Worst customer service ever!
The worst customer service ever!
They refused to refund me my money for a flight they cancelled due to Covid and they kept telling me that they had refunded me when in fact they hadn’t as my bank had rejected the refund because it went into the wrong account. I presented them with all the evidence and over a period of five months they kept promising me that they will considerate it and kept rejecting it then they considerate it and then they reject it. I got the same messages over maybe 100 emails. Never fly KLM there are plenty of other airlines to choose from it was not worth the hassle. They STILL haven’t given me the refund. My bank paid me the refund. Disgraceful KLM!
Absolute horror story
Due to covid 19 Melbourne is in lock down caller Michaela Sydney office and asked her for a refund she said not a problem your ticket is refundable you should get your money about 8th oct
Now it’s the 25th Nov still nothing sent numerous emails to the refunds team as I suffer from anxiety and depression and need that money
Tried to contact Sydney office again the phone is shut off completely
So I contacted social media with help from friends who were useless did nothing accept give excuses
I have mental health I need my money back that was ...
On my way back from Indonesia to Europe, Our main flight to Amsterdam was slightly delayed.
If I was on time for checking in (Amsterdam~Cork), my checked luggages were not.
Rather than letting me onboard to then shipmy luggages the next day by delivery, KLM found more appropriate and cheaper for the airline to make me wait another 12 hours in the airport (after an already strenuous travel from SE Asia...)
According Regulation (EC) No 261/2004, I should have been informed by KLM about my rights regarding this flight delay, my meal and drink sho...uld have been covered, and I was entitled to get a 250 euros as compensation. The story does not end here, not only the airline did not allow be to board, they then claimed that I was late for my flight and missed it... thus denying any compensation request associated to Denied Boarding. Farewell KLM and Air France. NEVER AGAIN. No wonder the company is financially not doing well.
very ordinary in flight service, flight freezing for 12 hours
KLM needs to train their staff to be more caring and learn how to actually look after people with a show of happiness. They need to look at respective Asian airlines and learn a thing or two from them.
The flight I experienced from Amsterdam to Kuala Lumpur was bad in the way it was so cold people were literally freezing! 12 hours of freezing!
- Verified customer
Worst flight of my life!
Worst flight of my life and I travel extensively. Had a passenger get on and worst body odor ever. It literally made me ill. I had been in Africa for two weeks so am not super sensitive but this was nauseating. Flight attendants thought it was funny. Sprayed light mist in my area and then laughed when I sat on flight attendant jump seat for 4 hours and then had to wrap a blanket around my head and breathe through scented paper towels the rest of the flight. Would not move me and I offered to pay for any other seat on the plane. Could not eat, d...rink, or do anything the entire flight. I have contacted KLM multiple times about this disastrous flight and they don't care. Will never fly them again. Flight attendants did their basic duties and that is all -- no interest in helping me. Cannot rate the food, drink or entertainment as I could not eat or drink due to the overwhelming smell.
Woeful. The customer is always to blame, even if KLM systems fault causes the problem.
On 12 February 2019 I attempted to purchase an airfare on the KLM website. Prior to this, I set up an online profile including payment information and membership to the Flying Blue program to ensure I could book everything in a very straightforward manner.
Everything was fine until I attempted to pay for the flight, which is odd because you’d expect that’s the one thing that should work. I received an unspecified error message and was returned to the main booking screen.
Confused, I contacted KLM via WhatsApp to discuss and organise to pay ...for my ticket. A short time later I was advised nothing about the actual issue, rather they informed me that the booking was cancelled due to non-payment (despite telling them that due to an error at their end the transaction couldn’t be completed). The wording of their reply expressed that it was something of my own doing and that I was the blameworthy party in this scenario. I don’t know about anybody else, but I don’t particularly like having blame appended to me when it is unwarranted and inaccurately placed. I replied in the negative, that I don’t want a higher fare because I dont particularly want to be penalised for their problems. I should mention that a hold for the initial airfare was placed on my bank account.
- Verified customer
Impossible to Upgrade and impossible for seat reservation
I want upgrade my Economy ticket to business
I bought a Economy Ticket in Travelagency, at check in Hanover, they told me: not possible, you need to do from that travelagency where i bought the ticket.
