KLM Reviews

When we arrived at JFK, the nightmare began. At the Delta check-in, the agent said we only had the old seats in the back. I showed her not only the email confirmation with my upgraded seats, but the bank transaction print outs proving we paid for the seats. She refused to budge, and treated my wife and myself as an annoyance. I got angrier, and finally, she got a supervisor, which took about 20 minutes to get for me because the supervisors were in "a meeting". The supervisor was just as arrogant, as if we were giving them a hard time, just because we wanted the seats we paid for, as if WE were the problem. Finally, after so much stress and trouble, they gave us the seats we paid for. Consequently, on the plane, we actually happened upon the couple who paid for the same seats, but were displaced. They weren't as fortunate, and had to sit separately.

If this was the only problem, I would not be writing this letter. The next leg of the journey, Amsterdam to Kilimanjaro, had the exact same problem. The agent was friendlier, and more apologetic, and finally was able to get us two upgraded seats together, though not the 2 I paid for. We also had to stand in a long line at the Amsterdam airport in order to resolve this leg of the journey, and we had extreme stress and unease until the problem was resolved. While waiting for out flight, we, again, met two unhappy KLM travelers, who had paid for upgrades, and had to endure a huge hassle to get what they paid for.

But, our problems did not end there. Kilimanjaro to Amsterdam, we paid for 12 A and B, window and aisle seat. What we got was center aisle and the seat next to that, with me in between 2 people for the 11 hour flight. The people next to us had paid for upgrades, too, but in order to get the seats next to us, the flight attendants had to rearrange the seats of and depend on the benevolence of some random passengers for the husband and wife to sit together. They told us when they got on the plane, their seats were way in the back (they hadn't checked the boarding passes), even though they paid for economy upgrade.

Obviously, this problem is pervasive, and endemic. KLM seriously put a damper on our vacation, each step of the way, causing worry and stress each time, until the seating was resolved. My wife's documented medical condition dictated this to be so. This wasn't just an inconvenience, it is unbelievably terrible business practice. I am not sure what, but, if ever it was called for, some sort of compensation is definitely in order. In any other business, this would constitute fraud. The attitude that we were the problem conveyed to us by your staff (with one exception), only added insult to injury in this whole sordid mess.

In the end by a stroke of luck 2 people were no shows so at the last minute we got on, not sat anywhere near each other but at least we were going home. My husband was sat next to lady that had booked only a few days before and was moved from a later flight to our fight only an hour before.... at the time we are stood in the airport being told we have no seat!! AGGHHHHHHH.

If KLM insist on being so greedy as to oversell tickets maybe they should consider a fairer way of kicking people off. Surely those that booked/check in first should get on? Whilst I did get on the flight in the end I suppose no harm done (except a very stressful 2 hrs to end what had been a relaxing weekend) but I got on that plane due to luck not good management & whilst all staff were polite at no point was there an apology. In fact it was almost as if we should be grateful they got us on the flight we booked, paid for and checked in in more than good time! Never ever will I fly KLM again.

It just didn’t stop there. They harassed me up to the day I returned back to California. On the day I was to return back to California, it was the same bag and the same situation. Again, I was not allowed to enter the airplane, and the police was called in. I had to purchase another ticket to return to California the following day, and also pay for my carry-on in order to be let on the airplane. I went to London finally, so happy I've saved enough money to celebrate my big 5-0. However, it was the worst time ever. I've lost so much money to this airline. They refused to allow me to fly. However, they refused to return my money. How fair is that? When I left California, I had no problem with my computer bag with my medications, until I reached the UK and all hell broke loose... HELP!

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 website and I bragged how good the program was. Later, they changed it to 8 years! **. All attempts to talk to them about it required hard work and persistence to get beyond template answers, mostly, "We're right; you're wrong." Finally, they called and told me they were right and, "Please prove we made a mistake," basically calling me a liar. Is this the company you want to deal with?

KLM staff person said that we had to pay check in bag fee for the second bag. I showed them baggage policy on Delta.com for Elite member but she seemed to have no clue. She called for her supervisor who came after a wait of 20 minutes and was taking no interest in this matter. He was on call and just said, "That is Delta, this is KLM," and left. After wasting 30 minutes or so, we agreed to pay fees. In flight experience was good. After coming back to US, I called Delta Airlines support and logged a complaint. Delta replied back saying they cannot help with KLM baggage policy and cannot refund me baggage fees as KLM charged it.

