Complain about a product or service

KLM

shelagh of Port Talbot, United Kingdom August 7, 2009

KL1058 to connect to KL1779 July 18, 2009 – Cardiff, Wales. We--myself and my two children--were booked on KLM flights by Costa Cruises in order to meet and embark on the Costa Magica, Kiel, Germany. We were to be met in Hamburg and taken to Kiel by Costa Cruise agents in that country. Due to a technical fault, through no fault of our own, we could not manage to get to Hamburg in time to travel to Kiel and so missed the boat.

In effect, we completely missed the first two of this very expensive cruise. We only managed to get on the boat, when Costa Cruise agents managed to arrange flights that got us into Hamburg, put us up in a hotel and then fly us to Stockholm to eventually get on the boat. We actually missed 3 days as we missed out on the Stockholm tours of this once in a life time trip.

I tried to ring KLM--the person who answered the phone in Amsterdam put the phone down! There was NO KLM staff at Cardiff, Wales to help me. The Cardiff staff tried by could not find us flights to get me to my destination in time to get the boat. I was stressed. I cried. My daughter became sick. What a start to our holiday of a lifetime! KLM was responsible for this. I wanted a stress free holiday, not a test in endurance.

Then to make matters worse, when we did eventually get to Hamburg, only two out of three suitcases arrived all had priority stickers. This was way too much for my young teenage daughter whose case was left in Amsterdam and she cried and cried. Her suitcase was brought to the hotel the next day.

We arrived at Cardiff, Wales at by 4am July 18th as requested to check in. We arrived at our destination the Costa Magica on July 20th mid morning and eventually got to our cabin much later. KLM's inability to get us to our destination on time caused great distress and caused us to miss three days of our first ever cruise. We missed all the introductions, lifeboat drills etc. I want compensation.

They offered me travel vouchers - why would anyone ever want to fly with them again after such an experience. They say that is all they can do, and that they expect me to understand this even though i might not like it. They are right I do not like it and i would like to take this further. However, is it all worth it? I am a widow. I have 2 teenage children. This was to be our holiday - the first real one for a long time. We have had a dreadful year. I just wanted us to be together and have a peaceful time.

Leila of No.15th, Ghandi Sq, OTHER February 21, 2009

For a long time, for participating at the film festivals such as Rotterdam, Cannes, Clermont-Ferrand and we use the KLM, Air France flights. Unfortunately, some things happened which would not be suitable for these brands.

On January 26th, 2009, my colleague Ms. Leila Nayeb Ghanbar Hosseiny had a flight to Clermont as below: KL 434 H Tehran KL 1227 H Amsterdam AF 7438 N Paris The flight was canalled and at the Airport the KLM changed the flight via Iran Air to Paris. Her time was wasted and lost the flight and her meeting in Paris! At the Airport, KLM did promise to send her baggage to Paris. After two days, nothing happened, her baggages were lost and KLM office in Paris in spite of knowing this, did not answer correctly. Several times she calls them without any result.

Here in Tehran, I always call the KLM office, it is either busy or nobody answers correctly. What shall we do? Who is responsible for this event? She lost the flight, her baggage and as the important fact, lost her meeting in Paris. Do you think it is OK for the Prestige of KLM or AIR FRANCE to behave with the Passenger like this? I would appreciate if you could explain it.

Michael of Liverpool, OTHER December 27, 2008

I travelled to the United States 4 weeks ago and my luggage is still not with me I have called every day for the 4 weeks only to be messed around continuously. I have just tried to check my claim again on line and now the file seems to be closed and I still have no suitcase. I did call again and now they are just telling me there is nothing they can do. I am at the end of my teather please could you advise me on what to do next. I have also been told that I cannot file a lost claim as it is still somewhere on the planet. According to the website a lost baggage claim can be filed after 21 days.

Stress and worry over my lost luggage, money I had to spend has not and I have been told will not be re-embursed.

Malwyn of Mumbai, TX December 17, 2008

i was booked on flight KL 662 from Amsterdam to Mumbai on the 14th dec 2008. The aircraft faced a problem with one of its engine n the flight was cancelled. They assured that the same flight could continue the next day same time . All passengers @ 180 were de-planed. @ 100 passengers without EU visa were stranded for hours together in front of the immigration office, KLM staff made no effort to speed up the process. We were put in an hotel Valk @ 100 of us. For reason unknown KLM started pushing people in alternative flights & this started late in the evening.

No proper communication was done whatsoever with the passengers. All flights were departing the next day & through all destinations. Most of the passengers were to Mumbai so were routed through diff sectors such as london, brussels, cairo, dubai, bangkok etc. All passengers had to rush to the airport the previous night in order to confirm their alternate travel, as the tel cards provided by airline was not enough to confirm the information given over the phone.My bag was missing in amsterdam itself as i checked with China airlines before departure amsterdam. This was my given alternate flight.

