KLM Royal Dutch Airlines
Reviews and Complaints

Dear KLM Customer Service,
I hope this message finds you well. I am writing to follow up on a complaint I lodged regarding the damage to my baggage during my flight from AMS to DXB on October 12, 2024 (ticket number: [protected], Booking 6CNBJo).

Upon my arrival at Islamabad International Airport, I discovered that one of my bags was completely torn, and the other was partially damaged, with a broken wheel. Additionally, several important items inside the torn bag were damaged as well (including some gifts that were purchase for my wife). I reported the issue to an officer at the airport, who provided me with a form (a copy of which is attached), and I was informed that I would receive further communication from the airline within a few working days. Unfortunately, I have yet to receive any updates.

Given the significant damage to both bags and their contents, I kindly request compensation of 600 USD to cover the cost of replacing the unusable bag, repairing the second bag, and replacing the damaged items, including some gifts that were purchase for my wife. For your reference, I have attached images of the damaged bags.

I appreciate your attention to this matter and look forward to your prompt response.

I had a bad experience during my recent flight from Brussels to Hong Kong on 11/02/2023. The flight was canceled on short notice (just 16 hours before departure). Then I was told that they put me on another airline's flight (Emirates). During the check-in process with Emirates, I was unexpectedly charged 237 euros for the checked luggage. It is important to note that I had already paid for both departure and return checked luggage when booking my original ticket with your airline.

Then I asked KLM for a refund, but they said the baggage I had paid would not be transferred on another flight. The issue is they canceled the flight, but the customer had to bear the cost due to flight cancellations. If they hadn't canceled the flight, I wouldn't have had to pay another fee for checked luggage. What is even more annoying is that the checked baggage I paid from KLM was not refunded to me even though I didn’t use it because the flight was canceled.

I and my family have been a loyal klm customer for over twenty years.
During the pandemic l was unable to fly and have lost our miles
I am now in a position to fly again and wish to have our miles reinstated.
Our number are.
Wendy Johnstone [protected]
Robert Johnstone [protected]
We are going to be booking international flights for 5 adults in the coming weeks and would love to continue our relationship with klm.
I do hope you can help.
Wendy Johnstone

I was scheduled to fly BOS to AMS flight KL 6095 October 8, 2023. My flight was scheduled to depart at 5:15 pm with a connection to OPO, flight 1711October 9 2023. After multiple delays, we were able at 10 pm to get rescheduled on a BOS to Lisbon flight which left at about 11:30 pm with a connection to take us to Porto. On arrival in Lisbon, our flight to Porto was cancelled and rescheduled for the next day. We purposefully scheduled these flights to connect with a hiking tour. We then cancelled our next day flight after talking with customer service who offered no options for any travel onOctober 9 toPorto.and suggested we cancel. We finally took a train to Porto at our own expense as well as a cab to the train station.

This was an horrendous way to start a trip…….. what can you do to make this better?

On September 26 I flew one way Business Class on flight #KL1642 with KLM from Florence to Edinburgh via Amsterdam. I was left behind at takeoff from Amsterdam after being delayed in Customs. On the later flight I didn't receive my luggage and for the next 3 days I phoned KLM at [protected] speaking with Warren then Maya, then Marcus, then finally Jess on subsequent days. All assured me that the luggage was being searched for, but assured me that KLM would reimburse me for necessary items and I should keep the receipts. I finally went to John Lewis and bought a few necessary items and a small suitcase for the return to NYC. How do I send these receipts. The total was around 200 BP.

Flight reference: PAZAN8

I am trying to submit my baggage claim. However, KLM site keeps saying 'something went wrong'. Please take this as proof of claim submission. If you could also forward this claim utilizing information below to this email.

I would like to express my serious concerns on the way our flights and baggage has been handled and delivered.

Initially our KLM flight on 19th July from AMS to DMM was cancelled. We had to stay overnight in Amsterdam as there were no alternate flights available. This made some serious implications on my work place.

