KLM Royal Dutch Airlines
Unclaimed Business
|1.6|10 Reviews (last 12 months)|This business does not respond to reviews
KLM Royal Dutch Airlines
Unclaimed Business
|1.6
10 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, KLM Royal Dutch Airlines is facing significant dissatisfaction from South African travellers, with a recurring theme of mishandled or delayed luggage and damaged suitcases. Customers consistently mention prolonged refund and compensation disputes, unresponsive customer service channels, and difficulty reaching staff by phone or email. Several travellers describe rebooking complications, transit visa confusion, and feeling abandoned during disruptions. A smaller group of flyers highlight comfortable economy cabins, punctual schedules, and friendly, professional crew, suggesting the in-flight product can still impress when journeys go smoothly.
Performance(last 12 months):
NPS Score
-100Unlikely
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.6|10 Reviews
Sep '25 - Aug '26
Recent reviews (10)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceJL
Judith L
1 reviews | Active since Mar 2026
25 Mar 2026, 10:01
Bullies
It looks like KLM is led by bullies or tired people. They must leave the management to the young generation. Most of the hostess being very mature ladies (old) are considering and managing the travellers as their children. They are very rude and harsh. They don't care. I'm left with bitter taste for the 2 trips (SA-USA 14thJan-3rd Feb; SA-Belgium 18th Feb- 2nd Mar 26) I've recently completed: - delayed luggage for 2 days - broken suitcase - I found out later that the ticket I bought, even thought it was expensive, didn't allow me to have even one checked luggage. I should buy it. - I bought 2 for the return Brussels -Johannesburg but I didn't complete the trip due to confusion of hours. KLM is refusing to refund me for the 2 extra luggage that I bought while didn't travel. They are not responding to complaints or claims. Left so powerless not knowing where to escalate our claims and complaints
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Judith L
1 reviews | Active since Mar 2026
25 Mar 2026, 10:01
Bullies
It looks like KLM is led by bullies or tired people. They must leave the management to the young generation. Most of the hostess being very mature ladies (old) are considering and managing the travellers as their children. They are very rude and harsh. They don't care. I'm left with bitter taste for the 2 trips (SA-USA 14thJan-3rd Feb; SA-Belgium 18th Feb- 2nd Mar 26) I've recently completed: - delayed luggage for 2 days - broken suitcase - I found out later that the ticket I bought, even thought it was expensive, didn't allow me to have even one checked luggage. I should buy it. - I bought 2 for the return Brussels -Johannesburg but I didn't complete the trip due to confusion of hours. KLM is refusing to refund me for the 2 extra luggage that I bought while didn't travel. They are not responding to complaints or claims. Left so powerless not knowing where to escalate our claims and complaints
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Replies (0)EA
Emma A
1 reviews | Active since Feb 2019
23 Mar 2026, 15:56
KLM destroys suitcase and no resolution six months later
My baggage was left behind when I flew from Amsterdam to Cape Town in September last year. I was informed when I arrived in Cape Town that my baggage was not in Cape Town. I filled in a form at the airport and two days' later my baggage was delivered to me - the suitcase utterly crushed. All three handles had been broken off and as a result there were sharp bits of metal and plastic sticking out. The courier company that delivered it took photos of the damage and said they would send it to KLM. I logged a damaged baggage report the same day. Over the past six months, I have received multiple emails from KLM asking for information I have already provided Then eventually, six months later, I was told the claim was resolved, and I would be paid out. However, no payment came, and now the website says it is "under review" again - not resolved as it said on Friday. Then I get an email asking me for the damaged baggage report provided by KLM, so KLM is asking me to give them a report they were supposed to provide but didn't because they initially lost my luggage and then sent it to me via courier. I couldn't report it at the airport desk because I did not arrive at the airport with my luggage. I am not claiming compensation for a R20,000 Thule bag. It is simply to get a suitcase that KLM would allow on their flights - because what they delivered back to me is not something they would accept as baggage at their luggage desk. Luckily, I did not pack any valuable or fragile items in that bag. Other people on the same flight were not so lucky - with one woman who arrived with me finding her luggage left behind with prescription medication she needed in it. It was 11pm on a Saturday night. How was she supposed to get more? The man at the desk couldn't have cared less about my luggage or hers. As for the last six months, they couldn't have cared less about what I can only imagine was malicious damage. There is no way a suitcase gets crushed like that accidentally - unless it literally got stuck in an aeroplane door. Ref: [C-***2]
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Emma A
1 reviews | Active since Feb 2019
23 Mar 2026, 15:56
KLM destroys suitcase and no resolution six months later
