How does KLM get away with such poor customer service
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How does KLM get away with such poor customer service
Flown KLM a couple of times. All I can say is NEVER AGAIN. Their agents are rude, arrogant and love to harass passengers including making senior citizens run from gate to their so called transfer desk and then back to the gate. I've written to them a couple of times and it seems now they dont even bother to respond.
Any ideas on who I can approach. Am not looking for compensation but DO want to ensure that I report this so that other travellers make a better choice and KLMs working practices are looked into.
Any ideas on who I can approach. Am not looking for compensation but DO want to ensure that I report this so that other travellers make a better choice and KLMs working practices are looked into.
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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)
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)
Judging by the report on BBC news 24 about T5 at Heathrow being closed, and BA handing out letter to prospective passengers telling them that BA can't arrange hotel accomodation due to the numbers of passengers involved & advising them to leave the airport , it seems not.
Not a very good advert for BA's customer service planning if this is the case.
Just hope that my two colleagues who were heading back home from Houston via Schipol yeterday have made it home. KLM seem to have done a good job in arranging several options for them to either stay over or try to get home. Haven't heard today, but they were last heard of, waiting on a train to Brussels to either pick up a flight to Edinburgh or Glasgow, or to head back via Eurostar, or if all else failed, with hotel rooms booked in Brussels for them - all at KLM's expense. All the more surprising, seeing as it wasn't a particularly pricey ticket they were flying on.
Not a very good advert for BA's customer service planning if this is the case.
Just hope that my two colleagues who were heading back home from Houston via Schipol yeterday have made it home. KLM seem to have done a good job in arranging several options for them to either stay over or try to get home. Haven't heard today, but they were last heard of, waiting on a train to Brussels to either pick up a flight to Edinburgh or Glasgow, or to head back via Eurostar, or if all else failed, with hotel rooms booked in Brussels for them - all at KLM's expense. All the more surprising, seeing as it wasn't a particularly pricey ticket they were flying on.
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There was a large hall of beds set out in Franfurt yesterday too. Luckily I'd managed to find a hotel room on Thursday night so can't tell you anything more.
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It's a Dutch trait not to be very customerfriendly! Something that was discussed on this forum not so long ago. Partly to blame on arrogance and partly on not being trained(properly) on handling complaints and service related matters.
Last edited by Smoketrails; 21st Dec 2010 at 13:47.
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I was stuck in Schiphol overnight 2 weeks ago in the last round of snow and KLM did really dot he best they could in the situation sticking us in the Park Plaza with nice dinner and breakfast, I called up the KLM reservations line whilst sorting the hotel out and was moved onto the first flight the next day.
Wouldn't want to sleep in that airport itself though, nasty.
Wouldn't want to sleep in that airport itself though, nasty.
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its hit or miss, in the snow 2 weeks ago when my flight was cancelled they were on form and sorted everything as best as they could.
When my baggage didn't make a connection through Schiphol (both KLM flights) earlier in the year useless wouldn't even begin to describe their customer service.
I have found that once you have completed your trip and are trying to complain by email or telephone you may as well give up as they aren't going to help.
When my baggage didn't make a connection through Schiphol (both KLM flights) earlier in the year useless wouldn't even begin to describe their customer service.
I have found that once you have completed your trip and are trying to complain by email or telephone you may as well give up as they aren't going to help.
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Judging by the report on BBC news 24 about T5 at Heathrow being closed, and BA handing out letter to prospective passengers telling them that BA can't arrange hotel accomodation due to the numbers of passengers involved & advising them to leave the airport , it seems not.
Not a very good advert for BA's customer service planning if this is the case.
Not a very good advert for BA's customer service planning if this is the case.
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Just back from Amsterdam, one of the worst experiences ever.
Whilst some and I'd say very few were helpful, (crown lounge staff) the majority of their staff were most unpleasant unhelpful / contridicting information.
Kept on board after landing for 4 hours, little information on what was going on, 1 more hour for steps and then another wait for buses. Connecting flight cancelled along with most others, and the ground staff's respnce was of not interested go away, we have so much to do........
Schipol the next day was evan worse, with ground staff contridicting themselves, giving wrong information, sending people in the wrong direction.
One lady in the Crown Lounge I would have to say was the worst of all, not prepared to listen, uninterested and frankly quite rude, i'd have to say the worst KLM staff member ever. All the other lounge staff were most helpful, going that extra mile evan under the circumstances.
I'd have to say though after that experience last weekend, i'd avoid KLM with all costs.....
Whilst some and I'd say very few were helpful, (crown lounge staff) the majority of their staff were most unpleasant unhelpful / contridicting information.
