KLM Customer Service Complaints - page 2

Flight from Amsterdam to Bahrain in August of 2014.
My wife and I packed our luggage in plastic containers using plastic ties to secure. These containers were specifically designed for secure travel.
As our luggage rolled down the conveyor in Bahrain, we could see the lids half open. Upon inspection, we found the ties had been cut and items removed by baggage handlers.
We filed a claim, and customer service agent agreed the ties had clearly been cut.
Customer service contacted us about our claim, and agreed to pay the minimum liability amount they could.
5 months later...still no reimbursement as promised. I send e-mail to customer claims every 2 weeks, only receive automated response that my e-mail has been received.

I will never fly again with KLM and I will make sure to make my incident with the representatives of KLM as publicly as possible.

After my luggage has been delivered to me with delay (due to connecting flight), I have noticed that my luggage (secured with a lock) has been opened and several items have been stolen from my luggage. I have filed complaints to both police and KLM.

From KLM, Mr. Florin Vailescu handled my complaint, in a very offensive and rude manner. The customer service of KLM is totally missing, as well any trace of respect for the clients.

Mr. Florin Vasilescu refused to compensate me for the damage incurred due to the theft from the luggage during my flight with KLM. Moreover, he indirectly tried to suggest that no items have been stolen from my luggage and requested me to prove that the theft indeed occurred during my flight, without showing me any conclusions of the investigation that KLM was obliged to conduct when I reported the theft. This is an impossible requirement, the theft was already been reported to the police ; how can I prove that something happened when I wasn`t around - I was in a plane and the luggage in their care.

I am very disappointed by the services offered by this company and I will never fly again with it.

As it regards Mr. Florin Vasilescu, he should not be empowered by KLM to handle customer service as he is lacking any skills in this respect.

I have lost one of my suitcases and was told that I would be contacted soon; I have been waiting for 3 days with no reply yet!! The suitcase contains important stuff!!! I'm really annoyed and disappointed. With regards to the in flight experience: the food was terrible, entertainment was poor/inadequate and flight got delayed ! KLM.... Never again!

Having booked a series of long-haul Business Class flights with KLM, I searched their website and their Terms & Conditions just to make sure that, in line with all other airlines, they allow the inflight use of CPAP machines (CPAP = Continuous Positive Airway Pressure = a small air pump that prevents sleep apnoea). As they provide power sockets to their long-haul Business Class seats I assumed that this would be no problem but, believe it or not, KLM will not allow passengers to connect medical equipment to their power sockets!
KLM allow passengers to connect anything else to their power sockets (computers, tablets, DVD players, phone chargers, electric razors etc etc) but NOT medical equipment. I have told KLM that my little CPAP machine is electrically tested and internationally certified for aircraft use - but still they say NO. When I ask them why they refuse to answer.
What a disgraceful, disgusting policy and what an arrogant attitude!

Myself an my wife flew with KLM. At the destination our luggage was lost. 3 days later we received it damaged.
After contacting KLM customer service Romania we have been treated very rude by Mr Florin Vasilescu who refused to pay for damaged luggage. We did not ask for any compensation as per the low or anything else but for the cost of the damaged luggage. Finnaly after some discussion Mr Vasilescu decided to compensate with 50 Eur. This is a shame. I will avoid as much as possible to fly KLM Air France because there is no customer service an the personnel is rude.

I fly Europe all the time on business using different airlines and fly mainly economy to save costs. A similar strategy to all the airlines. My last flight from Luxembourg to Denmark with KLM was the first time I have really had my nose rubbed in a blatant class difference.

Firstly having to become a Flying Blue Member to check 1 piece of baggage in, or pay EUR 50. This I did which took a frustrating half an hour online at the airport. Done and paid nothing.

But then came the most bizarre experience of my life. Finally when the air stewards arrived with their trolley of drinks and a lousy biscuit, they asked what I wanted to drink. I had scanned my eyes over everything available from beer, sodas, juices and water, but settled on an item lowest, namely the good old tomato juice.

