Nice one KLM staff!

[fernytickles]

This is posted on behalf of an aquaintance from another website. Does anyone have any helpful advice for the parent on how to get KLM to pull their finger out and take proper care of his daughter?

Also, who to contact at KLM to ensure this doesn't happen again to anyone else?

Thanks.


As I sit here typing (in Houston), my 14 year old daughter is stuck in Amsterdam, in a hotel, on her own, with no food and nothing to drink.. and it gets worse!

Starts off this morning she leaves Manc at 6am, flying to Amsterdam, MEANT to be leaving Amsterdam at 8.30am, direct to Houston.

Well the plane gets delayed in Manc, arrives in Amsterdam at 8.20.. at approx 9am my mother in the UK gets a tearful phone call from my daughter.. the escort left her and did not come back. LUCKILY she is 14, and was told to find the nearest KLM deak, which she did, only to be told the so called escort had to see to some other passengers, and she now has missed her connection, and won't be able to leave till the morning. (I find it very hard to believe that there were no more flights to the US at 9am!!!!)

So.. panic over for now... she waits in the kids lounge all day long, with 2 happy meals. 9pm Amsterdam time the KLM rep takes her, and another unaccopained minor that missed his connection to the hotel. At the front desk the KLM rep tells the hotel dude that they can share a room if they want!!!!!!!!!!!!!! HELLO????EXCUSE ME!!!!!!!!!!!!!!!!!!!! Yes, lets put a 15 yr old boy and 14 yr old girl in a hotel room together!!!! Luckily again my daughter was not having any of that!!! THEN... gets worse.. the KLM rep says "Bye then, see you in the morning!" ... leaving then stood at the front desk, in a hotel in the middle of Amsterdam, keys in hand!

My daughter calls me when she finally found her room, all upset because it took her 30 mins to find it, no food, no drinks, no idea what the heck is going on or when she is going to fly out. Well, I say no drinks, I called the hotel and got them to give her a couple of bottles of coke, apparently she should have a hand full of food coupons from KLM.. nothing.

After MANY totally USELESS phones calls I get her flight info for tomorrow, they have her flying via MI to Houston leaving at 8am. Nobody told her this.. they have all her tickets and passport etc. When I mention all the other issues I get told.. in a typical robot like voice "you need to write to customer relations!!!!!!!

KLM in Holland are closed for the night, so my fuming little self is just sitting here waiting for them to open at 5am their time to tell them they had better get to that hotel room and ESCORT her to her plane..... I mean WTF????? What do we pay an escort fee for???


Can you believe this?? I am totally speechless, like numb... is it me???

Ok, so I just looked on the KLM website at daily flight times.

There are THREE direct flights a day into Houston, and another SIX flights with connections!! NINE fu**i*g flights and they could not get her on one????????

GGGGGGGGRRRRRRRRRRRR

[redbar1]

Welcome to the Dutch level of customer service!!:}

[redfred]

Thats really really terrible and I hope you write in and get some sort of apology and some of the staff get the backsides kicked, I mean a 14 year old in a foreign country....once you pay for the escort it is their legal responsibility to look after the child from the minute they are in the care of the escort in UK until they get handed over to the parent or guardian at the other end

[skydriller]

Have to agree, that is absolutely terrible and cannot believe the actions of the KLM staff. The suggestion that your daughter and another boy share the same room in a hotel?!?!!! What are they on!!!! Im Incredulous!!!

Make sure you make a note of all that has happened so you can follow up on this later. Right now complain severely, insist you talk to someone in authority aswell, not just some phone answering robot. In my opinion heads should roll for what your daughter (and you) have been put through.

Hope you get your daughter back safely today,

Regards, SD..

[eal401]

Have to agree, that is absolutely terrible and cannot believe the actions of the KLM staff. The suggestion that your daughter and another boy share the same room in a hotel?!?!!!
Must admit that one had me picking my jaw off the floor in amazement! Does that sort of thing go on in Holland?

[Avman]

I'm sorry to say that this is a good example of the standard of service one can expect in The Netherlands. The country which I have lived in and adored for many years has many attributes, but unfortunately, customer service has never been one of them! I hope that the Dutch journos will see this story and publicise it.

[Reenie]

This story is appalling. I would be very tempted to contact an attorney....but first of all take a look at KLM's treatment of a passenger with a service dog (which aids disabled people) and reported in the nationwide "USA Today" newspaper last month:

http://www.usatoday.com/travel/columnist/burbank/2004-11-15-burbank_x.htm

I have a feeling that their columnist Linda Burbank would be very interested indeed to hear about KLM's latest blunder and putting an underaged girl at risk. Thank goodness that the girl is smart and stood her ground by refusing to share an hotel room...she could have been raped :(

I'm sure that Linda Burbank would be willing to take up the parent's complaint with KLM/NorthWest airlines.

