KR
KLM Royal Dutch Airlines
Unclaimed Business
KR
KLM Royal Dutch Airlines
Unclaimed Business
15 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, KLM Royal Dutch Airlines receives overwhelmingly negative feedback from South African travellers. Lost and delayed luggage is the most prominent complaint, with multiple passengers waiting days without belongings or chronic medication. Refund and compensation claims are described as frustratingly slow, with months of follow-up yielding no resolution. Several customers report being rebooked through Schengen transit routes requiring visas KLM failed to account for, causing detention and significant additional expenses. Customer service channels are widely criticised as unreachable, unhelpful, and reliant on automated systems. Rare positive experiences praise comfortable seating, friendly crew, and punctual flights.
Performance(last 12 months):
TrustIndex
0
Ranking
#9
in Travel & Vacation
NPS Score
-67
Recommended: Unlikely
Review Distribution
1.6|15 Reviews
May '25 - Apr '26
5(6.7%)
4(6.7%)
3(6.7%)
2(0%)
1(80%)
5(6.7%)
4(6.7%)
3(6.7%)
2(0%)
1(80%)
Frequently Asked Questions About KLM Royal Dutch Airlines
Based on recent customer reviews, KLM Royal Dutch Airlines receives overwhelmingly negative feedback from South African travellers. Lost and delayed luggage is the most prominent complaint, with multiple passengers waiting days without belongings or chronic medication. Refund and compensation claims are described as frustratingly slow, with months of follow-up yielding no resolution. Several customers report being rebooked through Schengen transit routes requiring visas KLM failed to account for, causing detention and significant additional expenses. Customer service channels are widely criticised as unreachable, unhelpful, and reliant on automated systems. Rare positive experiences praise comfortable seating, friendly crew, and punctual flights.
KLM Royal Dutch Airlines has a TrustIndex of 0 out of 10 on Hellopeter, based on 15 reviews in the last 12 months. Hellopeter has tracked KLM Royal Dutch Airlines across 182 total reviews. How is the TrustIndex calculated? →
Recent reviews (15)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencecH
charice H
1 reviews | Active since Jan 2020
29 Dec 2025, 06:38
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!
Helpful (0)
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charice H
1 reviews | Active since Jan 2020
29 Dec 2025, 06:38
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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Replies (0)SF
Shawn F
1 reviews | Active since Jan 2020
22 Dec 2025, 16:46
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)
|Replies (0)SF
Shawn F
1 reviews | Active since Jan 2020
22 Dec 2025, 16:46
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 Jan 2020
22 Dec 2025, 13:17
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)
|Replies (0)MM
Mary M
1 reviews | Active since Jan 2020
22 Dec 2025, 13:17
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 Jan 2020
17 Dec 2025, 23:47
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)
|Replies (0)BS
Bontle S
1 reviews | Active since Jan 2020
17 Dec 2025, 23:47
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.
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Replies (0)JO
Jake O
1 reviews | Active since Jan 2020
27 Sept 2025, 14:46
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)
|Replies (0)JO
Jake O
1 reviews | Active since Jan 2020
27 Sept 2025, 14:46
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.
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Replies (0)MW
Mari W
1 reviews | Active since Jan 2020
15 Sept 2025, 10:45
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)
|Replies (0)MW
Mari W
1 reviews | Active since Jan 2020
15 Sept 2025, 10:45
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
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Replies (0)DW
Daniel W
1 reviews | Active since Jan 2020
24 Aug 2025, 06:52
Do not fly KLM if you want to claim miles.
If you want to claim miles for travel becaise you travel frequently - fly with someone else - because its basically impossible to claim miles. I have been trying for almost 3 months now and all I get is automated systems popping up with meesages with “Technical error” alerts. There is a way to claim miles by sending them coppies of your boarding pass and e-ticket, but who keeps these - this was chucked the moment I landed, cause their database has the information of me travling.
Helpful (0)
|Replies (0)DW
Daniel W
1 reviews | Active since Jan 2020
24 Aug 2025, 06:52
Do not fly KLM if you want to claim miles.
If you want to claim miles for travel becaise you travel frequently - fly with someone else - because its basically impossible to claim miles. I have been trying for almost 3 months now and all I get is automated systems popping up with meesages with “Technical error” alerts. There is a way to claim miles by sending them coppies of your boarding pass and e-ticket, but who keeps these - this was chucked the moment I landed, cause their database has the information of me travling.
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Replies (0)TC
Tony C
1 reviews | Active since Jan 2020
18 Aug 2025, 14:18
Baggage damaged by KLM Airlines - NO replacement or credit
Baggage damaged by KLM Airline. Reported it at the airport and online. Have the proof. After 1,5 months I'm still waiting for a refund or replacement although a week to resolve was promised. Called helpline - they put the phone down on me. This Airline DOES NOT CARE about passengers luggage!!
Helpful (0)
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Tony C
1 reviews | Active since Jan 2020
18 Aug 2025, 14:18
Baggage damaged by KLM Airlines - NO replacement or credit
Baggage damaged by KLM Airline. Reported it at the airport and online. Have the proof. After 1,5 months I'm still waiting for a refund or replacement although a week to resolve was promised. Called helpline - they put the phone down on me. This Airline DOES NOT CARE about passengers luggage!!
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Replies (0)