KLM Avis 

Flight delayed so they cancelled our connecting flight - we got there in time but on the gate they would not let us in as they said klm had cancelled us and put us on the flight next day - we were told to get a hotel and claim the money back - we did this , put a claim in and they shut it down without refunding - totally repulsive company

My family, along with a family friend, had planned a trip to Germany on flight KL932 from Edinburgh, and we were very excited about our holiday. Unfortunately, that excitement did not last long.

The flight from Edinburgh was significantly delayed, which caused us to miss our connecting flight from Amsterdam. As a result, we lost an entire day of our holiday and were forced into a tiring and frustrating overnight stay in Amsterdam. The situation was especially difficult for our children, who became sick and extremely distressed due to the long delays and uncertainty.

We were informed that the delay was due to weather conditions. However, there were no weather issues, and KLM staff themselves acknowledged the delay with some passengers. Additionally, we observed that some customers received compensation while others did not, which felt unfair and inconsistent.

Because of this disruption, we suffered a significant financial loss, including the cancellation of all pre-booked arrangements for the first day of our holiday. The experience was deeply disappointing and has left us with very little trust in KLM’s customer service and handling of passengers during disruptions.

We believe this situation was poorly managed and would like a proper explanation along with fair compensation for the inconvenience, distress, and financial loss we experienced.

Klm are a disgraceful organisation. Don't use them, if there are any issues they just rip you off. Avoid at all costs, if you use them on your head be it.

This review should be 0. I have called about 5 times to try and get my cpap machine approved which is a medical device. Every other airline just says bring it aboard with a doctors note. These guys have made it sooo difficult. Who would have thought I’d want to go crawling back to easy jet and Ryan air. KLM are genuinely awful, avoid at all costs.

Booked a flight and paid with their bank transfer service because there wasn’t an option to pay by card. The bank transfer doesn’t go through immediately and they cancel the booking. Then the bank transfer goes through. Now I’ve paid and have no flight. I book a flight elsewhere and request a refund. Their customer services closes the case with no contact. I call customer services. They say they initiate a refund. No refund is received. I call them again and they give me a reference number. I ask them to send an email but they can’t send emails, apparently. I give the reference number to my bank, who can’t find anything with the reference number. Still no refund received. It’s been 3-4 weeks. I’ve tried updating my case several times and they do not react. Really poor communication and still waiting for my money.

Booking for the non booked flight XMRS3E

Also I cannot request a refund on their page because the booking isn’t a booking and therefore can’t be found with the booking reference.

In my 35 years of professional career and worldwide travel, I have never witnessed such a clear level of negligence and lack of respect toward passengers as what I experienced today with KLM staff.

Due to poor management, complete lack of preparation, and an alarming indifference toward customers, three lines of nearly 100 people each were formed, all waiting to be assisted at Amsterdam Schiphol Airport today, 12/20/2024. This situation was not an accident—it was the direct result of deficient organization and a total absence of leadership.

The most serious issue was not the waiting time, but the arrogant, mocking, and dismissive attitude displayed by some KLM agents toward passengers. It was deeply upsetting to see how they ignored people, laughed among themselves, and treated visibly tired, confused, and frustrated passengers with contempt. I watched this in disbelief and kept thinking: Is this KLM? The so-called “ROYAL” airline?

Where is the basic respect for customers?
The excuse given was that passengers had to stand in line and take a number from a system that was not working, shifting responsibility onto the customer for an operational failure that was entirely KLM’s responsibility. It was evident that staff had no clear instructions and no supervision whatsoever.

Passengers understandably lost their patience and composure and asked to speak with a manager. No responsible person appeared. The complete absence of on-duty management made it clear that there was no real interest in resolving the situation or in protecting the dignity of customers.
What happened today was shameful and unacceptable.

Customer service did not just fail—it was treated with contempt.
KLM, be assured of one thing:
NEVER, ever, will I fly with you again.

I was on board a flight and my son was assaulted by the passenger in front of him. I raised this and what they said is that they threatened me to drop me from the flight if I do not accept their resolution, which was to ignore the assault. The passenger who assaulted my son spoke dutch and English, while it is clear I was neither Dutch or British. I followed the procedure they recommended but my complaint didn't yield any further investigation. For me this is most probably a racist act!

Flights cancelled , delayed, cancelled , klm flight from Abz to nce on Sunday 6am cancelled, was put on 9am BA flight via LHR , arrived LHR 11.30 to get a message that NCE flight cancelled , was already 3 hr delay , was offered 6am Monday flight🤷‍♂️, hardly worth going away , went to BA desk to be told it was nothing to do with them and to contact KLM , 30min wait on phone , KLM eventually got us on 20.00 Sunday flight , was given no voucher from klm but told to keep receipt if spending money on food or drinks , I used 2 lounge passes , should have arrived at NCE at 11.30 Sunday but was 23.00 Sunday evening , lost whole day waiting in airport, asked for compensation, excuse for first flight was extreme weather 🤷‍♂️, still waiting on excuse for other flights , customer service is crap

We flew out on 17/12/25 from MME to Quito via Amsterdam, at no time were we advised about luggage issues at Amsterdam. We arrived at Quito 1 bag missing, still at Amsterdam, and has never moved, my Samsung air tag confirms this.

