We started queuing for check-in at 8.30am for a flight at 10.50am. When it was our turn at 10 am (90 minutes queuing the 11/08), the KLM operator mentioned to us that it was too late for checking-in. The deadline was 10am and he mentioned that it was 10. 01am... He recommended that we go to the service desk to reschedule our flight. The KLM person there challenged that there was a queue for checking-in, questioning our honesty. After anger and tears, she contacted a person to reopen the check in for us. We had to sprint for boarding our flight. KLM staff, you do not deserve my attention and money. It is not the first time that I am confronted with such a behavior with this airline, not client-oriented approach and very arrogant attitude which can be summarized as followed: you are wrong, I am right and shut up anyway. It is a corporate behavior. Other airlines have a different approach and these ones will have my money for future travels in a period where all airlines struggle.
This flight is in July 2020, in the middle of the COVID19 pandemic. At check-in, the ground staff was meticulous and helpful. He helped us to check if we needed any special rules whilst going to Paris. KLM requires face masks to be worn throughout the flight, except during meal times. When boarding, the announcement encouraged social distancing although this is not generally maintained by most passengers. KLM also does not maintain separate seats between passenger groups. In economy class, the flight was full just like before the pandemic. For the flight, only a lemon cake with water was provided in a box. This is not too dissimilar from before the pandemic, except the sandwich has been replaced with a slice of cake. Overall, the entire flight on KLM is very similar to pre-pandemic times, with the exception of face masks required throughout the flight.
I decided to visit family in Italy, and impulsively booked a ticket with a Travel Agency not knowing what complications would apply when I wanted to add my baby cat as what airlines call ‘Pet in Cabin’ - normally this needs to be done at least 72 hours prior to departure, but I bought the ticket just the day before- so that was rather impossible, Nevertheless I contacted KLM and they did everything possible to help me before my departure and could confirm to me that I could bring my beloved cat- This shows a willingness to meet the customer’s need and gave me the possibility to have the perfect stay in my home in Italy without being unwillingly separated from my cat, or at worst having to cancel the flight. I will be forever thankful for this awesome service and recommend any traveller to chose this airline for traveling with your fury four-legged friend.
Even though the airport is not too busy, the ground staff were not very friendly. They were just stern when checking your boarding pass and passport. We also needed to check in our suitcases ourselves, which seems to be a feature at the CDG airport. Everyone is required to wear a face mask in order to board the plane, and nobody social distanced whilst queuing to board. On board, we had a lemon cake and water. The main things that changed following the pandemic is that KLM now requires face masks, whilst the selection of food and drinks on board have shrunk. For example, this flight no longer serves alcoholic drinks but only soft drinks, water and coffee/tea. Upon arrival, passengers were encouraged to wait for the person in front to leave first prior to leaving the airplane. However, none of the passengers did that. There was virtually no social distancing when disembarking as well. No space was left between passenger groups either. It does not appear that this airline takes safety very seriously, as the only thing required is a face mask. On board, when passengers were not wearing face masks properly, they were not asked to put them on well either.
Just flew from London to Guayaquil. The experience in these strange times we live was excellent. The flight attendants were very friendly, onboard entertainment was up to date, and the food and drink were plentiful. It appears that KLM are trying their best to get people flying again and with a service like this, I am sure they will succeed. The only negative comment would be check in at London Heathrow which started 2 hours before take off. Due to the number of passengers in the terminal, it was obvious that an earlier check in time would have been more beneficial.
