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.

Pamela of San Rafael, CA May 4, 2009

I purchased a ticket for my daughter Christina to fly from Amsterdam to San Francisco, non-stop, on KLM Flight 2605, on 12/25/08. She was suffering from an illness and needed to return home as soon as possible. I respectfully request that a refund for the charge of 2,409.48 to move up to Business Class, because of the unacceptable treatment and flight conditions. In summary:

• Christina was promised a comfortable seat because of her illness. • Almost immediately, Christina was moved from her original seat and given an extremely unacceptable one in Coach. (Last row of plane, near bathroom, everyone around her vomiting, etc.) • There were empty seats in Coach and Christina was not allowed to take one. • Christina spent more than half of her flight in Coach. • Christina was not served any food while in Coach. • The Flight Attendant agreed that she shouldn’t be charged for moving to Business Class.

After several hours of dealing with vomiting neighbors, her own sickness, not having any food, and having to move regularly to let people out of their seats so they could use the bathroom, Christina walked up and down the aisles looking for an empty seat, with the intention of requesting to be moved. There were other empty seats, and passengers were being allowed to lie down and sleep and take up 2-3 seats. Christina asked a flight attendant if there was any way she could move, as she was getting sicker myself. Christina was told there was nowhere else on the plane to sit. Christina was greatly distressed and even asked if she could just lie down in the aisle. She was told there was nowhere for her to lie down, yet other passengers were allowed to lie down and sleep and take up 2-3 seats.

Out of desperation, Christina walked up to Business Class and noticed about 5 empty seats. She explained her situation to the flight attendant who was extremely understanding. She told Christina she could move up to Business Class. Christina asked what the cost would be, as she is a college student and does not have a lot of extra money. The flight attendant said “If it were up to me, I wouldn’t even charge you.” The flight attendant also stated it was obvious how sick she was.

The contrast between Coach and Business was astonishing. The flight attendants showed genuine concern for my daughter. One sat with her for a while as one of Christina’s symptoms was uncontrollable shaking. The flight attendant stated she could tell Christina was extremely uncomfortable. She provided a warm blanket, slippers and a towel. The flight attendants were attentive. Christina asked for food, even though they weren’t serving, and she received it. The treatment she received while on Flight 2605 was unacceptable and we request a full refund for the entire price of the ticket and the upgrade. Christina really had no other option and the flight attendants understood that.

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

Leila of No.15th, Ghandi Sq OTHER (02/21/09)
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

Michael of Liverpool OTHER (12/27/08)
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

Malwyn of Mumbai, India (12/17/08)
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

Henry of Lagos MD (11/25/08)
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

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