However after reaching Mumbai my final international destination i filled a report for missing baggage. Due to the above my local domestic flight too got cancelled n i had to bear the additional expenses for the same. The nature of this issue was handled by the KLM staff in very UN-PROFESSIONAL manner, & does not speak much of its name as Royal dutch airline.

Henry of Lagos, MD November 25, 2008

I boarded klm flight 587 from amsterdam to lagos nigeria on november 2008 on my entering the plain my hand luggage was collected from and i was told that my luggage will arive lagos nigeria the next day but till now i am yet to receive my luggage. I have reported to the klm home office here in lagos. I was giving two phone numbers to keep touch but the two phone numbers are not function.

The fact is that the owner of the content of the luggage has reported me to the local police here in lagos that i could not handover his luggage to him. And i have gone through klm website i found lot of customers complian about their luggage missing and if finally arived all content will be missing. I hereby asked that my luggage be sent to me and intact too

Nana of Brampton-Ontario, OTHER November 9, 2008

I travelled with my 2 kids, one with clebral palsy on klm via Amsterdam on june 10/08, to ghana. On arrival I realised the bag that I paid excessive did not arrive. I reported to the airport office and was told KLM will call me when the bag arrived.I waited for two days without any call so i went there again. On arrival I was given my lugaqage, which was found to be cut and its contents emptied and replaced with somea one from Holland's bottled ginsen which I handed it over to customer service.

 I was given an address in aAccra which I filed a compliant and the manager at care told me a copy would be sent to head office which is in Minneapolis since Ghana was not my place of residence. Ireturned back to Canad on July 23/08, filed separate compliant attached letters received from Ghana, gone to the KLM office in Toronto airport, and was given the so called Minneapolis compliant office address and number was I was able to speak to a very rude Male customer service rep. one time. I then mailed out copies of my application thereafter

to this day which is Nov 09/08 no word has been heard from the Klm office. Based on what people have told customers enroute to and from any African nation never get any good treatment from klm staff when you board, which I am beginning to feel it is true.

Nana of Brampton, OTHER November 9, 2008

I travelled from Canada with my two younger kids from Canada in June 2008 from Toronto to Accra- Ghana, on arrival I realised one of my luggage had not arrived. I reported at the KLM office and was given an office address to report to the next day which I did. on arriving in the KLMoffice a compliant ws file and I was told I wouukd be call when the bag arrived.

Iwaited for three day without any call and went to the office myself, low and behold my luggage had arrice but every thing was gone. My bag had been slushed open and i had some ones bottled ginsen in my bag. All my kids foods, clothes and my blood pressure medications were lost. I was told because Ghana was not my place of abode a copy of my compalaint was going to be sent to Minneapolis which is now KLM'S headoffice.

I have made a followup complaints too but no one has responded. I once got some one at the customer service but he was so rude and told me oh mom we dont have any office any more so go on line and that's it till this day. It's so sad when you dont have any one to turn to in such a crisis.

Thomas of Woodbridge, VA November 4, 2008

On Sept. 22, 2008 I was flying from Washington to Accra(Ghana) via Amsterdan with Flight No. Kl 652 to Amsterdan and KL 589 to Accra. When I arrived at Accra Airport I found that one of my suitcase did not arrive.(I paid 400.00 for overweight for my luggage) I reported to KLM staff and they gave me a report and reference number to claim later.

I found my lost bag on October 13th, 2008 the very day I was departing Accra but most of the contents had been stolen. I filled out some papers with the staff of KLM at Accra airport.A copy was pulled out from the computer and the staff asked me to submit to KLM office in U.S.A. as I was departing Accra on the same day (OCT. 13th) Unfortunately when I arrived U.S.A I could not find the copy given to me.

I tried all that I could to contact Accra KLM but nobody answer because it is on answer machine. I tried also to call KLM in Dulles also nobody answer because it is on answer machine. I implore you to help me to get paid of my stolen items. KLM office at Accra(Ghana) airport could furnish you with items which were stolen.

Aseer96 of Kwangyang, OTHER October 27, 2008

Hello Sorry but really this is last time for me to travel on KLM. I was traveling on KLM 5 Sep from Inchon airport Seoul south Korea to Amsterdam .when I reached Amsterdam airport I found that my suite case was totally damaged .I ask KLM staff and they gave me a report and reference number to claim later. When I try to call them no body answer because it is on answer machine by Dutch so I can't understand what machine said.

I try to find someone to help me and I got one of the Dutch and he help me .KLM staff request from me my bank account but as I came for short course I can't open new account .So, I told them and they requested from me to contact south Korea office when I will go back .I asked them about any further information and they said no just threw away old suite case and buy new one and We will compensate you in south Korea.

When I went back to Korea I contact Seoul office and unfortunately they said I have to bring the old suite case (but in Netherlands they said just through it) so I told them I didn't have it because already I threw it away and as I asked KLM office in Netherland they told me to do like what I did . They refused to pay for me and really I was upset and I will never use this airline again. Furthermore, there services are so bad.

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