✅ Verified Review
| Bahrain to Cardiff via Amsterdam. As customers we have to except that cancellations do happen & that more often than not the decision to cancel is taken with our safety in mind. Every airline can run well under normal circumstances but a good test of a airline is to see how they cope with situations like these. KLM were aware of bad weather & by the time my flight had arrived had already cancelled a lot of flights, with this in mind you would of thought that a large business would ensure that they have enough staff on hand not only in the airport but also online & on the end of the phone to cope with the very predictable customer demand that would inevitably ensue. Not the case with KLM. Arrived in Amsterdam to a flight board of mostly delayed or cancelled flights, then had to virtually beg to get into the Crown Lounge with a Petroleum card despite being fully entitled to enter, I was later told that KLM staff were trying to reduce the amount of people in the lounge due to the cancellations. What is the point of issuing loyal customers with a privilege card if you are not prepared to give them the privilege in the first place? Upon being emailed & texted that my flight was cancelled I was given a link to click to re-arrange my flight, brilliant I thought, not brilliant as the link took me to a blank page. Not a problem I will go to the customer service desk & sort this. I (together with a lot of other people) had to wait for over 1hr and 30mins just to be seen, by which time all other seats were taken & waiting lists were at least ten deep for that days remaining flights. Not a problem, as I (& many others) hold a privilege card this takes my to the front of the "waiting list" for last minute seats, this is one of the major selling point of the privilege card system. But apparently when you most need this service KLM are not ready to honour it, leaving you as a loyal customer with no extra benefits that KLM had previously promised you in order to get your business & loyalty in the first place. 3 hours later I managed to re-book my flight, 5 hours later I managed to get to the hotel, to be far after this everything seems to be running ok. However, when you compare this airline to how other airlines cope with disruption KLM falls well short of just achieving basic organisation let alone good customer service. When you have your flight cancelled with KLM you will receive a voucher for 15 euros off inflight duty free which was not valid on my flight as my flight is under 70 minutes in duration. Or 2000 air miles credited to your account but only after you learn to read Dutch to decipher the voucher you have been given & then post in all your boarding passes & receipts to a international address, which will probably cost you the same in postage as the miles are worth. This is after you have tried to re-book your flight using one of the three online services they advertise, non of them worked & no response was received from any for over 12 hours. So in all likely hood you will have a 1 hour 30 minute wait to see a (understandably) fed up customer service rep.