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KLM Royal Dutch Airlines Customer Service Phone, Email, Contacts

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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5:00 am EDT
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KLM Royal Dutch Airlines Nut allergy - poor service

Hi

My name is Bhavna Gounder, I am travelling on the 15th April from Jhb to Amsterdam on KL052.

My daughter is has a life threatening nut allergy. We carry emergency medication with us.

I usually advise airlines in advance so they can plan. They usually advise that they wont serve nuts or that they will make an announcement.

I have never heard, there is nothing we can do.

Even though I understand we fly at our own risk, the lack of care is astounding.

Desired outcome: I would like a revert on how nut allergies are managed on your aircraft.

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2:29 pm EDT

KLM Royal Dutch Airlines KLM customer service

My name is Jonathan Yach

E: [protected]@gmail.com

Mobile: +[protected]

KLM “loyalty” number: [protected]

My miles and the cash I’d used to pay for a miles/cash ticket have been cancelled/stolen by KLM and despite my complaints on the WhatsApp “service” number, NOTHING has been done to reinstate the ticket

Booking references: QWNUKA and JTDNVT

Desired outcome: I want the ticket reinstated and compensation paid!!!

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3:35 pm EDT
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KLM Royal Dutch Airlines Customer service - flights

Hello, I just wanted to express some frustrations with the service I received regarding my trip with booking code QHKEC3, ticket number [protected], passenger Ms. Lea Dussurget.

I booked my flights on October 11, 2021 and had to meticulously time my Covid-19 tests according to each country's requirements through which I was going to pass. My flights were cancelled no more than a few days before my departure date and I received no notifications regarding the cancellations. I found out as I was trying to register for my flights the next day, where it was extremely difficult to get into contact with any customer service agents. I ended up on the phone for over an hour very late at night and was finally able to get my flights rescheduled. I lost $50 for a now invalid bus ticket to the airport and had to pay more than $100 for an emergency Covid-19 test (now that my previous PCR tests were invalid) that almost made me miss one of my connections.

I finally made it to my destination, and I tried to reschedule my return flight originally planned for January 10, 2022 to January 9. Because the WhatsApp agents seemed to answer more quickly, I sent them a message on December 28, 2021 with all of the necessary booking information. It took three days for the rescheduling to occur, and with my limited internet availability I was unable to click the link within 24 hours. I asked for the link to be sent to me again on January 3, 2022. I sent the same message again on January 4. They eventually responded January 5 saying that they would reach out again within 24 hours. They failed to do so, so I asked for updates on January 6 in which they asked me to simply be patient. I followed up again on January 7, where I was met with a similar response. With less than 24 hours before my return trip, I asked to speak with someone on January 8 and was met with the same response once again. With no tickets or confirmations, I went to the Fiumicino airport that evening to speak with agents at the company offices. They refused to help me and sent me to another company, who was closed for the evening. I came back to the airport a few hours later, where I waited an hour before I was finally able to change my flight for over $100. I then had to get my tickets from a separate desk, where I had to wait in line for an hour and barely made my flight. Essentially, I had been in contact with the company almost every day for over a week and I received very little and unsatisfactory help.

If you have more questions or concerns, I can be reached at lea. [protected]@gmail.com.

Desired outcome: Compensation for the bus ticket, unplanned Covid-19 test, rescheduling fees, and for the inadequate service.

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1:21 pm EST
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KLM Royal Dutch Airlines Claim for incomplete route - booking rt7shq ticket [protected]

On 27th January 2022 I enquired/booked on KLM website a route to travel on 28th January 2022 from Dar Es Salaam, Tanzania to Halifax, Canada. Accordingly, a route was displayed from Dar Es Salaam to Halifax via Amsterdam and Toronto of which I accepted and paid using my credit card.

On 28th I travelled from Dar Es Salaam with flight KL567 to Amsterdam. On 29th I connected flight KL691 from Amsterdam to Toronto. According to itinerary I was supposed to board WestJet, WS254

Boeing 737-700 from Toronto to Halifax at 22:20. When I went to WestJet counter first there was a flight cancellation because of storm in Halifax but also they could not find my name.

I had to contact KLM via this number [protected]. I explained my case including the response I got at WestJet counter. The person I was talking to told me that I have been rebooked with Air Canada from Toronto to Halifax. He asked me to catch the next flight which was about to depart (something like 15-20 minutes). I said its not possible to catch it within that short period as I was far from that terminal. He agreed with me, then he asked me just to report to Air Canada counter to board any next available flight. It was late night by then.

