klm.se

The worst experience and service ever

I have booked my flight ticket from Gothenburg to Lisbon on December 26th, 2019, but was told that my flight ticket from Amsterdam to Lisbon was cancelled (flight HV5951 or KL2609, depart at 17:15 and arrive at 19:15) when I check in to get a boarding pass in the Goteborg Landvetter Airport. I was unable to do online check in the day before departure and did not get any email or text message notification about the flight cancellation, and only figure it out at the last minute in the airport. My flight from Amsterdam to Lisbon was rebooked with flight number of KL1697, and this flight was delayed and arrived Lisbon around midnight and there was not any public transportation available at that time. However, the flight KL2609 was not cancelled, as I saw the flight information on the flight information display system with gate number of C11. I have contacted KLM customer agent through online form, online chat, facebook, and Wechat but did not get any help, and was only told that flight HV5951 or KL2609 was operated by "Transavia" and "Transavia" should take responsibility of the disruption. I have also contacted with "Transavia" and told that flight HV5951 or KL2609 was not cancelled, but my flight ticket was removed by KLM on November 5th, 2019.I am not sure if flight KL2609 was oversold and that why my flight ticket was removed by KLM, but KLM staff lied to me that the flight was cancelled. Now I am not sure who I should contact with, still waiting for the reply.

Date of experience: Jan 14, 2020