KLM Royal Dutch Airlines

I will try to lay it out as much as possible... and try to give you the tone of the conversation as well. Quite difficult in a written version. It is lengthy... but it is necessary to explain the course of events over the 24 hour period.

We arrived in Atlanta on time... and went to the Delta Sky Lounge to relax until our next flight. The hostess informed me that another flight to Paris had been cancelled... and they were looking for volunteers, so I proceeded to the gate to place our names on the list. They did not need us to give up our seats... but they DID at the time... they were needing to move to accomodate passengers traveling together. we volunteered to move. It was a full flight... and I had some very talkative neighbors... so we didn't sleep on the flight to Amsterdam. We arrived tired... but happy & excited to get going on our first vacation to Europe with the kids.
This was an educational trip and my husband was joining us two days later... so it was up to me to get the kids to see the sights & get to the hotel in Germany safely.

We immediately went to the sky lounge to utilize the showers & enjoy some peace & quiet.
While there... I spoke with the staff about the educational sights in Amsterdam we wanted to see to fulfill their requirements for school. Since we had such a long layover, They were very helpful, and gave me a map, what train to take as well as a great coffee shop on the way. we were quite pleased. It should take 2 hours.

We enjoyed the train, the square, saw Anne Franks House & got back to the airport at 4:00.

The line for security was extremely long. By the time we got through, and ran to the gate... we missed the plane by 10 minutes.
The gate agent instructed me to go to Delta/KLM guest services... there was another flight leaving in a hour or so... they could get us on the next one.

So... we walked to the guest services, waited our turn & spoke with the agent. She was pleasant and did not seemed worried. THEN... She asked what happened that we missed our flight. I told her "to be honest... we were visiting Anne Franks House & when we returned... security was too long to get through in time." So I explained the children's project they had to complete and all the places we visited. Told her the time we returned & what the gate agent said.

She started typing... took about 10 minutes. Then proceeded to tell me "You owe $600 euros. How will you pay for it?"
I asked her why was she charging me the money? She said "Change Fee".
I explained that I did not have that much money to spend. And she said "Then you need to call somebody."
I told her my phone did not work in Europe, I had to buy another phone, and I really did not know whom to call for the extra money.
She said to her agent neighbor... "Who travels in Europe without at least a credit card!"
I then began to get a bit upset. I told her I DID have a credit card, but it was for our two week trips expenses. and I had not budgeted for a fee like this. I did not have the money.
She told me "Then you do not have a ticket!" and smiled to her agent neighbor... who rather uncomfortably smiled to me.

Not knowing what to do... I walked away.
I began looking for a Delta Rep. Everyone I met referred me back to the guest service desk. Then I found a supervisor to the reservation team. She was so nice. I was crying by this time. She asked why I just didn't get on another flight... and I explained what had happened. She asked which agent I was dealing with... and I showed her. but I did not know her name. Her words were... "if you had simply told her you missed the flight... she would have rebooked you. OR... if you had stayed at the gate... they could have helped you."
But this didn't help me now. She said... come with me. She gave me 3 calling cards to talk with Delta in the united states. And spent 15 minutes with me helping me find the right number to call & looking at other flight options. After I knew my flight, I went to the phone I had to use to call. The cards shut off on each card before res answered. So I was unable to get through to the res in US. All the local offices were KLM agents... that ALL referred me back to the guest services desk at the airport.

I walked back to guest services... and told the agent that I needed to speak with her again. I asked her if she could PLEASE talk to a supervisor about my situation. She said "no one is available. It is my decision. She will side with me" At this time I had enough... so I insisted to speak with a supervisor. She again told me no one was available... and wouldn't be available until 7:00. and if I waited... I might not make the next flight.
I said... I will wait.
I asked he name... and she leaned forward and said in very distinct English... accenting EVERY letter & sound... "TICKET AGENT!"
I said... your name is ticket agent? She said "Yes".
and left the desk to go behind the wall. Yes... I was crying... but not hysterically. I had not slept in 36 hours by this time... and was additionally frustrated by the agent.

I looked at the agent next to her... and said... can YOU help me? And she nervously looked around and said "the decision has been made." I said... she told me her name was ticket agent... and the other agent explained that they are not allowed to give out their names because of Facebook.

I left and returned 15 minutes later.
I decided that I would activate my rail pass... and just go ahead to Germany from Amsterdam.
I asked for my luggage.

