KLM has lost the plot
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KLM has lost the plot
I flew KLM for the first time in 25 years again last weekend. I paid some £500 more for the ticket than if I had flown EK or EY on the same route (MAN-CGK-vv.), but Mrs VI keeps reminding me how we should support European businesses.
Following an on-time departure from MAN and a punctual arrival at AMS, our onward flight was delayed about one hour due to a technical problem (intercom between flight deck and cabin). We finally arrived at CGK (with the scheduled stop at KUL) some 45 minutes late.
When the "last bag" sign appeared on the baggage carousel, I began to realize that my money had been poorly spent on the KLM ticket. Things got worse at the baggage service counter, where I was cheerfully informed that my suitcase was still in AMS (not transferred during a 2-hour transit?).
Wouldn't it have been nice to have KL ground staff at CGK informing me that I need not stand at the baggage carousel like an idiot for over an hour and hope to see my suitcase appear?
When I asked for an overnight kit, I was (equally cheerfully) informed that authorization had to be obtained from KL for such an issue, and that I would be informed of whether such authorization had been forthcoming when I check in for my return flight on Friday, 13th July.
Is the KLM management based at some mental asylum somewhere?
I shall gladly fly EK, EY or QR again
Following an on-time departure from MAN and a punctual arrival at AMS, our onward flight was delayed about one hour due to a technical problem (intercom between flight deck and cabin). We finally arrived at CGK (with the scheduled stop at KUL) some 45 minutes late.
When the "last bag" sign appeared on the baggage carousel, I began to realize that my money had been poorly spent on the KLM ticket. Things got worse at the baggage service counter, where I was cheerfully informed that my suitcase was still in AMS (not transferred during a 2-hour transit?).
Wouldn't it have been nice to have KL ground staff at CGK informing me that I need not stand at the baggage carousel like an idiot for over an hour and hope to see my suitcase appear?
When I asked for an overnight kit, I was (equally cheerfully) informed that authorization had to be obtained from KL for such an issue, and that I would be informed of whether such authorization had been forthcoming when I check in for my return flight on Friday, 13th July.
Is the KLM management based at some mental asylum somewhere?
I shall gladly fly EK, EY or QR again
Last edited by Victor Inox; 9th Jul 2012 at 14:16.
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Who has lost the plot?
I paid some £500 more for the ticket than if I had flown EK or EY on the same route
Having said that, I sympathize entirely with your sorry experience at the carousel. I've posted about this before: why the hell can't the airline tell you on arrival that your baggage didn't make the connection? After all, they've likely known for many hours. Is it so difficult to have someone at the arrival airport print out a list and stick it on a noticeboard next to the carousel?
Anyway, I have a tip for next time. Why stand waiting at the carousel at all? Instead, go straight to the handling agent and file a missing baggage claim - avoid the queues (after all if your bag didn't make it, likely others are also missing). Then go back to the carousel, and if you're lucky, pick up your baggage. You can cancel the missing claim on the way out, or call/e-mail them later. If your baggage is not there, you've already done the paperwork, so off you go.
Gibon - if I were a baggage handling agent, one of the first things I would ask a passenger is the flight they were on - i.e. please produce the baggage tag. If bags for that flight had not yet been completely unloaded, I would very quickly send the passenger back to the carousel and tell them to wait for 30 mins
Baggage handling agents are people just doing a job, and they don't get paid to deal with arrogant passengers who make up fake stories and file fraudulent reports
Baggage handling agents are people just doing a job, and they don't get paid to deal with arrogant passengers who make up fake stories and file fraudulent reports
Last edited by davidjohnson6; 9th Jul 2012 at 16:44.
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At AMS with KLM the guys at the boarding gate can normally tell you if your bag has made it. I haven't been through AMS for a while, but I have a recollection of different numbers of beeps meaning different things when they scanned your boarding card at the boarding point. Might be wrong...
