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KLM botched beyond logical explanation the shipment of a $95k box the size of a Smart ForTwo. We are trying to move an Engine for a large aircraft known as an APU, or Auxillary Power Unit.
First, KLM shipped the paperwork to the end destination without the APU. That effectively jams it up in customs or KLM's warehouse, because its hazmat and can't move without the ORIGINAL DG documents.At that point we couldn't move it if we wanted to, we couldn't even do import paperwork to move it around Amsterdam. Eventually, KLM agreed to let go of it for a day to get new Hazmat paperwork be put on it. Within minutes of that email, I get another one that said WE FOUND THE PAPERWORK!! So then we started the new paperwork to move it with another carrier. After an hour long conference call with our freight forwrder rep, two of the airline executives and myself, we picked a DHL flight. When the courier who was going to transfer from MartinAir (KLM partner) to DHL, went to collect it up this morning at 9:00am AMS local time it wasn't there. Martin Air had no clue where it was.
The word is KLM passed it to Martin as scheduled, but Martin Air can't come up with it. The first answer from MartinAir was "we don't have it." Then we started pressing them harder and they changed their answer to "we gave it to the driver already." They hadn't. Now KLM is saying that the freight was moved this whole time, and they think it is at the destination address.swing&missKLM 11/7/13 4:08PM
Yes KLM sucks, coutomer service is a joke got sent two times to lax to retrive baggage only to fine it is being delivered to my house some time tonight.They lost four peoples baggage from ams to lax and was told that is not very many, really?cfux 10/25/13 7:12PM
We flew from London to Quito, transit in Amsterdam.
The KLM customer service in London was horrific, no queue control with passengers all over the place trying to check in their bags, customer service agent didn't know what customer service meant, it didn't exist in her vocabulary!!!
Ended up arguing with the senior agent that I was disgusted by everything I had seen organised. She didn't even care what I said!!!
KLM, DO YOU UNDERSTAND THE MEANING OF CUSTOMER SERVIE!!!!!!OR DO YOU JUST RECRUIT ANYONE FROM THE STREET THAT IS LOOKING FOR A JOB?????!!!!
WHERE IS THAT EYE CONTACT AND SMILE, POLITENESS TOWARDS THE PASSENGER!!??
Unfortunately after taking off from Amsterdam(1.5 hrs transit) we arrived in Quito and went to baggage claim!!
After waiting 45 mins we understood that one of our checked in luggage hadn't left Amsterdam airport!!!!
COOL OR WHAT!??!
So I have been ringing and ringing and ringing and ringing KLM, the number that they gave me at the airport here in Quito, and guess what folks, they DO NOT KNOW WHERE MY LUGGAGE IS!!!!!!
IT IS IN AMSTERDAM ALRIGHT!!!!THAT IS WHAT THEY TELL ME!!
WELL, WHAT THE HELL IS IT STILL DOING IN AMSTERDAM KLM???!!!!
I AM NOW IN QUITO, MY 3 YEAR OLD DAUGHTER HAS NO CLOTHES NOR SHOES,MY WIFE HAS NO SHOES!!!
WHY IS IT THAT THE SERVICE HAS DROPPED???
I DO NOT REMEMBER KLM BEING LIKE THIS!!!
I HAVE FLOWN KLM SO MANY TIMES AND THIS WAS THE WORST OF ALL!!
AND NEVER AGAIN IN THE FUTURE!!!!!!!
SO WHAT, YOU THINK A GOOD SERVICE MUST BE GIVEN IN THE AIR BY THE CREW, BUT NOT ON THE GROUND!!??
IS THAT HOW KLM THINKS NOW???????
LADIES AND GENTLEMEN OUT THERE IN THE WORLD, IF YOU DO NOT WANT TO BECOME A VICTIM,AVOID KLM!!!!!!!!!!!!!!!AAA 8/19/13 7:19AM
Why is KLM's website so poor! I am a frequent flyer, not by my choice! My company has a corporate account so I have no choice which airline I fly.
The biggest problem I have with KLM is the Poor quality of there website! I have never been able to check in online in over two years. This is horrific !!!!! Please fix your website!
