KLM Royal Dutch Airlines
Reviews and Complaints

Do not use KLM ever! Below is a copy of our self-explanatory email sent to CEO of KLM on 9/17/17 and when no RSVP sent again on 9/21.
To date we still have no rsvp! Not even the courtesy of an acknowledgement so we filled a complaint with USDOT:

Sent: Sunday, September 17, 2017 7:09 AM
To: Pieter.[protected]@klm.com
Subject: EBB to JFK Experience

16 Sept 2017
Mr. Pieter Elbert, CEO
KLM Royal Dutch Airlines

Pieter.[protected]@klm.com

Dear Mr. Elbert,

When we traveled to Kenya in 2009 we used KLM booking thru Delta, as we have used Delta Airlines for decades. When my daughter and I planned to travel to Uganda in we booked thru KLM in February 2017 at a cost of some $1919.46 (Originally $1823.88 plus seat charges of $95.58) for our trip to and from Uganda on KLM/Delta from Sept 3 thru 14 of this year. The first heads up that much had changed since our 2009 trip was when we had to pay additional charges for our seats after confirming our flights, but we let that one slide.

No doubt you would be interested in our trip back from Uganda. As a former CEO of my own company I believe that you may want to be informed if your employees and airline are not living up to high standards. We are sorry to report that on the return back we found several of your personnel who were unfriendly, disinterested, and inaccurate - repeatedly giving us erroneous or worse, false information. At least two of who were downright rude in ignoring our fair requests as if we never spoke to them!

The specifics: When we arrived in AMS on your Flt KL935 on 14 September, we noted that our next flight [KL1723] had a ten-minute delay. As we only had about a 70-minute window to make that connection, we went to your Customer Service desk at AMS. Your agent advised us that there was a direct flight from AMS boarding at 11:35 but that our flight should arrive in time to make our connection to KL6141. A bit later, at the gate we saw flight KL1723 was further delayed. We mentioned our concern to your male agent at the gate, asking him to change us to the later flight out of AMS. Instead of acknowledging this request your agent told us we would arrive on time. As the flight was delayed again, we more urgently again asked the same gate agent to change our flight. Completely ignoring our request he told us we could still make, it someone would escort us off the plane to the other flight, and that the airline and that flight was aware of our delay. Everything he told us was inaccurate, of doubtful veracity, and the behavior of that gate agent in totally ignoring our request to change flights when he could was downright rude! On board we again mentioned our close schedule to several of your crew members and were told they would try. The crew was unable to tell us the gate number of KL6141 but again advised gate agent at destination would escort us to our other flight. Another falsehood!

We landed in Brussels right around the time flight KL6141 was taking off. When we got to the gate another of your very rude agents gave us a piece of paper with “Avipartner” written on it telling us they had rebooked our flight. We asked for someone to show us where this Avipartner was but the rude agent just pointed and said, “that way”. We advised we were told someone would show us the way as we do not know the Brussels Airport but your people ignored that request also. We went “that way’ and found a closed Avipartner desk so went back again repeating our request for an escort and were again told that way then turn left which was still not fully accurate or complete directions. To make a long story shorter after this 73 year old disabled Veteran, who is not in the greatest of health, and his daughter trekked around the Brussels airport with hand luggage for 45 stressful minutes of hunting and asking various airport personnel for information, we finally found another Avipartner desk, which was NOT “just that way” or just “to the left” as your agent advised. Shame on them and KLM!

We certainly understand bad weather delays but fail to understand the lack of customer service, unfriendly, uncaring, rudeness, and disinterest of your employees. We trust you will not either.

Avipartner booked us on a Lufthansa flight to Frankfurt with another short layover to catch a flight from Frankfurt into JFK. We again asked for a longer delay or direct flight but were told none were available. That flight was also delayed and landed about a minute before the scheduled takeoff our connecting flight, which was quite far from the landing gate. My daughter literally ran to the next flight to hold it for me. She ran with her hand baggage having to run up several flights of steps to get there only to discover we had again missed the connecting flight. As I caught up to my daughter she did not look well and had to sit down before we went over to the Lufthansa Customer Service Desk. The Lufthansa employees were a much more friendly and customer oriented. They had to put us up in a hotel with a Delta flight back to JFK the next morning. We finally landed in JFK about 1PM 15 Sept, some 24 hours after we were supposed to! Both of us were worn out, and not feeling physically well after this long trek around the airport and the physical and emotional stress of missing the flights. Some of your people need the same customer friendly oriented training that your partner airline Delta gives to their employees.

Based on this terrible experience we have lost confidence in KLM and will never again select KLM as our airline of choice. We will tell of our experience on various travel sites so future passengers will be aware. We look forward to your response to our concerns.
Sincerely,

HK

Happy to get good rate for KLM flights to Africa but then got bill with almost a hundred dollars in additional charges for seats. We were not advised, nor did we agreed to these additional charges. These were just regular seats not extra space or anything like that! Called KLM and they advised charging for seats is their policy since 2016. I advised that our state looks down on charges that customer is made made aware of and agree to at time of purchase. told they can do nothing so had to pay.
KLM get the shame of the year award!
We request a credit of $95.58

My Vietnamese Partner and I travelled with KLM (for the first and only time on 18th December 2016), and with many other Airlines we regularly use.

