KLM Royal Dutch Airlines > Reviews > KLM Customer Service- they don't give damn

Author's product rating:   

Food Quality	Poor
Customer Service	Very unhelpful
Punctuality	Poor
Space	Fairly Comfortable
Value for Money	Poor

Advantages:	the plane arrived safely
Disadvantages:	non existent staf in KL, surly ground crew in Schipol

Recommend to potential buyers:

no

Full review

The original flight KL4106 was 50 mins late leaving Perth. This meant that we arrived in KL at 2310, 5 mins before our KLM flight to Amsterdam was due to leave. There were no KLM reps at gate to give instructions as to what we had to do so we had to go to the transfer desk and join the queue. We were served at 2318, the initial question was did the KLM rep at the gate not give you any instructions. We NEVER saw a KLM rep during the whole time we were on the ground in KL. The transfer desk staff was pretty hopeless, no one had any idea what was happening and they spent the next 40 mins on the phone trying to get hold of someone from KLM.

It wasn't until 40 mins after we landed when another of the 9 passengers got very irate that any help was given/offered.

The MAS staff member who eventually dealt with us was very helpful and did her best to get us on KLM flight which she eventually did.

When we arrived in Manchester on flight KL1075 none of our 2 bags had arrived.
I went to the handling agent's desk and was told they were arriving in Manchester on the 1030 flight and we would have them in afternoon. I found this very hard to believe as the MAS lady in KL said that our bags would not leave KL until the Saturday on the KL810 that we missed. The lady assured us that the bags were in fact in Amsterdam and that we would receive them around 3pm Saturday afternoon

I rang at 12noon to confirm they had arrived in Manchester- the Operator said yes, gave us reference number, couriers' number and said we would have them later the same afternoon.

As were we getting desperate for clean clothing/toiletries etc I rang thee given numbers at 3pm -- keyed in details ( Ref 11600)- the recorded message said that bags had not yet cleared customs which indicated to me they were not yet in the UK.

We went out and purchased some items to get us through until Sunday lunchtime when hopefully the bags would be delivered.

I rang the given number at 915am and 1115am on the Sunday and the message said each time that that bags had not yet cleared customs.

As we had an important function to attend on the Sunday evening we went out and purchased further items of clothing/toiletries.

When we returned home there was a message on the answer machine informing us that our bags would be delivered around 10pm on the Sunday evening.

The bags were eventually delivered at 945pm.
I sent an complaint to KLM on the 14th August , I got a notification to say it would be handled by the Australian office and am still awaiting contact from them.