This flight never happened due to KLM cancelling the flight. No problem we thought, at least we’re dealing with a rated national airline. Think again. An absolute pain in the neck to deal with. I feel sorry if staff are being poorly supported by their management? Who knows if that is the case but I suspect that KLM have an ‘official’ policy of being as obstructive as possible and it must be even worse if you’re not so tech savvy. My advice would be to give this airline and Air France it’s partner, a complete body swerve. Still awaiting full voucher value. Initially they only refunded one of us (despite both being on the refund application) and even then, very conveniently for them in a foreign currency which had fallen dramatically so losing almost 20% of our initial outlay. Go figure. A point to note is that initially a cash refund request was not available and when it was made available the wording actually read that it was you cancelling the flight and not them - so we went for the voucher as we didn’t trust them. Our suspicions were sadly correct and despite this airline receiving Government financial support, they will do everything possible to make you weary of contacting them. After sending WhatsApp requests every fortnight for the past 12 weeks they have only just issued the 2nd one. Again it is a full 20% less than we paid. This time in a different currency from the previous one. Numerous times I contacted them with the required booking information. Numerous times they replied asking for what I had just provided them with. It’s almost as if they don’t bother reading your messages.... The end result is that it’s an airline that we have enjoyed travelling on before but will not be getting our custom again as they have sunk to being a pain to deal with should you encounter any issue. Covid or not, they incorrectly processed 1/2 of our original claim, much to their benefit and if they are doing this to a sizeable amount of passengers then they can bleat all they want - they’re charging for a service and not providing it.
Flew from Munich over Amsterdam to Billund, all flights packed to the last seat while announcing to the passengers to please keep a 1.5m social distance which is a total joke having people literally sitting 3O cm away from you. Confronting the staff with this, getting absolut rude, disrespectful and arrogant reaction. “These are the rules and if I do not like it I should leave the plane” Well next time I avoid flying KLM and I will return my loyalty card. What a club of rude and arrogant people ....hope they go down soon on their arrogance and disrespect for the people paying their salaries. Stay away and fly Emirates filling planes less than half keeping rows and seats empty.
My flight was cancelled due to travel ban to Europe. I requested a travel voucher when they offered it but then they recently offered customers to get a full cash refund. I submitted a ticket to get my cash refund but I've been waiting for over 2 months for this cash refund. They sent me an email advising that I cannot get a cash refund since I received the travel voucher - I would have to confirm that I will not use the travel voucher and then process a new ticket to get a cash refund. However, the instructions in the email were very vague, no clear cut instructions and just stated "visit KLM.com under My Trips to process the refund". I somehow managed to find a refund request page and filled out the form - only to have the system stop me because I already have a refund request in the system. It's pretty stupid that they couldnt simply just create proper direction for customers to get their cash refund. They don't even have a contact/support center or an email I can contact. They use Facebook and Twitter.... how professional. Honestly, I understand that there are probably a lot of requests but please, for the love of God, provide customers with a clear cut direction on how to process refunds and stop asking for the same information over and over again. I'm tired of this but I want my money back.
My elderly parents who arrived on wheelchairs were mistreated by the crew throughout the flight. They were the only ones not served with water and snacks onboarding. Repeated requests were completely ignored and denied. Shocking behavior! Cold food was served last to them by an unfriendly and rude crew who kept passing sarcastic remarks and snickering at them. Soft drinks were also offered rather reluctantly during the flight. As if this was not enough to mar the experience, the supervisor came and started talking to them in a condescending and rude manner for no apparent reason. Her behavior was uncalled for and very unprofessional. This was very disconcerting as it is generally expected that the crew or any HUMAN would treat the elderly and aged in a cordial and respectful manner. But this was not to be. Parents were v. disturbed with this unethical conduct and promptly canceled their return trip with this inhumane flight. We are long term customers of KLM but will never fly with them again. God forbid!