This time with KLM at the KLM Ticket counter at kuala lumpur after going on-line to confirm our booking and printing out our boarding passes we only wished to have them take our luggage etc and check everything was good to go, nothing more we thought.?

Unlike all other Airlines we used on this trip (Jet Star, Cathay Pacific, Air Asia etc) the ground ticket crew put us through horrendous humiliating and embarrassing questioning in front many lined up customers and staff. We were treated we feel like criminals!

We brought this up with the manageress over the Ticket counter at KLM and she was very unfriendly and rude, very dismissive etc!

The Male steward on the flight suggested we speak to his manageress who attempted with her poor English and writing / typing skills type out a complaint. This was on 18th December 2016 and by the 8th January 2017 we had heard nothing in the way of a reply.

Ignored we contacted their KLM President via email (Mr Pieter Elbers who could not be troubled to email even from one of his staff) and yet entered KLM so called 'customer care Europe' with the unbelievable Dismissive attitude saying 'From your account there appears to have been a misunderstanding' well the male steward of KLM who said it was not their policy did not think so!

How can a customer be treated with such contemptuous attitude and humiliated in front of many fellow passengers and staff at an Airport ? Especially as No Other Airline ever treated us as they did! How can a 'Customer care' unit so readily dismiss our concerns with indifference in a way that added to the harrowing abuse we were subject to!?

This is inexcusable and yet this 'customer care Europe' man at KLM did everything he could to excuse this behaviour stating policy no other airline have ever used with us ever.

KLM WE are valued customer NOT Criminals ! Sadly Not Valued by KLM! We Will Never fly with KLM ever again and be humiliated and embarrassed as Your staff chose to do to us Publicly!

BOOKING REF: 6GYR2A
This is to bring into the notice of the concerned authorities of:
1. KLM Royal Dutch Airlines
2. Etihad airways
Please find attached the concerned ticket.
I took Etihad airways (through KLM) from NYC for Lahore via Amsterdam/Abu Dhabi I was supposed to board on Etihad aiways for Lahore (PK) on 17th and land on 18th of July. I had payed the full amount and had confirmed ticket with me. I arrived from Amsterdam 2 hours earlier than the connecting flight. At the check-in time was denied to board on the plane. the reason given to me was that KLM did not confirm my ticket with Etihad airways, despite me showing them the e-ticket I had. Now I am stuck at the airport and I cannot find any representative of KLM inside the Airport building to offer any help. I dont have visa to go out. I called the KLM helpline in Amsterdam and they said that my ticket has no issues and they cannot do anything to help me as Etihad's system is messed up and I should talk to them. This quite annoying! I had to purchase a ticket of etihad again so now I have two tickets for the same destination. I have to stay more than 48 hours on the airport with no one willing to take the responsibility! None of the Airline is willing to pay for the ticket or stay even. If this is the state of affairs with your services, at least me myself, and all of the people I know will never select these airline for traveling anymore, for sure. The duty manager of Etihad was unavailabe all night between 17th and 18th July.
I am very disappointed with this unprofessional and negligent attitude of the airlines. I need a complete inquiry of this matter by the responsible authorities and I assure to peruse this to any level till I get a satisfactory explanation.

Having booked a series of long-haul Business Class flights
with KLM, I searched their website and their Terms & Conditions just to make sure that, in line with all other airlines, they allow the inflight use of CPAP machines (CPAP = Continuous Positive Airway Pressure = a small air pump that prevents sleep apnoea).
As they provide power sockets to their long-haul Business Class seats I assumed that this would be no problem but, believe it or not, KLM will not allow passengers to connect medical equipment to their power sockets!

KLM allow passengers to connect anything else to their power
sockets (computers, tablets, DVD players, phone chargers, electric razors etc) but NOT medical equipment. I have told KLM that my little CPAP machine is electrically tested and internationally
certified for aircraft use - but still they say NO. When I ask them why they refuse to answer.

What a disgraceful, disgusting policy and what an arrogant
attitude!

