KLM Royal Dutch Airlines Customer Service Issues

I have a flight from Barcelona (Spain) to Florianopolis (Brazil) in March that I purchased from the KLM website. I need to purchase additional baggage, but KLM's website does not allow me to do so. Despite the website offering a discount for purchasing extra luggage in advance, there seems to be a technical issue preventing me from proceeding with the purchase. I have reached out to customer support in Brazil, Spain, and the Netherlands, but unfortunately, no one has been able to resolve my problem. They have advised me to buy the extra baggage at the airport without providing any details about the cost. This is frustrating, especially since one flight segment is operated by Gol Airlines, as I believe KLM should take responsibility since I booked the entire trip with them. I would appreciate a proper response from KLM regarding the cost of purchasing extra baggage in order to plan my travel accordingly.

I need assistance! I've talked to 8 agents. There must be someone who can fix this schedule change. The Minneapolis-St.Paul to Detroit route is fine, but my client can't afford nor wants an overnight layover in Amsterdam or Atlanta. Mr. Anderson, a frequent KLM flyer, is frustrated by the lack of support. If KLM isn't the right contact, please direct me. I've heard KLM lacks email. He must depart Inverness by 02March due to his expiring visa. Contact me at [redacted] The KLM locator is 46TTBT and Delta's is G5IZRF. James Anderson's UK visa expires on 02Mar22, requiring him to leave the country by then.

To Whom It May Concern, I am writing to express my dissatisfaction with the service and lack of professionalism and communication I encountered during my trip on January 11th with booking code 3KEYR2, specifically on the last leg of my journey from New York to IAD. Initially informed in Italy that I would retrieve my luggage at my final destination, this differed upon arrival in the USA when the flight attendants instructed me to pick up my luggage at JFK, recheck it, and then retrieve it at IAD, contrary to the original information relayed. While in Amsterdam, I received a discrepancy in flight delay notifications for KL0643 to JFK which was eventually on time but followed by another message for KL5932 to IAD, reassuring a delay which was not accurate as the flight had left on time. Upon arrival in the USA, faced with the challenge of immigration, luggage retrieval, rechecking, and security, I discovered my connecting flight had left earlier than expected despite the delay notifications, leading me to seek assistance without success from Delta Representatives until guided by a fellow passenger to the correct gate for my rescheduled flight. Subsequently, upon landing at Reagan while my suitcase was scheduled for Dulles, I was informed by Delta luggage claim that my belongings were still in NYC, to be delivered the following day. Attached are all relevant flight references for your review.

Subject: Complaint Regarding Recent Travel Experience I wanted to address the issues I encountered during my recent trip with reference to my booking code: 3KEYR2. One major discrepancy was the conflicting information about luggage collection between Italy and the USA. The communication about flight delays in Amsterdam also caused confusion as the departure was actually on time. Moreover, the lack of assistance from Delta representatives at the airport added to the frustration, particularly when my connecting flight departed earlier than indicated. The inconveniences continued when I arrived without my luggage, which was delayed from being delivered to the correct destination. I hope this feedback can help improve the customer experience for future travelers. Regards, Dario G. [redacted] +1 [redacted]

Hello, I had a flight booked for Thursday morning (13.01.22) from Amsterdam to San Jose, Costa Rica (Flight KL0757 departing at 11:20, Booking code: ONQXRK, Passenger Name: Deniz G., booked through cheaptickets.de). Unfortunately, the night before, I tested positive for Covid-19 twice using a self-test around 22:00, so I had to miss the flight. I attempted to rebook online, but was unable to due to technical issues on both cheaptickets and KLM websites. Phone lines were also unavailable. I continued my efforts the next morning trying to reach the Dutch and German service lines but was unsuccessful. Even when someone finally responded in the chat on cheaptickets.de, I was told it was too late to cancel. I need assistance in getting a voucher or refund as I couldn't rebook the flight due to the circumstances. Thank you for your help. Best regards, Deniz G.

