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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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1:07 am EDT
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KLM Royal Dutch Airlines klm charged me twice

KLM charged my debit card twice for trans-Atlantic flight tickets and the debit came mid-way through my visit to the USA. This has left me with no money to settle a hotel bill and the threat of arrest not to mention 2 missed meetings that formed the very basis for my trip. No 24hr customer support has left me with no-where to spend the night other than in the hotel lobby.

The only customer service I could find is a call centre taking reservations. They could not help me. There is a very real chance that I may be arrested because of them.

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ahmad foroughi
Richmond Hill, CA
Oct 25, 2010 3:38 am EDT

I have been overcharged on my flight to Toronto. I can not find any address
or phone number to file my complaint. I am a frequent flyer on KLM, I have been using KLM flights since 1980 and I don, t like to be forced to change my Airline which I prefer.
please just tell me where I shall put my complaints,
my name and address are:
Ahmad Foroughi, frequent flyerKL/[protected],
recent Eticket Toronto-ams-Tehran-,
Tehran, Amsterdam- Toronto 096-[protected] oR [protected],
flight on which I was overcharged for one extra piece on my baggage KL 0695, 19 oct.2010,
I was charged Eur 200 for one extra piece of baggage which should be Eur 55, my phone number [protected] email :
foroughiahmad @yahoo.ca
REspectfully submitted awaiting your reply,
Ahmad Foroughi

ComplaintsBoard
E
10:31 am EDT

KLM Royal Dutch Airlines klm lack of respect and bad service

On March 25 I travelled through KLM from Sandefjord (Norway) to Amsterdam where I was supposed to catch the connection flight to Lisbon. The flight numbers were: KL1218 at 17h30 from Sandefjord to Amsterdam and KL1697 at 21h from Amsterdam to Lisbon.

The plane that should depart from Sandefjord at 17h30 only arrived at 19h, which by itself made it impossible for me to catch the connection flight. We got on the plane at 19h30 but only departed 2 hours later. After 1 hour waiting on board of the plane the captain announced as an explanation that we were overweight (shouldn't they have noticed that during the check in of all passengers more than 3 hours before?) and that they had to take off fuel and also due to bad weather planes were not departing (we could see through our windows planes landing and departing at that exact time) and that Denmark had closed their airspace to our plane (strange...). Finally we got to Amsterdam and arrived there at 23h. Having lost my connection I went to the transfer desk. The only alternative I was given was the next day flight to Lisbon at 12h20 and although I asked for accommodation for the night (we were missing 13 hours for the departure I was told it was not possible and I could have a 10€ voucher de 10€ to use at some (not all) restaurants of the airport and a 5 minutes call from a single phone that in fact did not work properly as you could hear the person you were talking to. Despite explaining to them it was not correct to just leave me like that especially since the cause of the delay was a delay from KLM departing from Amsterdam to Sandefjord (this flight arrived over 2 hours late) that caused me to lose the connection flight to Lisbon they did no more. I stayed 13 hours at the airport by myself without any support from the company that caused it. Also they didn't agree in finding an earlier flight (even from another company) and when I asked for a note to present at work as I was going to lose a day's work explaining the reason they denied to give such note. I already knew that delays at this company are constant, always putting at risk connections, but I find this kind of treatment and lack of respect unacceptable.

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PATRICIA
,
Oct 03, 2008 3:26 am EDT

i mean, if we pay high fees and or penalties when we change our flight and or when we change our date, or and when we get sick and we cant travel and or when one of our family members is sick ..WHY WHY WHY AIRLINES DOESNT PAY ANYTHING WHEN THEY BRAKE OUR PLANS ?
I MEAN IF THEY WERE SUPPOSED TO PAY EUROS 100 PER EACH PERSON FOR A DELAY FLIGHT, OR 100 EUROS PER DAY FOR DELAYEd BAG ..SURELY COMPLAINTS AS SEEN IN THIS PAGE WOULD NEVER HAPPENED ...WHO WILL HELP PASSENGERS ? ...HUMAN RIGHTS ..?

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Petter Pettersen
,
Aug 26, 2008 10:22 pm EDT

I've had a similar experiance as you. KLM managed to totally ruin me and my family's holiday in Paris. We were supposed to be there for 4 days.. due to KLM it ended up in only being in Paris for 1 full day. They denied us any kind of reimbursement for the expenses we had with our hotel in Paris which we could not use due to KLM. I for one will never travel with this air-line company ever again and I advice you all to not do it neither.

