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 1096 reviews
6/10
4 star Skytrax Rating
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1/10

"awful overall experience"

(United States)

Trip Verified | Delta partner KLM Charged me for my luggage on return flight saying it’s their policy even though I purchased the ticket from Delta but got on KLM. Food was small tiny frozen plastic containers with boiled rice and disgusting smelling 3 pieces of chicken with small muffin was served on 11 hours international flights and nothing else. Such an unhealthy and shamefully discussing choice. Thankfully I had some nuts in my bag to munch on. The seats on KLM are so small and closed together that I was shoulder to shoulder with other passengers and I’m a small size person so were the other passengers. I couldn’t put my back seat lower because the person behind me has no space for his legs and he was an average size person. It was an awful overall experience.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAmsterdam to Atlanta
Date FlownOctober 2019
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

"pretty messy in case of failures"

(Finland)

Trip Verified | Helsinki to Dublin via Amsterdam. Ground services are nasty (especially in Dublin), forced people to check in a hand luggage even it was following KLM standards. Pretty inaccurate and irresponsible of the schedule, they are unable to handle delays. Ground services in Amsterdam had given a worse route as a replacement of original one and provide support after delay happens. Nice to deal with KLM only on direct routes, pretty messy in case of failures.
AircraftBoeing 737, Embraer 195, Embraer 190
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHelsinki to Dublin via Amsterdam
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"first and also the last time"

(United States)

Trip Verified | This is the first and also the last time I fly KLM I have 2 pieces of carryon. Did not know KLM policy of 12 kg total for carry on. At KLM ticketing, they did not tell us. And then made us check in the luggage at the gate. They profiled people, my friends. I saw others just went through with 2 pieces of luggage, looked heavier than mine. Be careful if you book KLM. I usually flew Delta and got shuttles to KLM and did not realize. KLM you fooled me once but not twice. I will never fly on KLM again.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHouston to Venice via Amsterdam
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"Would fly with them again"

(United States)

Trip Verified | Delta flight from New York to Amsterdam operated by KLM. Smooth boarding, clean aircraft, refitted business class with full-flat seats. The new design looks simple with some elements like a plastic flower in the lavatory making it look cheap. The cabin crew was attentive and friendly. Decent choice of movies. Food was good (s. photos), nicely presented. The seat was quite comfortable. A nice touch in the end - ceramic traditional Dutch house to collect (a total of 99 models with 1 more coming to match 100 years of KLM history). Unimpressive new design and lack of wifi (in 2019!) are the major minuses, but overall, the flight left a good impression. Would fly with them again.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteNew York to Amsterdam
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"Upgraded with no meal"

(United Kingdom)

Trip Verified | Stavanger to Glasgow via Amsterdam. Upgraded with no meal made to look like a fool. There was no upgrade it was only done as the plane was full. I was degraded then I spent 1 hour on the phone talking the same thing over and over again to get no help. Worst airline I have ever dealt with I would avoid.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteStavanger to Glasgow via Amsterdam
Date FlownOctober 2019
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

"really poor customer service"

(Switzerland)

Trip Verified | Amsterdam to Basel. The online booking procedure is confusing and irritating. There should be a flexibility option available but it simply isn't. The procedure seems to alter, though it is impossible to find out what the alterations depend on. The webchat "support" I just experienced was rather indifferent, in fact, so indifferent that it was borderline rude. The phone support was rather kind and eager to help at first but ultimately also couldn't solve the issue (the phone call went on for over 40 minutes, I quit after having been put on hold for about 15 minutes). Long story short: the KLM booking procedure is a mess, the customer support are clueless and whether or not one can add flexibility to the booking seems to purely depend on chance/circumstance. This all adds up to really, really poor customer service.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAmsterdam to Basel
Date FlownSeptember 2019
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

"Overall a very bad experience"

(Czech Republic)

Trip Verified | Prague to Moscow via Amsterdam on September 23rd. I purchased KLM ticket to Moscow via Amsterdam and have SkyTeam Elite Plus status. When check in for the flight in Prague, I have learned that the flight is codeshare and operated by CSA. Much to my surprise, I have been rejected to check my luggage through to Moscow and was explained, that CSA does not have an agreement with KLM. Therefore, I have to leave the terminal in Amsterdam and drop off my luggage again in Amsterdam. Due to this, I had to cancel my meeting in Amsterdam and have to deal with my luggage rather than with my business. Strangely enough, I have been checked in through to Moscow, unlike my luggage. Both companies are SkyTeam members. I would expect, if KLM is selling flight from Prague to Moscow as one KLM trip, they should also secure seamless transfer in Amsterdam. Moreover, CSA flight is operated by Smartwings. Consequently, you buy ticket to end up in a 2 star lowcost airlines, which does not allow even change your the seat for free. Instead of, I was automatically assigned a seat close to toilets. Overall a very bad experience. KLM should think in terms of customer experience rather than on its 100 years anniversary.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAmsterdam to Moscow
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

"The crew was excellent"

(Finland)

Trip Verified | Bangkok via Amsterdam. I have nothing to complain. The crew was excellent, they spoke perfect English and were always smiling and helpful. Someone behind us had a birthday and they brought her two bottles of sparkling wine, a card and cookies. They served a small warm meal and a muffin+coffee on our journey from Helsinki to Amsterdam which is only a 2h flight. The meals were very nice, pretty standard airplane food.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBangkok via Amsterdam
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
9/10

"Attentive, friendly and cheerful crew"

(Netherlands)

Trip Verified | Booked Oman Air, got KLM. When I checked I saw that this flight booked via Oman Air was much cheaper than booked via KLM, so that might be worth a check. The only disadvantage is that you can't reserve a seat, but that turned out to be no problem at all. Long Q at the automated check in, since in our row only one ground staff member was assisting. In another row a saw a second. Still at the gate within the hour of entering Schiphol Airport. The flight to Muscat makes a stop in Dammam (KSA) on both legs, so the total travel time is around 9 hrs. A330 had good leg room and a wide range of movies. We got a rather tasty lunch and a snack and I counted three rounds of drinks on the outbound flight, which could have been more. Inbound, two nice snacks and a breakfast, which wasn't very good. Plenty of drinks, so that was better. Attentive, friendly and cheerful crew on both flights. You can see that the crewmembers like their jobs. Speaking of that: in the weeks before we flew there were three strikes by KLM ground staff at Schiphol and there were threats of more strikes. The payment conflict still isn't solved, so that might by a consideration to book a different airline when possible. I liked KLM very much but am hesitant to book again, because of the threat of strikes.
AircraftA330
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAmsterdam to Muscat
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"lose the connection to Copenhagen"

(Denmark)

Trip Verified | Valencia to Copenhagen via Amsterdam. I have flied with KLM only three times, a round trip and a single trip, look what happened to me: Copenhagen to Valencia: the flight to Valencia, the flight to Amesterdam is delayed, so we didn't catch the flight to Valencia, 5 hours delay, they even didnt give a snack for compensation; the flight back, they hadn't sent the luggage so they had to deliver it the day after Single journey from Venecia to Copenhagen: I was with my family so I prefered to get KLM instead of going to Milan and get a direct flight, KLM was an expensive option but I preferred for the comfort of my parents, I also said ok my previous experience was just a coincident, and here I am, again the flight to Amsterdam is late, so we lose the connection to Copenhagen and we will be late for 3 hours, in three hours I could have gone to Milan and then take a much cheaper direct flight
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteValencia to Copenhagen via Amsterdam
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no