Because the original agent was on break, I was then told by the other agent... that if they got my luggage... and I did not complete the segment to Zurich... that my ticket would be cancelled for the rest of the flight. I would have to buy another ticket to go home.
I asked if they could override it in this situation... and they told me it was not possible. I left crying.

At 7:00 I returned to speak to the supervisor. She was very nice, pleasant & took quite a bit of time "researching my ticket" and talking to the original agent. I explained my situation to her, why I was honest about leaving the airport, what the others in the airport had told me I SHOULD have said, how I had volunteered my seat in Atlanta and did not have the extra funds to pay the fee. I waited 45 minutes while they talked, called people, & generally walked around.
I was not making a scene (other than my tears)
I was very polite... but to the point as what I expected, what I was able to do & that I had two children waiting patiently behind me that were really upset watching me cry.
She said she had no authority to override the fee imposed by the original agent.
That I had to pay the fee... then when I returned home, talk to my Delta Customer relations rep to seek a refund.

I was stuck. I had no choice.
1. Pay the change fee & continue on.
2. Not pay the change fee and live in the Amsterdam airport.
3. Leave, without luggage... and pay full price for a return flight.

None of these options were anything that I could afford.
I paid the fee to the original agent. She issued the tickets for the next flight which was leaving in 30 minutes. When I turned to leave, Her comment was... "I hope you make it this time to the gate!" I looked at the agent next to her and informed her that she was the rudest woman I had ever met... and it did not look good for Delta or KLM to have such a person on their front lines... especially in customer service. I then told her & the supervisor that I wanted to make a formal complaint. They told me I would have to do it to Delta since my ticket was issued by Delta. Having no further recourse or choice... I turned to leave again.
My daughter (age 12) witnessed the original "Ticket Agent" laughing to the agent next to her. She said... "mommy she is laughing at you."
Horrified... I told her she wasn't worth my time & energy any longer... and we had a wonderful vacation to re-start! So we were offered an express pass through security by the Delta/KLM rep that helped us earlier with the phone cards and we made the flight.
When we arrived in Zurich, our baggage did not. (I still believe the "Ticket Agent" did this on purpose)

The KLM lost baggage rep was very kind, apologetic & gave us the care packets. & routed our luggage to the hotel where we were staying the next night, Zurich Swissotel because my husband would arrive the next day..

Because of the delays... we missed our train to Singen Germany & we missed our guaranteed hotel night at the Holiday Inn Singen. (They charged us for the room anyway because we could not cancel in time). There were no hotels with availability in Zurich when we arrived at midnight that evening... so we were allowed to stay the evening in the lobby of the Zurich Swissotel... they knew of our situation and we had a reservation their for the next evening. (Frank was very sweet, accomodated myself & the children by allowing the children to actually sleep in the lobby of the hotel while I sat up all night. At 7:00 AM they cleared a room for us to go ahead and enter. The customer service was above & beyond normal. I have sent personal letters to that hotel for their help.)

To add injury to insult... the luggage did not arrive the next morning either. So... since we could not get to our scheduled academic work in the Black Forest... we made the best of the day in Zurich. We sported our white T-Shirts & Black socks (KLM wear) the next day and went to visit the educational sites in the city. I have attached our photo showing the KLM wear in a humorous way... we really DID try to make the best of it).

Our luggage arrived at 8:00 PM that night.

And we picked up my husband and continued on with our trip.

I wanted to give you a "feel" as to how this 24 hour period went... and it was the beginning of a vacation that ended beautifully... but we lost an entire day of our vacation... that we will not get back... plus fees plus "no Show" cancellation charges for hotels & activities.

I recently bought a KLM ticket to the UK from Japan, I do this at least 3 times a year - I spend an awful lot of money with KLM exclusively as they fly into Cardiff and it saves me from going through Heathrow.
When ordering a ticket online, did you know that they can sell you non-refundable tickets without telling you? No? Neither did I, until I tried to change the details after having an accident at home and not being able to fly.
When phoning KLM they told me that I had agreed to the terms on the website - but I didn't see anything regarding these non-refundable tickets - only to 'check my details carefully'.

So basically I have lost 600 pounds on an airline ticket if I decide to cancel and they will now resell to someone else and make twice the amount of money off. KLM doesn't mention any specific details of cancellations on the website either - and it's not written on my tickets or on any of my other e-mails.

Quite honestly, even though I have a leg in a cast I'm temped to board the plane and they will have to work stuff out for me - I dont see why companies can just take money away from you, it's disgusting.