Hello, I wanted to share my recent experience with KLM regarding a flight from London to Moscow on the 22nd of December [redacted]. I completed my online check-in on the 20th of December using my Russian passport details. However, I received a text message from KLM at 23:25 that day, stating a new requirement for a negative PCR test taken within 48 hours before the flight. Despite not needing this test on a previous flight to Moscow in October using my Russian passport, I had to take the test last minute and ended up paying £[redacted].00 for it. Upon arriving at London City airport and presenting my negative PCR test result, I was informed that it was not necessary for me as a Russian traveler. I am kindly requesting KLM to reimburse me for the PCR test costs with a voucher, as these additional expenses were incurred due to the text message from KLM. Thank you for your assistance. P. Smith

Dear KLM Airlines, I recently received a negative result on my PCR test and plan to submit it as proof. Additionally, I will undergo another test at Guangzhou International Airport before boarding my flight to Manchester. I have also received one dose of the vaccine but had an adverse reaction, exempting me from the second dose. Rest assured, I am healthy, as indicated by my negative PCR test results. Sincerely, C. Makin

I have a confirmed booking for Dr. Natalia Svintsova's eticket # [redacted][redacted] and would like to upgrade her from economy to Business Class/First Class. I am aware of special deals to fill these sections on both of her flights. In addition, I wish to give her a present, a KLM duty-free gift like chocolates, with a note from me when she boards her first flight in Kiev. Please reach out to me at [redacted] in Canada. I attempted to call but couldn't get through after 8 AM Toronto time. I waited on hold for over half an hour with no response. Thank you, Earle L.

Sehr geehrte Damen und Herren, trotz unbeantworteter Anfragen bitte ich dringend um Ihre Hilfe bei der komplizierten Planung der Rückkehr meiner schwerbehinderten Ehefrau, die seit 2 Jahren aufgrund der Pandemie getrennt ist und nun ein Visum für Deutschland hat. Die Einreise nach Bali ist für mich als Deutscher mit Quarantäne verbunden, obwohl ich dreifach geimpft bin. Meine Frau ist ebenfalls geimpft. Die geplante Aktion sollte im März stattfinden, bevor ihr Visum am 01.04. abläuft. Flexibel bin ich bezüglich der genauen Reisetage, aber ich möchte gerne von Ihren Angeboten profitieren. Eine Option wäre ein Kurzaufenthalt in der Transitzone in Bali, um meine Frau abzuholen. Eine Alternative wäre Singapur, wo die Corona-Regelungen flexibler zu sein scheinen. Ich benötige Hilfe beim Ablauf in Singapur und möglichen coronabezogenen Dokumenten wie dem VTL Pass. Ich bitte um Unterstützung und bin bereit, alle erforderlichen Schritte zu unternehmen, um meine Frau sicher nach Hause zu holen. Vielen Dank im Voraus für Ihre Hilfe. Mit freundlichen Grüßen, Michael B.

Hello, I have a flight booked to Valencia, Spain, on Feb 1, with a connection in Amsterdam, departing from Calgary on Jan 31 and arriving in Amsterdam on Feb 1. The government.nl website states that passengers transferring in Amsterdam do not require a PCR test if they continue their journey within 24 hours and do not leave the airport. The KLM travel document verification website confirms that passengers in transit do not need a test for entry into the Netherlands. However, I received a checklist email from KLM indicating that I need proof of vaccination, a negative test result, and ArriveCan details for my journey back to Canada. KLM's checklist requires a negative COVID-19 test taken within 72 hours before departure to Canada, excluding Rapid Antigen tests. The Netherlands government's guidelines allow for either a rapid test or a NAAT test (PCR) taken up to 24 hours before departure. I seek confirmation that I can board my flight in Calgary on Jan 31 without a PCR test since I am only transferring in Amsterdam without leaving the airport. Thank you, Ad K.