I had a problem with KLM than eventually can be easly overcome by common sense, something that in Amsterdam KLM, does not seem to produce.I'm a long term custmer of KLM, I'm not a frequent flyer but I'm one of the client that used to feed the company coffer at least once a year with a transcontinental flight.I was travelling from Jakarta to Geneva, when a snow storm hit the Swiss city, as the local airport management is using company like ISS, a cleaning and security that pay staff the lowest salary ever in the industry. Also employ company to clean the runway, but they do not work at night because it cost too much. Result my flight was cancelled and KLM refuse to give a seat on the next flight, the one used to carry business people from London to Geneva, the money people. So, were there a seat available? There are always three seats free, plus eventually the business upgrade.Worst, they treat me as a hassle and not as client, I'm been polite saying I was travelling for 14 hours, from my hotel in Jakarta, they did not care at all.The case is closed, I will never ever use a company that treat customer like that, rude and careless to say the least.My girlfriend just Yesterday, the 16 of April 2014, had a ticket issue in Geneva, the travel agency did not inform her that Indonesia require a 6 month valid passport, but her was valid 5 month and 10 days! At the airport of Geneva, one of the worst in Europe, the world second headquarter of IATA (Air transport associacion), the staff of KLM, allow her to board to Amsterdam, despite the fact that she had clearly a transcontinental flight to board, they did not check the validity of the passport (CARELESS, LAZY AND INCOMPENT STAFF) she reach the gate in Amterdam and a histeric girl refuse her to board to Jakarta. No written explaination given, no excuses, no other reasonable solution.At that point the ticket (not refundable) was lost, reaching Indonesia, where they care less of validity, a fine can overcome the administrative problem. Or flight back to Amsterdam, and anyway, loose the ticket.Common sense is not a gift in AMSTERDAM SCHIPHOL and for sure not of KLM.3th case a friend of mine, a doctor from Indonesia has gone trought an umiliating questioning by the police in SCHIPHOL because his research visa was not matching his appearance, this is even more disturbing, a scientist must "LOOKS" like what? You tell me.My final judgement, is that what ever reason they might have in Amsterdam they are rude, lazy, cinic, histerical and under trained, really AVOID AMSTERDAM SCHIPHOL.Davide Simonini

See attachment:
KLM refuses to honor the notice they sent. We have been over this many times and they've basically called me a lair when I stated my qualification for Platinum For Life using their notices. They demanded "proof" as if I was a liar. I supplied the proof, below, and they still are in denial. Have they no shame? Have they no respect for their loyal clients?

On booking an upgrade to economy comfort on a recent KLM flight from Edinburgh to Bahrain, KLM decided to take 3 payment from my account for the one seat.. Since this day, I have called several departments in many countries to try and have my money paid back into my account. I have sent several complaint through the hopeless online customer support website ( customer support, you have to be joking), sent my bank statement 3 times and still no reply and no money back in my account..I have called the saudi office and they dont even answer the bloody phone.. KLM this is against the law to take money from someones account with authorization.. Your customer service is disgusting and the worst i have ever encountered. you are a joke. ..

Flight Mr. Adrianus Dingjan and mrs Helena Moors, January 31, 2013, KL 0835 from Amsterdam to Denpasar, connecting to flight JQ0038 from Denpasar to Sydney. In stead of going through transit in Denpasar from one flight to the other, we were forced by the Indonesian customs to follow Indonesian immigration rules. This meant buying two Indonesian visa, 2 x US$ 25, -= US$ 50, - = Rp 510.880, - = € 39.52. Further we were obliged to pay airport tax 2 x Rp 150.000, -= Rp 300.000, - = € 23.20. Total unforeseen costs € 62.72. We would like to ask for compensation of these costs.

We have had 5000, 000 air miles deleted by KLM under a new condition in their T&Cs that was alledgedly advised via email - we did not receive any such email. this is the first change affecting validity for nearly 20 years so we had no reason to reveiw the rules - we only dicovered the deletion of all the miles when we attempted to use them
the Email trail below is the latest communication, any advise you have would be appreciated. When we joined the program it was a hard copy application with no undertaking to accept notifcations of contract change by email

Dear Mr Machin

Whilst your overly polite apologies for my experience are accepted; it is not your sympathy I seek but a truly fair hearing. I would appreciate the opportunity to talk directly either by email or telephone to a decision maker, in place of this disjointed method of communication.
I am unconvinced that the cancellation was not sharp practice, as I had no notification of the pending changes to your rules. Your verbal/email undertaking that we were emailed the information is incorrect and unfair, especially given the very high value of what you have deleted . It would be less patronising if you sent me a copy of the email you sent to us with the proof of receipt/read - I am sure that for such an important notification involving thousands of pound worth of air miles you will have had to include the need for a received and read receipt.
I have printed off your current site a copy of the new rules which states the date from which they apply - if the cancellation is from that date as stated . I would like to repeat that due to personal hardship there was a period in 2011 when I had no working computer.
Please review this decision, in the light of the above as I am not satisfied that I have been fairly treated or that you are giving any priority at all to the situation, taking over 10 days to respond with exactly the same message is unacceptable.
If you are unable to reinstate our former position please revert with the name of the person to whom I should escalate this predicament, otherwise you will leave me no choice but to examine other routes to having this case heard. I have no intention of letting this situation drop until I have exhausted every avenue available to me.

