KLM Customer Service Complaints - page 4

Arrived at LAX on Wednesday 7/18/12 from overseas, and was told my bags were left in Amsterdam. Today is Sunday 7/22/12 and I'm still waiting for my bags. Everyday I have been speaking with customer service and no one has a clue what to do. Today I was told my bags are supposedly now in Santa Barbara, which is 300 miles away from my place. I'm still waiting! "The customer service is polite but they have no clue how to help me get my bags."
This is the first and last time I take this airline.
P.S.
In baggage claim they have no idea how to help the passenger.

I also had a horrible experience with KLM+Airfrance at Manchester Airport in April2010. The check-in staff was very rude, was not polite and shouts on my wife just because we are sorting out the luggage weight. She did not allow us even 100gms more and because of her harassment, my wife got very upset. The stupid lady completely ignore that we are accompaing a 7months old baby. At the end, my wife and baby got the boarding passes but it was only just before 30mins to depart. The lady at check-in desk wasted nearly 45mins on us, kept on arguing. Just before my wife reaches the departure gate, she was sent back by saying that flight has been gone and said that they will arrange the other flight. When she came back to the check in desk, the airline staff took the boarding passes back from my wife and asked her to pay for the other flight. It was a big shock. Also my wife was abused by airline staff and someone also said " A lady with excess baggage". I made too many complaints to the airline, but nothing happened. Airline always says that they do special arrangement for the passengers with babies, but not in my case. These airline people are all liars and do not follow the CAA guidelines. At the end of all this, I realise I should be flying with any European airline and I does so every year. I do not fly with any of the European airlines because most of them do the discrimination on the ground of race and colour. “Shame on KLM”

KLM customer is so unprofessional. I have called 3 different times and each time i was on hold for more than 30 minutes. third time i call after being on hold for 42 mins, the lady tells me she is having systems issues if i can keep holding, okay so i do. she gets back on phone, still having issues and suggest i call back again! WT? I tell her to transfer me to one of her coworkers without computer issues, no she cant do that!

KLM having flown you ALL THE TIME! (am a frequent flyer) this is soo disappointing. You need better service late in the night. You will definitely loose me as ur customer.

This web site has been very illuminating. I barely reached my connecting flight with KLM and was assured by the stewardess that my bags had made it.
Arrived in Vienna and guess what: no bags--along with a bunch other people. I gave KLM the required information to have my bags delivered, and I've been sitting by the phone for the last three days, even though my bags arrived in Vienna that afternoon. No one answers the phone at the lost baggage desk, and no one at the contact number has any information from the baggage delivery service. Half of the people I've spoken to on the "English" line don't speak recognizable English. My information was lost and then written down incorrectly. I just read that KLM has the second worst record for delayed and lost bags. They must have the worst customer service--it's useless.

I was forced to pay twice for my ticket because the a KLM system error cancelled my booking automatically the first time I paid. Six weeks later, I still haven't been refunded. They have more than 2,000 dollars of my money, and they don't seem to be willing to give it back. This is only one of a series of messups.

They don't have a phone number for the Tokyo office; you're only allowed to contact them by email or fax, which means they can basically take as much time as they want over ignoring your claim.

This tops their errors before. Once my flight was cancelled. I was put in a hotel, but not told anything about my replacement flight. When I found out after persistent enquiry it was 1 hour before departure time. I had to rush by taxi to the airport.

Another time they cancelled a flight to Leeds because they couldn't find a flight attendant.

They're so unreliable that I would be very reluctant to book with them if I had an important appointment or if I didn't have enough money in the bank to fund several tickets.

What's worse, the right hand doesn't know what the left hand is doing. Amsterdam has no access to Tokyo bookings. Hopeless.

Yesterday I was denied to board on the KLM flight with my puppy. Having arranged all the formalities with the travel agency I was not expecting any problems at the check in. At the desk I hear from a KLM employee: "you are not allowed to board the plane, I'm sorry". I ask why, but the only answer I get "you have been denied access on the plane". I go to the service desk, I ask for some explanation there. The only answer I get "your request to carry the puppy was denied". I ask 3 times WHY - the same answer over and over again! It seems KLM employees are like robots repeating the same answer to me. Finally, after two hours of talking to KLM employees at the check in, ticket and service desk, I manage to talk to some kind of senior assistant, who finally tells me that the request was rejected because the travel agency did not send them dimensions of the dog carrier. He also suggested that I can still board, but the dog has to go with the cargo. It took me two hours to get this answer and to hear that I actually can fly with the dog. Unfortunately, that was 45 minutes before the flight and I decide not to risk loosing the puppy at Schiphol.

