KLM Customer Service

Awful airline will not be flying again. Poor customer service and organisation.

7 days still no luggage
1. Sat in Rome over 4 days and still not released
2 went to delivery. 2 days. No contact to deliver
3. No help from call centre
4. Local number provided on report was not valid
5. Emails not answered by anyone and call centre said they don't answer emails
Never will fly klm again
5 will make sure everyone I meet knows so

Good morning,

I have a complaint about my misssing luggage for over 4 days. We arrived in Amsterdam from Toronto business class. We were 3 travelers. All business class. We landed in Bologna on June 28th in the afternoon. Apart from the fact that I was traveling with my mom who is 83 years old, in Amsterdam we had the worst assistance at the gate before boarding for Bologna.

After waiting for I don't know how long at the gate, we were finally allowed on board from the back of the aircraft when we had our seats at the very front! That meant my 83 year mother who could hardly walk had to struggle to get to the front. That in itself is ridiculous. Then we get to Bologna & our luggage are missing. After 4 days they are still somewhere to be delivered!

I have always travelled KLM:AIR FRANCE Business Class, paying good money for our trips to Toronto. This trip was a total let down!

Hopefully the next ones will never resemble this last one. Very very surprised for the organization.

Kindest Regard,
Diana Cancelliere

Unbelievably bad Airline unhelpful and complete disregard for travellers

It is now over 6 months since KLM lost my baggage. I landed in Stockholm with the clothes on my back and a tiny pouch. My carry on was forcibly taken from me with vital medications inside. I still had over a month more to travel. Had to replace all medications and essential items. Filed all pertinent forms in timely fashion, yet never heard from them for three months. When I did they rejected my claims repeatedly for a variety of totally untrue reasons. Still trying to reach anyone in Claims who will actually do something. AVOID DESPICABLE KLM

Worst airlines ever, they canceled my trip due to a "technical issue" so I talked to my travel agency and they emailed KLM THREE times about the refund amount or if I can book the same flight the next day, they never replied for 2 days and when they did their response was that the refund takes up to 90 days which is unhelpful. Most unprofessional airlines from my experience, don't fly with them even if their prices are reasonable.

A letter to th KLM executive committee;

I am writing to you because I am exasperated. First, I bought an international multi-city ticket that KLM never reserved, although the money was deducted. (KLM finally reimbursed me for the first flight and the price difference). I had to book a new flight with different travel dates, which caused me to lose my prepaid hotel fees for the first night in both Amsterdam and Paris. Both hotels were not inexpensive. My two bags were missing when I arrived in Amsterdam on January 2, 2023.
Today it is nine days later, and they are still missing. Four agents told me different stories about one bag being in Amsterdam and Nairobi simultaneously since January 5th.
Leaving Amsterdam, I paid to upgrade to business class, and when I boarded, I was told I was downgraded because it was oversold; then told the seat in business class was broken. They finally offered the broken seat to me, and I took it. It could not be adjusted at all electronically and had to be physically moved by a strong flight attendant to sit up or lie down.
I am in Kigali, Rwanda, and KLM has not contacted me once to update me on my bags. I call every day and get an agent who cannot help.
Because I have not been able to resolve these problems, I have filed a complaint with the Better Business Bureau and the Department of Transportation in the USA. I don't know what else to do next except legal remedies, which I hope will not be necessary. I will send a copy of the complaint and supporting documents if requested.

Sincerely,

Kimberly Cavender

... unimaginable ....
I am disappointed by KLM and their service to the max. The entire ground staff was either very unfriendly or incompetent.
The entire logistics, complaint Process, etc. is rather unworthy of an airline.
Part of the luggage reached us only 25 days after departure, when we were already 3 weeks back home (after repeated inquiries with the hotline).
Highlight: At least the luggage arrived ... and within 2 weeks again some more (foreign) luggage.
The websites are a disaster. Agents do not respond to inquiries about the websites. The hotline seems to be either understaffed or not existing.
The return flight from Edinburgh to Stuttgart took almost 24h because the connecting flight in Amsterdam was not reached due to delays in loading the luggage in Edinburgh. This meant an overnight stay at the airport gate. The offered replacement flight to Stuttgart was already canceled 2 hours after the announcement. Instead, a flight to Munich was offered as a replacement (no other alternatives). The subsequent transfer from Munich to Stuttgart had to be made by train (ICE), and the costs for the train tickets, etc. have still not been reimbursed since July 12. even after some subsequent complaints.
When asked for compensation due to the delays, a terse reference was made to Edinburgh Airport.
I continue waiting for signs of life.

