KLM Royal Dutch Airlines review: Lost baggage

My daughter and I travelled on a KLM flight from Florence to Ottawa on September 04, 2023. The flight journey ended in Montreal and a KLM coach took us to Ottawa.

We were returning from celebrating my son’s wedding in Florence and our baggage has items that are valuable and sentimental to us.

In Florence, we were not allowed to take our carry-on luggage because the flight was full and we were forced to check in our cabin baggage.

The flight was delayed from Florence and we barely made it to our connecting flight from Amsterdam to Montreal. On arrival in Montreal, we were told that our luggage was not on the same flight and was in Amsterdam. On September 05, 2023, we called KLM to find out if our luggage had arrived and they confirmed that our had arrived and they would send it to Ottawa on an Air Canada flight the same day.

Since then we have been trying desperately to get any information from KLM staff in Montreal but we have had no success so far. The only update they give us is that they have sent the bags via Air Canada and that their systems are not updated so they can’t provide any more information.

However, my daughter’s bag had an air tag and it showed that her bag arrived at the Ottawa airport on September 08, 2023, and at 10:00am on September 09, 2023, the air tag was showing signal from downtown Ottawa area. We assumed that the bags had been picked up from the airport by the transport company (PARS 2000) that KLM uses and was being delivered to us.

However, after 2:30 pm, the air tag stopped updating its location. We called KLM to inform them of the situation and they still wouldn’t provide us with any update. On Sunday, September 10, 2023, we physically went to the airport and spoke to Air Canada and PARS 2000 and no one had any information regarding our bags.

On September 11, 2023, the air tag sent a signal from a recycling area and today morning the air tag last confirmed destination was a landfill outside of Ottawa.

All this time, we have been keeping the KLM staff updated of what is happening with the air tag and there are not responding to any of our queries. My daughter has been sending them screenshots of the air tag locations. The last message an agent sent to my daughter today through the whatsapp chat is that:

“I will have to close this chat so that I may be able to assist other passengers. But I will remain available via this channel if you have any other concern.”

We ask you to please look into this matter as according to the KLM social media pages, very many passengers have faced this issue and are not receiving any assistance from the KLM staff in Montreal.

As of now it is apparent that my daughter’s bag is buried in some landfill and there is absolutely no information from KLM where my bag is located.