KLM Royal Dutch Airlines Reviews 163

I am beyond disappointed with KLM Customer Care. After missing our connection in Amsterdam on Jan 3rd, 2026, due to a delay, we were completely abandoned at the transfer desk. Despite traveling with a 2-year-old child, no duty of care was provided, and no rebooking was offered. Staff literally told us: 'Organize your own transport home, KLM will cover the costs.'

In an effort to minimize damages and get our child home, we organized a rental car and replacement flights ourselves. Now, KLM is refusing to reimburse the ~3,000 EUR in expenses. Even worse: in their emails, KLM falsely claims they offered us a ticket refund—which never happened. When we confronted them and tried to accept this alleged refund, they simply blocked us with robotic templates stating: 'Our decision will not change.'

To leave a family with a toddler stranded, promise reimbursement for self-help, and then backpedal on those promises is unprofessional and unlawful. The case has been escalated to the German Arbitration Board, and we will not stop until we receive what we were promised. Avoid KLM if you value honesty and customer support.

Flight from USA was delayed so that I missed the connecting flight in Amsterdam. They made me wait for 9 hours for an alternative flight even though there were two other flights earlier because they preferred to sell the earlier flights for 1000 dollars (normally around 250) rather than putting the stranded customers on those. Half an hour before one of those earlier flights left tickets were still up for sale on the KML website at this ridiculous price and probably were not sold at all.

I am a frequent flyer and KLM is mostly on time. Each time there is a delay or cancellation, KLM makes it easy to change flights and to get compensation.

KLM just compensates regarding to EU rights without any legal force. This is how it should be! With this, they foster a loyal client who will always consider flying with KLM again. Besides that the on board service is very friendly and always in a good mood.

Lots of flight disruptions and very poor customer service

Horrible experience, I'll never fly with them again even if it means I need to walk the whole continent. I fle with them once and my luggage was broken. During my second experience, it turned out that they have this no show policy where they cancel your booking if you don't take one leg of your travel. So even though you paid for the tickets, and you gave heads up to the customer service, and you want to take the flight you paid for, you are not allowed to do that. Sometimes they are "doing you a favour" and taking a min of 500€ fee but not always, they'll usually push you to rebook a flight.
Congrats, KLM. You earned 500€ on me. I'll never fly again with you, and I'm a frequent traveller, so you probably lost tens of thousands. Smart.

Booked a flight via holiday company, all part of holiday, all paid well in advance. Yet bumped to standby and no reason given by KLM. Can you explain KLM.

I booked a flight from Amsterdam to New York with KLM. The flight was operated by DELTA. Stayed in a hotel at the airport to be on time for the 10.50 flight to JFK. Upon arrival at the airport the display showed "cancelled". I immediately went up to the KLM desk. The man there told me, literally, "all flights to the US are full, everyone wants to go to America and it will be 2-3 days before you can get on a flight". The flight was 7th August and it was my birthday on 4th and this was present to myself!! Confused and a little upset I got on a train to Enschede, 2.5 hours aways. Almost home there was a message for a flight via London with BA but it was too late for me to get back to the airport. So much for the expertise of KLM personnel. I was NOT TOLD, for example, we will try to get you on another flight
........NOTHING! The claim for refund was to be made to KLM. I went to a lot of trouble and time to get to the required form and fill out all the details. THEN, KLM informs me that they are forwarding the CLAIM to DELTA. After weeks of waiting I have now been informed by DELTA that KLM must make the refund as the ticket was paid to them. I have sent KLM email after email and they reply that they are unable to match my request to an existing case reference!!!!!!!! So I am left out on a limb. KLM does nothing, forwards it to Delta and Delta says KLM should pay. You can't complain about the service, THERE IS NONE. This I say to you KLM, I WILL FIGHT FOR JUSTICE. I repeat, I WILL FIGHT FOR JUSTICE.

The service level is horrific at KLM. Its now allmost 1 year since my refund case started and we are still not fully refunded. The level of inkompetence is mind blowing. Everyone is friendly on the phone and ensure they will get right on it. Then what happens, nothing. Its a waste of time to keep calling, no one steps up and take some responsibility. Ive given up and let the thieves keep the money.

I experienced a payment issue while booking a flight from Munich to Amsterdam 20 days ago. Despite reaching out to KLM Customer Service, I was informed that the payment had indeed failed. However, the sender's payment provider, Revolut, confirmed the transaction, providing detailed confirmation information. I had to book the flight more expensive later and after reaching out to KLM customer service in Germany, I still didn't get any response after 3 days.
That's so disappointing

I'm deeply disappointed with KLM's handling of a recent flight issue and the subsequent refund process.

Over a month ago, I volunteered to take a later flight due to KLM's overbooking. I only did this because compensation was offered by their ground staff and I was told the process would take a couple of days. However, what followed was a nightmarish experience that has left me bewildered.

I've reached out to KLM multiple times via their WhatsApp line, only to receive standard responses urging me to "be patient." This level of indifference is unacceptable, especially when more than a month has passed with zero proactive communication from KLM.