[PAXboy]

This is the most astounding thing I have ever heard an airline doing. Particularly an established world carrier such as KLM. Really, I am speechless and I hope that all was documented in good order and all telephone records of the calls that were made from the USA to KLM/Hotel/child and that the child made to her parent.

Call a lawyer.

[holyflyer]

Absolutely unbelievable

May I suggest emailing your above post to :

BBC News Interactive, Room 1300, New Broadcasting House, Oxford Road, Manchester, M60 1SJ. Tel 0161 244 3127
E-mail [email protected]

as well as your own local newsroom



and contact a lawyer.

[redfred]

Terrible story but to say she could have been raped.......it wouldnt have been appropriate to stay with another young male in the same room as they didnt know each other but I dont really agree to the fact that person being a possible rapist.....

[WHBM]

Poor service indeed. Presumably child was on KL1072 leaving Manchester at 0600 arriving Amsterdam at 0830, connecting to KL 661 departing at 1030 for Houston, which was missed. I only say this because the times quoted are at variance.

Indeed there are two further flights that day to Houston, another KLM at 1425 and a Continental (supposedly KLM's SkyTeam partner) leaving at 1545. An Unaccompanied Minor potentially being stranded overnight would have expected to get priority on these.

But at the risk of stirring things may I ask :

Did you choose KLM for the trip because they were the cheapest fare ? In this world you normally get what you pay for.

Is it appropriate for a child making such a journey who needs an escort to be routed via a third country connecting point, especially at a city which is a well known centre of vice. If she has this escort need could someone not have taken her to Gatwick and put her on a direct BA or CO flight. many airlines now will not accept transfer UMs because of the problems that can and do happen at the transfer point.

Do bear in mind that in international travel problems happen and everyone has to be prepared for them.

In summary though quite inappropriate and you may like to call through the press for the Chief Executive Officer of KLM, Mr Leo van Wijk, to account for his company's cheeseparing actions that led to this.

[seat 0A]

For starters, let me say I`m shocked at what happened here. There`s no way to defend their actions.

On a different note; I would never send my daughter half way across the world unaccompanied. You do have responsibility as a parent. You cannot delegate that responsibility to someone else, because the flyer says they will take care of your daughter.

[ou Trek dronkie]

seat 0A

I must agree with you, that would seem to be the prime cause for this poor girl’s ordeal.

eal401

Must admit that one had me picking my jaw off the floor in amazement! Does that sort of thing go on in Holland?

You are obviously unaware of the completely “liberal” attitude to these things in the Netherlands. Not many are aware that the age of consent is 12. That’s like TWELVE. I kid you not.


oTd

[skydriller]

There seem to be a few people on here who think that this 14 yr olds parents are responsable for what happened.......err.....this was a service the parents PAID EXTRA to the airline for.

To my mind what has happened is the equivilent of taking your child to a Creche or to a school, and having those responsable walk off to have a drink in a pub leaving the kids to it!!!!:mad: UNACCEPTABLE :mad:

I still cannot understand why the unnaccompanied minor was not put on a later flight???

Regards, SD..

[eal401]

Not many are aware that the age of consent is 12
That thump is my jaw bouncing again!

seat 0A, if only everything was as easy as in your world. Do you know why this girl had to fly unaccompanied? No? Well, don't judge please.

[Avman]

Just to get one thing in perspective about the age of consent in The Netherlands: Yes it's 12 but only with a partner who is no more than two years older.

Having cleared that little matter up, it doesn't in any way excuse what KLM did. I just wanted to clarify this "age of consent" issue.

[seat 0A]

Eal401

seat 0A, if only everything was as easy as in your world. Do you know why this girl had to fly unaccompanied? No? Well, don't judge please.

Would you send your new porsche from MAn to IAH uninsured?
Would you trust the jewelry you inhereted from your grandparents to a KLM stewardess, to bring it from MAN to IAH for you?

I`m always amazed at the way people send what should be their most precious posessions on earth, halfway across the globe, without bothering to go along. And no way to insure these things!

But hey! maybe I`m just simple, living in an easy world.

[ou Trek dronkie]

Hi Avman,

Yes, that is correct, but the other person was in this bracket too of course.

I still have a nasty feeling about this experience for the poor girl

oTd

[alexban]

About Klm- I flew not more than one month ago,2 hour flight ,bussines class.The meal was served after the economy got theirs,the seats are the same as in the economy class,no welcome drinks or papers ,but the ticket was more than 900 euros. This is the kind of service they offers.
So,you shouldn't get to amazed by them giving such a bad service to your kid.As fewer companies are doing this transatlantic service,we will see a lot of this.
I've heard almost a similar example with Air France...
The american companies are a bit different though...
In your case,I'll try to sue them,or ask for retribution...or get public! They got it coming!

[cargosales]

Absolutely appalled at the treatment this child received and have made a mental note not to fly KLM anytime soon. However, my automatic assumption, before seeing the details of this thread, was that KLM was a decent airline which looked after it pax. And I know a little about the industry.

