd Nasir is there such a doctor in Malaysia. Can someone advise me.

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Miss Mac
Manchester, GB
Nov 24, 2012 3:31 pm EST

I too was scammed by a man named Carl Woodhouse (not sure if the name was fake as I found out the picture he posted on the website was that of someone by the name of Clint Maki) but he pretended to be a spillage engineer and said he was at work in the Atlantic Ocean an need money to be sent for his daughter's school fee in Malaysia. I stupidly sent 4, 757.12 ringgit to a Geetha A P Ganesen whom he said was the child's grandmother. He then told me that he was in Malaysia to get his work items before going to China on a 10 days job, however, he was unable to use his American Express card and needed more money to pay for the hotel, again I sent him 949.43 ringgit to Yuli Susanti Binti Mohd Nasir. I asked him why the money was not being paid direct to him and he said that because the hotel had his passport he was unable to collect it. He then asked for another 1, 423.91 ringgit which I sent to Usman Saliu as he said this was all he needed in order to collect his things from the hotel and would pay me back as soon as he came to UK as he was suppose to be flying into England on 20/11/12 via KLM Business Class. He never arrived and I will never see my money again. The telephone number he contacted me on were +[protected] and +[protected]. Please if this person contact you do not entertain him as he's a scammer.

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Ros3
, US
Sep 06, 2012 4:56 am EDT
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Hi All,

The one that you say your fiance, boy friend etc must be some one that you know only online, they are scammer, I have been related to one of them, but luckily I am suzpicious and search about this, and found out that a lot of people has been cheated, i did not give even a cent, I am lucky, but they almost get me, be careful!

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analiza olanka
, JP
Nov 20, 2011 5:04 pm EST
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hello, i want to know if its true dr.walter paul david is arriving in malaysia on november 19. 2011.. becoz he told me all her baggage was confiscated of malaysian costum.. and he asking me to help for her penalty about 15, 000 usd.. the total amount of her penalty is 45000 usd.. and the UK man hook edward is trying to help him. . but im wondering if its true..

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klairung palahan
, TH
Nov 02, 2011 4:06 am EDT
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Hi sir, miss, I'm from Thailand my name is Clarine palawan i have got a call from this no. +[protected] he said he arrest my boyfriend name Mr. Roland Johnson from London because he took lots of money to Malaysia, and he said i must pay money to help him to get free from launder system in the court, and i believe him because my boyfriend told me he have permission paper to take in money to Malaysia but the immigration stop him because is against immigration low, and I'm so fooled believe them and transfer money by Western union to them in the name of Mr. abdullah naseem this guy he said he is the boss in immigration kuala lumpur airport, i not hope to get money back but i want your immigration office know have the group of thieves. use your office to make money from people. and all this no. they use to connect me . +[protected], +[protected] +[protected], please check name of this three UK, man, Roland Johnson kelvin Johnson and Andrew smith all of them from London and they said they working in oil shell company in Malaysia, thank you for a chance for the people that have been a victims from the group of thieves can give a request, best regards

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chaba
, TH
Mar 06, 2011 7:39 am EST
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very good .A man in UK told me he would send me a Valentines gift but he said he could do it.Good luck for me .

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Leeoj
, PH
Jul 30, 2010 10:03 pm EDT

Hi! I met someone online named Robert Edward, and surprisingly he send me a parcel containing a wrist watch, necklace, rose flower & a sum of 4, 500 pounds, and he said as per inquiry that the parcel will arrive in 3-4 days. One day, i receive a call from a lady in malaysia with the malaysian telephone number appeared on my fone. He said that the parcel has been held due to the sender has violated the courier rules, and i have to pay 1500 ringgit which i paid in the thought that i would be receiving it & dispatch it immediately, This courier asked me to locate a western union and send it to MAX SAMUEL POWELL, after that their asking for another charges which makes me doubt and decided to search about parcel in google, which directs me to see complaints about parcel scam from malaysia, and have read the same stories of other people.

SO, this has been a lesson learned, and dont be like me who was carried away by someone, the only thing that makes me believe this is that, they use hi-tech activity, even the website for tracking the parcel and the website of the courier is existing and realistic.

Im trying to search this MAX SAMUEL POWELL, not sure if his in the UK or if he is in malaysia as the money was sent to malaysai, he might have using a lot of names and using fake ID's, i will forward this issue too to United Kingdom government website as a lot of scammers has connections to people from the UK, also they have been using other people in Philippines to pretend that they are the accounts officer handling the case of the parcel being held. SO, if you are same nationality and your parcel is held in another country, u wont doubt right away as these people sounded very concern to you talking in your own language.

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7:29 pm EST
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KLM Royal Dutch Airlines baggage damaged

Iam a KLM passenger dated Feb.28, 2010 from flight Amsterdam via Manila I and my companion was informed that our baggage was delayed on that day. So i was able to pick up the delayed baggage on the following day and when i came home i just noticed that my check in baggage was broke already, please sir, do something about this problem that it will not happend again to the other passengers so that we won't lose our trust to your company. Thank You!