Plus I just flew back from Moscow via Amsterdam, toronto and finally Edmonton. They lost my bags for over 2.5 weeks!!!!
KLM....get it together!steveopen780 4/18/13 3:57PM
Flight from Budapest to Amsterdam
My laptop that for once in my life I left in my checked-iin suitcase was lost (stolen to say it clear). No way to send them a complaint thru the customers service web page, only elusive answers from managers like. They lead back to the same Customer service web site that never would take my data.
Never fly again with KLM!evasanspareil 4/10/13 11:12PM
HORRIBLE - this is the only word that fits KLM customer service. They don't bother to response to emails, phone calls or even FB posts. I have no idea how to update my flight reservation, and probably the only way to do it will be to go to the airport - complete waste of time in NYC. I am dumbfound that a company can just completely not care about providing basic customer service. I like their on-flight service, but after this customer service nightmare, I will NEVER book with them again.virtualNYC 4/2/13 9:11AM
KLM really has no customer service, let me explain. You have to go through hard to understand page after page to find a form to fill out (if you have a flying blue customer number), then they replay with a template "do not reply" e-mail." Then there is no way to go back on line and continue a thread on your complaint and have to redo it each time. Does this sound like a company that cares? I'm a Platinum Elite member of their "loyalty program," which appear to be only in one direction, to them, not from them. Supposedly, if you're a platinum member for 10 years you can be a lifetime platinum, nice idea, but…I was at the 9 year level, clearly stated on the web site and I bragged how go the program was. Later they changed it to 8 years!! WTF. All attempts to talk to them about it required hard work and persistence to get beyond template answers, mostly, we're right your wrong. Finally they called and told me their right and please PROVE we made a mistake. basically calling me a liar. Is this the company you want to deal with?CptJ 4/1/13 12:21AM
[Dear] KLM (as your Customer Care website is a complete waste of time and effort...) I will never ever fly with you again!!!
I had with KLM literally the worst ever flying experience and customer care in 20 years of frequent flying!
At the end of a terrible flight (late, with very bad "positive" landing and after a useless debate to avoid leaving my fully compliant hand luggage for check-in), my brand new laptop has been destroyed by having been made falling very badly by the flight attendant.
I have raised a complain via their Customer Care web-page (I wonder how they dare using the word "Care" close to "Customer"), result: LOST TIME!
The Customer Care Coordinator (Mr. Florin VASILESCU) refused twice to find a win-win remedy and hid behind the contractual accountability for any cabin luggage (even when damaged directly and exclusively by KLM personnel).
Not only me and my family will never ever fly KLM for all our life, but I have committed to spread the bad publicity to all my colleagues & friends and beyond.Isky71 3/7/13 12:17PM
I arrived in Manila last Saturday on board KL 807.My baggages did not arrive on that same date.I was informed thru text messages and phone calls that my baggages were ready for pick up the following date,Feb.24.I informed the caller that I would just pick them up on Monday,Feb.25 because I had a very important appointment to attend to.I was so disappointed when I inspected my baggage upon arriving home. My Samsung S2 mobile phone was lost. I want to know what had happened as my baggages were transported from Dublin to Manila.Is your airline not responsible and accountable for the loss? Your immediate response will be appreciated.Anonymous 2/25/13 7:46PM
At Cape Town airport we tried to upgrade to biz class, as offered on airport check in computer, we tried about 8x, used 4 different credit cards, my son's and mine, all were rejected, manager on duty could not help, front desk could not help, so we flew economy.