Kathy Jennings
Tel: [protected]
Fax:[protected]

From: KLM [mailto:[protected]@klm.com]
Sent: 17 October 2012 16:51
To: k.[protected]@compass-hq.com
Subject: in response to your request dated 06 October 2012

Our reference: [protected]
Dear Mrs Jennings
Thank you for your email dated 6th October 2012, regarding yours and your husband's Flying Blue accounts. Please accept our apologies for the inconvenience you mention.
I understand that you have already been in contact with our Flying Blue department regarding the validity of miles on our frequent flier programme.
I have read your account of events and my colleague's reply to you and regret that you remain dissatisfied.
Having had the opportunity to review your file, I would like to offer my own apologies that you should have had such a disconcerting experience. However, I regret that I cannot add anything further to my colleague's previous letter as all details you brought to our attention had already been taken into account.
The content of the response from our colleagues at the Flying Blue department explains the reasoning behind your miles expiring, and this is correct as per the conditions of the programme. I am truly sorry for the disappointment caused.
Therefore, we will be unable to assist you in reinstating your miles, and as such, this matter is closed.
Thank you for taking the time and trouble to write to us. I am sorry to learn of your present sentiments towards our services although I thank you for allowing me this opportunity to explain and apologise.
Yours sincerely
R. Machin (Mr.)
Customer Care Europe

Recent phone call to KLM Customer Care. I had started an online booking on Opodo, but cancelled it because their site wouldn't let me buy a date-changeable ticket. So I went to KLM website to buy the same ticket (more expensive of course), and upgraded it to a date-changeable ticket and proceeded to checkout, entered passenger details, frequent flyer numbers, booked seats and then clicked on 'payment details'. The website then repeatedly said 'page not found'. After over an hour of trying I go back to the beginning of the whole booking process - where by now the price has gone up a further GBP200. So I call KLM customer care in the UK from abroad.

The rep finds the earlier booking made at Opodo and says that the KLM website is not letting me buy it because of the duplicate booking. I tell her I cancelled it. She recommends I phone them, but also that there are only 2 seats left at this price and so I'd better book them now on the phone, as I won't be able to find them again. I say that's great - but then she says she'll be charging the telephone booking fee. This seems rather unfair, so I challenge it.

Me: Excuse me? I don't want to make this booking on the phone, I want to make it on the website. But the website won't let me.
Her: That's not my fault.
Me: Maybe not, but it's certainly not my fault either. I cancelled the other booking.
Her: OK, but I will be charging the fee.

[...]

Her: I'm not going to waive the telephone booking fee, as there's nothing wrong with the website.
Me: You say the website is not making the booking because there is a duplicate booking there. However, the website is NOT giving me a message saying "Sorry, there is a problem with your booking, please call our Service Centre who will help you." It is saying "Sorry, we couldn't find the page your are looking for. You may have used an outdated link." This clearly indicates that the website is not working correctly.
Her: Are we now going to start discussing website messages or do you want to make the booking?

[...]

Her: shall we proceed with the booking?
Me: Yes please, I would like to pay immediately but without the telephone booking fee.
Her: There's no point in returning to that subject, that's not going to happen.

[...]

Me: Can I talk to your supervisor please?
Her: There is no supervisor, just me. You can't talk to a supervisor
Me: Really? In all my years of experience talking to companies, I have always been able to talk to a supervisor. I would like to talk to a supervisor in order to make a complaint.
Her: Supervisors are here to assist us, the agents, and not to talk to customers. There is no supervisor you can talk to.

[...]

Me: I know that it is entirely within your power to waive the booking fee. You are about to lose a customer waiting card in hand to pay you GBP2100, even though it is not my fault I can't pay via your website because it won't let me, and I'm already paying a fortune to make this telephone call from abroad?
Her: I'm not going to waive the booking fee.

[...]

Me: This is bad customer service.
Her: You are entitled to your opinion, I disagree.
Me: I'm the customer, and I can tell when I'm getting bad service!
Her: That's your opinion.

Final verdict: I really tried, but ultimately couldn't bring myself to give them my money. I realised I'd rather spend a couple of hundred more to fly with another airline. Despite me not just considering a large purchase but desperate to make one, KLM lost me permanently as a customer because their response to my minor problem was one big, resounding "get lost." Message received.

On May 08/2012.My Loving Mom frail 78 years was coming to meet us From India .We were so anxious.We talked to so many airlines but decided KLM.Made sure that you will take care.Alas made a wrong choice.Requested wheel chair assistance all the way.She did not get it anywhere. Air-hostesses allowed her to walk .This is nothing, at the Calgary airport she was handed all her belongings and left on the escalator where she fell and injured her head. Was taken to hospital .Nobody informed although telephone and contact numbers were there.Gross negligence.She was taken to hospital ER bleeding.I was left breathless and was like HOW COULD YOU DO THAT! She is OLD .Was that because she is brown you didn t care to help her.I am not sleeping till I resolve this and fire that person who left her at the ESCALATOR.Only a ###ed person can do that.I want you to initiate the inquiry ASAP.I am calling KLM office they tranfer my calls to manager but they hang up?