I think we can assume that the parents who booked this flight thought the same. But I agree about the transfer thing - it looks fine on paper but if things go wrong you can end up with a real problem.

It isn't fair though to blame these or indeed any parents for a child flying unmin - there are a whole bunch of reasons why kids fly alone and why this service exists. Sometimes it is unavoidable. But the escort service is a paid-for extra service, on top of the ticket price. You pay for something and you expect it to work as advertised.

Very pertinent thread tho' as my offspring will shortly be flying unmin from London to Dubai. No transfers I know but there are only two airlines which I would seriously consider using. And a whole bunch which I wouldn't use in a million years. Some of them for the simple fact that if there was any kind of emergency then I'd like crew with guaranteed excellent spoken English to be able to explain exactly what was going on.

To back up my thoughts, I had the pleasure of meeting a BA CSD the other evening and had the opportunity to ask how it 'worked' on the a/c itself. Very reassured by what I was told and not planning to cancel junior's flight here because of the disgraceful actions of KLM.

In fact, thinking about the possible repercussions of what they did, change 'mental note not to fly KLM anytime soon' to 'I will never willingly fly KLM ever again'. And I suggest everyone here does the same.

CS

[zed3]

' never fly KLM ever again ' has been my rule for many years now . The airline has let me down and been economical with the truth a few times in the past .

[str12]

Appalling behaviour by KLM.

Have lived in the Netherlands for 2.5 years and the the Customer Service here is terrible, like living in a Third-World country at times.

Please complain, they need as much feedback as possible otherwise they will never improve.

[zed3]

str12 .... Avman and myself have , between us , 64 year's experience in the Netherlands , I am married to one of that ilk and we ALL know the problem . Complaining ..... we are past that stage , sadly , they are taught that being economical with the truth pays , from the start of life , and let me tell you they are good learners . To those of you who are Dutch , sorry but I really enjoyed myself here in the 70's and early 80's but saw this coming . Let's not start about 'management' . 3 years and 11 months to retirement .

[str12]

Zed3...fair enough. In my brief time here I have noticed the general decline in ex-pat's opinions of the Netherlands.

Still think he should complain and go to the press.

Safe flying.

[zed3]

fernytickles ..... would you kindly keep us/me (!) up to date with regard to this situation . I would be very interested to know what happens .

[manintheback]

---------------------------------------------------------------------------
quote: seat0a
Would you send your new porsche from MAn to IAH uninsured?
Would you trust the jewelry you inhereted from your grandparents to a KLM stewardess, to bring it from MAN to IAH for you?

I`m always amazed at the way people send what should be their most precious posessions on earth, halfway across the globe, without bothering to go along. And no way to insure these things!

But hey! maybe I`m just simple, living in an easy world.
--------------------------------------------------------------------------

and not divorced with parents in separate countries as some unfortunate kids will attest to.

[Animalclub]

Seat 0A they took out insurance... they paid for the escort fee - you dill!!

[FL440]

I remember once as a youth myself when living in the UK and i was 13 and i was travelling from UK to Orlando to visit my best freind, it was also a service that was paid for and i flew with British Caledonian,
my parents paid extra and the service was 2nd to none, they took me from my parents and handed me over to my freinds relatives in the US!

So in my opinion there is no defence really for KLM, i can only sympathise with you for their actions and you should be proud that you have a daughter that can look after herself given the situation she found herself in!

cheers

[Dylsexlic]

As far as I know, for a long time British Airways was the only airline to offer a proper unmin product. It was called Skyflyers and provided proper care for unaccompanied children and young adults with trained ground staff and separate lounges in some airports. Ground staff were also trained to fly with larger groups of children and look after them on board. This was a free service.

Individual escorts were also available to take care of a child (baby to 18 years) from origin to destination without ever leaving them alone although there was a charge for their ticket. If you have to send your child again, why not check BA? It can't be any worse than KLM and could be much better.

OK - advert over!!! (I don't work for them but I flew unmin with KLM aged 8, probably on an old bi-plane from Heathrow back in the 60s!)

[cargosales]

Well we'll see how BA do these days.

Just booked the tickets, filled in all the forms etc and will report back with Miss CS's views on the service she receives.

CS

[wombat13]

This incident as relayed in the forum is shocking.

Is it indicative of an individual person, an individual office (albeit base office) or of the airline?

I ask this since a few years back I was in seriously deep sh1t in HK and needed to get back to Ireland ASAP. KLM went beyond the call of duty and delivered.

Maybe it was simply an individual at the HK office, and maybe it was an individual in Amsterdam who let you down.

[cargosales]

Well, I needn't have worried.

Posted this on cc forum:

Thank you BA crew
Would like to say a big thank you to BA staff, especially escorts and cabin crew. CS junior has just been out here for a holiday and is now safely back home. Flew UM both ways. She said all the staff were great and wanted to say thank you

Thank you from me too!

CS

[Dylsexlic]

They (BA) haven't lost their touch then! I'm really pleased it worked for you, Cargosales.