KLM Royal Dutch Airlines

✅ Trip Verified | My partner and I were travelling from Rome to Edinburgh via Amsterdam on 7/5/2019. Unfortunately, the flight from Rome was delayed due to factors outside of KLM's control, and we missed our connection. The KLM team were very professional and helpful. They apologised to us in person on the flight and advised us that we would be put up in a hotel overnight and rebooked onto a flight the next morning (there were no flights to Schiphol that night after our missed connection). The staff on the flight gave us instructions on how to use the appropriate self service terminals within Schiphol to obtain our vouchers for accommodation, transport and food overnight. Through the terminal at Schiphol, we were easily able to check in for our flight the next morning (already rebooked for us), select our seats, and print vouchers for a hotel stay, airport food and a shuttle bus to and from the hotel. The vouchers for food worked at the terminal and transport to the Ibis hotel was efficient and straightforward. On arrival at the hotel, there was a special check in desk for delayed KLM customers and we were served promptly and professionally, with a timetable provided for the shuttle bus the next day. Our room was pleasant and transport to the airport the next day was once again straightforward. The hotel stay even included dinner and breakfast, though we did not partake. This was my first time flying with KLM, and I am pleased to say that I was well cared for, especially when we were delayed. The cabin crew were lovely and did their best in a difficult situation. The logistics of the rebooking and overnight stay were impressively handled. I would not hesitate to fly with KLM again.

✅ Trip Verified | I am a fairly regular and satisfied user of KLM in Business Class, albeit normally long haul. On this occasion it was a relatively short flight from Amsterdam to Malaga with my family. Check in was speedy but no notification was given that there was an aircraft type and configuration change (already known at check-in by the way). Consequently it came as a surprise when we boarded to find that some of us had been re-assigned. One could argue that we should have checked our seat assignments at check in. My excuse is that I have never experienced an unannounced seat re-allocation in all the 20 years or so I have travelled with KLM. Advance warning of the fact would have been welcomed. Lounge was adequate. Boarding procedure reasonably adequate. Comfort factor in Business Class was no more than one can expect on European flights these days! Cabin crew friendly but lacked concentration. In a cabin of 11 passengers the Purser somehow managed to forget to serve both my wife's and my meal. These things can happen, although one can question why in such a small cabin. If we were not regulars on KLM it could have left a very poor impression of the airline to a newcomer. All in all I think it is fair to conclude that on this occasion it was a below par performance for the fare paid.

✅ Trip Verified | Bristol to Prague via Amsterdam. My flight was delayed from Bristol, so missed our connecting flight, spent 8 hours in Schiphol, then flew to Prague alone and spent the night and next day on my own while the rest of my party stayed together, got a nice hotel and €250 compensation. Apparently I wasn’t eligible for compensation. Rude staff. Worst airline I’ve ever flown on. Will never fly KLM again.

✅ Trip Verified | Bangkok to Amsterdam. Some delay, chaotic incheck and rude staff. Lack of meals onboard especially when you sit in the back of the airplane. No extra services (like in the past). Only sorry or arrogant behaviour. Seats that malfunctioned during the flight. Staff didn't stop her but encouraged her. Gave her a VIP treatment and me the cold shoulder. Also the only language they were willing to speak was English. So far customer service of KLM kept silent although they stated that within 10 working days there's answer.

✅ Trip Verified | I flew to Venice to enjoy a week of paragliding with some friends. When I booked the ticket, I had to pay extra for checked baggage (standard for most airlines) but KLM decided not to load the baggage onto the aircraft. This looks like a new little trick to make extra cash. Overbooking the bagage and then send it via the next flight. While we were waiting to board the aircraft, I actually saw my luggage being handled by bagage handlers, it was at the aircraft. KLM did not load my baggage, it was not by error or mistake, but by decision. Obviously I was very surprised that my baggage were "delayed". It took me 2 hours at the the lost baggage counter to complete the lost baggage claim form. I was traveling with two other persons, so they also had to wait. I'm not going to go into detail, but you can imagine the repercussion of this. The next day was Easter Sunday, not a single shop was open. I went to Italy to paraglide, but that's not an option if you don't have your paraglider. So in an instant my holiday was ruined. A financial loss that does not get covered by the airline or insurance. The complete lack of empathy of the customer service is amazing. Unwilling to do anything other than telling me I have to wait. Lying to me that the bagage will be delivered within 24 hours while they were fully aware it was a public holiday and nothing will be done. I offered to fetch the baggage myself at the airport, but that was too much trouble for the customer service employee to get that organised. So she just lied to me and said that it was not possible and the baggage is probably already on its way. It arrived 2 days later. I decided to file a complaint, hopeful that I could get a reason why my bagage was not loaded onto the aircraft. This is the most disgusting service I ever experienced. Basically they copy paste text from your complaint and add "We are sorry for" or even better "I am concerned to read about" in front of it. I had to ask the person to reread my complaint as their response made no sense. They offered me a 100 euro voucher which I turned down, what an insult. I don't measure how well a business runs, I measure them how they resolve a problem. The only response so far were "We are sorry for your inconvenience"