You are unlucky at AMS - I've regularly had v.short connections with my bag making it through there. I've had much worse at Heathrow (I don't fly as often as I used to - most often when T5 was coming online - but I have an overall 30% success rate of my bags following me through Heathrow!).
For BA long hall I've had my name on bits of paper on the air bridge when leaving the plane saying my bag hasn't made it. What ends up happening is it takes twice as long to leave the plane because everyone is crowding round the print outs...
You are unlucky at AMS - I've regularly had v.short connections with my bag making it through there. I've had much worse at Heathrow (I don't fly as often as I used to - most often when T5 was coming online - but I have an overall 30% success rate of my bags following me through Heathrow!).
For BA long hall I've had my name on bits of paper on the air bridge when leaving the plane saying my bag hasn't made it. What ends up happening is it takes twice as long to leave the plane because everyone is crowding round the print outs...
Paxing All Over The World
I recall exactly the same thing happening. A domestic hop, then change to the long haul and cross the Atlantic. Due to the connection being late in, I doubted that my bag had made it. Once I saw how many folks were still waiting at the carosul, I knew the answer before the poor admin person arrived to give everyone the surprising news! My how they screamed. My silent scream was exactly the same, 'They knew this 7+ hours ago' because the airline would have known before the 7.5hr flight was even off the ground. If they had made a cabin PA when the doors were opened, they could have saved some PR. My bag arrived the next day (just one rotation on that route) and I was perfectly happy.
That was (just looked up my diary) 1999 and the airline was LH. The connection was from MUC to FRA and on to DTW. So I think I can say that your KLM/AMS experience is par for the course. It's the lack of antcipation and lack of use of data they already have but, as with many other factors - that takes a little money and a lot of good mgmt.
That was (just looked up my diary) 1999 and the airline was LH. The connection was from MUC to FRA and on to DTW. So I think I can say that your KLM/AMS experience is par for the course. It's the lack of antcipation and lack of use of data they already have but, as with many other factors - that takes a little money and a lot of good mgmt.
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Thanks for your sympathy and advice for the next trip (won't be on KL, though), everybody.
Actually, I happened to be the only person who had connected through AMS left standing at the carousel in CGK. There were two or three others, but they had boarded at KUL.
It's Tuesday morning, 9 a.m., in Indonesia, and I am still without any luggage or, indeed, any information from KL
Actually, I happened to be the only person who had connected through AMS left standing at the carousel in CGK. There were two or three others, but they had boarded at KUL.
It's Tuesday morning, 9 a.m., in Indonesia, and I am still without any luggage or, indeed, any information from KL
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Had the same thing AMS-KIX a while back: while disembarking, overheard cabin crew say "wait till they find their baggage hasn't arrived." At the carousel, there were dozens of us without baggage. A couple of guys running around handing out forms and showing people how to fill them out, leaving the non-Japanese till last because the guys had no language skills. Decided to track down someone with a KLM badge, to discover that although the flight lands in the morning, the office isn't open until the afternoon. Took hours to get out because the cretins wouldn't hand out the paperwork en masse: one person at a time, complete form, next person.
Also trying to move cremains, in dialog with an Indian call center with a person who barely understood the language, and wouldn't pass me to another person who had a clue and a vocabulary. The only reason to use KLM is because AMS makes a better regional hub than LHR.
Also trying to move cremains, in dialog with an Indian call center with a person who barely understood the language, and wouldn't pass me to another person who had a clue and a vocabulary. The only reason to use KLM is because AMS makes a better regional hub than LHR.
Last edited by Bushfiva; 10th Jul 2012 at 04:39.
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The only reason to use KLM is because AMS makes a better regional hub than LHR.
But what point is having a "better" hub if the d1ckheads can't transfer luggage. It's now exactly two days after my arrival at CGK, and I still have no suitcase. The reference on the manually completed PIR form does not result in any information being available on the KLM baggage tracking site.
What a bunch of w@nkers.
Está servira para distraerle.
