Iam a KLM passenger dated Feb.28, 2010 from flight Amsterdam via Manila I and my companion was informed that our baggage was delayed on that day. So i was able to pick up the delayed baggage on the following day and when i came home i just noticed that my check in baggage was broke already, please sir, do something about this problem that it will not happend again to the other passengers so that we won't lose our trust to your company. Thank You!

myself and my partner decided to book a weekend away to amsterdam as a second honeymoon but now im begining to wish i hadn't
it started fine on the klm website booking our flights until we got near the end and the website froze convieniently after it had got payment details. so i checked my online banking to find that the payment had been made upon wich we contacted klm to be told that the booking was cancelled we reported that they had my payment but they denied it i however recieved a confirmation email to state that my booking was confirmed for the 5th march 2010 we again phone klm to tell them again we were told that the booking was cancelled because we did not complete the online bookingthey again told us to disregard the email and that no money had been transfered so after banging my head on a brick wall for over an hour i left it at that 3 days later the money was back in my account so i thought the matter was closed ..
my partner and me really wanted to go to amsterdam so we decided to try again and booked the flights online without incident we were overjoyed that we sucseeded in booking our flights we recieved the cofirmation email and our e tickets no problems ... we were glad that we managed to get our flights cheaoer the second time £295.80 a difference of 48 pounds we thought great ...
however 2 days later klm decided to take the original booking payment of £343.80 from my accountwhen we phone to complain we were told that they would refund the lesser payment of £295.80 back to me but it would take up to 3-4 weeks wich is a joke .
after being on the phone to klm for over 4 hours i decided to ask for compensation from them for all the hassle as they admit it was there fault and was told i would have to speak to customer care dept.upon requesting the number as it is not listed anywhere i was told that there was not one ...i thought that was a bit strange a company the size of klm not having a customer service phone line so i asked the women i spoke to at reservations how to contact them they said i would have to write an email again i asked her how its possible to have an email address but no phone service she couldn't comment on klms technical department so to sum up i have been told i will get a refund of the lesser amount but it will take 3-4 weeks..and if i want anysort of compensation i would have to talk to customer services wich does not exist ...so beware of klm they are a bunch of con men who just want to take your money there service is appauling they customer services is non existent the staff at reservations are as freindly as an angry warthog i am most displeased with klm and will never again fly with them so beware ...

After an 11 hour flight from South Korea and a one hour stop over in Amsterdam I boarded my connecting flight to Manchester on 23rd December 2009. As we approached Manchester we were informed by the captain that the airport was closed due to snow and we were turning back to Amsterdam. On arrival - around 11pm - we were told that accommodation had been arranged for the night and alternative flights would be arranged for the following day. At this point everything seemed under control.

I, along with the many other passengers, had to queue for our hotel vouchers. By this time it was close to midnight. I was told to get the free bus to the hotel and be back at the airport by 7am to try to arrange a flight to Manchester. Once again I was in a queue, not quite far ahead enough to catch the first bus. We waited for another half hour in the freezing cold for the second bus to arrive. It was close to 1am by the time I checked into the hotel. On talking to other stranded passengers I found that many had already called the airport and taken the few available flights left on Christmas Eve. I called and was told my best bet was to get to the airport early. By this time it was 2am local time and I had been travelling, without sleep, for 24 hours.

At the airport I was offered a choice of two flights - one via Paris which would arrive in Manchester at 6pm - just as the last train to my final destination was leaving, or via Heathrow with a 6 hour layover which would arrive at 4:30pm. I opted for the latter, spent a further day without sleep at Heathrow, sat on a stationary BMI plane for an hour because they had the wrong equipment for loading baggage and finally arrived in Manchester just before my train departed. My luggage did not arrive with me and as of today, January 6th, has still not been delivered. I now have a new suitcase, clothes, toiletries and other essentials to take me through the remainder of my holiday and am no longer in England. Even if the case is returned to me somehow, somewhere, I will exceed my luggage allowance for the return journey. The Christmas gifts I took for my family are still in the missing case - if it does turn up do I have them returned to Korea or do I send the case and gifts to England and leave my clothes and toiletries there? The woman at the baggage helpline only wanted an address to deliver the bag to, with no consideration for the additional problems that such late delivery will cause.

So far KLM have replied to my email denying any responsibility as the initial delay was caused by snow. The baggage problem they have off-loaded onto BMI who can only tell me that they are sorry but they are unable to contact their couriers and but assured me that my suitcase was now in Manchester, then Liverpool, then Warrington -- still hours from where I was staying.

I am simply flabbergasted by such incredible incompetence, lack of interest in customer concerns and the difficulties in speaking to anyone with any authority to deal with my situation. I have a list of at least ten phone numbers which I have been asked to call to chase my suitcase or complain about the situation. I am not looking forward to the return journey and sincerely hope my new suitcase and new clothes and other goods won't go the way of my old one. The cost of replacing all my possessions, plus money spent on food and drinks in the wasted hours, internet and telephone costs while in transit have yet to be calculated but amount to more than I would have paid for a worthwhile airline.

My name is Diana Moreno Averhoff, and I'd like some guide on an issue occurred in Panama, August 5th of the present year with KLM airlines.

My itinerary was Costa Rica - Panama - Amsterdam - Stockholm. Once I arrived in Panama, my flight with Copa Airlines was a little bit late, however we were quickly located on the gate to take the flight to Amsterdam operated by KLM.

Some questions were made to me, for example where in Sweden I was going, my relationship with the person waiting for me, to which I replied it was a citizen of Sweden and a friend, and they kept on asking if that person was 'only my friend' which I didn't find relevant to answer, and since when I knew him. As long s I'm concerned, that information must be asked once I am on the UE and if it was in Panama it had to be asked by some migratory entity, not the airline itself.

