KLM Reviews 970

I booked my flight to Amsterdam and received email confirmation and the money was taken from my bank account. I assumed everything was sorted. I assumed wrongly...

I go to check in to my flight the day before the flight, and find that my booking had been cancelled a week prior and the payment on my card has been reversed. Absolutely none of this was communicated to me.

I called customer service and they say it was cancelled as my payment never went through. They tried to blame me, but the money left my account and was then reversed by KLM themselves.

Again, I received no email informing me that my booking had been cancelled and I instead had to look for alternative flights for my trip that was in one day's time, only to find the prices had increased by £160 on their website.

No help was provided and no apology was provided for their mistake and subsequent poor communication. Absolutely disgraceful company and I will never be booking with them again and would recommend you don't book with them either

Booked flights from Bristol Airport to Krakow (return) for 8 people for a stag weekend. The flight out was early morning on the Friday and an afternoon return flight on the Monday. Just got back from a family holiday and received an email stating they had rescheduled the outward flight to the day before our intended day of travel. Due to work commitments by the majority of the party we couldn't make this. I decided to cancel the trip and search elsewhere for an alternative. On cancelling the trip I was only refunded for the changed outward journey and not the return which obviously we wouldn't be using. It stated on the website that refunds would be honoured for any unused tickets. I have tried to open correspondence with them a couple of times now and have had no acknowledgement at all in regards to this matter. This has left me seriously out of pocket.Not at all happy.

I am a platinum blue platinum member for many years. I’ve always booked my flights directly on the KLM app.

I looked at some flight detailsy and saw a flight that I wanted to book but just needed confirmation first of the dates. When I wanted to book the next day, the price is increase substantially. I then went onto the KLM website and found exactly the same flight for much cheaper.
When I logged onto my KLM account on line, the price increased to the same price as the app!!!! Just over £300 more!

I logged out, rebooked at the cheaper price purchase a ticket and then added it to my Flyingblue Platinum account.

Inflight service has also deteriorated the last few flights.

So much for lifelong loyalty.

Just arrived to drop off our bags at Manchester Airport and we've been told that bag drop off doesnt open until 2 hours before departure.
Absolutely ridiculous. We got here early so we could get everything dropped off and relax airside, but now we have to wait an hour and a half before then queueing at back drop off, then security, amd then likely barely reach our gate before departure.
Why the website says to arrive 'at least 2 hours early' is beyond me. The bag drop off wont be open!

I flew from Lima to Amsterdam in November 2025. The flight was delayed by nearly an hour, and my connecting flight had to be changed. Ground staff told me this was because a smaller aircraft was being used. In the end, we departed almost two hours late.

Unfortunately, a passenger became ill during the flight. That was obviously difficult for the crew, and I have no doubt they handled a challenging situation. My complaint is not about that. It is about the complete lack of communication throughout the delay and connection process.

During the flight, the pilot announced that passengers should not ask cabin crew about connecting flights because they did not have the information — fair enough in the middle of a 12-hour flight. We were also told that on landing we would receive an email and/or text with instructions on how to proceed. I received neither, and still have not, which is concerning in itself.

About an hour before landing, connecting-flight information appeared on the inflight screens, but Dublin was not listed. I tried to ask a flight attendant, but she politely said she was too busy as we were preparing to land. Once on the runway, police boarded the aircraft. I gestured to another attendant nearby to ask if she knew anything about my connection. She responded very rudely, raising her hand and saying “STOP, STAY IN YOUR SEAT.” At that point I was still seated and wearing my seat belt — I was only trying to get her attention.

I then had to leave the aircraft without knowing my gate, whether I would make my connecting flight, or whether my suitcase would make it. As I disembarked, the first attendant I had approached acknowledged me, so I explained my predicament. She apologised and suggested using the self-service terminals. I tried, but none worked — presumably because the boarding card issued in Lima was no longer valid.

By then I was panicking. Security staff were doing their best to help other anxious passengers and kindly told me which gate to go to. I rushed there only to find the gate closed, even though the plane was still visible. Aer Lingus staff apologetically redirected me to KLM Customer Service in another area of the airport.

I queued for about 10 minutes before helpful KLM staff issued me a queue number. An hour later I was rebooked onto an Aer Lingus flight around three hours later. That was acceptable — delays happen. I was also assured that my suitcase had been redirected.

I arrived home in Dublin about six hours later than planned, on Wednesday 19th November. My suitcase, however, did not arrive until Sunday night 23rd November. I later learned it had taken a detour to Bucharest.

To be clear: I understand that delays and disruptions happen. What I find outrageous is the inability to communicate with passengers and the dismissive way I was treated, particularly by the very rude flight attendant. Rule number one of customer service is that even if you don’t have an answer, you take the time to listen.