Kept on board after landing for 4 hours, little information on what was going on, 1 more hour for steps and then another wait for buses. Connecting flight cancelled along with most others, and the ground staff's respnce was of not interested go away, we have so much to do........
Schipol the next day was evan worse, with ground staff contridicting themselves, giving wrong information, sending people in the wrong direction.
One lady in the Crown Lounge I would have to say was the worst of all, not prepared to listen, uninterested and frankly quite rude, i'd have to say the worst KLM staff member ever. All the other lounge staff were most helpful, going that extra mile evan under the circumstances.
I'd have to say though after that experience last weekend, i'd avoid KLM with all costs.....
....and then again, I flew KLM during the first snow problems a couple of weeks ago and found the flights to and from North America and the handling of (considerable) delays exceptionally good. I would therefore recommend them as an airline
Just goes to show, public transport is open to vagaries just like everything else in life.
Just goes to show, public transport is open to vagaries just like everything else in life.
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flightlevelchange:
I no doubt expect that was the same lady I had the misfortune to have dealt with. Her attitude and lack of respect was appalling.
One lady in the Crown Lounge I would have to say was the worst of all, not prepared to listen, uninterested and frankly quite rude, i'd have to say the worst KLM staff member ever. All the other lounge staff were most helpful, going that extra mile evan under the circumstances.
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I don't honestly think it matters who you're flying with at the moment. The staff at the most affected airports are simply overwhelmed with the workload placed on them. Most pax only think of themselves and forget that there are thousands in the same predicament. The available staff just can't cope. Most do their very best under very trying conditions, but at these times of high stress it is inevitable that the odd staff member will just not have the character to cope. They shouldn't have been employed in the first place of course, but that's another story. I agree that the most frustrating aspect can be contradicting statements made by staff. This stems to a large extent from poor communications within the company and inadequate training of the staff. My numerous experiences with KLM are mixed, ranging from excellent to disappointed. Then again, I could say that for most of the airlines I fly with. It just depends on the day. One thing's for sure, I'm glad it's not me that has to assist hundreds of tired, frustrated and upset weather affected pax during this period.
The only way to deal with this kind of attitude is to vote with your feet and switch future travel to another airline. If enough people do this the airlines may start to take notice....but I wouldn't hold my breath.
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Sitting here at Schiphol waiting for my flight, just having spent a couple of days in Holland, I feel that the Dutch generally do customer service rather better than just about any other nation in Europe. They speak excellent English, and do so with pleasure, and often several other languages. They are efficient and usually well-informed, without the somewhat abrasive manner of their German neighbours. I found the same when I lived here, so this is not just based on casual observation.
Many trains and flights are disrupted, but I've seen passengers stressed out, tired, and anxious, being treated with kindness and empathy by NS (Rail) and KLM employees in the last couple of hours.
If you really want a nation that doesn't 'do' customer service, it's the French. The Spanish, Greeks, and Italians often don't speak adequate English and are generally incompetent and and poorly trained in customer facing positions. The only ones that come close to the Dutch are the Swiss.
Many trains and flights are disrupted, but I've seen passengers stressed out, tired, and anxious, being treated with kindness and empathy by NS (Rail) and KLM employees in the last couple of hours.
If you really want a nation that doesn't 'do' customer service, it's the French. The Spanish, Greeks, and Italians often don't speak adequate English and are generally incompetent and and poorly trained in customer facing positions. The only ones that come close to the Dutch are the Swiss.
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Jackieofalltrades - didn't happen to have dark hair did she......
Trying now to get my bag, made 75 phone calls no answer or just rings out, no PIR no as did it at birmingham, no answer from there phone either, now getting frustrating......
Just voted with my feet and cancelled business class return ticket to South Africa, now booked Emirates, much better service and standards and quite frankly better Inflight Service and Sleeper Seats.......
Trying now to get my bag, made 75 phone calls no answer or just rings out, no PIR no as did it at birmingham, no answer from there phone either, now getting frustrating......
Just voted with my feet and cancelled business class return ticket to South Africa, now booked Emirates, much better service and standards and quite frankly better Inflight Service and Sleeper Seats.......
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anyone got a telephone number for KLM lost luggage at Heathrow
after trying Birmingham / servisair 110 times, and no reply or ringing out
No PIR no as was done at Birmingham and servisair so cant track it online....
or has anyone else got any useful numbers on who to contact 4 days now, and am getting a bit fed up of it all...
FLC
after trying Birmingham / servisair 110 times, and no reply or ringing out
No PIR no as was done at Birmingham and servisair so cant track it online....
or has anyone else got any useful numbers on who to contact 4 days now, and am getting a bit fed up of it all...
FLC