KLM Royal Dutch Airlines

✅ Trip Verified | Singapore to Munich via Amsterdam. I am really disappointed about yesterdays behaviour of KLM. I was supposed to fly out from Singapore at 1:30 on December 1st. On November 30st around 7pm, so just a few hours before the flight I checked my e-mail (I was lucky because I checked them already a few hours before and didn’t see any KLM e-mail) and saw a mail by KLM saying that my flight has been cancelled and that I have been booked on a flight at 1.35pm on December 1st! So what? Is this even legal? My husband (booked on the same flight) called KLM and because we had to be home within noon on December 1st, they booked us on a Emirates flight via Dubai on 9pm on November 30st. We almost didn’t make it to the check in, couldn’t get seats next to each other anymore. So how is this working: they just send a mail, hoping people are just accepting the change? How about plans, unbooked hotels etc - if I hadn’t checked my mails, where we supposed to sleep on the airport? How about plans when getting home? This is completely unprofessional and unacceptable!

✅ Trip Verified | Warsaw to Accra via Amsterdam. The plane from Warsaw was late so I had to hurry up to catch my flight to Ghana in Amsterdam. Very short time for transfer. During boarding to Accra I told the staff that its very important to fly with my luggage and asked them to reassure its packed to the plane. They replied me they would do it for me. I boarded the plane with trusting them. They delayed my luggage (4 bags 23 kg each). I did not know when I would get it back so had to book the hotel in Accra instead of going by the car directly to Kumasi after landing. I went to Ghana during my time off from work. Delaying my luggage ruined my trip! The third day I had to buy some aids to be able to start my work with kids. Meantime I had to struggle with organizing picking my luggage up from the airport as I was in Kumasi when it finally arrived. They did not organized delivery to Kumasi. I involve few people to help me with my challenge. They called the airport every few hours, they were looking for somebody we can trust to pick my luggage up. I paid for the man who came at the airport to do that instead of me, he passed the bags to the bus to Kumasi, I also paid for the taxi to the place I stayed near Kumasi. Etc. I had to buy items like clothes, shoes, cosmetics, drops, etc. I had to buy to use as I landed just in pair of jeans, trainers and jacket. I did not know when my luggage would be with me. I wrote a letter of complaint to KLM. Attached about 10 invoices for the items I had to buy. KLM replied me after one week. They decide to pay me only 100 EUR compensation. For delaying 4 bags! I had to organize by myself picking the bags up and delivery to different city and paid a lot for that. I did not agree with their decision. But they are not going to change their mind. Its very sad and unfair how they treated me in a very challenging situation. No empathy. No sense of responsibility. I learnt the lesson. Never again with KLM!

✅ Trip Verified | Birmingham to Tallin via Amsterdam. The first leg of the trip from Birmingham to Amsterdam, which was on KLM's own plane, was fine. However, the second leg of the journey, from Amsterdam to Tallinn, which was on AirBaltic and was dreadful. Staff were miserable. On the two hour flight, from Amsterdam to Tallinn, they did not even offer a glass of water free of charge. On the 55 minute flight, from Birmingham to Amsterdam, we were well looked after. The AirBaltic aircraft was old, noisy and cold too. Next time, I will find another route to Tallinn, just to avoid AirBaltic. No complaint about the service on KLM's own planes. The problem was with AirBaltic that KLM use for their passengers from Amsterdam to Tallinn.