I also tried to provide feedback through the KLM website, but the only option presented was to claim compensation via cash or voucher. I want neither. What I want is for KLM to do a much better job of taking care of passengers in situations like this, rather than disembarking them with no information and denying responsibility for connections.

Finally, I should add that the onboard food was also very poor.

In my experience, KLM has been the worst airline to fly with for job-related or business travel. I’ve had issues with them twice. The first time, the situation was so bad I nearly lost my job, and although they offered £320 in compensation, it didn’t make up for the stress.
The second incident (booking reference XKBE3R) happened on my way to Amsterdam. My forward flight was cancelled without any information. I ended up stuck in Amsterdam Airport for hours, dealing with multiple customer service staff before finally being put on another flight. I received no compensation for the delay—just an apology.
Based on my experiences, flying with KLM feels very risky, especially when travelling for important work commitments.not even deserved one star

Again Delayed.

If you have an option to use any other operator my advice is exercise your choice.

KLM are quite simple incompetent with a staff who really don’t give a sh@t about the customer or what a delay means..

I am absolutely appalled by my recent experience with KLM. I had already paid for an extra piece of luggage in advance, but when I arrived at the airport, there were no staff members available — only self-service kiosks. The kiosks would not let me print my prepaid luggage tag, and with zero assistance available, I was forced to pay for the same luggage a second time just to check in.

I filed a refund request for the duplicate payment, explaining clearly what happened, and KLM rejected it without resolving the issue. This is incredibly frustrating and completely unacceptable. If a customer pays for a service, the airline should ensure that the service is available — or at the very least honor a refund when their own system fails.

I expected better from KLM, and this experience has severely damaged my trust in the airline.

Continuously, the call cuts when I'm on the line. They have a policy of charging you more over the phone to change your flight when the website isn't letting you change. Also...they try charge a fee of 30 on top of all that for service when you try do anything on a call...or the best one yet...it's for sustainable fuel. Both I had removed from the price Absolutely sick of their scams. A complete 1990s failed attempt at a Frankenstein Ryanair model. Everything needs to change from the ground upwards. Zero openness and honesty.

Went on 4 of their planes and all terrible;
- Every single time they took off 30-40 minutes late
- Actual pilot flirted with my sister saying he liked her outfit (she was wearing a crop top with long sleeves and black leggings) but 2 attendants pulled us to the front of the plane in the way of people trying to get on telling us to cover up (I was wearing a long vest top with black joggers) nothing was low cut or see through and we were wearing bras. We’re 18 and 23 and were very embarrassed in front of everyone, my sister has healed scars and was told to cover her arms too even though -
- There was a man watching porn on plane on the plane TV in front of us and pointed at me which made me so uncomfortable and flight attendants did nothing
- Didn’t bring water or headphones for 50 minutes on one flight
- Don’t check seatbelts
- Didn’t give an example in case of emergency on one flight, and the others only a couple attendants far away and couldn’t see them
- Gaslighted us into thinking we were stupid but they made us miss a flight
- Most flight attendants were very rude
- No sick bags
- Laughed when sister was throwing up because again no sick bags, just stood their when we were asking for one
- Pillows are useless and very thin
- No air con on most flights, one had overhead fans but they blew out barely anything. All the flights were boiling and no airflow at all
- Only had 2 options for the main food and both were disgusting. My mum had a weak stomach for 3 days after eating their curry, gave us uncooked egg too
- NEVER asked for any allergies or if we were vegans etc. didn’t give announcements of any allergies
- When we called for assistance they took 20 minutes and told us to stop (we were about to be sick as they didn’t provide water or sick bags yet)
- They change the gates and terminals ALL the time without warning (20 minutes before flights too)
- Say the gates are open when they aren’t and no workers helping around
- They didn’t help the elderly turning off lights etc
- Couldn’t figure out the kids lock or the lights even though they literally work there
- Literally don’t finish announcements in English
- Didn’t see a single smile from anyone especially flight attendants, miserable faces and stares from a lot of them
- All very cramped seats and uncomfortable, my 60 year old mum was in a lot of pain
- WiFi never worked once even though it’s “free”
- Flights say Delta but actually KLM.
- Let a woman move right before takeoff but not our mum straight after to the empty seat next to us
- No power banks or chargers allowed for unspecified reason (they don’t check anyway)
Overall appalled by KLM airlines I wouldn’t recommend, read the reviews!!

Flew Amsterdam–JFK on 25 Oct 2025. Paid for a seat upgrade, but after an aircraft change my seat was gone and no one told me. Gate staff said to claim online. My first two refund claims were rejected (“ticket used”), the third ignored. A call to KLM UK was useless — they said they can’t handle web claims and wouldn’t even confirm the CEO’s name (“you can find it on our website”). At the Amsterdam desk I was told, rudely, to “take legal action.” Only after emailing KLM’s CEO, COO and CFO did anyone respond. Customer service apologised for “mishandling” my case, yet it still took another week and email to get my money back. I’ll fly KLM again, but never pay for extras. They must fix siloed service, stop hiding behind web forms, and refund automatically when services aren’t delivered.