In Kenya and on tranfer from Lusaka t my daughter was first told that she did not have a visa to travel to Canada. Duh! how very stupid of this officer who obviously did not know anything about visa agreements between Commonwealth countries, so my daughter educated him, then realizing hoe stupid he was he decided to punch back and said my daughter's passport was not genuine and was a forged document. Thats it, she could not travel instead she slept at the airport and first thing in the morning called the embassy. the embassy sent a representative to the airport who verified that the passport was genuine and belonged to my daughter and that if there was any other problem they should be notified. She was told she would be on the next flight but lo and behold, when the time came she was told yet again by a different person the same ### and bull from the previous night, had no visa and her passport was fake, this time she was detained, the embassy was never told. When she did not arive in Canada I started calling only to find that she was detained for 4 days and the embassy never notified. She was in shock when the embassy went to pick her up from the airport, and nobody was able to explain anything to the embassy. It's simple, they just picked on her for no reason except that she is BLACK! She was not refunded for the ticket and I communicated with agency that sold me the ticket, who in turn wrote to the airline office in the US. After six months I followed up and they said they would not refund as it was the passenger's responsibility to make sure that her documents are in order before travelling. WHAT DOCUMENTS? She did not need a visa to travel to Canada, the information is available on the internet if you dont know what agreements are there between Commonwealth countries, and her passport was verified by the embassy. How do you even detain someone for 4 days without a warrant, that is abuse of human rights. KLM is RACIST and RIP off living off selling tickets then refusing people boarding then refusing to refund. They should not be allowed to be in business because they are SHADY!

I tried to buy Award Promotional tickets in the KLM website together with my wife, we are both members of KLM program Flying Blue.

A desired flight was available in the web site, we went through all the steps to complete/buy the flight and in the end (right before inserting the credit card details), the flight ended up to not be available anymore! During the procedure, she was missing 500 miles so she bought 2000 more miles. However, since the flight suddenly become unavailable, we had to look for a new connection, which is much more inconvenient but cheaper, meaning that she unnecessarily bought 2000 miles (53 non refundable euros).

I strongly have the impression that KLM advertises Promo Awards but only makes very few seats (if any!) available. This strategy to *lure* the loyal customer is embarrassing and unfortunate. I understand that KLM does not guarantee a number of promotional seats, however, making them unavailable during *the entire* buying process and informing the unavailability only in the payment step is extremely sad and dishonest.

My wife and I feel fooled by the promotional propaganda of Promo Award tickets and very unhappy for having to pay 53 euros for no reason.

My wife contacted KLM and they simply reply saying that they cannot guarantee the promotional seats. I contacted KLM and haven't got any answer.

Different from some other airlines, the Promo Awards in the KLM/Air France Flying Blue program seems to be a scam (I wish I am wrong about that).

I will try to lay it out as much as possible... and try to give you the tone of the conversation as well. Quite difficult in a written version. It is lengthy... but it is necessary to explain the course of events over the 24 hour period.

We arrived in Atlanta on time... and went to the Delta Sky Lounge to relax until our next flight. The hostess informed me that another flight to Paris had been cancelled... and they were looking for volunteers, so I proceeded to the gate to place our names on the list. They did not need us to give up our seats... but they DID at the time... they were needing to move to accomodate passengers traveling together. we volunteered to move. It was a full flight... and I had some very talkative neighbors... so we didn't sleep on the flight to Amsterdam. We arrived tired... but happy & excited to get going on our first vacation to Europe with the kids.
This was an educational trip and my husband was joining us two days later... so it was up to me to get the kids to see the sights & get to the hotel in Germany safely.

We immediately went to the sky lounge to utilize the showers & enjoy some peace & quiet.
While there... I spoke with the staff about the educational sights in Amsterdam we wanted to see to fulfill their requirements for school. Since we had such a long layover, They were very helpful, and gave me a map, what train to take as well as a great coffee shop on the way. we were quite pleased. It should take 2 hours.

We enjoyed the train, the square, saw Anne Franks House & got back to the airport at 4:00.

The line for security was extremely long. By the time we got through, and ran to the gate... we missed the plane by 10 minutes.
The gate agent instructed me to go to Delta/KLM guest services... there was another flight leaving in a hour or so... they could get us on the next one.

So... we walked to the guest services, waited our turn & spoke with the agent. She was pleasant and did not seemed worried. THEN... She asked what happened that we missed our flight. I told her "to be honest... we were visiting Anne Franks House & when we returned... security was too long to get through in time." So I explained the children's project they had to complete and all the places we visited. Told her the time we returned & what the gate agent said.

She started typing... took about 10 minutes. Then proceeded to tell me "You owe $600 euros. How will you pay for it?"
I asked her why was she charging me the money? She said "Change Fee".
I explained that I did not have that much money to spend. And she said "Then you need to call somebody."
I told her my phone did not work in Europe, I had to buy another phone, and I really did not know whom to call for the extra money.
She said to her agent neighbor... "Who travels in Europe without at least a credit card!"
I then began to get a bit upset. I told her I DID have a credit card, but it was for our two week trips expenses. and I had not budgeted for a fee like this. I did not have the money.
She told me "Then you do not have a ticket!" and smiled to her agent neighbor... who rather uncomfortably smiled to me.

Not knowing what to do... I walked away.
I began looking for a Delta Rep. Everyone I met referred me back to the guest service desk. Then I found a supervisor to the reservation team. She was so nice. I was crying by this time. She asked why I just didn't get on another flight... and I explained what had happened. She asked which agent I was dealing with... and I showed her. but I did not know her name. Her words were... "if you had simply told her you missed the flight... she would have rebooked you. OR... if you had stayed at the gate... they could have helped you."
But this didn't help me now. She said... come with me. She gave me 3 calling cards to talk with Delta in the united states. And spent 15 minutes with me helping me find the right number to call & looking at other flight options. After I knew my flight, I went to the phone I had to use to call. The cards shut off on each card before res answered. So I was unable to get through to the res in US. All the local offices were KLM agents... that ALL referred me back to the guest services desk at the airport.