The KLM employees treated us in a very unfriendly way. When we were told we cannot fly, the employee smiled, like delivering this message was giving him some sort of satisfaction. Nobody we spoke to for two hours tried to find solution. Nobody except for the last person offered the other possibility of taking the dog in the cargo. The KLM employees did not bother to thoroughly check what the problem was, instead offered one answer "your request was denied". This experience was so traumatic, that I will certainly avoid flying with KLM if possible in the future.

This is the feedback my wife has given her travel agent following the flight of her family with KLM from Vienna to Vancouver BC. The complaint is about the treatent of her family and specifically her dad who is a double amputee in Amsterdam. The ground assistance and considerations for seating to accomodate his disability is unexcused. They should be ashamed.

Quote - My family is back to Europe already. When they were going from Vienna to Amsterdam, they were escorted to the airplane together. In Amsterdam, they were separated and made Erzsebet and Janos walk to the gate and when they boarded the plane my Dad was not there. They had to look for him, and my family was panicking and ready to get off the plane. It turned out that the cart driver took my Dad’s passport and his boarding pass, left him somewhere on the airport and took off with his documents. The KLM head stewardess radioed and alerted people at the airport and my Dad was found. Then, they had to find the driver as he kept my Dad’s documents! What a fiasco. Can you imagine how they felt as they can’t speak any English? After all that, they were seated in the middle of the airplane where it was very difficult for my Dad to get out of the seat as he has no legs at all and the chair’s arm is not movable. Well, they got to Vancouver and they were happy to be here for 3 weeks. I was hoping to get seats in the first row as those places are usually reserved for special passengers and I tried to change their tickets both times – 24 hours prior to the flight - but I was not allowed to do so by KLM.

When they went home, the Amsterdam situation was going to be repeated, but I give them a letter and explained that they must stay together at all times. The reaction from the cart driver was to tell them (showing them with his hands) that they should walk together and push the wheelchair vs. giving them a ride. Both times the cart was empty, therefore it was no reason to make them walk! This time Janos was firm enough to demand a ride and refused to walk away and finally they got a ride to their terminal. In Vienna they got proper treatment as before. That was nice!



I am not sure if you want to raise this concern with KLM or should I send them a letter myself, as I am very disappointed of their actions as per above. This was not a good advertisement for KLM nor the Amsterdam Airport as how they treat handicapped passengers. I know what would have happened if above would take place in North America…

Thanks for your time!

Where do I begin? KLM you have the most difficult customer service I have ever encountered, and the poorest service knowledge too.

Worst airline ever, adieu from me fam.

Horrible
This was my daughters first experience abroad and KLM lost her luggage for 3 days-- no updates given , and because the flight was late and her lost bag she was charged an additional 160 for a missed flight . I have on hold for 20 minutes to speak someone. This is the poorest most unprofessional company I have come in contact with. No one has answers and it takes for ever to speak to someone.

WOW THE WORST COMPANY, RUDE PEOPLE, THEY CHARGE FOR EVERYTHING, AND THEY DONT EVEN CONSIDER TO PAY YOU BACK IF YOU DONT GET YOUR LUGGAGE FOR A WEEK, AND FOR INSTANCE THEY SAID THEY ALREADY HAVE GIVEN THE MONEY!!!!!

We're flying KLM to Africa from USA, it took me three days to reach a customer service by phone, she was very rude, & refused to help. The problem, booking flight on line, my credit card wouldn't go through, when I finally talked to a rep., again rude, the price had gone up $400+ per ticket. My credit card company told me KLM had not submitted a request for payment, until the day I talked to the rep. Not looking forward to our long flights

I've been waiting to talk to someone for 25 minutes... AND STILL COUNTING! I'm not sure if they realize that not everyone wants to spend an entire day waiting to pay them money. Not a smart business plan KLM... just saying.

ABSOLUTELY APPALLING CUSTOMER SERVICE. FOR ANYBODY WHO READS THIS, AVOID BOOKING WITH KLM OR TRANSAVIA AT ALL COSTS. THEY ARE BOTH AWFUL. IT IS BETTER TO PAY AN ADDITIONAL FEW DOLLARS AND FLY WITH A MUCH BETTER AIRLINE.

The CEO of this company is ultimatley responsible for poor customer service, false advertising, inflexable bookings unknown to unsuspecting customer until after the booking is made online. Totally non-responsive to valid concerns regarding ticket adjustments. Feels good, knowing your money is lining this CEO's pocket, will never fly KLM again!!!!! buyer beware!

Unsympathetic and high handed attitude + inefficient service = avoid at all costs

This is my second flight with KLM. In both instances I made reservation for seats and food. They change the airplain in last days before flight and I got worst seat and spaggety. I am in same situation now. We fly tommorow and our reservation for seats disapeared. I called customer service and I was told I have to asign for seats at the airport. I will try to avoid KLM next time.