Secondly, once we arrived in Dammam via Turkish air on the following day, our entire luggage (11 bags in total) was missing. Since I have started a new job in Dammam, I had paid approximately $1000 USD towards additional luggage cost in order to bring the entire household. This was only to find out that the entire baggage has been left in Amsterdam. After 2 days of waiting, only 4 bags arrived. After another day of waiting, the remaining 7 bags arrived. I had to pay two additional trips to the airport to collect my luggage. In addition, I had to pay several trips to the market to buy basic essentials for family and children.

My third issue, when the baggage arrived, 3 out of 11 bags have been damaged to the extent they are not usable anymore. Refer to the attached photos. All three have got holes all the way through. Seems like they have been badly handled on some sharp surfaces or corners.

I have attached the photos, receipts, and the associated costs I would like to claim for. Should you require, I would be happy to provide any further information in support of my claim.

Feel free to contact me directly on my mobile below.

+[protected]

Regards,

Dr Arfan Ali

I am writing to express my deep concern and frustration regarding the mishandling of my luggage during a recent flight with KLM from Kigali to Paris. It has been two weeks since my luggage went missing, and despite my numerous attempts to seek assistance from customer service, I have not received any response or resolution to this matter.

To provide some context, my husband and I traveled from Kigali to Paris on 7/11/23 with Booking Code 2IXNQG. The tag #’s are KL350714 and KL350733.While my husband's bag was thankfully delivered to our home last week, arriving via KLM from Kigali to Boston, my luggage has yet to be located and returned to me. This unfortunate situation has had significant consequences on my health and well-being.

In my lost luggage, I had crucial medication that I required due to a Foodborne illness I contracted in Africa. Regrettably, without the necessary antibiotics that were in my bag, my condition worsened, and I was left with no choice but to seek medical attention at the emergency room of a hospital in Paris. This unfortunate incident not only compromised my 60th birthday celebration trip but also led to additional medical expenses and an overall disappointing experience.

Moreover, losing my luggage has resulted in financial losses as well. I had invested in a wardrobe for this special trip, and now all those beautiful clothes are irretrievable. Additionally, several scheduled sightseeing activities had to be canceled as I did not have the appropriate attire to wear. This has not only caused inconvenience but also left me feeling devastated, as it was meant to be a memorable celebration that has now turned into a distressing experience.

At this point, I urgently request a prompt response and action from KLM regarding the recovery of my lost luggage. The bag contains not only clothes that hold sentimental value but also irreplaceable souvenirs made by a tribe in Uganda. These items are of great significance to me, and their loss adds to the emotional distress caused by this entire situation.

I implore KLM to take this matter seriously and undertake all necessary efforts to locate and return my luggage as soon as possible. I understand that unforeseen circumstances can occur, but the lack of communication and resolution from the customer service department has been deeply disappointing.

Please treat this matter with utmost urgency, and kindly keep me informed of any updates regarding the status of my lost luggage. I eagerly await a satisfactory response from KLM, including a plan for retrieving my belongings promptly.

Thank you for your attention to this matter. I hope that with your assistance, we can bring a resolution to this unfortunate situation and restore my faith in the service provided by KLM.

I am attaching a picture of my husbands luggage tags that were on his bag when it arrived at our home last week.

Dear sir, Madam,

I booked on the klm website a business class flight with KLM from Amsterdam to MELBOURNE for me and my wife.

Only after I had paid it appeared that the part Singapore to Melbourne (Jetstar) had no business class.

It took about 5 hours on the telephone with KLM for my wife to find a suitable solution, the more because we also carry golfbags and that would cause serious problems on the flight to Melbourne if we would fly economy.

The only suitable solution is now to fly to Den Pasar, book a hotel there ( for my own costs) and fly the next day with Jetstar business class to Melbourne. We accepted that offer as the best alternative.

So apart from the time invested in the calls to klm and the telephone costs, it costs us a hotel room in Den Pasar and we loose a day of our stay in Australia.

Your website is misleading because it never mentioned that part of the full trip was not business class !

I must say that particularly John ( nr 1247) and Kim have been very helpful on the KLM helpdesk/phone, but that does not take away that I think KLM should adapt its website in this respect and I would think that it only would be fair to compensate my wife and me for all the extra trouble caused by the booking. I would say that compensation in FB points for instance might be acceptable.