I walked back to guest services... and told the agent that I needed to speak with her again. I asked her if she could PLEASE talk to a supervisor about my situation. She said "no one is available. It is my decision. She will side with me" At this time I had enough... so I insisted to speak with a supervisor. She again told me no one was available... and wouldn't be available until 7:00. and if I waited... I might not make the next flight.
I said... I will wait.
I asked he name... and she leaned forward and said in very distinct English... accenting EVERY letter & sound... "TICKET AGENT!"
I said... your name is ticket agent? She said "Yes".
and left the desk to go behind the wall. Yes... I was crying... but not hysterically. I had not slept in 36 hours by this time... and was additionally frustrated by the agent.

I looked at the agent next to her... and said... can YOU help me? And she nervously looked around and said "the decision has been made." I said... she told me her name was ticket agent... and the other agent explained that they are not allowed to give out their names because of Facebook.

I left and returned 15 minutes later.
I decided that I would activate my rail pass... and just go ahead to Germany from Amsterdam.
I asked for my luggage.

Because the original agent was on break, I was then told by the other agent... that if they got my luggage... and I did not complete the segment to Zurich... that my ticket would be cancelled for the rest of the flight. I would have to buy another ticket to go home.
I asked if they could override it in this situation... and they told me it was not possible. I left crying.

At 7:00 I returned to speak to the supervisor. She was very nice, pleasant & took quite a bit of time "researching my ticket" and talking to the original agent. I explained my situation to her, why I was honest about leaving the airport, what the others in the airport had told me I SHOULD have said, how I had volunteered my seat in Atlanta and did not have the extra funds to pay the fee. I waited 45 minutes while they talked, called people, & generally walked around.
I was not making a scene (other than my tears)
I was very polite... but to the point as what I expected, what I was able to do & that I had two children waiting patiently behind me that were really upset watching me cry.
She said she had no authority to override the fee imposed by the original agent.
That I had to pay the fee... then when I returned home, talk to my Delta Customer relations rep to seek a refund.

I was stuck. I had no choice.
1. Pay the change fee & continue on.
2. Not pay the change fee and live in the Amsterdam airport.
3. Leave, without luggage... and pay full price for a return flight.

None of these options were anything that I could afford.
I paid the fee to the original agent. She issued the tickets for the next flight which was leaving in 30 minutes. When I turned to leave, Her comment was... "I hope you make it this time to the gate!" I looked at the agent next to her and informed her that she was the rudest woman I had ever met... and it did not look good for Delta or KLM to have such a person on their front lines... especially in customer service. I then told her & the supervisor that I wanted to make a formal complaint. They told me I would have to do it to Delta since my ticket was issued by Delta. Having no further recourse or choice... I turned to leave again.
My daughter (age 12) witnessed the original "Ticket Agent" laughing to the agent next to her. She said... "mommy she is laughing at you."
Horrified... I told her she wasn't worth my time & energy any longer... and we had a wonderful vacation to re-start! So we were offered an express pass through security by the Delta/KLM rep that helped us earlier with the phone cards and we made the flight.
When we arrived in Zurich, our baggage did not. (I still believe the "Ticket Agent" did this on purpose)

The KLM lost baggage rep was very kind, apologetic & gave us the care packets. & routed our luggage to the hotel where we were staying the next night, Zurich Swissotel because my husband would arrive the next day..

Because of the delays... we missed our train to Singen Germany & we missed our guaranteed hotel night at the Holiday Inn Singen. (They charged us for the room anyway because we could not cancel in time). There were no hotels with availability in Zurich when we arrived at midnight that evening... so we were allowed to stay the evening in the lobby of the Zurich Swissotel... they knew of our situation and we had a reservation their for the next evening. (Frank was very sweet, accomodated myself & the children by allowing the children to actually sleep in the lobby of the hotel while I sat up all night. At 7:00 AM they cleared a room for us to go ahead and enter. The customer service was above & beyond normal. I have sent personal letters to that hotel for their help.)

To add injury to insult... the luggage did not arrive the next morning either. So... since we could not get to our scheduled academic work in the Black Forest... we made the best of the day in Zurich. We sported our white T-Shirts & Black socks (KLM wear) the next day and went to visit the educational sites in the city. I have attached our photo showing the KLM wear in a humorous way... we really DID try to make the best of it).

Our luggage arrived at 8:00 PM that night.

And we picked up my husband and continued on with our trip.

I wanted to give you a "feel" as to how this 24 hour period went... and it was the beginning of a vacation that ended beautifully... but we lost an entire day of our vacation... that we will not get back... plus fees plus "no Show" cancellation charges for hotels & activities.