KLM Customer Service is appalling!

I was injured during flight. First of all the crew apart from being rude had no idea how to treat me (Neck injury). They told me on board that I will hear from them within 2 weeks, I heard nothing. Each time I wrote to them, I was put onto somebody else.

I am a Canadian trying to check in for my flight to Canada. I have now been to 5 different websites to try and do so and have not been successful. Although i found one that appears to have what i need I don't speak German. I guess i'll take my chances at the airport.

Rene Soetens
Ajax ON. Canada.

KLM CUSTOMER SERVICES THEY DONT HAVE ANY END OF STORY HOPELESS LOST BAGS CANT REPORT IT EVEN ON LINE CANT GET PHONE NUMBER FOR EDINBURGH AIRPORT FOR KLM TO MAKE MATERS EVEN WORSE BAGGAGE ALLOWANCE WAS 23 KG DUE TO HAVING WORKING OVERALLS AND BOOTS USED TWO BAGS ONE AT 10 KG AND ONE AT 12KG GOT CHARGES £46 FOR THIS THEN THE CLOWNS LOSE THEM IN TRANSIT NOT TO HAPPY SHALL WE SAY IF USE KLM AGAIN IT WILL BE TO SOON NEVER AGAIN

All I had was a small special request with regards to seating. KLM was completely unreachable on 3 phone numbers and unresponsive online.

Emailed them 3 tmes now and apart from the automated reply no feedback or contact whatsoever. Due to their mistake this has cost me over £300 extra.

I have found KLM staff both on the airplane and working in Customer Services to be rude, obnoxious and even sarcastic when dealing with a complaint. I am always careful to be polite and pleasant with staff at airports and on airplanes especially since the apparent hypersensitivity following the '9/11 episode'. I have always found the dutch to be pleasant and have several dutch friends, yet somehow KLM staff manage to give a very bad impression. When trying to check in online my fiance and I were not able to and were put on a 'waiting list', when we contacted KLM customer services a lady named Carola informed us that we could not check in online because we were 2 of 10 people traveling on that flight that were subject to additional security checks by the local authorities in Mexico. When we enquired further regarding these checks we were told that they had no further information and that we needed to go to the airport 2 hour before departure to have the checks done and then we may be able to get seats together but there were no guarantees (that we would either pass the security checks or manage to have seats together). This, both my fiance and I, found to be unacceptable and we were unable to sleep very well at all on the night before the flight. To top this all off, the attitude of Carola was both condescending and hostile during the call. Rather than making us feel in any way cared for we were made to feel like we had no rights to be asking any questions about this and Carola hung up the phone leaving both my fiance and myself in a state of severe anxiety. Being thousands of miles from home faced with potential interrogation by the Mexican authorities about an unknown matter both my fiance and I had been selected for it was unacceptable for this so called customer service representative 'Carola' to hang up the telephone after providing such concerning and incomplete information. Considering that KLM is the oldest airline in the world it is perhaps time for them to die out like the dinosaur if this is the standard of customer service that they train their staff to.

KLM has very very poor customer service. My flight got delayed, got in touch with their cstomer service team and never got any feedback since now. It's been over a month and still nothing.

My request is made for a refund of $225.00 based on the following facts.

My boyfriend, David R. Berley and I traveled from Dubai through Amsterdam to Miami on November 23 on flight KL 0430 connecting with KL 0627 on ticket numbers 40068658479983 and 40068658479981 respectively. When we checked in, we were advised that one bag was overweight 2 kg and the other 5 kg. We asked if we could transfer stuff from one bag the other to avoid the overweight charges but were denied this option because there was a line forming behind us. The ticket agent took our bags. We were charged $75.00 per bag overweight charge and given a slip of paper to take to the cashier’s window across the way from the ticket counter (074 45263492744 1 and 074 45263492744 1 respectively). When we went to the cashier’s counter, the cashier charged us $150.00 per bag which was clearly excessive. It is the policy of your and each other airline that when an overweight bag travels on more than one leg, the overweight charge is imposed for the initial leg only.

Accordingly, request is made for the refund of $75.00 per bag and an additional $75.00 for the bag to which we were not allowed to transfer clothing. If you will send me an e-mail address, I will send you copies of our boarding passes, the boarding passes and the slips of paper if you cannot find them in your own records.

Kindly issue this refund to the credit card used to pay this overcharge


My contact information is:

Gloria Behar
Telephone: 786-746-8834
e-mail [email protected]

Why in the world don't you have email customer service?? Waiting on hold forever is so dang frustrating!! I called your phone numbers in Tanzania, the US and then the Netherlands. In all cases I sat on hold for a stupid amount of time before hanging up in disgust. Get with it!