KLM Reviews 8,461

While trust pilot might be biased towards people looking to communicate a negative experience, a score of 1.4 is really low, even for trust pilot. however, I am not surprised.

it says it all that KLM never responds to reviews on their social media and there is no meaingful way to interact with them. they don't care about the customer.

3 times in 2 years KLM 1) lost my compensation request, having agreed to pay it, and never paid it and 2) damaged my luggage beyond repair on two consecutive occasions. In one instance (luggage arrived split in half) they refused to pay me as I filed the claim outside of the initial 7 day window, but it took them 163 days to respond to me.

I stopped flying them.

Reluctantly i took a flight with them a couple of weeks ago and AGAIN they stuffed it up, despite arriving over 2 hours ahead of time for a short haul flight, and despite being Priority (laughable) my bags were not loaded. Over 10 hours later my bags were returned to me, and having been advised by the KLM agent at the arrival airport that I could incur expenses up to 90Eur (or was it GBP - but it doesn't matter) KLM has now refused the claim. Apparently a toothbrush, shampoo and food is not considered a reasonable expense.

In 2025 KLM bumped me off 3 flights in one week. They had no problem with that, did not see an issue that bumping me from one flight and then again from the replacement flight was not acceptable, and then again on my return journey too.
Coming to 2026 to use my vouchers from last year and again terrible booking experience, terrible customer service. (vouchers not valid even though unused/ booking with another voucher did not go through even though I could see the transaction on my credit card and customer service tell me "their department cannot help") I will do my absolute best to not fly with KLM again, they simply do not care.

I’d give them a minus 10 if I could. We were booked last May to fly to Lisbon. On the day that we were to fly, we were told that the plane was too small and we were kicked off. Had to contact them in January for the vouchers, which are non-refundable. And had to be used before May of 2026. 385 Euros which comes out to be 621.66 Cdn. Times 2 comes $1,242.44. They refuse to extend the vouchers. Not everyone can afford to travel every year. As far as I’m concerned KLM is a company without ethnics.

Absolutely wretched customer service experience. I was one of thousands to get stranded in the Middle East at the onset of the war (Dubai, specifically), and I had to pay $1,500+ for a one-way fare from Dubai to Paris before I could continue on the remainder of my flight itinerary due to KLM canceling its flight. Obviously the canceled flight is understandable—but they undeniably owe me for the unflown portion of the total ticket (Dubai to Paris), yet I have been trying for the last month and a half to get any traction whatsoever. We’re in this cycle where they’ll email me every 4-5 days, request information I’ve already provided, ignore my immediate response for another 4-5 days before writing back with some generic crap about needing the information (which I’ve already provided countless times), or something completely unrelated. The most recent bout, they claimed that they can’t refund me for the unflown ticket from Amsterdam to Paris—that was never part of my itinerary. I am 100% convinced that their business model is predicated upon making it damn near impossible for people to be refunded the money which they are completely entitled to by way of the tactics (and more) mentioned above. It’s a complete and utter disgrace, and a reputable carrier like Delta should be ashamed to consider KLM a partner airline.

Shit service, was denied boarding due to overbooking which I guess is fair. But it's extremely hard to take out the compensation. They have made it super hard with purpose it feels and I have tried for hours and still haven't got my money! They also supposed to pay my 2 day hotels until the next flight but I had to pay second night and now they don't pay me back for that either. I will never fly with them again!

Landed in Amsterdam for a connecting flight but missed it and had to rebook because the airline lost some of my luggage and took them hours to retrieve it. Staff were somewhat condescending and didn't seem to know what they were doing. They also searched my handband as if i was carrying something illegal (i wasnt). DO NOT BOOK with this airline

They’ve canceled three of my flights in the last 12 months. Disaster of an airline. One crew member gets sick they cancel the whole flight.

It seems many have had a bad experience. To the contrary, I recently flew from Beijing to Amsterdam and then onto BHX and everything was superb.
We flew Premium Economy on the 10th April at 10.55am. The team couldn't have done enough and the catering/menus were some of the best we've experienced.
The staff on board looked like they really enjoyed their job and this was reflected in every interaction we had.
Thank you KLM for a pleasant flight(s).