Our flight got canceled and we were auto booked on a KLM flight. 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: 00773205/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.

Firstly I will never fly KLM EVER the lady at the checking point I'm guessing the supervisor grace was her name was 100 percent disrespectful , never took time to speak with people and even talked treated kids as if they was adults it was honestly disgusting behaviour. Since COVID happened booking flights and getting the right information is hard mainly due fact it's many airlines and information. That being said she harassing use while trying to understand and and fill it out properly to board our plain to point someone else had to step in . You don't treat people like that when there are paying thousands of dollars to fly with your airline especially during these hard times in Covid, she even said don't speak or saying anything thing more or you'll not fly as if we where children. Honestly no should have a power trip like that when there job is to inform use and help not treat people such way like I said.. if flying don't choose kLM

Absolute worst experience with an airline. I travel frequently for work and will never travel KLM again. On a my trip from LA to Cape Town via Amsterdam on 11 July my bag went missing. I received it in Cape Town two days later. The locks had been broken, which destroyed the bag since the locks are the zipper pulls. Items were also stolen from my bag. I filed a claim on line and have heard nothing. I've called twice to be on hold for 30+ minutes only to be told my claim is still open and I will hear from someone. It's been 5 weeks and nothing. I find it especially ironic that there is no number to contact the customer care department about this icident. An employee of your company destroyed my bag and stole from me, but I'm told to just be patient and someone will get back with me. At this point, I have no more patience and beyond fed up with your lack of customer service. Someone needs to contact me immediately to resolve this.

Good morning! I have had the worst experience with klm customer service I ever had in 30 years of being a frequent flyer with all different airlines . I've been on the phone for over 8 hours to clear out my situation. My original booking number is J325 NM. Our return flight to Germany was canceled (Paris to Düsseldorf) and I called customer service, (here in Los Angeles on April 24, 8:04, call time 13 minutes) to book another flight on May 15 from lax, Amsterdam, Düsseldorf. The gentleman confirmed that it wouldn't be a problem and booked it for me. I spelled out my email address several times to send me the details /confirmation because of his poor English skills. He confirmed. My husband called back later to make arrangements for himself and our two daughters. He than agreed for a voucher (for 3 passengers). Several days later I contacted the customer service again because I was still waiting for my confirmed booking. They told me there is nothing because a voucher was sent, which I never requested. 8 hours later Mr. Aik( employees no. 9892) made a booking request which was suppose to be confirmed 72 hours later. He said they have to find the recorded booking I made... but there are 5 call centers... Philippines etc. today I called back because the 72 hours long passed and still haven't heard back. Today employee no 2211404, Ms. Daniele, looked up my new booking number (MBZKBF) and told me that there was a voucher sent which cannot be undone. I'm not sure how this customer service works, if someone just booked this so I shut up and go away. I'm not sure but definitely shocked how I was treated as a customer.
I have NEVER experienced an airline making a mistake and having him the price paying for it. I've called Vienna and now I'm contacting you to see if there is actually an interest to have satisfied, loyal customer. Best regards, Nicole Hammache-Hamre

No refunds for flights KLM cancelled prior to May 15, 2020, only vouchers. KLM is acting illegally.

Hi, there is no way to reach any of the service client to talk.... I'd need help to modify my flight.

Florin Vasilescu is not reading the full email and coming back asking things already mentioned or documents already attached. Not to mention his thought process, he seems to have big difficulties in understanding easy requests/comments.