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samen zendehrooh
newcastle, GB
Apr 05, 2010 5:56 am EDT

i am a passenger from newcastle to amsterdam then to iran on 25th march, we arrived at our destination late at knight so when we got of we went straight to north of iran, which is really far from the airport, i arrived and the next day when i got there, i came to open my luggage and i saw that your workers have broken the keys of my luggage and took stuff out it, know when i think about it yous have took alot of stuff out of it. when i contact your office yous told me to call yous on saurday, because everywhere was closed for the new year, when i called on saturday and sunday nobody answered and on monday i called someone answered and they said you called to late, so what should i do, this is wasting my holiday so could you please do something about this, because am here only for a month and i cant keep on complaining and noone will answer.
my number is:[protected] - this is in iran.
my number is:[protected] - this is in england my daughter can answer.
my booking code is: Z76QXZ.
my email address is: mojdehgharib@yahoo.co.uk
please could you answer us as soon as possible.
your sincerly
mojdeh gharib.

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11:32 am EST
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KLM Royal Dutch Airlines not respect

I would like to complain about the awful behave and luck of service we had from KLM and it’s people in Amsterdam airport.
We should travel from Oslo to Athens trough Amsterdam and we had a delay in the flight from Oslo but when we arrive in Amsterdam we had 25 minutes to reach the plane to Athens but they said that we couldn’t take the flight because they didn’t have time to load our baggage. Then they said to us that we were going to take the next KLM flight to Athens 12 hours later.
We where 3 persons and 1 child 3 years old we said that we couldn’t wait so long with a child and they should help us do something like to take next plane to Athens or at least to give us a hotel room. The only thing we were taking as an answer is that the company’s rules didn’t allow something like that! And that was nothing we could do than to wait.
Easy to say with a small one without her milk (she is drinking a special milk because of stomach problems) and in an expensive airport that one bottle of water cost 3€ for so long.
We try lot of times to have some help but there was not even interest to help us at least for the child!
And we are not finish there! When we arrived in Athens the baggage was lost! (The funny is that they were the reason that we left in Amsterdam!). And in Athens we had very bad behave and service from the KLM office that we went to look after the baggage and not only we but about 20-30 people in that flight. All that had result to leave form Athens airport about 2-3 am and with 4 suitcases lost. They fund 2 now until I’m writing but 1 of them has very important staff for work and the Childs medication. So with all this trip took almost 24 hours from Oslo to Athens!

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carobgh
, BE
Mar 01, 2012 12:39 pm EST

On KLM.com they charge you a 10 euros booking fees. On airfrance.be you can book the same flights, same dates, same time, etc but with no 10 euros booking fees. This is the same company so why different rates for the same destination, dates, flights, etc according if you book on airfrance.fr, aifrance.be or klm.com? KLM rip you off and is not worth it. Are we so different from a country to another?

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1:21 pm EST
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KLM Royal Dutch Airlines double charging

myself and my partner decided to book a weekend away to amsterdam as a second honeymoon but now im begining to wish i hadn't
it started fine on the klm website booking our flights until we got near the end and the website froze convieniently after it had got payment details. so i checked my online banking to find that the payment had been made upon wich we contacted klm to be told that the booking was cancelled we reported that they had my payment but they denied it i however recieved a confirmation email to state that my booking was confirmed for the 5th march 2010 we again phone klm to tell them again we were told that the booking was cancelled because we did not complete the online bookingthey again told us to disregard the email and that no money had been transfered so after banging my head on a brick wall for over an hour i left it at that 3 days later the money was back in my account so i thought the matter was closed ..
my partner and me really wanted to go to amsterdam so we decided to try again and booked the flights online without incident we were overjoyed that we sucseeded in booking our flights we recieved the cofirmation email and our e tickets no problems ... we were glad that we managed to get our flights cheaoer the second time £295.80 a difference of 48 pounds we thought great ...
however 2 days later klm decided to take the original booking payment of £343.80 from my accountwhen we phone to complain we were told that they would refund the lesser payment of £295.80 back to me but it would take up to 3-4 weeks wich is a joke .
after being on the phone to klm for over 4 hours i decided to ask for compensation from them for all the hassle as they admit it was there fault and was told i would have to speak to customer care dept.upon requesting the number as it is not listed anywhere i was told that there was not one ...i thought that was a bit strange a company the size of klm not having a customer service phone line so i asked the women i spoke to at reservations how to contact them they said i would have to write an email again i asked her how its possible to have an email address but no phone service she couldn't comment on klms technical department so to sum up i have been told i will get a refund of the lesser amount but it will take 3-4 weeks..and if i want anysort of compensation i would have to talk to customer services wich does not exist ...so beware of klm they are a bunch of con men who just want to take your money there service is appauling they customer services is non existent the staff at reservations are as freindly as an angry warthog i am most displeased with klm and will never again fly with them so beware ...

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AirlineCustomerCareManager
AirlineCustomerCareManager
New York, US
Feb 11, 2010 9:57 pm EST

More and more airlines are relying on email to handle customer complaints - not only KLM. Don't expect to get anything once you get a response though - there are no "damages" here. I will agree with you though; something sounds very off here. Have KLM explain to you in writing how they figure they can reinstate a booking once they have told you it is canceled.

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5:47 am EST
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KLM Royal Dutch Airlines flight overbooked

Overbooked Flight
Flight details: Dec. 19th London - Amsterdam KL1018. Departure: 14:50 - Arrival 17:10
Connecting flight: Dec. 19th Amsterdam - Seoul KL 0865 Departure: 18:00 - Arrival 12:25 December 20th.