Weeks later we found out that we were charged 3x on 3 different credit cards for that upgrade we never got, wrote to KLM weeks ago, no reply, my son also wrote to KLM, still waiting for his credit.Very bad service KLM ! You offer upgrade you can't give and you charge us 3x for what you did not provide !paul_kacin 2/12/13 8:00PM
My flight for the following day was cancelled due to bad weather. I only learned of this from the airport website and not from KLM. On finally reaching KLM at around 21:00 I was rebooked to an earlier flight only to find on reaching the airport very early morning that my rebooked flight had been cancelled and that the airport had known of this since 14:00 the previous day i.e. 7 hours prior to the staff at KLM rebooking me.sukuinage 1/24/13 3:22AM
We had flights booked from Kiev to Frankfurt going through Amsterdam. We were bringing my wifes cat with us and problems developed in Frankfurt changing terminals with our cat to catch our flights to Canada. I talked to KLM to try to get the last leg of our flight (Amsterdam to Frankfurt) taken off and I would book flights with them to Canada from Amsterdam. They wouldn't try to help at all even though they would be selling us additional flights. Also they wouldn't refund anything from the flights we no longer could use. We are never using them again.Anonymous 1/13/13 11:06AM
This is the worst airline with very bad customer relationship. We were told that they over booked after we had reached the counter with no other information other than come tommorrow, no contact information. We slept at the airport with all sorts of insults and nobody attended to us. No manager, no nothing. Bad airline. Never to patronize u again.Sandra George 1/5/13 4:30PM
KLM has lost any respect I had left for it. We all have horrible airline experience, bit there is something about pettiness that really wears away any semblance of quality and trustworthiness. After booking excess baggage for an outbound flight online, I received an email confirmation for the inbound flight. I called immediately to explain it was a mistake and asked for it to be changed or refunded. But the answer was no. Although the flight was 3 weeks away, I called within minutes of the booking, and it was a simple mistake for a first time user of the site, I was told it was 'impossible' to change or refund. Are you kidding me? What kind of brand begrudges a paying paying customer the cancellation of an innocent mistake? A brand that deserves to avoided. I encourage others not to make the same mistake and take your business elsewhere!juanitasweet 12/30/12 4:35PM
Worst customer service of any airline. I've made almost 200 international trips over the past 35 years and KLM is the ABSOLUTE WORST in customer service.bobber 12/9/12 8:35PM
KLM and Delta combined are a complete mess. My reservations have been cancelled twice, my seats lost numerous times, I had to fight to get a flight change when a change of schedule left us with a 48 minute connection from domestic to international. And now KLM has charged us 5 times for 2 upgraded seats on one segment of our trip and I am told that nobody has any record of it (except me- emails from KLM and credit card charges). Their computer systems do not work together and trying to find someone to complain to who can do something is next to impossible.5Waldos 12/9/12 4:23PM
where is KLM KLM WHERE ARE THEY THE NUMBER ON THEIR SITE SAYS 24/7 BUT NO AND IM IN A REAL BIND HERE!Anonymous 12/1/12 4:23AM
I booked Ticket from klm Tehran office,
( two way) from Tehran to Vancouver and return,
I used Vancouver to Tehran flight.
My return date from Tehran to van. was Oct.05.2012, on Sep.23.2012 I informed that,my flight date has been changed to Oct.06.2012 without any confirmation and this date was not accepted to me, because I had organized all my days before booking ticket.I presented a claim letter on Sep.24.2012 to the customer service (claim section)and still waiting to reply.Ghadaksaz 11/24/12 9:05AM
I am not satisfy of KLM's customer service
and the Stafs whom selling TicketGhadaksaz 11/24/12 8:21AM
KLM was fine - DELTA was not. They are airline partners and better get their act together!
Booked direct with KLM. Got booking code #.
When I called in, Delta handled calls and changed booking code. WhY? Got all screwed up at AMS airport enroute to Rome. KLM resolved but it was a BIG issue they did not understand. Got to Rome on time, but Delta needs work if partnering with KLM flights. Should never change booking codes on itineraries!!
