Review Time
This was my first experience with the airline and it may very well be my last. My initial flights from the UK to Sweden before Christmas were fantastic. The flights were comfortable, the service was top-notch, and I appreciated the complimentary sandwich and wifi. They provided excellent baggage options for basic flights, which was perfect for a solo traveler looking to save money. However, my return journey was a different story...
I received a text notifying me that my flight was canceled just as I was arriving at the airport. The flight status boards in Stockholm still showed my flight as departing. I attempted to locate a staff member but found none. When I called the number listed on the app, I was informed they were closed for the weekend. I then tried reaching out via Whatsapp and Messenger as directed, but after 11 days, I have yet to receive a response on either platform. I continued to monitor my flight, which was NOT canceled; I was simply removed from it and left alone in Stockholm without any communication. I was rebooked onto a Monday morning flight, 48 hours after my original booking. The airline failed to contact me to arrange accommodation, which is typically required, and I wasn't provided a food voucher for the significant delay. Consequently, I had to make my own arrangements at my own cost, with no assistance from the airline and no way to reach them. I ended up spending extra money to book a flight with another airline from a different airport. I'm still waiting for a response from the airline and have not received any refund.
In my 35 years of professional career and global travel, I have never encountered such a blatant level of negligence and disrespect towards passengers as I did today with the staff at the airline. Due to inadequate management, a complete lack of preparation, and a troubling indifference toward customers, three lines of nearly 100 people each formed, all waiting for assistance at the airport today, 12/20/2024. This situation was not accidental—it stemmed directly from poor organization and a total absence of leadership. The most concerning issue was not the waiting time but the arrogant and dismissive behavior exhibited by some agents towards passengers. It was profoundly upsetting to witness their disregard, as they laughed among themselves and treated visibly tired, confused, and frustrated travelers with contempt. I observed this in disbelief, questioning: Is this the so-called “ROYAL” airline? Where is the fundamental respect for customers?
The explanation given was that passengers needed to stand in line and take a number from a malfunctioning system, shifting the blame onto the customers for an operational failure that was entirely the airline’s fault. It was clear that staff had no clear instructions or supervision. Passengers understandably lost their patience and requested to speak with a manager. No responsible individual appeared. The complete lack of on-duty management indicated a disregard for resolving the situation or for upholding the dignity of customers.
What transpired today was shameful and unacceptable. Customer service did not merely fail—it was treated with disdain.
Rest assured, I will NEVER fly with you again.
In my 35 years of professional career and worldwide travel, I have never witnessed such a clear level of negligence and lack of respect toward passengers as what I experienced today with KLM staff.Due to poor management, complete lack of preparation, and an alarming indifference toward customers, three lines of nearly 100 people each were formed, all waiting to be assisted at Amsterdam Schiphol Airport today, 12/20/2024. This situation was not an accident—it was the direct result of deficient organization and a total absence of leadership.The most serious issue was not the waiting time, but the arrogant, mocking, and dismissive attitude displayed by some KLM agents toward passengers. It was deeply upsetting to see how they ignored people, laughed among themselves, and treated visibly tired, confused, and frustrated passengers with contempt. I watched this in disbelief and kept thinking: Is this KLM? The so-called “ROYAL” airline?Where is the basic respect for customers?The excuse given was that passengers had to stand in line and take a number from a system that was not working, shifting responsibility onto the customer for an operational failure that was entirely KLM’s responsibility. It was evident that staff had no clear instructions and no supervision whatsoever.Passengers understandably lost their patience and composure and asked to speak with a manager. No responsible person appeared. The complete absence of on-duty management made it clear that there was no real interest in resolving the situation or in protecting the dignity of customers.What happened today was shameful and unacceptable.Customer service did not just fail—it was treated with contempt.KLM, be assured of one thing:NEVER, ever, will I fly with you again.
I read on their website, 'cats and dogs can travel in the cabin to Europe, book the ticket then inform the airline your pet is travelling'. i did this and was told i couldn't travel to the UK with the pet, they wouldn't refund my ticket based on misleading ie LYING information on their website. The customer service was shocking, I tried all avenues to get a refund and was met with more bs. I actually hate this company for adding to my stress in this situation of trying to take my street rescue cat back home.
