KLM Reviews 

We were denied checking in for our flight to Bali by this ridicolous airline because of a small stain on my husbands passport that had never stopped him from flying all over Europe. We then had to purchase new tickets with another airline who did not bother about the stain at all, clearly showing that the issue was not there in the first place because neither the second airline (Singapore airlines) nor the Indonesian immigration authorities had any issues with his passport condition.
And then tne most absurd thing: they didn’t allow us to check in on the return flight either!!! When we had already travelled into Singapore and in Bali!!
Thwy ruined our honeymoon and made us pay more than £2k in extra tickets in order to return back home with other airlines. APPALLING AND RIDICOLOUS

Flight KL1917 from Zurich (ZRH) to Amsterdam (AMS) on 21 June 2026 was cancelled. KLM rerouted me, and instead of 10:55am I arrived at my final destination by 5:00pm.

At the time of the cancellation, the KLM app notified me that the flight had been cancelled due to weather conditions. I have attached a screenshot of this notification.

I subsequently claimed compensation under Regulation (EC) No. 261/2004. KLM rejected my claim, paid me 25 euros, stating that the cancellation was caused by an air traffic control decision, which is different from the explanation provided at the time of the cancellation.

I asked KLM to clarify this inconsistency and to provide the evidence supporting its reliance on Article 5(3) of Regulation (EC) No. 261/2004. KLM did not address my questions or explain the different reasons given. Instead, it replied that there was "nothing further" to add.

They are OK if everything goes to plan but as soon as something goes wrong, the customer service is dire. Trying to claim back any costs made virtually impossible.

Horrific customer service. Someone from fly blue screamed at me and hung up after I’d been incorrectly transferred over 3 HOURS

Please dont book this company, or if you absolutely have to, make sure its the Airfrance wing. KLM is the absolute worse experience on aviation. Plus I've seen on 3 international flights I've taken that their crews have a drug culture.

I think they hate their customers. That can be the only conclusion after traveling with them on a number of occasions.

KLM has perfected the art of creating problems for their customers and then making those customers deal with the consequences.

They insist on physically checking passengers’ carry-on bags at the gate because there isn’t enough overhead bin space for everyone’s luggage. This is a problem of their own making. They charge such high fees for checked baggage that many passengers understandably try to travel with only cabin bags. Then, when the inevitable happens, everyone is inconvenienced while bags are tagged and loaded at the last minute.

To make matters worse, their flights seem to be delayed far more often than they should be. Delays have become something I almost expect whenever I fly with KLM.

What really stands out, though, is the attitude. Rather than making customers feel valued, the staff and overall experience often leave the impression that they’re doing you a favor by allowing you to pay for a ticket. Customer service feels transactional at best and dismissive at worst.

There are plenty of airlines that manage baggage, punctuality, and customer service far better. Unless you have no other option, I’d recommend looking elsewhere.

Flight with KLM: ticket cancelled against my wishes.
I booked and paid for a return economy ticket on flight KL0671 on 7th July from Schiphol to Montreal in February 2026, departure 15.20, return July 11th KL0672. On June 28th, I selected my seats and paid an extra 183 euros for more leg room.
On July 6th at 20.00, I tried to check in following the mail of KLM. However, there seemed to be an issue and the message was that the check in was incomplete. I called the number of the KLM helpdesk (31 970 102 08689) via the Schiphol website to ask what the problem was. I was told that my ticket was on hold because there was an outstanding payment: Jerry Maverick at the flight reservations service (a call center it seemed) said that between booking the flight and the payment being written off my Visa credit card, the price had gone up. I had to confirm my willingness to pay the extra amount in a mail.
“I C.L MUMMERY, Authorize to charge my credit/debit card mentioned above in the total amount of 339.16 Euro / $387.69 USD to Re-issue the flight reservation “
I was rather disconcerted and ask him how I was supposed to know my flight was on hold. He said his record showed KLM had phoned me three times to tell me. I have no evidnece this was the. Case but said if this was so, why did KLM not try to reach me in another way: they have both my phone number and send sms on flight information. He said this was done automatically and he had no control over that. I said I was disappointed in KLM service as I have been a long-term customer (a platinum card holder for many years). He asked if I would like to be connected to the complaints desk and I said that would be fine since I thought KLM should know that service in this case felt below their standard for me. The complaints desk person (again the same call center) was not helpful and said they only could change my flight or cancel my ticket. I said I did not want that, I just wanted recognition of the fact that the service was poor. He became anngry it seemed and he said he would cancel my ticket. I said clearly I did not want that but he said he was doing it anyway. He said my credit card would receive full repayment of the fares paid including the extra seat reservation costs. My husband was witness to the conversation on the speaker. I had been on the phone for 1 hour and 20 minutes by this time.
I call back the original Jerry Maverick on the number he provided in his mail: Jerry Maverick: Ext : 414, +1 877-445-0520
He said the cancellation had already been initiated and he could do nothing about it. He also checked the notes of the complaintes desk and the person. There had noted that I said I would be contacting a lawyer to deal with the service complaint to KLM. This is not true: I do not have a lawyer and had no intention of contacting one. I said I would reconsider whether my next flights would be via KLM or not. Jerry said he could not rebook the cancelled flight as the ticket was now taken. Nor could he book me on a business ticket, which I was prepared to pay for as this was an important busniess trip. He said time was too short to process.
I had no option but to look for another flight. Luckily I could find one via Air Canada on the 7th July 2 hours earlier, returning on the 11th July. The ticker was alsmost 1000 euros more than the one I had booked with KLM in February. I checked in and reached my conference in Montreal.
The story did not end there though. I received an sms from KLM saying my fliught was about to leave from gate E19 when I was already in Montreal on the Air Canda flight. Moreover, two colleagues on my original KLM flight said they called my name over the intercom as if I was still checked in and was a no show. As strange as that was, when I arrived and wanted to pay for my hotel in Montreal, my credit card was above the limit and could not cover it after I had paid for the new Air Canada tickets. I have not been able to fix that during my whole stay which has been very inconvenient. Despite the complaints desk and Jerry Maverick saying I would have all flight costs returned to my credit card, 3 days later I have still not seen any reimbursement.
This seems to me totally unacceptable. I have tried to call KLM at Schiphol but do not appear to be able to get through to the right department and will have to figure it out when I return on the 11th. Rather in despaeration, I am putting this on Trustpilot.

