KLM — Gates B, 8302 Kloten, Switzerland

I will have to assume the company is run by criminals. I was promised a reimbursement for my hotel stay due to a cancelled flight. They take weeks to reply to my emails asking about the refund, and never once read it, instead I get automated responses. What do I do? I need this money to feed my family!

Michael Brül

Phone support is unreachable, social media support takes 72h to respond. The airplanes are meh and then they outsource to Delta, which is even crappier, so you don't even fly KLM in the end. Not even complementary lounge access after a delay+missed connection. Lufthansa's premium economy and business class are quite a bit better, and Swiss is better still. Don't understand their great reputation.

Dennis Bautembach

Worst customer service ever and thieves! It is impossible to get assistance from a HUMAN agent. First I needed to request a vegan meal for my flights. This cannot be done when booking the flight (like on other airlines), but you have to get in touch with someone at KLM, which is nearly impossible. I waited 6 days to get a human agent to respond to my WhatsApp messages. Calling them is also impossible, as first you get the most annoying AI agent, who doesn't know what to do and then you get put on hold (on a paid number) for 30 min. and more. Eventually, I decided to cancel my refundable flight and book with another airline. Cancelling online was easy and I received a confirmation of the refund, but after 4 days I still have not received the money! KLM you owe me nearly USD 1000!!!

Simone Aïda Baur

My husband told me klm is best airline in Europe, I was looking forward to fly with klm. It was my first time. While waiting at the gate for boarding suddenly the ground staff announced that they received instructions from the cabin crew to tag all cabin trolley bags including mine the small one that can be put under the seat infront of me. Then the ground staff told me to just tag my bag first and let the crew decide if I can bring my small trolley bag onboard. When I reached the aircraft door, the cabin crew immediately told me to leave my small cabin bag at the aero bridge to check into cargo eventhough I told her my bag is small and can be placed underneath the seat infront of me, she said my bag already tagged. Looks like ground staff wanted to make their job easy, cabin crew also wanted to make their job easy. This airline doesn’t care about their passenger. KLM is never even in the top 10 ranking in the airline industry. That is why I was so curious when my husband told me KLM is best European airline. After we seated at our seat, we saw all the passengers boarded later than us, all bringing in their cabin trolley bags bigger than my trolley bag, can’t even fit underneath the seat infront of them. Double standard. And the flight was not even full. On our flight back, we received a notification from our phone that our flight has been cancelled, then rebooked on a different destination to get home without our consent. Meaning we are not on a direct flight home anymore but via another city to get home which is ridiculous and inconvenient for us. KLM gave me bad impression and definitely not the best European airline. So far none of the European airlines make it in the top 10 ranking. If you travel with them, you will understand why.

T A

Such a bad airline!! There's no reason why it's always two hours late, and it keeps getting late.

Le Ma

Extremely disappointing first experience with KLM I had the “pleasure” of flying with KLM. My flight from Amsterdam to Zurich (9 pm) was cancelled mid-air. We took off, flew for about 15 minutes, and then returned to Amsterdam. The pilot gave almost no information except that a safety check was needed. After landing, again almost no communication — just an announcement that we had to leave the aircraft. We were handed a card with a QR code leading to the KLM website and told verbally that we wouldn’t be flying to Zurich that night. No assistance was offered for accommodation. I was told to book my own hotel and later apply for reimbursement. At that late hour, no airport hotels were available, so I had to find one 10 km away and pay for both hotel and taxi myself. Rebooking was another nightmare. I received only four flight options, three of which involved long layovers (5+ hours). Only one direct option was available the next day at midday. My travel companion, who tried to rebook just minutes later, didn’t even get that — only connections via Paris. Phone support was unavailable, and the chatbot was useless. Eventually, after over an hour, my friend managed to reach an agent and secure a seat on an earlier direct flight. Ironically, KLM’s own website showed available seats on the 9:45 am flight, but the app didn’t list them. In the end: • I arrived more than 12 hours late. • I received just a €15 food voucher. • I had to pay out-of-pocket for hotel + taxi. • I lost my entire Sunday due to poor sleep, re-traveling to the airport, and rebooking chaos. This was terrible service with little to no support. Instead of any real help, KLM pointed me to a website full of terms and conditions. I will be seeking reimbursement and EU compensation, but so far I’ve received nothing and no guidance. Never again with KLM. I would not recommend them to anyone

Julie Cabakova