This Company that prides itself on customer Service is shocking.We booked a return ticket to South Africa on the 14th November 2025. From Dublin Airport to transfer onto a KLM flight day light flight to JNB.We were in transit to the airport when we unexpectedly got a message via their app that our main flight was cancelled no reason given. We were then put into a state of suspended anticipation. Having to turn around and cancel or further bookings . Avis rent a car accommodation etc. One big domino effect. Later came back to us with an alternative booking to get to our destination on a Sunday night two days later. A whole weekend lost. After hours of negotiations we managed to get on a flight overnight British airways all delayed transfers were missed and it all went to pieces. I had flown with KLM for many years but this broke the camels back. Blue card and prestige cards what a pointless experience. They offered us a free snack at the airport. Give us break. Never Fly with them again. You mean nothing to them . If shit could fly . KLM your first stop.
This is the worst customer experience. I am a VERY frequent flyet but KLM is a true LOW POINT.They do not allow me to get my boarding pass digitally, I need to go to the airport and get it, hence Wait FOR AGES. In addition, they push text messages during the night, which I need to check in my carry-on luggage all the time. TRY TO AVOID KLM, this is really an arrogant and VERY bad airline.
I am writing to formally express my concern regarding a recent travel experience involving my niece, whose ticket to Tel Aviv was booked through Lastminute.com with KLM. The itinerary included a Kenya Airways flight from JKIA to Amsterdam, followed by a connecting flight to Israel.Upon arrival at JKIA, my niece successfully checked in her luggage and proceeded to the waiting area. However, she was unexpectedly denied boarding on the Kenya Airways flight to Amsterdam. The airline staff questioned the choice of booking through KLM instead of opting for a direct flight to Tel Aviv, despite the fact that no direct flights from Kenya to Israel are available. My niece presented a valid visa for Israel and a supporting letter from the university she was to attend.The Kenya Airways representative insisted on consulting with KLM, who subsequently decided to deny her boarding. The rationale provided was a speculative concern that she might not continue her journey to Israel and instead seek asylum in Amsterdam. This decision appears to be based on discriminatory and stereotypical assumptions rather than an objective assessment of her travel documentation and intent.As a result, my niece was forced to return home, and we had to urgently purchase a new ticket with a different airline at a significantly higher cost. This situation caused considerable distress and financial burden, which could have been avoided had these concerns been addressed at the time of booking rather than at the airport.I respectfully request a full refund of the original ticket due to the unjust denial of boarding and the resulting inconvenience and additional expenses incurred.
My husband book us a trip with KLM from Manchester to Amsterdam for my birthday. He paid for seat selection for both of us to sit together. A week before we were due to leave, we got an e-mail saying they had changed planes, and now our seats were no longer together. He emailed them back and we got our seats together once again. This happend a second time, with the same outcome. Our flights went well, and the staff were accommodating. On our return flight home, my husband brand new suitcase was badly damaged. He e-mailed KLM and received an automated response, saying they had recieved his e-mail. This was nearly two weeks ago, and he still hasn't received a response.
Deceptive, overpriced, and deeply disappointing - avoid KLMWe purchased a roundtrip flight from Berlin to Amsterdam for around €450 and even paid extra to select our seats. Due to a serious family illness (cancer), my partner needed to consider skipping the outbound flight and only using the return.To avoid any issues, we contacted KLM customer service beforehand and were told that reactivating the return flight would be fine - for an additional €150. We paid the fee in good faith.However, when we arrived at the airport, KLM informed us that my partner's seat had in fact been sold to someone else. Their "solution"? A token €75 compensation and placing her on a flight two hours later.So, to summarise:• We paid €450 for flights + seat selection.• We paid €150 more for "reactivation."• KLM still sold my partner's seat.• We were given €75 in return for the inconvenience.This is not just poor service - it feels misleading and exploitative. At such a high price point, with such serious personal circumstances, the least one would expect is honesty and reliability. KLM failed on both counts.After all this hassle, KLM managed to miss loading my partner‘s luggage on the plane. 10/10 of all possible screw-ups. Thanks, KLM.Will definitely not fly with KLM again.
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