ComplaintsBoard
R
9:00 pm EST

KLM Royal Dutch Airlines double fees for humanitarian baggage

A SENIOR KLM ROYAL DUTCH AIRLINES DEPARTURE SUPERVISOR AT SCHIOPL AIRPORT , CHARGED ME TWICE THE MAXIUM NORMAL EXCESS BAGAGE FEES TO TAKE HUMANITARIAN ITEMS TO AFRICAN ORPHANS On November 30 ,2007 I encounter a KLM Royal Dutch Airlines Departure Supervisor in Schiopl Airport , Amsterdam , Holland and believe she exceeded her authority and acted out of personal bias with the intention not only to insult me, but to cause me as much hardship and inconvenience as she could. That day I was traveling from San Francisco International Airport on KLM Royal Dutch Airlines to Uganda, Africa to assist several humanitarian organizations. I was carrying, as excess, baggage four large boxes of humanitarian items for orphans in that country. Prior to departure on November 26, 2007 , I had received approval form KLM to take the four large boxes of humanitarian items for Ugandan orphans as excess baggage on a flight to Africa and was informed I would have to pay $600.00 American dollars as an excess baggage fee; which I was prepared to do. However when I arrived at SFO ( San Francisco International Airport) , there was no record of KLM’s approval for the excess baggage. . The Supervisor at the departure desk called KLM and confirmed the approval, and instructed his employee to only charge me for TWO additional baggage items, which should have been $300.00 American dollars. However that employee only charged me $250.00. In Amsterdam at Schiopl Airport , as I was checking in for the connecting flight to Entebbe Uganda ; I asked the KLM departure agent to confirm that the extra baggage had been forwarded to Entebbe , and she informed me that they would NOT be loaded on the plane until I paid an additional baggage fee. I tried to point out to her that I had already paid the fee , that was requested by the KLM agent in San Francisco and I did not think it was appropriate to pay them twice. She was unwilling to review my documentation of the transaction. So I asked to speak with her Supervisor . When she arrived at the tickit /work station, I asked her to speak in English so that I could understand their conversation, since I do not speak or understand Dutch. The two women spoke in Dutch, between themselves for a while and then the original agent said she would speak in English and explain the issue as she understood it. However , her version was not accurate and when I attempted to show her supervisor my documentation she would not look at it and eventually said: ..” The matter is over! It is done!... You will pay 600 EUROS!... It is over! “ I protested and said that I did not believe it was appropriate to charge me twice for the excess baggage and took my calculator out of pocket and showed her that by converting the 600.00 EUROS to dollars and adding the $250.00; that I had already paid in San Francisco that the total was over $1200.00 American Dollars. At that point she looked at me and said: ...”What you said is correct! I told her that it just wasn’t right or appropriate. And she responded angrily that ... “ I could try to get it back from the company “ ... and she left. During my conversation with the Supervisor , she spoke to me and treated me like a criminal. She would not look at my documentation and at one point during the conversation; I heard , either her or the other agent say: ...” We get your kind of people through here all the time “A statement which, while abusive and insulting, also seems to reveal a negative attitude towards certain types of KLM passengers. I can only conclude that the Supervisor’s conduct was caused by a personal bias and her intention was to cause me as much hardship and inconvenience as possible I do not believe there is a legal or procedural policy that would require me to pay the excess baggage fee twice. Once at the begining of a trip and again midway though it. I believe the Supervisor exceeded her authority and KLM’s company policies to anger and upset me as much as she could. And, that was essentially confirmed by the actions of the women in the Excess Baggage Department in Schipol Airport where passengers pay excess baggage fees. When, I went to the window to pay the fees, several of the women in that department, were openly upset by the Supervisor's actions and on their own initiative and with out my request, several of them went to the Supervisor and tried to get her to change her demand that I pay the 600 EUROS. She would not! So in order for me to get the Humanitarian items on the plane, I had to pay the additional fees before they would load the boxes. When I arrived in Uganda ; I called KLM in Amsterdam numerious time and went to their Kampala offices in an attempt to resolve this issue and get my money back. In each case I was told I would have to take it up with KLM's Office's in Amsterdam . In one call I was told a representitive would meet me to resolve the matter when I arrived back in Holland. However during the eight hours between my arrival and departure I was not met and during a phone call that i initiated to KLM was told that I would have to file the complaint in the country where I bought the tickets , the USA . And with the KLM's representitive .. in this case ...Northwestern Airlines. During this orderal none of the "ground " KLM employees were willing to help me or kept their commitments . I have concluded that KLM's procedures for dealing with Custmers complaints are designed to discourage and wear down anyone who has a valid complaint . And although I have filed numerous complaints about the Supervisor and requests that my money be returned , approximately 3 months later , I have not had a offical responce from KLM Royal Dutch Airlines.

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MAMDOUH HOSNY
, EG
Nov 24, 2010 1:10 pm EST

IWAS IN AMSTERDAM I WAS HAVING ABAG IN IT CHOCLETE AND JACKET WHEN I ARRIVED TO EGYPT CAIRO I DON'T SEE THEM IWANTS TO KNOW WHERE ARE THEM ?
THEY WERE IN THE BIG BAG 23KG
CALL ME ON :[protected] _[protected]
COUNTRY: EGYPT__ CAIRO ___________ CALL US QUICKLY.

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12:00 am EST

KLM Royal Dutch Airlines terrible experience!

Security check-in is important and therefore must be treated with responsibility. Such task should not be turned by KLM employees into a cheap entertainment show or a bureaucracy lesson that defies the common sense. I wear suspenders with metallic clips that do not appear to be a security risk for other airlines checkpoints. At boarding time, an arrogant KLM employee instructed me to remove my suspenders and pass one more time through the metal detector gate. With my pants below the knees, I had to show my Calvin Klein underwear to the audience I order to please the smart KLM security check procedure. This was however a sort of happy ending. What if I do not wear panties? Should the KLM’s check-in procedure release the boarding pass only for those that wear panties? I don’t want to further elaborate on this KLM issue that hopefully will trigger some corrective action. As a remark, the dinner cutlery KLM crew makes it available to the passengers during the flight can be in the wrong hands away more dangerous than my suspender’s clips.