I filled out the necessary forms at the airport at Quito and was advised it will be sent on, and kept informed, this never happened, it’s an automated service which goes no where.

I have spent hours trying to send information about the bag whereabouts and no one is interested, the bag contains my diving equipment for a trip of a lifetime to Galapagos on a diving boat from Baltra, for my 60th birthday, this is not going to happen, and your cavalier attitude does not help.

You also informed me that I’m not entitled to compensation even though it’s your system?

When I return to Amsterdam on 5th January at 12.50, I want to speak to a person from management and collect my case.
I am now worried about my other bookings to Brazil that again I’m flying with KLM in April,
with luggage?
A very disappointed and upset customer, this is very frustrating and stressful that there’s no one who wants or can help.

Regards
David and Carol Owens

Flight KL644 from New York JFK to Amsterdam on Sunday 14th Dec 2025. Heavy snow overnight made us decide to get to airport early, arrived 6 hours ahead of flight. We had wheelchair assistance booked for my wife. Obviously no Gate Number this early - the wheelchair assistant was very good, she checked with 2 different desks and said she was taking us to Gate B32 but we may have to move to another Gate once allocated. Great so far. Waited few hours at Gate B32 then, after start of check in time, went to B32 desk to ask about gate number - staff there just would not make eye contact and ignored me until I knocked on the counter and called Hello. Asked the male staff member if they knew which gate for KL644 - they did not know or have any information yet. Quite some time later went back to desk - ignored me again. Spoke up and asked the man to confirm KL644 was from B32 as the banner at the bottom of the desk screen now said NEXT FLIGHT from B32 is KL644. He said he was not sure what the situation was. I told him we needed to be sure because if we did have to change Gates my wife needed wheelchair assistance - he said if we needed that we would already be missing our flight anyway (still about 2 hours before flight). I check flight notice board and still said KL644 was Gate B22 and on time, NOT B32. Back to B32 desk and now quite a queue behind me all trying to find out about the correct Gate, some had been waiting over 2 hours at B22. I was told to go to Customer Help by Gate B24 which was a long walk for me having COPD breathing trouble. Got to Customer Help and a HUGE queue which I joined and waited. After some time I apologised to other travellers and walked past them up to the help desk who checked and said it should be B32 the noticeboard was still showing B22. Back to B32 extremely panicky now, time is well past expected boarding start time, nobody knows for sure which Gate we should be at and there are NO available KLM or DELTA staff to ask - DELTA/KLM Gate desks with NO queues just said we are not dealing with any questions about other flights. Got back to Gate B32 and many other passengers still confused. No announcements, board still says ON TIME yet we are well past boarding time. Eventually flight notice changed to B32 - we got boarded and the wheelchair staff were extremely helpful and clear with their instructions. On board the seats were good, space was good and the entertainment console worked better than our previous flight. Cabin staff were good throughout flight. FOOD - I had the vegetarian option and it was NOT good at all, no choice and poor taste - I actually ate only a couple of mouthfuls of dinner and left the breakfast wrap completely because the paper wrapping was completely stuck to the wrap around the cooked salad - I accept food is a personal taste but this is not acceptable. We took off from JFK 2 hours late - we only originally had 2 hours at Amsterdam to catch our KLM connection to Manchester so odds were we would miss our connection. The onboard TRANSFERS screen showed our connecting flight was leaving Amsterdam on time. We are not frequent flyers so got a bit panicky about how we would get to Manchester, especially if we had to find the money to pay for it. Cabin crew advised the change of connection flight would be sorted for us - that's OK then, except there are no other flight from Amsterdam to Manchester listed for that day - nothing we can do but still bit panicky about it. This flight was an awful experience. We got off and again the wheelchair assistance was super - told our assistant we had missed our flight and he said "no, you'll catch it, it has been delayed at least an hour". So they knew it was delayed but their inflight system still showed it leaving on time - VERY POOR and caused great concern and worry for quite a few passengers. KLM flight to Manchester was good - it is a pity that the ONLY good thing about the actual flights was that one of them was delayed and consequently we caught it. DELTA/KLM - NEVER AGAIN. The causes of delays may, or may not be directly their fault but the non-existant communication and appalling customer service and communication IS their fault and fully under their control. If they had communicated clearly as things changed then much fewer passengers would be queuing to ask questions and staff could deal efficiently with those. You have a responsibility to your customers which you seriously failed to carry out.

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!!