Early morning I went to Air Canada. They could not see my name in the system. I decided to go back to WestJet. Luckily someone gave me adequate attention, she found my name with these details reproduced hereunder (she wrote on a piece of paper to show it to any KLM staff)

FBPPZD-NO Ticket /NO itinerary

JHGHBB-NO Ticket but it does say YYZYHZ

She asked me to contact KLM. I called KLM twice. The last call I had the officer told me pay for my trip from Toronto to Halifax and lodge a claim. Same day at the airport I spoke to KLM staff who had came to handle flight from Toronto to Amsterdam. They sympathized with me but they said I should contact customer care.

Desired outcome: 1. fund for travelling costs from Toronto to Halifax by Air Canada ( CAD 605.82 + 33.90=639.72)2. Fair compensation for overstaying at Toronto airport for about 24 hours

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4:27 pm EST

KLM Royal Dutch Airlines Check in agent breaking covid protocols

My husband and I were returning from a trip to Madrid, Spain on January 29, 2022. We were originally scheduled to fly from Madrid to Lisbon at 6:50 am on flight # TP1023 proceeding with our flight back home to Boston, MA, the USA at 11:40 am on flight # TP217. When we arrived at the Madrid airport the morning of January 29, 2022, we presented all relevant documentation including passports, proof of COVID vaccinations, negative COVID tests per Lisbon’s requirements, and documentation of recovery per the United States’ requirements. We arrived at the gate (E69) at approximately 5:30 am and were told that our flight was canceled due to severe weather and that TAP airline automatically rebooked us on a KLM flight for the following day, January 30, 2022. As we had not received an email or other notice communicating the new itinerary, I asked the agent for an itinerary with our new flight information. I also expressed my concerns regarding covid documentation requirements for our new connection in Amsterdam as I had only prepared documentation for a connection in Lisbon, Portugal. While sympathetic to our situation, he informed me that he was unable to provide additional information or print off our itinerary and instructed us to speak with an agent at the KLM service counter (where passengers can check baggage).

Per his suggestions, we went to the KLM desk at approximately 6:15 am. After communicating our situation to the agent at the service counter, we were subjected to a series of offenses and non-compliant behaviors by the agent, which I have outlined below.

1. Inability and reluctance to provide pertinent information to us regarding our travel reservation:When I requested our new itinerary, she stated “the counter is closing I will not do that.” I informed her that the agent at gate E69 directed us to this counter for help. She continued to say that there are no more flights and that she did not need to be there. After continuously expressing that we were auto booked and don’t even know our flight numbers, she reluctantly printed our itinerary.

Furthermore, we communicated that we did not know the travel documentation requirements for Amsterdam. However, she only stated that the US requires a negative COVID test. We showed her our passports, negative antigen tests, and documentation of recovery. She was unwilling to tell us what documents were needed for our route.

2. Refusal to abide by CDC travel requirements per the US guidelines: As part of the US entry requirements, we were prepared with official documentation of recovery documents that met the CDC guidelines. These documents were verified by multiple travel agencies and licensed physicians and met all requirements for documentation of recovery. She refused to acknowledge that these met the US guidelines and stated “No. It is my rule, I decide what is accepted and what is not accepted, not CDC. This will not be accepted.” When we offered to show her the CDC checklists for airlines, she threatened to cancel our booking and began scanning our passports into the computer.

3. Refusal to escalate the issue to her superiors or identify herself as a KLM employee:

As the discussion escalated, we asked to please speak with another agent or supervisor. She refused to contact anyone else. We said we needed help, that our flight was canceled and that we needed information about our new route. She stated, “I am closing the counter this isn’t my problem.” At this response, I asked for her name. She then, turned her employee identification badge inwards as to conceal any identifiers. I asked if she was even a KLM employee and she refused to answer and scoffed at us, walking away from the counter. At approximately 6:44 am we saw her socializing with other colleagues at the air Europe counter around counter 540.

4. Inappropriate use of our personal information: We provided this agent with official documentation containing personal information such as US passport numbers, date of births, names, and personal health information related to COVID. This was provided to her as she presented herself as an agent able to assist us. However, she used our information to ‘flag’ and block our ticket. We were unable to check in to our new flight by phone, website, or app. When we arrived at the airport the next morning, the new agent was not able to check us in without assistance from other staff. This created additional inefficiencies amongst an already short, staffed counter.

