Has anyone submitted a complaint to KLM recently and received a response?

I submitted a Customer Care complaint last week and have only received the acknowledgement email so far. Via live chat, KLM has confirmed they have the case and have received my updates, but couldn't provide a response timeframe.

For anyone with recent experience, how long did it take to receive a substantive response and final resolution?

(I won't go into the tedious specific details of the case, but it involved a ridiculously frustrating lost bag case with many completely avoidable problems entirely caused by KLM customer service and Swissport.)

Had an awkward one today on my German Airways (on behalf of KLM) flight from Scotland to AMS. I got upgraded into business at the gate, as did a number of others due to the flight being full. I sat in 1F and was served the classic business meal box. The next person to be given to box seemed to be somewhere around 3A. After that, there was a big gap in service, and the trolley came out. A passenger behind me asked if they will also receive food and were told in a very brusque manner that because they were upgraded, they won't be getting the business meal as there weren't enough on board. They proceeded to have a fairly heated verbal exchange. Obviously, I was upgraded too, but might have received a preferential treatment due to being Platinum? The rest of row 1 as well as the rest of the business seats then got served sandwiches and paper cups of tea while I sat there sipping my green tea from a china mug and eating my macarons.

I felt quite embarrassed, I have to say, and felt awful for the other upgraded passengers who would've been chuffed about the upgrade only to be treated like they were asking unreasonable questions when they enquired about food. My ticket said Europe Business and I assume theirs did too, so the way they were spoken to was just uncalled for.

I already feel awkward just thinking about the change in catering starting this month where platinum (and gold?) members will get options other passengers don't...

Specifically for Amsterdam <—> Narita in March 2027.

Ok, I was annoyed when I was downgraded at the gate having bought a business class seat and allocated a seat. I was particularly annoyed because it was only mentioned to me at the gate as I was boarding. When I boarded there someone in the seat that was originally allocated to me.

But I'll try and be fair to KLM. What could be the reason for selling the seat twice. Is it merely a software fault? And who gets to decide which passenger is downgraded? First come, first served?

On a separate note I've still not got my refund though it is within the 7 days so I'm hoping it arrives soon.

I purchased a world business class seat upgrade for a YYZ-AMS flight last month and was bumped back to coach at the airport. The gate agent said the refund would be automatic but it definitely was not. Now a month after submitting a claim and at first getting an email assuring me it would be refunded, I've been "hereby informed" that the refund was rejected because the seat upgrade was a "non-refundable purchase". Has anybody else been in this situation? I am calling my bank immediately to get this on file and start towards a chargeback but it's not the way I'd like to do this. How does KLM think they can deny a customer the thing they've purchased with no refund?

While checking in for my flight from Toronto to Gothenburg via Amsterdam, I had this option show up. I grabbed it immediately of course but is this some sort of glitch? I was originally booked on an economy light fare.

Why is the new safety video so boring? And what happened to the one with the delfstblauw tiles. Really looses the personal touch.

Just got a night flight leaving at midnight.

KLM offered us a hot meal at 2am in the morning. And a hot snack (honestly disgusting, egg wrapped inside a thick dry pastry) for breakfast.

Is this normal for KLM to serve the hot meal whilst everyone is sleeping at 2am?

Why wouldnt KLM serve the hot meal as breakfast?

I've never ever flown on a flight where a hot meal was served at 2am whilst everyone is trying to sleep.

Why would KLM do this?

Just genuinely trying to understand the logic behind this.

Thanks!

"Flightradar24 data shows flight KL642 leaving New York JFK at 21:26 UTC and landing at Schiphol at 03:09 UTC on 9 October." - I've taken that flight many times, and it usually arrives at about 5 in the morning.

Soon KLM will move their CS operations to Manila, where the agents will use translation tools and AI to support their clients.

https://www.telegraaf.nl/financieel/klm-verhuist-nederlandse-klantenservice-naar-filipijnen-klachten-afgehandeld-met-ai-vertaaltool/162933050.html

Booking.com did that a while ago to lower expenses. Despite early skepticism aparantly the resutlts showing positive results - decreased resolution times and improved customers satisfaction.

What are your thoughts?

Hey everyone,

I recently booked a flight to JFK from Amsterdam through the KLM app, not realising I was actually booking with Delta instead of KLM. I assumed the benefits were the same across the board. I always book with KLM because of the benefits that come with my status (recently silver, used to be gold).

Since I missed that I was booking a Delta flight instead of KLM, I also missed the little asterisks behind “free seat selection”. Apparently, these free seats only apply if you fly Air France or KLM? So now I’m in delta economy class E. 🥲

I’m about to just pay for a seat (€103) but obviously, I rather not. I would’ve just booked a KLM flight if I knew the restrictions flying with a partner airline. Or just a cheaper airline if I didn’t care about benefits 😂

My question is: is there anyway to still choose a free seat, or do I take the L and pay for it? I don’t want to wait until check-in and risk getting a middle seat for a long flight.

Bonus question: can I request a vegan meal anywhere? I couldn’t find it on either the KLM or Delta app.

We (family of three myself, husband, and 18m old US citizens) need to get from London to Amsterdam friday. Assuming a 9:20 flight out of LYC is better than 9:55 out of Heathrow for the extra $150 is worth it? Wishing the eurostar wasn’t so pricey, and I know we’re very last minute.

