✅ Verified Review
| Manchester to Antananarivo via Amsterdam. My new husband lost his passport 2 days before our wedding, 5 days before flying to Madagascar. After a passport office appointment they said it would likely be done by Mon/Tues when we were meant to be flying Monday. On Monday we were home waiting for the post hoping the passport would arrive before our evening flight that we booked with lastminute.com (spoiler alert, it didn't.) First thing we rang lastminute.com to ask the costs for changing flights and get advice on the best options if it didn't arrive, after being on hold for a whole 60 minutes they said not their problem they wont help and we need to ring KLM . So we rang KLM and the first person said they didnt know how much but it wouldn't be a problem to change and they would email the details through, so we waited a while. Then rang KLM again who said not sure whats happening but they would email again, then they of course didnt. Then rang KLM again who said not their problem we should ring last minute.com Long story short we bounced between lastminute.com and KLM and not a single person we spoke to would help us or point us in the right direction. Now we treated ourselves with an expensive holiday for our once in a lifetime honeymoon but we are by no means able to just throw money away, and as noone would help after 6 solid hours of ringing people, we drove to manchester airport to see if anyone on a desk there would help. Turns out as i stand there making a fool out of myself sobbing my eyes out at the KLM desk they won't help us either and told us to ring the KLM number. So I had to make a decision, as we were unable to see if our flights could be changed to another day for a reasonable cost and in a panic of not being able to afford new flights for both of us I checked in myself and left him behind to sort this mess, in the end he just had to buy completely new flights, which also meant he couldn't fly back with me. I appreciate this whole mess was caused by a stupid mistake of my husbands, but seriously how hard is it to talk to someone about a change of flight . And even if it isn't something you can help with, how hard is it to not lie and say you will help but then don't, or even how hard is it to treat people with a little empathy and kindness. Every single person i have had to deal with from KLM, from the phone, helpdesk, check in desk and flight attendants were rude and looked like the last thing they wanted to do was do their job properly. And on the way back our bags were lost and every person dealing with that was equally unhelpful and rude.