A very good friend of mine was due to fly out to Seoul from London (via Amsterdam) for my wedding in December, and although he got there (just in time) thanks to KLM it took him over 60 hours to get there.
There were no problems with his flight from London to Amsterdam, but when he tried to transfer at Amsterdam they told him that they'd overbooked his flight and that he'd have to take the next one (the following day). My friend informed them that this would mean he would miss his connecting flight from Seoul to Fukuoka, and they nonchalantly replied that he would make it in time; he didn't which meant that his return ticket (from Seoul to Fukuoka) was automatically cancelled as he didn't make the outbound flight, he also had to pay out again to get another flight to Fukuoka.
He was quite annoyed because when he originally tried to check in for his connecting flight (while in London/Heathrow) he couldn't, a member of staff was also dumbfounded as to why he couldn't do this, but after arriving in Amsterdam it became obvious. KLM knew all along that his flight was overbooked, and they could have put him on a different plane (while in London) which would have got him to Seoul in time for his connecting flight. Instead they said nothing until he had got to Amsterdam, he then spent the next 24 hours frantically trying to reach a senior member of KLM's staff, only to be told that they were all on holiday as it was Saturday night.
My advice to anyone reading this is be very careful if you've booked with KLM.

Mr. M. Donnellan

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12:36 pm EST
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KLM Royal Dutch Airlines cancelled flight/lost baggage

After an 11 hour flight from South Korea and a one hour stop over in Amsterdam I boarded my connecting flight to Manchester on 23rd December 2009. As we approached Manchester we were informed by the captain that the airport was closed due to snow and we were turning back to Amsterdam. On arrival - around 11pm - we were told that accommodation had been arranged for the night and alternative flights would be arranged for the following day. At this point everything seemed under control.

I, along with the many other passengers, had to queue for our hotel vouchers. By this time it was close to midnight. I was told to get the free bus to the hotel and be back at the airport by 7am to try to arrange a flight to Manchester. Once again I was in a queue, not quite far ahead enough to catch the first bus. We waited for another half hour in the freezing cold for the second bus to arrive. It was close to 1am by the time I checked into the hotel. On talking to other stranded passengers I found that many had already called the airport and taken the few available flights left on Christmas Eve. I called and was told my best bet was to get to the airport early. By this time it was 2am local time and I had been travelling, without sleep, for 24 hours.

At the airport I was offered a choice of two flights - one via Paris which would arrive in Manchester at 6pm - just as the last train to my final destination was leaving, or via Heathrow with a 6 hour layover which would arrive at 4:30pm. I opted for the latter, spent a further day without sleep at Heathrow, sat on a stationary BMI plane for an hour because they had the wrong equipment for loading baggage and finally arrived in Manchester just before my train departed. My luggage did not arrive with me and as of today, January 6th, has still not been delivered. I now have a new suitcase, clothes, toiletries and other essentials to take me through the remainder of my holiday and am no longer in England. Even if the case is returned to me somehow, somewhere, I will exceed my luggage allowance for the return journey. The Christmas gifts I took for my family are still in the missing case - if it does turn up do I have them returned to Korea or do I send the case and gifts to England and leave my clothes and toiletries there? The woman at the baggage helpline only wanted an address to deliver the bag to, with no consideration for the additional problems that such late delivery will cause.

So far KLM have replied to my email denying any responsibility as the initial delay was caused by snow. The baggage problem they have off-loaded onto BMI who can only tell me that they are sorry but they are unable to contact their couriers and but assured me that my suitcase was now in Manchester, then Liverpool, then Warrington -- still hours from where I was staying.

I am simply flabbergasted by such incredible incompetence, lack of interest in customer concerns and the difficulties in speaking to anyone with any authority to deal with my situation. I have a list of at least ten phone numbers which I have been asked to call to chase my suitcase or complain about the situation. I am not looking forward to the return journey and sincerely hope my new suitcase and new clothes and other goods won't go the way of my old one. The cost of replacing all my possessions, plus money spent on food and drinks in the wasted hours, internet and telephone costs while in transit have yet to be calculated but amount to more than I would have paid for a worthwhile airline.

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Robbo
Wrexham, GB
Jan 14, 2010 10:44 am EST

Same problem for me - flew in to Manhester after being diverted to Amsterdam from Los Angeles.
The comment above saying Weather is Weather seems to be missing the point - nobody condemns KLM for cancelling flights, the issue is the amount of luggage they have lost and the fact that they are rude, unhelpful and completely incompetetent when you speak to them.

My luggage has been missing for over a week, I have called numerous times and after an hour the line cuts me off. I have been to Manchetser Airport - they say it's not their problem.

I just want my belongings, not compensation, not even an apology. Just someone to make me feel that they care and that all is being done to find my suitcase. Instead I have been lied to, told that my case was in Manchester (it wasn't - I drove 100 miles there to be advised this wasn't true).

I am disgusted by KLM's attitude to customers that have issues with lost baggage.

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rowbubble
, GB
Jan 11, 2010 10:59 am EST

oh tell me bout it...
i came home 4 days ago from china, and my plane was delayed from china to amsterdam. when we arrived at holland, i had to run to my flight to edinburgh. they then told me on arrival that they didnt have time to transfer my luggage onto the edinburgh plane. fair enough.
the nice lady took my address, and said itd arrive the next morning. it didnt come. the next day i phoned and was told my luggage was in newcastle! then the next day was told itd arrived into edinburgh. drove to the airport, where this stingy man told me it hadnt arrived and didnt know where it was, before walking away!

