KLM Reviews 970

I got an email asking me to add travel documents. Tried to upload my passport details (6 times!). Even though it said scan successful, it wouldn't let me go any further. I even tried entering my details manually with the same result. Tried to use chatbot, which was useless as after waiting an hour with no response, I gave up! First time I've used this airline, don't think I'll be using it again based on this experience.

I have flown with KLM for about 1 year, mainly from Birmingham to Amsterdam.
4 Star:
The reason I gave it 4 stars is purely because every one of my flight with them ends up being delayed. I understand that it isn't the pilots or companies fault, but that's the only downside to flying with KLM. I have had my flights delayed anywhere between 10 minutes to 1 hour & 45 minutes. Obviously, this isn't desirable but it cannot be helped. If a delay was to happen, the staff / pilots always apologise for this and ensures you get to your destination as quick as possible. (:
I have also found that the table area can be pretty dirty sometimes, with some stains or crumbs. But, it's nothing horrible or anything that will ruin the flight. But, if you did want to put you laptop / phone on it for the time being, this may affect that or not.

Positive:
Cabin Crew / Staff:
I am a super anxious flyer and therefore I panic a lot before take off. The staff are one of the most sweetest people I have ever met. I usually tell the cabin crew before I get on the plane that I am very scared to fly, and they handle it perfectly. They check up on me throughout the flight and ensure I am as calm as I can be. Fortunately, the flight itself is fairly short (anywhere between 40 - 50 minutes), so when they hand out beverages, this is when they check in on people. When I first flew with KLM (a year ago), I didn't know how to do my seatbelt and had to ask them to help me, instead of making me feel horrible or embarrassed, they quickly did it and showed me how to again. When you get off / on the plane they are always smiling and welcoming you / wishing you a great stay or holiday. It truly helps make the experience better!

Luggage:
I have seen a lot of negative reviews regarding lost luggage, but from my personal experience I have never had my luggage lost. It arrives at the belt fairly quickly too! However, I have seen that international flights / connection flights, this is where most luggage issues have happened. But, as said I have never experienced this at all. (:

Beverages:
I like how you get a little snack and drink on the flight; most short flights don't include this. They have the drinks that you'll expect, cola, coffee, water, etc.. You get one snack, this depends on the flight, but I have had, cheddars, stroopewaffle, crackers, etc.. It's a nice addition and makes the journey more fun and comfortable.

Handling issues / turbulence:
Of course the pilots cannot stop turbulence, but it's a horrible experience! Every time there is bad turbulence, the pilots have kept everyone updated and gave reassurance that everything is okay during it. Again, this just makes the journey less stressful if you're an anxious flyer or scared of turbulence.

Overall, my experience with KLM is pretty great! I will 100% keep using them and will recommend it to anyone thinking of flying for short term flights! I cannot give my opinion for longer flights / connecting flights, so maybe someone else has their experience that they'll share for that.

Trying to change my booking - tried online. Said no flights available on my new dates. There are available flights.

Tried the virtual chat. Nothing happened - for ages. Nothing happened at all.

Tried WhatsApp and the Virtual Assistant. Couldn't find my booking. Then could. Confirmed I can change my flights. WhatsApp came back to me at 3am UK time to progress my query.

I've got to speak to their call centre.

Eventually got through on the phone today - apparently I am entitled to change my ticket (I paid extra to be able to do that) but I can't do it online. Even though the facility is on line. But they can't put a flag to say my type of ticket can't be changed on line. Pathetic.

Two days later - spoke to the call centre. They can't do the change immediately. Their computer system doesn't compute - so they have to send my request to a team of people with a calculator who will get back to me. That will take three days.

Came back to me after five days - I've got 24 hours to call the contact centre and make the change - I'm still holding on after 50 minutes. KLM can't even tell you where you are in the queue.

Somebody tell the IT director about the invention of the computer. And then sack him, the Head of Customer Service and most definitely the CEO who says on their web site how important customer service is. She has absolutely no shame.

UPDATE - one month later, get a response to my email. They are sorry, but they are very busy. Laughable.

It’s unbelievable but I flight with KLM multiple times a year and none of their technology (app or the website) ever work! Surely if Ryanair can do it, so can KLM?! The amount of time I waste for trying to check-in, input my ID details etc is staggering. It’s about to sort out your technology!

We showed up 2 hours early. Still had to check inn handluggage.This was of course left behind.Bought some clothes to meet my relatives. For refund I ended up in online loops or everlasting horrible tlfmusic ques. A company based on cheating and lying. Jostein M.

Flight from Amsterdam cancelled, re booked to Leeds Bradford. Had to pay for a taxi back to humberside. Claim for compensation rejected. Arrived at Humberside airport over 3 hours after we should. Shocking.

