KLM Reviews 8,318

Expensive airline market as premium but reslly isn’t. They lose baggage, won’t refund delayed baggage, poor boarding procedures, dirty planes, and won’t even refund for delayed flights. All of the mentioned complaints refer to several different flights.
Clearly, KLM is going downhill.

I took an International flight to Cape Town. Arrived late in the evening my large suitcase did not arrive. Sloppy service at the baggage desk. Told they would call me. No one does. I start reaching out on the Whatsapp chat as there is no immediate way of connecting with a human via their website. I realise the chat is a Bot. Eventually after 5 days I call the airport and ask for the manager of KLM baggage services. They provide his mobile phone. He asks how I revived it. For the next 5 days I spammed him until finally he said I could collect my suitcase 10 days later. I arrive back at the same shoddy KLM counter. They tell me to go and choose my case. There must of been around 50 suitcases sitting unguarded in the public area. I took it and asked if I need to sign anything. Not at all. I realized that the suitcase was broken and took photos and sent them to KLM. When I got back home I had racked up around 900 Euros in expenses. I sent them off to KLM through the correct and no response. They went silent. After a month I contacted an attorney after compiling all correspondence. They immediately took action and retrieved what was owed. Last year I took my family to Cape Town from Amsterdam. On the way back the local people all bearing KLM gear were rude and abrasive. It was late and they appeared resentful and looked like they wanted to go home. My wife struggled to get her casein the scale and the lady laughed at her in a condescending way The crew on board KLM flights are excellent. The support and customer service are rock bottom. Worse than a low cost airline, but paying high cost. They are running on the momentum of their historical branding but unlike companies like Singapore Airlines lack strategy in customer care.

Flying longhaul from Amsterdam, I paid extra for an 'Economy standard' ticket which included a checked bag and free seat selection at check-in. Being over 6ft tall, I need an aisle seat.

When I went to check-in online, I had already been allocated a window seat. I tried to change it, but the system wouldn't allow it unless I paid the equivalent of 25 euros seat selection fee. Needing an aisle seat, I paid, assuming I could get a refund when I informed KLM of their system error.

WRONG! After initially receiving an email from customer service accepting that I shouldn't have been charged, their finance dept who process refunds rejected the request as "it did not conform to their terms and conditions posted online."

Thanks a lot KLM. I may need to fly with you again, but only if there's no alternative.

29 March 2026 - KLM have again reiterated that they will not refund my wrongly charged seat selection fee, and will not review their decision, but hope to welcome me aboard again in the future... As if! This airline seems to think we have no choice when we buy airline tickets!

Disgusting company that penalized me with 150 euros extra for not using my outbound ticket due the illness and concern of other passengers. They refused to allow me to use my return ticket without paying 150 euros. More than half of the total cost of the ticket. This is not the first time they are robbing me on extra costs but this was weird that I had to pay extra for a ticket a already paid for but didn’t you use to save other passengers from getting sick. Avoid KLM is my recommendation. I will never fly with them again.

Super service everything okay except customer service

We never fly with these again, KLM cancelled Flight in December and took 3/4 weeks to return money , didn't get full refund and no explanation why after many emails asking why I didn't get a full refund as it was KLM who cancelled was told case closed and they will not communicate with me any more . Discussing customer service.

I lost over 22,000 Flying Blue miles earned through paid KLM flights because they expired without my knowledge. When I contacted Flying Blue to use them for a new KLM booking, I was told nothing could be done — fair enough, policies are policies.

What isn’t acceptable is that KLM and Flying Blue refused to offer any goodwill gesture whatsoever — not even a small voucher or discount — despite the value of the miles lost, my loyalty, and the fact that I was actively trying to book a new flight with them.

Every response hid behind rigid policy wording, while repeatedly claiming how “valued” I am as a customer. If this is how loyalty is rewarded, the Flying Blue programme is essentially pointless unless you monitor it obsessively.

This experience has completely put me off booking with KLM again. A loyalty scheme that shows zero flexibility or appreciation when things go wrong is not a loyalty scheme at all.