4 days later... i am about to go crazy... i need my pyjamas, clothes, tolietries, makeup, and my 200pounds of stuff i bought in china!

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gbmarc
, US
Jan 08, 2010 2:57 am EST

Get a clue - KLM can't control the weather - if an airport is shut down, not much that can be done. It's a risk we all take when flying, using a train (The chunnel was also shutdown for several days), or driving a car. WEATHER IS WEATHER - this was a once in a 100 year storm...

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Sara Don
, AE
Jan 06, 2010 11:44 pm EST

You are in the exact same situation as I am! I am so so angry and frustrated with KLM just because of the lack of communication, and when I say lack, I mean I have not had a single email, phone call, text, 'message in a bottle' or 'pigeon carrier'! I have not heard anything from them and next tuesday will be 21 days since they lost my bag! Will I EVER hear from them I wonder?!
I flew from Dubai to Amsterdam on December 22nd with KLM and expected my journey to carry on to Manchester on the same date. However when I arrived to Amsterdam, they advised the Manchester flight had been cancelled, after queueing for over 2 hours, we eventually got ourselves onto a flight to Birmingham but only because we were pro active and physically asked one of the duty managers that were milling about at the time! If we had not done that, we would probably still be in the queue!
When we arrived to Birmingham, no bags arrived. We filled in the missing bag report...(whilst we were doing this the woman on the desk decided that it was an appropriate time to start being jolly and kept calling us "poor kittens'! It was at this point I walked away and cried! We then headed home with my husbands parents who kindly came all the way to Birmingham to pick us up. We were only in the UK for 1 week, my husband received his bag back the day before we flew back to Dubai, what a great help that was! We then had to worry over the excess baggage that Emirates may of charged us if all the new clothes we had bought for our stay, along with the christmas presents we had received and then the additional suitcase we got back 1 day before coming home had tipped our baggage allowance over the limit! Fortunately this was not the case!
After numerous emails, phone calls, and left messages on the KLM lost baggage message machine (KLM only allow you to hold for 1 minute before cutting you off!) we are still non the wiser as to the wherabouts of my case.
I have researched our rights with regards to lost cases where the airline are at fault and due to the 'Montreal convention' they are only legally allowed to compensate up to 800 UK pounds! I can assure that my case and i am sure nearly every other passengers case all over the world will always amount to much more than 800 UK pounds!
I am now in the process of demanding (via Email!) that KLM fly me free of charge back to Amsterdam, Birmingham and Manchester to search through the unidentified luggage myself. However if they do agree to this, I can assure that non of my luggage will be travelling in the 'hold' of the KLM aircraft this time!

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4:52 pm EST
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KLM Royal Dutch Airlines items missing from baggage

I Traveled from JFK NY to New Delhi and their 2 baggage were missing when they reached Delhi Airport.
Baggages were sent back to home next day but the some of the items were missing from the it.
I filed FIR (FIR # 26954) at KLM counter.

I have the receipts of the missing items and KLM PIR (Property Irregularity Report).

FIR # 26954
date 10/12/2009

Name - VishwBandhu Bhatia

TKT NO. [protected]
FLIGHT NO. KL0871

I contacted several times to klm and nwa but no response.

The items we lost were costly gifts and Marriage clothes.
Please respond and do the needful.
The items we lost were costly gifts and Marriage clothes.
those were the precious gifts for us.

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Jule4
Norwich, GB
Jun 24, 2022 11:55 pm EDT
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Hi,

I have sent numerous emails to contactus@klm.com but no response.

I have also tried communication via their WhatsApp but no success.

I traveled from Norwich to Lagos Nigeria on the 18/06/2022. Unfortunately the only bag I traveled with did not arrive Lagos ( kKL1516/KL0587 and bag -[protected] for Mrs. M. Shiyanbola). The sign of hope was that before I arrive the airline has identified that my baggage was located at a station and had typed my name along with others that were experiencing the same. I was assured by the help desk attendant that the baggage would be delivered to my address in Sapele in a couple of days as I had booked a flight to leave Lagos for warri the next day. This is day 6 no baggage delivered, no updates, phone not answered. I am in Nigeria for my dad's funeral and I had lots of valuables in my bag that I had planned to used for the ceremony. Unfortunately the funeral took place yesterday and I only have 3day left to be in Nigeria.

I understand that this is a busy period for airlines however it would be great if you can at least upgrade your customers service to respond to emails or call your customers who you have unintentionally placed in a destressing situation. I have incurred unforseen cost and I have not been able to properly carry out the function that I have traveled for. I am positive and still pray and hope that my baggage arrives before I leave for the UK.

Any update at all would bring a bit of peace as the silent makes me feel that my situation is not acknowledged.

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KLM Royal Dutch Airlines delayed damaged luggage and stolen property

I took a flight from Amsterdam to Chicago on the 28 of November 2009. Flight number KL611. My luggage did not arrive until the 29 of November. When I received my luggage, it was damaged and It was missing some of the contents, and there was damage to a object. Missing is one Samsung cell phone, One leather belt. And damage to a picture and frame. I have complained to KLM, I have had no response. This is the second time in three months that my luggage has been a day late! I think that I deserve better than this! I think I should find a new airline to fly with in the future. Thank you, Customer R.F.LeFevers Jr.