Flew from Amsterdam to Rome on KL1603 on August 9th 2020, The service was excellent by an exceptionally well trained crew. When it came to the coronavirus issue,they were well versed in the rules and informed passengers that the face mask must be kept on during the entire flight. One gentleman removed his mask but the purser spoke to him as soon as he took it off and made him put it back on. On Landing in Rome they asked all passengers to remain seated until the row in front of them got up and moved forward. People at the back of the aircraft got up and the purser announced in a firm but friendly tone to remain seated until the row in front moved forward. It was an excellent flight. However on the return trip on 12 Aug KL1604 ,the service by the purser was lackluster, however the rest of the crew were excellent. One landing in Amsterdam the purser made the announcement to remain seated until the row in Front got up and moved , as we were near the rear of the plane (21 and 22) we just sat there and waited, however 3 gentlemen 2 row s in front got up and pushed thier way forward which then caused most of the plane to get up and get their luggage and push their way forward. When they were challenged by other passengers,including myself and my partner,we were abused. The purser and other crew members did nothing to ensure the covid rules were followed and passengers only moved when the row in front moved. It was VERY different from the service on the first flight. My family had flown to Rome a few days before me but we all flew home together and it was disappointing at the way the purser and crew handled this once we landed in Amsterdam. I would give the flight Ams to FCO a 5 star rating, however the flight FCO to Ams, it would have to be no more that a 3 star. We stayed seated until we were the last people on the flight. Pursers and crew need to be more forceful in these rules especially during this time of the Coronavirus. It needs to be more uniformed and better handled and if the purser cannot do the job they need to be removed or retrained. Would I fly KLM ,yes, crew are people, they to have good and bad days, but KLM crew are generally very well trained, friendly and do a fantastic job, sadly some and I mean a very small minority do the job and don't do it very well and they seem not to have pride in their job.
My flight was canceled the next day after buying the ticket and I was never informed about this, I had to notice it myself on the app. After seeing the cancelation I requested a refund and bought a ticket with a different airline to reach my destination. A few weeks later I received an email updating me about "my flight" which had a changed time and a stopover which I was not informed about and which I have not agreed to. At this point, I reached out to their support on worried if my refund will be processed anyway and how is this even possible without my agreement. I was assured multiple times that there's nothing to worry abou. After more 10 weeks of waiting I received an email saying "We are sorry to inform you that we are unable to handle your refund request mentioned in the subject, as the ticket submitted for refund has been exchanged in the meantime into a new document". What does that even mean!?!? At the end of this, I am left with no flight, no money (160 EU is big money for a student going to visit family), lost 3 hours filling in forms they keep on directing me to, and the support is still not taking me seriously and asking to wait for something more. Horrible experience, do not recommend this airline. Even Ryanair and Wizzair are more transparent about their flight changes.
I am really disappointed with the service. My flight has been cancelled more than 3 months ago and I still did not receive any refund nor voucher. No information shared with me. Impossible to contact them.
I'm at a gold medallion level and have been loyally using Delta/KLM combination for decades. I bought a ticket from Minneapolis to Kabul and transiting through Dubai. I received the pre-flight "Check in" email and there was no mention of Dubai suddenly requiring covid testing documents, even for transit passengers. The email gave a link to see you countries and there was no information on UAE or Dubai. I trusted and got on the plane. I am now stuck in Amsterdam because they said Dubai changed its policies and now you have to have the test. Of course I am upset, but in these times, one needs to be flexible and I remained polite as I tried to figure out what my options are. I was met with inconsiderate and rude customer service representatives. This behavior was not just towards me, but other passengers in other windows were complaining, "why are you being so rude and angry"? I have never witnessed anything like this. I hope after this flight I never have to use KLM again.
Very poor seat, no service. As shown on my boarding pass we were registered in business but the seats were given to crew passengers. A company to avoid. When they have a difficulty (and clearly the situation is difficult) it not their problem, it’s yours, without any adapted service or help provided on board or at the airports. I had may flights to change and even cancel during the last months, and the only company unable to provide any help is KLM.