I recently bought a KLM ticket to the UK from Japan, I do this at least 3 times a year - I spend an awful lot of money with KLM exclusively as they fly into Cardiff and it saves me from going through Heathrow.
When ordering a ticket online, did you know that they can sell you non-refundable tickets without telling you? No? Neither did I, until I tried to change the details after having an accident at home and not being able to fly.
When phoning KLM they told me that I had agreed to the terms on the website - but I didn't see anything regarding these non-refundable tickets - only to 'check my details carefully'.

So basically I have lost 600 pounds on an airline ticket if I decide to cancel and they will now resell to someone else and make twice the amount of money off. KLM doesn't mention any specific details of cancellations on the website either - and it's not written on my tickets or on any of my other e-mails.

Quite honestly, even though I have a leg in a cast I'm temped to board the plane and they will have to work stuff out for me - I dont see why companies can just take money away from you, it's disgusting.

Well KLM, if you are reading this - I normally spend about 4000 pounds a year with you guys, times that for all the years that I would go to the UK for the rest of my life (roughly another 30) and you have realised that you have lost 4000 x 30 = 120, 000 pounds. That's an awful lot of money just because you don't want someone to move a ticket!

Good luck to you, I won't be seeing you again - I'd rather fly to heathrow and commute home rather than to book a flight with you again.

Beware before you use KLM airlines
I have written to KLM airlines to try and sort this unfair system that they operate within. We are an organisation that will never ever use this company again. Their customers service is appalling, rude and down right ignorant, they have not had the courtesy to reply, only pass this issue on to lastminute.com and after weeks of corresponding and telephone calls to them, they eventually informed me that they had nothing to do with this booking.

Customer Support Department
South Terminal London Gatwick Airport West Sussex, RH6OPU

May 31st 2011

Dear Sir / Madam,

Online flight bookings - Booking code: YWAZ2A and YWGASH

On Thursday May 27 2011, I attempted to book online tickets for 11 people through - Skyscanner flight search. The set-up on this website only allowed me to book a maximum of 8 persons and they then sent me to your website to continue with my request. Because of the set up I completed an identical booking on your site for 6 persons and 5 and sent them simultaneously to you. The first 6 persons were accepted and the 5 was rejected, the reason given on your website was that this e-mail address had already booked tickets and my request for the five persons was refused. I then reset the booking for the five persons on your site and unfortunately made an error in the booking time which you will see from the ticket reference numbers above. In a short time I immediately communicated through your website customer support section and pointed out my mistake.
On Friday and Saturday morning I received an e-mail (unfortunately I was away on Friday) and contacted your Customer Support Department on Saturday morning by telephone as requested and the lady on the line explained that she could only advise by the guidelines of the Company. I the asked her if I could discuss the matter with her manager and she said that she would place me on hold, I waited for approximately 20 minutes and without any explanation from her about the delay I replaced my handset. I am totally dissatisfied with this person arrogance towards me and would ask you through you phone call trace system to reprimand her.
Because of the genuine mistake that I made, I have now had to make an amendment to the flight booking code: YWAZ2A at £77 per person and would ask you to consider a goodwill gesture and waive these excessive charges or reduce them to cover administration costs only.
I look forward to hearing from you soon and would appreciate your help on this matter.
Yours sincerely,

Colin Thomas

My dog has flown on KLM as excess bag in the past. Most recently from South Africa to the Netherlands. Now we are relocating to South Africa from the Netherlands less than a year later with KLM and I have purchased my ticket. After trying to get my dog tickets for the same flight as excess bag on KLM, customer care and reservations now says that my dog cannot come on board as excess baggage. I contacted South African and Dutch vets and authorities to clarify why KLM would deny my dog to fly as excess baggage. These vets and authorities clearly stated that my dog could fly as excess bag but that he had to go through the cargo department on arrival South Africa to be checked by a vet. KLM says that information from IATA and South Africa state otherwise. They say that all pets must go through cargo and never as excess baggage. But they do not want to read the rules (which South African and Dutch vets and authorities emailed me) that state pets can travel as excess bag then go via cargo to be checked by a state vet at the Johannesburg airport. I had more than 10 telephonic discussions with their staff and they did not even want to hear or read information from the vets and authorities. NOW, I am forced to pay more than 1, 200Euros to have my dog go in cargo with expensive cargo carriers. This is disgusting. KLM does not even listen to anyone especially its loyal customers. They have disappointed me on many occasions but now I'm furious and will be suing them for damages.

Below is quote from South African vet authority...
..

'All dogs and cats imported into South Africa must be registered, as manifest cargo and can not fly as excess baggage. The Directorate Veterinary Services does not have veterinary officials at the passenger terminal of OR Tambo (Johannesburg) and Cape Town International Airport to check the paper work of dogs entering South Africa via the passenger terminal of the respective airports. The dogs and cats can only disembark via the cargo terminal of the respective airports.