I reminded him that I booked tickets with Delta and nowhere does it say that KLM will charge for extra baggage for Elite members. He tried to make me sound like it was my mistake and pointed me to KLM's website for baggage policy. After I was done talking politely, I told him if that is the position Delta is going to take, I have no option but to file a fraud complaint with BBB and take legal action. As soon as I said that, customer service person went to talk to his supervisor and came back with a changed tone. He instantly said that Delta will send me a check for $75 for extra baggage fees. I said it was $75+ taxes; he agreed to pay the total sum charged to me. It clearly shows that extra baggage fee from KLM was fraud or else big corporate like Delta wouldn't take a BBB complaint that seriously. At Delhi airport, we saw many people harassed by KLM staff and charged fees for oversized bags, extra bags, most for no valid reasons.

Also, my wife was abused by an airline staff and someone also said "A lady with excess baggage." I made too many complaints to the airline, but nothing happened. The 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 realized that I should not be flying with any European airline and I'll do so every year. I do not fly with any of the European airlines because most of them do discriminate on the ground of race and color. Shame on KLM.

At that point, my wife and Ms. ** started an argument and the latter continued to be rude. Eventually, we sat down and the stewardess brought my wife a written warning note that my wife was violent, the furthest from the truth. At that point, my wife asked to see the captain Mr. Andrew **, who initially refused and told the stewardess to tell us he did not want us on his flight. He then accepted to see us, only to side single-mindedly with the stewardess and completely disregard our point of view (he said he heard us, but only listened to his stewardess). He asked us to leave the plane in an unacceptable way for our stature, which we did so as not to make a bigger fuss and avoid any delay in the flight and inconvenience to the rest of the passengers.

We both travel extensively 1-2 times a month over the last 15 years and have never been treated in such a demeaning and rude manner. I have lived in a number of countries like the USA. I am dual citizen US/Egyptian and as result of asking us to leave, we have lost our bags, I have missed a business meeting, we lost track of our two girls who were traveling at the same time and could not establish contact with them. We tried to get the ground staff in Schiphol to listen to us and assist us, but were only able to talk to two customer service officers who were shocked with what happened and were sorry for us. But still, nothing was done and we were told all we can do is send an email to complain.

It has come to my attention that a number of other passengers today on the flight from Cairo to Amsterdam complained about the service and the attitude of the flight attendants. Plus, I heard from others also about the poor service and would like to bring this also to their attention.

I will mention that the staff did not want to tell his name. Indeed, he always hid the body where it was caught with his name badge. It was a really bad attitude and only serves to discredit the reputation KLM. Such actions lead to loss of customers, especially those who have traveled for many years with KLM. Therefore, please remedy this as soon as possible. The facts are very unpleasant. Return the bottles of wine or the equivalent (15 euros). I'll take the best decision according to the response of KLM.

When I tried to check in the day before the flight in April 2012, although "Manage My Booking" still showed that I had the same confirmed economy seats, the website tried to give me seats in the back of the plane, Row 38; and I had no online option for keeping the seats that were "confirmed." I contacted Delta customer service (since it was after hours), and they suggested that I cancel the check-in and get it straightened out at the airport.

This made me a little nervous, so instead I contacted KLM customer service the next day several hours before the flight time. I was told very rudely that the seats I had "confirmed" were in "economy comfort" and that if I wanted to sit in these seats, I would need to pay US $137 per person to keep them. I explained that I was never asked to pay for the seats, and that my booking showed the seats as "confirmed." The customer service agent said that didn't matter, and if I wanted those seats, I would need to pay extra.

I asked what "confirmed" means, and he did not have a reasonable answer for that. He kept insisting that I must pay. I asked to speak with a manager, and he said it would do no good and that no one could give me those seats unless I pay. Rather than take the chance of not being able to get seats together once we arrived at the airport, I got back online and continued my check-in, giving up my "confirmed" seats and instead selecting something available in the back of the airplane.

At the airport, I sought assistance from a KLM customer service representative at the gate. She started out being sympathetic, especially after seeing the printout I had showing that my seats 11H and 11J were confirmed. She called a manager, and the manager told her that I had already been instructed that I needed to pay for those seats if I wanted them. I said, "Yes, I was told that about three hours ago." But I asked if she thought this was a fair way to treat a customer. She said there was nothing she could do.

Interestingly enough, standing next to me with the exact same problem was another customer having the same conversation with the other gate agent (to no avail). If KLM has done this on purpose to try to get passengers to pay for premium seats at the very last minute, when little else is available, then this is a scam. If KLM did not do this on purpose, then at the very least they should be interested in finding out how this happened, so that they could correct the problem.

