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 1588 reviews
5/10
4 star Skytrax Rating
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1/10

"denying any compensation"

(Australia)

Trip Verified | On my way back from Indonesia to Europe in June 2019, our main flight to Amsterdam was slightly delayed. If I was on time for checking in (Amsterdam-Cork), my checked luggages were not. Rather than letting me onboard to then deliver my luggags the next day by delivery, KLM found more appropriate and cheaper for the airline to make me wait another 12 hours in the airport (after an already strenuous travel from SE Asia.) When attempting to board the final plane as I was queuing with other passengers, I was denied boarding by KLM agents at the Gate while other passengers were allowed boarding (Flight operated by Air Lingus). I was told to go to another gate (T for transfer). Once at the T gate, I was told to wait 12 hours in the airport for the next flight. I was fuming and asked for compensation as I could have boarded this damn plane! KLM staff in the airport told me to contact customer service online to ask for compensation. According Regulation (EC) No 261/2004, I should have been informed by KLM about my rights regarding this flight delay, my meal and drink should have been covered, and I was entitled to get compensation. They claimed that I was late for my flight and missed it thus denying any compensation request.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBali to Cork via Amsterdam
Date FlownJune 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"horrible customer service"

(France)

Trip Verified | KLM cancelled our flight three times. It was rescheduled in order to find a solution because of the current crisis. Absolutely horrible customer service that makes you feel like absolute garbage. This company doesn't respect EU laws as they refuse to refund cancelled flights. Customers must hold this company accountable and never fly with them again in the future.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteKuala Lumpur to Strasbourg via Amsterdam
Date FlownApril 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"refused to refund me"

(United Kingdom)

Trip Verified | I have been appalled by the treatment from KLM. They cancelled my biz class flight from Manchester to Bangkok and refused to refund me, giving me a voucher for £130 less than what I paid . I don’t want a voucher which I might never use but the fact that they refuse to honour the full amount I paid is deplorable.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteManchester to Bangkok via Amsterdam
Date FlownSeptember 2019
Value For Money 12345
no
10/10

"I really enjoyed my flight"

(Norway)

Trip Verified | Nairobi to Amsterdam. I flew with KLM on from the 20th to the 21st of April during the pandamic through a charter flight. As a teenager travelling alone for the first time, half way across the globe, it was important for me to feel safe which the KLM succeeded in. The food was definitely one of the best airplane foods I've had. In addition to this the entertainment available on each flight; they have music of all genres available, featured movies from all over the world, video games, and podcasts! I really enjoyed my flight everything surpassed my expectation, which is why I felt the need to take some time write this review.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNairobi to Amsterdam
Date FlownApril 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"won't recommend flying with them"

(Sweden)

Trip Verified | Rome to Stockholm via Amsterdam. I experienced the worst customer service ever. I received multiple emails every day either changing flights or cancelling the trip. It was so confusing that I had to call the customer support for confirmation. After my flights were confirmed to be cancelled, KLM kept urging me to opt for a voucher. They kept repeating that a voucher (1 year, non-refundable) was a fair option for customers and the companies. Even though I had a pleasant experience with KLM-AirFrance during my previous business trip, I won't recommend flying with them.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteRome to Stockholm via Amsterdam
Date FlownApril 2020
Value For Money 12345
no
9/10

"one big thank you to KLM!"

(Bulgaria)

Trip Verified | Cancun to Sofia via Mexico City / Amsterdam. I want to say one big thank you to KLM! I was trying to go back from Mexico to Europe for about two weeks, after my initial flight with another airline got canceled without even been told. KLM were extremely helpful, my flights were keep getting canceled due to the situation at the moment. But they were very nice and doing their best to put me on a flight back home as soon as possible. Yes, it was very difficult to reach them atm, but at the end I succeed. The journey itself was long and exhausting, but they took measures on their flights and cabin crew was very attentive and nice. They were also keeping me Uup to date with emails of whats going on with my flights, which at the moment was so so important. Aircraft were nice, clean and comfortable. I will definitely fly with you guys, again!
AircraftBoeing 787-9 Dreamliner
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCancun to Sofia via Mexico City / Amsterdam
Date FlownApril 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
9/10

"lucky to have very friendly crews"

(Germany)

Trip Verified | Rio de Janeiro to Berlin via Amsterdam. Thanks to KLM our daughter could come back home safe from the other end of the world, although it took several days and rebooking. KLM was the first airline to offer rebooking as good as it was possible with the many customers around the world. Our family has been flying KLM quite often and has always been lucky to have very friendly crews!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteRio de Janeiro to Berlin via Amsterdam
Date FlownApril 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"voucher would take multiple weeks"

(Germany)

Trip Verified | Los Angeles to Frankfurt via Amsterdam for 8th April. My flight from LA to Amsterdam was announced to be delayed for 2 hours due to the coronavirus, so I would not have reached my connecting flight to Frankfurt (the only one during the day). So I canceled my flight online and was told I would get a voucher. Finally, I got a message that issuing the voucher would take multiple weeks! I want to get out of here in about 2 weeks, not after "multiple" weeks. After complaining, I was told to be patient and report back if I haven't heard from them within 4 weeks! Now I'm stuck in LA.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteLos Angeles to Frankfurt via Amsterdam
Date FlownApril 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the worst customer service I have ever received"

(Spain)

Trip Verified | The airline canceled the flight, and it was nearly impossible to speak with a customer service agent capable of switching me to a different flight. I was not able to switch my flight on the website because of the type of luggage I was bringing, so I was forced to deal with their extremely rude and unknowledgeable customer service agents. I ended up being on the phone with them for hours. I was transfered around and spoke with several different agents, all of which gave me different answers about flight availabilty and refunds available. When one of their very unintelligent agents finally switched my flight to a new date, he also changed the baggage policy and wouldn't tell me why. When I asked if I could add another piece of luggage, he said "Thanks for calling", then just hung up. I am a very active flyer and have flown with many different airlines, but this was the worst customer service I have ever received, and will avoid flying with KLM in the future. I will happily spend double the money to fly with a half-decent airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKyiv to Madrid via Amsterdam
Date FlownApril 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

"cabin crew was very friendly"

(Indonesia)

Trip Verified | Jakarta to Kuala Lumpur. The cabin crew was very friendly, which is a good thing for me who is a nervous flyer. The seat is comfortable for a tall person, and spacious. The food was okay for me.
AircraftBoeing 777-300
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteJakarta to Kuala Lumpur
Date FlownDecember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes