KLM Reviews 8,318

Terrible and horrendous experience with KLM at Warsaw airport.

Flight has been delayed 3hrs 45, the knock-on affect means it has changed my total travel time by 5+ hours.

Staff were frankly rude, but I am unsure if these were KLM staff or Warsaw airport staff. No information was properly provided and in the end it came from text message updates that filtered through the crowd.

The rebooking process online was smooth, I wouldn't recommend even trying via the desk.

Absolutely do not recommended under ANY circumstances.

What happened to KLM? I am a frequent flyer of 20 years and I have seen KLM declining in the last few years specially after the pandemic. KLM had a great customer care, now they are non existent or useless most of the time, unless you have to book a flight, there they help you, otherwise forget it. Claims not answered or when answered months later always with a negative resolution for the passenger. KLM is very good sending publicity but when it comes to communication about an issue they simply vanish. If you call their help line one can be over one hour on the phone waiting for an agent. Dutch customer care agents are rare or lately Dutch is not even an option when wanting to speak to an agent. In the last two flights they have lost my luggage in both times. As one doesnt travel with a computer all the time when calling to report missing or damaged suitcases they don't pick up the phone. By the time you claim is too late, note this: 7 days for missing items and 21 for delayed suitcases. If you wait to be back from your trip to be in front of your laptop with the details, then it might be too late and over 3 months later and after you chase them up several times, they reply to you saying sorry but you get nothing. Another addition to their lack of care about the passenger: in the last 3 flights if you pay extra for a preferred seat you might find out on the day of the flight that they have downgraded you, but dont expect that they refund you... not.... you need to go through the pain of reporting this and tell the whole story to people that sometimes don't know the naming convention of seats of KLM.
Dont get delayed... before they would compensate, now not, there is always bad weather and for that they dont compensate anymore, even if the rest of the planes are flying and yours is cancelled, nothing... there are now new laws and KLM is very keen on declaring bad weather. Like last xmas, they were warning of delays because "it was winter weather", yes it was cold, but it wasnt snowing, there was no ice...
Of course all these complaints are not really in line with their prices, the raise in fees has been insane. My flight has nearly doubled in price, economy comfort seats have also nearly doubled, and funny, if you pay a seat and later you want to change it for the same class they charge you again the same price, so chose wisely otherwise you double pay. Flying blue membership is not different, I laugh when they talk about "do you feel a valuable flying blue member"?? it makes me laugh... the privileges for members in their different tiers have been reduced. If anyone knows here where to officially complain to a Dutch Government consumer platform please share I will be happy to take action.

Flights cancelled twice - first week of January 2026, on 5 and 7 of Jan - notice provided the night before. Stuck in a ski resort in France for a week (two adults.) Had to take time off work - unpaid, book extra accommodation (luckily, a friend had a spare room) nothing paid back by KLM but 56 euro! Robotic and useless customer service which sends you generic messages.

The flight got canceled after we on plane for 4 hours on ground missed connecting flight and lost separate booking did not give hotel room and gave cheap airport vouchers the desk staff had no clue how are connecting flight layover would be customers service closed for night put 300 passengers in one line staffed by 4. Staff.do not fly klm.

I recently had a very stressful experience with KLM and feel disappointed with how it was handled afterward.

On March 11, I flew from Berlin to Gothenburg via Amsterdam (same ticket, KLM flights). The first flight was delayed by ~50 minutes due to a broken gate and a drone incident. This reduced my already short connection time (1 hour) to almost nothing.

Despite KLM being fully aware of tight connections onboard, there was:

No assistance on arrival

No staff guidance at Schiphol

No coordination with the connecting gate

We were simply told to “hurry.”

I had to run across Schiphol from gate B15 to D79 and only made it onto the plane at the last moment, completely exhausted. If I had been older, less fit, or travelling with more luggage, I would have missed the connection.

What is most frustrating is the response from KLM Customer Care. They dismissed the situation entirely because my final delay was under 3 hours, referring only to EU compensation rules—without addressing the lack of support, communication, or passenger care.

This is not just about compensation. It is about responsibility and basic service when passengers are put into difficult situations due to airline delays.

Expected more from KLM.

All 4 flights: great weather to fly, no busy holiday season, still somehow all 4 flights were delayed. They force us to put our SMALL hand luggage in to the cargo hold ”flight is full, everyone in the zone 4 & 5 needs to put their hand luggage in to the cargo hold”. We were first on zone 4. After us came over 30 people (zone 4 & zone 5) with lot bigger luggages in to the cabin. So they discriminate us. And top of all; they left our HAND luggage in the wrong country. I came to my cold country without jacket and keys and they say that they can’t do anything.

On 19/12/25 my flight from hell began...

We were on a Christmas trip to visit an in-law with two passengers afraid of flying (myself as their emotional support). The leg was between Edinburgh to Amsterdam, then Amsterdam to Calgary, Canada.

Firstly, KLM moved me from my PAID extra leg room seat in the middle of the two afformentioned 'fear of flying' passengers to a standard seat and put a random person in mine between my partner and mother in law for 8 hours - without warning prior to check-in. I am on day 84 days of attempting to get a refund that was 'authorised' 79 days ago. To summarise, apparently, they initially blamed my bank (my 1st, 2nd and 3rd time chasing it, within 20 days of eachother), then admitted they didn't actually process it and there's an issue their end (4th time chasing them), then asked for my bank details to direct transfer (5th time chasing, yesterday) to only tell.me that won't work and to try go through all this again.

SECONDLY, they lost our bags in Amsterdam.. we were going to Calgary, Canada, -20 degrees without any clothes but those we were traveling in. We arrived at YYC and 80% of our flight was missing their bags so the single KLM staff member had to process ~150 forms for lost baggage. HOWEVER, they said due to the volume, they would "take emails" and send us our unique tracking numbers (You know.. the number you need to track progress of your bag return, get refunds if lost and claim expenses against?).. yeah that never came. We actually met 3-4 other passengers on our return flight who also didn't get it. So, queue an immediate trip to the shops to buy clothes and more importantly winter appropriate gear. 2 days past and no update on bags. Attempted to call, it cut off TWICE after 2 hours waiting. Attempted social media (WhatsApp / Messenger), no response for 48 hour, resorted to joining Flying blue club as some online post suggested their faster at getting back - after 2-3 hours of chatting, tracking and going above and beyond the Flying blue person found a trace of my bag, various internal tracking number (not the one I needed to claim anything btw..) but could advise when I'd get it as it's KLMs job. Day 4, I get a knock at the accomodation door at 11:30pm(!) dropping 2/3 of the bags - no warning. I asked them about others, the driver said "there's hundreds to go through, you'll just have to wait". I remind you I've had NOTHING from a KLM representative at this point. 24 hours pass and the poor man came back again around midnight to drop the last bag. The initial ordeal was over.

On returning home, the chasing for my refunded seat continues as detail above, they denied my expenses accrued stating I "didn't report the bag lost correctly".. apparently their rep at YYC and the physical form submitted that gave them the address for bags weren't real.

Long story short, they will manipulate fact, steal money and not refund you, stonewall / ignore you and straight up lie to you at time.

Avoid KLM.

(I should add, I have all the chat logs saved and evidence to prove all the above in court if I must resort to that)

The only positive was the flights were on time & good in flight service.
KLM you LOST my luggage in Amsterdam in late September 2025 for 10 DAYS!!! Frustrating experience trying to get a refund (for lost baggage) & many purchases to replace everything I had in my luggage after months of waiting! Frustrating experience as I STILL DO NOT have my REFUND! Why can't I ESCALATE the CLAIM? Why can't I speak to a HUMAN voice? Why is all communication done ONLY through EMAIL? The customer service agent I'm dealing with takes 3 weeks to a MONTH to answer my emails. NOT ACCEPTABLE! I was supposed to receive my REFUND LAST WEEK after months of waiting! It seems that they would rather go BACK & FORTH than RESOLVE the ISSUE! So disappointing!

Bought business class tickets to Amsterdam, Helsinki, and Oslo for our 40th wedding anniversary trip. The first leg of the flight was cancelled by KLM and they put us on United Airlines. Our bags didn't get to us until about a week late. Neither airline is willing to take responsibility, and all replacement clothes, cold weather equipment, personal items, and new luggage have me out over $2000 US

NIGHTMARE customer services!!
TOOK 16wks to refund a cancelled flight and HOURS &HOURS of phone calls, emails &messages!!
Paid £100 extra for free cancellation !!

Appalling company to deal with and fly with.
Flight last year, I was rerouted by 2 additional flights and had paid twice the cost for an upgrade!! 4 hrs extra travelling due to a delayed flight take off and missed connection.
Baggage’s lost and no compensation.
WILL NEVER BOOK AGAIN

worst low cost company ever. They lost my luggage and very few help was offered to helm me. I received a lot of wrong info from different klm assistance employees. They will not refund the drugs that I had in my luggage and the reimbursement is really slow.
Avoid this company

Horrible rude crew. Horrible passengers. Everybody on this flight was rude and only worried about themselves.

I tried to add a bicycle to my booking but the option was not available in “My Trip”.
The process is much more complicated than with other airlines, Norwegian
It should be possible to add sports equipment easily online.

YESTERDAY 13.APRIL 2026 I TRAVELED FROM FRANKFURT TO AMSTERDAM THEN TO GHANA. I GOT TO GHANA AND MY BAG 23KG DIDN'T MADE IT. NOW I HAVE TO STAY IN HOTEL IN ACCRA USE TAXI UP AND DOWN TO AIRPORT. I LIEVE ALMOST 4 HRS AWAY FROM ACCRA, SO I CAN'T GO AND COME BACK SO MY FAMILY HAD TO LIEVE ME BEHIND WITHOUT CAR AND GO BACK TO OUR VILLAGE TO WAIT FOR ME.ALL MY CLOTHS ARE IN THE BAG. I SLEPT WITH MY CONTACT LENS BECAUSE THE LIQUID IS ALSO IN MY BAG. THE WHOLE DAY GOING UP AND DOWN TO GET THE LIQUID TO BUY FOR MY LENS. AT THE AIRPORT STOOD AT THE BAND TILL NOTHING WAS COMING BEFORE THEY INFORMED ME. NOONE SHOULD GO THROUGH THIS WHEN ON HOLIDAYS. STILL WAITING.
THE FLIGHT WAS HORROR, IVE NOT BEEN FEELING FINE SO WHEN I GO ON BOARD I WENT TO ONE OF THE LADYS AND ASK RESPECTFULLY IF IT IS POSSIBLE FOR ME TO UPGRADE MY SEAT 💺 AND SHE SAD YES AND TO ME TO SIT ON MY NEW SEAT I CHOOSE AND WAIT FOR HER SO I GOT MY CASH READY 229 EURO AND ALSO MY CREDIT CARD.THE FLIGT ATTENDANT CAME LATER TELLING ME SHE IS SORRY I CANT UPGRADE MY SEAT. I ASKED CAN YOU EXPLAIN WHY PLEASE? AND SHE SAID BECAUSE OF THE TICKET I BOUGHT ,THEN I ASKED BUT WHATS WRONG WITH MY TICKET BUT SHE DIDNT ANSWER ME SO I WENT TO MY OLD SEAT. THE WHOLE FLIGHT MY WAS NOT FEELING WELL AND JUST TO GET HERE AND ANOTHER STRESS WITH MY BAGGAGE. IM JUST TIRED 😫 TOO MUCH DISAPPOINTMENTS IN A DAY. KLM GET YOUR ISH TOGETHER AND HOPE I GET MY MONEY BACK FOR ALL THIS STRESS BACK.

I submitted a claim a month ago for compensation for a cancelled flight, lost baggage and reimbursement for related costs …I’ve heard nothing since despite two chasing emails and cannot get through on their customer service number …absolutely awful

Title: Systematic Service Failure: Two Legs, Zero Bags, and a Broken Business Class Cabin
Route: To/From Hyderabad (HYD) via Amsterdam
Class: Business Class
Overall Rating: ⭐☆☆☆☆
1. Repeat Baggage Negligence & Communication Blackout
This journey was a total logistical failure. My outbound bag was missing for 5 days. Despite having an AirTag in the bag and providing KLM with its exact location, I was met with total silence. KLM’s WhatsApp support was useless; I remained "in a queue" for over 24 hours, and follow-up prompts days later yielded no updates. Now, on my return flight, my luggage has again failed to make the aircraft and remains in Hyderabad. Same experience. I’ve been in a queue for 48 hours, none of the phone #s work and I’m without bags and contents with another round of travel fast approaching. A 100% baggage failure rate for a round-trip Business Class ticket is inexcusable.

2. Hard Product & Utility Failure
The "Business Class" cabin was unacceptably worn and dirty. On the 10+ hour return flight, my In-Flight Entertainment (IFE) screen was inoperable. Most critically, the seat power outlets were non-functional. In a modern premium cabin, functional power is a basic utility, not a luxury—especially when mechanical delays require passengers to manage their own rebooking via mobile devices. Charging for Wi-Fi when basic seat utilities are broken is an insult to the passenger.

3. Operational Support Breakdown
KLM’s support infrastructure is functionally nonexistent. During my first 5-day delay, three provided phone numbers were disconnected or unreachable. On the return leg, despite mechanical issues and a high-pressure transfer, the crew provided zero information on rebooking or transit options. I was left to navigate a stressful transfer with no guidance and a dead phone due to the broken seat power.

Conclusion
As a loyal flyer of KLM’s partner, Delta, I am appalled. This experience will assuredly impact my future international travel and my decision to chose KLM.

Choosing an Asian vegetarian meal was OK on the Amsterdam-Lima route but on the return journey the same choice led to awfully poor-quality meals. I mean abysmally bland and ridiculously un-Asian.
KLM is no different to the other major airlines: driven by cost-cutting and treating passengers in Economy class as dumbos who won't realise how badly they are treated.

Flew business class - on long haul with layover in Amsterdam.
- Bad food through both legs, almost non edible.
- The Amsterdam lounge is full & bursting with people.
- Most of cabin crew is typical European folks on lazy customer service.
- Lastly, in the second leg the business class seat was broken.

Not worth the money with this airline - fly the mid east carriers.

I would give them negative stars, but is not possible. The customer service is disgusting at this airline. It is not only not helpful, but they are rude beyond anything I have seen. They work against you. Do not use this airline!

They con you in relation to compensation. Due to smaller plane put in on route, I was forced to stay overnight in Amsterdam on a flight from Canada. They gave me a voucher for 250 Euro indtead of the 600 Euro I’m entitled to. I told them, and they said I needed to claim it online. Online they kept ignoring what I wrote (4 times) just claiming, I had already been compensated. Calling you get the sales department. So they have now succeeding in deliberately cheating me for 350 Euros. Be away there is no govermental support for claims of this kind in Holland. So find someone else for your fligth if you don’t want to be cheated