Booking code:Anonymous 11/17/12 11:00AM
This is the worse airline experience I have ever had. I arrived in Ghana for my dads funeral with no bag. Day after day they can tell me nothing. They have no idea where it is or any idea when it is coming. How can they do this in the 21st century when everything is scanned. why can't they just look on a computer and tell me where my bag is. Now they are saying it will take 45 days to file an insurance claim. I will never fly KLM againmourning 10/30/12 1:02PM
Horrible customer service..was overcharged for a second bag that I didn't even need to have, but did so for convenience. Since KLM is partnered with Delta (therein may lie the problem) and AirFrance (need I say more), they can all book and change tickets for each other but cannot refund monies or really take care of any other issues. What results is a big run around. The website is user unfriendly and cannot be navigated easily, if at all. I tried to obtain a 20% discount for a second bag online prior to check in for a flight from Nuremberg, Germany to Los Angeles, CA via Amsterdam, but could not do so. Neither could I order a special meal online. Terrible food; terrible service. Am now being charged by my credit card for an amount over the 20% discount that I fought so hard for at the ticket counter in Nuremberg. The agent first told me that only certain flights were eligible but could not tell me which ones. Then she tried to tell me that I had booked on Delta, which I did not. Finally she issued a coupon with the discount, but I was charged incorrectly and furthermore, she wrote down 2 pieces of additional luggage, not 1!! So angry and irritated I could scream. Now I'm told to write a letter and complain and send a copy of the coupon with the handwritten amount.pettchr1 10/22/12 11:32AM
during a trip to triest june this year you managed firstly to loose my hand lugage[assisted passage] then lost my case as a result my passport went missing eventually cancelled with all the cost and practica lproblems getting home and renewing it I still like to travel and am going to fukouka japan next month and although your prices seem acceptable my faith in yourselves is not can you guarantee any future travel please reply with proposal'syours michael morrisonAnonymous 9/25/12 2:17AM
KLM has lost my luggage over 24 days ago and all I keep receiving are apologies with no solutions to rectify the situation. I've been instructed to submit a complaint online via their customer care tab, it's taken them days to respond (even if it says you will receive a response within the day). They have a twitter/facebook customer service as well, they don't have a clue what's going on and keep telling me to resubmit my complaint as they can't find it.
An airline should own up to their mistake and not have their customers pay for their error.
For those of you in this situation, look up the Montreal/Warsaw Convention on airline liability, it states what your rights are.
Next time I'm carrying on my luggage...senita101 9/23/12 5:03PM
KLM did a mistake when I booked 2 flights to Lima. The got the spelling wrong. When I complaint the issued a 3rd ticket and charged me then for 3 tickets rather for the 2 which I actuslly had booked and took the money for 3 tickets from my account.
When I found out checking my account and complaint they said it would be refunded within a week. I complaint repeatedly and then they said it will take 4 weeks to get the money back.
This means the account is heavily burdened and they keep the money though they did a mistake and the customer has to put up with the money in their pockets for a long time. Any compensation si not even been offered.
On one occasion the operator even just hung up the phone when asking for the money back instantly.Alfons 9/17/12 12:26PM
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I flew from Lisbon to Calgary on KLM on November 3/13. A couple of hours into the flight I developed a medical emergency and wound up passed out in the bathroom. Many thanks to the beautiful black flight attendant who picked me up off the floor and ushered me to a safe place. Thanks also to the flight crew who tried valiantly to come up with an explanation for my illness, as I lay in misery, unable to communicate. I don't remember returning to my seat, but I do remember vomiting all the way to Calgary (in the sick bag, I did have some dignity left.) On reaching Canada, I wobbled off the plane, courting a ferocious headache. Thanks again guys for your attention to a passenger in need and most of all for your compassion. Worst flight/best attendants. You guys rock!Anonymous 11/11/13 12:55PM
Dear madams and sirs
I had the pleasure of flying KLM 643 from Amsterdam to JFK on November 7th.
The big bird was less than half full, which naturally made the flight even nicer.
But I would like to maintain that the cabin crew made it a treat. At some point
it came out that it was my birthday trip to NYC. Mr Bob van Heeks of the flight
crew said that we need a birthday cake. I said, no thanks, due to my diabetes.
Then mr van Heeks pointed out that I enjoyed the Beemster cheese served earlier.
I said yes indeed, it was one of the best things I've had north of France. A little
later mr van Heeks brougt me a plate with av variety of cheeses and a bottle of
red wine saying Happy Birthday. This was a really unexpected gesture and
made feel like a 1st class passenger.
Thank yoiu KLM. You have a very proffessional staff.
