KLM Royal Dutch Airlines

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1225 reviews
6/10
4 star Skytrax Rating
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1/10

"the whole catastrophe"

(Canada)

Not Verified | My 10 month old baby and I had to fly from Manchester to Toronto and we connected in Amsterdam. Before getting on the plane, we handed over my baby's stroller which was supposed to meet us at our connection in Amsterdam, however it never did. The flight attendants were amazing (the only good part of the experience) and tried to help us find it, even the pilot himself came to try and help, however he informed us that someone made a mistake and never put a tag on the stroller so it went straight through to Toronto. This was just the first bump in the whole catastrophe that was my experience with KLM. I then had to carry my 10 month old along with my bag throughout the airport and wait for our next flight. Anyone with a baby can respect that workout. I was a bit upset but understood that things happen. We finally got on our plane to Toronto and after a very long day we go to get our bags and as soon as I saw the stroller bag a KLM employee walked over to me because he could see that our stroller bag was ripped to shreds. As soon as I took the stroller out it appeared as though it was hit by a car. The wheels were barely holding on, the frame was bent and even her car seat and adaptors were broken and would no longer connect into the stroller or car seat base. This bag was clearly thrown around enough that even her blanket which was inside the car seat was ripped. This was my first time ever flying with my daughter. It was stressful enough without all of this happening but again I understand that these things can happen. The KLM employee had me fill out paperwork and explain what each product was and an estimate of how much they were. He provided me with a number which later on, proved to be useless. They said to call KLM when I got home to quarantine (Canada 2 week mandatory quarantine). I called KLM when I got home and explained everything. They told me I would be contacted in 2 days. 2 days passed and still nothing so I called again. I then got a manager named Rocky who told me I would be contacted in a week. Once again, I was never contacted. I then called again and pressed the prompt to see the status of the claim and I was put on the phone with a man. The only thing he was able to do was give me the claim number that I had already provided him with. He said that he was in sales (I don't know why that prompt brought me to sales) and told me that I needed to get in touch with customer service. I asked him if he could forward me to them and he said he was not able to. I then asked if I could speak to a manager and he said he did not know who his manager was. Keep in mind each time I called I was on hold for 2-3+ hours. And multiple times I was on hold for 3 hours or more and they would hang up. I could honestly go on forever about all of the specific things that this company did but to avoid writing a novel here ... long story short I did not hear back until more than a month later. And the only reason I did hear back was because I contacted KLM's media department who I was not supposed to contact about claims but I had no clue what to do anymore and wanted to try anything possible. Keep in mind I was told that I would know when I would either get a replacement or my money back within 2 days. When I did hear back it was through email and I had to provide a plethora of information and then she told me I would receive a full refund.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteManchester to Toronto via Amsterdam
Date FlownJune 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"could not find any of our tickets"

(United States)

Not Verified | I booked a flight through KLM on Saturday 8/14/21 for Sunday 8/15:21 from Dubrovnik to Boston with a layover in Amsterdam after we missed a previous flights. After we bought the ticket from KLM. We got a reference #. We called several times to get the itineraries but no one answered. We arrived to the airport at 10:30 am waiting in line for 1 hour to check in. The ticket agent checked me in first. She had a trouble printing my ticket from Amsterdam to Boston. She checked my bag. Then she get to my daughter. She said she could not find any of our tickets after we got charged for both of our luggage’s and tickets. Not sure what happened here. When we called the customer service, we were told that was our fault as we didn’t called to get the itineraries. We had to book another to fly to Paris and to Boston the next day .
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDubrovnik to Boston via Amsterdam
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"no way of getting in touch"

(Sweden)