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Sue Trenier
,
Jul 22, 2008 2:56 pm EDT

To: Expedia.com
KLM

Re: PROBLEM on International Flight Jakarta to Edinburgh 07:14:2008

Flt Jkt to Kuala Lumpur no. KL 0810
Flt Kuala Lumpur to Amsterdam KL4102
Flt Amst to Edinburgh KL1279
My Itinerary number was [protected]

I booked this flight above and return by same route on 6th August so I could attend a family wedding in Edinburgh. I live in the interior town of Wamena, Papua, Indonesia. I booked the flight online on Feb 14 th and received confirmation of my booking immediately and again on Feb 29 and received further confirmation on July 10th with check in code ZDF890 with travel tip to use this code when checking in. I never received tickets but I felt assured that all was in order with my flight because of this confirmation code for booking.

I wish to inform you of the TERRIBLE time that I had in Jakarta Airport. This was a most distressful time and I had to lay out huge extra expense which I wish to claim back from Expedia and/or KLM or I will make a huge issue of how dreadfully I was treated, I will bring a case against both of your companies.
I have lived in Indonesia for 30 years and mostly fly with KLM and must be one of your most regular customers so I was totally and utterly devastated by what happened.

DIARY of EVENTS:

1. With Check in code in hand I check in for my flight nearly 3 hours before Take off flight. Check in goes smoothly, I receive my boarding pass, go through immigration and go to gate about half an hour before boarding time.

2. Approx 10 mins before boarding my name is called. I am informed that I cannot get on the flight. They are looking for my paper ticket. I said I never did get a paper ticket but that I received a check in code and I showed this confirmation which I had received via Email. TO me this confirmed my flight. I told them I must leave AS THE FAMILY WEDDING PARTY WAS ARRIVING THE FOLLOWING AND I NEEDED TO BE THERE.

3. Boarding was called and they refused to let me on. I was in shock. If there was a problem it should have been noticed at checkin in and now I am saying that they must let me on as obviously my name was on the flight list. BUT I was asked to pay for the ticket again so I could keep my seat. I couldn’t believe what I was hearing, I was very upset and very confused. How could I pay again, I would have to call expedia etc. and now there was no time.

4. My luggage is taken off they tell me. I am STUNNED. I ask to be taken care of, hotel, telephone, another ticket. WHAT DO I DO.

5. I am taken down stairs, KLM give me over to Emmirates as there is a later flight! Now I need to try and call Expedia. I only have a Hand Phone, money ticks away and I am still being told to wait. We go to Public Phone, that does not work, then I go to a Wartel where I can use and then pay. LONG LONG phone to expedia, they say I have to report lost tickets and then book another flight for which I can later claim. I pay about 25 pounds sterling for this phone call.

6. Emmmirates staff and now rushing me, I need to buy a tickets, they ask me for my Passport etc. etc RUSH RUSH RUSH! I pay for the Emmirates Flights JKT. SINGAPORE DUBAI BIRMINGHAM $1611 on my Credit card.

7. Emmirates staff are very helpful in all this rush and waiting for me on the phone etc. KLM staff nowhere to be seen anymore

8. Good flight right through. Land in Birmingham.

9. Get a FlyBe flight for £139 to Edinburgh and finally make it to my Address in Edinburgh around 6pm.

10. Later in the evening at my sisters house, I check my Email to find that a message from Expedia that my return flight on 6th August has been CANCELLED by the Airline! I can’t believe it. JUST UNBELIEVABLE Why on earth would I cancel my flight back. WHY would KLM do that without asking me? Just totally amazing and MAD

11. Later I am checking various mail at my sisters place. About a year ago I linked into INTERNET banking with the Clydesdale Bank so I have informed my sister that there is no need to open my Clydesdale Bank mail. But I open several envelopes. One letter dated 18th Feb is from the Bank manager to say that tickets from Expedia are at the bank could they be picked up.
I NEVER GAVE EXPEDIA MY BANK ADDRESS OR REQUESTED EXPEDIA TO SEND TICKETS TO THAT ADDRESS.
WHY ON EARTH WOULD TICKTES GO TO MY BANK OVER HERE WHEN I AM TRAVELLING FROM INDONESIA. I GAVE MY INDONESIAN ADDRESS.
ABSOLUTELY AMAZING.

12. Following day (remember we are very very busy with a wedding) I went with my sister to the Bank, get the tickets and then we have to go to the airport to book/confirm that i need to return on 6th August. I get the tickets which indeed had been addressed to my Bank.

13. KLM desk at the Airport are helpful and amazed at the distressful time I have had to endure. The girl wrote a short explanation of what I had told here.

I write this to both Expedia and KLM.

I am requesting compensation for all the stress I have experienced. It was fortunate that I was an Indonesian speaker and could deal with the various things BUT I was so exhausted and wrung out. I am 61 years of age.
No one offered a drink, a seat or anything during several hours of hassling as we tried to get a seat for me on emirates.

I am also requesting that I get money back
1. New ticket $1611
2. Phone calls to Expedia £25
3. Birmingham Edinburgh Flt £139
4. Compensation for stress, time lost out with my family etc. ? amount
I would like to receive this money very very quickly so that I do not have to pay interest on my Credit card. I cannot afford this money.

