KLM Royal Dutch Airlines

✅ Trip Verified | For my initial flight, I flew one of the COVID-19 pilot test flights with three different stages of testing. I was glad to hear KLM and their SkyTeam Alliance was offering something like this to make travel safer and to lessen the quarantine time once you arrive in the Netherlands. The cabin cleanliness and quality was excellent but it was their service and hospitality that was truly amazing. It was my first international flight and I was flying alone. I unfortunately discovered I get severely motion sick. All the other flight attendants were especially attentive and kind. The entire flight they made sure I had every possible comfort down to an extra pillow or another blanket, soothing tea and ginger sodas, crackers, and were even kind enough to provide me with a motion sickness medicine. I’ve never seen such genuine care and wonderful hospitality on both my outbound and return flights. My return flight was much busier but the crew was still just as kind and attentive, if busier.

✅ Trip Verified | After a immaculate service and presentation by a certain airline from Qatar to Brazil. This airline was like flying with a pauper. The 777 inside looked tired. The seat pitch was poor and when the person in-front reclines then it becomes uncomfortable. Yes I flew economy. But many airlines provide gracious service in economy. This airline offered none. The tray area was greasy & sticky, old tissues from other passengers inside the magazine holder. A measly small pasta with tiny salad & flavorless dessert. AVOD with no music just pre-recorded podcasts. Cost cutting has been taken too far and service is non-existent. Never again.

✅ Trip Verified | Ground staff in Amsterdam tried to offload me. They kept telling me that I won’t be on board of this aircraft. Just got on board after 30 min. intervention, discussion and nightmare waiting time as they eventually found out that my luggage was booked straight through to Sydney (with Cathay). Seriously? My customer complaint with their Customer Satisfaction department got rejected if not totally ignored: Original reply, translated: According to our records, there is no irregularity or other occurrence in relation to your booking. It seems likely that KLM had to check that you could travel. This can sometimes take some time. Due to the current situation in particular, additional audit measures are unfortunately necessary. This is not satisfying as the airline called me 2 days prior to the flight to make sure that I hold all necessary documents to avoid any issues during my travel. Also, these documents were checked even on the first leg, from Stuttgart to Amsterdam. The actions of their ground staff were highly unprofessional, just as their customer service desk. Never again with this Airline. Worst experience with an airline ever.

✅ Trip Verified | Arrogant and noisy staff. Extremely old and dirty plane. It was a 6am flight and staff were super noisy chatting loudly at the back of the plane for the whole trip. Staff are also very arrogant and rude when you approach them to ask something. A Finnish women not speaking good English was treated badly and then ignored because of that fact. The plane is extremely old, it must have more than 15 years old and inside it looks horrible because it was also dirty. For a 6am flight that should have been disinfected and during Covid times this is unbearable.

✅ Trip Verified | This is the first flight I took after the whole world locked down. I was slightly anxious due to risks of flight cancellations, covid infection, immigration issues thru transit, etc. When I boarded the plane, I was greeted by an energetic and friendly crew. I would have excused them if they were not in their best mood due to job stress their industry has been going thru. But I appreciated they made us feel welcomed. We flew with the Boeing 787 , so it was a nice and new plane. Service was courteous throughout, so kudos to the team. I also noticed their site has changed and became more appealing and modern looking.

✅ Trip Verified | I bought my daughter tickets to come see me here in Germany which I haven't seen her in 7yrs. She is six months pregnant. The German government changed their laws not allowing America's in do to the pandemic plus the airline already changed their flight once. So I asked for a refund so I can buy them a ticket later. These tickets cost over 2000.00 dollar and KLM only refunded me 22.00 dollar.

✅ Trip Verified | I had an excellent experience with KLM, the crew were just incredible from check in, lounge and on board! Considering how much service is being reduced on other airlines during this COVID time, I was pleasantly surprised to receive my welcome drink and full meal and drinks service. Staff wore masks and gloves for the entire journey, even when resting in galley. I am looking forward to my return leg. Thanks KLM!