KLM turned out to be the worst airline I have I have used. First they canceled our flight from Amsterdam to Nairobi, as if that was not bad enough, they failed to give us vouchers for accommodation and only gave us 15 Euros vouchers for meals despite the fact that we were not rebooked to another flight until 18 hours later. Also some of the flight attendants were extremely rude and clueless. KLM asked us to check in our hand luggage then charged us for it after rebooking our flight with another airline. The only thing they care about is money, not the well being of their customers. I am only giving them a one star because 0 star is not an option.

Truly amazed with KLM's punctuality and reliability! It was my first time using the airline and was a bit worried about the layover time given the size of the Schiphol Airport, but it actually arrived an hour early. The past flight history also comforted me that it would arrive on time. Also, on the return trip, KLM was very honest about the 15-min delay, which was to wait for connecting flight passengers. Despite the delayed departure, it arrived on time at the destination. KLM was very transparent and clear about the delay, unlike other airlines that frequently use vague "mechanical issue" in order to avoid compensations to passengers or unexplained cancellations. I would definitely use it again to travel to Europe.

We recently had a deeply frustrating experience with KLM that has left us reconsidering whether we will fly with them again.

My partner missed the outbound flight and needed to book a different flight.

When the time came to check in for his return flight, he found out he could not do so. There was no explanation available as to why. Only after calling customer service did we learn that missing the outbound flight had resulted in the cancellation of the return flight. When we asked whether the ticket could be reactivated, we were told it could not. It was only after we demanded a refund that we were suddenly offered the option to keep the ticket — subject to a €150 penalty fee.

This sequence of events raises serious questions about KLM's communication practices and customer care. Passengers should not have to demand basic information, nor should their ticket be cancelled simply because KLM assumes they will not take the return flight. We have experienced similar situations with other airlines, and none of them cancelled the return ticket. We found the entire experience stressful, unusual, and disappointing from an airline we had trusted.

We will avoid using KLM in the future.

I have flied with KLM many times before, and I liked it alot.

I moved to France, Nantes for my exchange studies, and I had a layover in Amsterdam. The first flight got delayed. I did make it on the Air France flight, but my bag didn’t make it.

I am young and this is the first time when it happend to me, so I asked help from a personel at the gate to make the claim that made it for me. She didn’t ask me how long I will be staying and didn’t change the date, so in the claim it was that I was till the next day. My bag got here, but because of the claim it got sent back to Finland, where I’m from. I tried to contact them to not send it, but no luck.

They called me from Finland being very rude and I told that I moved here and I need it here. Also, they don’t have an option for pink in the claim, and my bag is light pink. So with the personel we decided to choose beige, because that was the closest. The woman on the phone was so rude and screamed at me that we should’ve chosen red??

So it got sent back through Paris, and apparently went on the flight and after that is never seen again and completely lost.

I have been asking compensation for things I bought, which mind you was alot more, but I forgot to take receipts, and I sent only some, and they told that I didn’t explain it enough. I literally sent them the receipts and explanation of what it is and why?? So I got only 100e from everything. Ii literally didnt have any clothes with me, everything is in there, even 4 months worth of my very important medication which has been a pain in the .. to get in France.

So after 21 days I have been trying to get compensated for my whole bag. They answerd me that I will, but then just radio silence. AND then all of a sudden they say that their documents say that I got my bag??? On the second day of arriving?? Like i have been in contact with them for months?? And how dont they see the records now??

It is soo fustrating and I am alone in this country trying to manage without my things, because I am a student and I can’t afford to have everything again.

JUST DON’T FLY WITH THE AIRLINE and if you do.. well definetly don’t take a checked-in bag with a layover.