I would have given 0 stars if it were possible. The worst customer service I have ever experienced.

My flight was cancelled and as frustrating as that is I understand it happens. It was the first part of a connecting flight. I was first told they could refund me for the first part and still keep the second flight. I asked for 5 minutes to quickly find another flight with another company for the first part to ensure I made the connection, was told that would be fine but then they cut me off. When I eventually got back through to them I was told it's impossible to only refund part of a connecting flight. I mentioned my previous conversation and they proceeded to suggest that I was lying and the previous person had never said that.

Fast forward to the day of the connecting flight, it was delayed by 4 hours and the communication at the airport from KLM staff was extremely poor.

When I finally arrived at the destination I immediately made a compensation claim. 61 days later and I have still heard nothing from KLM. I've tried calling and just get told it's in a queue and I can't speak to the actual team processing it. It's the same with live chat and Facebook.

I've also been lied to them on numerous occasions. One person told me my claim was now with an agent, then a week later I was told that wasn't true.

I've been told I would hear something in a few days. That never happens.

They are completely useless. Whatever you do, do not fly with KLM.

Our 6am flight was cancelled & we were rebooked on a flight at 17:30pm. When we tried to claim for the cancelled flight, we did not receive a response for almost 2 weeks and then we were asked repeatedly to provide copies of passports, signed letter of authority, which we provided multiple times, by dropping/uploading files onto the online claim.There was no way to view/see the supporting info submitted through the drop files option, apart from our sent emails when we replied directly and attached the requested info, when we realised no one seemed to be reviewing the documents we were uploading through the drop files option which meant there was no transparency from KLM.

Each time we resubmitted the info we received an automated response saying we are reviewing your case.

When we chased for updates, we were repeatedly asked to provide the info we had already provided. It felt like no one even bothered to check or review the emails we sent with supporting information.

We chased several times, but no one responded until one very rude agent replied to say our claim would be closed as we had not provided the info requested, which was not true as we had proof of emails sent to KLM, which we flagged to the agent.

We raised a complaint, three times over the phone(spent over an hour on hold each time) & each time the agent we spoke to said they would escalate to another department, but we never received a response or call back. We also complained in writing quoting the dates we sent the info, but again did not receive a response. Our claim was closed even if we provided the info they requested multiple times. It felt like KLM deliberately put barriers in place to prevent customers submitting claims.

To say our experience was poor is an absolute understatement. I would not use KLM again, they do not take any responsibility for resolving customers issues and there is no accountability. The drop file option they use for customers to submit supporting info does not provide any transparency, as customers cannot see or view info provided, which gives KLM the perfect cover.

They don’t even bother to review or address complaints.

Customer service is non existent. I have been trying to get a cancellation invoice from them for 6 weeks. I have been sent numerous emails from customer services telling me they can’t help me. This is all very stressful especially as I had to cancel for medical reasons. If this simple request is such a problem for them I will never entrust my money with them again.

Can’t be bothered to transfer your bags to your connecting flight very poor now gone a whole day with no change of clothes said bag arrived this morning still waiting for them to deliver it

Was delayed in Singapore for 9hrs and then delayed again in Schiphol for another 8 hours due to missed connection, they admitted liability crew problems and then when I went to claim they blamed bad weather absolutely disgusting and all I got was a 20euro voucher.

Our flight from DUS to AMS delayed due to “staff shortage” for more than 30 minutes. We are senior citizens and in good shape and had to run from one end of the AMS to the other. The gate was closing and we barely made it. Our luggage is no where to be found without any response from KLM. They don’t care. We will never fly with KLM or any other airline than utilizes Schiphol. Just hope our luggage is not stolen or destroyed by KLM staff.

KLM is one big scamming airline.. To get in touch with them it's almost impossible and if you do, their customers service it's useless and misleading!!! AVOID!!!

Where to start, absolute s***show from start to finish , could update but would take to long, KLM totally beyond inadequate, no customer service, no updated information, virtually every other flight everyday been delayed, compromised or cancelled, with no updates or info.
Will never ever fly with this useless company again they are beyond belief, hopeless, the AH all need re- training as they have no clue regarding their respective employ, or customer service, totally without any understanding or respect for the people they should be looking after.
KLM are a joke.

Delayed flight meant we missed connecting flight. Travelling for honeymoon and terrible customer service. Booked onto next flight in 48 hours! Sat opposite ends of plane. Nobody gives a damn! Shocking!