I enclose our original ticket and the adapted one via DennPasar for your information.

I hope to hear from you soon.

Best regards

Ronald Vles

[protected]

Original ticket :

Boekingscode: QGKOBT

KL0835 - Vliegtuigtype: Boeing 777-300ER

Reisklasse: Business Class

maandag 29 januari 2024, 21:10 - 16:25 (D+1)

Amsterdam, (Schiphol Airport)

Singapore, (Changi Airport)

Overstaptijd: 04h35

JQ0008 - Vliegtuigtype: Boeing 787-8

Reisklasse:

dinsdag 30 januari 2024, 21:00 - 07:20 (D+1)

Singapore, (Changi Airport)

Melbourne, (Tullamarine Airport)

JQ0007 - Vliegtuigtype: Boeing 787-8

Reisklasse:

zaterdag 2 maart 2024, 13:00 - 18:00

Melbourne, (Tullamarine Airport)

Singapore, (Changi Airport)

Overstaptijd: 07h40

KL0836 - Vliegtuigtype: Boeing 777-300ER

Reisklasse: Business Class

zondag 3 maart 2024, 01:40 - 08:30

Singapore, (Changi Airport)

Amsterdam, (Schiphol Airport)

Is uw boeking onjuist? Neem dan contact met ons op.

Revised ticket :

Vlucht naar Denpasar





maandag 29 januari 2024 - 21:10

Amsterdam, Schiphol Airport, AMS

KL0835 | Uitgevoerd door 

World Business Class | Boekingsklasse: D

Stoel: 04K

dinsdag 30 januari 2024 - 20:30

Denpasar, Ngurah Rai Airport, DPS



KL0835 | Uitgevoerd door

2 x ruimbagage

max. 158.0 CM | 62 in (L+W+H)

Totaal max. 32 KG per stuk



2 x handbagage

max. 55 x 35 x 25 cm | 21,5 x 13,5 x 10 in

1 x accessoire

max. 40 x 30 x 15 cm | 16 x 12 x 6 in

Totaalgewicht: max. 18 KG

Status: OK / Niet geldig voor 29/01/2024 / Niet geldig na 29/01/2024

Vlucht naar Melbourne





woensdag 31 januari 2024 - 12:55

Denpasar, Ngurah Rai Airport, DPS

KL3532 | Uitgevoerd door 

JETSTAR

Business Class | Boekingsklasse: D

Selecteer uw stoel

woensdag 31 januari 2024 - 21:25

Melbourne, Tullamarine Airport, MEL



KL3532 | Uitgevoerd door JETSTAR

Ze 2 x ruimbagage

max. 158.0 CM | 62 in (L+W+H)

Totaal max. 32 KG per stuk



2 x handbagage

max. 55 x 35 x 25 cm | 21,5 x 13,5 x 10 in

1 x accessoire

max. 40 x 30 x 15 cm | 16 x 12 x 6 in

Totaalgewicht: max. 18 KG

Status: OK / Niet geldig voor 31/01/2024 / Niet geldig na 31/01/2024

Vlucht naar Singapore





zaterdag 2 maart 2024 - 13:00

Melbourne, Tullamarine Airport, MEL

JQ0007 | Uitgevoerd door 

JETSTAR

Business Class | Boekingsklasse: D

Stoel: 02A

zaterdag 2 maart 2024 - 18:00

Singapore, Changi Airport, SIN



JQ0007 | Uitgevoerd door JETSTAR

2 x ruimbagage

max. 158.0 CM | 62 in (L+W+H)

Totaal max. 32 KG per stuk



2 x handbagage

max. 55 x 35 x 25 cm | 21,5 x 13,5 x 10 in

1 x accessoire

max. 40 x 30 x 15 cm | 16 x 12 x 6 in

Totaalgewicht: max. 18 KG

Status: OK / Niet geldig voor 02/03/2024 / Niet geldig na 02/03/2024

Vlucht naar Amsterdam





zondag 3 maart 2024 - 01:40

Singapore, Changi Airport, SIN

KL0836 | Uitgevoerd door 

World Business Class | Boekingsklasse: I

Stoel: 04K

zondag 3 maart 2024 - 08:30

Amsterdam, Schiphol Airport, AMS



KL0836 | Uitgevoerd door

2 x ruimbagage

max. 158.0 CM | 62 in (L+W+H)