This I asked for and the stewardess said sorry we do not have this. I politely pointed out where it stood on her trolley thinking maybe she had not seen it.

She then told me tomato juice is only for business class passengers. I was dumbstruck!!! When did tomato juice become a luxury item served only to the important????

Is a canned beverage not more expensive than a glass of tomato juice in a plastic cup????

This kind of class discrimination using tomato juice has me floundering for words. If it was wine or champagne I would understand as business class passengers do deserve their benefits, but Tomato Juice ....GET SERIOUS KLM.

Congratulation’s you just lost a client!!!

Warren

A month ago KLM cancelled my flight from Bristol to Amsterdam, where I was supposed to connect to another KLM flight to Kuala Lumpur. The agent (for obvious reasons KLM don't show their faces in Bristol) could not get my family and I booked on the same flight for 48 hours. Without doubt we are due a lot of compensation as a result.

However, KLM will not respond to my claim. I got an e-mail to say I would receive a response within 10 days... that was a month ago. When I sent a complaint from their website, I got another e-mail saying they would respond within 10 days! F*&king hilarious! I've sent about 6-7 e-mails now and still not received a single human response.

I'm afraid I can't rate KLM anything other than "WORST" for each category until they contact me and prove me wrong.

I have elite status as multiple airlines and travel weekly. KLM is the weakest when there are problems to solve - like lost luggage or a miss flight. Even the staff at the Radisson suggested I be cautious selecting KLM. I never recall a hotel employee stating something like that in 20 years about an airline.

And the hold times on the phone, thank you for speaker phones.

As a Dutch citizen living abroad, I was looking forward to a long planned holiday trip through Europe with my wife, and KLM was my natural choice of airline and travel partner.

Unfortunately, this choice turned out to be disastrous, both in the air and on the ground.

First was the rude and unfriendly cabin service; when I requested for my Armani Blazer to be hung in the onboard wardrobe, I was told that (unlike other airlines such as SIA) this was exclusively for Business class passengers, and when asked for a glass of water to take my medication I was made to wait until dinner was served. The attitude was that passengers’ needs were far less important than the convenience of the cabin crew.

Even though I checked in on time and paid for one additional piece of checked luggage (GBP 40), one suitcase was left behind in Frankfurt on our flight to Amsterdam (Saturday June 21st on KL1764) ( Booking code : 5HDVP5 )

Consequently, we had to buy toothbrushes and my wife her basic make up supplies, while she also had to attend the Opera that evening in her traveling clothes, rather than her evening gown brought on the trip especially for this occasion.

Eventually the suitcase was returned to our hotel 36 hours later, without any compensation or apologies whatsoever.

Today, ( June 25th 20014 ) after suffering similar inflight experiences as we did on the outbound flight, we arrived in Singapore on KL 835, to be greeted by a Singapore airport service staff member who informed us that one of our bags was left behind in Amsterdam. (We had paid an additional SGD 102.50, for the extra bag) ( booking code : 5EJAC5 )

We were told the bag would be sent separately the following day to Singapore, yet as we will continue our journey to our home in Indonesia tomorrow morning, it is not clear when and where we will receive our missing bag.

Again we had to go and buy our basic necessities, with no assistance or apologies from KLM, while our laptops and mobile phones crashed due to lack of power supply, which had been stored in the missing bag.

The pleasure and joy we experienced during our one-month tour through Europe, has been tarnished by the arrogance, incompetence and carelessness of the airline of our choice for this journey.

Needless to say we are very unhappy with your dismissive attitude and lack of professionalism, and are amazed how, in today's competitive business environment, an airline can act so carelessly regarding their customers and not make the slightest effort to make good on its oversights and shortcomings.

We believe we are, at the very least, entitled to a refund for the payment for the extra luggage made by us online on both occasions, and will ensure that our traveling experience with KLM is publicized widely should we not receive the appropriate response.

