KLM have no regard for their customers.

My son was travelling from Kuala Lumpur to Aberdeen via Amsterdam on a late night flight. We got him to the airport in good time, he checked in in good time, he was at the departure gate - in good time.

But there was a message on the TV monitor at the gate saying a KLM flight to Amsterdam had a change of gate. All a bit confusing apparantly so he spoke to a member of staff who said yes, he should go to this other gate a train ride away, which he did.

Turns out KLM have two flights going to Amsterdam at much the same time and it was the other one that had a gate change, not his, staff person wrong. My son missed his flight.

KLM could not have done less if they had tried. Total disinterest.

Best airport KLM staff would offer was to say he should turn up for tnext day's flight which was fully booked - if there was a cancellation they would let him on for 400Euros. All KLM staff then disappeared for the night.

He phoned us so we called KLM trying to work out how to get him home. Staff on the phone not interested, said their records showed he had not even checked in and just said we'd have to buy a new ticket. Very unhelpful made no suggestions, no 'how unfortunate, let's see what can we do to help, '

Because of work commitments, my son needed to get back to the UK urgently.

According to the internet there were seats on the other KLM flight for the next night. It turns out that flight is operated by Air Malaysia which is probably why KLM staff never mentioned this as a possibility.

My son had been told the KLM office opened again at 8.30am so he decided to stay at the airport to either bag a cheap cancellation seat or, as they were saying he would have to do, purchase a new ticket.

KLM office did not open at 8.30! Not open till 3pm.

Thankfully I had gone to the airport to fetch him. And fortunately the airport information desk were quite helpful and gave us number for KLM office in the city. So we went there and at first they just said tonight's flight fully booked so nothing they could do - again no hint of human compassion for a very upsetting situation.
In fact, the woman made sneering comment that Ross's original ticket was the cheapest possible, so they could not help in any way.
I explained Ross needed to get home urgently but they still didn't mention the other flight.
Only when I said there were seats on the other flight she said yes there were but he would need to buy a new ticket costing 5, ooo RM /£1000 not a penny less!

Perhaps KLM had no part in my son being sent to the wrong gate, but as a young man who could become a valued customer, he was shown no customer care whatsoever.

Meanwhile, Malaysian Airline staff did their very best to be helpful while he was at the airport - tried hard to find a routing that would get him back to the UK on time, allowed him to recharge his phone at their desk, were sympathetic and kind.

On Sun 18th Jan I booked a ticket from Bahrain to Glasgow UK to enable my daughter to travel home for an interview for University. For some reason I made the departure date the 18th February instead of the 25th of the following week. As I had booked this in the late evening and the office would be closed I left it until the following day (Mon) to phone my local office in Bahrain for help.I explained my problem to a young gentleman who asked me to ring again, or call in the following day as he would need to speak to his supervisor.I called in (Tues), gave my details again and was told I would be contacted once she had spoken to the office manager. She duly did phone (Wed) but the news was not good. It's not as if I want to cancel my booking altogether and I have checked on the website and have been given the same price for flying out on the 25th! I did contact them within 24hrs to advise them of my error.
In today's age of modern technology I cannot believe that they are unable to enter the booking facility of the company to alter the date of departure.

missedconnection in Amsterdam for Moscow due to delay in first flight Brussels-Amsterdam, he took following flightthis meant he missed another flight in the evening to Magnetagorsk, as he had a press conference, a presentation and a Master class, where he was the speaker in all of these events, therefore he had to take the only available alternative flight to Cherliabinsk a city 400 km away followed by a 4hr Taxi drive in Siberian December weather & temperatures, he arrived at destination a day after leaving Brussels.
Baggage did not arrive in Moscow with him, three flights after his arrival, at this point he was already in Magnetagorsk, In Moscow they inform him that they cannot forward it because he is a foreigner and must pick up himself in Moscow, by the time he is back in Moscow he will no longer need his luggage or have time to look for it as he will be returning to Italy
The Inconvenience that has come from this is enormous, the unhelpfulness found in Amsterdam at transit desk where he didn't speak English and the gentleman representing you refused to talk to me on mobile was very disappointing, he therefore was unable to explain that he could only go onto Moscow if he was sure to reach final destination otherwise he would return home, the gentleman behind the desk just kept repeating in his face Moscow or Italy, not being able to communicate meant he had no choice but to fly to Moscow and hope for the best! I therefore require that at least in this final part of his journey back to Italy you will avoid him having to miss work to go and find his luggage in Moscow and then have to re-check it in (if he finds it).
he had to buy clothes for the three days of business meetings, he had to hold a conference without any sleep and travelling for about 30 hours and in clothes bought in 30minutes, He had to buy a new flight to Cherliabinsk, He had to pay a four hour Taxi drive. The stress and as a result the quality of the press conference, presentation and master class all to be calculated.
Customer service on phone:We have contacted Aeroflot 10 times in the last 3 days, but have not resolved, KLM customer service tells us all they can do is advise to contact Aeroflot !, surely KLM is responsable??!