Than i bought direct on KLM webpage, again in Hanover check in they told me: not possible, you need to upgrade in Amsterdam. Next time, i bought in KLM Webpage and ask in Amsterdam KLM Helpdesk, they said, not possible, it is a codesharing flight, you must go to China Southern. Ok, next time i ask directly at Boarding place at China southern d...
- Verified customer
KLM hates weddings!
Because we wanted to marry in a different country than we live in, I needed to transport my wedding dress on the plane. We bought the flight tickets for us both 8 months before the wedding and immediately asked KLM customer service if we could transport the wedding dress with us on board (it couldn't be sent as a luggage, because a) it would be destroyed and b) it could go missing because we had to change planes on our way). Customer service answered that yes, it's not a problem, we just need to send the exact dimensions of the dress a few days...before the flight. We sent this information 3 weeks before our flight - and then it turned out that... our request to take the dress has been denied because it was "too big". Of course before NOONE informed us that they would accept it just if it fits to a given sizes! Very upset and angry, we decided to buy an extra seat for the dress (which, because the flight was so already so close, turned out to be more expensive than the tickets for both of us together!!!) And then... our request was denied once more. The reason: the dress is TOO FRAGILE. They suggested we put it into the luggage. You see, it was TOO FRAGILE for onboard but apparently not too fragile to be sent with the luggage even though everyone knows how the airlines treat your luggage! Then we told them it's ridiculous and sent the request for buying the extra seat again... and again we were denied This time they said that the dress is "too big" (even though it was smaller and much lighter than e.g. musical instruments, which KLM allows to transport!!!) We have requested again and again have been denied that it's too big... and then we requested again, promising that we gonna bend it three times, so it will be smaller (which of course we were not going to do, because then the dress would be completely destroyed!) - and then finally we were allowed to buy our overpriced seat. Of course, when we were actually flying, the crew was surprised that we had been forced to buy an extra seat - because they were immediately offering us space in the storage closet, which we had requested at the very beginning! And of course no one was trying to force us to bend the dress and of course the dress fit the seat perfectly and wasn't disturbing anyone. What I do not understand, is: what do the people who make such decisions at KLM have against weddings? Why did they force us to go through all that TOTALLY UNNECESSARY stress just before our wedding?! When we had already enough to sorry about?! The crews and the people from the customer service were really nice - why some stinking decision making clerk, hiding behind the firewall of the customer service, was trying to make our life so unnecessarily miserable?! Really, KLM, you should rethink the attitude of some of your managers - who have no direct contact with the customers, yet are doing their best to make the experience as unpleasant as possible!!!
- Verified customer
Don’t do it
They simply did not care.
I am a gold member of their loyalty program - I booked my flight on the klm website - after specifcally asking questions about benefits privileges and differences - as the flight was a code share - was told there would be no difference. Lie number 1. I booked the ticket and went to book seats online. I could book klm seats but not partner (the message on screen said seating plan is currently unavailable try later) - Lie number 2. I called after booking to reserve seats and was told I needed to do this with Etihad, I c...
No online check-in, No connecting boarding passes, oversold flights, poor, robotic customer service.
Klm is an inefficient airline which seems to have little regard for the customer who is merely a pawn in a profit machine. I was sold multiple long-haul flights directly through the website totally over $3000 only to be denied connecting boarding passes, prevented from checking in online, forced to check in on short intervals (sold by the airline) and placed on standby in oversold flight in the meantime. I understand (though disagree with) the concept of overselling flights, however to avoid being a victim of the process, like to be organised, ...check in online and get boarding passes well in advance. Klm denies their economy customers this control by preventing adequate online check in services and imposing separate check ins for long flights thereby exposing them to the risk of being placed on standby or missing connections.
- Verified customer
Bad flight with lots of turbulence more than 1 hour,
The worst the KLM airplane staff ever experienced, after the flight the KLM airplane staff apologized.
KLM support people were waiting at arrival.
Meaning something went very bad during the flight.
Customer care did not make any gesture to make it good again.
An immediate negative responsive to my partial reimbursement of the flight.
Be warned about the bad customer care if you fly KLM.
Double Trouble with KLM
Booked flight from Australia to Europe and back with KLM, operated by Etihad.
Sydney-Abu Dhabi-Amsterdam-London and Zurich-Amsterdam-Abu Dhabu-Sydney.
Nothing to complain about the flights itself, all pretty decent and comparable to Emirates/Singapore.