Dogs and cats may travel in the cabin with the owner, if allowed by the airline, but the pets must be registered as manifest cargo and the airline staff must take the pets from the owner on landing so that they can be off loaded from the plane via the cargo terminal. '

I bought a round trip to ticket to Bangkok with Royal Dutch Airlines. Compared with other airlines
the price was higher but I was assured by the ticketing office that 28 kilos would be allowed as check
in luggage. During the flight, the food offered to the Economy Passengers was little and awful. We
barely touched the bland menu. On my way back, I checked in 26 kilos, the Ground Steward said I
was only allowed 23 Kilos. I showed my ticket which indicated 28 kilos check in. The Steward brought
it to his chief and I waited for ten minutes. The Officer said it was a mistake and I was forced to remove
three kilos from my luggage. When I asked for my ticket for check in. He could no longer find it. I was
detained at the check in counter and again at the Immigration.

Avoid Royal Dutch Airlines (KLM) at all costs. Do not be fooled by its incentives on additional check
in luggage. Middle Eastern and other Asian Airlines are generous with luggages. Furthermore, their
Ground and Air Services are excellent to be compared with this stingy Royal Dutch Airlines.

Dear KLM
In August 2010 I bought a return ticket to Peru from Sweden with the following route (Got-Ams-Panama-Lima). When I was in Peru decided to change the return date and the return destination for London. So I went online and try to book it but I would not let me so I had to phone KLM in Peru to check for available dates and prices. The customer person who answered me was very nice and friendly and informed me that if I decided to change my ticket to London on January 28th I only needed to pay 7.64 dollars (confirmation email). I could not believe my penalty payment was so cheap so I double check by asking her if this information was correct (calls were recorded by KLM), the person on the phone informed me that she was going to check if there was any problem with the system and ask why the tariff was so cheap.
After waiting a few minutes on the phone she confirmed the tariff and explained me that there were many reason why this new ticket was so cheap, the chosen date of return, flying direct with KLM instead of using partner airlines via Panama and apparently flying to London was cheaper than Sweden, so instead of refunding me this money I was deducted the penalty fee for changing my ticket meaning that I only own them 7. Usa dollars.
I didn’t buy the ticket immediately just because I had some business to solve. When I called back to KLM I had a different person on the phone (phone call also recorded by KLM), I asked her for the same thing (changing date and destiny) for which I had different news prices, so I explained her the deal I was previously told and it was still available. (Seriously what kind of system they use that gives complete different information according to user), anyhow, one more time after some minutes waiting on the phone she found the deal I wanted it but this time she told me that she need it to double check this information, if the system had collapsed again. I explained her that the other people on the phone give me those reason and if that could be possible and she agreed with me. Due to this reaction I asked her if she could send me an email confirming the offered rate (very lousy email confirming the price) and proceed to disclose my credit card details for the payment. I keep calling KLM to get a receipt from them for my payment (which KLM never bother to sent) since I could not see the transaction on my credit card and I was afraid they wouldn’t let me board. Great was my surprise when I check in and received summary receipt stating a charge of 134american dollars which I didn’t even know why, or when did I approve it. So guess what I never really even got charge this 7 dollars by KLM they just charge whatever they considered, without consulting me, informing me or approval at all. SO I went to KLM customer center in Peru and they just didn’t even bother to apologize just “let me know” that complaints were meant to be doing online so they could bother to help me. After sending claims over a month I receive the following “apologize” from Niels Nielsen (KLM Europe Customer Care)
Dear Ms Faura,

Thank you for your messages sent 29 January, 14 February, 16 February, 1 March and your telephone call 15 March 2011. Please accept our apologies for the inconvenience you experienced when you rebooked the return leg of your flight to the 28 January 2011 from Lima to London via Amsterdam onboard flights KL 0744 and KL 1021 and the penalty fee you were charged.

It is always our intention to offer our customers clear and accurate information regarding our services, so I am sorry to learn that you were unhappy with the information provided by our Reservations staff in Lima.

However, theres seems to have happened a serious misunderstanding. The information you received was correct that your rebooked return leg was indeed potentially cheaper. On the 10 August 2010 in Sweden you bought a ticket with restrictions on rebookings which meant that it was cheaper then tickets with changeable return dates but also meant that you would not be refunded if your travelled on the same class, which you did (Q-class), although it might be changed to a cheaper trip.

Therefore the information you received that the penality fee could be deducted from the fare difference was a misunderstanding, because based on this fare basis you had to pay this on top of your original fare. The new ticket was automatically generated and it fully complies with the fare basis your original ticket was based on.

I can assure you that your comments regarding this matter will be forwarded to the attention of the Reservations department for internal information. Improvement to our service continues to be an ongoing process and I would like you to know that by taking the time to write to us you have greatly contributed to this.

I do hope that the above explanation will help soften the negative impact of this situation, and that you will afford us another opportunity to serve you to your entire satisfaction.

Yours sincerely,

Niels Nielsen
IF THIS WAS A MISSUNDERSTANDIDNG NOT BY ME, SINCE IM NOT WORKING FOR KLM AND GIVING WRONG INFORMATION, WHY SHOULD I PAY FOR THE CONSEGUENCES OF THEIR EMPLOYES, WHY”!
It seems like KLM is used to talk with mentally ###ed people unaware of their rights to give me that kind of answer including an invitation to keep using their service, so if KLM doesn’t return the illegal charge they made using my banking details for an UNAPPROVED TRANSACTION, you know where you can PUT that invitation.

atte
Faura Grissel