Thank you for seeing to this very quickly as I will be returning to the interior of Papua very soon and need this matter settled.
I request and suggest that KLM and Expedia work out this matter in haste.

Thank you very much indeed,

Yours sincerely,

Sue Trenier

Email sue.trenier@worldteam.org
Address til 6th August c/o wood 33 Gordon Rd. Edinburgh ED12 6NB
Tel:[protected]

ComplaintsBoard
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12:00 am EST
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KLM Royal Dutch Airlines terrible klm flight

Dear KLM Authority,

I want to describe you what I have experienced during my flight with your airline 5 weeks ago. I had a flight from Chicago to Istanbul through Amsterdam on December 20th, 2007 (KL 612 from Chicago to Amsterdam and KL1613 from Amsterdam to Istanbul). My first flight from Chicago to Istanbul was delayed about an hour and after a long trip, I arrived to Amsterdam on December 21st, 2007 at 09:20AM. I had a seat next to the exit and when the door was opened, a KLM representative announced that Istanbul passengers should not waste their time in the airport and should immediately go to their gate because the plane was waiting for them. Meanwhile, the original flight time of Istanbul plane was 09:05AM. After that announcement, I ran to my gate but I realized that the plane has already left the gate more than 15 minutes ago which meant that the previous announcement was completely wrong. Following, I went to the transfer point in the Amsterdam Schiphol Airport to reschedule my flight. However, due to delays, there were more than 200 people in line before me. I waited in the line more than 2.5 hour and finally, I requested a ticket to Istanbul. However, your representative was so rude and he tried to give me a ticket next day although I have explained that I came from a long trip (from Chicago). In addition, I knew that your airline had a flight on that day at 9:00PM. She, your representative, did not rebook me to that plane. I was given a ticket next day at 6:45AM. Following, I realized that no hotel reservation was made for me. Then, I wanted to talk with the director of her whose name was M.J. Schot and he was also rude and told me that they could not make a reservation because I missed the plane due to weather conditions. But that was completely a lie because my flight was not canceled and there was not even a delay for my flight. Although I discussed with him and your representative on the desk, they did not make a reservation for me and finally, they told me that I had to wait in the airport for the next day flight, exactly 21 hours. I was so irremediable and started to find a comfortable chair to sleep after coming from Chicago. After 13 hours in the airport, I wanted to check my ticket for the next day and realized that ticket was to Paris, France and from Paris to Istanbul. But I could not fly to Paris because I did not have a Schengen Vise. I am a Turkey citizen and your representative and Mr. Schot saw my passport and they did not even asked if I have a vise. I am sure that that behavior was intended and it was not a mistake. Because I definitely believe that your representatives know that a passenger without Schengen vise may not fly to Paris. Then, I went to your desk about 09:00PM, as I said before after I waited more than 13 hours in the airport. Then, I waited in the line 2.5 hours, again and an announcement was made by your representatives. They stated in the announcement that they would close the desk and would open at 6:00AM next day. After 13 hours, I had no ticket because Paris ticket was not valid for me without a Schengen vise. I stayed overnight in front of the desk during night because there were hundreds of people. Of course, I could not sleep in front of the desk on the floor. Next day, at 6:15AM I was talking with another representative from your company and was stating that I had been waiting more than 21 hours in the airport and I wanted to change my ticket because I could not fly to Paris. After her answer, I was shocked again because she told me there was no available place for me in the Istanbul flight at 9:00AM. Thus, she gave me a piece of paper and I had to give that paper to another stewardess in the gate and he/she may give me a seat if someone else would miss that flight. At that time, I was so tired, their behavior was discreditable. Then, I waited more than 2 hours in front of the gate and gave that paper to the stewardess and again, waited an hour more. Finally, after all passengers went aboard, I was told that I could also enter to the plane because there was an available seat for me. Could you imagine how it was stressful and burdensome to wait an additional an hour in the gate after exactly 24 hours in the airport without knowing whether I could fly to Istanbul in that plane. I request you to compensate that terrible story and your faults in the Amsterdam Schiphol Airport. I will be waiting for an immediate answer for my letter.

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Ivony
Louisville, US
May 17, 2012 2:14 am EDT

On May 08/2012.My Loving Mom frail 78 years was coming to meet us From India .We were so anxious.We talked to so many airlines but decided KLM.Made sure that you will take care.Alas made a wrong choice.Requested wheel chair assistance all the way.She did not get it anywhere. Air-hostesses allowed her to walk .This is nothing, at the Calgary airport she was handed all her belongings and left on the escalator where she fell and injured her head. Was taken to hospital .Nobody informed although telephone and contact numbers were there.Gross negligence.She was taken to hospital ER bleeding.I was left breathless and was like HOW COULD YOU DO THAT! She is OLD .Was that because she is brown you didn't care to help her.I am not sleeping till I resolve this and fire that person who left her at the ESCALATOR.Only a ###ed person can do that.I want you to initiate the inquiry ASAP.I am calling KLM office they transfer my calls to manager but they hang up?

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KLM Crippled ME
San Francisco, US
Mar 02, 2012 3:10 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I was injured during a flight on KLM Royal Dutch Airlines. I received no help from this airline after the injury. I have made a short video, which is not in detail but outlines my story. I have been trying for over 3 years now to get help from KLM but with no success. I want my story to reach the public. KLM really do do not know how to treat their customers. We should make it known to them that without us, they have no business!

