KLM Reviews 970

If I could give Zero I would, terrible customer service, no help, no assistance. Doesn’t know answers to very basic questions. Customer service team can’t offer basic help or answer anything. No way to contact other than sitting in a 4 hour call queue. Never known dysfunction like it. Hopefully they fall into administration later this year.

1st and last time flying klm..paid for st class flight..never got seat i choose moved without notice....then luggage not arrive for 4 days.so had no clothes ..flight home cancelled.. impossible to speak to anyone..tried wattsap no success.. the most stressful I have been ever stranded in usa unable to get home and no one to speak too..just constantly cut off on phone..how is this airline allowed to operate..trying now to claim my money back and compensation and still not heard from 1 person or any acknowledgement something needs to be done..I will never use them ever again

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My flight was canceled due to bad weather, which I understand can happen. However, what is completely unacceptable is what happened after the cancellation.

I have been trying to communicate with KLM for more than one week regarding my refund and options, and I have received no clear response, no refund, and no alternative solution. Because of this delay, I am unable to buy a new international flight, which is seriously affecting my travel plans.

I have important appointments in my destination country, and this lack of action and communication from KLM is jeopardizing them. There was no assistance offered, no option for rebooking, and no explanation about when my money will be returned.

This situation has been extremely frustrating, stressful, and disappointing. The lack of communication, accountability, and customer support is very unprofessional and far below what I expected from an international airline like KLM.

I am still waiting for a proper response and my refund. This has been a very disappointing experience.

I'm only leaving a review as it is literally impossible to contact KLM any other way. Dealing with this company is like screaming into a black hole.

Effectively, KLM managed to lose not only me and my girlfriend's shared suitcase, but also the luggage of about 100 other people on our flight. Our original flight was cancelled and we were moved to one the next day, as were many other people. We were told not to worry and that they would move our bag to the new flight without issue.

HAHAHAHAHAHAHAHA. If only.

We arrived to Birmingham to discover that about half of the luggage had not been moved onto this next flight! Not to worry, we just have to fill out a form and then they'll send it straight over to us, we were told. We were also told that we would get email confirmation of this form being filled out, and that this email would have the details needed to further track our baggage.

This mystery email has failed to materialise 28 hours later. This means that as far as we are aware, our baggage is not on their system and we will never get it back. I look forward to seeing it on one of their auction sites in a month or so.

I believe KLM probably do this deliberately to make a little extra on the side from these auctions. They are disgusting, deplorable and thieving. They would struggle to roll a tire down a hill without messing it up. I've never known incompetence like this, they are impossible to contact.

Can’t give less than “One”. My wife and I just received an email addressed. Individually because of our Flying Blue registration got a promo code from KLM telling us we could get £50 each off our next trip in 2026. We tried to use the code and got in touch with KLM only to be told it was a “General Promo”. And only the first 200 uses of the code qualified. Deceitful and false advertising. DO NOT SEND OUT INQUE EMAILS FOR A NON SENSICAL OFFER. I would like to say KLM have gone down in our estimation but they already at rock bottom. I have still not got my extra seat option refunded after they changed my seat.

After my flight was canceled due to weather, KLM said they would contact me for rebooking. It has been three days and I received no contact, nor any rebooking. I tried to rebook myself after several attempts, thier system said there was no flight information in my name. As if I never booked a flight. No success. I've tried to call KLM many times with thier messages saying thier offices are closed. KLM has failed me, and today when I phoned them, the message still says no agents are available, and online attempts only push me around back to the beginning.

I'm not sure why you need to be told this, but failure on your behalf to prevent overbooking is NOT your passengers responsibility. Yet you seem to believe that intimidation is an acceptable solution?

My partner, who's currently flying after a 2hr+ delay, was repeatedly pressured by staff to check in her carry-on bag. First by one member, then another. Whether intentional or not, the escalation was clearly intimidating. Anyone with an ounce of common sense could see that.

Despite her visible distress (involuntary shaking, crying, pleas to let her keep her personal belongings), these bullies persisted. Only then, after unintentionally making a scene due to the mental state they drove her to, did they leave her alone. She felt embarrassed as other passengers stared and murmured.

Her (not so strong) carry-on bag contained fragile items and had no locks, due to the insufficient notice. The passengers were told on the plane... On the plane... There was no notice period, and if she gave in, her bag and it's contents would not have survived that flight.

Reading her pleas for help as I coached her to push back against the horrible airline staff has left a genuine sickness in my stomach. Overbooking does not justify harassing a visibly vulnerable person until they break down in such a manner that she did.