Humanity...I m lost. I had booked yesterday a flight from Nairobi to Amsterdam. I m sorry that I reach this point in my life where I need to make a complain. I am a very calm person. I always read about the company I booked my ticket, because I travel with my cat(I traveled many times,never had issues). I never felt so disrespected. I arrive at the airport at 18: 30 with the flight time at 23:44. All good with the check in, with the cat s paper, one nice guy from the klm office told me to wait for his supervisor so I can pay the ticket for the cat (from 19:30 till 21:30 I was waiting) . Keep in mind that at this point I had printed my ticket, checked in my luggage, printed the tag for the carrier. The cat has a IATA approved carrier . Only pozitive vibes until this superviser came( a lady named Sylvia) said that klm changed their plane to a smaller one and that the cargo part of the airplane is N/A for live animals. Information that they forgot to mention when I reserved the ticket for my cat. With her rude attitude she dismissed me and told me it s my fault I don't have a appropriate carrier and that I can go in town and buy one. (at 8pm). Again the sweet guy from the office told me that they have a pet shop but later we found out it was closed. I never did this, but this woman really has a bad attitude, she dosent know how to talk. At one point I asked to talk to another superviser, her response was, and I quote: I am the superviser, there is nobody above me". I am broken from this experience, I only wanted to go home to my family after 5 months of being stuck here. This lady should not have contact with clients. The story is longer than this but I don't want to waste your time. From 18: 30 until 23: 20 I stayed in the airport so in the end they send me to pick the luggages from arrivels without any other explanation because the lady was walking away from me when I was talking. 9 years of traveling with my cat and this is the first time I have issues.Shame that people like her have this opportunity just to treat people like garbage.
Totally pleasent flights . But the KLM on ground services at schiphol airport were very unhelpful. One person from our travel party forgot a passport on the plane and discovered this soon after arrival. We immediately rapported this at the helpdesk 15 min after getting off the flight. The helpdesk person was very unhelpful and pointed us to the "lost and found". This started a circle of running around all day long at schiphol looking for a solution. The solution in the end being, that the person who lost the passport had to go home. About six days later, the passport was found on the airplane, just where we said it would most possibly be. It would not have taken a lot of time or effort to help us so we all could go on the trip. But KLM did not choose to be so helpful. The ground KLM operators were neither friendly nor helpful. One of the first thing they said was "well you won't all be going on holiday now". Other airlines were more frienly, kind and solution orientated giving us tips and suggestions of what we could do! After a very long and sweatty day at the airport we did get a solution to the issue, but I really do not understand why, as we just had left the plane nobody could just quickly search the plane, they knew where we sat. We were just advised to wait and see if it turned up in Lost and Found.
My return flight for October got cancelled because KLM cuts flights back. I was informed in the beginning of July and choose a full refund. Since then I am just getting excuses. The law demands refund within 7 days. That is a fully automated process, it does not take month! KLM is clearly breaking the law. Very sad, I used to be a long and loyal customer. My trust is completely shattered, especially seeing that budget airlines such as easyjet are handling refunds much better. Never again!
Worst customer service possible. With Philippines domestic travel opening and closing on a weekly basis, I had the frustrating ordeal of trying to contact KLM customer service, to change my international flights. Despite insisting on communicating through DMs on twitter no-one ever checks them unless you post to highlight them. Eventually they offered to change me to a flight that had tickets available on their website for $1271 but there would be a "fare difference" cost of $1189 this after already having $1245 of my money. I would have hoped for a little flexibility and understanding in these horrible times but instead I've been stranded for months and now been robbed.
Traveled in June and August with KLM and both times had very bad experience with service. Food was the worst of had on any airlane in the last 40 years.
I arrived 5 hours prior to my flight from Manchester-Amsterdam-Guanzhou-Perth with KLM. We were never given a check-in desk for the flight and when approaching the KLM-Air France help desk they were adamant I had missed my flight and forced me to pay a ridiculous amount for a new ticket (note that essentially everyone from my flight had to pay for a new ticket as nobody checked in - how could we without a check-in desk?). The woman behind the desk was also extremely rude and belittling, and questioned my intelligence, despite the fact that I am an associate professor. Following from this, they refused to provide me with a refund or apology. I wouldn't expect this from budget airlines like EasyJet, let alone a 'respectable' company like KLM. I am a fairly frequent flier and I have never flown with KLM since this incident and will never fly with them again (I have also advised my university against travelling with KLM - likely costing them several million GBP per year). Avoid this company like the plague.