They asked me for an invitation letter, which I had, and they said it was nothing without the copy of the passport of the person who was invited me.
Also asked me how much money I had. As long as I'm concerned a minimum of 520 Euros is asked, I had more than that amount but they never counted my money and didn't show any interest on helping me. When they insisted I didn't have enough money, I told them I could contact my family if they allowed me so I could get a transfer to my international debit card and once they did (less than 5 minutes) I could show them the funds they were asking for. They denied the help and a phone call.

I understand the requirements to travel to the UE, however they treated me bad, disrespectfully, even laughing and making jokes while I patiently was waiting for some answer and politely answer to all their questions. In your website there's a section where you can enter your origin country, connection country and final destnation and the requirements for the trip are listed. If I enter such information what I get is:

Passport required.
- Passport and/or passport replacing documents must be valid
on arrival.

Visa required, except for A max. stay of 3 months:
- for nationals of Costa Rica;


Additional Information:

- Visitors must hold visible means of support and need to hold
required documents (i.e., passport and where required, a
visa) for return or onward journey.


I had all the documents required with me, but even like that, they denied me to take my flight to Amsterdam. That was at 8:05 pm and they didn't provide me any information, an employee came with an offer of some hotel, they didn't even say they would cover the transportation, and said I had to pay for the hotel, which to my opinion, was not a thing I had to pay for, since I was traveling with all I needed. They denied everything that they could help me with, including to provide me with a fax number or an email where my contact in Sweden could send the scanned copy of their passport that they were requiring from me.

They blamed the other airline when I replied it wasn't my whole fault what was happening, and told me that next day I had to talk to Information on the airport at 7 am, and they said their shift was over, I had to look for them on a coffee shop because they left me sitting on the waiting room without saying anything to me. Told me they would be back next day at 2 pm but that I could find personnel at the airport around 10 am, which wasn't true, since next day I asked and I got informed that they were there around 6pm, because they only operated the Amsterdam flight.

I asked for some written document if they wanted to send me back to my country, to specify the reason why, they said there was nothing they could do if I didn't know about the rules to enter the UE, to which I replied I had knowledge of them, one of the ladies asked me very impolitely if this was my first travel.
They all were very rude to me, and I don't understand, if I am a customer on that airline, at least I deserve a concrete explanation and a little bit of help, because after all I'm the person paying for their services.

They knew my ticket was non refundable or subject to changes, however they told me I could fly next day if I had all that they asked me for, I don't understand why they lied to me. I got that information when I called the KLM offices in Panama, a lady tried to help me but said that my ticket was blocked with a note saying that I had incomplete documentation. I was stuck for 24 hours to hear that in the end. And the day before they even had taken my boarding pass and told me to go sleep to a hotel, knowing if they had my boarding pass it means I'm not able to come back to the airport later, however, an officer got my boarding pass back and gave it to me. I didn't have any idea of where my baggage was, they didn't help me at all.

I'm very disappointed, because after all I had to pass through on a country which wasn't mine, under their "rule" saying I had to pay $250 for staying in Panama because of their fault which in the end I found out I didn't have to pay, I came back to my country thanks to the help of Copa Airlines, they didn't charge any fee to me because they said I had a ticket back for August 20th and I was able to use it to come back on that day.
When I came to my country I discovered that KLM in Panama said that the reason I couldn't travel was because I didn't have a ticket back, which was an absolute lie. Since I had my ticket with me and I still have it here as a proof I acquired a round trip.

I expect an answer from them, because I believe I have been victim of an abuse from part of the personnel of their airline. They promote on their website that
"Compensation for flight disruptions and denied boarding: at KLM, we pride ourselves on providing a punctual, reliable service to all our passengers. If your flight is overbooked, canceled or delayed, you may be entitled to compensation"
So I hope I can get a prompt answer to my very bad experience, because I know they are a big airline and they should also give their customers support.

On Wednesday, April 15 at 3:00pm (Rome time) Me and my wife checked in at KLM counter in Rome Airport (Fiumicino) for flight KL1604 (FCO-AMS) and KL809 (AMS-CGK). On Thursday, April 16 at 5:15 pm (WIB) we finally arrived at CGK – Jakarta (Soekarno-Hatta Airport). Felt very exhausted after long hours flight, we have waited for all our luggage only to find out that they did not show up. Felt desperately and anxious we reported our problem to the airport staff. Then we found out that our luggage data were input wrongly by KLM staff in Rome Airport’s check in counter. The names was stated Baldini, the gentlemen who we assume checked in before us and our flight was stated KL 1604& KL 753 and was sent to country/ state of UIO which it suppose to be KL 1604& KL 809 to CGK.<br />
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That night end up really exhausted physically and mentally for us. As KLM customer, we are very disappointed with the experience we have to endure. On Sunday, our luggage was sent back to us by KL809 :17.15 but we have to wait until 00.30am on Tuesday to receive our luggage. What really disappointed us, our luggage arrived in such bad condition. The zipper were opened and we lost Handphone HTC Touch Pro and Swatch Watch (total lost value of Rp.12.000.000, -).<br />
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Our complaint was responded by KLM Jakarta on May 5, 2009 ( 20 days after our complain was submitted), very slow respond for a lost of material case. Can we imagine if this is about an injury case. The respond from KLM Jakarta were disappointed us deeply. They refuse to compensate for our lost and only about to send a sorry email.. Is this a kind of responsibility from European Airline? Big name in Europe does not guarantee we were being treated with fairness as a customer.<br />
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Such error should not be happening especially for KLM, a well known international airline company. After this incident we not recommend to use KLM service ever again. KLM carelessness has caused desperation and anxiety for us. Nobody should never have bad experience that we have.