Waiting for over a month for a refund goes far beyond "longer than usual." It's an egregious delay that borders on neglecting customer satisfaction. These circumstances are intolerable, and KLM's response is a clear display of incompetence in handling customer concerns.

I strongly caution potential passengers against choosing KLM until they rectify their approach to customer service and refunds. My experience with KLM has been nothing short of a nightmare, and I wouldn't wish this frustration on anyone.

Given the extended inconvenience and frustration, I urge KLM to expedite my refund and consider providing additional compensation as a gesture of goodwill. It's high time KLM steps up and demonstrates a genuine commitment to customer satisfaction.

In summary, my experience with KLM has been appalling, and I cannot, in good conscience, recommend their services to anyone until they significantly improve their customer service and refund processes.

I am usually a big supporter of the partnership between Delta/KLM and AirFrance. They always have a great customer service which made me a loyal customer. This time it was the worst trip of my life though. And I am traveling a lot and have experienced a lot.
My flight from Frankfurt to Amsterdam was cancelled a day prior, so over the excellent delta customer service I got rebooked to a flight 2hours later with connection to Boston. It wasn’t pleasant as I had to rearrange a few things but ok.
The next day, flight to Amsterdam is shown on time. At boarding time they bring us to the waiting room and then I received an alert via my phone that the flight would be an hour delayed. To shorten things up: no communication, flight was delayed over 2h without further info, arrived in Amsterdam and my connection to Boston was gone. I was informed via email that I was rebooked to the next day. At Amsterdam airport I was told that a transfer agent would help me get my travel plans figured out. But aside from a few machines there was nothing. A big chaos and people were just handed a piece of paper from a very rude staff from KLM. This piece of paper informed me that I had to take care of everything myself:hotel; food, transfer, no luggage, and buy your most important toiletries. Indicating that everything was to book within reason. (So they better reimburse me the hotel at the airport which was ridiculously expensive). For a meal they would pay up to 25€.
Honestly - what a mess, what a disaster of service and how disappointing. I am booking KLM and these airlines expecting high class service because otherwise I would not pay the price for the tickets.
Sorry but cannot recommend. I will make sure that neither I nor my family and colleagues will ever travel and book KLM again.

I book a flight from Rio de Janeiro to Cork with KLM to make my brother’s wedding and without me asking they have rebooked my connection flight to Cork for over 7 hours connection flight, I missed my brother's wedding and also they refused to reimburse me and pay for my expanses in the airport.

KLM: The worst flight experience since 30 years!
It started with several flight cancellations after booking, now we have 10+ hours waiting time.
Then delays! Would be fine if they managed to deliver our luggage- no luggage and now the 3rd day after arrival without having our luggage. There is no person who can help in any way, the automated mails with only few and wrong informations (e.g. they said it would only takes 24 hours until we get our luggage, now ist more then 72..) are in another language (Italian) and I don’t understand nothing..
Summarized: don’t ever book with this organization, they don’t care about you and not even try to help if something went wrong - and nearly everything goes wrong with them.

Of I could, I would have given Them 0 stars!

First you buy a ticket for you and your kid (3 years Old) Then they tell me that i have to pau Extra to be able to sit next to my child. If I dont, theres a risc that he might sit alone/next to strangers.

KLM have been brilliant in re-booking my mother's flight, at no cost, after she had a medical emergency and was unable to travel on the initial date.

KLM cancelled connecting (evening) flight to Berlin. Asked customer service agents (a misnomer, obviously) whether KLM arranged for a hotel for stranded passengers. Answer was no: “KLM does not provide hotel vouchers to (stranded) passengers. You need to find a hotel on your own and try to get reimbursed afterwards.” Wow. Ended up looking for a hotel in Amsterdam at 10pm. Left for Berlin the next morning by train. KLM? Not if my live depended on it.

I've booked a fully refundable flight and the refund process is absolutely horrific. There is so much red tape that it's almost impossible to get your money back.

FRAUD!

Absolute embarrassing airline. The quality level of KLM is melting faster than the ice caps in the sun…

No service. No competent agents. Flight delays. Flight cancellations (three days in a row KL1566 Genoa to Amsterdam).

Premium price and third grade service.

1 star is even 1 too many!

On February 25th I tried several times to make a booking online, and this failed due to technical issues from KLM as the website mentioned. So I had to call KLM to make the booking. The agent specifically told me I will not be charged booking fees since it was a KLM error issue. Then sent me a link with total amount of €595.33 to pay. I went through the process and made payment, only to see later that my account was charged €615.33. Then this same amount was later split into two (€587.33 and €€28.00) and charged on two different dates - 25th and 27th February. On 25th when I called, I was told the agent will call me back and he never did. I reached out to KLM via Whatsapp, and they first said the extra €20 was the booking fees, non refundable. Really? I sent the screenshot and explanation, and they now say the remarks put by the agent says I was told ticket for my infant was €28 and for me was €587.33? If so, how then did he send me a total to pay of €595.33, which is the same amount quoted online for both passengers, when I tried to book earlier? KLM, kindly refund my €20.00!