Victor Inox.
I'm sitting in the BC lounge at AMS right now 14.30 Dutch time and I will be here for half an hour. If it might help you can send me or pm me the luggage numbers and I can ask the girls at the customer desk if they have an update on them. It's a long shot but?
I'm sitting in the BC lounge at AMS right now 14.30 Dutch time and I will be here for half an hour. If it might help you can send me or pm me the luggage numbers and I can ask the girls at the customer desk if they have an update on them. It's a long shot but?
I paid some £500 more for the ticket than if I had flown EK or EY on the same route
If the alternative is something like Biman Bangladesh then I would understand, perhaps it's worth spending extra if it saves you on hotel accommodation with convenient arrival and departure times ie you can check in/out at normal times instead of paying for a whole night you don't use.
It may be worth sticking to a particular airline or alliance if you fly often enough to acquire and use frequent flyer miles or increase your status in the program.
Singapore Airlines and QATAR also do Jakarta one stop from Manchester.
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Honestly, I think you could subsitute 'KLM' for pretty much any airline in existance with that story. You rarely expect much more from any of them, except 'some' of the 5 star airlines.
Over the years I've been reading Pprune, I cannot remember anyone having anything good to say about KLM, especially for connections via AMS.
As a result - possibly somewhat unfairly - KLM is on my personal list of 'Airlines not to use'.
As a result - possibly somewhat unfairly - KLM is on my personal list of 'Airlines not to use'.
Paxing All Over The World
I have not had cause to use KLM for more than ten years (as far as I can recall) and placed them lower down my list - the moment that they joined AF.
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A very special thanks to Cavortingcheetah who kindly tried to get sense out of KLM whilst in the lounge at Schipol yesterday.
It emerged that the baggage service agent in CGK lied to me when I filed my PIR. She assured me that my case was still in AMS and would be on the next flight out (24 hours later). It now turns out that my case did leave AMS but was offloaded at an intermediate stop in KUL.
In addition, the file number was not properly entered on the PIR, which is why I was unable to track it online.
I have still had no direct information from KL either by email or by phone as to when my suitcase will make it to CGK.
How do such people qualify for an AOC? You would think that a demonstrated ability to deliver both pax and baggage safely would be the first requirement.
It emerged that the baggage service agent in CGK lied to me when I filed my PIR. She assured me that my case was still in AMS and would be on the next flight out (24 hours later). It now turns out that my case did leave AMS but was offloaded at an intermediate stop in KUL.
In addition, the file number was not properly entered on the PIR, which is why I was unable to track it online.
I have still had no direct information from KL either by email or by phone as to when my suitcase will make it to CGK.
How do such people qualify for an AOC? You would think that a demonstrated ability to deliver both pax and baggage safely would be the first requirement.
Last edited by Victor Inox; 10th Jul 2012 at 20:14.
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Your bag should have come down from KUL on a 'Rush' tag, there are several flights A DAY! At CGK you should have insisted on seeing the KLM station manager, if they have one. Many airlines will give you funds for toiletries and some clean underwear, I am surprised KLM didn't offer this.
Last edited by parabellum; 10th Jul 2012 at 21:43.
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I cannot remember anyone having anything good to say about KLM
I hope this doesn't mean my luck has now run out and the next trip will be awful.....!!
By the way, if you do have time between flights at Schiphol, the satay chicken from Hot Wox in the Food Court is actually rather delicious.
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At CGK you should have insisted on seeing the KLM station manager, if they have one. Many airlines will give you funds for toiletries and some clean underwear, I am surprised KLM didn't offer this.
Your bag should have come down from KUL on a 'Rush' tag, there are several flights A DAY! At CGK you should have insisted on seeing the KLM station manager, if they have one. Many airlines will give you funds for toiletries and some clean underwear, I am surprised KLM didn't offer this.
Absolute ****e airline.
Last edited by Victor Inox; 11th Jul 2012 at 02:16.