✅ Verified Review | Bangkok to Hamburg via Amsterdam. Online check in very easy and convenience. KLM ground staff at BKK very nice and helpful/Baggage drop of very quick and efficient. Boeing 777-300ER took off punctually, cabin very clean but flight 100% full and 10 seats/row very cramp and uncomfortable. Flew KLM in 2013 and noted that 4 years later in 2017 KLM new Y seat of B777-300ER is narrower than the seats of 2013 and there was no footrest anymore which makes the long range travel less comfortable. But new excellent IFE with more choices of music and movies in several languages. Cabin crews were aged but very friendly, professional and enthusiasm throughout the flight. One hour after taken off hot towel was given before serving lunch. Quantity and quality of lunch in 2017 was average of Y class standard. After lunch duty free sales with great selections at attractive price (cheaper than Airport Bangkok). Unlike other airlines after lunch and duty free sale most of crews were still on duty and came often with soft drinks and ice cream during the rest time. Before landing at AMS we got 1 cold meal. After landing KLM crews still on “enthusiasm service” helping passengers took out the cabin baggage/ saying thank you and goodbye with smiles. Negative points compare with 2013 is narrow seat and food/beverage. In 2017 we got only 1 hot meal (lunch) and 1 cold meal (snack) for 12 hours flight compared with 2 hot meals (Lunch & Dinner) in 2013 but KLM’s enthusiasm cabin crews made these 2 negative points quit. Transit at Amsterdam is easy and convenience as always. On AMS-HAM short leg with better service than other European airlines. KLM served sandwich and full drinks including beer and wine on this short leg. All in all best value for money and KLM’s Y-class is beside Air France one of the best Y class of European airlines. I would recommend this 4 Star airline.

✅ Verified Review | Amsterdam to Boston return. I am very satisfied with their service. All the flights have been in time. Their customer service is very good, they reply almost immediately through their Facebook account if you have any questions. Specially for long distance trips I recommend spending a bit more and being sure that you will arrive at your destination without any surprises.

✅ Verified Review | Madrid to Amsterdam. Quick boarding at Madrid Airport. Very clean Boeing 737 aircraft. Nice comfortable seat for an economy class cabin. Professional cabin crew looked fresh and groomed. Flight on time. The Captain gave a Dutch, English and Spanish message.

✅ Verified Review | Amsterdam to Mumbai. My review is about outstanding customer support I received in Amsterdam airport from KLM. Having missed a flight and exhausted all opportunities with my unhelpful travel agent. My original KLM operated flight to Mumbai was changed in minutes by most helpful and cheerful transit desk ladies. There was a nominal transfer charge compared to a €1000 new flight charge from my travel agent. These ladies really saved my day. Thank you KLM and your wonderful team.

✅ Verified Review | Oslo to Madrid via Amsterdam. I would like to thank KLM for the great service offered. Fast and fluent boarding. Very clean Boeing 737 aircraft. Cabin Crew gave a warm welcome. We had a very early flight, the takeoff time was at 06:30 am, and all flight attendants had a very fresh and groomed look, smiling at all times and paying attention to safety. There were Power Plugs in every seat. The Captain gave a nice flight info. Very good Food options on both flights, with a broad beverages, offer. All flights were on time.

✅ Verified Review | Houston to Brussels via Amsterdam. If things go wrong, you face an upward battle against limited options (flights), limited resources (costumer services, customer assistance). I paid 1700 euro for a comfort seat and they left me stranded in Amsterdam. No duty of care to be sure that I reach my final destination from the KLM side. Out the door the EU legal requirements. The plane out of Houston has an issue, KLM needs to get it fixed. Paperworks and repairs take 4 hours. Most passengers already miss the connecting flights before departure. Staff at the gate scare people away which see the issues coming because of their prior experiences. Before we fly, they have to get some drunken passengers of the plane including the one sitting next to me. Not even a Sorry Sir. Service degree as in nineties, AC dripping, cold all night, no new water bottle - I will fill it up for you Sir (really in comfort). Inflight entertainment system bad, no subtitle, breaks down and restarts issues etc. We get to Amsterdam. The whole 747 with connecting issues floods the service desk. They get annoyed by the passengers frustration, this situation ends up being hostile at the desk. The staff is well aware that due to end of holiday week KLM basically has no options to offer passengers. Air France is full, KLM flights are full, Speed train are full (see later train desk told me). They give me a regular train ticket. While waiting the same women as at the gate reiterates her problem of meeting her connection to the river cruise in Basel. I suggest to call Lufthansa desk immediately as the only option to meet her deadline. The Service women all get hostile towards me. While the train ticket system breaksdown again, I notice the KLM assistance going in the Lufthansa option eventually. I get a train ticket no date no hour only a destination. The service assistant write down the departure time of the train by hand. Insists seat is numbered and I need to make it on time. I file a claim for my luggage and hope to meet my train. No train that fits departure time on screen. Queue to the train desk - no this is a train ticket but one for any train. No Sir Thalys is full to Brussels. No regular train service, only this weekend works on the line. I find the Service desk in Terminal 2, have the 24 H desk of the Travel agency speak to the KLM rep. Travel agency insist KLM book me on the 8PM flight in Business, KLM refuses on grounds that there is awaiting list of economy passengers. With no drivers license I'm with one option left : 4 hours + trip of 4 trains, replacement bus service and taxi to Brussels Airport. So instead of the 10+ hours KLM, I arrive 21+ hours at the Airport not thanks to KLM though.

