KLM Royal Dutch Airlines

✅ Trip Verified | Edinburgh to Amsterdam via Helsinki. Great customer service on board, food is good enough. Had some trouble catching my connecting flight on my way to Edinburgh (which was mostly on me to be honest, but plane arriving a bit late was a part of it), but absolutely no trouble on my way back home. Every flight attendant was very nice and considerate, and kept on a smile for the customers, even when busy.

✅ Trip Verified | I got from Oslo to Amsterdam without incident. The catering was OK. However, the flight which was operated by Stobart was half an hour late departing. The crew spoke english with a strong Irish accent which was difficult to understand. The KLM booking site needs improving and the “ welcome home” email did not work.

✅ Trip Verified | Beijing to Newcastle via Amsterdam. The actual flight was ok. Nothing special. But the worst part of this whole ordeal was the way they handled things behind the scenes. On my way to Newcastle they lost my bag. Ok no problem. Mistakes can happen. I get my claim reference number and then get a text the next day that my bag will be arriving. I go check for the bag they said they left at reception and it is the wrong bag. In my description of the bag I said that it is a hard shell gray suitcase. The bag that showed up was a soft black bag. I call KLM letting them know that the wrong bag showed up and they tell me that I have to bring the bag back to the airport. I tell them no because it was their mistake and why should I go out of my way on my 13 day vacation to fix their mistake. They apologized and said they would send someone over to pick it up. In my 13 days in Newcastle I probably called them over 27 times. Each time being told that they are still looking for the bag. I come back home after my trip to Korea and keep calling. Finally one component employee let's me know that they have actually put the search for my bag on hold because I hadn't returned the wrong bag. Mind you, this is over 2 months now and no one has ever mentioned this to me in my previous calls after the first call I gave them when they delivered the wrong bag. I told them that I have told a KLM representative to pick up the bag and they said that they would. They apologized and sent someone over and then a few days later my bag arrived. I have never been so stressed about travelling until this. I wasn't unhappy about them losing my bag, but was extremely frustrated with the KLM handled the whole situation. Each time I called, it seemed that the employee was more confused about my situation. My phone calls consisted of me asking them to open my case for the search which they said they would request their supervisor, but my case was only opened 2 months later. Each employee guaranteed the case would be opened, but it was all a lie. Communication is not a quality the company has within their team. My friend has also flown with them recently to visit me in which both of her flights got cancelled. No notification was given about these cancellations until the actual day of the flight and they also lost her bag on her way back home. I couldn't believe it when I heard that this happened. I will never fly with them again.

✅ Trip Verified | Excellent customer service desk of KLM! We needed to reschedule some tickets, due to the problems with Jet Airways. When you call their customer service center, they picked up the phone in 1 minute - - they know already based on my phone who I am - for whom I booked - the problem and - within 2 minutes they solved the problem and before I hang up I had new tickets in my mailbox. Needed them three times in the last week. Three times really excellent service. Costs a bit more, but worthwhile.

✅ Trip Verified | Amsterdam to Montreal. I had a bad experience during my last trip. I was supposed to initially board on an AtlasGlobal plane from Istanbul to Amsterdam, and then after 2 hours of layover get on the KLM plane towards Montreal. Original plane takeoff time in Istanbul was scheduled at 10:40 AM , but the boarding did not start till 10:50 AM without even updating the billboard notifications. After everyone got boarded on the plane it took a long time for it to be allowed to take off (about 2 hours delay). Therefore, when we got to Amsterdam Schiphol airport we had only 20 minutes to pass security and run for the KLM flight. So had to run from 1 end of airport to the other (including running down the stairs). The plane was already boarded and we barely made it. After the plane landed on Montreal and got internet, we saw a notification on KLM mobile app that the baggage did not make it in time to the airplane. After going through a lot of forms and extra wait and stress we were able to file a delivery request for our baggage as we live in Ottawa which is 2 hours driving distance from Montreal The next day, after a long unhappy flight experience, we got another notification mentioning that our baggage is still on its way, and we should go to KL baggage service desk at "the airport". I wish this was a bad joke but it is not. Is it really ok to send such confusing and uncanny notifications? I don't think so! Will not fly with KLM anymore and suggest you do not either.

✅ Trip Verified | Singapore to Denpasar. I am a platinum member on Finnair and I have never encountered such awful service on an airline. I flew KLM a few times in the past (even this same route), and it was actually pretty good. I know this flight was different when the stewardess told me ‘We don’t do that in this route’. What they don’t do for this 2.5 hour flight, no blankets, no menu for Business class, no chocolate desert for business class, limited choices for food on business class (we were given one choice). It took them 20 mins to get me a cup of tea, and no choices of the tea bag. I could hear the flight attendants laughing and chatting in the galley. If KLM don’t intend to serve business class on this route don’t sell it as business class! Seats were OK, comfortable but lacking storage space and privacy. Entertainment system was very good and selection was amazing.

✅ Trip Verified | San Jose to Amsterdam. Quality of the catering in the business class could not be worse. The dinner was served about 45 minutes after take-off, the whole dinner at the same time. There was nothing to choose. The food served was not suitable for me. Soup was not warm. The dessert was about the cheapest stuff, a very small vanilla pudding. Next time another airline.

Not Verified | Birmingham to Sao Paulo via Amsterdam. I've been flying with KLM for about 10 years and have seen the steady decline in the quality of service. Last trip booked reminded me to leave KLM as a last resort from now on. Booked flights for me and my wife to Brazil. We chose the option with no checked luggage as we're only going for a week. Then I added one piece on top of tickets, for £60. All seemed fine, until they tell you after payment that the £60 was only for the return flight! Fair enough, so I ask to add one on the way out, and surprisingly I can't because it's a FlyBE / AirFrance flight. What kind of airline sells tickets for it's partner airlines but not luggage allowance? Thanks to that 'clever' service, we're bound to whatever they'll charge us at the airport. Next time, Lufthansa it is.

✅ Trip Verified | I used KLM from Düsseldorf to Osaka via Amsterdam and on the return flight as well, it was my first time using this airline and i can only recommend it! The planes were punctual, the cabin crew very friendly, the food was ok (for plane food) and i had enough leg space. They have less shows to watch compared to Lufthansa (they have complete seasons instead of random episodes like KLM) but that didn't bother me that much. Overall really nice and i would definitely use it again.

✅ Trip Verified | Dublin to Milan. I was extremely disappointed with my trip. The ground people were very nice, but the other staff or management I needed help from were extremely non-flexible, did not listen, and had no customer service whatsoever. This ruined my experience so much that I have to give a 1-star rating. I have never experienced something like this in my life. I will never fly with KLM Royal Dutch Airlines again. I was shocked by such a lack of customer service.