Unfair treatment from KLM staff

My name is Miriam Mukakati,I bought a ticket to fly to Zimbabwe from Calgary and back on May 17, I flew to Zimbabwe on May 19,on June 12 at 1210am, I was at the Harare international airport hoping to board my 0210am flight to Calgary only to be told that they had overbooked new clients and I could not fly that day. Another staff presumed to be the boss came and told a conflicting story there was a plane that had developed a technical fault and they hat transferred the passengers from the fault plane into our plane and therefore we had to be rebooked. They went back and forth into their offices leaving us just standing by the booking area for more than 3 hours, they then gave me a $500 denied flight cheque and told us to go and fly at 2130.
I don't leave in Harare, I had been accompanied by my sister and her husband 76 and 81years respectively. We got stranded we have no family in Harare we had driven 381km away only to be told the flight had been cancelled. We slept in the car and could not take a bath we were reduced to beggars, I was emotionally hurt I wish they had called or emailed me to tell me of the cancellation its winter in Zimbabwe and did not take that into consideration.my ticket had insurance and I am therefore demanding a compensation of $25 000.Thank you in advance for taking up my case.

E.Bernhardt flew KLM last week and needed assistance due to injury, she had little or no assistance in YVR. She was kept waiting in some holding area without explanation and encountered staff that didn't have any answers, she someone waiting to pick her up for 1/12 hrs. The person who was picking her up asked information where she could be and was told they couldn't give him that information??? This was an unacceptable way for a 80yr old customer to be treated. Im sincerely hope this can be rectified and communications improved. Another note this customer flew business class with the expectation of adequate assistance.

Hi there,

Your online operator was trying her best to help me with the following problem.

After 20 30 minutes of holding the phone line, we were disconnected.

My fiance has paid 4 or 5 times for KLM flight tickets, $1250.00 to $2,750.00 at the office on June 4

the following is what she messaged me; I will pray so that they will allow me for the $2000 that on my hand for BTA cause they are saying that we must have more for that the ticket about and are talking about $3000 but I have written letter to the head office so that they can allow me to leave today. so please I want you to be praying cause nowhere to see the $1000 that is remain here but just be pray so that they can allow me to leave with the $2000 on my hand now I love you so much.

Lilia

P.S. The guards at the airport will not allow KLM passengers to board unless you show $3,...0... or (sometimes ) $2,000.00 just to board.

The BTA was abolished 50 - 60 years ago but this backwards country still uses it.

This problem has cost me thousands of US dollars because of the delays they cause and my fiance Lilia Tinderholt is still in Nigeria, locked into that country because of their inhumane actions.

Thank you,

Dennis Schrecengast

I have been trying to speak to a human as ALL my efforts to speak to customer care have failed.

After 4 months from a ducumente claim, the 27th of March a lady from Baggage claim Europe kindly, offer us the opportunity to follow-up the claim. She/he gave us 21 days time limit to contact KLM. We have tried every possible way unsuccessfully. PLEASE, provide us with an e-mail that we could send again all the information and that we could make a follow-up with a case ID

I travelled using the KLM flight to Amsterdam. The flight was very long and tiring but felt that the flights should have disposable tooth brushes offered by the hostesses as not many people make sure to keep such things in the handbags. I therefore, would like to offer a proposal to have my product sold on each International flight. I await your prompt response as it is quite affordable for customers and convenient. They can also be personalized if requested.

I travelled from London Heathrow to Amsterdam on SAt 04th Jan on KL1002 with overnight in Amsterdam and then onto Atyrau Kazakhstan on 05th Jan on KC904. I have been commuting this route fro the past 18 months and each flight my luggage is processed from Atyrau to London Heathrow and from Heathrow to Atyrau, on 04th Jan KLM advised me in London that they could not process the luggage to Atyrau from Heathrow I had to collect my luggage in Amsterdam. Yet some of my colleagues travelling the same route had their luggage processed straight from Heathrow to Atyrau and some had same experince as myself. Can you please davise why this has happened as it is a big inconveniance and I want to ensure that it does not happen again as I travel back to the UK every 6 weeks by same route.

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.

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?

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!!!!!!!!!!!!!!!

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!

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!

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.

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?

[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.

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.

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 !