Employee description: Approximately 5’5, female, Caucasian, 55-65 years old, dark brown/black hair, brown eyes, seated at or around KLM counter 429 at approx. 6:15 am on January 29, 2022. The itinerary receipt that she printed for us has an EMIS/issued by: [protected]/LIS and I believe that is her employee ID.

This employee refused to review our COVID-10 documentation for the US and is in direct violation of current US CDC COVID-19 protocols and likely did not follow standard company policies or procedures. This created significant hardship and distress, particularly in my current condition of being 18 weeks pregnant and her behavior should not be overlooked. She is unwilling to review COVID-related documentation, which is a direct responsibility in her role and will impact the continuous, global spread of the virus. While her unwillingness to review documentation prohibited us from gaining information about our flight or checking in, the same behavior and lack of protocol could result in COVID-positive passengers being allotted to travel without proper authorization. Please advise as to how this situation will be rectified.

Desired outcome: Acknowledgment that employee has been identified and reprimanded

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2:05 pm EST

KLM Royal Dutch Airlines Problem about my flight booking - SYY5EX

My return flight from Montreal to Toronto has been cancelled and I had to buy a ticket myself to be able to be on the Toronto Amsterdam KL0692 flight !

As my flight was cancelled, KLM has booked me on the Toronto to Amsterdam flight KL0692 but forgot to book my Montreal to Toronto trip.

As a consequence of this, I had to buy a new ticket with Air Canada for the Montreal to Toronto leg which costed me an additional 600 CAD.

Desired outcome: I need KLM to reimburse my flight ticket that I purchased with Air Canada for the Montreal to Toronto = 596.86 CAD

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1:54 am EST
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KLM Royal Dutch Airlines Online booking system

Filed a complaint 01/11/21

No one has responded yet. I have made sever calls, waiting upto 1hr each time for the call to be answered.

Terrible customer service

I made a booking online the payment was accepted, the locator was given. Received an email 10 minutes of making the booking advising payment failed, even though klm held this payment for 5 days.
The same flight was booked the following mor with the sa card, I a a freq flyer member and the fare was gbp58 more which went through

Desired outcome: Difference in the flight cost to be reimbursed

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7:14 pm EST

KLM Royal Dutch Airlines Refund issue

Hello, I tried to send you an e-mail with my complaints, but no respond..
I have recieved a decision from an attorneys office, regarding I have the right to recieve back economical refunds from KLM. How come you will not respond to the courts already decision?
Please see the attached file and contact me for to solve it.

Thanks in advance,

// Daniel

Desired outcome: Get my refund back, in cash

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Update by DjkJr
Dec 01, 2021 7:17 pm EST

inguiry regarding the decision from ARN

D

Daniel .

Till:

Customercare@infos-klm.com

Ons [protected]:23

041 - Beslut [protected])

PDF280 kB

Hi KLM / Customer Care Services!

I have received a decision in this case from ARN

[protected]), that according to EU Regulation 26/2004, and EU case law, passengers are entitled to compensation under Article 7 (1), if a flight is canceled, or delayed, so that passengers arrive 3 hours, or more according to the established timetable.

In its decision, ARN announced, among other things, the amount of EUR 600 per passenger, plus interest, in accordance with Sections 4 and 6 of the Interest Act per passenger, to me.

Thus, we were two travelers in this case.

We now wonder how KLM intends to utilize this financial compensation for us.

Would be extremely grateful if KLM would heed ARN's decision in this matter, and promptly replace us in accordance with this decision.

Advantageously, this can thus be done by depositing in a Swedish bank; thereby substantially facilitating the replacement process.

Please pay the amount and interest that ARN has announced in its decision [protected]).

Thanks in advance,

As well as on reunion;

Nils R. Daniel Kämpe

Advantageously, the payment is given to:

Swedbank BIC: SWEDSESS

                           SWEDSESSXXX

IBAN: SE23 [protected]

Amount: 1200 EUR (600 EUR per person), 

                                 plus interest

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1:49 pm EDT
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KLM Royal Dutch Airlines KLM Cancelled my booking

I booked a two-way flight from MEX (Mexico City) to MUC (Münich), and paid $20, 000 MXN, then after a while, I changed the date of the flight and two things happened:

1.- The date didn't change
2.- my return flight booking was CANCELLED

After an odyssey trying to figure out what happened an unhelpful customer service, they told me that my only option was to "reschedule" my flight and they charged me $16, 000 more on top of what I had already paid. No vouchers, nor refunds for a mistake of their software.