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KLM Royal Dutch Airlines terrible customer service and not protecting passenger privacy

My husband and I are going through VERY nasty divorce proceedings. My lawyer says that this is the worst he has seen in his 25 years of practice We currently live in Curacao. (that is the background so you will understand the rest of the story.)

I booked a ticket through KLM in Curacao and departed from Curacao to Amsterdam on the 29th September. My husband (through his contacts) found out my BOOKING REFERENCE CODE from a KLM employee - he boasted in telling me this. By the way - he is a lawyer and this is highly illegal for KLM staff. On the night of my flight, he called me and threatened me on the phone, saying he knew that I was flying with KLM that evening and he knew exactly when I was coming back.

The next day, my husband and his mistress flew business class to The Netherlands together. My husband STOLE 100, 000 Flying Blue miles from our son - I mean the guy is a lawyer and can afford to pay for a ticket. With our son's points he upgraded himself and his mistress. My 9 year old son was so upset when he found out.

With this booking reference number, my husband is able to track down when I am coming back to Curacao - even though I explicitly had informed KLM to make a note NOT to give out any information if anyone had asked. Last week (my son was with him), he received a telephone call from a woman (my son heard a woman on the other end) who informed him that I was coming back on Saturday (as I just changed my flight.) When he spoke to her, he said in Dutch, "Okay, she is arriving this coming Saturday. Thank you."

Flying Blue contacted me and said they would work something out regarding the 1000, 000 points, but did NOTHING about this. According to Flying Blue rules - the legal custodian"s" must give permission for these points to be taken. I am also a legal custodian, but did not authorise this.

My husband has given his mistress permission to get into our apartment in Amsterdam where we have a lot of personal belongings and a collection of inventory. She knows exactly when I am flying back and my husband keeps calling me and telling me this.

I raised the privacy issue with KLM Customer service and also spoke to the Schiphol Police regarding this. I gave them the names of my husband and his girlfriend and informed them of what had occurred. I also gave them the name of the woman at Curacao Airport who was very friendly with my husband and wanted them to look into this.

In the meantime, I do not want the mistress to come to the apartment, nor do I want my husband to know when I am coming back. He is very nasty and told me that he had the power to have me arrested at the airport (for nothing might I add, but he is a lawyer and can exercise his power quite freely over there.) So I have changed my ticket 5 times already - each time incurring a US $100 fee. My lawyers have written to the prosecutor in Curacao in order to protect me, but I am constantly being bullied, receiving calls and threats from my husband since I arrived to Amsterdam.

I requested KLM customer service to please assist me - that I was being bullied and telephoned by my husband and I needed some help - either by the Schiphol Police or by KLM. KLM refused saying I had no proof of my allegations - isn't that the job of security? Furthermore, the (lack of) customer service manager said I could not receive a refund on my US $100 changing fee, which is now up to US $500 and that KLM could not change my booking reference number (for my privacy and safety.) So my husband is doing something ILLEGAL, getting away with it and furthermore, KLM is assisting him by not doing anything about this.

I am now forfeiting my KLM ticket and flying via via via another airline, country, etc - anything to avoid flying KLM with their terrible service and attitude. Also I do not want my husband to keep calling me and informing me that he knows when am coming back and that he was going to do something to me.

This is the last letter I received from customer service at KLM, "For all your new inquiries I advise you to contact them (security) directly, you have the number already. I can not do anything more for you and I will not reply any more to your e-mails." ... I had sent her 3 emails by the way. GREAT service - NOT.

Where is justice? KLM is an airline that does not really care about the privacy of their passengers.

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complan pal
, AE
Nov 08, 2009 8:54 am EST

Hi, you have been presistent but not smart.

1. You should have bought a 20 $ Mobile phone call recording on your mobile phone to record all the threatening by your husband.
2. if you are aready having a nasty divorce proceedings what prevented in going to police immediately on his threatening .
3. Your lawyer seems to be newbie who could not advise how to handle a very small case like this. Change your lawyer to a smarter one.
4. Since your husband also knows the password for Flying Blue reward site, and you never bothered to change that to a new one., he used it to transfer to his Keep. Airline does not bother as long as the correct password is used by anyone.

If somebody plays with you foul play, play in the same way, but use smart advice. It seems you donot have any good advisor. File a case againt KLM with evidences in the Consumer court, but with acceptable evidences . Ask for compensation and punitive damages from the Air lines.