KLM lost my husband's bag (a carry-on they made him check "because the flight was full"). They have the bag info incorrect in their tracking system (they think they are looking for a green duffel bag, rather than a maroon Swiss Gear rolling carry-on) They are horribly unresponsive--e-mails, Facebook messages, etc.--they only reply when we post something public on their Facebook page, but even then nothing gets done, just basically a "we're working on it" message. It feels like they have given up even looking for the bag. Trying to find out how we're to be reimbursed for the items we've had to buy after waiting for 2 weeks because we couldn't do without them any longer--impossible.

KLM damaged our luggage after 6months !!! refound money.
We spend hours of phone and emailing for that and they promised miles compensation for the trouble and delay.
After the refund for the luggage when we asked for the miles this is the most rudest email ever received : "we should remind you that you shouldn´t claim twice the same incident !!!

Subject: Complaint about my trip starting with KL6149/ 9th September, JFK-BRU - Lali Sikharulidze

To whom it may concern,

I am writing to you to complain about my recent, very unpleasant experience flying with Delta/KLM.

As a birthday present, my family bought me a 5-day trip to Europe, and purchased Economy- Comfort due to my medical conditions.

I arrived at JFK on September 9th three hours ahead of schedule for flight 6140 JFK-BRU, departing from Terminal 1 at 8pm.
At registration, I was directed to go to Terminal 4.
The agent there could NOT find my reservation in the system. After considerable wait and confusion by personnel it was now
20 minutes before departure, the agent then told me to run to Terminal 2.
When I asked if I would make the flight, the agent said " It depends on how fast you run."

Amazingly, the same problem occurred with Flight # KL 1726 from Brussels on the return.
I came to the airport three hours before the flight and the Delta KLM agent told me that I did not have a ticket in the system.
They sent me to customer service, and after 2 1/2 hours, they located my record. Again, I rushed for the flight.
In Amsterdam, the boarding pass directed me to gate 7F where , after a long wait, I discovered that this gate was serving passengers flying to Hong Kong.
Again they could not find my information and sent me to customer service. Twenty five minutes before the flight, I was swwent to gate 70
once again running there , with my medical disabilities, to barely make the flight KL0643.
Yet again, my Comfort seat which I paid for was gone and, despite my medical problems, I was seated in row 43, by now in severe pain.

To add to the insulting service, of course upon my return to JFK my luggage was lost, and despite being in pain from the uncomfortable flight, I had to again wait and fill out forms to file a claim for my luggage. I received my luggage the following evening.

I am extremely disappointed with the service I received, or lack thereof, and the incompetency, which caused me to run around and be stressed, while in poor health.
I paid extra money to purchase comfort seats to ensure a proper environment for my health conditions, and instead, I almost ended up in the hospital!
I find this absolutely unacceptable and demand adequate compensation.



Sincerely,

My wife and I were on a flight from Frankfurt to Amsterdam and thenfrom there to Cardiff. We were late leaving Frankfurt and consequently misse our connection to Cardiff. We ended up in Bristol late at night and had to book into a motel. Our hire car had been given away because we were considered "NO SHOW".

I submitted a claim for compensation on the 6th July and to date haven't had any response from KLM.

Website wont allow you to send a complaint, but somehow a compliment is accepted.

We booked with KLM a through flight from Australia to Ireland. We flew with Singapore airlines from Brisbane Australian to Singapore, then Klm airlines to Amsterdam, followed by Aer Lingus to Ireland. Both Singapore & Aer Lingus where outstand but KLM service was absolutely dreadful, this has not been the first time either. Very rude, unattentive & dismissive. The food quality was very
poor & sparse on over a 12 hour flight we were left with no food & water for 9 hours even after repeated attempt to gain their attention using the service button, looking around I was not the only one That was being ignored. We regularly fly internationally & have had worse experiences with KLM & have not complainted.
However we now realise that theses are not one off experiences but rather KLM standard operating procedure to consistently provide poor customers service.

