KLM Royal Dutch Airlines

✅ Trip Verified | The worst company that I ever used. Food is not that you expect. Rude staff. You can't take your hand luggage to board and have to check in your luggage, after that you have to spend time to receive it and hope that you receive it back. The worst experience that I ever had.

✅ Trip Verified | I had a horrible experience flying KLM from Houston to Amsterdam and back again. When I arrived to the check in gate in Houston I was told that I had been downgraded from Premium Comfort to Economy because of a change in aircraft and that my baggage allowance had changed. I had packed my bags the night before and then woken up early to drive 3 hours to Houston to catch the flight. Needless to say, I wasn't willing to throw any of my luggage in the trash. I told them there wasn't any way that I would have had time to re-pack my bags (now noticing that I had received an email at 3 am notifying me of the downgrade.) After much discussion I was finally permitted to take all my luggage with me. The rudeness and lack of understanding at the counter was disgusting. On the plane the staff were perfectly friendly. However, somehow in the downgrade process my meal plan had been erased. I have a severe allergy but thankfully the attendant was very kind and helpful in finding me something I could eat. On the return flight I had the opposite problem - my meal plan had resurfaced but the food I'm allergic to was very present in the dish. I notified the staff that I had an allergy and was there anything else I could possibly eat? I'm not picky, I just don't particularly want to break out in hives. She very begrudgingly searched around until she found something but she wasn't happy, saying that I had requested a specific meal. I acknowledged her, and said yes I had, but the ingredients aren't listed when I select it and - I have an allergy. For the next meal she brought me the dish again, with the food I'm allergic to, and smiled when she handed it to me. Oh joy. The smile on her face made me stare at the food in disbelief in front of me. I accepted it and just didn't eat. How could she smile like that? I had submitted a request for the refund fare difference for the first flight and it was accepted but I was told that I needed to resubmit it again after all flights are finished. I guess because they can't keep track of it for a week? The service I received was atrocious. The red tape ridiculous. But they certainly know how to train their employees on board to be friendly, serving you your food allergy and all. I guess they do not know how to problem solve, think on their feet or be courteous. They are only paid to smile.

✅ Trip Verified | The food in the SkyLounge at Schipol Airport was excellent. My wife was sick during the flight and the initial care was truly ugly. But, eventually, the purser came to my wife and offered genuine help, care and support. She was wonderful. I wish I knew her name because she was so special. My traveling companion uses a wheelchair. KLM said they would assist us from the Lounge to the airplane and, when we arrived at IAD, from the airplane through customs to the baggage area. Sadly, the assistance did not come. I had to somehow make my way with carry-on luggage while pushing the wheelchair. I am over 80 years old and getting wheelchair assistance was exactly why we purchased business-class tickets. When we got to the gate at Schipol, the attendants did assist us getting onto the plane. On arrival at IAD, however, we - and the other wheelchair passengers, were told to wait in the aircraft until our wheelchairs came to the door of the plane. This took close to an hour! There were not enough assistants to push all the wheelchairs. So, we were all left sitting at the gate for the plane with the passengers who were getting ready to board the plane staring at us. Finally, as a group, we told the few attendants who were assigned to us that we should proceed. We asked the assistants to help the weakest and those of us who were stronger, slowly proceeded to customs. When we got to customs, there was a separate line for wheelchairs. This line was shorter and moved more quickly than the line for able-bodied passengers. Unfortunately, our wheelchair assistants left us saying they had to go to assist other handicapped people. We all helped each other to the customs inspectors. I realize KLM is not responsible for the wheelchair assistance at IAD but they did leave us standing unattended having deposited us off the plane in plain view of the next group of passengers who were waiting to board the plane for the flight back to Amsterdam. The crew members said they were off to their hotel. The food was so disappointing. For the main meal (in business), we got stuffed shells as an appetizer. The main course selection that I made was braised beef. I was so turned off, I don't remember the dessert.

✅ Trip Verified | Traveled to Dubai for our first anniversary and KLM lost our suitcases including mine and my wife's. 48 hours after arrival still nothing so I took a cab to the airport and got no response. Worse customer service from the KLM office in Dubai as well. KlM said we could buy essentials and send them the receipt with a claim and they will refund us. We received our luggage on the day we were leaving from Dubai, which was 4 days after. It's been almost a year and They still have not refunded anything then ignore emails and whats app messages. I will never take this airline again.

Not Verified | I booked my wife's birthday trip well in advance. I transferred points so we could elevate our flying experience. We also booked her best friend with us separately. I booked all 3 in premium economy together from SFO to AMS. Upon check-in (24 hours prior), the system split all 3 of us up. I had to call customer service to fix the issue. However, they were unable to sit our friend with us. We were excited about our journey so decided to just go with it. On our return flight, we were yet again split up and also downgraded. I had to spend another 3 hours on the phone trying to find solutions. No customer service reps wanted to help. I had to find the solution myself and we were still unable to get our friend with us. I was told to do the reimbursement online for the downgrade. So I did and it was rejected. More phone calls to customer service. I asked for supervisors but was told the reps do not have supervisors. No managers to assist them. I was told it was rejected because I didn't submit proof. Is information not stored at KLM? I asked for the reps email so I can send proof. Apparently reps do not have company emails so I cant email the rep now. I submitted proof and was told I would get some points back. I was given 68k points for my troubles. 68k?! Can I even book a premium economy flight for 2 for that? During this process I have spent approximately 8 hours on the phone and been "disconnected" four times without a return call. It seems KLM just ignores the customer in hopes they go away. They put all the work on the customer rather than take charge. This has been the worst customer service I have ever seen. I hope KlM provides further training for their employees.

