KLM Royal Dutch Airlines Reviews 

Wow, they already have a terrible rating, however I am adding my review for booking experience and the disgraceful practice of selling you a ticket, then trying to charge you for a seat, even if I try and select a terrible seat, they still try and charge, this must be super inconvenient if you travel with family (i know most airlines do it, but should not be accepted)!

Booked and paid for flight Toronto to Spain on January 17th . April 6th while in Spain I discover KLM cancelled my return flight home April 30th. I called advised I did not cancell and leave my return flight as it originally was but they advised they could not. I was forced to rebook the exact same flight and times but at an additional cost to me $872.00 (CAN)I of course I put in a claim but was rejected and I have been fighting this for weeks now. If this was human or computer error KLM had 3 weeks to rectify before our travel dat April 30th but instead they put me through a week of hell with phone calls, emails and for a senior in a different country was stressful. KLM insisted on saying I cancelled my return flight which is ludicrous I was travelling with a group of seniors who were all booked same day, same time to return home. I will advise the outcome once KLM reviews my many attempts to get resolved. Watch here for update.

This is a review on KLM's customer service, or lack of, not the flight or flight staff. On a recent flight I had an issue with my seat in business class. On my return I complained via the app and received a reply and an apology. I was offered some credit (in full and final resolution to the issue and it was valid for 12 months) with KLM and this is where things have started to become extremely frustrating. I emailed back saying I had no intention of flying with them in the next 12 months so could I have the money paid into my bank account. I have had no response from customer services at all. I have 'spoken' to them via WhatsApp (you can't speak direct to CS apparently) several times (3 times now I believe to no avail but the did reassure me CS have had my emails. I leave it another week still nothing, back to what's app, same scenario. I eventually ask for a phone number but again I get the same, it's sales I'm talking to and they can't put me through to CS., I have called twice now and sent maybe 4 emails as well as the WhatsApp This has been going on since My return in march. No emails no communications (since the full and final offer) If anyone from KLM reads these reviews I'd appreciate a call or an email....just something would be good.

AIRPORT TAX SCAM
My return flight from NAIA to EDI via AMS, got off to a very bad start, when 3 staff members of KLM at NAIA on 28/04/2026, refused me passage to my flight unless I paid P950(£11.85). They claimed that TravelUp the agent had not paid the tax. Surprise Surprise TravelUp blame KLM. Other than that I was moved twice to different Departure Gates and my flight left 35 minutes late. NOT AN EXPERIENCE I WISH TO REVISIT.

Avoid this airline! Shameful customer care and refusal to pay for the delayed baggage expenses!

My KLM flight Gothenburg–Amsterdam on 19 April was cancelled, breaking my single-ticket connection to Luxembourg where I needed to be for work on Monday morning.
Over three hours on WhatsApp, KLM:
Initially told me the check-in lock prevented any rebooking, then later confirmed the cancellation option had expired, but without flagging the closing window.
Refused to rebook me onto an available SAS flight via Copenhagen that would have arrived in Luxembourg in time, citing that re-routing on other carriers was not possible. EU261 Article 8 says otherwise.
Refused to arrange overnight accommodation (Article 9).
Pointed me to my travel agent for cancellation without mentioning that cancelling the outbound segment myself risked triggering their out-of-sequence policy on the return.
Raised that out-of-sequence flat fee as applicable, then apologised and retracted when I pushed back, but only after it was too late for the SAS alternative.
The net result: I lost the chance to book a reasonable alternative, will fly their replacement flight on minimal sleep, and will miss part of my meeting. A clear answer two hours earlier would have cost KLM nothing and saved me the trip.
The individual agent was polite throughout. The problem is policy and training: unclear communication of their own rules, reflexive deferral to the travel agent, and active resistance to EU261 obligations that passengers have to invoke by name to get movement on.

Never again. They lost my luggage on the way there (including a baby stroller!) and the way back. On the way back my flight got 12h delayed and I missed my connection, I got no help on site (alone with 2 young kids), my partner rebooked my flights and they changed my reservation information to show as if those were the original flights to avoid compensation (after a month response they also sent me to their partner company who can’t process the request as my reservation is showing only 1h delayed instead of the real information). I keep getting autogenerated responses. Not recommended by any means.

