KLM doesn't do "customer service".
Or so I was told once by the agent on reception at the lounge in Schiphol.
Spent many an email trying to resolve this with their so-called customer service agents. It appears that KLM aren't concerned with ensuring loyal customers fly with them again. Which is a real pity as I've always found the cabin crew to be very friendly and helpful when flying. (Something I do a lot on KLM metal)