KLM Reviews 8,463

My experience with KLM Royal Dutch Airlines has been nothing short of unacceptable.

Not only was my luggage damaged while in their care, but the handling of the claim has been a masterclass in deflection, delay, and outright avoidance of responsibility. Despite clear documentation, the airline has hidden behind weak justifications and contradictory statements rather than addressing the issue in good faith.

What is even more troubling is the treatment we received at check-in. The behavior of the agent was openly hostile and, given the context, raises serious concerns about bias. While such conduct is difficult to prove, it is impossible to ignore the pattern—especially when it affects my African American partner, who has experienced similar treatment before.

To then see that same interaction result in a questionable “limited release tag” being used as a shield against liability only deepens those concerns.

Mistakes can happen. Damaged baggage happens. But the complete lack of courtesy, accountability, and willingness to resolve a legitimate claim is what truly defines this experience.

Instead of standing by their service, KLM Royal Dutch Airlines chose to stonewall, dismiss, and ignore—leaving the clear impression that customer care is secondary to avoiding responsibility at all costs.

Terrible service for transfer.
Our flight was Oslo to DTW, but due to delay me missed our transfer at Amsterdam (only 10 minute for transfer). We ran from end (gate D58) to end (gate G5). When we were rebooking the flight staff was rude and yelling at me.

Staffs has no idea what they are doing. One of em got mad at the customer.
I do not want to ride KLM again.
If i can give zero star i would do that

KLM has turned into a horrible airline. If I can help anyone avoid issues by not flying with them, I hope this helps.

My wife and I fly with KLM every year, and it used to be smooth with good service. But after a big delay on our flight last November, things went downhill. We were entitled to compensation and chose vouchers since we fly yearly. One voucher came almost immediately, but the second one has been “pending” for 5 months now.

Because of that, we missed the booking window, and since we’re not flying alone, one voucher is basically useless.

Trying to reach them is pointless. You either get a “we’re busy” response, or they don’t pick up the phone at all.

KLM used to be good, but honestly, not anymore. If you have other airline options, definitely go with another one!

Could it be any worse? Not one piece of luggage was on the plane, but they didn’t share that until the passengers waited 40 minutes at the carousel. Our luggage showed up 9 days later. This was in September, 6 months later we are STILL waiting for compensation. Run around, denying claim because we didn’t file in time, we did and have emails for proof. This was business class and the start of a 6 week trip. Customer service? Not at the company. Say hello to small claims court.

I am writing to express my extreme dissatisfaction with the handling of my baggage claim following my flight to Rome on December 5, 2025. It has now been four months since I submitted my request for reimbursement, and despite my numerous attempts to resolve this, the matter remains unsettled.
My luggage was delayed for 28 hours, during which I had to purchase essential items for several significant celebrations. I have fulfilled all your requests for documentation, often providing the same files multiple times. Despite three follow-up calls where I was promised a response, I have been met with total silence.
Please be advised that under the Montreal Convention, airlines are legally obligated to reimburse passengers for expenses resulting from delayed baggage.
I know-the next step will be forced to escalate this matter to the European Consumer Centre (ECC) and the relevant National Enforcement Body to protect my rights as a passenger.
I am not sure at KLM will make answer soon, but any way -NEVER GIVE UP !

I booked KLM business class which is for me the most expensive rate that I ever booked compare with the other airlines, amenity kits is very poor , foods was oke not best, service was oke as well nothing special, no matras , very basic , I had flight Jakarta sanghai with garuda and sanghai amsterdam with KLM , baggage can not be directly to amsterdam which is very disappointing due otoritery from sanghai china , it means we have to go through imigration and pick up our luggage and check in again ( a lot of works ) I’ve got seat number 5 A from Jakarta when I am check in , but when I am in sanghai I change the seat into window number 8 A but when we boarding the ground staff changed my seat in to number 9 D they said the seat number 8 A is defect can not be reclaning properly , and as result I have to accept it as it was long flight but when boarding completed I saw some other passenger seat on 8A suppose to be my seat , and during the flight I saw that the seat was fine not even defect , and during meal times I wanted to eat beef steak but it was finished due my seat is the last row number 9D on business class , Flying with KLM business class not worth it

The customer service and the flight conditions are not worth one pound!