Desired outcome: a return of my money and an explanation of what happened

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10:10 pm EDT

KLM Royal Dutch Airlines Attitude was worst I've seen in 30 years of been in business

I was on the flight (KL 1230) with your airline, and I have some concerns that I wish to address. And the reason this has come about, is I had a connection to make at AMS to an international flight, in a time period of 50 minutes. Any delays, would have affected me greatly. So this is why the following is important. Be aware the flight I am trying to catch is 9 hours long. I miss that, my whole day is gone.

Flight was on October 5th
KLM KL 1230
CDG
OPERATED BY KLM
AMSTERDAM
AMS
BOARDING 09:45
DEPARTURE 10:15
TERMINAL / GATE 2F / -
SEAT TRAVEL CLASS 10D Economy

Departure was to leave at 10:15 am, the flight left at 11 a.m. The passengers were advise of 3 reasons for this.
Delay in boarding the airline.
Some passengers never showed up, and luggage had to be removed.
Delay of 10 minutes for high winds.

Under no circumstances am I going to complain about number 2 and 3. Safety comes first, including my safety. Thank you for doing those 2 items.

But their was a delay in loading the plane with its passengers. The line up for this boarding gate was 100 feet long with passengers. You only had one person, checking for passports. You only had one person running the boarding passes through. And you had an automatic scanner. This scanner people were having problems with it. Not once did I see a KLM employee come over to help people with it. Numerous times it did not work for people, so they had to go over to the one person checking the boarding passes.

I am in this line up, and been 62 years old, been in business 30 plus years, so I have been on numerous flights. I am thinking out loud to myself, that this was the worst boarding lineup I have ever seen. You want to see crowds, fly in the USA, but they handle it, and process in promptly. This was a fail, and it almost cost me a day.

Second problem. The flight takes off 45 minutes late. As soon as we get to flying attitude, with seat belt sign off, I ring for the flight attendant. The gentleman comes over, I advise him, that I had a connection to make that was 50 minutes long at AMS. And I advised him, that with the 45 minute delay, I have concerns that I will not make this connection. His reply was that the pilot will go faster, and we will only be 5 minutes late at AMS. This comment of a 5 minute delay, wad not correct, and is a falsehood; and his attitude was to flip me off, as if I have no concern. That is the impression I received in his conversation. He could have looked at my connection and advised me what route we can take to make sure I make it. Keep in mind this attitude. Fellow passengers in the row behind me also brought up, they had connections, and were concern they would not make it.

An announcement was made later during the flight stating the connections and where. The airline speakers you had on this airline, was so tinny, I could not understand, where that would be.

And then we get to the point where we are unloading the plane at 12:00 noon, and I have that connection to make in 25 minutes. I do not know the airport, and I could do with some advice. I go up to 2 of the flight attendants when I am getting off, and asked them what they could do to make sure I make this Calgary flight. And I am told was "you better hurry", and "just follow the signs". This is the attitude I get, that was along with the first conversation I had. Do you really thing as a customer that this is satisfactory?

I do not know the airport. I could have been told was at the very least, turn right, or left at the departure gate. But no I get that attitude.

So what I had to do was run (and correct me if I am wrong here), from 1A to gate F. I had to go through a passport control. I had to do a health check. And I had to run as fast as I can to make it. I get their at 12:25 pm, and luckily flight was delayed 10 minutes, so I made it. But I am not a big fan of having to run through an airport as fast as I can.

I have concerns on how this was handled. With the delayed boarding, lack of advice, and the attitude. That attitude shocked the heck out of me. I had employees for 30 years, and if I ever heard of my employee acting that way, their would be consequences.

This is what should have been done.

If that connection is that close, take those passengers into account and let them de-plane first. Does this happen, absolutely. I flew Air Canada business from Vancouver to Montreal 3 weeks ago. An announcement was made that 2 passengers had a very quick connection to make, and could everyone remained seated, so they could come to the front of the plane. That was done, and everyone was more than happy, to help, including us in Business.

Advice. Just a simple thing, when I said I have to fly international, what is the process at this airport. I could have been told turn right, and you would have to to the end of the terminal. But instead I am told "you better hurry", and "watch the signs".