I was booked on a business class seat on KLM for a flight I took in August of 2025. KLM involuntarily downgraded me from my paid business cabin seat to "premium economy" due to the airline's missed connection-not my fault. I applied for a refund to compensate the price difference. KLM says it approved the refund back in January 2026. I provided all banking information requested-multiple times. KLM keeps sending e-mails saying it needs the information although I've given it both on the claim portal and to telephone agents. Now it says, basically, sorry, we can't process your refund because we don't have the information and the bank won't accept the refund into my account. My bank says no attempt has been made by KLM. So, the bottom line is that KLM is not honoring the refund after it treated me disgracefully. Its customer service department appears to be incompetent or, I'd hate to say it, in bad faith. Be forewarned is what I'd suggest before you book with this airline. I do not like to write bad reviews but this one is well deserved, based on my personal experience.

If I could give 0 stars I would. KLM delayed our flight by an unspecified amount of time but when we got to the airport in Cork we were assured that we would make our connecting flight to Geneva. The crew arrived 3 hours late and we were still none the wiser regarding our connecting flight.

Arrived in Amsterdam 3 and a half hours late, missed our connecting flight and received no guidance through the app or from the KLM desks. Waited in a line to rebook our flights for 2 hours to be told that we could not be rebooked until 2 days later and to sort our own accommodation. We asked the customer service rep if we could arrange our own travel would we be reimbursed and were assured that we would.

We arranged to stay in Amsterdam for the night as there were no flights to Geneva for the rest of the day and organised trains for our group to go from Amsterdam to Lyon and then get a new transfer to our destination. I applied for a reimbursement for this through KLM and heard nothing back until the end of February.

The customer service agent requested an authorisation form and passports for myself and my husband which I uploaded several times but these were ignored and our case was closed and we are out the money that they cost us.

Terrible service, will never fly again with KLM.

They dont pay you what your owed!
Had to stay for 4 extra days cus they dont fix extra flight! but i saw on the app that flights to my country was able but "full" already.. So i get put on a wait list and had to go thru another country to get home! And not a single EURO was paid for the pain and shit i had to go thru!!

I used to fly long haul with KLM every 4 weeks. They are a decent airline. But their website and IT are frankly appalling. I've been trying all day on and off (9 hours) to book 5 seats to South Africa via Amsterdam. I'd have more luck booking a trip to the moon. Glitches, crashes, freezes. Their IT must have been obtained from a cereal packet. In the 2nd quarter of the 21st century it really shouldn't be so awful

Lousy service when checking in

Ticket booked in my middle name and forced to pay 26 British pounds to change to my first name

This is my first experience with KLM and potentially my last.

My first flights out from the UK to Sweden prior to Christmas were excellent. The flights were comfortable, service was excellent, a free sandwich and wifi was available. They offer great baggage options for basic flights - Amazing for a solo traveler trying to save costs.

For my return however...
I received a text message to say that my flight was cancelled whilst I was walking in to the airport. I checked the boards in Stockholm and it showed my flight still going out.. I tried to find a KLM staff member but there were none. I tried to call the number provided on the KLM app to be told they were closed on the weekend. I then used Whatsapp and Messenger as suggested - it's been 11 days and I still haven't received an answer on either service.

I continued to track my flight which was NOT cancelled, I was just simply kicked off of it and left in Stockholm alone with no contact. I was moved to a Monday morning flight - 48 hours after my original booking. KLM didn't contact me to offer accommodation as required by an airline. I was not offered a food voucher for a delay over 4 hours as is required from the airline. So I was left to find my own arrangements, at my own expense with no support from the airline and no way to contact them.

I ended up spending additional money to find a flight from another airport and a different airline. I'm still waiting for communication from KLM and haven't been given a refund.

KLM/Air France and TRUSTLY Appalling
Appalling customer service
A simple airline flight booking has taken almost 4 days to find out that not only has Trustly, KLM payment agent, has had my money for 3 days but no tickets have been released despite me receiving a booking reference number. I booked the flights on the 10thJanuary 2026 and today is the 13th January. The process of dealing with KLM is unbelievable as they do not answer the telephone nor do they answer their so called chatline, which believe it or not, is run via WHATSAPP, other than by AI for 24 hrs or more. I have been trying to either get the tickets or get my money back and we are now in the 4th day!