The cabin and the seat was in such a poor condition that when the plane was taking off, landing or slowing down for landing my seat was squeaking badly and moving backwards and forwards.

The cabin crew and ground staff is very rude, angry as if they haven't eaten for a week.

The stewardess were untidy and with messy hair. She was looking like she was weeding the beds just before she went on a plane.

AT THE GATE CHECKPOINT IN AMSTERDAM AIRPORT TWO GROUND STAFF MEMBERS AT THE DESK. I APPROACH THEM AND ASK WHICH IS THE CORRECT GATE FOR MY DESTINATION. THEY BOTH COMPLETELY IGNORE ME. I REPEAT MY QUESTION ABOUT THE GATE AGAIN. AND AGAIN COMPLETE DISINTEREST IN MY OR ANYTHING I SAY. THEN I JUST PROCEED WALKING THROUGH TO FIND THE GATE MYSELF AND SUDDENLY THEY BOTH START SHOUTING THAT THEY NEED TO CHECK MY PASSPORT FIRST. I SAID TO THEM THAT I TRIED TO INTERACT WITH THEM A SECOND AGO AND THEY DIDN'T ANSWER, TO WHICH THEY TOLD LITERALLY "WE ARE NOT HERE TO ANSWER THE QUESTIONS, WE'RE HERE TO CHECK PASSPORTS!". A COMPLETE DISASTER OF A CUSTOMER SERVICE. THEY FORGOT THAT IF WE WON'T BUY THE TICKETS THEY WILL BE UNEMPLOYED. BUT UNFORTUNATELY, QUALITY SERVICE IS NOT ABOUT KLM.

AFTER SUCH AN EXPERIENCE, WHEN THE STAFF SPEAKS TO CUSTOMERS AS IF THEY WERE PRISON GUARDS AND SPOKE TO ANNOYING PRISONERS, I FELT LIKE I WAS GIVEN A SENTENCE AND AM A NUISANCE JUST FOR USING THEIR SERVICE. NEXT TIME WHEN I NEED TO GO ANYWHERE, I WILL CONSIDER GOING BY BOAT, TRAIN, HORSE CARRIAGE, BYCICLE OR A KICK SCOOTER, BUT NOT A KLM FLIGHT.

The cabin crew and ground staff is very rude, angry as if they haven't eaten for a week.

The stewardess were untidy and with messy hair. She was looking like she was weeding the beds just before she went on a plane.

KLM are the worst company we have ever had the misfortune to use. If I could give KLM zero stars I would.
We were booked on a Newcastle to Amsterdam, Amsterdam-Cape Town return flight in Feb 2026 (booked well in advance).
Out of the blue, months later KLM inform us that the early morning 6:00am Newcastle to Amsterdam flight was cancelled (no reason given) and they transferred us onto alternative 17:35 Newcastle to Amsterdam flight the day before with the Amsterdam-Cape Town flight departing the next day.
This meant we had to book a hotel at Schiphol Airport which we did within a couple of days of being informed of flight change.
Four days after the initial change, they then inform us that that flight is now cancelled and we were being swapped to a Newcastle-Paris CDG, Paris CDG-Cape Town Air France flight on the day we were originally booked for.
The hotel booking was now of no use whatsoever but KLM are stating that as they had managed to get us onto a flight the same day, we did not qualify for a refund. THEY CHANGED THE DATE ORIGINALLY.
We were informed during one of many phone calls that we could claim the cost of the hotel after we had travelled. Three customer complaints later, we are no further forward and they are now refusing to respond to us.
In addition, we had paid for seat reservations on the Amsterdam-Cape Town flight as well as seats for the Air France Paris CDG-Cape Town flight and were informed we could claim the seat reservations on both flights after we had travelled but they have only refunded a small portion of that and refuse to pay out the full amount. During a telephone call with KLM after the changes we were informed we would get the Paris CDG - Cape Town flight seats as a goodwill gesture and would be refunded for both sets of seat reservations.
They are now ignoring us - DO NOT USE THIS COMPANY. They couldn't care less when things go wrong.
Their customer service department is an absolute rabbit warren of trying to find any meaningful help or assistance. Also customers should not have to wait until after travelling to claim any additional costs incurred.