Well KLM, if you are reading this - I normally spend about 4000 pounds a year with you guys, times that for all the years that I would go to the UK for the rest of my life (roughly another 30) and you have realised that you have lost 4000 x 30 = 120, 000 pounds. That's an awful lot of money just because you don't want someone to move a ticket!

Good luck to you, I won't be seeing you again - I'd rather fly to heathrow and commute home rather than to book a flight with you again.

Beware before you use KLM airlines
I have written to KLM airlines to try and sort this unfair system that they operate within. We are an organisation that will never ever use this company again. Their customers service is appalling, rude and down right ignorant, they have not had the courtesy to reply, only pass this issue on to lastminute.com and after weeks of corresponding and telephone calls to them, they eventually informed me that they had nothing to do with this booking.

Customer Support Department
South Terminal London Gatwick Airport West Sussex, RH6OPU

May 31st 2011

Dear Sir / Madam,

Online flight bookings - Booking code: YWAZ2A and YWGASH

On Thursday May 27 2011, I attempted to book online tickets for 11 people through - Skyscanner flight search. The set-up on this website only allowed me to book a maximum of 8 persons and they then sent me to your website to continue with my request. Because of the set up I completed an identical booking on your site for 6 persons and 5 and sent them simultaneously to you. The first 6 persons were accepted and the 5 was rejected, the reason given on your website was that this e-mail address had already booked tickets and my request for the five persons was refused. I then reset the booking for the five persons on your site and unfortunately made an error in the booking time which you will see from the ticket reference numbers above. In a short time I immediately communicated through your website customer support section and pointed out my mistake.
On Friday and Saturday morning I received an e-mail (unfortunately I was away on Friday) and contacted your Customer Support Department on Saturday morning by telephone as requested and the lady on the line explained that she could only advise by the guidelines of the Company. I the asked her if I could discuss the matter with her manager and she said that she would place me on hold, I waited for approximately 20 minutes and without any explanation from her about the delay I replaced my handset. I am totally dissatisfied with this person arrogance towards me and would ask you through you phone call trace system to reprimand her.
Because of the genuine mistake that I made, I have now had to make an amendment to the flight booking code: YWAZ2A at £77 per person and would ask you to consider a goodwill gesture and waive these excessive charges or reduce them to cover administration costs only.
I look forward to hearing from you soon and would appreciate your help on this matter.
Yours sincerely,

Colin Thomas

My dog has flown on KLM as excess bag in the past. Most recently from South Africa to the Netherlands. Now we are relocating to South Africa from the Netherlands less than a year later with KLM and I have purchased my ticket. After trying to get my dog tickets for the same flight as excess bag on KLM, customer care and reservations now says that my dog cannot come on board as excess baggage. I contacted South African and Dutch vets and authorities to clarify why KLM would deny my dog to fly as excess baggage. These vets and authorities clearly stated that my dog could fly as excess bag but that he had to go through the cargo department on arrival South Africa to be checked by a vet. KLM says that information from IATA and South Africa state otherwise. They say that all pets must go through cargo and never as excess baggage. But they do not want to read the rules (which South African and Dutch vets and authorities emailed me) that state pets can travel as excess bag then go via cargo to be checked by a state vet at the Johannesburg airport. I had more than 10 telephonic discussions with their staff and they did not even want to hear or read information from the vets and authorities. NOW, I am forced to pay more than 1, 200Euros to have my dog go in cargo with expensive cargo carriers. This is disgusting. KLM does not even listen to anyone especially its loyal customers. They have disappointed me on many occasions but now I'm furious and will be suing them for damages.

Below is quote from South African vet authority...
..

'All dogs and cats imported into South Africa must be registered, as manifest cargo and can not fly as excess baggage. The Directorate Veterinary Services does not have veterinary officials at the passenger terminal of OR Tambo (Johannesburg) and Cape Town International Airport to check the paper work of dogs entering South Africa via the passenger terminal of the respective airports. The dogs and cats can only disembark via the cargo terminal of the respective airports.