Out of the cabin full of confident, frequent flying adults, they chose to target a small visibly nervous young woman who was clearly out of her depth.

That is far from policy enforcement, that is bullying on account of your incompetence to run an airline safely and efficiently.

I can confidently say we will refrain from flying with KLM in future.

Traveled from Amsterdam to Jo'burg on the 24/12/25. The gentleman serving on the KLM flight 591 was excellent for his service. Forgotten the name but thank you very much for your kind service

Flight got cancelled twice today but worst part was customer service I could not get through by phone messenger or whats app headed to airport to speak to someone but no help told I had to phone customer service eventually got an email with unsuitable flights for next day stranded in airport for the night

Probably the worst airline I’ve ever experienced

Flight delayed so they cancelled our connecting flight - we got there in time but on the gate they would not let us in as they said klm had cancelled us and put us on the flight next day - we were told to get a hotel and claim the money back - we did this , put a claim in and they shut it down without refunding - totally repulsive company

My family, along with a family friend, had planned a trip to Germany on flight KL932 from Edinburgh, and we were very excited about our holiday. Unfortunately, that excitement did not last long.

The flight from Edinburgh was significantly delayed, which caused us to miss our connecting flight from Amsterdam. As a result, we lost an entire day of our holiday and were forced into a tiring and frustrating overnight stay in Amsterdam. The situation was especially difficult for our children, who became sick and extremely distressed due to the long delays and uncertainty.

We were informed that the delay was due to weather conditions. However, there were no weather issues, and KLM staff themselves acknowledged the delay with some passengers. Additionally, we observed that some customers received compensation while others did not, which felt unfair and inconsistent.

Because of this disruption, we suffered a significant financial loss, including the cancellation of all pre-booked arrangements for the first day of our holiday. The experience was deeply disappointing and has left us with very little trust in KLM’s customer service and handling of passengers during disruptions.

We believe this situation was poorly managed and would like a proper explanation along with fair compensation for the inconvenience, distress, and financial loss we experienced.

Klm are a disgraceful organisation. Don't use them, if there are any issues they just rip you off. Avoid at all costs, if you use them on your head be it.

This review should be 0. I have called about 5 times to try and get my cpap machine approved which is a medical device. Every other airline just says bring it aboard with a doctors note. These guys have made it sooo difficult. Who would have thought I’d want to go crawling back to easy jet and Ryan air. KLM are genuinely awful, avoid at all costs.

Booked a flight and paid with their bank transfer service because there wasn’t an option to pay by card. The bank transfer doesn’t go through immediately and they cancel the booking. Then the bank transfer goes through. Now I’ve paid and have no flight. I book a flight elsewhere and request a refund. Their customer services closes the case with no contact. I call customer services. They say they initiate a refund. No refund is received. I call them again and they give me a reference number. I ask them to send an email but they can’t send emails, apparently. I give the reference number to my bank, who can’t find anything with the reference number. Still no refund received. It’s been 3-4 weeks. I’ve tried updating my case several times and they do not react. Really poor communication and still waiting for my money.

Booking for the non booked flight XMRS3E

Also I cannot request a refund on their page because the booking isn’t a booking and therefore can’t be found with the booking reference.

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 was on board a flight and my son was assaulted by the passenger in front of him. I raised this and what they said is that they threatened me to drop me from the flight if I do not accept their resolution, which was to ignore the assault. The passenger who assaulted my son spoke dutch and English, while it is clear I was neither Dutch or British. I followed the procedure they recommended but my complaint didn't yield any further investigation. For me this is most probably a racist act!

Flights cancelled , delayed, cancelled , klm flight from Abz to nce on Sunday 6am cancelled, was put on 9am BA flight via LHR , arrived LHR 11.30 to get a message that NCE flight cancelled , was already 3 hr delay , was offered 6am Monday flight🤷‍♂️, hardly worth going away , went to BA desk to be told it was nothing to do with them and to contact KLM , 30min wait on phone , KLM eventually got us on 20.00 Sunday flight , was given no voucher from klm but told to keep receipt if spending money on food or drinks , I used 2 lounge passes , should have arrived at NCE at 11.30 Sunday but was 23.00 Sunday evening , lost whole day waiting in airport, asked for compensation, excuse for first flight was extreme weather 🤷‍♂️, still waiting on excuse for other flights , customer service is crap

We flew out on 17/12/25 from MME to Quito via Amsterdam, at no time were we advised about luggage issues at Amsterdam. We arrived at Quito 1 bag missing, still at Amsterdam, and has never moved, my Samsung air tag confirms this.