First time using this airline and so disapointed. 23rd March. Late take off as fog in Amsterdam. When we got to airport in Glasgow we found the6 had changed our seats. A 9 hour flight and we would not be sitting together. When we queried it, we were told the flight was full and there were no seats to change us to. We were both in the middle seat of 3. So all 6 seats were single. Best to check when we got to Amsterdam. We did and we were told again at desk that we couldnt be moved. Eventually got through on phone to someone who eventially was able to get us together. We went up to desk and asked about new boarding pass and she said we didnt need it. When we went to board plane, we were told i needed a new boarding pass and to go back to desk to get it printed. Then our Connecting flight to Portland was late as could not get the undercarriage door closed.more delay. On way back from Amsterdam on 3rd April, flight again delayed. It was late in landing and then had to have a puncture repaired before we could board. After 20 hours of travel our patience was wearing thin.

My 76 years old mom and myself were treating appallingly at the airport desk of KLM. I filed an official complaints, was asked for a lot of additional documents and forms to fill out. After 6 months they responded "the are sorry".

After our flight was delayed and we missed our connected flight we were informed we would need to submit a claim for compensation for the transport, overnight hotel stay, and food. I've never experienced such a difficult process for receiving a refund for such a straightforward situation. Not only did we need to chase up KLM multiple times with inconsistent information and communication - KLM took 6 months to pay us out. We had a similar experience with a flight delay/missed connection with American Airlines and after two emails we received a refund within 2 weeks. I can guarantee I will never be flying with this airline again.

Airline customer service just keeps getting worse and they really don;t care anymore. KLM made 13.6 Billion euros in 2025. Yet the customer experience continues to decline.On Trust pilot KLM has a 1.4 star rating and the worst part is they could care less. It doesnt seem to impact their ability to generate billions in revenue. I recently flew from Amsterdam to San francisco on KLM and the Wifi was out the whole flight. So 11.5 hours on the flight with no wifi. Missed a ton of work I was hoping to get done. So we pay for having wifi on flights, but when it;s broken KLM just tells you too bad.

One of the staff at KLM Jakarta Soekarno- Hatta was arrogant and the service was unproffesional when i was checking-in.

We had a delayed flight last July, have been told we are to be compensated, but after 8 months we are still getting nowhere after many calls .
Really poor customer service!

We were headed to Scotland for a guided tour on March 20th and having travelled through out Europe many times were expecting no trouble. When we got to the KLM check in the ticket agent took our passports and tried to print our tickets but couldn’t , she realized that we had not applied for a UK VISAS , which we didn’t know we needed. She told us to download the app and apply . Of course we had problems. She got on her cell phone and asked another agent to come help us but we continued to not be able to process our applications. Finally we got through with a fee of $125 each. No no that’s a scam get out of that strand . She then took our phones and walked us through the process for a grand total of $14 and told us to go back to the head of the line and we were checked through. When we were getting ready to board I was paged to come to the desk, oh no another problem, nope the same ladies were there and they told us to board first. Thanks to two very kind and considerate ladies we were able to get our trip off on a positive note. We are in our mid seventies and can’t express our appreciation enough. Thank you kind ladies, you make the world a better place.

I called prior to my flight to reschedule was told that i had nothing to worry about. Asked several times to be sure i told the rep that i wasnt sure the exact date but i would call back. Called back again for clarity still said I was fine . Tried to book my return filght and they told me it was no showed. They even read the conversation with the rep and now im stuck in another country. Never again.

We saw a trolley of cases that must not of fit on the plane being wheeled back to the airport, upon departure was told some cases didnt make the flight due to 'technical issues'. Once we arrived we had no cases. Was told these would arrive on the next flight which never happened. No communication from klm. Shocking service from start to finish

Worst Customer Service I have ever experienced in my life. No one was picking up at their customer service phone number. It is ridiculous.

Absolutely unbelievable attitude from the pilot and cabin crew. Overall, I had a frustrating experience on a recent KLM flight. While waiting for the lavatory, I allowed a pilot to go ahead of me, but when I was about to enter, I was abruptly told to return to my seat due to the seatbelt sign. While I understand safety rules, the lack of basic courtesy or acknowledgment was disappointing and felt disrespectful.

If I could give KLM 0 stars I would!
Over 3 months, no response, and your call centre hangs up instantly every time I try to follow up. What’s going on, KLM? Customers deserve better communication than this!