Totaal max. 32 KG per stuk



2 x handbagage

max. 55 x 35 x 25 cm | 21,5 x 13,5 x 10 in

1 x accessoire

max. 40 x 30 x 15 cm | 16 x 12 x 6 in

Totaalgewicht: max. 18 KG

I flew on flight KL6025 from Boston to EDI on 1 July 2023 (Booking Number SSONQN), The flight was operated by Delta. My bag did not arrive (Bag Tag # B6800108). I filed a baggage claim that day at the Swissport desk at EDI. Finally received an email with a reference number (EDIKL43417) on 5 July. My baggage NEVER arrived my entire vacation. I am home. I have never received contact/communication- only online updates. On 16 July the update said they found my baggage in EDI and it would be sent back to BWI (my original airport) on 16 July on flight DL209 from EDI to JFK (arrived 12:42 p.m. at Terminal 4 Gate B28), then flight DL5304 from JFK to BWI (this flight was cancelled).

I have called KLM numerous times to get an update. There are very sentimental items in my bag and I am concerned about it being lost again, the lack of communication from KLM (no word or update since 16 July) combined with the lack of compassion, lack of urgency and their inability to tell me where my baggage is after 20 days is unacceptable. I was so happy when they said they found it, now it is hopelessly lost again. I wish to be contacted by someone at KLM who can elevate my concern. I have called them numerous time and they are not helpful. Delta was helping me but now they say KLM closed out the claim and they can no longer see the tracking.

I still do not have my bag. I submitted an inventory and no one has even acknowledged that or communicated with me, so I filed a complaint (C-6587059). Again, no response or communication from KLM about the complaint. I have things in my bag that I have been without for 20 days. It spoiled my vacation. KLM just does not care

It is a blue 28 inch bad (photo below) with a bright yellow luggage tag that says "Thomson Reuters" and a TSA lock as pictured below.

On Sunday 4 June I opted for a mile and money upgrade. This was completed online and as I approved in my banking app the KLM site crashed. I waited 10 minutes to see if it went through. I saw nothing and then phoned KLM customer service. I was told that the miles and payment option was not available and I would have to pay. As no money was gone from my account at this time I bought the upgrade. When the transaction was complete the original transaction also went through. I immediately called KLM and they said they cannot do anything and I have to lodge a complaint to get my mile and initial money back. I stated that they should honor the first payment of around 700GBP and 89000 airmiles and they said no. to date I have had no repayment or either my 1200gbp for the upgrade or my 700gbp and the airmiles. the date today is 17 July!

We flew to Florence, arriving on June 28th. Arriving into Schipol on Delta flight 164, connecting on KLM 1643 to Florence. We had three checked bags, none of which arrived. In fact, what was strange, no one on our KLM flight to Florence received their luggage, which I would have thought would have been odd to the pilots that there was no luggage loaded on the plane. It has been two days now and we have been calling everyone we can just to hear they are still trying to locate our bags. We did file a report with file reference FLRKL29452.

We have Airtags inside the bags and can see them sitting in an area that shows as C-Pier in between Gates E & F at Schipol. I have told them that and asked that someone go there and check, to get them delivered to Florence, but no luck with that. We are on a two-week vacation in Italy and would really love to have our luggage. Could you please help with this, it is very frustrating as you can imagine. They tell us to just buy new stuff, however that is not that easy in Italy as we are larger people and all the clothing in Italy is for smaller people.

I attached photos of what the three bags look like.

We arrived in Amsterdam 9June2023 from Atlanta, Georgia USA and were booked by Delta Airlines. W, my wife and I, were to make a connecting flight to Venice, Italy. We were to arrive in Venice at approximately 17:00. My wife and I are elderly and were walking as fast as we could. We needed to go through Passport Control in order to make our connecting flight to Venice. There were possibly 150 people in the line. After we exited passport control we rushed to our gate only to be told that the plane departed. We went to customer service to request a written verification explaining that we missed our connection. I needed this document to submit to our travel insurance company. The individuals at the customer center would not do this for me. I did not want any compensation from KLM but just some help. We did depart Amsterdam at approximately 21: 20. When we arrived in Venice we were the last aircraft to arrive. We stayed at the airport that night. Finally at 07:00 we took a bus to the train station. We lost a night at our lodging at our expense.