My video: http://youtu.be/dm9dTgVRv3A

Thank you for watching!

In GOD I Trust

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Jameshateklmdelta
, JP
Dec 24, 2010 1:52 pm EST
Verified customer This comment was posted by a verified customer. Learn more

My name is James, and I don't intend to hide it. I had plans for visiting my home country using KLM. My flight was to originate from Japan on 23 December 2010. I prepared my luggage based on information provided at KLM.com. At the airport I met very rude checking in attendants who denied me my flight. Their reasons were based on current baggage rules yet my ticket was issued before 28 March 2010. As you may realize from KLM home page there are rules for tickets issued before the above date and after that date. I intend to innate a court action in Yokohama and anyone willing to join me initiate legal actions against these bad monster can join me.. If you are in Japan let us join hands. We need not have suffered these kinds of treatment.

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PhilH
Perth, GB
Apr 26, 2010 5:46 pm EDT

Must say I flew KLM many times between 1970 and 1990 when I worked abroad . Was a good airline then.
However I booked them for our 30th wedding anniversary trip to the USA recently. while the Holiday was great, KLM was not. Cramped, dirty, abrupt staff, and what is this thing about separating couples on the plane? we could not sit next to each other and when my Wife became airsick I had a hell of a job trying to help her as the seating seemed to be designed by a firm making Sardine cans..
will never fly with them again!

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sapphire wagu
,
Sep 05, 2008 4:04 am EDT

we not arrive at aiport were supposed to travel with klm 4 weeks ago me my family went to check in the lady at desk said we cannot checkin as one more member did not us that we were late arrive at airport we finally went to check in 1 hour left the lady said gate is closed you cannot go through she did not help us in any way we finally went to manager he kept on blaming us as it was our fault and said he cannot do anything about their were 8 peopl traveling 3 people were in wheelchairs andeven special assistance knew that we were their and the staff told him even we have to wait to check in eventually we had to book with another travel operative which cost us another load of money i would like klm to reinburse me and my family the money we lost and offer some kind compensation to me and my family and it ruined our holiday and enjoyment.

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Caroline
,
Aug 15, 2008 7:15 am EDT

I have just had an awful experience with KLM. They are the worst airline I have ever used and I would advise everyone to never use them unless you want the same experience. I booked a return trip from Bristol (connection in Amsterdam) to Rome. We checked in very early at Bristol and waited until our flight cam up on the board. We then watched while it got delayed more and more. When we finally boarded the flight was 1hr 50 minutes late. We then had to wait another 45 mins on the plane because we had apparently lost our time slot to fly.

On eventually arriving into Amsterdam we found our flight had not left so we thought we should try and make it, especially considering the transfers queue was huge and we really didn't want to spend the first night of our holiday in Rome, in Amsterdam airport. When we asked the woman on the boarding desk about our luggage, she replied very rudely and I was already very upset because I knew our luggage wasn't travelling with us.

We made the flight, though again we were left sitting there for ages before it left and we told it was because someone had turned the electricity off and it needed another 10 minutes to get going. We finally got to Rome obviously much later than we expected and we then had to go to baggage claim. What a load of good that did us, a telephone number and a really crappy duty care pack, what a joke!

We had to wait 3 days for our luggage in the end and no KLM representative bothered phone to check we had received it ok. In that 3 days we phoned the KLM handling agent over 30 times and twice I got through only to be told phone back in 10 minutes as we don't speak english and someone who does will be back then. I would call back then and someone would just hang up. Another time a woman just shouted pronto at me! We spent loads of money to replace our essentials.

On the way back from Rome again our flight was delayed and we had to wait another hour. Then from Amsterdam to Rome our flight was delayed, but not by as much luckily, as our patience was wearing thin by then. On our way back however we had to sit next to an annoying and very drunk ukrainian guy. Who let him on I never know.

And the food on every flight was not edible, it was absolutely disgusting! And oh my the staff were so sourfaced! No way am I ever flying with KLM again!

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c
,
Jul 08, 2008 5:46 am EDT

after 2 denied boarding in the last month (airplain overbooked) will send a complaint to the CEO. Not that I expect any answerr, however if nobody is complaining...

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Ongiz
,
Jun 16, 2008 1:24 am EDT

Thank God! I have stopped flying with KLM since last year for the same reason as the above stories. My best experience is with Singapore Airlines, Lufthansa and Cathay Pacific.
However, I admire the Dutch Soccer Team. Hup Hup ORANJE.

Regards,
Ongiz

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K.Kumi-Mensah
,
Jun 16, 2008 1:03 am EDT

I agree that KLM has appalling human relaionship with their customers, particularly their filght to West Afircan - precisely Ghana. My recent two flights to Ghana this year have put me off to travel with the airline again. My complain logged to them in early May this year has been ignored.

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Zoli
,
May 22, 2008 9:16 pm EDT

Hello!

Here's my story about KLM:

KLM's "Compensation for flight disruptions and denied boarding". It says: "In the unlikely event that you are denied boarding, your flight is cancelled, or your flight is delayed for more than two hours, we will provide compensation and assistance relative to the specific situation. In such situations, we pay special attention to children traveling unaccompanied, physically challenged passengers and visually impaired passengers."