Quality seems to be dropping in the recent year. It's always been so easy and accommodating to use KLM, especially for customer service. This time I had to wait 5 h for someone to respond on whatsapp, with a generic answer, to answer questions I already told them. Still haven't heard back from them again.

Spent 30000 Yes I said 30000 and they are stealing every penny Should be zero stars We saved up for years for our Africa trip to see the gorillas
The Ebola broke out and we had to move our trip to 2027 I called Tia at klm to see if we can cancel for full refund or need to do vouchers to book August 2027 She said yes you can cancel and will be 100 refunded Hundreds of calls and emails later they said we are getting a 187 refund and no way we can get vouchers Horrible Our life savings gone and my husband is disabled why we needed first class Our trip was August 7, 2026. We haven’t even traveled yet and we purchased refundable flex tickets This is theft We put a dispute in and they said yes you would be fully refunded and two days later said sorry no refund And they said sorry I hope u use us in the future

KLM starts to play budget line game with prices of premium line. Now You need to pay extra to take onboard Your carry on.

I flew with KLM from Amsterdam to Bucharest on July 6, 2026 (Flight KL1379, 21:15), and it was an incredibly frustrating experience. For a 3-hour international flight, the service was shockingly lower than low-cost airline standards.
The catering was a joke—a tiny sandwich and a bite-sized cake. To put it in perspective, you get more generous snacks on a simple 100-kilometer bus ride! On top of that, the cabin was freezing cold, and the crew couldn't even provide a blanket because there were none on board. The seats were outdated, completely rigid, and had no entertainment screens, leaving me with severe body and bone aches after 3 hours.
For someone who is used to the high standards, comfort, and premium service of Turkish Airlines, KLM felt like a massive downgrade. I will never choose KLM for my Amsterdam-Bucharest trips again. From now on, I will gladly take Turkish Airlines' connecting flights via Istanbul to get the comfort and quality I actually pay for. Avoid KLM at all costs if you value your comfort.

What an awful experience! Flight cancelled with little notice. The ladies at the Transfer desk at T6 Schiphol this evening were extremely rude, unhelpful and dismissive of my simple requests for information as they wanted to clock off and go home, short and simple. They were condescending, dishonest and unwilling to find a supervisor when I asked to escalate the matter. They then hid behind a dialogue in Dutch to make fun of me and my attempt to persist with my request. I understood and it was totally unprofessional! I then requested the names of staff so I could complain about their conduct but they have no name badges. They refused to tell me of course. It is clear why! The only evidence is therefore to record them in the act. I am disgusted at the utterly useless, uncaring, unsympathetic approach to customer care. It might be a start to understand the job they are assigned and some of the simple rules that apply to travel in the EU etc and, why it might be important for a customer to have evidence of decisions made and authorisations given to incur expense, such as alternative travel when their re route is not feasible, so they can claim this back. Perhaps recruit more thoughtfully, a cohort with better values and behaviours and the ability to help with a problem. KLM you are a shambles! No going home for us as we await your reroute. 40hrs later to an airport 600 miles from our destination. Could have put on an additional plane given it was fully booked and then cancelled! Clueless from start to finish. Avoid.

KLM failed to deliver my case - it wasn’t on the flight. I had to report it at the airport and as we got nowhere with the tracking system tried calling- impossible to speak to a human being. Have now logged it via their App and hoping my luggage will reappear at our hotel. This has ruined my holiday- all my clothes, toiletries etc were in my hold luggage. It’s meant a day wasted while I purchase clothes and necessities.
Such poor customer care. And a flight delay. Won’t be travelling with KLM again.

We used KLM/Air France for a long-haul trip from Hong Kong to Lisbon, and the experience with our checked luggage was extremely disappointing.