Things are difficult for all of us, especially airlines. But as a business person, who had customer relationships for 30 plus years. I would never, never give someone that attitude.

We can say, things happen, delays to happen. So be it. But what is not forgivable is the attitude I received. That is just not on.

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2:10 am EDT
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KLM Royal Dutch Airlines Racist against brown people

Recently we bought 5 tickets to travel from Cambodia to Ecuador. We are all Cambodian nationals. Upon arriving in Singapore to board the flight to Amsterdam. We were told at the gate we would not be allowed to travel for security reasons. With no further explanation.
Later we were told its because we did not check any luggage. It was all carry on.
Which is a flimsy lie and excuse. We were picked for our color and nationality. Other passengers had only carry on, yet boarded without issue. This is not the first KLM has treated our family in such a manner. We are heart broken as we have planned this trip and fully paid for everything. We are being treated this way solely for the color of our skin and nationality. My niece and sister in-law are in tears as this completely heartless, racist airline force them to return home and spend 14 days in quarantine. We have only been out of the country for 24 hours.
I own a home in Ecuador. My child and husband are there. I came to Cambodia to visit my mother and bring families members back for a holiday. KLM Airlines has ruined what should have been a joyess experience.

Desired outcome: Expose KLM Airlines for the racist airline they are.

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Update by Sreymom
Sep 13, 2021 2:40 am EDT

KLM apologizes for discriminating against Koreans
https://www.koreatimes.co.kr/www/tech/2021/08/774_283476.html

Dutch Airline KLM Investigates Racist Comments Against Moroccans
KLM Royal Dutch Airlines — Racist against brown people

Do you see a pattern here?

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3:20 pm EDT

KLM Royal Dutch Airlines Contacting KLM in †he Netherlands

Dear Sirs,

When staying in the Netherlands, I and my wife Guurtje Kisch-Heringa needed to postpone our return flight to Israel from July 12 to July 21.
Since no email address was given to do this, I had to do it by 'phone
When trying to contact the KLM servicetelephone [protected], on July 5 and 6, I received recorded messages variously stating that that waiting times were over 10 minutes or one hour. On at least three occasions I waited for a reply for well over an hour, without getting a response.
This is appalingly poor service.
If you are unable/unwilling to let me have a convincing explanation beyond the standard "we are very sorry for the inconvenience", I will seriously have to consider not flying KLM in the future.
I may mention that I am a Flying Blue member of old standing, nr [protected] 3.

Yours sincerely,

(Prof.) Hanan Kisch
e-mail : [protected]@bgu.ac.il
Tel : +[protected]

Desired outcome: Explanation for poor telephone service

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7:21 am EDT

KLM Royal Dutch Airlines Ticket refund amount

Dear sir or madam,
I recently requested a voucher be issued for the remaining part of the journey (Minsk-Aberdeen) Booking # J9NPKE (Alena McRobb) I received an email from KLM providing a voucher for 115EU this is 25% of the original ticket purchased and an absolute insult to your clients, especially flying blue clients whom have regularly utilised the KLM service over years and when there is a travel ban the refunded part of the ticket is not even sufficient to travel back to the original destination.

I have made several calls to your KLM Netherlands office (at my cost) I have waited 30-40mins on hold, been cut off and not provided with sufficient answer as to why such a terrible refund would even be considered. I would appreciate an official answer as to why a reasonable offer wouldn't be made considering I have a friend whom was offered 250EU by KLM AMS just to take the next flight out returning to the UK, it would appear to me there are some serious flosses in the refund system?

To be completely frank I am so disappointed in KLM regarding this complete process, I would like this to be taken as an official complaint.

Alena McRobb
alena.[protected]@me.com

Desired outcome: Voucher reviewed and alternation offer provided (acceptable offer)

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6:22 am EDT
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KLM Royal Dutch Airlines Delay in refund

I was suppose to travel with my family (5 tickets) to LAX, USA on 30 May 2020. The Flights cancelled due to the current COVID-19, I requested for refund and waiting since 09-June-2020. Its Almost 5 months and there is no response from KLM. Then a Mail came to provide bank details and no updates since then. What to do next?

Ticket numbers: [protected], [protected], [protected], [protected], [protected].