✅ Trip Verified | Flew KGL-AMS-CPH with KLM 16 April 2023 on A330-200 and B737 aircrafts. Economy Lite ticket was quite cheap, bought from an OTA and easily handled online on KLMs homepage. Perks as Flying Blue gold card holder was given throughout from priority, lounge, selecting preferred seat, etc. Check-in online did not work – wasted time on several attempts. However, the check-in KGL was quick and hassle-free. Got option to select a better seat as the flight was full; I chose an exit seat, 30B, which was a real winner and one of very few seats with gorgeous leg space. Such a seat costs 300 EUR if prebooked, but was offered to me during check-in free of charge, likely due to my gold card. This seat, given to me in the last moment, saved my trip as the original seating had changed; the flight had become completely full and I about to be given a seat in a very crowded section near toilets. Access to KLMs 3rd party Pearl lounge was granted due to my Flying Blue gold card. The lounge is well supplied, but of sparse offerings. Departure from Kigali became 4 hours delayed; however, all delays were properly informed on monitors, by email, and by SMS. That caused me missing my flight in Amsterdam, but I did not stress: just went to the KLM lounge and printed out the revised BPs for the last leg to CPH, which was scheduled ambiently. Enjoyed a solid, nice breakfast in the impressive KLM “52 Lounge” in non-Schengen sector. Passport control and security check took more than an hour; not acceptable. The serious delay, arose from a wheel puncture while the aircraft stopped over in Zanzibar. It was explained in detail by flight crew and from cockpit. A new flight crew had just boarded in Kigali; they were fresh, well groomed, and well rested. Service was fine, but food provided was very little, though included a small, hot airy pizza (no alternative). The wines offered were of RSA Cape origin: The red wine (Shiraz) was good, while the Chenin Blanc white wine was undrinkable. They were served in well labelled mini-bottles which are a nice touch. The cabin crew differed tremendously in attitude, ranging from the typical, surly, patronising classic Dutch crew, to more modern and empathic types. Initially, I was not recognised as status flyer, but later they found out and provided me a full amenity kit and a Dutch ceramic mini-house as souvenir. Disembarkation in Schiphol was tedious by using busses from a remote stand. Last flight to CPH was briefly on time, and service onboard was fine. Luggage handled correctly throughout and arrived in CPH timely, despite having been rebooked and re-labelled. The experience with KLM was good. The serious delay from Africa was well handled: professional and faultless. Will fly again.

✅ Trip Verified | KLM has a 2x2x2 configuration in business class. This means you have to wake your neighbor up in order to use the bathroom. That doesn’t really work in business class. Moreover, the power outlets and the headphones ports are located behind your seat which makes it basically impossible to reach. As a matter of fact every time you move, your headphones are disconnected as they’re not really plugged in merely laying on a magnetic surface…. The planes are ancient and the experience is honestly very disappointing. Lots of screaming kids onboard. This didn’t feel like a business class flight at all.

✅ Trip Verified | My disabled daughter Kirsten travelled on KLM from Amsterdam to Brisbane via Singapore on 17 March (KL835) and returned on 10 April 2023 (KL836). I would just like to express my heartfelt thanks to all the wonderful KLM and Qantas ground crew and air crew who were absolutely amazing with her. They helped her constantly, from going through check-in, passport and luggage control, keeping an eye on her when she was waiting at the gates, taking photos with her on the plane and even helping her walk to the toilets on the plane. What an amazing group you all are! Not once did anything go wrong, for which I'm so very grateful. Thank you again, I really appreciate you all.

✅ Trip Verified | A smooth and pleasant flight; on time, attentive and staff that send out lots of smiles. A decent sandwich and a drink. They could improve on leg space, though.

✅ Trip Verified | On Feb 17, 2022, I had purchased six flight tickets, one for my kids and me round trips from Detroit to Jeddah via Dubai and Amsterdam, and the second one for my soon-to-be- ex-wife one way from Dubai to Detroit via Amsterdam on May 19, 2022. The purpose of the trip to save our marriage. With no prior warning or email, I found out when I wanted to check online that KLM had divided into two groups; one leaving on May 20, 2022 and one on May 18th, 2022. The one leaving on May 18, 2022, had to wait in Amsterdam for two days. I contacted KLM office and they told me that they had canceled my flights and I had to rebook or refund. The rebooking options was supposed to be free if within 30 days plus compensation of 350 Euro per traveler. When my return date was set on June 6th, I contacted KLM customer service again but another rep answered my calls. He acknowledged that I had called and was promised a free rebooking since it was within the 30 days, but he stated that he could not find us seats and recommend to contact my travel agency where I purchased my tickets from. I contacted my travel agency and he told me the found six seats available and I had to booked them and paid now otherwise, the next available flights are a week or ten days away. I called KLM customer service again and told him about it and he suggested to pay and when I go back to the States, I can submit a request for refund and compensation. After I did so and traveled back to the States and immediately filed a claim, KLM refused to honor their promise and every time came up with different excuse like 1- we did not cancel or change your flight, you did- when I gave them proof they came up with 2- you did not pay us, you paid your travel agency, get your money from them, when I told them I had spoken with KLM customer service in Dubai and he promised me that, they came up with 3- give us an evidence that you called KLM and a recorder that he promised you and we will investigate? Can you believe that