My baggage was left behind when I flew from Amsterdam to Cape Town in September last year. I was informed when I arrived in Cape Town that my baggage was not in Cape Town. I filled in a form at the airport and two days' later my baggage was delivered to me - the suitcase utterly crushed. All three handles had been broken off and as a result there were sharp bits of metal and plastic sticking out. The courier company that delivered it took photos of the damage and said they would send it to KLM. I logged a damaged baggage report the same day. Over the past six months, I have received multiple emails from KLM asking for information I have already provided Then eventually, six months later, I was told the claim was resolved, and I would be paid out. However, no payment came, and now the website says it is "under review" again - not resolved as it said on Friday. Then I get an email asking me for the damaged baggage report provided by KLM, so KLM is asking me to give them a report they were supposed to provide but didn't because they initially lost my luggage and then sent it to me via courier. I couldn't report it at the airport desk because I did not arrive at the airport with my luggage. I am not claiming compensation for a R20,000 Thule bag. It is simply to get a suitcase that KLM would allow on their flights - because what they delivered back to me is not something they would accept as baggage at their luggage desk. Luckily, I did not pack any valuable or fragile items in that bag. Other people on the same flight were not so lucky - with one woman who arrived with me finding her luggage left behind with prescription medication she needed in it. It was 11pm on a Saturday night. How was she supposed to get more? The man at the desk couldn't have cared less about my luggage or hers. As for the last six months, they couldn't have cared less about what I can only imagine was malicious damage. There is no way a suitcase gets crushed like that accidentally - unless it literally got stuck in an aeroplane door. Ref: [C-***2]
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Replies (0)cH
charice H
1 reviews | Active since Aug 2016
29 Dec 2025, 08:38
Missing luggage eith no hope of KLM staff assisting client.
Missing Luggage since 19Dec 25. Now 29th Dec 25 and still not found. No one can give me answers. Keep fobbing off where the luggage is. Spending hours trying to reach staff. Client has no belongings. This is a joke!
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charice H
1 reviews | Active since Aug 2016
29 Dec 2025, 08:38
Missing luggage eith no hope of KLM staff assisting client.
Missing Luggage since 19Dec 25. Now 29th Dec 25 and still not found. No one can give me answers. Keep fobbing off where the luggage is. Spending hours trying to reach staff. Client has no belongings. This is a joke!
0
Replies (0)SF
Shawn F
1 reviews | Active since Oct 2015
22 Dec 2025, 18:46
Avoid KLM
I booked a return flight with KLM from Johannesburg to Mexico through Schiphol airport in Amsterdam. I confirmed before my travels that I did not require a transit visa. My flights to Mexico went according to plan, but my return flight from Mexico was cancelled by KLM due to "technical difficulties". My flight was automatically rebooked by KLM without consulting with me. I was rebooked through Madrid, Spain. When I arrived in Madrid, I was told that I could not proceed to my departure terminal and I was detained in the international transit area until a senior immigration official was available to assess my situation. The immigration official explained to me that I cannot transit through 2 Schengen countries without a visa. I was not aware of this fact and KLM did not consider this when rebooking my flight and changing my original route. My original route was Mexico > Amsterdam > Johhannesburg, and I was not supposed to go through Spain. I was given only one option by immigration and that was to return to South Africa without transiting through a second Schengen country. I could not continue to Amsterdam and then Johannesburg as re-booked by KLM. I had to rebook new air tickets with Turkish Airlines and return to Johannesburg via Istanbul. I had to spend 12 hours in the international transit area at Madrid airport and another 12 hours at Istanbul airport. My original booking was business class, but I had to fly back economy class, since there were no business class tickets available. I could not claim my baggage at Madrid and check it in for my new flight, since I could not leave the transit area. I reached out to KLM and was repeatedly told to contact the transfer desk or check in counter. I had to explain numerous times that these options were not available to me in the area that I was confined to. As a result, my luggage was missing from 30 November to 11 December. I had a reservation at Mercure Hotel Schiphol Terminal for 28 November 2025 and was charged a no-show fee, which was the full booking price. I also had to book a new hotel at Istanbul airport for 29 November 2025. Both hotels are situated inside the international transit area. I filed a compensation claim with KLM and received the following formal reply: "The European Court of Justice has ruled that “two or more directly connecting flights booked as a single unit and subject of a single reservation must be considered as a single flight for the purpose of determining any entitlement to compensation under EC Regulation 261/2004.” Therefore, the right to compensation under EC Regulation 261/2004 does not apply to your case."