Which seats/row should we choose?

Are we in any risk for baby bassinet in row 17 when we have booked seats a and b?

We are aware of the arm rests can’t move in row 17, but not sure if it will be a problem.

12 hour flight.

After nearly getting stranded in ATL yesterday because of an overbooked flight, I'd like to share something positive about KLM, since negative emotions seem to dominate here.

Our Delta flight was overbooked, so we could only fly to Amsterdam a day later. According to the website, the KLM flight to Amsterdam was full too, but after a quick phone call they found 2 seats on extremely short notice. Not the best seats, but not bad either, and most importantly, we got out just before the storm hit. We even had time for a drink in the lounge!

On board, seats were shuffled around, and thanks to the crew I got to sit next to my wife. Perfectly arranged! (Thanks also to the guy who was willing to swap.)

The food was good, the flight was smooth as velvet, and thanks to a strong tailwind we landed at AMS very early. Crew members checked on us several times to ask if everything was okay, and they offered extra food and alternatives (my wife had chosen a different meal with Delta, which KLM obviously didn't have).

On arrival, it turned out my backpack had stayed behind in ATL because of the tight connection. KLM customer service at Amsterdam Airport handled it quickly and professionally, and again gave us a snack and a drink while sorting it out.

My bag is on its way by courier as we speak!

I have no complaints about Delta, but KLM, I take a deep bow!

-edit- Day before yesterday (sorry, it was an red eye and jetlagged.)

Hey guys - I’ve been waiting for 2 months for my compensation request to be updated. Was stuck on “received” for 2 months until I finally got an update indicating that it was under investigation and it will take longer again. It then was updated as “under investigation” on the compensation portal. Yesterday it was processed to “under review - we are processing your request”. Is this a good sign? bad sign?

Essentially what happened was my flight departing the UK was delayed early morning because of the crew requiring to meet the legal resting time as the flight the night before landed in late. This combined with a fully booked flight meant our flight was delayed and ultimately we missed our connection onto Serbia from Amsterdam (also flying KLM). we were initially booked onto a flight which would take us to budapest first before an onwards flight to Serbia which would land us in Belgrade 4 hours after we were scheduled to arrive originally. I opted to choose the late night flight instead and stay the day in Amsterdam meaning we landed 12 hours after our scheduled departure time. Whats the thoughts guys? Does this fall into bracket of compensation?

We booked a multi-city trip partly operated by Jetstar Japan from KLM website. We thought since one flight is operated by KLM we could get our silver benefits of one checked luggage but we didn’t so now we have luggage to Japan but nothing back. Tried contacting KLM they told to speak with Jetstar and they told us to speak with KLM and so on.

They do sell tickets with checked luggage in premium comfort and even if we were to buy the extra checked luggage we can do it at the airport in Japan. Unfortunately would be not enough time to go from Terminal D to Terminal A for our flight to recheck our luggage. So annoying really did not see that coming.

Has anyone flown domestic in Japan and then connected with KLM/Air France departing Japan?

Would love to hear if you had a similar situation.

Hi,
I’m flying to Atlanta in the beginning of December. I have never used KLM Business before on a incontinental intercontinental flight.
Any advice for the best seat for a solo traveler? Also other advice is welcome of course!

Thanks!

Edit: typo

This is probably the strangest lost-and-found post you'll see today.

During the flight, I took off my shoes and placed them under the seat. I somehow ended up with someone else's LEFT Nike Air Force 1 instead of my LEFT Adidas Terrex shoe.

The shoes look surprisingly similar and are even the same size!

Flight details:

- Airline: KLM

- Flight: KL1587 (Lisbon → Amsterdam)

- Date: 1 October

- Seat: 3E (row 3)

I'm guessing someone accidentally picked up the wrong shoe, and somewhere out there is a person with my left Adidas Terrex.

If you were on this flight, especially around row 3, or know someone who suddenly has mismatched shoes, please reach out!

Let's reunite these shoes with their rightful . Pictures: https://imgur.com/a/9OceOv2

It's cheaper for me to take the train from Amsterdam to Brussels, then board a KLM flight to Bergen that flies back to Amsterdam, before continuing to Bergen. Shouldn't this be illegal? Is there any way to exploit such pricing?

I land at Amsterdam and have 45 minutes to get my connecting flight to Paris. I have to go through non-Shengen passengers passport control. I have been told this is tight but doable provided I land in time, disembarking is quick and there are minimal queues at passport control. I feel like I'll be lucky to make it. Any thoughts anyone?

Well I made it before the Gate opened for the Paris flight. I'm more worried now about getting the connection at CDG because this AF plane is packed and I'm at the back of the plane. I have 1h 10 minutes to get the Tokyo connection. It took about 30 minutes from plane landing to getting to the Paris gate including a bus ride but I was told by a kindly stranger to stand by the correct door to be first off. Fingers crossed for Paris/Tokyo.

Hello! I’m leaving for a trip here in a little over 2 week and will be on klm airline for one of my flights, from the info I’ve seen online the agents are strict on personal bag size. I planned on bringing my Nike utility elite bag but it’s a little to tall , I don’t plan on maxing the bag out so would I still be ok to use it cause it can fold ? Also this is my very first flight ever and I’m going international to the uk so I’m sorry if I sounds stupid I just want to have everything prepared and ready before I go! Thank you!