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10:40 pm EST

KLM Royal Dutch Airlines about flight delayed

5 March my flight from Kuantan to Kuala Lumpur MH 1281 7.50 was announce delay at 6pm to 9pm. Well is ok I still can catch up with my klm flight to Amsterdam at 11.50. Then second announcement that the flight delay from 9 to 10.40. Why not announce once at 6 saying that flight delayed to 10.40 so that I can take a cab from Kuantan to klia? I still can make it. Now I have to rebook my klm flight and pay extra 500 USd. Your airline is really unreliable. I should have listened to my friends advice not to take this flight from Kuantan to kL because is always delayed. Very disappointed.

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11:16 pm EST
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KLM Royal Dutch Airlines refusing to pay compensation

Customer reference number [protected] kl1432.
Why is your reply information system not recognising this number above, I have tried for four weeks to send you my passport information again and again without success.
The passport information has been sent several times previous, it is a clear case of you refusing to pay compensation for your flight delays.
I am now considering legal action against klm for refusing to pay my hotel bill and not providing the relevant compensation for a 24 hour delay (600 euros) for a delay on a flight over 3500km.

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Update by tony armstrong
Feb 21, 2018 11:18 pm EST

not using klm again

Update by tony armstrong
Feb 21, 2018 11:17 pm EST

NOT using klm again

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4:25 am EST

KLM Royal Dutch Airlines excess charge of amount onboard

I travelled by klm1653 on 01 nov 2017 and made a onboard purchase of jbl cordless headphones (art code 72) costing 99 euro.
Txn id [protected].
Sales id 652920,
Auth code 84612
Df name a0000000041010
Whereas as per statement of account as recd from hdfc bank, I have been charged 115.68 euro. kindly help in remitting the excess amount asap.
Thanks

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12:05 pm EDT
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KLM Royal Dutch Airlines airline & poor customer service

Do not use KLM ever! Below is a copy of our self-explanatory email sent to CEO of KLM on 9/17/17 and when no RSVP sent again on 9/21.
To date we still have no rsvp! Not even the courtesy of an acknowledgement so we filled a complaint with USDOT:

Sent: Sunday, September 17, 2017 7:09 AM
To: Pieter.[protected]@klm.com
Subject: EBB to JFK Experience

16 Sept 2017
Mr. Pieter Elbert, CEO
KLM Royal Dutch Airlines

Pieter.[protected]@klm.com

Dear Mr. Elbert,

When we traveled to Kenya in 2009 we used KLM booking thru Delta, as we have used Delta Airlines for decades. When my daughter and I planned to travel to Uganda in we booked thru KLM in February 2017 at a cost of some $1919.46 (Originally $1823.88 plus seat charges of $95.58) for our trip to and from Uganda on KLM/Delta from Sept 3 thru 14 of this year. The first heads up that much had changed since our 2009 trip was when we had to pay additional charges for our seats after confirming our flights, but we let that one slide.

No doubt you would be interested in our trip back from Uganda. As a former CEO of my own company I believe that you may want to be informed if your employees and airline are not living up to high standards. We are sorry to report that on the return back we found several of your personnel who were unfriendly, disinterested, and inaccurate - repeatedly giving us erroneous or worse, false information. At least two of who were downright rude in ignoring our fair requests as if we never spoke to them!

The specifics: When we arrived in AMS on your Flt KL935 on 14 September, we noted that our next flight [KL1723] had a ten-minute delay. As we only had about a 70-minute window to make that connection, we went to your Customer Service desk at AMS. Your agent advised us that there was a direct flight from AMS boarding at 11:35 but that our flight should arrive in time to make our connection to KL6141. A bit later, at the gate we saw flight KL1723 was further delayed. We mentioned our concern to your male agent at the gate, asking him to change us to the later flight out of AMS. Instead of acknowledging this request your agent told us we would arrive on time. As the flight was delayed again, we more urgently again asked the same gate agent to change our flight. Completely ignoring our request he told us we could still make, it someone would escort us off the plane to the other flight, and that the airline and that flight was aware of our delay. Everything he told us was inaccurate, of doubtful veracity, and the behavior of that gate agent in totally ignoring our request to change flights when he could was downright rude! On board we again mentioned our close schedule to several of your crew members and were told they would try. The crew was unable to tell us the gate number of KL6141 but again advised gate agent at destination would escort us to our other flight. Another falsehood!