Rude, grumpy flight attendants, and stewart. And the captain lied to us all saying that they would park next to the gate most of us would have contecting fligt to, and that it was arranged. They were 20 minutes late and we missed our next flight

Very bad experience with KLM. We have been regular fliers with KLM Air France however this trip made in Jan was absolute disaster. My hubby was travelling to meet his mom who had a bad fall and was declared serious. The flight from Calgary n then the connecting flight got delayed so he reached over 12 hrs late with 2 connecting flights, landed n was told baggage missing
Rushed directly to the hospital wherein next day mom passed away. He could barely meet his mom well and after all rituals n all when we claimed for compensation, we were told that we should have raised the complaint in 21 days. Highly insensitive….. they didn’t bother that his mom passed away and he wasn’t in the frame of mind to raise for compensation claims. Worst service team ever who couldn’t have any empathy with the traveler for losing the only parent he had….. let alone the tortuous time he had with late travel 2 connecting flights,
Layover and no baggage and running around to buy clothes to wear n medicines for himself coz he is diabetic n high BP patient, when he was also managing the grief of losing his mom and managing last rites for his mom….
All alone

Worst service team ever!!!!!!!

They had an issue where their staff wasn't ready on time (pilot made an announcement). Then I would have gotten my connection flight still and wanted to board, but they randomly booked me onto a later flight hours later (without telling me!!!!). They then said they provide no compensation because it was "a weather problem". I will never fly with KLM again. Their customer service is SO SO SO BAD. NEVER AGAIN!!!!!

Worst long haul flight experience in my life! The seats are as comfortable as in Ryanair. The food is absolutely horrible. The staff have glued smiles to their faces but ARE NOT friendly in any way. They made me wait 24h for my suitcase and the zipper had been ripped open with 1 item missing. I would choose ANY airline over this farse. KLM, you have 100 years of history. WTF happened to you? Absolute disgrace!

My flight was cancelled due to bad wheather so they don't compensate for that. Like nothing. To make matters worse as the hotels they use were all full I had to find my own hotel. I was told by the staff that klm would pay me back for the hotel, diner and taxi. However when I put in my claim they told me that they would not pay me for the hotel or anything because..... I had booked my own hotel that is their policy. I have told them that their own staff had told me to book something because the hotel they use were full and the staff had told me I would be payed back... and klm is not going to do that.. not a good start of a holiday. I lost a lot of money.

I often fly with KLM, but my experience hasn’t been great. Flights are frequently delayed, and passengers are forced to rush to catch their connecting flights. Luggage often doesn’t transfer properly between connections and sometimes arrives days later. Customer service doesn’t seem to care, whether you’re a frequent customer or not—even over the phone. Very disappointing.

What a horrible experience I always choosed this airlines to travel but last time I bought through cheaptickets.nl unfortunately I wasn’t be able to flight due a medical certificate for my child wich was approved by KLM .
I sent proofs and spent hours on the phone with both parties , KLM knows I’m been screw by this agency or maybe KLM is rejecting the voucher , I will never know who is telling me the truth .
I had a emails from
KLM confirmed that the medical certificate was approved , please KLM help me !!

My experience with KLM Royal Dutch Airlines has been nothing short of unacceptable.

Not only was my luggage damaged while in their care, but the handling of the claim has been a masterclass in deflection, delay, and outright avoidance of responsibility. Despite clear documentation, the airline has hidden behind weak justifications and contradictory statements rather than addressing the issue in good faith.

What is even more troubling is the treatment we received at check-in. The behavior of the agent was openly hostile and, given the context, raises serious concerns about bias. While such conduct is difficult to prove, it is impossible to ignore the pattern—especially when it affects my African American partner, who has experienced similar treatment before.

To then see that same interaction result in a questionable “limited release tag” being used as a shield against liability only deepens those concerns.

Mistakes can happen. Damaged baggage happens. But the complete lack of courtesy, accountability, and willingness to resolve a legitimate claim is what truly defines this experience.

Instead of standing by their service, KLM Royal Dutch Airlines chose to stonewall, dismiss, and ignore—leaving the clear impression that customer care is secondary to avoiding responsibility at all costs.