A Friend on the Net.
JP

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KLM Royal Dutch Airlines free hotel

To whom it concern, I would like to tell you of my experience when flying with klm to houstonon transit to belize. We arrived in houston (George bush airport) to be met with very long immigration lines, we only had 1hour and 30 mins to get through the lines and collect our bags and check in and go through customs and get tour next flight. I unfortuatly filled out my esta wrong so got taken into immigration and question but later relaised (30mins later) to which we missed our flight. Im not blaming your company for my mistake that was off my own mistake, but what follows is why im emailing you. We went to klm checkin desk to try and get another flight and we did the next day which we appreciated very much but with 2 children and a young adult and my self it was very horrible experience. I asked them to help me find some where close to stay as I do not know the country and the gentelman behinde the desk kindly issued me with a hotel voucher (americans best value hotel) to stay, I went to the shuttel desk which the person who issued the voucher said I would get a free bus to, the man behinde the desk said they dont do shuttels to I asked can I get a taxi he said yes whats the address gave him the voucher and he looked at it phoned them for me. I got the address and away I went to the hotel when we all arrived very tired hungry and hot and 62 dollars to get there to find out that wasent the hotel I was very very mad. I then asked the lady behinde the desk if she could help me find it I phone the hotel help line and they gave me the address and away we went again 50 dollars this time to get there. Then next morning the owner said he dosent deal with urselfs but it was his mistake for letting us stay. So then I had to get to the airport taxi 54 dollars. It was avery expensive experience that I didnt need with young children and would like some compensation for. I have recipts if you which to look athem unfortunatly they are bigger the 2m so I can send them to you. Thank you for listing to my complain a hope to here back from you.

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KLM Royal Dutch Airlines least child friendly?

I was traveling from Portland Oregon to Istanbul, Turkey with an Amsterdam connection with my three year old son. My son did great on the Portland - Amsterdam trip, earning compliments from the flight attendants in the PDX flight. However, after nine hours of flight and two hours of wait for the connection, he started to act like a three year old. He fell asleep in his stroller, woke up when boarding, and started crying. I was trying to carry my carry-on bags, deal with the stroller and help my son go inside. The flight attendant greeting passengers into the plane had two questions for me: 1) What is wrong with him? and 2) Are you going to be able to get him under control?

Are you kidding me? People with no kids and no empathy are ending up as flight attendants. You can ask something like "Can I get him anything?" without insulting the kid and the parent at the same time. Needless to say, my son calmed down once we sat down, but I was grouchy the entire trip.

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KLM Royal Dutch Airlines problem with airline tickets

KLM airlines stay FAR AWAY!

If you dont want to go through problems dont use this stupid airline.
I paid for a ticket online for my wife and the transaction went through succesfull as per
E -mial from them and accourding to my bank statement. my wife flew to South America and a week later she was to return they told her this was FRUAD and the ticket is cancelled!

I called them many times and no one could help me all they told me was that i should pay again! they never told me where my money is they don't know? what the hell?
I have all the proof i paid and they can't tell me what went wrong or have any proof to tell me or show me they never recieved it!
Im at the moment in Limbo cause my bank said we paid them and they say ..uh there is nothing we can do ! BUY ANOTHER TICKET!

I am so outraged cause that was the best thing they could give me?

I call and call i always get put on hold ofr long long periods! no one calls me back or e mails me!?
where do i go now! where is my Money and how the hell am i gettng my wife back to london the tickets are so pricey?

I will never never never never use this airline again and i will be telling everyone ofr as long as i can that they should never use this airline!
I want my money back and i wat them to get my wife back here in London!

They have terrible after service and just want your money dont trust them! thieves!

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KLM Royal Dutch Airlines loss of baggage

i flew on your airline from accra, ghana, through amsterdam to detriot then to ohare chicago on the 1st of august 2009.On arrival at detriot i could not find my baggage and so i reported it to the airlines staff.they told me the baggage would be a little late so i should report it when i get to ohare international airport!up till date only one of my baggages has beeen delieverd to me!the other one is still missing.i've only 2weeks left in this country so i need my baggage back!get back to me as soon as possible, thank you!

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KLM Royal Dutch Airlines terrible experience with klm

My name is Diana Moreno Averhoff, and I'd like some guide on an issue occurred in Panama, August 5th of the present year with KLM airlines.

My itinerary was Costa Rica - Panama - Amsterdam - Stockholm. Once I arrived in Panama, my flight with Copa Airlines was a little bit late, however we were quickly located on the gate to take the flight to Amsterdam operated by KLM.

Some questions were made to me, for example where in Sweden I was going, my relationship with the person waiting for me, to which I replied it was a citizen of Sweden and a friend, and they kept on asking if that person was 'only my friend' which I didn't find relevant to answer, and since when I knew him. As long s I'm concerned, that information must be asked once I am on the UE and if it was in Panama it had to be asked by some migratory entity, not the airline itself.

They asked me for an invitation letter, which I had, and they said it was nothing without the copy of the passport of the person who was invited me.
Also asked me how much money I had. As long as I'm concerned a minimum of 520 Euros is asked, I had more than that amount but they never counted my money and didn't show any interest on helping me. When they insisted I didn't have enough money, I told them I could contact my family if they allowed me so I could get a transfer to my international debit card and once they did (less than 5 minutes) I could show them the funds they were asking for. They denied the help and a phone call.

I understand the requirements to travel to the UE, however they treated me bad, disrespectfully, even laughing and making jokes while I patiently was waiting for some answer and politely answer to all their questions. In your website there's a section where you can enter your origin country, connection country and final destnation and the requirements for the trip are listed. If I enter such information what I get is:

Passport required.
- Passport and/or passport replacing documents must be valid
on arrival.

Visa required, except for A max. stay of 3 months:
- for nationals of Costa Rica;

Additional Information:

- Visitors must hold visible means of support and need to hold
required documents (i.e., passport and where required, a
visa) for return or onward journey.