✅ Trip Verified | The staff were very friendly on the planes. The KLM app was a lifesaver and had all the information we needed so would definitely recommend people downloading this app when flying. On our way there the plane took off 40 minutes from the time it was suppose to and on the way back it took off 45 minutes from when it was suppose to, there wasn’t too much difference in the time we landed as it was only about 10-20 minutes difference but this was slightly inconvenient due to our transfers and pick ups waiting. On the flight home the airline overbooked and were trying to get people to get on another flight, they also started saying they wanted to check in carry on luggage and one man working for KLM lied and said that we were all only suppose to have one carry on and not another small bag- just an item like a purse or an umbrella, not a backpack, I looked this up immediately after and could see clearly on the website that it stated we were allowed a carry on luggage bag to go in the top and another small bag (40cm etc) that can fit under the seat in front of you which means he definitely only said it because they over booked and wanted peoples hand luggage checked in which was a bit sly. Overall all though it got us to where we needed to be safely, the staff were very nice, the snacks on the plane were tasty and it was good. I would fly with them again!

✅ Trip Verified | Smooth ground service, attentive, smiling and capable cabin crew. You do not encounter complimentary wine in many short haul flights, their Sauvignon/Chardonnay accompanied this flight very well. Wraps were served. No complaints at all. A very pleasant flight.

✅ Trip Verified | London to Rio de Janeiro via Amsterdam. I am so appalled by the customer service of this company. I travelled with them twice in 2 years and both times they delayed my luggage. After an 11 hour flight I was told that I would be missing my luggage for 2 days (and both were 6 day trips). What was more annoying was that on my 14 hour journey to Rio I was not allowed any check in pieces so I packed everything for hand carry. I was then told I had to check it in. I got an email when I landed to say only my husbands luggage was delayed, which meant I wasted time at the carousel waiting for mine. When I checked with the counter mine was also delayed. They promised to deliver in the next day but it actually came almost 48 hours later. I expected a decent compensation since this happened the second time but they didn’t even offer a discount voucher or money to make up for it. They have ruined my holiday twice now and I will never be flying with them again. I tried calling them and speaking to them several times but it was a nightmare.

✅ Trip Verified | Southampton to Amsterdam. This company should not be operating. They issued the wrong ticket, misleading me in my luggage allowance and then never followed it up to say it was wrong, followed by a suspension of service, moving our flight to a different company who’s luggage policy is completely different to theirs meaning a smaller amount of kilograms without ever informing me. When I dealt with their customer service, they refused to put a manager on the phone and were absolutely appalling saying my options are to get a full refund ( meaning I would lose all my hotel booking money for the holiday) or just buy extra luggage allowance from the new company without any contribution towards it. I will never again fly with KLM and will never recommend to anyone. They caused a lot of upset days before a lovely holiday!

✅ Trip Verified | Amsterdam to Berlin. As a foreigner who lives in Amsterdam, KLM eventually became one of my favorite airlines. But their 737-700's are pretty worn and outdated that all beg for renovation or retirement. Upgrading to Economy Comfort usually helps, in terms of better seat pitch, however for short-haul flights like AMS-TXL this is not a deal breaker anyway. I was a bit disappointed by their single-bite sandwich this time, but a full board drinks selection was alright, smiling faces of cabin crew and smooth ground service. You can not break many points when you see such a great crew each time.