Not Verified | Inexistent customer service! I haven't even made the trip yet and will probably not fly with these chaps again. And unfortunately this is probably the way out for national carriers when they try to imitate instead of compete with low price airlines. There is absolutely no way of getting in touch with a live human being at KLM except 1 global american phone number which of course always is over-jammed with calls. They go out of their way to not have to speak to their customers and redirect you to chat bots via whatsapp och facebook messenger. They even don't have any numbers for their local ticket offices (because of course those they still have?). My request is a little unusual with special baggage and can't be handled by a simple chat bot flow chart. They also imitate the low price carriers in their baggage policies and added fees for add-ons and leg room and insurances. I expect this kind of service from Ryanair and Wizz and their likes and frankly that's those companies USP. But when previously respected national carriers start behaving the same way, I frankly don't see the point in flying with these dinosaurs anymore.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteStockholm to Faro via Amsterdam
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"fighting to receive my refund"

(Bulgaria)

Trip Verified | I purchased tickets for May 2020 with KLM - New Delhi - Amsterdam - Bucharest. I couldn't fly at this time because of the virus outbreak. I received a travel voucher. I decided to exchange my voucher into cash in May 2021 because I wasn't going to use it. I filled the form online in order to do so. In the field "Remarks" I wrote clearly that the bank account that I originally purchased the tickets with is now closed and I would like to be contacted via email before the money transfer so that I could provide the employees with details of my functioning bank account and receive the amount. Instead of being contacted, I received an email that the money was transferred to my old bank account. I contacted my old bank immediately and they explained to me that if an amount gets sent to a non-existing bank account, it automatically returns to the sender account within few days. I have been in contact with KLM service agents via chat and explained the situation, asking them to process another refund. They asked for a document certifying that my old bank account is closed and that my old credit card doesn't function. I provided them with this document, issued from my old bank. Afterwards, they didn't process a new refund as they said they will, instead they told me that sometimes it could take up to 2 months for the amount that was sent to my closed bank account to return to them and that I will receive the amount on my new bank account after 2 months. 2 months have passed on the 5/08 and I have received nothing from them, no refund, no email informing me about the refund being processed. I wrote a reclamation on their website 1 month ago explaining everything because the only time when I could actually reach their customer service via phone, the employee told me that writing a reclamation is the only way to process my demand and that he cannot help me on the phone. I have received no answer to my reclamation. Customer service is impossible to reach via phone, and in Messenger/Whatsapp they reply within a day. Then you have to wait for another day for them to reply to your next message. When they do so, they ask the same questions that were already answered by me one day ago, leaving me with the impression that they haven't red the previous text messages. This really slows down the refund process, creates confusion and a feeling of complete disorder. After 2 months of fighting to receive my refund and no results, I am outraged by the incompetency of the customer service and the disorganization within this company. I have seen nothing from my 200 euros ticket refund.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDelhi to Bucharest via Amsterdam
Date FlownSeptember 2020
Value For Money 12345
no
2/10

"no business class style of seat"

(United Kingdom)

Trip Verified | This plane is old and there is no business class style of seat. Shocking when you pay business class prices and rewarded with an economy seat with same legroom. No pre take off drink offered. A breakfast box offered for this 50 minute flight. The chief flight attendant was fabulous cheerful and an asset to this airline which made the journey bearable. KLM obviously don’t spend money on planes & cabins. I wouldn't personally choose to fly with them based on this experience and my previous flight from Dammam. This airline is in need of a major overhaul if they want to compete with the Middle Eastern Airlines who have fabulous cabins and young planes.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteAmsterdam to London Heathrow
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
5/10

"A tired old plane"

(United Kingdom)

Trip Verified | A tired old plane that seems to been refitted with newer business class seats which are an outdated 2-2-2 configuration so dreadful for window passengers to climb over aisle seated passengers. This is outdated & should be changed for ease of movement & relaxation for passengers. In the days of Covid you get two choices for a hot meal but at least you get a hot meal so it’s a plus here. Staff pretty friendly but disappeared after lights out & never saw them again. Although seat is flat bed you can’t move once lying flat &, it’s very claustrophobic. KLM flying old planes that have not been refitted with the passenger in mind sadly when you compare the layout to the middle eastern airlines who have a far superior product in terms of cabin layouts. It’s an OK airline but not recommended for flights over 6hrs.
AircraftA332
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteDammam to Amsterdam
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"The worst flight experience"