Terrible customer service and communication. Booked hand luggage only to speed up my journey. When it came to checking in I wasn’t able to get a boarding pass and was told to go to a desk at the airport, needed to allow extra travel time for this. Then I got told I was forced to check in my hand luggage because the flight was full. This was never communicated up front in this way and I was not given an option to upgrade to a ticket where my hand luggage would be guaranteed on board. Now I’ll have to check in my bag full of fragile items and will have to add an hour on the other end to wait for my bag to arrive. KLM has literally stripped down any bit of customer service to the bare bone. Will not be flying with them again.

This happend on KLM Cityhopper in flight KL 915 from Amsterdam to Aberdeen, Scotland. The flight was at 11:50am and we landed in Aberdeen at around 12:20pm. It was a dreadful experience. I was on disability. There were too flight attendants who saw us off before we went to the disability assistance. One of them was incredibly horrible, awful, despicable, obnoxious & down right rude.

She was extremely unprofessional and when I accidentally bumped my head on the exit, she told me to watch my head in a mean and angry way. The other attendant was very good, professional and actually knew how to do his job.

On Feb 2nd, 2024 - 18.57, Amsterdam time I have called the KLM customer service requesting to have clear information about my reservation L****3.

The reservation was for 2 people - both FlyingBlue-Gold members.

I called KLM customer service to have a clear answer related to the on-hold bag allowance for the 2nd leg flight of our departure - CPH-KEF.

I have explicitly mentioned that being both of us Gold members I didn’t buy any bag allowance when making the reservation through the KLM website since we both have 1x Bag allowance per person, as benefit for being Gold members.

However, given the fact that the 2nd leg of my departure flight was with Icelandair, I wanted to know if we would have had problems with my Gold member bag allowance when checking-in, since Icelandair is not part of the SkyTeam Alliance.

The customer service representative wasn’t able to provide me a clear answer and when I asked if it was possible to have a clear answer they redirected me to a more experienced colleague.

I explicitly mentioned again that the reason why I called was to have a clear answer, so that I could have assessed my options and next steps in an informed way.

After a short waiting time I was redirected to the more experienced colleague.

When presenting the same request, the more experienced colleague mentioned that since I booked the ticket with KLM/AirFrance and since we are both Gold members, we would have the Gold member bag allowance for the full flight from AMS to KEF -including the CPH-KEF leg.

I asked to clarify further this piece, since the 2nd leg was with Icelandair and I wanted a confirmation of the statement.

They said that their colleagues in Amsterdam Schipol would have seen when checking in the bags that we are Gold member and that since I made the trip reservation through KLM/AirFrance our luggage would have been delivered directly to Reykjavik KEF, with no extra costs from our side

I asked again to confirm what mentioned: I would have had no payment required to get our on-hold bag from AMS to KEF despite the 2nd leg flight would have been with Icelandair. Confirmed again by the KLM representative, reiterating on our Gold member status.

I asked again as "so you are saying that when I show up in Schipol, I check in our bag as a Gold member and our bag will be picked up in KEF with no costs"? Confirmed again by the KLM representative.

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Once at the airport, we have been requested to pay 55 eur x luggage since the CPH-KEF flight was with a different airline. -110 EUR in total - obviously I still have original receipts and bank transfer details.

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I opened a case with KLM. Case number: C-****057
to get a full refund of the 110 EUR paid because of misinformation given from KLM customer service.

After more than 16 months, I still didn't receive back my 110 EUR - a peanuts-like commercial gesture for KLM, especially considering that has been originated by their own mistake.

I have requested as well to have the recording of my call so that I can explore legal actions based on the misinformation received and of course I still did not receive either a copy of the recording of the call.

We had a good experience except that there was no pasta left for vegetarians or the other way around. I forgot. Lol

Split flight Birmingham to Schiphol then on Quito. My luggage did not arrive in Quito (at least 20 other customers also missing their luggage). KLM said they would deliver my luggage 2 days later to a hotel. I was travelling into the Amazon so this would be impossible to deliver so I said I would collect the next evening from the airport. We were told the luggage would arrive on the 8.30 pm (approx) flight. Mine was the only piece of luggage that arrived on that flight. The app does not work and is not updated. No phones are answered.
First days holiday, used 3.5 hours and a 60 dollar taxi ride. I only requested reimbursement for the taxi - refused.
Split pack if two are going away as this seems to be a regular problem with KLM/Air France/Schiphol airport.

Flight delayed 12 hrs and they are not willing to even cover expenses. Horrible experience.

I was severely delayed, send halfway around the world in the wrong direction as a result, incurred numerous expenses in the process and I have never experienced a claims procedure so obstructive, frustrating and stressful. They are still requesting information they already know and finding new excuses to refuse the claim. They have still not adequately explained why the plane was delayed and why I was given so much incorrect information by ground crew. They are all blaming each other. I even have receipts and evidence. Terrible company. I will never use them again.

I don’t normally write reviews but had to for KLM. Whether it’s business or economy the food is up there with some of the worst food I’ve ever digested.