When we arrived in Amsterdam, there was snow fall, and Schipol Airport in Amsterdam is NOT prepared for it.
We were supposed to leave to London around 12:00 and our flight was not cancelled, but delayed till 18:45. We were hoping to still make it to London that day. We waited, the plane arriv...
Poor Pricing & Luggage Allowances for International Travellers on-flying in Europe
If you travel on International flights into Amsterdam the luggage allowance is 30kg hold and 7kg cabin. However if you then continue your journey on KLM to other Euro locations the luggage becomes 23kg hold and 10kg cabin if you pay for a piece of luggage. However if this piece exceeds 23kg you have to pay 70€ per person per piece as excess baggage inrespective of weight. The only alternative KLM Cust Service gave me was to re-pack my baggage at Schiphol to move some from the hold bag to the carry on. Now how ridiculous is that for a strategy...- imagine how airport security would view that.. Other airlines look at the total weight between passengers travelling together and you can buy extra baggage pieces which can also be viewed as buying extra weight and this can also be shared between say two passengers travelling together. Get you act together KLM before you get left behind with the more sensible and passenger friendly options of other airlines.
Very disappointing Customer Service
I've had an exceptionally bad experience flying with KLM this year after having been a regular customer for several years (but never had to use their customer service before). I'm a solo travelling female with a chronic health condition, which is why I put a lot of extra effort into planning my trips (especially the long-haul ones)and I have paid a price difference of an additional 500€ to fly with KLM in particular on this trip as oppose to different airlines, offering the same trip for a much cheaper price.
When I was about to check-in, I...was told that KLM had rescheduled my flight which ultimately led to me not being able to make it to any of my connecting flights. I haven't been given any options other than 1) be put on a flight with two of the airlines I didn't wanted to fly in the first place which is why I paid an extra 500€ for my ticket or 2) fly with an airline that I wasn't familiar at all while having the service counter person telling me that "it's a fantastic airline". I pointed out my health situation and he assured me that there should be no problems whatsoever and went on to rebook my tickets. I've had to wait 6 extra hours until I was able to check into the new flight and have been offered no food or drink vouchers whatsoever. Flight-wise, I ended up being put on an overbooked flight on an old taiwanese plane. I spent 14 hours on the worst flight of my life, right next to all the toilets with a hyperactive 6 year old jumping up and down right next to me, a bunch of crying babies around me and conflict avoiding stewardesses who couldn't speak english properly and didn't quite seem to bother about the kid ruining the seats of the plane and everything else that was going on around me. Once I got off that plane, I almost missed my connecting flight because I struggled to get through immigration after having been now sent through a country I never planned on going through in the first place on my original booking. Once that was sorted, I had two more legs to go, so an extra one after the rescheduling, which has been a pretty painful experience after that nightmare of a 14 hour flight I've been on for my first leg. Long story short, once I was back in Australia and recovered, I got in touch with KLM customer service because I figured it would be FAIR to at least reimburse me the 500€ I paid to particularly fly with them so that I can avoid terrible experiences like the one I now had to go through. Given that I never got to fly with them in the first place now and that I used to fly with them quite a bit and was planning to continue doing so in the future.. well.. you know, it just seemed like the normal thing to do. I waited over 4 weeks for a reply from their customer support and when they replied eventually, it was just a very generic message apologising for the experience and offering me a silly amount of frequent traveler miles (as in, they have been worth maybe 10€ if you calculate it). I replied telling them that this was beside the point - I just want to be reimbursed for the inconvinience given that I paid extra money to particularly fly with them which never happened so that I can continue flying with them comfortably in the future. Again, I received a very generic reply about another 4 weeks later and eventually just gave up on it and will be flying different airlines from now on.
bad customer service
Going to fly from Melbourne to Amsterdam in June. If the experience is going to be the same as calling the customer service its not going to be pleasant.
Had a query about my seats upgrade that i bought trough the KLM website. I wanted to know why KLM tried to charge me twice $358,80. When I tried to explain this to the lady she interrupted me and told me to call the travel agency who booked my tickets. When i tried again to explain that the upgraded seats was through their website she became very rude. Was not willing to check if they where d...
- Verified customer
Worst Airline Company Ever.