I fly a lot, and, in my opinion, most other airlines would have offered me something in exchange for my frustration and inconvenience. I am absolutely positive that nothing on their website or in the booking process ever indicated that I needed to pay extra to "confirm" the seats I selected. All I ever saw was that my seats were confirmed. Very, very, very frustrating.

Worst of all, my complaints and pleas for assistance fell on deaf ears. I also submitted a complaint via the KLM website with no response whatsoever. I was certainly "flying blue"--and I hope to never deal with this airline again. It has absolutely the worst customer service I have ever experienced from an airline. The consequences? Nothing serious, I have to admit. The seats in the back of the airplane (Airbus) and the service were great. The biggest problem is that I started off on my wonderful vacation angry and frustrated. The airline, that took my hard-earned money (and lots of it) for this trip promised me two nice seats near the front of the airplane, snatched them away at the last minute and then sent me to the back of the bus without so much as an apology or any show of concern whatsoever.

I was fortunate enough to be able to take a picture of KLM transferring onto Kenya Airlines. I was on the same plane as the other people I was traveling with, even though they had different flight numbers, etc. I was extremely inconvenienced, and had to spend almost 2 hours retrieving my bags, checking them in, as well as myself, for my flight to Nairobi. My boarding pass will confirm that she only gave me a pass to Amsterdam, and not all the way to Nairobi. I would like to know how you would like to compensate me for the inconvenience.

Before I could explain my self to her, she got the boarding pass, tore it, and the other pass from me; and she said you can travel on this line because of time. I was not late for checking. I said, "You were on the phone checking all the time, and you came out, I cannot travel." So I should go to reservation for re-booking. (shocking behavior)

I reluctantly went to the reservation desk, only to be told that I have to buy a new ticket for my journey. I said I was not late for check in. I went to see the supervisor to give me the staff concerned's name. He also refused and called the staff, when he saw I was angry about the behavior meted to me. She complained that the baggage paid was from Accra, Amsterdam, London, and not from London. I queried that it was just typing error and must know the ticket from London to Accra first and not Accra to London.

Why did she not see that the TV had been paid for as baggage, because there was no column in your list of items for TV. (It was only sports equipment.) She took over 20 minutes to complain and asked many questions, only to tell me that I cannot travel on this flight. This has really caused me a lot of money, phone calls to your (0870) numbers on mobiles, and other expenses to travel back home, let alone my family waiting anxiously to receive me home for over many years.

Again, I should have travel with the excess luggage paid for, even if she refused the TV, because we have paid for 23 excess. She refused any suggestion to travel, saying the time is up. The staff was just unreasonable to deal with customers.

Your response is very urgently needed, as I needed to travel to meet my sick mother at the hospital now. My colleague will also affirm what went wrong at the airport yesterday and later today. My holiday period at work cannot be amended, since someone is covering for the whole month that I will be away. You have no idea how this reunion with my family means to me at this time, especially to my mother.

On the other hand, the people on the service support are unprepared to answer my queries and some don't even speak English. They asked me to call again the same number but dial another option. By the way, it takes about 20 minutes on average to get through to an agent. I used the KLM Facebook site and I received an apology and a promise that they would contact me privately to help me--along with some unsolicited comments trying to shut me up, I believe. I am still waiting. This is absurd.

Rick ** who handles our case on KLM /Facebook wanted to know why we want our flight costs returned. I sent him immediately a tip from Exbir (on Facebook): "As your flight starts each in the European Union, you can claim €600 each and then all additional costs like the cost for the luggage back from KLM. This is clearly marked in the regulation 261/2004." This is impudence! The continuation follows!

Update: All right, KLM handles our case. Apparently, we had not given the correct flight number (we did!). Let's see what comes next. I'll write an update.

There was no flight, so they sent us to a hotel. On 2.1.2102, at Saint Maarten airport they delivered us new tickets; this time we flew with Insel Airlines first to Santo Domingo and from there to Panama City 5 minutes ago I heard that the flight to Santo Domingo is delayed so it looks like we cannot catch our Copa Air flight to Panama today We paid $80 for overweight luggage; we had to pay $100 again in Saint Maarten to Insel Air and $70 departure fee. The flight to Santo Domingo is to catch a flight from there to Panama. The flight was delayed; we had to run in the airport to catch the plane at the last minute and arrived totally exhausted in Panama. KLM? Never again!

After waiting in a line for about 7 to 6 hours, the airline attempted to rebook my flight plan for the next day. The lack of information forthcoming from the company and inappropriate lack of sufficient personnel to assist passengers’ needs (one employee) were appalling. This and the total lack of accountability by a responsible authority to answer questions, lack of a company contact phone number to reach any individual who could be spoken to, are pitiful. I guess people actually have to die or become seriously injured before they are forced to take responsibility or provide any explanations. This does not help those who may have been traumatized by the incident and all the others who waited many hours missing many connecting flights, losing time, and money.

