KLM Royal Dutch Airlines

✅ Trip Verified | London to Dresden via Amsterdam. Bad horrible experience with rude unprofessional staff. I flew yesterday with my 2 little children. First the plane was delayed over an hour and 15 mins from London, the next plane from Amsterdam to Dresden I had 20 mins to run with my little ones in such a big airport. No one helped and the staff very rude and we didn't get any assistance. Really upset about it. We arrived to out final destination, the bags didn't arrive. Waiting then I asked been told they will be delivered the next day evening. 3 bags lost calling every 10 mins, the airline seems to talk to the wall, they don't know any thing. Still waiting until now didn't get my bags.

✅ Trip Verified | Amsterdam to Bergen. KLM lost our bags at Amsterdam and have failed to return them us. The bags got into the airport (20 minutes from our hotel) last night and 24 hours later still have not arrived at our hotel. We have been calling KLM every 10 minutes since 8am this morning and every time we get a new person and they tell us there’s nothing they can do. We leave on a 12-day cruise in an hour with only the clothes on our backs. Every time we call KLM they just tell us to go out and buy more clothes. No sympathy or apologies. And it’s not that simple. We have suitcases full of expensive snow gear for our winter getaway. We can’t replace it easily. And by now the shops are shut where we are and we can’t even get more underwear. Every person at KLM has been rude, unprofessional and unhelpful. I would never fly with this company again. Outrageous service. On top of that Ethihad/KLM lost our gluten free order for food and we went for 27 hours without food on our flights from Melbourne. I don’t know who is running these airlines but they have not got it together.

✅ Trip Verified | As a frequent flyer I do a lot of hops on different airlines both within Europe and intercontinentally, and can say that the best option in Europe is now KLM due to their extensive network, frequencies and good hub in Schiphol. My last trip was uneventful. I was able to purchase comfort seats online, I was able to do mobile check in via app, mobile boarding passes worked, and I had no delay at any point at all airports of my travel. Check in desks in Kiev and Dusseldorf are well staffed and provide a very smooth and competent treatment. Onboard it was all right. Clean cabins, clean toilets, cheerful staff and smart snack concept including bar service. Somehow there was no battle over overhead luggage space despite full flights. Flights out were bang on time. Flights back both delayed by 50 min due to snow, but with excellent communication from the gate staff and then from the crew. Announcements onboard about connection gates and delays are much appreciated. Overall I had around 40 flights with AirFrance/KLM within last 12 months, and can say that at any case including flight cancellations I got very responsible and reasonable treatment. Highly recommended. P.S. I paid just 150 USD for roundtrip, so great value. P.P.S. Due to constant rush in Amsterdam only bus gates both ways for both Schengen and non-Schengen flights. Not convenient in bad weather.

✅ Trip Verified | Amsterdam to Nairobi. Took my carry on bag promising a dozen times that the bag would be waiting for me at the door of the airplane when I arrived in Nairobi. I told them several times that my bag would be stolen or lost and please do not take it, that I was allowed my carry on. But they refused to let me on without it. Got to Nairobi, the man outside the door of the plane yelled at me when I asked very politely for my bag. I explained I was told it would be at the door. I was yelled at again and told to pick it up with the rest of my bags. Three hours of waiting for that bag and of course no bag. We had to delay our trip to go to back to the airport the next day to search for it again. When it was retrieved of course things were missing from my bag. Never will fly this airline again.