(New Zealand)

Trip Verified | The worst flight experience I ever had. I book a ticket in KLM from Mumbai to Amsterdam. The flight suppose to departure at 2:30 am. But they extended the time to 5:30 due to bad weather, then extended to 7:30am. Then by 8am they said the flight is canceled because the crews are tired. All other flights in the airport resumed their operation by 5am. KLM forced those tired passengers to find accommodation yourself even if it is a covid 19 pandemic everywhere. Everyone needs RT PCR certificates. Most of those certificates going to expire on next day. Most of the people came to Mumbai from different parts of India in domestic flights. After making a lots of issues in airport at-last KLM agreed to book hotel for everyone. And then, hotel transportation was very poor, by 12 pm they only managed to accommodate not even half of the passengers. Then the airline rebooked ticket for every passengers, and it includes travelling via different countries, and transit visa required for those countries. Those selfish crews in the flight made everyone’s journey very pathetic. Then nothing expected about their cabin services when i departure my flight, and i was right. Very poor cabin service. Never ever travel in this flight even-if they offer a free ticket for you.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMumbai to Amsterdam
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I would not fly with KLM againv"

(Thailand)

Trip Verified | Poor experience. Food was below standard. No meat served on both flights. Sandwiches and vegetarian dishes only. I received one sachet of hand sanitiser for the whole 12 hour flight. My bag went missing in Amsterdam. I was not informed and had to find this out by waiting at the bag carousel until the last bag. Worst of all, they took over a day and a half to get my bag. No phone call or apology from any staff. An absolute nightmare to contact a poorly manned customer care portal. The staff were not interested in speaking with me and tried to fob me off with generic web links for me to follow. I would not fly with KLM again after such a poor experience.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBangkok to Dublin via Amsterdam
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"KLM could not care less and offered nothing"

(Netherlands)

Trip Verified | I changed my return date weeks before my trip. When I arrived at the airport to travel home, KLM informed me I wasn't ticketed (even though I had emails from KLM saying I had a ticket). I spent hours in the re-booking line only to be told they couldn't help me and to call a 1-800 number. I spent the rest of the evening/the next morning trying to rebook my flight since the automated system kept hanging up on me. I was finally re-booked and KLM admitted it was a ticketing issue on their end but I had to spend hundreds of extra dollars and miss work due to their error. To add insult to injury, my husband and I weren't seated next to each other in the half empty plane and I had to beg to get the seat upgrade we had originally paid for. KLM could not care less and offered nothing in the way of compensation except a shrug.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAmsterdam to New York City
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never going use this company again"

(South Africa)

Trip Verified | I am a Turkish Citizen living in Cape Town/South Africa. I have a United Kingdom visa and I booked a flight from Cape Town to Kyiv via KLM. I sent a message by WhatsApp to KLM to ask if I can fly to Kyiv with my UK visa. They sent me a link to check if I need any requirements. And uploaded my documents to the KLM system and the answer I got is "Visa is not required for transit through the Netherlands" (my final destination was London but the reason I was flying to Ukraine was to vacation in Kyiv instead of staying in UK quarantine hotels) So I have been to the airport on time and the KLM staff took my passport and told me to wait. I waited for 1.5 hours and they told me they can't reach head office to ask about my situation. And then they told me they talked to Netherlands consulate and they don't allow me to fly. Today (2 days later) I reached the Netherland consulate and asked about the situation. The answer is "no one called them." KLM staff lied to me and they didn't allow me to board. only told me if i want to fly to Turkey i can but to another country they can't allow. Turkey is also on Red list countries by UK. Why should i want to fly to Turkey. I couldn't fly. My hotel booking in Kyiv is gone. I booked another flight with double price with 2 stops. And I am trying to refund my money back but it is impossible to reach anyone on KLM. They give some answers on Whatsapp but only after 15 to 20 hours later for each messages. I am never going use this company again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCape Town to Kyiv via Amsterdam
Date FlownJune 2021
Value For Money 12345
no