My husband checked in at the KLM desk around 8.05am the young lady whose name I didn't get but didn't think it was manners to be chewing gum whilst speaking to you.

At 8.15 my husband bought his £10.00 airport charge ticket and went to get his flight admittingly there was a large queue as a TUI flight was going out my husband who wears hearing aids did not hear anyone asking if anyone was going to Amsterdam and to get to the front. By the time he got through security they had closed the gate and he missed his flight .He was handed a card and told to ring KLM customer services.

We had a return ticket for the following Tuesday June 13th so I tried to book another seat on the following day this was impossible.We headed back to Norwich but there was no one at KLM to talk to I tried on the phone and was told it would cost over £500.00 to book.What I was not told was the return ticket had been cancelled as he was classed as a no show.

I had to pay again for another return ticket coming back on the Wednesday as the Tuesday fare was now over £600.00.Customer services at Norwich airport moaned they had not had a break and could not offer any advice.They could see that we were stressed my husband was desperate to get to Holland as his brother had become gravely ill and was asking for him.

You pay a high price to fly from Norwich to Holland with KLM but the service in Norwich leaves a lot to be desired.

The return flight was delayed and I sat waiting with an elderly lady on her own who was waiting for her flight back to Amsterdam she was there over two hours on one of the hottest days of the year waiting to go to departures and asked me why everything was closed you can't even get a drink of water .I was just totally disappointed by the lack of humanity luckily my husband managed to get to his brother on time and we had to bite the bullet over the cost but I feel it was very unfair not to let him use the return part of his ticket and the staff at Norwich airport are sadly lacking in customer service with the exception of the parking services who gladly returned my parking fee.

I, Harcharan Singh resident of Patiala-147001 (Punjab) booked two tickets with KLM site for New Delhi to Vancouver (British Columbia, Canada) on 06-10-2022 for journey dated 14-05-2023 in the names of Harcharan Singh and Jatinder Pal Kaur (husband and wife).

We were allocated and advised Ticket Nos.[protected] in the name of Harcharan Singh and Ticket No. [protected] in the name of Jatinder Pal Kaur for Flight no. AF0225 dated 14-05-2023 via email dated 06-10-2022. As we both are facing knee problem and to have convenience and relief during this long journey. We had also booked extra leg space seats, under seat options, by paying Rs.4428-00 and Rs.6063-00 (Rs.10491.00 each Total amount Rs.20982-00) for the flights from New Delhi to Paris and Paris to Vancouver and were also allotted and advised seat No. 30J and 30H for Harcharan Singh and 30L and 30H for Jatinder Pal Kaur for flights from New Delhi to Paris and Paris to Vancouver respectively .

On 13-05-2023 at the time of check in at IGI airport New Delhi we were informed by the dealing official of Air France counter that no above booked ticket numbers are showing in their system where as soft, hard copies of tickets and emails were shown to the dealing officials.

After long discussion with the officials we were forced to wait for another four hours at IGI airport New Delhi and were arranged to fly through KLM flight No.KL872 leaving by 3.55 a.m. on 14-05-2023 from New Delhi to Amsterdam and KL681 from Amsterdam to Vancouver .

We have booked tickets well in advance with extra seat options for our convenience by paying extra fee but travelled with lot of inconvenience through out the long journey and got mental agony at New Delhi and through out our journey with KLM….. a bitter experience.

Air France failed to provide service not only by paying by us full payment in advance hence deficient in services for no fault of us and got mental torcher .

You are requested to refund the extra seat charges i.e.Rs.20982- for which we got no service rather mental torcher. You are further requested to compensate us with Rs. 50000/- along with extra seat charges paid without any service.

Harcharan Singh

Email:- [protected]@gmail.com