We landed in Brussels right around the time flight KL6141 was taking off. When we got to the gate another of your very rude agents gave us a piece of paper with “Avipartner” written on it telling us they had rebooked our flight. We asked for someone to show us where this Avipartner was but the rude agent just pointed and said, “that way”. We advised we were told someone would show us the way as we do not know the Brussels Airport but your people ignored that request also. We went “that way’ and found a closed Avipartner desk so went back again repeating our request for an escort and were again told that way then turn left which was still not fully accurate or complete directions. To make a long story shorter after this 73 year old disabled Veteran, who is not in the greatest of health, and his daughter trekked around the Brussels airport with hand luggage for 45 stressful minutes of hunting and asking various airport personnel for information, we finally found another Avipartner desk, which was NOT “just that way” or just “to the left” as your agent advised. Shame on them and KLM!

We certainly understand bad weather delays but fail to understand the lack of customer service, unfriendly, uncaring, rudeness, and disinterest of your employees. We trust you will not either.

Avipartner booked us on a Lufthansa flight to Frankfurt with another short layover to catch a flight from Frankfurt into JFK. We again asked for a longer delay or direct flight but were told none were available. That flight was also delayed and landed about a minute before the scheduled takeoff our connecting flight, which was quite far from the landing gate. My daughter literally ran to the next flight to hold it for me. She ran with her hand baggage having to run up several flights of steps to get there only to discover we had again missed the connecting flight. As I caught up to my daughter she did not look well and had to sit down before we went over to the Lufthansa Customer Service Desk. The Lufthansa employees were a much more friendly and customer oriented. They had to put us up in a hotel with a Delta flight back to JFK the next morning. We finally landed in JFK about 1PM 15 Sept, some 24 hours after we were supposed to! Both of us were worn out, and not feeling physically well after this long trek around the airport and the physical and emotional stress of missing the flights. Some of your people need the same customer friendly oriented training that your partner airline Delta gives to their employees.

Based on this terrible experience we have lost confidence in KLM and will never again select KLM as our airline of choice. We will tell of our experience on various travel sites so future passengers will be aware. We look forward to your response to our concerns.
Sincerely,

HK

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KLM Royal Dutch Airlines airlines seat charges

Happy to get good rate for KLM flights to Africa but then got bill with almost a hundred dollars in additional charges for seats. We were not advised, nor did we agreed to these additional charges. These were just regular seats not extra space or anything like that! Called KLM and they advised charging for seats is their policy since 2016. I advised that our state looks down on charges that customer is made made aware of and agree to at time of purchase. told they can do nothing so had to pay.
KLM get the shame of the year award!
We request a credit of $95.58

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KLM Royal Dutch Airlines klm ticket counter at kuala lumpur & klm customer care europe.

My Vietnamese Partner and I travelled with KLM (for the first and only time on 18th December 2016), and with many other Airlines we regularly use.

This time with KLM at the KLM Ticket counter at kuala lumpur after going on-line to confirm our booking and printing out our boarding passes we only wished to have them take our luggage etc and check everything was good to go, nothing more we thought.?

Unlike all other Airlines we used on this trip (Jet Star, Cathay Pacific, Air Asia etc) the ground ticket crew put us through horrendous humiliating and embarrassing questioning in front many lined up customers and staff. We were treated we feel like criminals!

We brought this up with the manageress over the Ticket counter at KLM and she was very unfriendly and rude, very dismissive etc!

The Male steward on the flight suggested we speak to his manageress who attempted with her poor English and writing / typing skills type out a complaint. This was on 18th December 2016 and by the 8th January 2017 we had heard nothing in the way of a reply.

Ignored we contacted their KLM President via email (Mr Pieter Elbers who could not be troubled to email even from one of his staff) and yet entered KLM so called 'customer care Europe' with the unbelievable Dismissive attitude saying 'From your account there appears to have been a misunderstanding' well the male steward of KLM who said it was not their policy did not think so!

How can a customer be treated with such contemptuous attitude and humiliated in front of many fellow passengers and staff at an Airport ? Especially as No Other Airline ever treated us as they did! How can a 'Customer care' unit so readily dismiss our concerns with indifference in a way that added to the harrowing abuse we were subject to!?

This is inexcusable and yet this 'customer care Europe' man at KLM did everything he could to excuse this behaviour stating policy no other airline have ever used with us ever.

KLM WE are valued customer NOT Criminals ! Sadly Not Valued by KLM! We Will Never fly with KLM ever again and be humiliated and embarrassed as Your staff chose to do to us Publicly!

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