Dogs and cats may travel in the cabin with the owner, if allowed by the airline, but the pets must be registered as manifest cargo and the airline staff must take the pets from the owner on landing so that they can be off loaded from the plane via the cargo terminal. '

I bought a round trip to ticket to Bangkok with Royal Dutch Airlines. Compared with other airlines
the price was higher but I was assured by the ticketing office that 28 kilos would be allowed as check
in luggage. During the flight, the food offered to the Economy Passengers was little and awful. We
barely touched the bland menu. On my way back, I checked in 26 kilos, the Ground Steward said I
was only allowed 23 Kilos. I showed my ticket which indicated 28 kilos check in. The Steward brought
it to his chief and I waited for ten minutes. The Officer said it was a mistake and I was forced to remove
three kilos from my luggage. When I asked for my ticket for check in. He could no longer find it. I was
detained at the check in counter and again at the Immigration.

Avoid Royal Dutch Airlines (KLM) at all costs. Do not be fooled by its incentives on additional check
in luggage. Middle Eastern and other Asian Airlines are generous with luggages. Furthermore, their
Ground and Air Services are excellent to be compared with this stingy Royal Dutch Airlines.

Dear KLM
In August 2010 I bought a return ticket to Peru from Sweden with the following route (Got-Ams-Panama-Lima). When I was in Peru decided to change the return date and the return destination for London. So I went online and try to book it but I would not let me so I had to phone KLM in Peru to check for available dates and prices. The customer person who answered me was very nice and friendly and informed me that if I decided to change my ticket to London on January 28th I only needed to pay 7.64 dollars (confirmation email). I could not believe my penalty payment was so cheap so I double check by asking her if this information was correct (calls were recorded by KLM), the person on the phone informed me that she was going to check if there was any problem with the system and ask why the tariff was so cheap.
After waiting a few minutes on the phone she confirmed the tariff and explained me that there were many reason why this new ticket was so cheap, the chosen date of return, flying direct with KLM instead of using partner airlines via Panama and apparently flying to London was cheaper than Sweden, so instead of refunding me this money I was deducted the penalty fee for changing my ticket meaning that I only own them 7. Usa dollars.
I didn’t buy the ticket immediately just because I had some business to solve. When I called back to KLM I had a different person on the phone (phone call also recorded by KLM), I asked her for the same thing (changing date and destiny) for which I had different news prices, so I explained her the deal I was previously told and it was still available. (Seriously what kind of system they use that gives complete different information according to user), anyhow, one more time after some minutes waiting on the phone she found the deal I wanted it but this time she told me that she need it to double check this information, if the system had collapsed again. I explained her that the other people on the phone give me those reason and if that could be possible and she agreed with me. Due to this reaction I asked her if she could send me an email confirming the offered rate (very lousy email confirming the price) and proceed to disclose my credit card details for the payment. I keep calling KLM to get a receipt from them for my payment (which KLM never bother to sent) since I could not see the transaction on my credit card and I was afraid they wouldn’t let me board. Great was my surprise when I check in and received summary receipt stating a charge of 134american dollars which I didn’t even know why, or when did I approve it. So guess what I never really even got charge this 7 dollars by KLM they just charge whatever they considered, without consulting me, informing me or approval at all. SO I went to KLM customer center in Peru and they just didn’t even bother to apologize just “let me know” that complaints were meant to be doing online so they could bother to help me. After sending claims over a month I receive the following “apologize” from Niels Nielsen (KLM Europe Customer Care)
Dear Ms Faura,

Thank you for your messages sent 29 January, 14 February, 16 February, 1 March and your telephone call 15 March 2011. Please accept our apologies for the inconvenience you experienced when you rebooked the return leg of your flight to the 28 January 2011 from Lima to London via Amsterdam onboard flights KL 0744 and KL 1021 and the penalty fee you were charged.

It is always our intention to offer our customers clear and accurate information regarding our services, so I am sorry to learn that you were unhappy with the information provided by our Reservations staff in Lima.

However, theres seems to have happened a serious misunderstanding. The information you received was correct that your rebooked return leg was indeed potentially cheaper. On the 10 August 2010 in Sweden you bought a ticket with restrictions on rebookings which meant that it was cheaper then tickets with changeable return dates but also meant that you would not be refunded if your travelled on the same class, which you did (Q-class), although it might be changed to a cheaper trip.

Therefore the information you received that the penality fee could be deducted from the fare difference was a misunderstanding, because based on this fare basis you had to pay this on top of your original fare. The new ticket was automatically generated and it fully complies with the fare basis your original ticket was based on.

I can assure you that your comments regarding this matter will be forwarded to the attention of the Reservations department for internal information. Improvement to our service continues to be an ongoing process and I would like you to know that by taking the time to write to us you have greatly contributed to this.