Helpful (0)
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Shawn F
1 reviews | Active since Oct 2015
22 Dec 2025, 18:46
Avoid KLM
I booked a return flight with KLM from Johannesburg to Mexico through Schiphol airport in Amsterdam. I confirmed before my travels that I did not require a transit visa. My flights to Mexico went according to plan, but my return flight from Mexico was cancelled by KLM due to "technical difficulties". My flight was automatically rebooked by KLM without consulting with me. I was rebooked through Madrid, Spain. When I arrived in Madrid, I was told that I could not proceed to my departure terminal and I was detained in the international transit area until a senior immigration official was available to assess my situation. The immigration official explained to me that I cannot transit through 2 Schengen countries without a visa. I was not aware of this fact and KLM did not consider this when rebooking my flight and changing my original route. My original route was Mexico > Amsterdam > Johhannesburg, and I was not supposed to go through Spain. I was given only one option by immigration and that was to return to South Africa without transiting through a second Schengen country. I could not continue to Amsterdam and then Johannesburg as re-booked by KLM. I had to rebook new air tickets with Turkish Airlines and return to Johannesburg via Istanbul. I had to spend 12 hours in the international transit area at Madrid airport and another 12 hours at Istanbul airport. My original booking was business class, but I had to fly back economy class, since there were no business class tickets available. I could not claim my baggage at Madrid and check it in for my new flight, since I could not leave the transit area. I reached out to KLM and was repeatedly told to contact the transfer desk or check in counter. I had to explain numerous times that these options were not available to me in the area that I was confined to. As a result, my luggage was missing from 30 November to 11 December. I had a reservation at Mercure Hotel Schiphol Terminal for 28 November 2025 and was charged a no-show fee, which was the full booking price. I also had to book a new hotel at Istanbul airport for 29 November 2025. Both hotels are situated inside the international transit area. I filed a compensation claim with KLM and received the following formal reply: "The European Court of Justice has ruled that “two or more directly connecting flights booked as a single unit and subject of a single reservation must be considered as a single flight for the purpose of determining any entitlement to compensation under EC Regulation 261/2004.” Therefore, the right to compensation under EC Regulation 261/2004 does not apply to your case."
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Replies (0)MM
Mary M
1 reviews | Active since Apr 2015
22 Dec 2025, 15:17
Delayed baggage
Terrible! My baggage was left Schipol. I flew KLM from AMS to JNB. No baggage was loaded. I have been trying for 2 days to get hold of SOMEONE or ANYONE to give me feedback on status of my bag.....cannot get hold of ANYONE!!! Literally on the call waiting for someone to pick up the call. After 45min of waiting, I gave up. This happened on MULTIPLE occasions! Still no feedback or response! I have no idea where my luggage is. Terrible!!
Helpful (0)
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Mary M
1 reviews | Active since Apr 2015
22 Dec 2025, 15:17
Delayed baggage
Terrible! My baggage was left Schipol. I flew KLM from AMS to JNB. No baggage was loaded. I have been trying for 2 days to get hold of SOMEONE or ANYONE to give me feedback on status of my bag.....cannot get hold of ANYONE!!! Literally on the call waiting for someone to pick up the call. After 45min of waiting, I gave up. This happened on MULTIPLE occasions! Still no feedback or response! I have no idea where my luggage is. Terrible!!