Hello, I would like to share a positive experience I had during my recent flight with KLM AIRBUS A330-[redacted] from Lagos to Amsterdam on January 27th, [redacted]. I'm grateful for the exceptional care provided by one specific air hostess on board. She had a distinctive red nail polish, which stood out to me even though her face was mostly covered with a mask. I regret not having the chance for a personal interaction with her, but her dedication and service were truly exceptional. I believe she deserves recognition for her outstanding work. Looking forward to a response and hoping to meet her again in the future. Thank you, Odunlade O.

Dear Madam, I am a lawyer and a constitutional law associate professor at the Marmara University Faculty of Law, and also your client. I purchased a ticket from KLM Royal Dutch with the booking code "SQZEHH" for the Istanbul-Amsterdam-Sao Paulo route. On January 19, [redacted], at the airport, a person in an "Air France" uniform identified himself as the "airport manager" during routine checks. Despite already providing my Brazil accommodation details and return ticket, he insisted on examining my Whatsapp conversations with my friend. I declined, citing privacy concerns. He claimed authority under "article 8 of the international air transport contract," which I questioned. Upon his failure to produce the alleged text, he referenced the "General Conditions of Carriage" 9/k provision for authority, which I argued was not applicable. He then compelled me to call my friend, Maria Perez de Paula, and spoke rudely. He identified himself as "Adil Kaptan," which I question. I urge your cooperation in my impending legal action, confirmation of the individual's name, and the initiation of an internal inquiry. Awaiting your response promptly. Warm regards.

I had planned a dream holiday for March [redacted] in the Far East. I booked my key flights with KLM through GOTOGATE. Unfortunately, due to Covid, KLM canceled the flights, along with all my other airlines, leading to the holiday being impossible. I requested a refund of over £[redacted] from GOTOGATE, but they are avoiding reimbursing me and directing me to the airline. KLM, on the other hand, states that the issue lies with the travel agency. This back-and-forth has left me frustrated and without a refund. It's disappointing that a reputable company like KLM is not taking care of its customers. I am hopeful for a positive response ensuring a refund soon.

My wife, Mary, and I are passengers on a Viking Ocean Cruise. Last summer, we were booked on airline booking code 42B34J for a flight from ATL to AMS and AMS to BGO on KLM for February 14, [redacted]. We purchased seat upgrades directly from KLM using our personal credit card. The cost for each upgrade was USD [redacted].60, totaling USD [redacted].20. Viking changed the flight booking to another airline, rendering our seat upgrades unusable. Despite numerous attempts, we have been unable to reach KLM to request a refund for the upgrades. I have documentation of the transaction available to provide KLM if needed. We are requesting a refund for the unused upgrades. For further communication, please reach out to me at [redacted] or at +1 [redacted]. Thank you, Richard H Verdier

Please redirect this message to the appropriate KLM domain as none of the other email addresses seem to work currently. Thank you. P. Matkin Dear Sir, I am following up with KLM concerning my previous refund request for a disrupted flight in early January due to COVID-related issues at Porto airport. Despite multiple attempts, I have not received any updates regarding my refund. I am providing my flight details once again for your immediate attention: - Flight: KL1431 - Date: 15/01/22 - Booking code: KL1431 - Ticket number: [redacted][redacted] - Booking ID: NY OA2Q - Confirmation: NYOA20 - Itinerary: [redacted][redacted] I kindly request your prompt response and processing of the refund. Best regards, Peter Matkin

Dear Sirs, I am writing to inform you about my recent experience with a flight booking through Strap Agency for a KLM flight. My confirmation number is ST389051 for a return trip from Edmonton, Alberta, Canada to Bucharest, Romania. The departure was scheduled for December 02, [redacted], with a return on January 24, [redacted]. Unfortunately, I tested positive for Covid-19 three days before my scheduled return flight to Canada. I promptly contacted Snap Agency to cancel my flight on January 21, [redacted]. Despite my efforts, I was unable to secure a new flight until around February 03, due to quarantine restrictions in Romania. After multiple attempts to communicate with Snap Agency, I was unable to find a resolution and ended up purchasing a new ticket with another airline. The total cost of the trip ended up being [redacted].57 CAD. I believe I am entitled to compensation under EC Regulation [redacted]/[redacted], and I am requesting a refund of half of the total travel cost from KLM. Thank you for your attention to this matter. Yours sincerely, Mihai A.