I recommend you dont fly with KLM as they are not serious and lose frequently baggagea, as for the compansation they are very difficult to get to and don t answer to your e-mails, and phone not even to mention ( in romania the number is not even allocated - it just enters a robot that tells to write an e-mail that is not answered anyway).

The cabin crew are old and rude and the meal on board is very poor and low quality comparing to any other airline.

After ignoring the advice of many of our friends, my family and I flew from Saudi Arabia to London this month and got seperated from our lugagge due to the incompetence of KLM staff at Schippol, which is another story.

My complaint about KLM is that they "promised" us that our luggage would be flown from Amsterdam and couriered to us that same day.

After many calls (always us calling them, they never called us) we got our luggage 48 hours later. The courier told us that it was actually scheduled the next day. We explained that we don't live here and have literally nothing in terms of clothes and hygene products.

Their attitude all along was very bad and unhelpful.

I wrote to their customer care section on the KLM website asking for answers and an explanation but got a standard template response with my name inserted into it which did not address a single question I asked.

We get the feeling that their attitude is "Thanks for your cash, we don't care now".

Stay away from fellow KLM travellers.

ABACUS REF:KOWNBI
Singapore - Bali and return 30 Apr to 3 May 2015.
I would like to highlight the lack of compassion and empathy during the boarding of the plane. My husband had mild Parkinson and will freeze up at noisy and unfamiliar environment. During his attempt to leave the wheelchair at the plane door, KLM -your chief stewardess started screaming at the top of her voice at him when he attempted to lift his legs to step into the plane. This made his legs shakes violently and his body tremors. He had always walked to and from the plane door to the allocated seat without any problem as he flied 10 times a year to various destinations. This stewardess also screamed at me, his wife that I have indicated on my assistance request form that he can walk and questioned me loudly why he cannot walk now. I think this treatment of someone with Parkinson is deplorable and unbecoming of the chief stewardess of KLM - KL836. One steward actually opened an aisle wheel chair and forces him to sit on it plus used 2 body straps to hold him down.
It is such a shame and inhumane to be treated like this!. Filed by his wife

I am very dissapointed on the level of customer service that was provided after i was refused boarding on an Air France flight.
My claim was also handled by Mr. Florin Vasilescu, whose lack of professionalism is astounding. After sending me a few e-mails in which he justifies the refusal for compensations following my denied boarding, I asked to speak to his supperior. He called me by phone and repeated the same nonsense that he wrote in his e-mails. In summary, he almost called me a liar and idiot, claiming that i was either not present at the gate, and that is why i didn't make it to the plane, either that i am talking nonsense and "i should read the law". His favourite expressions were in the area of "when you arrived at the boarding gate - or at least you claim that you did; implying that i was lying. He became very angry, adopting an ironic discourse and rudely interrupting me and not allowing me to finish my sentences. Ultimately, his claim was that "there is no authority higher than what Air France says", and if Air France claims that their position is legal then it must be so and if i don't agree with that i'd better go and read the law (all these while he didn't know that each country has an authority in charge of regulating and protecting passenger rights, or while making confusions between the agent that sells the plane ticket and the air operator). Florin Vasilescu is an unbelievable character and i am surprised that his superiors accept his behavior, especially when there are so many complaints about him. I also work in customer service and i would be fired on the spot if i would speak so rudely to one of my customers.

Senior agent Doreen provided exceptional customer service to us at Schiphol on April 7, 2022. We had just missed at flight. She provided all the transfer services on the spot; in fact, she was a gate agent and this was not her primary function. Very grateful and this is why KLM continuescto be our favourite airline.

After waiting one hour on hold with the customer service hotline, the agent Nicole (#10910) was extremely supportive and helpful during the stressful situation. She handled our request quickly and efficiently and we are completely satisfied customers. Thank you for your excellent assistance.

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!

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 Soderman

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 Seattle

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.

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
Vanessa Dewaele
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.
Sincerely,

Robert and Renee Soussi
2405 Fountain Head Drive
Plano, TX 75023

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.

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.

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 !!!