KLM Royal Dutch Airlines

Not Verified |  The economy seats are extremely close together & the Wi-Fi did not work. My connecting flight was also cancelled without reasoning. I flew 8hrs from Chicago to Amsterdam to have my connecting flight cancelled an hour after arriving. My 7hr layover was supposed to be used for business, however, it turned into a panic experience trying to find an alternate route to my destination (Lagos, Nigeria). After going through two flight options with customer service, my 6hr connect turned into another 13hrs of flying from Amsterdam to Qatar to Lagos. Because I was in another country I wasn't to able to contact KLM via telephone, so all forms of communication had to be done via email (which was also bad due to the lack of internet connection). I ended up paying my phone carrier to make the calls to KLM. After 3 phone calls (calls kept getting disconnected), I still was not able to be compensated/accommodated for the cancelation, the missed business meeting (due to being stuck at the Amsterdam airport sorting things out), or the stress it caused. This was my first time ever flying KLM, and I promise not to ever fly with them again. I would not recommend this airline to anyone for any reason.

✅ Trip Verified | Two very short hops connecting in Amsterdam. Travelling today with KLM was a breeze. Check In done through the highly efficient App. Uneventful first part from Düsseldorf to Amsterdam and a wonderful flight from AMS to CDG. On a merely 45 mins fully booked flight we got a drink (choose from tea/coffee, water, white/red wine or a chilled beer) and a pack of crisps was handed out. Lovely crews on both flights, clearly enjoying their job.

✅ Trip Verified | We booked the new Premium Comfort Class tickets for our flight at the time of booking. However before the flight we were told that this was no longer available and we would be seated in economy. We were not even offered extra leg room or premium economy seats but put back to basic economy. I was advised that we should claim compensation for the difference in price after the journey, which I did so. KLM have since refused our claim on the basis that we used the economy seats. What else were we meant to do as we needed to fly. I just want the difference between what we paid for Premium Comfort and what we should have paid for economy back? Customer service has been zero help in resolving this, and At one point and agent tried to claim that Premium Comfort and economy are the same class! I am now having to waste more time taking this to the ADR to try and get the money I'm owed. Absolutely terrible customer service. They knew before we flew that they would not be able to offer us premium class so the refund of the difference in cost between tickets should have been ready to go for when we got back. It has put me off ever using this airline again as they seem to think they can charge what they like and not offer what you pay for. Horrendous experience.

✅ Trip Verified | There is one thing I don't understand about KLM: how can you loose a Business Class luggage on a direct flight? Did it fall out of the plane? Did it get sent to Mars with Elon Musk's rocket? Since I was travelling again (this time, not KLM), I took the time to walk over the Baggage Desk at Arrivals in Schiphol. What I learned is that not only did they never actually check whether it's still at the departure place, or at a stop-over place, no, they suggested I start calling airports in Zanzibar and Dar (where we landed on the way, but I did not have to leave the plane....unlike my luggage, probably)! Once again: a Business Class passenger, member of both private and corporate loyalty programs, gets their luggage lost by KLM and is advised to go look for it themselves. Fly KLM again? I don't think so. BTW, there were queues at that Lost Luggage desk, so... if you care for your property, see if there's another airline that can take you - and your luggage - to your destination. In the meantime, value for money is not even 1: it's negative. As to the rest. The first ever business class flight where I had to ask for a glass of water - twice! And I had to pay for Wifi. In business class.

✅ Trip Verified | Whenever I have made the disastrous misjudgement of choosing to fly KLM I have regretted my very existence. First time I flew KLM, my flight was delayed by 2 hrs. Got to my destination at 11 pm. Didn't think it could get worse. Oh how wrong I was. Next time I flew KLM, my flight was delayed by 3.5 hrs. Literally was on the airport at 5 pm and got home at midnight. I could have walked from Prague and gotten to Amsterdam earlier.

✅ Trip Verified | We were booked for our return flight on February 14, 2023 from Amsterdam to Toronto and purchased Premium Economy seats. We received an email saying the aircraft had changed and the premium economy seats were not available and we were being downgraded to regular economy and we could get reimbursement for the difference. My husband’s seat was reallocated but not mine and I had to pay Euro 28.50 in order to sit beside him. After several phone calls, emails and reimbursement requests online all they refunded was Euro 28.50 for my standard seat. I’m now receiving emails saying the refund was processed and in my account. So they are refusing to reimburse me the difference between premium economy and regular economy. The return tickets cost over CAD 3,000. In addition the meal served on the plane was inedible. We will not use this airline again.

✅ Trip Verified | I was traveling to Orlando from Uganda to fulfil my duties as my sister's Maid of Honor. All items for wedding I was responsible for, as well as my day-to-day items, were in my bag. I asked the check in attendant if my bag will make it to Orlando, as I had a few stops (Amsterdam, Manchester) she said absolutely. The flight attendants for KLM were not friendly. I felt uncomfortable to ask for anything such as an extra pillow/blanket for such a long flight. I finally reached Orlando, and my heart sank when my bag did not come out. Completely frustrated, took me over an hour to find out there is no KLM or Virgin Atlantic Offices at Orlando. I finally just saw virgin Atlantic flight rushing to their flight and they literally screamed "follow us!" and led me to the check-in who then got me to a rep to make a claim, but over an hour looking for it, and no bag, I wasn't happy at all. Never want to experience that again. Got my bag a week later. Not ideal for someone traveling from a far. Sending in the receipts to be reimburse was not user friendly, either. Still waiting.

✅ Trip Verified | On Nov. 11, 2022, a friend and I were booked to travel between Amsterdam and Cape Town, an 11-hour flight. As we are both women in our mid-70s, we decided to break budget and reserve business class. We did this well in advance through the Wtravel Group in Cape Town. The night before our departure, we received notice from KLM that we would not have business seats because of a change in aircraft. We went to the airport hours early to rectify this. As far as we could find out, we were the only two people on the flight who could not be accommodated in business class. Two 75-year olds! No amount of interceding could change this. They put us in Economy and offered a voucher for half the additional cost we had paid for business class, as though we would ever use this airline again. Four months later, hours and hours on KLM "customer service," many emails to the WTravel Group and we have yet to get any money back. KLM, on its website, says that a "downgrade" will be compensated, according to the miles flown, by up to 2/3 the cost of the flight. One customer service agent even suggested that since we took the flight, we weren't owed anything because it was non-refundable.

✅ Trip Verified | My last flight from Toronto to Johannesburg was an utter disappointment. Although boarding and seating ran relatively smooth, the service on board definitely was not up to standard. The food during our flight from Toronto to Amsterdam basically inedible, the only food that I could muster was the dessert. Drinks have been reduced to only being served either wine or beer or soft drinks during our meal and during the flight. Any other requests for drinks met with a very disappointing and uncourteous flight attendant. I have never been so disappointed in flying with KLM as with this experience. I really think KLM should rethink the menus and what they offer to the passengers on an international flight in the way of beverages offered

Not Verified | Worst experience ever. Stay away from this company. I flew 4 times with them. As long you do not need their customer service you might be fine. In 3 flights I needed to change a seat/reschedule a flight (they just canceled) and getting a simple information from their customer service was impossible. Thy need a complete change on their customer service policy.