So here it is. My old Flying Blue account is cancelled and the new mails continuing to drop in and no one at this fantastic company (KLM/Air France) seems to be able to help me with this problem! What can I do? But let me give you an advice on the way. Never deal with them whatsoever. You are hooked for life!! I really used any other airline I can, or travel by train, bus, car or rather stay at home if the only choice would be KLM! !

They said that they would maybe have a plane available to take half of the passengers to NY that day and would let us know in 3 hours who they had chosen to board. I am pregnant and, after waiting the 3 hours, was told we didn’t make the cut even though I have my flying blue points and all. We managed at the very last minute to get on the flight by a miracle. Of course once arriving in NY we had no luggage. We were told they weren’t sure where our luggage was, but they would try and locate and send it to our hotel that we could make purchases if needed to hold us over for the time being. Two days later, our luggage was delivered to the hotel.

After returning home to France, we sent in the receipts from our purchases to an address that was given to me from a KLM agent at the airport. It’s now a month later and after numerous email and contact, they told me that they received "photocopies" and that they would not be reimbursing us! Then they proceeded to tell me that it’s my fault because I sent it to the wrong address when it was the airport that printed out a sheet with the address. I sent in all originals and they told us basically that we didn't and that we will not be reimbursed for the $347.43. The man on the phone basically said I was lying. To me this is ridiculous. How can they do that? I will never book again with KLM. I feel that the way they dealt with this was extremely unprofessional. What happened to "the customer is always right?"

It is not mentioned on the ticket nor on their web site that the charges would be so outrageous!

I went to KLM and was still hoping he would send me to the plane as the plane was still there. But the KLM counter was empty, and the Air France office had another long queue. So I waited in 'till my flight was considered a no show!! I was asked to pay almost 600 euros which I wouldn't have been able to pay unless I had the tax-free and because of my nice friend from Berlin. I tried to explain that this is not a no show and I could have caught my flight if anyone decided to help me or if there were enough people in office. But he said, "When you are late, you have to pay a lot of money."

The next day, I got a flight AF 1435!!! It's not the same strange confusing printout. I took the plane and got my luggage completely checked and got the boarding pass for the 2 planes to France and to Cairo. Now I EXPECT A SMOOTH FLIGHT. However, the plane from Berlin to France arrived late!! I walked to the gate E33. After being checked for a long time, they threw my cream and cheese, and they kept my nail care stainless set!! They also included my scissors and a little knife.... Then running to gate E33 with my 2 girls, I CANNOT board, because I am having too much luggage, which is 3 handbags and my laptop.

The problem was that I am alone with my 2 girls which makes them think it is too much for me even if I have 3 tickets. The boarding guy asked me to go to a manager in Room 7 to get approval to pass, and I said, "I am here for transit and my luggage was checked in Berlin, and I was on Air France plane with the same luggage and cheese." And now, I WILL miss another flight. Then I was crying and crying 'till a security lady came and talked to him. Then I passed!! I was on plane by luck. The lady for boarding call the plane and thank GOD they took me, although I checked in and had my boarding passes.

I was about to pay for a mistake I didn't make. It was my birthday and I spent 2 days crying for the money I am paying, because KLM counters were few and not friendly. I didn't feel I am a customer at any point. I believe I could have caught my first plane if I had a normal form of printout and enough counters. Yet, the first thing I heard from the Egyptian lady at the plane door was, "Are you alone? I can get someone to help you." Yes, that is common sense that is not common anymore!!

I appreciate your feedback, because I really feel exhausted and used this money that I will have to pay back for a long time. KLM & Air France businesses ruined my vacation and birthday. And I will have this on my car and Facebook and won't try to save money when I issue my next tickets, unless I receive a detailed explanation and compensation for the strange and slow attitude that is definitely not appreciated .

In December, I had to return because my father passed away. He was buried on December 22. Since it was last minute, I got a one-way flight from Seattle on British Airways but planned to shop for a flight back to Seattle using my Flying Blue miles. I saw a flight to Dallas for 12,500 miles, so I bought miles to allow for that flight and booked the flight and received a confirmation code.

When I checked my account, I saw a rewards booking from Manchester to Dallas via Amsterdam. So on December 31 I got to the Airport, printed boarding passes and checked my bags. I went though security and proceeded to wait at gate 203. Fifteen minutes before the flight they told me there was a problem with my ticket but I had to catch the flight to make the Dallas connection. So I was to go speak to KLM at transfer station in Amsterdam. Once there, the nightmare really began.