I do hope that the above explanation will help soften the negative impact of this situation, and that you will afford us another opportunity to serve you to your entire satisfaction.

Yours sincerely,

Niels Nielsen
IF THIS WAS A MISSUNDERSTANDIDNG NOT BY ME, SINCE IM NOT WORKING FOR KLM AND GIVING WRONG INFORMATION, WHY SHOULD I PAY FOR THE CONSEGUENCES OF THEIR EMPLOYES, WHY”!
It seems like KLM is used to talk with mentally ###ed people unaware of their rights to give me that kind of answer including an invitation to keep using their service, so if KLM doesn’t return the illegal charge they made using my banking details for an UNAPPROVED TRANSACTION, you know where you can PUT that invitation.

atte
Faura Grissel

I had bought an "option" (pre-reservation) for two KLM tickets and wanted to use two vouchers (so-called Travel Discount Certificates, that I had received from KLM last year due to flight problems) when I were to use my option and buy the tickets. These vouchers were each valid 50 EUR until 28 February 2012.

I then contacted KLM by phone and talked to one of their employees, but she told me, that I could not use these vouchers to partially pay for the tickets, because their web site wasn't able to receive information regarding these vouchers.

I disagreed very much with her, because nowhere on the vouchers there is an indication of, that these cannot be used for a web booking.

But she wouldn't let me use the vouchers, unless I bought tickets on the phone with a new reservation, thus not using the option that I had paid 20 EUR for. And if I were to buy tickets on the phone without the option, these would be so expensive, that the difference between these and my option ticket price would exceed the value of the vouchers.

She wouldn't let me talk to a supervisor, and if I were to talk with another agent, she was convinced that I would have the same answer as she gave me.

Neither from the information on the vouchers nor when I bought the option (made the pre-reservation), I had any information of that their web site lacked the possibility of using the vouchers as partial payment.

I am convinced that they have a legal problem, if they neglect a customer's wish to use such vouchers just because that they make an online booking instead of using the phone doing so.

I needed the tickets, so I had to use the options without using the vouchers.

I am working in an international company, where many of us travel by airplane. And I have a strong network to my colleagues in 15 European countries, and thus good possibilities for influencing these in which airplane companies to use. I am certainly going to use this influence.

Afterwards I filed a complaint and was informed on the web page, that "You will receive shortly an acknowledgement to: (my email address). If you do not receive this message within the day, the email address you entered may be incorrect. In that case please post again your request."

I am 100% sure that my email address was correct entered, but didn't receive any acknowledgement. The next day I contacted them by phone again, but they weren't able to assure me that they had received the complaint ...

After contacting them for the second time, I received an auto-generated mail from them: "Thank you for making your reservation on klm.dk. Having received the KLM newsletter email for a while and now that you have been on klm.dk, you’ve seen just how easy booking online with KLM really is!" ...

KLM is a socks company...
My relatives bought a ticket in Panama Republica at Viajes y Destinos. S.A
Via Beneto to my brother that live in London...he suppost to travel on the
2nd of February 2011 but he had and inconveniant then he calls the
agency in Panama and they told him it was not a problem that to call few days before and it will be a little charge.So he did, BUT there start the problems...they told him that was not possible...that KLM dont acept it
and he will loose the ticket (USD 1450), so no travel and no money refund,
KLM will not negociated at all...he loose the ticke period.
Iam been a traveler person must of my life...I never ear such thing...this
COMPANY IS SUCKS!All the travel company can do it ...EXCEPT KLM
Now that we have this problem...I ear a lot of bad things about them
KLM IS A SHAME FOR THE AIR INDUSTRY! IM SURE YOU, I AND
AVERY BODY WILL EAR THAT KLM GOES OUT OF BUSSINES...
THEY DESERVE IT...IS LIKE THEY ROBE CUSTUMER THA WAY!
BEAUTIFULL! BRILLIANT.

I am Mrs. Lee.
I and my husband(Mr.Hong), we went to London via Amsterdam for our honeymoon at 19 Dec 2010.
We arrived at Amsterdam, all airport in London was closed. We could'nt departure.
So next day, we decided to go to Birmingham by airplan, and go to London by bus that night.
But we arrived at Birmingham after waiting for an hour for baggage that it was not on board. With all personal effects in the bag, we had to buy all personal effects.
Despite numerous calls to the airport, airline and baggage handling company we are still no closer to getting it back.

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.

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.

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

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?

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.

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]

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!

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!

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 ...

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

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.