AF/KLM website flight purchase - terrible experience
Wow. I just had perhaps the worst flight purchase experience ever.
I'm from the US but have been living and working overseas for 20+ years, so I do a lot of flying on lots of different airlines.
I've had some poor airline customer service over the years, but I think KLM / Air France have just taken the record for worst online purchase experience ever.
1. On the final "review your flight details before purchase" page, it was only showing the flight numbers and dates. I clicked once more on see details to see the full itinerary, just to confirm that the times & details were correct. I made no changes, but when I then clicked on "purchase" it took me back to the first page of the process and I had to re-enter all my personal details and credit card info all over again. Wow.
2. An $11 added fee to use a credit card to purchase the tickets. Really? I've never ever seen such a fee, or such a high fee. Wow.
3. There is 0 checked bag allowance on these flights, even though I'm (sadly) an Air France/KLM flying blue member. (I'm in the lowest category.) But it said I could get a 50% discount or use my miles to purchase baggage allowance. So, I proceeded to do that.
For my first flight, the listed price was CHF 8.50 or 1500 miles. fine
Second flight, listed price CHF 15.00 or 1500 miles. fine.
So, I go to pay. After entering all my Flying Blue account details so I can pay with miles, I'm then told that I can't actually pay with miles, so I have to pay with a credit card. CHF 23.50 (basically $23.50) is the amount shown. Fine. So, I enter my credit card details to pay, and I get an error page saying, the price of baggage for the second flight is not CHF 15, but actually CHF 16.50.
Wow. Not a big deal, I paid it. But really, listing one price, and then when you pay giving you a different higher price? And saying you can pay with miles on one page, and then refusing to let you pay with miles on another.
Just AWFUL. I hate Air France so much. Wish I had more options where I work, but unfortunately they are one of the main carriers here. UGH.
Sorry, just wanted to vent, and also maybe if I see other worse case scenarios of bad customer service, I'll feel better. But seriously, if AF/KLM is wondering why they're losing so much money, this is a big reason. I've had so so much better online service with Turkish Air, Royal Air Maroc, and even some small regional African carriers.
KLM/AF this is just shameful customer service.