I am beyond disappointed with KLM Customer Care After missing our connection in Amsterdam on Jan 3rd, 2026, due to a delay, we were completely abandoned at the transfer desk. Despite traveling with a 2-year-old child, no duty of care (food/vouchers) was provided, and no rebooking was offered. Staff literally told us: 'Organize your own transport home, KLM will cover the costs.'

In an effort to minimize damages and get our child home, we organized a rental car and replacement flights ourselves. Now, KLM is refusing to reimburse the ~3,000 EUR in expenses. Even worse: in their emails, KLM falsely claims they offered us a ticket refund—which never happened. When we confronted them and tried to accept this alleged refund, they simply blocked us with robotic templates stating: 'Our decision will not change.'

To leave a family with a toddler stranded, promise reimbursement for self-help, and then backpedal on those promises is unprofessional and unlawful. The case has been escalated to the German Arbitration Board (söp), and we will not stop until we receive what we were promised. Avoid KLM if you value honesty and customer support.
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Wir sind maßlos enttäuscht vom KLM Customer Care. Nachdem wir am 03.01.2026 aufgrund einer Verspätung unseren Anschluss in Amsterdam verpasst hatten, wurden wir am Transfer-Schalter komplett im Stich gelassen. Trotz unseres 2-jährigen Kindes gab es keine Umbuchung. Man sagte uns wörtlich: ‚Suchen Sie sich selbst eine Lösung, KLM übernimmt die Kosten.‘

Wir sind zur Schadensminimierung per Mietwagen und Ersatzflug heimgekehrt. Nun die Krönung: KLM verweigert die Erstattung der ca. 3.000 € Auslagen. In den E-Mails behauptet KLM frech, man habe uns eine Ticket-Rückerstattung angeboten – was nachweislich nie passiert ist. Wenn man KLM beim Wort nimmt und diese Erstattung nun einfordert, wird dies einfach ignoriert oder mit Standard-Textbausteinen abgeblockt (‚Our decision will not change‘).

Eine Familie mit Kleinkind erst zur Selbsthilfe aufzufordern und dann auf den Kosten sitzen zu lassen, ist absolut unprofessionell und rechtswidrig. Der Fall liegt nun bei der Schlichtungsstelle (söp)

This company is horrendous. They let myself, heavily pregnant wife and toddler stranded in Amsterdam for 5 days. There was no information given. They wouldn't give us our cases. My wife needed medicine from her case but was denied.
They had no welfare or concern. Closed their offices down so everyone wasn't aware on what to do. Made a lady and her two children sleep on the airport floor for 5 days because she had no money.

Finally spoke to someone on the 5th which I took picture of. Was promised reimbursement for all expenses that they had caused.

I'm still waiting now over a month for someone to contact us. Their website is rubbish. Nobody answers their phones. I would really say clear

Worst experience on a flight disruption.

No accountability, long response rate, claims team hiding behind closed doors, overall terrible service.

Wouldn't recommend KLM to my worst enemy

My name is osaivbie Onaifo. My experience with klm was not encouraging. I supposed to fly on the 05.01.2026 to Nigeria, My flight from Munich to Amsterdam Schiphol Airport got delayed for more than 6 hours because they said the weather in Amsterdam is bad, i supposed to have taken flight in the morning, we ended up taking our flight by almost 7 pm ,before I arrived Amsterdam Schiphol Airport by flight to Nigeria has already gone. When I we arrived we were all told by klm staffs to rent hotel by ourselves and both the transport and the feeding that, will pay for all the expenses they said the hotel should not be more 300 euros. I rented an hotel, I eat and also transport fair. The next I travelled to Nigeria. I have applied for a refund and klm don’t pay me back my money, they said it because of unfavorable weather condition and it was klm staffs that told me and people to rent hotel, and they gave me a flyer to scan code for refund . I scanned all the receipt for what I spent, to klm customer service and Klm scam me. They are fraudsters. Klm are scammers

#KLM Rubbish airline. Hideous customer service. I paid to upgrade to business class when I checked in and four separate boarding passes were issued within twenty hours. I was initially asked for even more money, then seated in economy as business class was no longer available and told to apply for a refund for the upgrade, then while waiting in a queue I was told that that I’d be allowed to sit in economy for takeoff and landing and cross into business class for the remainder of the flight, and the final insult was when they finally admitted that there was a no-show in the original seat allocated to me and that I’d be permitted to use the seat😵‍💫 #badservice

I booked through a travel agency and later contacted KLM for a simple seat change. During that call, KLM took over my booking without telling me. I was never warned that my travel agency would lose access. When I later reached out to the agency, they told me only KLM could help.