Not Verified | This was the worst experience of my life. My wife and son who are Hungarian were denied tickets I paid for. It took a month before my wife was finally able to join me, my son stayed in Hungary because of the treatment he received by this airline. My bag was lost by the airline and they refuse to pay my claim, I am also out money they refuse to reimburse for my son's ticket. I have spent over 35 hours on the phone with this airline.

✅ Trip Verified | Due to a change in schedule in my MIA-ATL-AMS flights last June, I was informed by Delta that I would have a long layover in Atlanta if I went on my original booking, leaving me in Atlanta for over 8 hours while waiting on the interconnecting flight to Amsterdam. As i knew the lounges were probably closed and I didn't want to subject myself to a COVID-19 potential in a large airport for an entire day, I was obviously not at all pleased with this change. As I had bought the ticket from Air France, I called them directly and after explaining my distinct unhappiness with this change, which was a fault of the scheduling change, and not from my side, was offered another option of going with KLM instead of Delta and this would reduce my layover in Atlanta to 4 hours, so I decided to change to this option, especially since the business class flight being offered ha the same seating configuration as my original booking, which was in a configuration of 1x2x1. I specifically asked for confirmation of this and it was confirmed by the AF agent and they put me in the same seat number of 4A and I had double checked again when checking in was still accurate. When I boarded the plane in Atlanta, I was shocked and dismayed to see that the configuration of the plane was 2 - 3 - 2 instead and there was never any notification about this. They had still kept my boarding card at 4A but now there was a 4B next to me and what's worse, the entire business class section was packed with passengers, offering no social distancing whatsoever, and the person next to me had brought in a greasy back of food from one of the fast food restaurants and I had that smell with me the entire journey from Atlanta to Amsterdam, and in my clothes the remainder of the following day. Also there was no real food service, only a terrible pasta dish (economy fare) and soggy sandwich dropped on my seat later on, only served water and flight attendants literally disappeared. Upon returning home, as a Platinum member of Flying Blue, I complained a number of occasions to KLM and, each time they finally decided to respond after weeks of waiting, they persisted to blame COVID-19 for everything! They gave no excuse why COVID-19 caused an aircraft change and them not dutifully informing me, why it was so full with no social distancing possible, why no drink service apart from water was offered, and why flight attendants disappeared. I got nowhere with them and gave up finally vowing never to darken the door again with them. I had traveled to the US with Delta Airlines from Amsterdam, and they were 100X better, and they have implemented a block middle seat policy in all classes of travel to assure social distancing. No such thing in KLM it seems even though they blame the COVID-19 situation on all their faults. I told them categorically that I will always go with Delta from now on and they couldn't care less in all my correspondences!

✅ Trip Verified | The flight itself was fine. However, if the check in desk staff had had her way, I might never have got on the flight. I realize that during this current climate of additional rules and regulations, staff may not be able to keep up with all the constant changes and will need to verify whether or not they do actually have a good understanding of Covid protocols and procedures for different countries but this needs to happen before inflicting their incorrect knowledge on the customer. I arrived to check in my bags for a long 2 stop trip to Colombia and the staff member promptly informed me that tourists weren’t being allowed in and that I would not be able to travel. Having not had any sleep and checking in at 4 in the morning, I was not quite ready for this and was wondering how I had got my information so wrong. I queried it and she called someone who evidently told her she was right. I told her that this was not true and that tourist flights had begun at the beginning of October. She said I was wrong and showed me an ambiguous statement on the KLM site and then said she didn’t have time to deal with disagreements and had other people to check in. I asked for a number so that I could call KLM about it so she gave me an emergency number and shooed me away. I then realized the emergency call number only took calls after 8am. My flight was at 6am. I decided to look up government websites to show her that tourists were being admitted. I found the proof and went back to the desk. After some more telephone calls she then came off the phone to tell me that in actual fact I was right and that I could fly. I was just shocked at how easily she could say no and then say yes without even a lame apology. Very poor customer service. I did not speak to her as I did not want to hold up the queue or stress out even more about it but staff should be trained well enough to not treat customers in such an off hand manner, especially when I could have lost my flight over it.