After waiting 20 minutes to speak with an "assistant", I was told that I had no ticket, should not have been on the flight from Manchester. That I had missed the Dallas connection anyway and I would have to sort it out with Flying Blue. Could they get me to Seattle, could they get me back to Manchester since this was their error? No. Such insignificance was thrown at me. It wasn't their problem. Could they use my 12,500 miles for another flight to Dallas or put it towards a flight to Seattle? No. In fact they were debiting my account for 10,000 miles for the Manchester Amsterdam flight. I was "on my own".

My bag was booked through to Dallas with a KLM baggage code, my seat assignment and boarding pass meant nothing and they were going to get their money for a flight they say I shouldn't have been on. How could they let me get on a plane if I didn't have a ticket? How could they print a boarding pass if I didn't have a ticket? How could they send bags on a flight for which I didn't have a ticket? Now the bag is somewhere in the system, after they told me the bag would be on that flight back to Manchester with me. Bold and unaffected, and complete disregard for their actions.

The agent for KLM was there and said we had to file a report within 48 hours. Being dead tired at that time, we opted for me to return to SFO the next day to file the claim report. The agent, George, was very helpful and filed the required report on the KLM computer. George said and put in writing that we would hear from Headquarters in 6 to 8 weeks.

Over the last year we have filled out numerous forms and have gone to the KLM desk at SFO. None of the phone numbers are any good. The last one I get phone mail for a "Nancy **", who has never call returned my calls. I must have call 30 times and sent in another form on line to KLM. On July 12, 2010. This has been over a year. No one is responding to our claim for under $200 which was properly filed over a year ago.

I went for the cash option and sent all the details they required the next day, January 21, 2010. I have never had any reply from them to date. I have sent them two letters, 3 emails, and 2 phone calls, asking them when they are going to pay the compensation into my account with no reply. if you ring them, they say you need to put your complaint on email. The letter from Kathryne ** dated January 20, 2010 is ref klc 100108tobe7.

I paid it with my debit card. Also, right after I paid them, I tried to get a print of my transaction, which I was not able to do so, and my computer turned off. Now, I called KLM, and they say they have not sold me anything. I tried to call the website, but nobody answers. Please help me to get my money back, or have a ticket to Iran.

The last issue that made me realize that I wasn't going to get anything resolved reasonably was the agent asked me to write a letter to them with a copy of the Passport in order to correct the last name on the ticket. When a company makes a mistake, then should go the extra mile to fix the issue. After twenty minute conversation with a very unprofessional supervisor. My tickets were reissued with my fiance's name corrected, but now I would have to contact Delta to figure out what seats I could have.

6 hours of time to get these small issues corrected as well as massive frustration and stress.

I tried to access my reservation that night on all KLM, DL and NWA websites, but it wasn't available for changing so I called KLM in Netherlands to ask them to ensure that they book me direct to MSP, and since I wasn't in an urgency, I was fine even traveling a few days later, but didn't want to be stuck in Amsterdam. At check-in the next day, I was charged $700 for excess baggage because KLM refused to honor the extra weight that is allowed for the Elite status through Delta. It doesn't make sense to me that partner airlines have different weight restrictions for baggage, and charge different fees. I took the same amount of baggage via Delta to India by paying $150, but to bring the same back, I had to pay $700. I find those fees excessive, and would appreciate a refund of $500 (but will Delta give that).

The flight experience for KLM was great. I want to especially thank flight attendant MK Punchi. However, on landing, it was chaos. There was a 2-hour line to rebook our flight, and eventually I got the bad news that neither would I not be going directly to MSP, I would have to stay overnight in Amsterdam, and stand in a line for visa and hotel. I wasn't thrilled to be going via DTW, but oh, well, these things happen, and even though, I had called KLM earlier and they could've given me the option of flying later, they didn't. We stood another 2 hours in line to get the visa for Netherlands, and once we got out, it seemed like there was another line for 2 hours to get the hotel room.

My 4-year-old was now getting extremely cranky, and I just couldn't see her cry anymore and decided to just go to the Sheraton at the airport ($320/night). It would make sense that KLM would organize a hotel room within the airport prior to immigration for nationalities that require a visa. I can furnish the cost of the hotel via fax or email, and I believe I am entitled to this amount (but will Delta give me that money?). The next morning, we had breakfast at our cost (€33), and then got the bad news that I was booked in a middle seat although the agent the previous day had told me that we had aisle seats. So much for the Elite status.

