KLM Royal Dutch Airlines

✅ Verified Review | My customer journey with KLM left an incredible impact that marketing specialists can only dream of. It kept going on for over a month longer than my actual journey with KLM and created a number of lasting memories. The actual journey, however, never quite unfolded its full potential like a butterfly that's stuck in his cocoon. What a shame, I've heard many others say that KLM is a great airline. I can only verify this partially as out of the 4 flights I booked with KLM, I ended up only taking one. Here is why: One day before my departure from Berlin to Osaka, I received news that my connecting flight from Amsterdam to Osaka was cancelled. During the darkest hours of the night, some courageous customer service worker managed to put me on a Finnair flight which turned out to be a more than decent replacement. However, my chance to experience the Dutch Air Hospitality that KLM is renowned for was delayed. Talking about delayed, let me tell you the story of my flight home. The long haul from Osaka to Amsterdam was the only one out of the 4 KLM flights that I ended up taking. Once you manage to actually catch a KLM flight that's not cancelled, you receive warm and friendly service by the crew, decent-tasting food and a wide range of the latest cinematic enterainment options plus games and series. They even had some automatic kind of window blinds that turned the windows into a dark shade of blue (instead of the typical plastic blinds you get). This was very nice. I only wish I'd stayed up in the air for longer because as soon as we touched down in Amsterdam Schiphol, the chaos resumed. My flight to Berlin-Tegel was cancelled and I had to search for a replacement along with the numbers of other passengers who experienced a similar fate on that day. I arrived at Schiphol at 2 pm. The following hours included: me waiting in line - me being booked on a Lufthansa flight - being sent back from Lufthansa boarding because my name didn't get forwarded to Lufthansa - waiting in line again - being put on the waiting list for the KLM flight to Berlin later that evening - being sent back from boarding again because I didn't make it off the waiting list into the plane. Gotta mention that the customer service at Schiphol was very helpful the whole time, going through all possible options with me (I was disappointed that a rental car wasn't one, though!). You should have seen the look on the lady's face when I came back after the second failed connection around 9 pm. After 7 hours of from-A-to-B at Schiphol I resigned and agreed to a train connection the next morning and a hotel stay. These worked out. Unfortunately, my backpack got stuck in the loop at Schiphol and couldn't be given to me while I was there. It had to be claimed as "missing" and mailed to my address afterwards. Turns out the claim became real. My backpack really went missing and I had to wait 3 more weeks for it until receiving basically my whole wardrobe and souvenirs. Now that I am writing this, the compensation for products I had to buy as replacements for my delayed baggage has finally been paid (without problems) and I feel like my soul is finally at peace with this adventurous episode of being a KLM customer. When time has done its job mending the wounds, I will not hesitate to give KLM a second try. Looking forward to this future experience, a part of me hopes for another story to tell. Most of me however just hopes for a journey without the complications of this one.

✅ Verified Review | Amsterdam to Dar es Salaam return. First time with KLM and a very good surprise. Boeing 777 aircraft looks pretty new and offer great leg space in economy. Entertainment system was good as well with plenty of new movie. Staff was very helpful and polite. Food was ok. Will fly again with KLM.

✅ Verified Review | Amsterdam to Billund. This trip was made in conjunction with the phase out of the Fokker F70 in KLM Cityhopper service. I deliberately booked this flight as a last salute to one of my favourite aircraft in which I logged almost 150 flights in the last 10 years. The outbound flight from Amsterdam to Billund was with a KLM mainline Boeing 737, nothing special, on time departure and arrival with the standard onboard service of a coffee and a snack. The return flight, in this case the very last Fokker 70 flight from Billund to Amsterdam ever started as a complete let-down at the gate, business as usual, just a bunch of absolutely unfriendly gate agents. However when boarding the aircraft everything changed totally. The aircraft cabin was decorated with little flags and once all passengers boarded, the captain entered the cabin and welcomed all passengers and explained why this flight was a special event. It was also the entire crew's last flight on the Fokker 70. Upon departure to the main runway we received a water salute from the Billund fire brigade, followed by a very powerful take-off and a low-level bye bye pass over the airport. Onboard service during the flight was standard but the cabin crew did everything to make the flight memorable, well done! Landing in Amsterdam was on the rarely used Eastern runway which is the runway used in the past by the Fokker company to test fly and deliver their aircraft to their customers. Upon disembarking all passengers were personally greeted by the captain and both cabin crew. We will miss the faithful little Fokkers!

✅ Verified Review | Lisbon to Amsterdam. I never thought you could fit this many passengers on a 737, even EasyJet doesn’t pack them in this tightly. Seats are cramped and tight, also, no in-seat monitors, as a matter of fact, no monitors at all and also no onboard entertainment via WiFi nor any WiFi for that matter. The APU wasn’t turned on until 5 minutes prior to departure time and even though it was a 5 am departure, the aircraft was stuffy and hot. Given the tight seating, I was expecting a barebones service. This, however, was not the case, the in-flight service was outstanding. For breakfast, they served a tasty omelet sandwich. Service was fast, friendly and efficient, KLM unlike their American counterparts manage to serve the food and drinks at the same time. A+ for service and food, C for comfort and seating in general.

✅ Verified Review | New York to Berlin via Amsterdam. KLM lost luggage. Customer service was beyond useless almost automated with no sense of practical approach. My mother’s luggage was lost for more than 45 days but I went directly to TXL airport and some nice personnel took the time to search the database and identified the lost luggage with on hand number. I contacted KLM that I found the luggage and if they could help me/ let me know how to retrieve it. KLM customer service pretty much said we do not care get lost. KLM does not assist in retrieving the luggage and returning the property to its owner.

