KLM Royal Dutch Airlines

Not Verified | Long flight. Continuation KLM chose in a overbooked flight to Helsinki. KLM choose the last tight chairs for seniors coming with long previous tiring flight from Canada. I saw no possibility to get a proper seat in the plane. Cannot anymore to use a carrier offering this quality service. Changing to some better client caring company.

✅ Trip Verified | Due to the pandemic, I haven't travelled on KLM for a few years. My memory of the airline was efficient friendly and professional. Unfortunately, on my return trip in February 2024, it was the exact opposite. Both outward bound flights were delayed (I flew via Amsterdam to Accra,) & then my luggage did not arrive in Accra. I immediately reported my missing suitcase at the airport. The missing luggage meant that all my plans for the next day were cancelled , at considerable inconvenience and cost. The next afternoon, KLM emailed that my suitcase would arrive that evening. Back again to the airport, I collected my suitcase. When I arrived back in the UK I filled in the KLM claim compensation form for my missing luggage (a modest amount.) This was denied because the official claimed I 'didn't report my missing luggage when I arrived' This was blatantly untrue. I emailed back explaining that I had reported it. No response. Emailed again. No response. Phoned 2 weeks and spoke to a customer services assistant who told me someone would be in contact. 5 weeks later and still no response. A trip that was nearly ruined and then a very disappointing response to my compensation claim to correct what was KLM's responsibility, has left me with a very negative perception of KLM. Add to that, some off-hand staff yelling at customers to hurry up and board, getting rained on when disembarking from the Schiphol shuttle bus at 6am, my experience has been extremely disappointing.

✅ Trip Verified | Rip off charges like a budget airline. Thought I added three checked bags to our party but had only two. Could have added another online but didn't want to delay people behind us so thought being a Blue member would just do it at the desk. £47.15 one way instead of £19.30 both ways. Will never use again.

✅ Trip Verified | Booked flight with KLM for my kids birthdays. They lost my flight tickets couple week before flying, then found them again after I emailed them bank statements to prove I've paid them and they ain't refunded me, so they sent me more tickets. Went to check in online the day of flying it would not let me so I called them they said everything is fine just do it at the airport. Get to the airport they have cancelled my tickets again phoned them they could not find my tickets even the airport staff spoke to them and felt bad they could not put us on a flight. 10 minutes after check-in they found my tickets which now is too late to board, they would not put us on a next flight said we will have pay ourselves knowing it's double the price. Over a month's later after phoning numerous times getting passed from pillow to post these people have still not refunded me for my tickets.

Not Verified | Booked on premium comfort class, but seats not available on flight. KLM refuses to refund extra costs (around 600 euros) paid for the seats in this class.

Not Verified | I paid close to $90 for a 'comfort' seat for my flight. My seat and tray were both broken. I could not lean back into my seat as it would not stay upright. The tray would not lay flat so I had to use my knees to hold the tray up to prevent food and drink from sliding onto me. I let the attendants know and I was told ' that is too bad they are broken'. I sent KLM a request for my money to be refunded and denied it.

✅ Trip Verified | Had to buy last minute ticket on KLM to return home because of strike with the originally booked airline. An incredibly nice and efficient crew, free drinks and small snack. These two early morning hops made my day and let me feel appreciated as a customer.

✅ Trip Verified | This may seem a long time since our flight last July 2023, but it has taken so long to ‘try’ to make a claim. Horrendous customer service and no concern at all about what happened to us. We were on a mission trip to Uganda in July. We originally flew from Dublin stayed overnight then took a flight from Amsterdam to Entebbe the next day, 10th July 2023. We were to stop in Kigali for fuel and picking up passengers. We were put off the flight literally told to get off the plane with no instructions as to what what was happening only that there was engine failure. We waited 2 hrs for 4 cases to come through, waited another hour on a bus to take us to an hotel. I was running around the passengers asking them for their boarding passes so the staff could gather them to make sure everyone got to an hotel. We went to Four Points Hotel in Kigali where we received the most beautiful meal albeit by now it was 1am. The next morning I got an email offering a flight from Amsterdam to Entebbe? They meant for us to travel back to Amsterdam ourselves at our own expense and do the same route we had just done. Obviously I refused. They then offered us a flight on Thursday 13th July, bearing in mind we were meant to arrive in Entebbe on 10th July. We then discovered there was a KLM office in the Marriot Hotel across the road so off I went. The girl there was amazing, the only time through the whole process we felt someone was on our side. She offered us a flight that afternoon (Tuesday 11th) with Ethiopian Airlines. She forgot to add on all our luggage which was 4 suitcases, remember we were on a mission trip, so they were full of toys, sweets, clothes etc, hence when we got to the airport in Kigali, we had to pay Ethiopian Airlines £353 for two cases. We had to fly to Addis Ababa then eventually onto Entebbe. We were by this stage delayed between 25-26 hours. I have claimed twice with KLM and my latest claim was rejected with the answer “ As per your correspondence, having checked our records, I note that you made voluntary changes before your scheduled flight and were also charged for voluntary changes per fare conditions, furthermore I note you have been charged for two bags by Ethiopian Airlines , therefore I ask you to contact Ethiopian Airlines for this charge”. WE NEVER MADE OUR OWN ARRANGEMENTS! And the only reason we had to pay for extra cases is because the KLM representative didn’t book all our luggage onto our flight. I have rang KLM again and been told I have to raise a new claim, I cannot contact another higher authority as it is an international flight. Where do I go from here? Who cares? It seems KLM certainly do not. I am stressed, distraught and very upset at the way we have been treated. Do not fly with this airline if you have any choice. I have told all my friends and as I intend to travel again on mission trips I certainly will not be going with KLM.

✅ Trip Verified | KLM is the worst airline I have ever used in my life, you cannot trust them. They downgraded my seat with no explanation and no compensation, just heartless instructions to change seat at last minute.

✅ Trip Verified | Seat was comfortable plenty of room lots of storage and wireless charging. Cabin crew were friendly. Food onboard was plentiful.