klm.se

In my 35 years of professional career…

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.

Date of experience: Dec 20, 2025