I was flying from London to Shanghai via Amsterdam, first flight KL1010 from LHR to AMS was good, polite cabin crew, nice small meal and plenty of drinks. But the second flight KL895 was a nightmare, horrible aircraft setting 777-300ER (2-2-2), bad food, not well chilled drinks, cabin crews and keep forgot what I was asking for, so everything I had to ask twice, and before landed in PVG, the morning breakfast was horrible. After landed my luggages supposed be Priority, after all economy passenger's luggages delivered, then I finally got mine, it was took me 45 mins. I will NEVER flying with KLM again, KLM Royal Dutch Crap Airlines. bye!!!
- Verified customer
Legitimately the worst airline I have ever flown.
Worst airline I have ever flown. My flight (KLM 0809) was canceled this morning, and both the Malaysia and Netherlands help line was closed. After waiting for an hour I finally managed to get through to the US help line, which informed me that I would be rebooked on MH 723.
However after arriving at the airpot MAS tells me that there is no record of my flight, despite the fact that I have a confirmation e-mail. Normally this would not be a major issue but I had an important business meeting tonight that I could not make and speaking with the...gate agent I was informed by the Shift Supervisor [name removed] that they do not perform customer service. Without exaggeration this is one of the worst examples of customer experience I have ever seen. I would advise everyone to avoid this airline unless absolutely no other choice.
- Verified customer
Terrible customer service better to choose another airline, or walk
We, a family of 4, traveled from Düsseldorf to Bordeaux. All of the passengers that connected from Düsseldorf found KLM/Air France had not put the Düsseldorf luggage on the Bordeaux bound plane. The baggage claim customer service said knowingly, "Ahh air France/KLM, that happens all the time." It took 8 hours for the luggage to be delivered to the air port in Bordeaux. It then took KLM 5 days (FIVE DAYS!) to deliver the luggage to the place we were staying two hours away. I called begging for my luggage every day and even offered to come to the...airport, but they would not allow it. Our vacation was a long one lasting a full 3 weeks. I got back to Germany and sent paperwork to KLM for 200€ of reimbursement for the clothes and toiletries we needed to buy in the 5 days that the luggage was not delivered. KLM, responded saying that they did not receive the claim within 21 days of the luggage being lost, so they simply did not care and would not do anything for the horrible experience they put my family through. Given the choice pay the extra 10 euro and fly with a better airline! Otherwise take the train. You may be happier walking instead of using Air France/KLM!
- Verified customer
Do not be stupid - do not fly with KLM!
Very briefly put - if you have possibility to fly with somebody else go for it. KLM may look cheaper but this is only because the pure fact that you have to pay for checked luggage extra. Today we missed our flight because of delay of first flight. This could definitely happen. But if it happens any civilized air company will make anything it can to somehow make the incident bearable. I was said by the employee of KLM that I get new boarding pass and 2* hotel and this is the great favor she is doing for me. There was absolutely no sign of human approach. For them you only are figures no humans but what can you await of Dutch? So thank you KLM and never more.
Questions & Answers
I'm not sure if anyone one knows but I saw a show showing a klm areoplane fly over the ocean to land, the unique thing is that the flight plane is over a road and the plane goes 10meters above the road to land at the airport.
My partner and I want to visit and see it for ourselves but don't know where this happens, please help?
Dearklm is it possible to ask for a wheelchair to be available at kl and schiphol? My wife will travel from adelaide (aust.) to amsterdan in two weeks.she has trouble with her hips,and walks with pain!.as i know the distances in kl and schiphol can be very far.and will be a problem.any answere please!!
But of course, KLM can and wants to supply a wheel chair for anyone in need. At Schiphol, the airport in Amsterdam, they even have people movers that are large carts to help. You can request one at the counter when you check in; however, if you feel that will be too close to your departure give KLM reservations a call, and they will set it up (recommended). There may be on line ways; however, their on line coordination with departments is weak and I can't recommend that route.
You are correct in saying that the distances are a long way in those airports. The KLM webiste has the following .
What kinds of services does KLM offer passengers with a mobility impairment?
KLM offers the following facilities to disabled passengers free of charge:
• Special dietary meals
• Assistance with transport between halls and piers
• Assistance with boarding and disembarking
• Transport of your wheelchair or walker
• Transport of a guide dog for the blind or other certified service animal
• Wheelchair to take you to your seat inside the plane
They may arrange for a wheelchair but quite often put people on a golf cart style carrier that transports them to where they need to go. Just arrange it beforehand. Good luck - hope the trip goes well
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