The way I was treated is not in accordance with what is stated there... don't believe everyhting that KLM says in their nice brochures and articles.

Original route was BUD-Schiphol-CTU. It happened still in mid January 2008. Connecting flight at Schiphol was missed, I was rerouted to Beijing. My baggage was lost because of the rerouting. In Beijing I had to wait 8 hours even though there were at least 2 codeshared KLM flights from Beijing to Chengdu during the 8 hours, I could see it on the display. I tried to contact KLM office at Beijing airport but it was closed at 3 PM. Communication in China is kind of hard if you only speak English. I was left there completely alone without any assitance form KLM. Finally after waiting 8 hours, I could fly to Chengdu around 11PM. About 5 days later my baggage arrived to the Chengdu airport (without the tag that was sticked to it at check-in, they could only guess that it was my suitcase). I had to go to the CTU airport myself to pick it up, they were not willing to deliver it.

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12:00 am EDT

KLM Royal Dutch Airlines cancelled flights

Dear all,

Beware of KLM. They excel not just at bad service, but manage to be rude in the process. In our case we have been travelling repeatedly on the route Berlin-Amsterdam-Vancouver, on business. Today, once again something went wrong: Their Sunday afternoon flight was cancelled - for internal reasons within the airlines responsibility. Naturally a big problem for a family of five travelling.

You might think this would meet with a degree of compassion from the representatives of the airline responsible. Not so. The conversation trying to sort out alternative travel arrangements that actually fit us was terminated by the KLM man with 'Shut up! and the phone being put down.

PS.: KLM - that's the airline that NEVER changes it's menues and hardly ever changes it's films. You get punished for being a regular customer!

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ZHK
Vancouver, CA
Nov 22, 2010 5:43 am EST

On Novemebr 20 2011 I was booked to fly business class YVR - AMS on KLM 682, scheduled to depart at 20:25 local. I arrived at the airport at 18:00 to a mass of confusion. The normal TV screens identifying the KLM check-in desks were turned off, and there were a lot of people.

Eventually I found out that the flight was cancelled, but not before my other flight options with competing airlines had departed. This caused some serious grief due to the combination of the missed connection and meetings on the AMS end, as well as the time lost and expenses incurred to show up at YVR for nothing.

Now I know that sometimes flights gets cancelled, as no airline is immune to poor weather, crew health, and airplane mechanical problems. I suggest that what KLM should have done was to telephone the passengers to let them know the flight was cancelled, and to provide some kind of information and assistance to the hundreds of passengers who showed up at the airport with good intentions.

I was traveling alone and, except for my canceled business meeting, was not inconvenienced as much as the poor families with young children who were left stranded. KLM's customer service agents at the airport did a terrible job of handling the situation.

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Laban
,
Oct 17, 2008 1:57 pm EDT

Yesterday I got called up by my contact at the travel agency my company uses. She wanted to confirm that I was aware of the fact that my return flight from Manchester UK to Sweden was canceled and that I was re-booked on a 6am flight back the same day instead of my booked 16:45 flight. This is on Thursday and I'm departing Sunday...

Well, since KLM decided not to tell me jack[censored] I'm ever so happy that my travel agency at least is professional and figured they'd give me a call. Without them I would have surely been stuck on the airportwith a missed flight. I'm convinced that in the eys of KLM would have been my fault as well.

Apparently KLM just decided to cancel loads of European flights due to cost reductions, Fair enough and I'll support that decision any time, will however question their way of doing it.

Appreciate that they didn't leave me standing though without an alternative, pretty mad at their disrespectful attitude towards other peoples work. Due to their sudden decision to cost reduce I have to cancel some important meetings.

I'll gladly take my business elsewhere from now on when flying.

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d barbero
Edmonton, CA
Nov 26, 2010 11:49 pm EST
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my son has been stuck in ghana since june, klm and the airport are keep asking for more mony for security and others i have now sent my son 7 thousand dollars now today they again asking 1200 for security when does this stop, im not very happy people there taking advantage of innocent people taking mony from us, this should come to and end

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replacement
, ID
Jun 08, 2012 9:57 pm EDT

please help me bout this issue, my bussiness partner send me this ticket, i wanna know is it real ticket or just fake?thanks

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Kurisu
, JP
Aug 07, 2014 7:21 pm EDT

I recently took 4 flights with KLM and all four of them had problems which led me to lose more than 24 hours of time and over 200 US in expenditure.My advice is AVOID KLM!

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Mikul
Tacoma, US
Nov 27, 2010 12:00 am EST
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There is not enough information here to make a judgment or even an educated guess as to what is happening. However, you have to understand that when you go to a foreign country, you are at the mercy of that government. If you can't pay the price, don't venture out of your own little world.

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Ashwani
,
Nov 29, 2008 4:42 am EST

KLM- as an airlines always try to inform passengers in case of any disruptions to their journey, but the sources of information they can only get from passengers reference number and as many of these reference number only contain travel agencies number so information passed to travel agencies but KLM representative do ask travel agent if they can pass the passenger direct number so KLM can inform the passenger about the cancellation but many cases travel agents refused to pass information to airlines and they don't want to loose the credit to inform passenger.