✅ Trip Verified | Tokyo to Berlin via Amsterdam, and had an excellent experience. Though the first flight had a delay and we hardly arrived on time at the connecting flight to Amsterdam, the ground staff reopened the gate and let us in. At Amsterdam Schiphol airport there was bad weather so there were a lot of passengers coming late. Unfortunately our baggage did not make it in time which I totally understand considering the circumstance of a connecting time below 20 min. When we arrived in Tokyo Narita the ground staff already prepared a baggage loss claim form with our names on it and informed us that the baggage will probably arrive the next day but latest the day after the next day. So we went shopping to get some necessary clothes for the next day, assuming that the baggage will arrive soon. I got e-mails, facebook, whatsapp and sms notifications that the baggage is already on the flight to Tokyo-Narita. The next I called the ground staff to ask for any news and they could not say anything specific, but called back a few hours later to inform us, that our baggage will arrive in the evening between 5 and 10 pm at the place in Tokyo, where we stayed. About half past 6 the baggage arrived. Excellent. Then I filled in the compensation form for the clothes I had to buy, and got a response within 2 days that the total cost of about 110 EUR will be refunded within 2-3 weeks. With Etihad I am still waiting after more than 1 month for any response for the reimbursement after I had a flight cancellation with a nightmare experience. With KLM I felt that all the people are very concerned about any detail that is relevant for the passenger experience. Problems always arise at some point but how an airline company deals with it, makes a difference. From a passenger perspective, I really don't know, what they could have done better. The ticket price was also very competitive, especially considering that I booked 2 days in advance. It was the second inexpensive option and the connection with the shortest travel time. So value for money was really excellent! So if KLM offers a competitive price I would always this airline to an alternative. The service quality was remarkable and I always felt well taken care of.

✅ Trip Verified | I'm studying abroad in Holland and won a scholarship from school which paid for my round trip from LAX to AMS and back. I left in early August and now sitting at the airport waiting to go back to LAX (now December 18). Come to my surprise that KLM has cancelled my flight because they listed me as a no-show on my flight from LAX to AMS. My question is: the how do you think I got here? Anyhow, I arrived 3 hours early and I still did not make my plan flight and now KLM has to buy me another ticket out. The worst part is the service. I'm not one to complain and make a scene. I know mistakes happen but a smile goes a long way especially for a customer who's patient. But anyways KLM did purchase me a new flight and that's it. I got nothing else from it. So basically never again with KLM or Delta because apparently they can't keep track of the passengers or give decent service.

✅ Trip Verified | Amsterdam to JFK New York. Very bad experience - in snowy conditions, but not honest updates. The aircraft had 5 hours (or longer) delay. They did manage to fly us from Amsterdam to New York - no extra treats to say thank you. At the landing - 10 minutes before touch down), the crew made an announcement that they had not taken our luggage and that we would get info at the gate. The info was a little card with a phone number to call -delta (my airline / code share). The person at the phone told me that she could not help me and that I needed to file claim with klm. I filed claim online - very long process at the end of which I got the standard legal disclaimer (that the airline took no responsibility what so ever). I spent another hour trying to talk to a person, was directed to delta baggage who were polite and helpful - gave me reference number and phone number.

✅ Trip Verified | Flew Copenhagen to Amsterdam. Good if nothing bad happens. Overall KLM offers a good service and has a great flight network. However, as soon as something goes wrong, don't count on this airline. I have now experienced it for the second time that a flight has been cancelled due to bad weather conditions and KLM just did not manage to provide any support. There is a busy hotline and the fact that you may miss your original connection once bad weather hits is totally understandable. The way how KLM reacts to this, however, is incredibly bad. In both cases, the airline sent an e-mail telling us that they would contact us within the next three hours, but in fact, they never (not even after two days) write or call back. You cannot reach the hotline (you get disconnected after one hour of waiting) or their Whatsapp support. When I tried to re-book online (which they offer for free under these conditions and advice you to do in their cancellation e-mail), the online-system aborts the re-booking process and displays a random error message. What worked for me last time is to book a flight with another airline and ask for a ticket refund at KLM. In sum, the airline just dumped me and didn't manage to provide any support. I would therefore not recommend this airline if you fly via Schiphol (frequently strong winds and flight cancellations) or you need support after something goes wrong.

✅ Trip Verified | Helsinki to Barcelona via Amsterdam. First the flight was delayed 1:30h and when we arrived to Barcelona they send sms that they are sorry but the baby stroller will be delayed, and it came to us the next day, so the ruined our first day of our vacation. In the return flight at the airport they said the airplane is full so the forced us to put our handbags which contains all of our important things in luggage, and they did it again and send a (sorry sms) that the bag (which contains the car and home keys) will be delayed.. We live in another town, we had to stay in our friend's house until 6pm the next day, and more they dont have 24/7 customer service so anyone would help in such cases. Very bad experience.

✅ Trip Verified | Amsterdam to Bangkok. The New Business Class service project is tested on this route. Dine anytime you want, personal service, no use of trolleys. The service was impeccable, food was perfect and the crew warm and welcoming. A great uneventful flight with excellent catering.