I had all the documents required with me, but even like that, they denied me to take my flight to Amsterdam. That was at 8:05 pm and they didn't provide me any information, an employee came with an offer of some hotel, they didn't even say they would cover the transportation, and said I had to pay for the hotel, which to my opinion, was not a thing I had to pay for, since I was traveling with all I needed. They denied everything that they could help me with, including to provide me with a fax number or an email where my contact in Sweden could send the scanned copy of their passport that they were requiring from me.

They blamed the other airline when I replied it wasn't my whole fault what was happening, and told me that next day I had to talk to Information on the airport at 7 am, and they said their shift was over, I had to look for them on a coffee shop because they left me sitting on the waiting room without saying anything to me. Told me they would be back next day at 2 pm but that I could find personnel at the airport around 10 am, which wasn't true, since next day I asked and I got informed that they were there around 6pm, because they only operated the Amsterdam flight.

I asked for some written document if they wanted to send me back to my country, to specify the reason why, they said there was nothing they could do if I didn't know about the rules to enter the UE, to which I replied I had knowledge of them, one of the ladies asked me very impolitely if this was my first travel.
They all were very rude to me, and I don't understand, if I am a customer on that airline, at least I deserve a concrete explanation and a little bit of help, because after all I'm the person paying for their services.

They knew my ticket was non refundable or subject to changes, however they told me I could fly next day if I had all that they asked me for, I don't understand why they lied to me. I got that information when I called the KLM offices in Panama, a lady tried to help me but said that my ticket was blocked with a note saying that I had incomplete documentation. I was stuck for 24 hours to hear that in the end. And the day before they even had taken my boarding pass and told me to go sleep to a hotel, knowing if they had my boarding pass it means I'm not able to come back to the airport later, however, an officer got my boarding pass back and gave it to me. I didn't have any idea of where my baggage was, they didn't help me at all.

I'm very disappointed, because after all I had to pass through on a country which wasn't mine, under their "rule" saying I had to pay $250 for staying in Panama because of their fault which in the end I found out I didn't have to pay, I came back to my country thanks to the help of Copa Airlines, they didn't charge any fee to me because they said I had a ticket back for August 20th and I was able to use it to come back on that day.
When I came to my country I discovered that KLM in Panama said that the reason I couldn't travel was because I didn't have a ticket back, which was an absolute lie. Since I had my ticket with me and I still have it here as a proof I acquired a round trip.

I expect an answer from them, because I believe I have been victim of an abuse from part of the personnel of their airline. They promote on their website that
"Compensation for flight disruptions and denied boarding: at KLM, we pride ourselves on providing a punctual, reliable service to all our passengers. If your flight is overbooked, canceled or delayed, you may be entitled to compensation"
So I hope I can get a prompt answer to my very bad experience, because I know they are a big airline and they should also give their customers support.

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Piet KLM
, CH
Feb 05, 2010 6:28 pm EST

KLM is one big disaster! And it is getting worse and worse, they all behave like nothing is wrong. It is increadible. This one used to be one of the best airlines!

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KLM Royal Dutch Airlines gross incompetence

On a recent flight to Cyprus, flown by KLM to Prague and then Czech Airlines to Cyprus, my partner's ticket was checked by the KLM people before boarding. only later to be sent back to Holland because the Czech Airlines stewardess in Prague, the official partners of KLM by the way, said she couldn't read the Dutch on his official papers (he is a foreigner, staying legally in The Netherlands with all the correct papers for it).

KLM have done absolutely nothing about it, saying that they have contracts with their partners making them responsible for dealing with claims. All very cute: take the money, and when things go wrong, leave the customer stranded.

Needless to say, Czech Airlines have not even had the decently to respond to anything I sent. Czech Airlines has always been known in Europe as a third rate airline, but as a regular KLM passenger, I am extremely disappointed with KLM. Now that they need money, they are making everyone a partner, but beware when things go wrong because you will be stuck with the results.

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Update by Tadeyev
Mar 15, 2010 8:44 am EDT

Alas it is not only Czech Airlines; I find it even worse that KLM sell you a KLM ticket, make you fly Czech Airlines, then leave you in the dump when something goes wrong.
Had similar problems, I paid KLM for the flight, not Czech Airlnes and was told to contact them when there was trouble.
No answers, nothing.
Avoid Czech Airlines at any cost is my concurring advice with this post above.

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Bikinggirl
Nahant, US
Oct 31, 2013 10:09 am EDT

I flew on Czech Airlines back in June. My bag was lost. The airline promised they would call the next day to give me the status of the bag. They never did. Seeing that I was traveling, I had to call from my hotel (phone costs are expensive!). It took Czech Airlines 5 days...FIVE DAY!...to locate and return my bag. When I submitted receipts for the items I had to buy, they dedicted the costs for the phone calls I had to make to them and then charged me an additional $20 to return my money to me! I emailed the more than 10 times about this issue and keep getting, "Sorry, but our bank charges us $20 to pay you electronically, so we pass that cost along to you, and we don't reimurse phone calls that you had to pay for even through we were incompetent and did not call you as promised". So frustrating. If you fly Czech Arilines, never check a bag. I basically had to pay $40 of my own money to get my luggage returned to me 5 days after my flight. Customer satisfaction is not a priority for them.