I filled out the necessary forms at the airport at Quito and was advised it will be sent on, and kept informed, this never happened, it’s an automated service which goes no where.

I have spent hours trying to send information about the bag whereabouts and no one is interested, the bag contains my diving equipment for a trip of a lifetime to Galapagos on a diving boat from Baltra, for my 60th birthday, this is not going to happen, and your cavalier attitude does not help.

You also informed me that I’m not entitled to compensation even though it’s your system?

When I return to Amsterdam on 5th January at 12.50, I want to speak to a person from management and collect my case.
I am now worried about my other bookings to Brazil that again I’m flying with KLM in April,
with luggage?
A very disappointed and upset customer, this is very frustrating and stressful that there’s no one who wants or can help.

Regards
David and Carol Owens

Flight KL644 from New York JFK to Amsterdam on Sunday 14th Dec 2025. Heavy snow overnight made us decide to get to airport early, arrived 6 hours ahead of flight. We had wheelchair assistance booked for my wife. Obviously no Gate Number this early - the wheelchair assistant was very good, she checked with 2 different desks and said she was taking us to Gate B32 but we may have to move to another Gate once allocated. Great so far. Waited few hours at Gate B32 then, after start of check in time, went to B32 desk to ask about gate number - staff there just would not make eye contact and ignored me until I knocked on the counter and called Hello. Asked the male staff member if they knew which gate for KL644 - they did not know or have any information yet. Quite some time later went back to desk - ignored me again. Spoke up and asked the man to confirm KL644 was from B32 as the banner at the bottom of the desk screen now said NEXT FLIGHT from B32 is KL644. He said he was not sure what the situation was. I told him we needed to be sure because if we did have to change Gates my wife needed wheelchair assistance - he said if we needed that we would already be missing our flight anyway (still about 2 hours before flight). I check flight notice board and still said KL644 was Gate B22 and on time, NOT B32. Back to B32 desk and now quite a queue behind me all trying to find out about the correct Gate, some had been waiting over 2 hours at B22. I was told to go to Customer Help by Gate B24 which was a long walk for me having COPD breathing trouble. Got to Customer Help and a HUGE queue which I joined and waited. After some time I apologised to other travellers and walked past them up to the help desk who checked and said it should be B32 the noticeboard was still showing B22. Back to B32 extremely panicky now, time is well past expected boarding start time, nobody knows for sure which Gate we should be at and there are NO available KLM or DELTA staff to ask - DELTA/KLM Gate desks with NO queues just said we are not dealing with any questions about other flights. Got back to Gate B32 and many other passengers still confused. No announcements, board still says ON TIME yet we are well past boarding time. Eventually flight notice changed to B32 - we got boarded and the wheelchair staff were extremely helpful and clear with their instructions. On board the seats were good, space was good and the entertainment console worked better than our previous flight. Cabin staff were good throughout flight. FOOD - I had the vegetarian option and it was NOT good at all, no choice and poor taste - I actually ate only a couple of mouthfuls of dinner and left the breakfast wrap completely because the paper wrapping was completely stuck to the wrap around the cooked salad - I accept food is a personal taste but this is not acceptable. We took off from JFK 2 hours late - we only originally had 2 hours at Amsterdam to catch our KLM connection to Manchester so odds were we would miss our connection. The onboard TRANSFERS screen showed our connecting flight was leaving Amsterdam on time. We are not frequent flyers so got a bit panicky about how we would get to Manchester, especially if we had to find the money to pay for it. Cabin crew advised the change of connection flight would be sorted for us - that's OK then, except there are no other flight from Amsterdam to Manchester listed for that day - nothing we can do but still bit panicky about it. This flight was an awful experience. We got off and again the wheelchair assistance was super - told our assistant we had missed our flight and he said "no, you'll catch it, it has been delayed at least an hour". So they knew it was delayed but their inflight system still showed it leaving on time - VERY POOR and caused great concern and worry for quite a few passengers. KLM flight to Manchester was good - it is a pity that the ONLY good thing about the actual flights was that one of them was delayed and consequently we caught it. DELTA/KLM - NEVER AGAIN. The causes of delays may, or may not be directly their fault but the non-existant communication and appalling customer service and communication IS their fault and fully under their control. If they had communicated clearly as things changed then much fewer passengers would be queuing to ask questions and staff could deal efficiently with those. You have a responsibility to your customers which you seriously failed to carry out.