Two checked suitcases were returned with severe structural damage around the wheel and corner areas. These were not minor scratches, cosmetic marks, or normal wear and tear. Both suitcases were no longer suitable for normal travel use. One of them was a new hard-shell suitcase purchased during the trip, and the other was a premium-quality hard-shell suitcase around two years old.

What makes the situation worse is that we were travelling with my pregnant wife, who was in her second trimester, and both suitcases had accessibility tags attached. Despite that, the luggage was clearly not handled with proper care.

I submitted a claim to KLM and requested compensation of 600 EUR for the estimated replacement cost of both suitcases. KLM refused the claim based on the reporting timeframe and then maintained its position, without what I consider to be a fair or proportionate review of the circumstances.

I understand companies have procedures, but this was a clear case of two checked bags being severely damaged while under the airline’s responsibility, during a trip involving a pregnant passenger and accessibility-tagged luggage. I expected more accountability, understanding, and customer care from KLM/Air France, especially as we had trusted them before for major long-haul trips.

KLM could improve by properly reviewing exceptional circumstances, taking responsibility when checked luggage is severely damaged, and showing more care towards passengers travelling with accessibility needs.

Unhelpful and unprofessional company. Very poor customer service and no willingness to resolve issues. I would not recommend them.

Flight delayed for about 1 and a half hour. We were in the plane for most of it. The wifi was not working. I lost my connecting flight so I had to stay in Amsterdam for the night. I was told by the crew that I will be reimbursed for my expenses. I provided receipts for around 90€ and the repky i got is that they will reimbures only half of it without stating why. In the next flight i took the wifi still was not working and whej we arrived to the dsrination the pilot told us that the airport was nit epsecting us and that we have to wait vause there is bot groung agents to connect us to the stairs.

I booked to travel with pets which means by phone and was given a schedule that proved likely to be impossible as it included a change in Amsterdam and change to Transavia the sister company. It was Transavia who pointed out the error from the KLM booking agent but when I asked KLM to change it I got flat no’s, refusal to talk to management and a struggle to find ways to complain. In addition special assistance booked wasn’t available. Eventually it cost me more than double for a bargain bucket airline service. This company has dropped to floor level and sits below Ryan Air or Easy Jet who have given me far better recent experiences.

Like many other reviewers we experienced a severe delay to our flight and as a result incurred expenses. Our flight back from Aruba was delayed 22 hours, due to a technical issue in Schiphol, the communication from KLM was poor to non existent. We were left to book our own accommodation for the extra night with no guidelines. When we got home, like others experiencing similar scenarios, we filed a case for compensation and a refund of expenses via the KLM portal. There followed a piecemeal request from KLM for information which I supplied, their requests being over several emails, days apart. Finally after stringing the process along at their end KLM closed the case and suggested re-opening another case as the time lapsed necessitated this (time lapsed at their end). Although frustrated I tried to do this only to receive the message - 'this case has been resolved'. There is so much more detail I could write but in the interests of brevity, I finally passed the case to Aviation ADR who agree there is a case to answer. KLM have refused to engage with them as well and so we are currently at the Adjudication stage where they now have another 90 days to respond. I can assure anyone reading this review, that we have a genuine claim worth around £1500 and KLM simply refuse to communicate and engage in anyway, be that by email, telephone or via their portal. It wouldn't be so bad if the eventual flight we did get home was worth waiting for but I'm sorry to say that with the exception of a delightful IFS the crew were lack lustre, food and drink choices were poor and seats were uncomfortable. I will never fly with them again.

Edit July 2026: I took our case up with Aviation ADR who agreed we had a valid claim. KLM had 30 days to submit a response, there was nothing. They were allowed another 14 days but still nothing. Our case was elevated to the adjudicator, this all took some time during which KLM mysteriously started communicating directly with me, asking for the same info all over again. On one occasion they asked me for an additional letter of authority allowing for payments to be made to a third party I've never heard of (I had previously had to write an LOA in favour of Aviation ADR collecting payment on my behalf). The Adjudicator found in our favour and instructed KLM to pay us - they had a grace period in which to do this, but nothing. Eventually Aviation ADR reminded them that they were legally obliged to pay this claim and at long last we received payment on 29th June 2026 - 8 months after our delay.

The moral of the story is persevere if you have the time and patience - KLM/Air France are banking on you giving up!

Horrible. Regular delays that seem to be calculated and built in the system. Rude and semi-aggressive cabin crew.

Non-existing customer care who will make their utmost not to cater to their customers or respect EU regulations on customer rights. Numerous claims after calculated and big delays are direct effects of such a business model: to cancel and delay flights and then do their best to not reimburse customers and/or delay claim/avoid contact and hope that customers give up claiming their rights.

Also, after hours and hours of waiting on their so called customer service line, KLM customer care a) does not listen, b) does not understand or is able to take in/read the simplest information and c) never has an answer to anything . Like talking to a wall with an attention span, intellect and memory of a goldfish. Even that is an insult. To the fish.

Also, never trust their official Instagram or Whatsapp channels. KLM lets fraudsters operate with fake accounts openly on their accounts and does not react on their phishing attempts, even when notified about the situation.

Horrible experience from beginning to end.