KLM Royal Dutch Airlines

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 724 reviews
7/10
4 star Skytrax Rating
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2/10

"didn't have the tools to give a good service"

(United Arab Emirates)

Verified Review | Flew Amsterdam to Dubai. Unfortunately I am extremly disappointed with the poor Service that KLM have in Business Class. KLM is unfortunately lower than airlines like Lufthansa, Swiss or Alitalia (which I have flown a lot lately and they have really improved). I am not even considering some other airlines I fly every year like Qatar and Cathay Pacific. The seats are below market competition (I compare with Alitalia, Swiss, Iberia, Cathay and Qatar), and the food is not up to the standards of a Business Class. At least not what I use to fly regularly. The lounge is nice but the way you provide drinks and food is definetely the cheapest I have seen so far. Not a Business Class lounge at all. I had to go to the British Airways one that as I am a Gold member so they allowed me to enter even though I wasn't flying OneWorld. One good thing I have to admit. The people on the flight were extremly nice, they just didn't have the tools to give a good service.
AircraftBoeing 777
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteAmsterdam to Dubai
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"airline that embraces its identity"

(United Kingdom)

Verified Review | Warsaw to London via Amsterdam. First time flying with KLM since 1988. Very easy to check in online. Upon arrival at WAW, we used the self service kiosk to print our boarding passes, but could not print the luggage tags. Had to wait until the check in desks opened. At this point, there was no formal queueing system, so it was a bit chaotic. Once checked in, we were in the departure lounge within minutes. Both aircraft were clean and seats were relatively comfortable. Cabin crew were very friendly and courteous. A full bar service was available. I was particularly pleased to see KLM is very proud of its Dutch heritage - even the plastic cups have the KLM emblem, a clog, a tulip and a bicycle on them. Other airlines are choosing to look away from their nationality, so it is nice to see an airline that embraces its identity.
AircraftBoeing 737-700
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteWarsaw to London via Amsterdam
Date FlownJanuary 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"seat very comfortable"

(Italy)

Verified Review | Santiago de Chile to Amsterdam via Buenos Aires. A good solid Business Class product, although with the old World Business Class cabin. Seats are comfortable, as I did not want anyone to climb over me I chose seat 5D (in the aisle): I found the seat very comfortable, wide and long enough to support a few hours of sleep, as well as pillog (very soft) and blanket. In flight entertainment with a large screen and good selection of movies and content, noise-cancelling earphones not doing their job very well (but it happens in most airlines) therefore audio was not amazing. Service impeccable, crew attentive and present (but not overly present) made the journey pleasant. Food good, nothing to remember but above many business class products on the same route, the cold starter was good and the chicken was soft and juicy. The only small disappointment was the amenity kit - different between ladies and gents: the gents one is basically an empty bag with socks eyemask and teethbrush, no lotion no nothing. And the nice little touch of the Delft house is always a plus for KLM.
AircraftBoeing 777-300
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteSantiago de Chile to Amsterdam
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"decent quality and service"

(Switzerland)

Verified Review | Flew Zurich to Bucharest via Amsterdam. I like KLM, nothing special, but decent quality and service. Seats and pitch better than with Lufthansa Group airlines. Food also better, especially on second leg with a pasta dinner during the 2 hour 20 minutes long flight time. No hassle at the airports, respected priority checkin, security and boarding. Second leg late due to a thunderstorm. Good communication from the cockpit. Distribution of water during waiting time. Somehow the flight was one of the last able to leave AMS after the services had restarted, so 1 hour and 30 minutes late arrival. Baggage delivery at OTP as always slow and disorganized. But that's the problem of the handling agent.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteZurich to Bucharest via Amsterdam
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"customer service was horrific"

(United States)

Verified Review | I had an absolutely terrible experience with this airline. Originally my flight was delayed and at the gate we were being told that we were going to be able to board soon. The pilot would come on and keep pushing the boarding time back. Finally after spending over almost 5 hours waiting to board we were told that our flight was rescheduled and we wouldn't be able to leave until that evening. I was hours away from home and extremely upset. The customer service representative that I spoke to was extremely rude and claimed that there were no sooner flights with any other airline. I asked her to check and she kept saying that there was nothing. I asked to speak to her supervisor and she actually told me "no I had to listen to her first" before I could be transferred. When I eventually got in contact with a supervisor (45 minutes later) I requested to file a complaint in regards to how I was being treated. The supervisor refused to give me anyone's names, employee ID numbers, or any type of reference to my complaint and claimed it'd be noted on their file. After over two hours on the phone trying to get the issue resolved/being told they checked numerous times and no sooner flight was available I went online and found a sooner flight within 5 minutes! They claimed that they didn't see that flight and I was rescheduled for it. The whole ordeal was mentally and physically exhausting as I spent the whole day at the airport and ended up missing a day and a half of my trip to Budapest! I've traveled frequently but this time the customer service was horrific.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteHouston to Budapest
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"service very attentive and friendly"

(Australia)

Verified Review | Red eye flight from Abu Dhabi to Barcelona with 1 hour connection in Amsterdam. Aircraft from Abu Dhabi was an old A330, old business class seats with 2-2-2 configuration and not full lie flat. It's a similar type of seats that you'll get flying Air Asia X. Onboard service was very attentive and friendly, excellent cabin crews who made up the lack lustre hard products like the seats and the food/beverages. My luggage didn't make it in Barcelona and it took more than 30 hours to arrive. KLM refused my compensation claim due to I took more than 21 days to complaint in writing. This experience had left a sour taste in my first experience with this airline. I would not recommend a short lay over in Amsterdam airport with this airline due to KLM's incompetence in luggage handling, even if you are flying the premium cabin with Priority tag on your luggage!
AircraftA330
Type Of TravellerCouple Leisure
Cabin FlownBusiness Class
RouteAbu Dhabi to Barcelona via Amsterdam
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
6/10