Mr Gunder SodermanAnonymous 11/9/12 1:35PM
Nairobi-AMS scheduling problem meant spending 17 hours in the airport being uselessly sent from one office to another around and around until at last a really intelligent customer oriented manager,
Mr. Charles Nzomo, helped reunite our family by solving our problem, cutting red tape and getting us all on the same flight--Bravo, Charles--KLM is lucky to have you on staff and we were lucky to have your help! Ellen from Seattleellen 8/22/12 3:03PM
I'm submitting this was past the date of my experience, only because I'm so surprised at the rating. I flew KLM in 1990, JFK to Amsterdam. Lovely flight in the smoking section (in the pre-NannyNation Days). I wasn't in 1st class, but never felt a lack in my accommodations. On my return, I left my suitcase in one of the airport shops. I had been running late while trying to fulfill a duty-free requests (for chocolates, no less), and ran to my gate. The gate personnel informed me that the plane had already closed, but she called, and they opened the doors, lowered the engines (I heard this, even from inside), and let me in the plane without reproach. Smooth, uneventful, comfy flight home, even as the flight to the Netherlands. Hot, moist, steamy faceclothes to combat dry cabin air, a lovely smoking section which never had cloudy smelly air. Since this time I've been on the mandated nonsmoking flights,and they seem to have given up on filtering air now that there are no smokers. Pyew! Stale, over-used perfume, unwashed bodies, stinkfoot, diapers, and trenchmouth. Maybe all were filtered out when they had to filter for smoking (since smoking ban, I've flown American, Delta, Continental. KLM unfortunately wasn't going my way). Anyway, I arrived home happy and comfy, then realized that I had possibly left one of my suitcases behind. I called the airline and left my information. About a week later, someone drives on to our hidden, dead-end street, delivers my suitcase, and rushes off. He didn't even stay long enough to get a tip! Wow! That is excellent unobtrusive customer service! They don't make a big deal of it, they don't wait around with their hand out, they don't warn you about an impending customer service survey (where anything less than a 10 out of 10 means they failed). They just did their job and left! I'm so impressed and would fly KLM 1st choice every time just because the experience I had was so good in comparison to the other airlines I've flown.SaMM 10/19/11 5:46PM
Oceania Cruise Lies bookedthe following flights: KL 1610 Istanbul to Amsterdam connecting with Flight 669 to DFW on September 18, '11. On boarding Flight kl 669, we were directed to Seats 18E & F sand not 16A & B. This was contrary to the written assurances by the Cruise Line. We were shocked and complained to the Chief Purser who refewrred us to a Flight Attendant. We were asked to remain in seats 18E & F until after rtake off, which we did. To our great relief and pleasure, we were directed to seats 35 A & B.
From then on, this flight turned out to be one of the best we ever experienced.I should point out this is our THIRD KLM Flight fom DFW to NICE and PARIS.
The service, food and hospitality, together with the warmth and friendliness we received, were of the highest standard. We really felt compensated after the confusion over the sears assignments.
We wish to commend the following ladies for going out of their way to make our flight a most comfortable one throughout: Marloo Hagen
Inge Van Zoele
Again, our very sincere thanks to all and we of course look forward to our next KLM flight next summer and who knows we may perhaps meet again one of the above ladies.
Robert and Renee Soussi
2405 Fountain Head Drive
Plano, TX 75023Anonymous 9/29/11 9:01AM
Flew KLM from the States to Amsterdam; the service was excellent. Attendants were friendly and frequently checking to make sure things were ok. We were delayed on one transfer because another KLM flight was late and (I understand) they guarantee the successful transfer for those passengers when that happens. It was a hassle, but I would want it that way if I were the one delayed.francis8 9/2/11 10:53AM
on checking in at Aberdeen heading for Adelaide on the 7th of July 2011 we could not be boarded owing to the fact we did not have visitors visa's. The staff of KLM were second to none, in no time at all they were on the internet and got the much needed Visa's all this and time to spare before our flight was due. We were assured if the Visa's were not confirmed on time they would get us on a later flight. We were very impressed with service we recieved from the check in staff and service desk staff at Aberdeen. The cabin crew on the flight both going and coming back from our holiday could not be faulted. We will certainly be flying KLM again in the future.Mary and Bob 7/28/11 6:51PM
just had the most amazing flight from lax to amsterdam on route to dublin on tues weds dec 1st !!! the crew were amazinga nd plane was amazing too ...i will certainly try and fly with them again in the future !!!helen 12/4/10 12:08PM
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