When I thought that the whole experience was finally over, MSP airport luggage console was messed up, and our luggage was all over the place, and one of our bags couldn't be found (was delivered the next day, thanks!). To summarize, our trip from the original time of departure to arrival took a total of 55 hours (longer by 30 hours) and cost us decent amount of money that I believe I am entitled to. So much for Silver Elite Status and the 110,000 miles that I have with Delta.

My flight was for 6:35am and I was still at the counter as of 6:00am and so I did not have time to crosscheck. I later discovered that I had overpaid because I also paid for the bag that weighed 23kg.This is because I was given a bill of GBP368 instead of GBP276, meaning that I paid for three bags instead of two. I am making this complaint because I was overcharged by KLM and unfortunately paid GBP92 extra. The flight number is KL1000 and I have my receipt. My flight details and baggage weight can also be crosschecked with KLM. Thank you.

One of the agents, a young man, promised to send my luggage back to the hotel for me so I could arrange and have it sent to me. I was given a pen to write the address. Under the condition, I only wrote MSM and the name of the hotel Apart Hotel Randwyck. The luggage has not been sent. On arrival, I have called Brussels Airport several times even to give the phone number of the hotel and ensure that the address is clear but to no avail. I feel very insulted to have been treated this way. I have my Project Cycle Management Book in the box, the reason for the trip, and this lady will not even allow me to open the box under the pretext that I was late.

I felt very devastated during the flight back home. The luggage has not been sent to the hotel and I cannot reach anybody. Why did she have to shout at me, threaten me and rush me the way she did? I couldn't make any rational decision. I need this box back. Why was it promised to be sent to the hotel and it’s not been sent? I had to forgo my tax rebate because of this service and I left the luggage because I was told it will be sent to my hotel back in Maastricht in the Netherlands.

I tried to ring KLM but the person who answered the phone in Amsterdam put the phone down! There was no KLM staff at Cardiff, Wales to help me. The Cardiff staff tried but could not find us flights to get me to my destination in time to get the boat. I was stressed. I cried. My daughter became sick. What a wonderful start to our holiday of a lifetime! KLM was responsible for this. I wanted a stress free holiday, not a test in endurance.

Then, to make matters worse, when we did eventually get to Hamburg, only two out of three suitcases arrived when all of them had priority stickers. This was way too much for my young teenage daughter whose case was left in Amsterdam and she cried and cried and cried. Her suitcase was brought to the hotel the next day. We arrived at Cardiff, Wales by 4:00 am on July 18th as requested to check in. We arrived at our destination the Costa Magica on July 20th, mid-morning and eventually got to our cabin much later.

KLM's inability to get us to our destination on time caused great distress and caused us to miss three days of our first ever cruise. We missed all the introductions, lifeboat drills, etc., thus, I want a compensation. Please, can you tell me where we stand in this? I have mailed KLM but they offered me travel vouchers. Why would anyone ever want to fly with them again after such an experience? They say that is all they can do, and that they expect me to understand this even though I might not like it. They are right. I do not like it and I would like to take this further. However, is it all worth it?

I am a widow. I have two teenage children. This was to be our holiday - the first real one for a long time. We have had a dreadful year. I just wanted us to be together and have a peaceful time. I would never have spent so much money on a holiday in ordinary circumstances.

On our summer flight from Rome to Amsterdam, someone was in our seat, waiting for someone to get out of their seats. So we stood in the last section of first class, waiting for the seat issues to be solved. A flight attendant asked rudely, “What are you doing here?” We explained. In an exasperated tone, she said, “Just go tell whoever is in your seats to get out!” Upon arriving in Amsterdam for an overnight layover, one person in our party went to get her luggage. The rest of ours was supposed to have been sent to LAX. My daughter noticed her luggage had arrived. We asked what to do with it and an old man in customer service said just leave it outside his office.

My daughter politely explained that anyone could walk away with it. He screamed that he would watch it. She picked it up, put it in his office where she thought it would be safer. (In retrospect, we should have just taken it, but we didn't want to be burdened with luggage on our night on the town in Amsterdam. ) He screamed at her again to get out of his office. She started to write down his name, he grabbed her paper, and said, “You can't come in here and write down my name, you rude American! Here, I'll give it to you, and I'll take your name too.”

We wrote to KLM, but they forwarded the letter to NW, who gave us some customer service miles for the problem. But KLM needs some multi-cultural training. They are becoming known to many as the Ugly Dutch. They have stereo-typed Americans and act as if they are doing us a favor and lowering themselves to even answer a question. I like NW Airlines. KLM needs to clean out the rude employees if it wants to stay in business.

services.