That’s when the nightmare started.

Calling KLM means 2–3 hours on hold, no callback, no wait-time estimate, no transparency. Online support is useless. Their website refuses to allow changes and explicitly says you must call, while making it nearly impossible to reach a human.

The flight itself was fine, but KLM’s customer service is dysfunctional and hostile to customers who need help. I will avoid flying KLM in the future unless it is the absolute last option available.

The check in was done 48 hours before the flight Lima-Amsterdam-Vienna. But I couldnt check in the flight from AMS-Vie. It seemed like it wasnt opened yet. I got several reminders from KLM to check in but it didnt work. Then some hours before departure I saw the confirmation in the app that the flight AMS-VIE was cancelled. It was really difficult to reach KLM by whatapp (they replied after 24 hours!!!) and no other option was offered. I somehow managed with a local to get telephone contact with them and they told me to go to Amsterdam, pay the taxi and hotel by myself and booked me in a flight from AMS to Vie on the next day. Fortunately it worked out! But the bad surprise: I especially took care to book a cheaper hotel with ~160€. And guess how much they reimbursed me: 62€ for 2 persons!! Thats a real joke! They reimbursed me 69€ for the taxi but 62€ for a Hotel stay for 2 persons after having me confirmed verbally that I should arrange everything by myself and that KLM would pay for it? Sorry KLM: Thats 0 stars!
And about the bad weather: for me it looked like a normal winter day with minus degrees. The airport and airline were simply not well prepared as I only saw I deicing machine...

KLM cancelled my connecting flight (AMS → Dublin) and sent me a self-service rebooking link that showed **no available flights for days**.

With no reroute, no hotel, and no assistance offered, I was forced to buy a **€399 last-minute Ryanair flight** just to get home.

Weeks later, with no refund or response, KLM then **cancelled my return flight**, claiming I was a “no-show” for the outbound flight — a flight **they themselves cancelled**.

Customer service later told me the only way to reinstate my return was to pay **€500 extra**.

As someone who has worked in customer service technology, this is a textbook example of broken automation overriding common sense, and a clear failure to meet EU261 obligations.

Proceed with caution if you value being treated fairly when things go wrong.

Miserable experience. Boarding pass was not issued upon trying to check in inline, having now to stand in a queue at the checkin desk despite not having any hold luggage. Feeling tired and miserable. Will avoid this airline and its affiliated airlines at all cost in the future.

The flight from Oslo to Amsterdam was delayed and although my connection to Malaga also was delayed I was rebooked. The gate to Malaga was next to where my flight from Oslo arrived and I ran over to the gate and spoke to the assistant and she said that I had to go over to the transfer desk. I ran for almost 10 minutes to reach the transfer desk only to be told that it was not possible to change my ticket to my original flight… I was rebooked to Madrid and then to Malaga and my luggage was of course not there. I was supposed to reach my home around 1700 and was not home before 0200. This was exhausting for me and the 80 year old woman that was in the same situation. This is not something that a normal person/ company would do. I will never ever book a flight with KLM ever again. It surely is a company run by psychopaths.

Very poor customer service! They had a delay due to the staff not being by the plane on time (now later pretend "it was the weather"). Of course the connection was then missed. They just lie now to not provide compensation. Unbelievable how bad this has become!!! They used to be so good before Airfrance.

My experience with KLM has been disappointing. On my first flight, we were delayed about 20 minutes because they almost forgot to load all suitcases. On my second flight, they lost my luggage.

Worst airline! My daughter was sick in hospital and we couldn’t fly. Lost $10000 dollars. And trying to put a claim and trying to get a hold of them was a nightmare. There is also a specific agent called Marshal who is an absolute idiot who never responded or called us back. He f us around! I will NEVER fly with them again. They are a bunch of thieves!!!!!!