Yesterday I got called up by my contact at the travel agency my company uses. She wanted to confirm that I was aware of the fact that my return flight from Manchester UK to Sweden was canceled and that I was re-booked on a 6am flight back the same day instead of my booked 16:45 flight. This is on Thursday and I'm departing Sunday...

Well, since KLM decided not to tell me jacksh*t I'm ever so happy that my travel agency at least is professional and figured they'd give me a call. Without them I would have surely been stuck on the airportwith a missed flight. I'm convinced that in the eys of KLM would have been my fault as well.

Apparently KLM just decided to cancel loads of European flights due to cost reductions, Fair enough and I'll support that decision any time, will however question their way of doing it.

Appreciate that they didn't leave me standing though without an alternative, pretty mad at their disrespectful attitude towards other peoples work. Due to their sudden decision to cost reduce I have to cancel some important meetings.

I'll gladly take my business elsewhere from now on when flying.

I wish to express my dissatisfaction with the compensation of the amount CNY2500.

I expect that you understand for what I’ve lost in the luggage and the inconvenience caused is priceless and if I were given a chance I would not want a single cent but my luggage back.

You could say sorry, compensate a certain amount of money in the doubt that I may given you an illegitimate exaggeration and/or false claim, explaining that you’ve done so called extensive tracing but it is fruitless while still hoping that I may choose your flights to restore the confidence.

Unfortunately, what I could do is claiming what I should get as a responsibility to myself and my friends and family who facing a lost of their supposed-to-have gifts and souvenirs. I hope you understand that in the case of returning home country after so many years stays at oversea, my luggage would have tons of memorable stuffs and carefully-selected gifts that money can’t buy.

I don’t even understand why my luggage will lost at the first place. What is the problem for your sides to losing not only mine but some of the others customers’ luggage as well? When the loss is in such a quantity, what have all these giant size and giant weight luggages gone? Would it possible all of the luggages just disappear in the air? I expect that a systematic tracing can help in this issue but I was given an answer that “despite extensive tracing actions in an attempt to recover your luggage, our efforts have so far proved fruitless”.

Personally, I hope you could spare a second to think of the reason you keep a receipt. You should ask yourself what is the reason of keeping receipts before your defensive mechanism assertion that it is me who unable to provide you with the receipts. In common sense, we all keep receipts for refund, exchange or record. In my case, I am definitely would not think of keeping a receipt for refund and exchange purpose since I know I am leaving the country for good. In other words, I will throw away most of my receipts unless those I want to keep for record purpose. If I’ve keep the very limited numbers of receipts left carefully but yet fail to submit together with the previous letter just because that my receipts were inside that lost luggage. Can a sensible adult like you, tell me is that my fault or your fault?

It’s not my expectation that I will lose my luggage. In other words, it is not my expectation that a well-known airline like KLM Royal Dutch Airlines could have losing its customer’s luggage and simultaneously being unreasonably difficult in tracing and providing a good feedback in regards to the loss.

What seem offensive to me is in the consent letter you wrote “If the payment is done by way of compensation for the loss, KLM Royal Dutch Airlines will have a lien on the goods and relevant documents, receipts etc”. Would this mean KLM always prefer to keep its customer’s belonging when it had lawfully compensate its customer rather than kindly inform the customer that the lost item was found? Why what your side have proposed and explaining seem so legally illegal to me?

I am sorry too that I am definitely not accepting the compensation. I believe sorry is always easy to say but that are cases that we all know sorry not cure. I again reasonably expect what a lay-man expects to receive your reply as soon as possible for this complaint letter rather than a compensation claim letter.

Thank you!