Here is my experience:-

When I reached my destination Manchester (UK) from Hyderabad (India), on inquiring it was discovered
that my baggage is not found and left lying at Amsterdam Airport as per airport authorities. I was
totally upset with my 11 month old baby in hand and absolutely no belongings (viz clothing,

expensive items, baby food etc)

This made me frisky hearing to this news and lost my mind how to survive without the whole baggage
till its arrival.

This situation made me very unhappy and discomfort as it had been a drastic journey all along.

I have received my baggage around after 29 hours of my arrival to Manchester. My kid and I doesnt
have proper clothes and unable to refresh ourselves from the journey stress. Kid couldnt feel

comfortable without proper winter clothing during the period.

Thus sufferings started to kid compelled my husband to call NHS doctor on sunday (20 Jul 2008), as
GPs are not working on Sundays. Telephone Prescription cannot be an appropriate treatment.

Conditions tend to change drastic as time passing-by.

For all these difficulties caused due to delay of my baggage in transit of your services.

Hence I claim to compensate we both with an amount of 300 .

As I am employed by Saudi Aramco (The KAS Government) and all the families' visas are issued at the same time. I now found myself in the unenviable position of explaining and talking your obviously incompetent and possibly dyslexic staff through the 48 pages of my son's passport until she found a full page visa clearly stating a current multiple signed and stamped visa, which she then proceeded to doubt the validity date written in English, further more to this stupidity she asked me to provide an Arabic speaker on the phone to translate my sons passport in the UK. I do understand the security and visa check requirement for travel, however none belligerent intelligent and competent staff are required to support young passengers.

My son proceeded to his check-in for KL-439 to Dammam where he was refused boarding due to his age (14 Years DOB 15/01/94) Again he indicated a call to me from his mobile where I was told by a very abrupt member of the gate staff "she had no time to talk to me and was returning my son to his point of origin (Newcastle) on the next flight." I pointed out he was a returning student and his school in Newcastle was closed for the summer term, he had no money and no friends or family in the area. I was further told this was KLM policy not to allow 14 year olds to fly alone despite his arrival in Amsterdam and paying a full adult fare and despite his last 2 trips from KSA as a full unaccompanied passenger. (Boarding Cards can be provided).

Again after several hundred dollars spent on international calls to KLM and not one response from [their] offices in Newcastle or Amsterdam, [they] have left us with no alternative but to arrange a taxi to meet him at Newcastle Airport, secure a safe hotel for the night for him and to compound matters this child is so upset his Mother is having to fly from Saudi (KL-440Q / Kl-957Q 06/07/08) to collect him and return him home to KSA. Both The Netherlands Police and The Chief Immigration Officer have been informed both concurred [their] actions were unsafe and seriously disturbing and will be pending litigation.

This dangerous farce and [KLM's] total lack of responsibility for young fare paying passengers is unbelievable. By your [their] action of allowing a young passenger on the first leg of his flights [they] must take full responsibility for him to reach his ultimate destination and by not allowing him to proceed [they] should take responsibility for his welfare and safety at his return destination. [KLM] airline seems to take no responsibility for young passenger's welfare, safety or financial costs incurred! It would seem [they] can only quote policy and pass the blame to everyone except [themselves]!

To this end and without prejudice I expect KLM to reimburse Victor's full fare, his mother's full fare and loss of pay with all hotel and taxi costs incurred and together with my considerable international phone costs. I further require a full refund from company KLM and a letter of apology to my son for this abysmal and overzealous treatment.

At my arrival at Bruxelles airport my suitcases arrive as normal but the tubes were not there. They told me they stayed in Amsterdam and would make the next flight. It was late so they would deliver the tubes the next day at the house of my client. The next morning the tubes arrived, I was happy to be able to show my client his new purchase. But as I was lifting the tubes to open them I realized that one of them was open and empty. Someone took the time to put back the cap on the tube after emptying it. It was the tube that had the five paintings in it. I was frozen by this event, surprised and in chock.

So the next thing was to make the different calls and finally go to the airport to file out a Damage Report. After the report, I spoke with KLM and the airport police. I filled out some papers with them. I contacted KLM, and was told to send a email to them with the painting information, which I did. Ive also filled out a police report at the airport. The airline is obviously responsible for the theft or my paintings, since my luggage was in their care all the way.

I tried to enjoy the rest of my stay and hope for some good news, but that did not happen. After two weeks, I went myself to Amsterdam airport to look if my paintings were there, maybe in the lost and fond but still they are no were to be fond.

On September 8, 2007, I came back to Mexico via Amsterdam. Arriving at the airport of Mexico I made a report again with KLM.

