✅ Verified Review
| Houston to Brussels via Amsterdam. If things go wrong, you face an upward battle against limited options (flights), limited resources (costumer services, customer assistance). I paid 1700 euro for a comfort seat and they left me stranded in Amsterdam. No duty of care to be sure that I reach my final destination from the KLM side. Out the door the EU legal requirements. The plane out of Houston has an issue, KLM needs to get it fixed. Paperworks and repairs take 4 hours. Most passengers already miss the connecting flights before departure. Staff at the gate scare people away which see the issues coming because of their prior experiences. Before we fly, they have to get some drunken passengers of the plane including the one sitting next to me. Not even a Sorry Sir. Service degree as in nineties, AC dripping, cold all night, no new water bottle - I will fill it up for you Sir (really in comfort). Inflight entertainment system bad, no subtitle, breaks down and restarts issues etc. We get to Amsterdam. The whole 747 with connecting issues floods the service desk. They get annoyed by the passengers frustration, this situation ends up being hostile at the desk. The staff is well aware that due to end of holiday week KLM basically has no options to offer passengers. Air France is full, KLM flights are full, Speed train are full (see later train desk told me). They give me a regular train ticket. While waiting the same women as at the gate reiterates her problem of meeting her connection to the river cruise in Basel. I suggest to call Lufthansa desk immediately as the only option to meet her deadline. The Service women all get hostile towards me. While the train ticket system breaksdown again, I notice the KLM assistance going in the Lufthansa option eventually. I get a train ticket no date no hour only a destination. The service assistant write down the departure time of the train by hand. Insists seat is numbered and I need to make it on time. I file a claim for my luggage and hope to meet my train. No train that fits departure time on screen. Queue to the train desk - no this is a train ticket but one for any train. No Sir Thalys is full to Brussels. No regular train service, only this weekend works on the line. I find the Service desk in Terminal 2, have the 24 H desk of the Travel agency speak to the KLM rep. Travel agency insist KLM book me on the 8PM flight in Business, KLM refuses on grounds that there is awaiting list of economy passengers. With no drivers license I'm with one option left : 4 hours + trip of 4 trains, replacement bus service and taxi to Brussels Airport. So instead of the 10+ hours KLM, I arrive 21+ hours at the Airport not thanks to KLM though.