"new cabin is much improved"

(South Korea)

Verified Review | I have not flown KLM for many years as I was unimpressed with their business product in the past but as a partner airline of Korean Air and the promise of an improved product I decided to give them another go. Flew from Incheon to Birmingham via Amsterdam. The new cabin is much improved however I was lucky enough on both inbound and outbound to get the single seats - I would have been very unhappy climbing over a seat mate as an individual traveler. The seat itself was very comfortable and I slept well. The major disappointment was the IFE the resolution on the screen was so poor it felt 20 years old and I couldn't watch for very long. Service was adequate but slow and sadly the food was rather boring for business class considering it was supposed to have been designed by a top Dutch chef. Overall my flights were fine but I'm unlikely to choose KLM again where Korean Air is available - their overall level of service is far superior. Final note never, ever serve warm champagne.
AircraftBoeing 747-400 (normal and Combi)
Type Of TravellerSolo Leisure
Cabin FlownBusiness Class
RouteIncheon to Birmingham via Amsterdam
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"compliment on food and staff service"

(United States)

Verified Review | Washington to Johannesburg return via Amsterdam. I chose KLM for this trip because of an extremely attractive price offered at the time of booking. The price was so good I upgraded to Economy Comfort which I believe is worth the extra cost. Upon arrival in Amsterdam, I deplaned and set about exploring options for occupying my 3-hour layover. After using the facilities and finding an open seating area for some relaxation and online activities, I discovered that my cell phone in its clip-on holster was missing from my belt. Panic set in an I retraced my steps and searched wherever I had been. I checked in with Lost & Found and while sympathetic and very helpful, they did not have my phone. What a depressing start to my safari adventure. I resigned myself to the likelihood that my phone was gone and I’d have to pay to replace it upon return to the USA. I boarded my connecting flight and had just gotten settled when I was approached by one of the flight attendants who held out an object in a plastic bag and said, “I believe this is yours.” Life was good again. The phone had come un-clipped sometime during the first flight and fallen between the seat and the outside wall of the plane (I was in a window seat). The cleaning crew found it and turned it in along with the seat number where it was found. KLM staff researched the flight manifest and found my name and then looked up my itinerary and determined the next flight I would be on and forwarded the phone to the flight attendants on that flight. Now, that’s what I consider service. Thank you KLM. I would also compliment KLM on the food and staff service. Both were great. I will be checking KLM first in the future when looking to book flights.
AircraftBoeing 777
Type Of TravellerSolo Leisure
Cabin FlownPremium Economy
RouteWashington to Johannesburg via Amsterdam
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"irresponsibility and bad manners"

(Germany)

Verified Review | Barcelona to Lima via Amsterdam. The overall experience with KLM was a nightmare. We arrived at the airport in Barcelona and Transavia was not able to print our boarding cards for the second flight (Amsterdam - Lima). Due to bad weather, we had to sit for 90 minutes in the aircraft, waiting to take off. Due to the delay, we had 15 minutes to make it to the second flight in Amsterdam but since we had no boarding cards, we had to rush in to the transfer desk. At that point the Schiphol airport was already a completely chaos. Queues everywhere. Not info at all where should you start queueing and so on. We lost our flight and had to wait in line for 8 hours to get a re-booking. KLM told us that the next flight (the following day) was full, but we could fly via Bogotá to Lima. We didn't want to do another connection but KLM said that they would only cover the hotel for one night (August in Amsterdam, not a lot of budget options to stay overnight). Our agent in Schiphol was extremely rude. I can understand that she had an awful day, but waiting in line for 8 hours is neither fun. We ended up accepting the flight via Bogotá and headed to a hotel we booked (KLM hotels were all booked out but KLM explained that they will cover the hotel expenses afterwards). The following day we took the flight and landed in Lima without luggage. Nobody knew where it was. When contacting KLM they said that they were not responsible for our accommodation but Transavia and that regarding our baggage, we had to contact Avianca, the airline which brought us from Bogotá. 64 hours later (plus an overnight in Amsterdam with our luggage locked at the airport) we just received our bags. I can understand bad weather. I can understand chaos and delays. But I won't accept irresponsibility and bad manners. To me it seems as they just want to clean their hands as soon as possible, even if you buy the tickets from them.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteBarcelona to Lima via Amsterdam
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"you will not be helped"

(Netherlands)

Verified Review | On August 16th I would fly KLM Malaga to Amsterdam. In the morning when I woke up, both the mail and text came in. The flight has been canceled. Further information follows. Still confident that it would be good. A few hours ago, the news came that the flight we were in was now the next day. And then with a stopover. We would arrive at our destination more than 24 hours later. I could not afford this delay, considering work-related matters. Then you call. Wait for 40 minutes and you will not be helped. Eventually via Facebook Messenger had contact. But beyond that this was the best possible option and a referral to the complaint form, we did not arrive. Additional hotel accommodation was not offered. So I had to book myself. We are not informed about any refund or compensation. I have because I could not afford this delay to book a ticket with another company of € 400! While waiting at the airport, KLM had several flights to Amsterdam. Apparently, with a flight that goes beyond 24 hours later than planned, you can arrange everything yourself, at least when you fly with KLM. An annoying end of a vacation. Not on the same flight as my partner back. And huge costs due to cancellation. I am definitely going to file a claim.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteMalaga to Amsterdam
Date FlownAugust 2017
Ground Service 12345
Value For Money 12345
no