Worst airline experience I’ve ever had.

I flew from Schiphol to Las Vegas on Sunday, and around 80% of passengers did not receive their luggage at the final destination. We were informed that the bags had never been loaded onto the plane.

I immediately filed a claim, as I am on a business trip and urgently need my luggage. After 48 hours, I have received no response. I tried calling customer support, only to find that the phone lines were completely shut down. I also attempted to contact them via WhatsApp, with no reply.

I even sent a friend to the customer service desk at Schiphol, and they were told that nothing could be done.

This is unacceptable. The company charges thousands of euros for tickets, yet delivers a level of service worse than many low-cost airlines. An absolute joke of an airline.

No baggage arrived at Cartagena. Over two days now and still without my luggage. The customer service is non existent I have tried every way to contact them all you get is they are very busy. The flight itself was good and nice cabin crew however that's where it ends. I will sue them if they have lost my luggage as I have other flights and hotels booked in Cuba. Can't go without luggage. I reported the non arrival at the airport and was told they would deliver the luggage to my hotel I have a document so they cannot hide from this error. They could not care less terrible experience they used to be a good airline.

In my 35 years of professional career and worldwide travel, I have never witnessed such a clear level of negligence and lack of respect toward passengers as what I experienced today with KLM staff.

Due to poor management, complete lack of preparation, and an alarming indifference toward customers, three lines of nearly 100 people each were formed, all waiting to be assisted at Amsterdam Schiphol Airport today, 12/20/2024. This situation was not an accident—it was the direct result of deficient organization and a total absence of leadership.

The most serious issue was not the waiting time, but the arrogant, mocking, and dismissive attitude displayed by some KLM agents toward passengers. It was deeply upsetting to see how they ignored people, laughed among themselves, and treated visibly tired, confused, and frustrated passengers with contempt. I watched this in disbelief and kept thinking: Is this KLM? The so-called “ROYAL” airline?

Where is the basic respect for customers?
The excuse given was that passengers had to stand in line and take a number from a system that was not working, shifting responsibility onto the customer for an operational failure that was entirely KLM’s responsibility. It was evident that staff had no clear instructions and no supervision whatsoever.

Passengers understandably lost their patience and composure and asked to speak with a manager. No responsible person appeared. The complete absence of on-duty management made it clear that there was no real interest in resolving the situation or in protecting the dignity of customers.
What happened today was shameful and unacceptable.

Customer service did not just fail—it was treated with contempt.
KLM, be assured of one thing:
NEVER, ever, will I fly with you again.

I read on their website, 'cats and dogs can travel in the cabin to Europe, book the ticket then inform the airline your pet is travelling'. i did this and was told i couldn't travel to the UK with the pet, they wouldn't refund my ticket based on misleading ie LYING information on their website. The customer service was shocking, I tried all avenues to get a refund and was met with more bs. I actually hate this company for adding to my stress in this situation of trying to take my street rescue cat back home.

This Company that prides itself on customer Service is shocking.

We booked a return ticket to South Africa on the 14th November 2025. From Dublin Airport to transfer onto a KLM flight day light flight to JNB.

We were in transit to the airport when we unexpectedly got a message via their app that our main flight was cancelled no reason given. We were then put into a state of suspended anticipation. Having to turn around and cancel or further bookings . Avis rent a car accommodation etc. One big domino effect. Later came back to us with an alternative booking to get to our destination on a Sunday night two days later. A whole weekend lost. After hours of negotiations we managed to get on a flight overnight British airways all delayed transfers were missed and it all went to pieces. I had flown with KLM for many years but this broke the camels back. Blue card and prestige cards what a pointless experience. They offered us a free snack at the airport. Give us break. Never Fly with them again. You mean nothing to them . If shit could fly . KLM your first stop.

My husband book us a trip with KLM from Manchester to Amsterdam for my birthday. He paid for seat selection for both of us to sit together. A week before we were due to leave, we got an e-mail saying they had changed planes, and now our seats were no longer together. He emailed them back and we got our seats together once again. This happend a second time, with the same outcome. Our flights went well, and the staff were accommodating. On our return flight home, my husband brand new suitcase was badly damaged. He e-mailed KLM and received an automated response, saying they had recieved his e-mail. This was nearly two weeks ago, and he still hasn't received a response.