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MHDYASSIN ALNAJJAR
, SY
Jan 10, 2011 10:55 am EST
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We enclose acopy of the complaint we send to your damascus office [protected] un fortunatly we have not reseived any reply
kindly check the inclosed complaint and let us have your reply soonest possible
regards
yassin najjar

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Venom80
, CY
Oct 08, 2010 1:33 pm EDT
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I am also very disappointed with Czech airlines. Last April (2010) me and my boyfriend saw an offer on the internet for flights to Prague so thought it was a great opportunity for our dream summer holiday. We went online and tryed to book seats but had some trouble there so we called the offices in our country and said we had some trouble and needed help. The lady said that there was no problem with there program and refused to make the booking for us. Said we had to do it ourselves. We even called in Prague and asked for help but nothing from there either. Anyway after many attempts a couple of days later we managed to book a flight. We had a responce saying that our card was authorised and waiting for ticketing. A few days later another email came in with the flight itenerary saying thank you for booking online. That was in April and our trip was end of july. Silly us (we thought we could trust them) the moment to go was near and we didn't think we should confirm our seats so we arrived at the airport at 1:30 in the morning and completely freaked out when we heared the check in lady say we had no tickets. We started complaining and she sent us to a desk to ask. There the girls said that we had no tickets because they were never issued. The papers we had were not our tickets and the company although they first took the money from the card they returned it witout any notice or explanation. So we ended up buying two last minute very expencive tickets ( double to what we had booked) on the last two seats of the flight, thats ironic don't you think? We though of not going but we had already booked and paid both hotels in C.Z.
Well of course after coming back we made a complaint that took them ages to answer and again of course it wasn't there fault or the systems and they were sorry for our inconvenience.
UNRELIABLE, INCABABLE, RUDE AND WITH TERRIBLE SERVICE. DON'T FLY CZECH

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disgusted with czech airlines
London, GB
Feb 11, 2010 11:40 am EST

Do not use Czech Airlines if you can at all avoid it. They are rude, very very rude. All complaints go unanswered. They overcharged me for my ticket and when I asked for refund of the excess - simply told me to speak to my bank. I had no further replies from their Customer Service even though I was promised a reply.

Under no circumstances buy a ticket with them over the phone. Because apparently the money is taken out of US in US dollars even though on the phone they sell you tickets in your local currency, which is British Pounds in my case and then you get done on the exchange rate. This is absolutely outrageous considering that during my telecon with Czech Airlines operator I asked him at least twice maybe even three times to confirm, which amount I am paying. Lo and behold when I checked my balance it was more.

I am outraged by this conduct, which is absolutely illegal. Do not under any circumstances use this awful airline.

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The traveller
San Diego, US
Jan 14, 2010 6:09 pm EST

I purchased tickets for my girlfriend that was going to fly Moscow-Prague-Amsterdam (Czech airlines) and then Amsterdam-Cancun (Martinair, a wholly owned subsidiary of KLM). First, Martinair surprised me when I called them 4 days before the flight to confirm the departure. I was told that my girlfriend called Martinair and cancelled her flight. She didn't. She couldn't have. She doesn't speak any language besides Russian and we both really wanted to go on that trip. After confirming with her that she did not communicate with Martinair, I contacted the airlines and requested to reinstate the ticket.

Now…, bare with me for a moment… it was hard to have a meaningful conversation with martinair. A Dutch company (martinair) has an office (decision makers) in the USA (that’s where I live!, great!) but… the customers are not allowed to talk to the USA office directly. Instead, the calls go to India, and, I have to talk to someone who never was on a plane or crossed an international border. Very difficult…

My request to reinstate the ticket was denied at first. Then, they promised to conduct an investigation. Then, after two emails (with a promise to initiate litigation process) and about 3 hours on the phone… they agreed to listen to the tapes of the recorded conversation between the operator and the person who cancelled the ticket. Finally, the ticket was reinstated. Martinair never played the tape back to me and refused to provide a copy. Pretty sure they overbooked their flight and were trying to get rid of some passengers that might have been easy targets (not Dutch, not from western Europe).

Then, the departure day came. My girlfriend arrived to Sheremetyevo airport (Moscow) to board her flight to Prague-Amsterdam. But (insert the needle-drag sound here) the Czech Airlines representative told her that she could not fly with them because she does not have Schengen visa. This is a total nonsense because transit passengers from Russia do not need Schengen visa. Using logic with the Czech Airlines representative and referring to official documents did not help. Furthemore, the incompetent representative told me on the phone (and in a rude manner too) “I, as a representative of Czech Airlines, have a right to deny flight to anyone and that’s what I’m going to do”. I had to urgently buy another ticket online (thank you Internet!) so that my girl can get to Amsterdam and catch her flight to Cancun. The rest of the trip worked out fine and she did arrive to Cancun but it only happened because (1) I was always on the phone, (2) was willing to pay more, (3) had great experience in travel and (4) dealt with incompetent people before. Project management and legal training paid off! So, what happened there? Just the stupidity of the representative or was the flight overbooked and they were getting rid of easy targets? If they don’t return the money for new ticket I am going to sue them. Then, they will have to reveal their booking records under subpoena and, if they indeed overbooked, they will not be able to get away with just the ticket refund.

An attempt to contact Czech Airlines with complaints and ticket refund failed when I tried to use their online form. Then I called the European office and they gave me fax# in Czech republic. Haven’t heard from them yet. My advice to you: stay away from KLM, Martinair, Czech Airlines and anything that’s associated with them.

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