Huge delay on my Amsterdam-(Paris)-Naples flight on 20th December. Rude KLM staff at Schiphol's Terminal 2, dismissive service, forced to fly to Paris knowing the connection was already lost, and left stranded for 24 hours. KLM, you're supposed to be better than this—passengers deserve respect and communication, not just compensation. I strongly do NOT recommend to fly with KLM during busy period. Full story:I am deeply disappointed by the terrible experience we had with KLM during our recent travel from Amsterdam to Naples via Paris. As a major airline, KLM is expected to offer service and care beyond just throwing money at problems—but this experience felt like being treated as a wallet with trolleys rather than a human being.1) Amsterdam to Paris Flight AF1841 Delayed:The flight from Amsterdam to Paris (AF1841) was delayed due to technical issues from 16:35 to beyond 19:15. While technical issues can happen and are understandable, it was unbearable to only learn about the extent of the delay by talking to the stewards, as the information on the airport screens was never updated. Even with SMS/email updates activated, we received no further information after 14:45.When we raised this issue with the stewards at the gate, they blamed the Schiphol Airport communication system for the lack of updates. This left us in a frustrating position—we were forced to stay at the gate, unable to leave freely, as even using the facilities or getting food could pose a problem without risking missing any potential boarding announcement.2) Forced to Fly to Paris, Knowing the Connection Was Lost, and Rude Staff at Terminal T2:Despite the delay making it clear we would miss our connection to Naples, we were forced to fly to Paris with no effort from KLM to offer an alternative solution. When we asked to explore our options, we were met with indifference—it felt like sending us to Paris was simply the easiest choice for the airline, regardless of whether it made sense for us as passengers.We specifically pointed out that the first available flight from Paris to Naples was 24 hours later, making it clear this was not a reasonable or efficient solution. There were more options available from Amsterdam, yet these were not even considered.Adding to the frustration, the person at the KLM desks of terminal T2, who approached me during the queue, lacked a badge or any clear identification of their role and refused to let me speak directly to the desk staff (as other people in the queue did). I had to explain our situation to him, which he relayed in Dutch to the desk. When I raised concerns about the accuracy of his explanation, the lack of effort to explore alternatives, and the stress we were under, he responded defensively and walked away, offended, saying, “Do you not trust me?”Trust comes from action and care, not dismissal and rudeness. Sending us to Paris with no acknowledgment of our concerns or the availability of better options in Amsterdam showed a troubling lack of professionalism and empathy.3) A 24-Hour Journey and Missed Events in Naples:We finally arrived in Naples on the 21st of December at 22:00, more than 30 hours after our journey began. By the time we reached our destination, we were completely exhausted, and we had missed events and appointments we had booked in advance.This experience has left a lasting impression—one of frustration and disappointment. I strongly advise against flying with KLM. Offering a small amount of money as compensation is not a solution, nor does it make up for the lack of care shown during this ordeal. Passengers deserve respect and proper communication, not just a quick payout to silence them.
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