✅ Trip Verified
| I flew to Venice to enjoy a week of paragliding with some friends. When I booked the ticket, I had to pay extra for checked baggage (standard for most airlines) but KLM decided not to load the baggage onto the aircraft. This looks like a new little trick to make extra cash. Overbooking the bagage and then send it via the next flight. While we were waiting to board the aircraft, I actually saw my luggage being handled by bagage handlers, it was at the aircraft. KLM did not load my baggage, it was not by error or mistake, but by decision. Obviously I was very surprised that my baggage were "delayed". It took me 2 hours at the the lost baggage counter to complete the lost baggage claim form. I was traveling with two other persons, so they also had to wait. I'm not going to go into detail, but you can imagine the repercussion of this. The next day was Easter Sunday, not a single shop was open. I went to Italy to paraglide, but that's not an option if you don't have your paraglider. So in an instant my holiday was ruined. A financial loss that does not get covered by the airline or insurance. The complete lack of empathy of the customer service is amazing. Unwilling to do anything other than telling me I have to wait. Lying to me that the bagage will be delivered within 24 hours while they were fully aware it was a public holiday and nothing will be done. I offered to fetch the baggage myself at the airport, but that was too much trouble for the customer service employee to get that organised. So she just lied to me and said that it was not possible and the baggage is probably already on its way. It arrived 2 days later. I decided to file a complaint, hopeful that I could get a reason why my bagage was not loaded onto the aircraft. This is the most disgusting service I ever experienced. Basically they copy paste text from your complaint and add "We are sorry for" or even better "I am concerned to read about" in front of it. I had to ask the person to reread my complaint as their response made no sense. They offered me a 100 euro voucher which I turned down, what an insult. I don't measure how well a business runs, I measure them how they resolve a problem. The only response so far were "We are sorry for your inconvenience"