And now, after many phone calls, still nothing.

The value of my lost was over $26,000.00 dollars. It makes me sick to know someone has my paintings somewhere and that they will probably be sold for nothing.

KLM is to blame because they are hiring thieves who steal and walk out of KLM with the stolen merchandise of their customers. KLM has done nothing but offer some apologies.

The lady at the check-in registration desk said it's true, she could also see the wrong information on her screen, but regardless of that, we still had to pay the overweight. She recommended us to get the money back with our agency. (which, until this day, is trying to get the money back from KLM...which means, we will have to wait a long time until we see our money!). But that was not all!

As we arrived in Mexico City (after passing 2 Passport control desks during the trip) my husband was taken to the migration installations (exactly like a prison but without bars, otherwise, everything cement and they treat you like a convict!) together with another 30 passengers from KLM. They said that there are new laws and alls South Americans, Africans and some Asians need a visa to enter Mexico. He had to spend 26 hours (no shower, only 1 phone call - after I had a lawyer call there !, 2 meals (after 8 hours!) in this prison together with other passengers.

The migration officer informed me that KLM, together with other airlines, has to pay a very high fine for every passenger they fly in without a visa. Well, after these terrible 26 hours, we were sent back to Bremen. KLM Mexico assured us we would get our money back. I tried talking to KLM here in Germany and also asked them why they let people check in w/o a visa. They said that they cannot make changes in their system as fast as the laws want them to.

What a stupid comment. And the answer to my question as to what the passport controls are for they said Oh...we do check if the passports are still valid...but we don't have to check if the passengers have a visa. Oh! Sorry, I didn't know that! Why don't we just send everybody around the world w/o a visa and pay high fines. It's so much fun!

Well! Just wanted to let you know that I won't get a cent back from KLM, since they don't fell responsible for our problem. (which actually is also their problem). I hope nobody else has to go through this. It is a nightmare!
By the way, through the years, I had already lost my luggage 3 times with KLM. But they always arrived two days later. But I will never fly KLM again. And yes, KLM is really giving in on friendliness. That includes the stewardesses.

Now I have 1475 EUROS less in my pocket, my husband hat a traumatic time at the migration prison and nobody semms to care much about this.

Finally, I was back home in Chicago with absolutely no information from KLM. I continued to write emails to KLM (getting through to them by phone is almost impossible). After repeated attempts, I get a call 9 days later on march 12 saying that they are not able to trace my luggage. I am appalled that it took so many days for KLM to make the first courtesy call to let me know that they cannot find my luggage. I am a frequent business traveler and KLM has been my worst experience. Further, KLM customer service is extremely poor and unresponsive. My recommendation to anyone who wishes to fly KLM is to be cautious about what to expect from the airline.

After a week, and several phone calls, I got the bag, which was locked with a lock, in a plastic bag, the lock was broken, and the items in the bag were thrown into the plastic bag, making a big mess, living items that was once in the bag to be missing from it at the time of delivery. I had very important documents that were lost, I think someone realy liked my shiny makeup case that is gone, they even lost one(!!!) boot from the pair I brought with me (and what sense does that make...), a pair of my favorite sunglass, a pair of earings that was in a small box, etc.

I wanted to file a complaint again for the lost item, so I e-mailed the service an e-mail (on January 15, 2001, and I have a hard copy to backup), and I've tried to reach them on the phone, over and over again, only to know what is the suitable proceedure for that, but they eigther do not answer the calls, or they don't care enough to return the messages (if the answering machine does answer...) When I'm calling to speak with the company's rep., the answer I'm getting is: The same number that you use right now, is the only number I have for this service, and I can't help you further than confirming the number.

To this I call a very bad costomer service, never the less, I want to complaint about something in a very big (and known) company and I just can't because they are so unorganized and so unpleasent to costumer (on the main number as well) and the make this simple proceedure to an impossible one! I don't have too much time to deal with it, because I'm a full time student, and I've lost a lot of money with this case, and some valueable things that can not be replaced, I thought to turn to you in order to get their attantion, and help me get what I deserve! I thank you very much, and apriciate you work. (and sorry if I had any spelling mistakes...) Efrat. P.S. : two more things: 1. I don't have the original complaint sheet from the night I've arrived. 2. My passport number(if needed)is 7284671 (will be written on their copy of the complaint, and it's an Israeli one.

Lost of money. Lost of time trying to deal with the problem. Insult to any person who expect to got some attantion from a big airline. I will never use this company again, nor will I recomend my other relatives! The worse service I've ever got (and I've mationed that on the e-mail I sent them).