My partner and I have booked tickets from China to Dublin with a transfer in Amsterdam. We have five dogs confirmed to travel with us. After multiple failed attempts to pay over the phone for the dogs, where we were cut off twice, we are frustrated. Despite spending over £[redacted] on call charges, we have not been able to complete the payment. During the third call to customer service, I requested a call back due to their system issues, but it never came. I provided all the necessary information for a call back, including dialing codes. The assistant was aware of the issues I had faced with previous calls trying to pay for the dogs. I need the airline to contact me as soon as possible so I can finalize payment for the dogs. I cannot afford to make another costly call, and this is the only option as KLM China does not accept prepayment. I just want to ensure my pets can travel home with me this summer. Your assistance is greatly appreciated.

I am reaching out for assistance regarding my issues with a refund request that has not been resolved by the customer support service. On February 12, [redacted], KLM informed us that our flight KL1835 from Amsterdam to Kiev was canceled with no alternative provided, prompting us to book tickets ourselves with Ukraine International Airlines. Upon reaching Cancun airport, we were not presented with flight options until we showed boarding passes for an alternative flight we had purchased independently. In Amsterdam, we had to check in our luggage again despite having already obtained boarding passes for our connecting flight to Kiev. Despite this, the airline's customer service claimed our tickets were marked as fully completed, despite us having proof that no rebooking was offered by KLM. The confusion seems to have originated from a mistake made at the check-in desk, where we were unknowingly registered on the KLM flight, despite holding boarding passes from UIA and no information on rebooking. This misstep resulted in financial losses for us, as we were not provided with necessary information by the airline. We are seeking a refund from KLM due to the circumstances that led to additional expenses on our part.

I lost my luggage on February 19th upon my arrival in Edinburgh at 5:00 from my flight. Unfortunately, there was nobody at the lost baggage counter or the Delta service desk to help with filing a missing luggage report. After making approximately 10 phone calls and experiencing a lot of frustration, I finally managed to speak to a person to file the report. It's been five days now, and my luggage is still missing. I was informed via email on February 20th that my luggage was in Turin, Italy. I reached out to them by phone on February 21st after multiple tries, and they assured me they would send it to London the next day. Despite being told that the airport in London would contact me for delivery details, I never received my luggage, and when I contacted London Heathrow airport, they were unable to provide any assistance. I contacted Turin airport again, and they also confirmed my luggage was not there. This situation has left me quite distressed. I will be traveling for an additional week and a half without my suitcase, clothing, or toiletries. I had to buy a coat, some toiletries, and an outfit already, and might have to purchase a new suitcase and more clothes if my bag cannot be found. I was advised to submit a list of missing items, but I couldn't locate the form on the website. I've spent most of my vacation trying to locate my bag and encountered several unhelpful KLM and Delta staff members. Is there anyone who can assist me? I need a contact number for someone who can genuinely help me locate my luggage or guide me on how to get reimbursed for the items I've had to buy.

Flight Booking Code: OK5L7W, 03.06.22, BKK-BER Hermann-Josef K. As an airline, you should be aware that a German passport can be issued for Germans in the country of their primary residence, in my case, Thailand. Your online form for the travel document did not allow me, as a German, to specify Thailand (Bangkok) as the place of issue. ("As a German, I had to specify Germany") In order for my passport to be registered online with you at all, I had to make do with specifying Germany and not Thailand as the place of issue. Please take this into account and adjust your online form for future cases accordingly, as I am definitely not the only person where nationality and issuing country match. Best regards from Thailand Hermann-Josef K.