KLM Royal Dutch Airlines

KL 1131 / 1128 AMS-CPH and CPH-AMS. 23/12 and 26/12. Although I'm a Flying Blue member I do travel with other airlines so I think I can assess KLM position to other benchmarks. I am actually quite satisfied with KLM. Service is above average too often it's the passenger being rude. Food is ok not better not worse it's an airplane after all. Personally I think KLM is ahead of many competitors when it comes to online check in and self-service luggage drop-off (at least at their home-base AMS) it's far more advanced and smooth than most airlines. Although my last flight was in a 737 without entertainment I know that their entire long-haul fleet now has proper personal entertainment systems so that's good. They were a bit late on their 747s though. I will use them in the future. It's important to distinguish what you can attribute to an airline and what to an airport or worse your own behavior.

KL0438 19th December. I paid a large premium to travel business class from Abu Dhabi to Luxembourg via Amsterdam in December. Despite being told that beds were flat they were anything but with beds reclining only to an angle that left you slipping down. Plane was old seats uncomfortable food inedible. My wife and kids flew economy a few days earlier and tell me this was an even worse experience. Luggage allowance is also useless. On the way back despite having 5 of of us travelling and only 4 bags we were told we'd have to pay a 75 euro premium for being slightly over on a couple of bags. We were still way below total weight allowance.

On 9th December boarded on a flight from KUL to CGK. They served hot snacks which looked like hot vegetarian snacks but they weren't very filling. While in the holding pattern the entertainment system abruptly shuts down which was unexpected. For the entire flight I only listened to music and played games. I would give 5 for that. On the other hand the TV shows and movies in the entertainment system didn't interest me.

Flew today from Dubai to Amsterdam. After reading these reviews I am wondering which airline workers they had on their plane. Everyone was so thoughtful and nice on the flight. Take off and landing was smooth sailing. Food today were great. About an hour or two in I was offered eggs with bread yoghurt butter jam potatoes or pancakes. Drinks were constantly being provided. Lunch was provided. Simple hot cheese sandwiches or spicy chicken were options. Again drinks were provided. Hot towels and headphones were also given.

I made a late booking to fly Manchester (Amsterdam) Prague on 1st December return on 12th. So far so good. Unfortunately the flight on 1st was delayed - apparently to replace the co-pilot's seat - long enough to miss the connection. I spent a pleasant night in a hotel. The return journey was also delayed long enough for my luggage to be booked on a flight the next morning. In fact I could have made the connection and was turned back at the gate. (The last flight of the day was already full with a waiting list. Another pleasant night at a hotel). I had as it happens arrived at the airport at about 6.30 am for my 1405 flight so I asked if it was possible to take one of the earlier flights. The answer was 'yes' but there would be a charge I declined the offer. Bearing in mind that problems pile up during the day it must surely be to the airlines advantage to get passengers on their way earlier if possible. I had already paid for my ticket I had my luggage with me and I had not yet checked in.

RIO-AMS-BUD. The first leg of the trip was AMS-FCO with KLM and on to GRU with Alitalia. As a Dutch national living between AMS and BUD I had a separate ticket BUD-AMS that same morning connecting in AMS for above mentioned schedule which was booked through Expedia on a separate ticket. 10 days before departure tried to select a seat and modify the travel class for the leg RIO-AMS to Economy Comfort but could not access my booking. Check- in at BUD airport not overly friendly. Even though I had received an email from KLM alerting me that online check- in had commenced hey could not see any other booking and tagged my luggage only to AMS. Re-checked luggage in AMS but they also could not understand or solve issue. Online check-in Rio to AMS opens some 30 hours prior to departure. Tried to check-in and change seat selection and travel class online to no avail. System would only indicate that seat selection is not possible and check-in should be at airport. Eventually changed that during check-in at GIG which was friendly and hassle-free. Flight itself (GIG-AMS leg) was delayed by more than one hour but arrival was only 30 min behind schedule. Seat (first row of economy comfort) is comfortable enough and recline allows for relatively good sleep. Crew friendly attentive and professional. Plane clean. Food and entertainment sub-par. Would have given a 7 for the experience but for the glitch in the entire booking management process and the abysmal customer service feedback.

MCT-AMS-MCT. This has been by far the worst long-haul flight I have had. Grotty "crown" lounge at MCT airport disorganised and unhelpful ground staff. Aircraft was an old Airbus A330-200 very cramped seats. No amenity kit for a night flight no special food for Premium Economy pitch size is nearly the same as regular economy. Our flight arrived 1 hour late at AMS with no apology. Return was horrible. Incredibly rude ground staff at Schiphol access to lounge has been denied to me despite of Sky Priority access and Premium Economy ticket. Security staff ignorant and incompetent. I could say the same about cabin crew: impolite. Same A330-200 we were packed like sardines. Food inedible and served cold. My IFE was not working and was never reset. My luggage was missing at MCT and only came 2 days after with no apology. Never again.

MSE-AMS-LIM-GIG-AMS-MSE Economy. Headed to Lima Peru and was surprised to find no direct flights from London and didn't want to mess about in Miami or travel with Iberia long haul from Madrid. So used the newish route from Manston (Kent International) near Ramsgate for short 35 min hop to AMS for a no trouble connection for direct 12hr flight to Lima. Manston is a pleasure to fly from tiny airport with KLM only operator on small 80 seater jet. To Lima was 777-300 flight full but service was excellent great inflight entertainment and comfortable enough seats for daylight flight. Return flight from Rio was overnight flight another excellent onboard service luckily not full so had a row of 3 seats to self so very comfortable. AMS back to MSE slightly delayed but only took 8 minutes for touchdown taxi unloading immigration customs and in car.

I fly about 60 times a year with KLM. Service seems to get less and less to a point where it is unacceptable. Last flight was on 7/12 AMS-SHA. After boarding in AMS they left us in the plane for about 3 hours during aircraft repair before we left off. No catering during these hours except for one glass of water and a cookie. Cabin crew was plain rude and uninterested during the whole flight. Makes you wonder whether it is a good policy to put your older staff in the front of the plane.

I flew with my family AMS - Curacao - AMS in the new business class. I have to admit great seats now. Total flat bed! The food is tasty and service is great. We all enjoyed flying with KLM. Surely I recommend it to other travellers.