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b.k.kumar
,
Apr 04, 2008 11:31 am EDT

I had a cancelled flight from London to Eidhoven (KN 992) on 27th March ... we were directed to Amsterdam saying that we will be picked up by a taxi to dropped at Eidhoven ... when we reached there ground staff denied this facility and very rude

Becuse of this we missed on important meetings with our premium customer

I do not now how to claim the amount for the dis service they have done

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P
12:00 am EDT

KLM Royal Dutch Airlines delay of 24 hours and loss of baggage

On 4th October 2007 i was scheduled to fly KL 1674 from Barcelona to Amsterdam and to connect with KL---that should have left Amsterdam for Nairobi at 10.15 the same evening. As fate would have it, this plane delayed due to what was explained as bad weather. We therefore arrived at Amsterdam at 10.30 pm. At this point an announcement had been made that those who were to connect with flight to Nairobi would not make it. Verdict: go to KLM desk at schiphol and get attention. At this desk (desk 2?) I was scheduled to fly to Nairobi the following day 5th October 2007 at 10.15 am via KL 565. I was given 10 euro for a meal, a voucher to make an international call and a promise in the same voucher that if i will be lucky to fly KLM in the future i would get a a discount of 50 euros (this was not going to help me) A place to sleep would have been more than what any money can pay. Accommodation? just sit at the airport for 10 hours until the following day because the delay was caused by bad weather or look for your own accommodation. I tried to look for my own accommodation and the aiport hotels were all booked at that late hour. Alternative? get out of the airport but you risk to be arrested if you are on transit have no VISA. I opted to sit at the airport and waited for the following day. The following day i boarded flight KL 565 that promtly left Amsterdam at the stipulated time. I arrived in Nairobi at around 7.20 pm local time but my luggage was missing. At this time i had missed my Kisumu flight operated by the East African Safari express. I went to KLM representative to ask if i could be accommodated. I found young man of arrogant dispensation called Eric who blatantly told me that KLM would not take responsibility because the flight to Kisumu that i missed was not operated by KLM, which was very true but why was i late in the first instance. To his credit this young man called Eric made an immediate telephone call to Amsterdam to try to locate the luggage. To my relief he said the luggage was left in Amsterdam. For purposes of clarity, i would like to point out that the luggage was checked in at Barcelona and if KLM is not responsible for my accommodation when i am delayed for 24 hours, i am still think they would be responsible for my luggage, at least in the court of humanity and good business practice. To date no one from KLM SYSTEM has called me brief me of any progress towards luggage recovery. It has hard to believe that KLM can bend so low.

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Nadine Van Hoffelen
, US
Jul 17, 2019 7:25 am EDT

Facebook case [protected]. I cannot get in touch with Rick (no reply mails) and waiting for a final response. This is already 3 months ago and I cannot get hold on someone. I need an urgent reply in order to claim with my insurance company. Reservation NAAUNO flights 6 june 2019 and return 27 of june

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Nadine Van Hoffelen
, US
Jul 10, 2019 11:10 am EDT

Facebook case [protected]. I cannot get in touch with Rick (no reply mails) and waiting dor a final response.

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Nadine Van Hoffelen
, US
Jul 10, 2019 11:12 am EDT

Facebook case [protected]. I cannot get in touch with Rick (no reply mails) and waiting for a final response. This is already 3 months ago and I cannot get hold on someone.

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KLM-treatmentsToAsians
, BH
Nov 25, 2011 1:28 pm EST
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ALL ASIANS SHALL STOP USING KLM FOR THEIR RASIST POLICY. KLM HAVING ALL INCOMPETENT STAFF. IN AN EMERGANCY SITUATION, THEY ONLY KNOW TO STAND UP CHAT ON THEIR MOBILES. THEY DO NOT LISTEN TO PASSENGERS

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KLM-treatmentsToAsians
, BH
Nov 25, 2011 1:26 pm EST
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Staff of KLM at Amesterdam is not customer focus and treat Asians similar way. KLM is not a good air line for Asians as us

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KLM-treatmentsToAsians
, BH
Nov 25, 2011 1:23 pm EST
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I flew from Birmingham to Amsterdan on 20th November, 2011. Due to bad weather my connection to Bahrain was lost. I had to be in the que for 9 hours to get into the their so called help desk. Just asked to go outside the Airport impliying that going to provide accomadation. Time was 3AM and the temperature is 0-1; I was already in the que for more than 13 hours. They selected people looking at skin colour and rushed all white people to hotels with much care. I was given a jacket which is even not adequete to cope the situation. The senior most officer told me no more hotel room available in the town. There were few more bleck people treated same put in the payment who belong to African countries. KLM gave me telephone and food vouchers which is still with me/ Also another 50 Euro voucher for a future flight. But will I be fortunate again go to Europe? Inever want to land in AMS even in an emergency and KLm is hated for life time for this type of treatment to Asian people. sugath@live.com.uk

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12:00 am EDT

KLM Royal Dutch Airlines cheating by klm in ghana

I want to share a bad experience I had with KLM, a supposedly good air carrier in Ghana. I bought for the first time a return ticket with them online in October 2005 for travel to UK in December 2005. During the transaction, I was asked to make payments at KLM head office in Accra. I went there with my passport and upon inspection of my passport was issued the ticket. I was however never told at that time that I required a transit visa for my travel even after inspection and therefore I thought I did not need one.