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Replies (0)BS
Bontle S
1 reviews | Active since Dec 2025
18 Dec 2025, 01:47
Outstanding Refund Claim Submitted in September
My travel experience with KLM has been extremely disappointing and financially stressful. Due to issues caused by the airline, my trip was effectively ruined, and I was forced to incur additional costs that I should not be responsible for. I submitted a formal refund claim in September, yet months later I am still waiting for a resolution. Despite following up multiple times, I have received little to no communication, no clear timelines, and no meaningful assistance. What makes this even more frustrating is that I am aware of other passengers who experienced similar issues and have already been refunded, some of whom travelled after I did and submitted their claims later than mine. This prolonged delay has caused unnecessary stress and has left me out of pocket for a situation that was not of my making. Customers should not have to continuously chase an airline for months to receive a refund they are rightfully owed. I am requesting: • A clear update on the status of my refund • A confirmed timeline for payment • Resolution of this matter as a matter of urgency I hope KLM will take accountability and resolve this matter.
Helpful (0)
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Bontle S
1 reviews | Active since Dec 2025
18 Dec 2025, 01:47
Outstanding Refund Claim Submitted in September
My travel experience with KLM has been extremely disappointing and financially stressful. Due to issues caused by the airline, my trip was effectively ruined, and I was forced to incur additional costs that I should not be responsible for. I submitted a formal refund claim in September, yet months later I am still waiting for a resolution. Despite following up multiple times, I have received little to no communication, no clear timelines, and no meaningful assistance. What makes this even more frustrating is that I am aware of other passengers who experienced similar issues and have already been refunded, some of whom travelled after I did and submitted their claims later than mine. This prolonged delay has caused unnecessary stress and has left me out of pocket for a situation that was not of my making. Customers should not have to continuously chase an airline for months to receive a refund they are rightfully owed. I am requesting: • A clear update on the status of my refund • A confirmed timeline for payment • Resolution of this matter as a matter of urgency I hope KLM will take accountability and resolve this matter.
0
Replies (0)JO
Jake O
1 reviews | Active since Sept 2025
27 Sept 2025, 16:46
KLM - SPLIT our family - SHATTERED dream holiday
Extremely disappointed by the cancelation of our dream family holiday for 4. And then the lack of refund/vouchers even after DOZENS of attempts to email and/or phone. The original booking reference was SMW4EB. Eventually, after about 18 months of requests & pleading , they sent ONLY TWO voucher codes , NOT the 4 that we originally purchased. This means that our dream family holiday with our 2 teenage children turned into a short trip for only mom and son, while dad and daughter waved goodbye at the airport. Thanks KLM for splitting up our family.
Helpful (0)
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Jake O
1 reviews | Active since Sept 2025
27 Sept 2025, 16:46
KLM - SPLIT our family - SHATTERED dream holiday
Extremely disappointed by the cancelation of our dream family holiday for 4. And then the lack of refund/vouchers even after DOZENS of attempts to email and/or phone. The original booking reference was SMW4EB. Eventually, after about 18 months of requests & pleading , they sent ONLY TWO voucher codes , NOT the 4 that we originally purchased. This means that our dream family holiday with our 2 teenage children turned into a short trip for only mom and son, while dad and daughter waved goodbye at the airport. Thanks KLM for splitting up our family.
0
Replies (0)MW
Mari W
1 reviews | Active since Feb 2023
15 Sept 2025, 12:45
Horrible Services
We have had horrible service with KLM regarding a claim back from our suitcases that was not put on a flight - we had to buy very few clothing items ( which they said we need to get) Now that we are putting in the claim - they have had excuse after excuse for the past 4 Months. we have sent all documentation numerous times and every time they say we need to send it again or send us to another department - that we have sent it to. It is definitely an excuse and postponement of paying us back. Terrible service and not owning up to your mistakes. Will never fly with them again
Helpful (0)
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Mari W
1 reviews | Active since Feb 2023
15 Sept 2025, 12:45
Horrible Services
We have had horrible service with KLM regarding a claim back from our suitcases that was not put on a flight - we had to buy very few clothing items ( which they said we need to get) Now that we are putting in the claim - they have had excuse after excuse for the past 4 Months. we have sent all documentation numerous times and every time they say we need to send it again or send us to another department - that we have sent it to. It is definitely an excuse and postponement of paying us back. Terrible service and not owning up to your mistakes. Will never fly with them again
0
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