KLM Royal Dutch Airlines

Not Verified | KLM guaranteed our Priority bags would be on our newly booked flight after delays caused us to miss our connecting flight from Amsterdam to Oslo on July 19th, 2023. We were headed to Longyearbyen to board a boat on July 20th. Our Priority bags never made it. As a result when we finally made it to Longyearbyen where we had to spend nearly $2000 USD to replace much of our baggage for our trip above the Arctic Circle. Upon our return from the trip we filed a baggage claim with KLM in an effort to recover some of the cost. At the point of submitting the claim we were told to expect delays in processing due to a large volume of claims. Eventually we were contacted by KLM and given notice that because our claim was not submitted within 21 days after the incident they refused to address the claim. We were 4 days late and had no idea of this requirement. KLM refused to do the right thing and I surmise that because we are not million mile travelers with KLM they had nothing to lose by rejecting the claim. Suffice to say we will avoid KLM in the future.

Not Verified | Our flight was diverted from our original airport. KLM made no contact with us to tell us what was going to happen. They just left us hanging at 3am. They were provided three telephone numbers and three emails to contact us and KLM never made contact. I tried to call KLM but the phones went too fast busy. Because of them my family missed two days of my tour and had to purchase new flights on an alternate airline to get to my destination. When I finished my tour I stopped at KLM at Johannesburg airport and talked to the manager that made the decisions on the night we were diverted. He said the reason the phones were not answered was because there were hundreds of passengers and only 5 KLM staff so they took the phone off the hook. He promised KLM would make it right and I was to file for compensation. This is the response I received from KLM - However, your full itinerary started and ended in countries that are outside the European Union. The European Court of Justice has ruled that the legal compensation set by the EC Regulation 261/2004 does not apply to such an itinerary. Therefore, I cannot respond favorably to your request. - So they did not do as the manager promised and they decided rather then make things right they will just treat the customer like garbage.

✅ Trip Verified | Terrible experience. I have travelled extensively and with many airlines and KLM is by far the worst. My trip back to LA started with a cancelled flight for which none of the passengers were even offered any accommodation or even a food voucher. It has been 3 months since my trip and after extensive calls/emails they still declined to compensate me for the accommodation, food, and transport expenses due to the cancelled flight. I would have been fine with that as things do happen and I like to think of myself as an understanding person, however, upon arriving to LAX, I found out they lost my luggage. Whatever, I thought, it happens, it will arrive and I'll just pick it up. Thankfully I also had an AirTag inside so I saw where it was at all times. Well it was in Amsterdam for 3 months. I have probably called them more than 30 times to check on the status and racked up a bill of over $100 for this, they were extremely unhelpful and spilling empty words to reassure me. Finally, after 3 months, I decided to fly out to Amsterdam (paying out of my own pocket) and pick up the luggage myself since they obviously were not doing anything about my case even though I knew it's exact location. Come to find out, I get to Amsterdam, find the luggage, open it up, and someone had stolen my stuff - it was extremely disappointing finding out that some lazy loser decided to take the things I worked hard for.

✅ Trip Verified | KLM's customer care is useless. When it good, it's good. But if you have any sort of issue with your KLM flight is like dealing with some low cost airline. Their customer support agents can't help you with anything, I'm not even sure why they are still employed and why they are willing to put themselves through it. I got refunds rejected with no details, just "because it does not meet the criteria listed on the website" with no additional details. They have an army working at Schiphol, but only a handful of agents at the customer support desk that would have to help hundreds of travellers in case of any issues. Their in-flight services are also just a tad above low cost. KLM just gives you the vibe of a has-been airline. Complacent employees, complex services, and they have the attitude they make you a favor by taking your business.

✅ Trip Verified |   My experience was a nightmare. After having a poor experience, some years ago, I decided to give KLM another chance. My first flight was in July from Paris to Manila via Amsterdam. It was “OK,” but nothing to write home about. In August I was traveling to Athens with my family when a flight was changed and I was shuffled to KLM in order to be able to connect with an ongoing flight to a Greek island from Athens. On boarding in Paris, we were told that my granddaughter’s infant seat could be used on the plane. However, when we got to the plane, the infant seat was basically seized and we were told that it had been gate checked. It was not. It did not arrive in Athens for three weeks. Moreover, the other five suitcases that we had checked did not arrive either. It was exasperating, because we had rented a large space and were expecting seven other people to join us the following day on the island. Although I realize that “it is what it is,” the baggage experience with KLM was crushing, really depressing. Although we were late for our connection to the Greek island because of the lost baggage, which required filing immediate claims, KLM refused to cover any expenses of our overnight stay at a hotel. After we arrived on the island of the following day, which required buying five new tickets, the telephone numbers and email address provided by KLM to check our baggage never answered one single inquiry, and there were many – more than 10. We finally found the baggage ourselves, because my son was traveling with an Apple AirTag. However, we could not inform KLM of that because no one was answering either phone or email. We finally received five of the suitcases on the fourth day of our trip, and the infant seat on the last day of the trip, weeks later. If there had been even the slightest caring message, or concerned response from KLM, I would not be writing this review, but throughout, the KLM response was shameful. I will never fly that airline again.

✅ Trip Verified | KLM City Hopper AKA regional route. With low expectation of the KLM crews based on previous experiences, flown with Rude and arrogant crews. It surprised me with the smile on their faces on a short hop to the German's capital so does vice versa. Booked economy fare and upgraded to economy comfort with extra leg room seats that was done few hours prior to departure as Skyteam Gold holder's entitlement. Both Flights were smooth. Non-english speakers just be prepared to be lost in translation when hearing KLM's announcement as they only do it in English despite it's a Dutch flag carrier. Lounge at Schengen gate is great. KLM is now recommended although the 10 Euros booking fee per booking is still exist even though booked on KLM's website.

✅ Trip Verified | It was a flight operated by KLM Cityhopper. It is however much lower comfort compared to same route operated by KLM using Airbus/Boeing planes. 1h delayed flight with poor ground force communication. Tight space even in business class, having to share personal space with person seated next to me. Crew always very friendly as usual high standard KLM service.

✅ Trip Verified | One of the few airline still respecting scheduled times. Crew extremely helpful and kind. Good variety and upper quality food. Sodas and snacks were available all flight long

Not Verified | KLM is becoming one of the world's worst. Cancelled the 13:30 flight from Ncl to Ams for allegedly 'bad weather' 2hrs before the flight (we were at the airport), then they booked us on another flight (17:30) same day and as a gesture of goodwill they offered an upgrade then whilst at the airport. 2hrs before sent an email booking us the next day and when we called then, they said both bookings were an error, booked us on a different flight and believe it or not, the 'goodwill' upgrade offered was withdrawn.

Not Verified | I seem to be yet another KLM patron that has had to endure the nightmare of lost luggage. In my case both my wife and my own luggage was lost for almost 40 days. The entire duration of our European holiday. KLM were not interested at all in the lost luggage but rather told me I had to deal with "Swissport" the luggage handling company. Swissport rarely answer their support phone line and never respond to emails sent to their support team. Over a three week period I attempted to contact them over 20 occasions, having received 3 responses. Impossible and frustrating. After 31 days the luggage was considered lost and I was told by Swissport that they would no longer help me find our luggage. I was told to raise the problem with KLM. The nightmare continued KLM as you try to engage with a support representative. Eventually when KLM are ready to engage with you, you will get to communicate with a support person and progress is made. After the frustration, delays, misinformation and time wasting your case will get closed with most (in my case not all) of your claim being satisfied. Good luck if you loose your luggage on a KLM flight