£1500 out of pocket KLM doesn’t want to take responsibility
I had flights booked and paid direct from KLM website for my honeymoon from Aberdeen Scotland to Cancun Mexico via Amsterdam that cost £2200
Returning flights were from Cancun to Mexico City via Amsterdam to Aberdeen first leg serviced by AeroMexico but from Mexico City by KLM
Going to Cancun was with no problem but on the way back we were denied boarding due to new rule that all travellers to Uk need Electronic Travel Authorisation starting that day if they are not British Citizens or don’t have Settled status , I am dual Polish and British Citizens but travelled on my Polish passport witch was registered as settled prior to having British passport and my partner have only Polish passport but he has settled status so we didn’t need that Visa according to the rules but Aiport staff didn’t let us board , I had Picture of my British passport and digged out old email from 10 years ago to prove my status was settled , my partner had also email but more recent confirming his status but we were told we need that visa , we were trying to contact KLM to help us to resolved the problem but after 2 hours speaking with 3 different agents we were told to call British embassy in Mexico City or pay £3500 for another flight or apply for that visa , we tried to apply for it do that but our passports weren’t accepted us we are already have status that doesn’t require that , the another agent advised us to try to book with different airline fir next day so after 8 hours of waiting for response if we can reschedule finally KLM booked us flights next day to Atlanta -Amsterdam-Aberdeen which we have to pay £1000, we booked ourself to Aiport hotel and went next day and flew with Delta with no problem as our settled status is virtually attached to our passports no ETA required and they could see that on their system
After all this stress and extra money out of pocket witch amount to £1200 /flight ,hotel,taxi/and finally getting home 48 hrs later we asked KLM to be reimbursed but we were refused as it was AeroMexico fault and were told to ask them , AeroMexico also refused as we didn’t booked and paid direct to them and told us to speak to KLM again
But KLM didn’t change they response with I found really disappointing as I believe they should take responsibility for their vendor and compensate as not for anything other that money we had to spent due to error not our own
I am going to take this case further until I reach proper result but mine advice is be aware for flights KLM sells but not operate as they don’t take any responsibility if things go wrong and can cost not only a lots money but also stress , what would I do if I didn’t have extra money to pay for the extra flights ?

Worst service Airlines ever. We had 12 delegates going back from London to Amsterdam at Heathrow Terminal 4. The counter was just about to open we had tons of luggages we requested to do it over the counter even though we had priority tickets and the staff at the front house was very very rude. Not one but all 7 of them. Never ever ever fly with KLM!!! Never

KLM take bookings, then cancel flights, leaving you stranded and facing additional accommodation costs.

Then when you claim, they lie and use every tactic they can not to payout. Including closing claims that are still ongoing and unsettled. Absolutely treated us like trash.

Worse airline I have ever flown with.

I will never fly with them again. Our flight from Athens to Newcastle was cancelled the day before departure due to strike of air traffic control. We were forced to find our own accommodation for the night and the replacement flight was so early we had to get up at 4 a.m. to get to the airport. The replacement flight being athens-berlin-amsterdam-newcastle. An absolute shambles, we had minutes to spare in Amsterdam and had to run through the airport for our connection. We are 72 & 75 years old and this experience has been a nightmare. A 15 euro voucher for Athens airport didn't even buy a sandwich and an orange juice. The first flight was a cheese or apple pie. Inedible. The following 2 flights a packet of Jacobs cheddar. All in all over 10 hrs that's what we had to eat. There was no consideration given at all to being left in Athens with no accommodation, transport or food. After years of long haul flights I've never been so stressed and now all I can claim is my hotel. Absolutely disgraceful. Don't even bother. I haven't received any refund as yet either for our hotel.

My daughters aged 16 and 14 were flying together. I contacted KLM online to ensure we had everything we needed and was advised just a consent form was needed. I asked if unaccompanied minor service was needed and they said no. Get to the airport at 3am and my younger daughter is refused boarding unless we arrange UM service. Which we did last minute at great expense and stress and anxiety. We were firstly quote £614 then they said no it's £670 which is extortionate.
Upon paying it was then £498, clearly they have no idea what they are doing. This could have been prevented had I been advised correctly when I contacted KLM. I requested a refund due to the miscommunication and being advised incorrectly by their service agent and they refused. Disgusting customer service. Will never use KLM again. The agents have no clue what they are talking about.

Vying for the bottom of the barrel with Star Allliance are KLM. Open faced lied to me at Manchester when the flight to Amsterdam was late, saying that the connecting flight was also delayed so I’d be fine. A big fat porky! Missed my connecting KLM flight even though they knew it was on time really and that I was on the manifest, and on the preceding flight. The KLM airport staff at Manchester could not care less about passengers with dependencies on times. Same as Star Alliance except that you get an extra shocker of them delaying or losing your luggage. Ryanair are at least honest!