✅ Verified Review | Manchester to Antananarivo via Amsterdam. My new husband lost his passport 2 days before our wedding, 5 days before flying to Madagascar. After a  passport office appointment they said it would likely be done by Mon/Tues when we were meant to be flying Monday. On Monday we were home waiting for the post hoping the passport would arrive before our evening flight that we booked with lastminute.com (spoiler alert, it didn't.) First thing we rang lastminute.com  to ask the costs for changing flights and get advice on the best options if it didn't arrive, after being on hold for a whole 60 minutes they said not their problem they wont help and we need to ring KLM . So we rang KLM and the first person said they didnt know how much but it wouldn't be a problem to change and they would email the details through, so we waited a while. Then rang KLM again who said not sure whats happening but they would email again, then they of course didnt. Then rang KLM again who said not their problem we should ring last minute.com Long story short we bounced between lastminute.com and KLM and not a single person we spoke to would help us or point us in the right direction. Now we treated ourselves with an expensive holiday for our once in a lifetime honeymoon but we are by no means able to just throw money away, and as noone would help after 6 solid hours of ringing people, we drove to manchester airport to see if anyone on a desk there would help. Turns out as i stand there making a fool out of myself sobbing my eyes out at the KLM desk they won't help us either and told us to ring the KLM number. So I had to make a decision, as we were unable to see if our flights could be changed to another day for a reasonable cost and in a panic of not being able to afford new flights for both of us I checked in myself and left him behind to sort this mess, in the end he just had to buy completely new flights, which also meant he couldn't fly back with me. I appreciate this whole mess was caused by a stupid mistake of my husbands, but seriously how hard is it to talk to someone about a change of flight . And even if it isn't something you can help with, how hard is it to not lie and say you will help but then don't, or even how hard is it to treat people with a little empathy and kindness. Every single person i have had to deal with from KLM, from the phone, helpdesk, check in desk and flight attendants were rude and looked like the last thing they wanted to do was do their job properly. And on the way back our bags were lost and every person dealing with that was equally unhelpful and rude.

✅ Verified Review | DXB-AMS-UIO and GYE-AMS-DXB. Dubai to Quito and Guayaquil to Amsterdam, 3 legs in B777-200 and last leg in B777-300. It is the first time I have travelled with KLM and I must say it won’t be the last. I am really impressed with the quality of everything: fantastic clean aircrafts, comfortable seats, leg space which is the largest in the industry I believe for economy class, very experienced Pilots with smooth take offs and landings (in the Andes Mountains to be specific) amazing entertainment with Arabic movies and Halal food options on the Dubai legs, but most important I have to praise the flight attendants. They might be mostly above the 45 age range but they were all very active throughout the 4 legs I had with KLM, even the 12 hrs flights and they handled the situation of the delay due to the technical error with a lot of experience and patience and never showed any attitude to any passenger even the Humble Andean old ladies sitting next to me. They were very friendly and helpful especially to me to make me catch my connection in Amsterdam and they let me go first off the plane. They kept me informed about my Dubai flight situation. Even when my luggage didn’t make it to my Dubai flight the situation was handled in a very professional way. I arrived in Dubai and headed to the lost luggage desk to be surprised that the agent was emailed by KLM about my luggage situation and informed me that my luggage would be delivered on the next flight which was emailed to me as well by the airline. My luggage arrived safely and was delivered to me followed by another apology email for the incident. No wonder KLM is the oldest airline still in service and celebrating 98 years. Thank you KLM for making my birthday trip across the Atlantic so memorable and unforgettable and you will be my airline of choice for the future.

✅ Verified Review | Amsterdam to Copenhagen. Really nice airline, great service. Everything was clean in the aircraft also the staff was very friendly and on-time. The KLM app also worked great with checkin and had all the information I needed for my flight. Next time I am flying again with KLM.

✅ Verified Review | I called KLM customer service in Canada to make sure that they will take my pet in cabin from Edmonton to Dublin via Amsterdam, and they confirmed over the phone that they will, all the way to Dublin. So of course I booked the flight and submitted all information about my pet, and was ready to go. One week before flight I sent facebook message to KLM to make sure that all paperwork is in order. They didn’t answer right away, so the next morning I received a message saying that they are not taking my pet in the cabin from Amsterdam to Dublin because they are not approved carrier and it's only possible in cargo, which I understand but don’t understand why they never said anything while I was booking my flight? I was very disappointed, had to change all plans, rebook hotels etc. When I called customer service for explanation I did not receive any answer and they didn’t even know what i’m talking about, being very rude. Flew KLM many times and always had good time, but this situation is absolutely crazy. And what’s bothers me the most is how rude and unhelpful is customer service over phone in North America.

✅ Verified Review | Birmingham to Munich via Amsterdam. Efficient and very helpful re-booking (even on a different airline) after cancelling due to high wind. I got a text at 5pm the evening before my flight (original booking 11.20am next morning) to say that my flight had been cancelled due to high winds at Schiphol (Amsterdam); obviously there will have been a lot of planes affected and thousands of passengers so I was anxious about how I would get to my niece's wedding! I sent a personal message on Facebook (couldn't get hold of them any other way - all lines busy etc, not surprisingly) asking if there was any chance they could put me on the Lufthansa flight at 10.40am (direct, so avoiding Schiphol altogether); there was no reply by the time I went to bed but I awoke to a text message at 6.45am saying they had rebooked me on the direct Lufthansa flight to Munich as requested! I was totally amazed but really really pleased, and am very grateful to them. I am so glad I wasn't booked with a less reputable airline who would have offered bus/train vouchers instead and generally done as little as possible until forced to by the powers that be.