It was shocking to me that KLM refused me to travel to the UK on 21st December 2005, even though I informed them that I needed to travel at all cost on that day since I had a hospital appointment the next day to screen my blood as part of care being given to my pregnant wife in London. The KLM officials told me if I were a frequent flyer with their airline, they could have allowed me to travel but because I wasn’t they could not and as a matter of fact will not help. They informed me that Ghana International Airline (GIA) was also leaving to UK that night and I could buy a new ticket and join them if I wished as I could travel with them (KLM) only on 24th December 2005 after they have obtained a transit visa for me, in addition to updating my ticket with them and paying an extra $700 (my original ticket was $737, thus paying for twice the normal cost of an economy ticket).

I contacted GIA reluctantly but to my surprise I was able to buy a new ticket. Although I was able to get to the UK the next morning, I was not able to get to the appointment on time as GIA goes to Gatwick as against City Airport by KLM.

After arrival in UK, I made contact with KLM customer service for my refund and compensation for the stress they put me through. To my dismay, they told me I was not entitled for a refund even though I did not travel with them that night and did not also cancel my flight personally. As I write now they have still refused to pay me my money back and have not even apologized for their inhumane treatment meted out to me.

KLM in Ghana is blatantly cheating customers like me of large sums of money in the name of error.

KLM Ghana’s Head office checks customers’ passport before issuing tickets so why did they not tell me to get the transit visa before selling me a ticket if they are not trying to cheat.

As they have cheated me of my money, I am also going to discourage my client’s and other agents my company deal with from using them.

KLM, cheating is morally wrong and you don’t have to be religious to know that.

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Collins Nkuah
, GH
Jan 26, 2017 11:03 pm EST
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I was not alowed to checkin because I don't have a transit visa and they council my ticket that night and asked me to make a refund I did it online and they told me to go back to Ghana and make it and I need that money to buy a ticket back to Ghana KLM is not fair to me.

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12:00 am EDT

KLM Royal Dutch Airlines repeated lost baggage of checked in items & theft thereafter

A copy of email to KLM Royal Dutch Airlines / Northwest Airlines (NWA):

Klm mr. Frank de reij
Executive vice president
Klm ground services

Dear sir,

This has reference to your claim that klm is committed to achieving optimum punctuality and reliability. Inspite your best efforts it doesn't seem to be good enough. On a round trip of six days & having checked in three times my baggage was delayed & partially lost on all, three occasions. At gothenburg on 10 sep-07, delayed bag ref-gotkl-32451 had to purchase warm clothings & suits for conference there.

On 14 sep 07 lost baggage ref ams kl 84983. The two days trip was spent chasing lost baggage so had to buy lots of stuff but however medicines were in the bag which we could not get at amsterdam my wife got an allergic reaction which almost took her life. It was indeed a traumatic experience. Because of the continuous baggage problem our trip turned out to a waste of time & money. It is also very frustrating when there is no response on the phone specially in europe however i find the staff at mumbai quite prompt & responsive. Now coming to the last leg to mumbai again the baggage got delayed & partially lost as most of the stuff got stolen even the inner wears were stolen. I got the suitcase totally damaged-this has ref-bom nw 47273. I hope you understand & appreciate that our trip turned out to be a night mare i have made a claim for the two pilfered baggages.

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J
12:00 am EDT

KLM Royal Dutch Airlines price gouging

To whom it may concern.

A friend of mine from Accra, Ghana had made plans to fly klm to Dublin Ireland. He got a price from the airlines and proceeded to pay for his transit visa to Amsterdam. He paid for it but when he went to purchase his airplane ticket they increased the price by over 200 euros. Since he could not afford this price he went to another airline. KLM had given him a different price just a few days earlier. Now he is out the price of his transit ticket and went on another airline. There is something not right about this. Could you explain?

Sincerely, J Connick, Dublin

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elroy 1
, IN
Aug 27, 2023 6:58 pm EDT
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Need an email confirmation regarding a flight that we did not board on the 03rd July

Booking Code NECTKT

Passenger Details:

Name: Douglas Lasrado

Ticket Number: [protected]

Name: Elroycosmas Oliveira

Ticket Number: [protected]

Name: Selvaraj Selvarajanthony

Ticket Number: [protected]

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Debasish Mohapatra
, US
Dec 19, 2022 3:17 am EST

Baggage was received damaged. Local agent of airlines in India does not respond properly and takes long time for settlement. Date of travel 29th Nov from Atyrau to Amsterdam - Bangalore. Airlines confirmation code is TUGAF5.

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Zutrad Ventures Ltd
, US
Nov 07, 2022 5:53 pm EST

One of our staff Omoleye Oluwagbotemi Isaac with ticket number0742454965892 with booking /Reservation VXHXRG loss his luggage on Airfrace AF 1349 Barcelona to Paris and AL 104 Paris to Lagos on 2nd October, 2022. As atatched

The Luggage of 11KG with Tag number AF 085156 as attached was missing till date .

Your quick action required

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Bashir Ramzan
Toronto, CA
Oct 30, 2022 7:38 pm EDT
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Arrived on flight # KL0571 from Toronto/ Amsterdam/ Dar es Salaam, on Monday Oct.18 2022.

Baggage tag # KL664082

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