✅ Verified Review | My customer journey with KLM left an incredible impact that marketing specialists can only dream of. It kept going on for over a month longer than my actual journey with KLM and created a number of lasting memories. The actual journey, however, never quite unfolded its full potential like a butterfly that's stuck in his cocoon. What a shame, I've heard many others say that KLM is a great airline. I can only verify this partially as out of the 4 flights I booked with KLM, I ended up only taking one. Here is why: One day before my departure from Berlin to Osaka, I received news that my connecting flight from Amsterdam to Osaka was cancelled. During the darkest hours of the night, some courageous customer service worker managed to put me on a Finnair flight which turned out to be a more than decent replacement. However, my chance to experience the Dutch Air Hospitality that KLM is renowned for was delayed. Talking about delayed, let me tell you the story of my flight home. The long haul from Osaka to Amsterdam was the only one out of the 4 KLM flights that I ended up taking. Once you manage to actually catch a KLM flight that's not cancelled, you receive warm and friendly service by the crew, decent-tasting food and a wide range of the latest cinematic enterainment options plus games and series. They even had some automatic kind of window blinds that turned the windows into a dark shade of blue (instead of the typical plastic blinds you get). This was very nice. I only wish I'd stayed up in the air for longer because as soon as we touched down in Amsterdam Schiphol, the chaos resumed. My flight to Berlin-Tegel was cancelled and I had to search for a replacement along with the numbers of other passengers who experienced a similar fate on that day. I arrived at Schiphol at 2 pm. The following hours included: me waiting in line - me being booked on a Lufthansa flight - being sent back from Lufthansa boarding because my name didn't get forwarded to Lufthansa - waiting in line again - being put on the waiting list for the KLM flight to Berlin later that evening - being sent back from boarding again because I didn't make it off the waiting list into the plane. Gotta mention that the customer service at Schiphol was very helpful the whole time, going through all possible options with me (I was disappointed that a rental car wasn't one, though!). You should have seen the look on the lady's face when I came back after the second failed connection around 9 pm. After 7 hours of from-A-to-B at Schiphol I resigned and agreed to a train connection the next morning and a hotel stay. These worked out. Unfortunately, my backpack got stuck in the loop at Schiphol and couldn't be given to me while I was there. It had to be claimed as "missing" and mailed to my address afterwards. Turns out the claim became real. My backpack really went missing and I had to wait 3 more weeks for it until receiving basically my whole wardrobe and souvenirs. Now that I am writing this, the compensation for products I had to buy as replacements for my delayed baggage has finally been paid (without problems) and I feel like my soul is finally at peace with this adventurous episode of being a KLM customer. When time has done its job mending the wounds, I will not hesitate to give KLM a second try. Looking forward to this future experience, a part of me hopes for another story to tell. Most of me however just hopes for a journey without the complications of this one.