5

My wife and I recently flew with KLM and the experience was disappointing in several ways. I would like to give some feedback but I cannot find how to do so in their website. I am forced to select one of a few specific options and I cannot find a general feedback option. There is a phone number but I fear that could be very time consuming. I was hoping for an email or web feedback option.

Additional detail:

I have logged into my Flying Blue account and entered my booking details. I have tried every option that I can find for feedback but all bring me to the same page which has a choice of just a few specific options. I have also tried web searches but they also bring me back to the same page.

We flew from the the UK to Warsaw via Amsterdam and back.

Update - 3 weeks later

As suggested, I started a conversation in WhatsApp. I battled with a bot for a while and then let the conversation hang.

After getting no response from WhatsApp for 3 weeks, I posted a reminder. I was surprised that, a few minutes later, a real human being called me. She was polite and friendly but did a poor job of promoting her company. She could give no example of how it was better than a cheap carrier such as Ryan Air.

So, if you are persistent enough, you can talk to a real human but there may be no value in doing so.

6
  • 10
    Sorry to say, but chances are high that they don't care. Even if you found a method to contact them, unless you are legally entitled to some kind of compensation, your complaint will most likely not result in anything more than a boilerplate response. Commented Mar 15 at 9:52
  • 1
    Yeah, I expected that but I thought that I could manage an email or web form. As I said, I could not manage the effort of a phone call.
    – badjohn
    Commented Mar 15 at 10:12
  • 2
    I suspect that everyone who receives it will react: that's not my area.
    – badjohn
    Commented Mar 15 at 14:33
  • 11
    It's probably a clear message that they don't want your feedback if there's no feedback button.
    – DonQuiKong
    Commented Mar 15 at 17:42
  • 3
    We live in a strange world where writing some tirade on Twitter (oh, my bad, X, of course), and tagging KLM, may get you some actual attention from them.
    – tevemadar
    Commented Mar 16 at 17:57

5 Answers 5

7

You can always send them a physical letter. Their official address is:

KLM Royal Dutch Airlines

P.O. Box 7700

1117 ZL Schiphol

The Netherlands

I'd estimate any email feedback (if you can eventually find an email to send it to) will have a 0.01% chance of being acted on. Letters might actually be more effective in that regard, I'd give it a 0.05% chance of something being done in response, assuming the letter is sufficiently detailed and actionable.

2
  • 2
    I had considered that. I can't decide whether it is worth the effort. I am probably dreaming of a golden age when companies were interested in what their customers thought.
    – badjohn
    Commented Mar 15 at 18:45
  • 5
    @badjohn the problem is that most customer feedback is trash and not worth responding to. You might have a legitimately good piece of feedback but I'd estimate 99% of all incoming complaints can be sent to /dev/null without impacting the company's profits.
    – JonathanReez
    Commented Mar 15 at 18:50
6

I contacted them through WhatsApp (+31206490787), at first a bot replied, then a human took over. I requested the customer servicer email address, and this was their response:

WA response

Unfortunately, Customer Care department do not have an email address. You can only reach them by filing your complaint via the link provided on my previous message. 14:23

So it seems that you are stuck with their form with the limited options. Just pick a random topic and then write your complaint, that's the best you can do.

2
  • 3
    I am going through that now. I started a chat in WhatsApp and eventually got a human. Well, it claims to be a human but it was not entirely convincing. The latest message is: "However, I cannot guarantee that this conversation will be handled right away. I hope for your understanding."
    – badjohn
    Commented Mar 15 at 11:38
  • I was also pointed back to the page in the website that I had found myself. I insisted on a human response.
    – badjohn
    Commented Mar 15 at 11:39
3

Their contact pages say:

You can send a compliment or give your opinion on the services offered by KLM by using the form on our complaint page.

You have to log in to see the actual form.

6
  • 1
    I have logged in and gone to that page but I am forced to select one of a few specific issues. One option is lost baggage, which was part of the bad experience, but it assumes that the bag is still lost which it is not.
    – badjohn
    Commented Mar 15 at 9:04
  • I tried several different routes through the site and general searches but I kept coming back to that same page.
    – badjohn
    Commented Mar 15 at 9:04
  • 1
    OK fair enough. I registered to take a look but I can't see the form because I don't have an actual flight booking.
    – Rup
    Commented Mar 15 at 9:15
  • 1
    They do reply to questions on Twitter too. In this tweet yesterday they gave other contact options for WhatsApp and Facebook Messenger too.
    – Rup
    Commented Mar 15 at 9:16
  • 1
    Fair enough, hopefully you can see the WhatsApp and Facebook messenger links without having to sign up if either of those work instead, (I'm slightly uncomfortable about repeating them here directly, as they're not on the KLM website as far as I can see, but they are public links I suppose)
    – Rup
    Commented Mar 15 at 9:37
1

My wife and I recently flew with KLM and the experience was disappointing in several ways. I would like to give some feedback but I cannot find how to do so in their website.

Sorry to be blunt or cynical, but you're probably wasting your time. Air France-KLM is a major international publicly traded corporation. Their job is to keep shareholders happy, not to keep travellers any happier than necessary to remain commercially successful. They don't care if you had a disappointing experience, unless:

  1. It was so bad that if it goes public and you have strong evidence, it would hurt their image and thus possibly their profits, or
  2. They acted illegally, and could be held liable for €€€ unless they settle with you.

If you believe your experience meets either (or both), you can contact them using one of the ways suggested in the other answers. If it meets (2), you could also contact a customer/traveller rights organisation to ask if they would be interested in helping you to put pressure on the airline. If it was just one of the usual annoying-but-common ways in which airlines treat travellers, then let it go.

2
  • Yeah, I am not going to waste much time on this which is why I did not even try the phone number. I had hoped that an email or web form would have been available to have a go with less effort.
    – badjohn
    Commented Mar 15 at 12:51
  • 3
    Airlines regularly hand out frequent flyer miles for complaints, depending on what the issue was and your frequent flyer status.
    – user71659
    Commented Mar 15 at 18:00
0

There are so many ways to contact them both publicly or privately. For public comment, use social media platforms like on their Twitter(X) or instagram. The benefit in this would that other people would be aware about the possible situation that could happen with anyone. For private correspondence, you could call or email them or use one of the following links (whichever suits you) to give them a feedback.

https://www.klm.no/en/contact/refund-compensation/complaint

https://www.klm.no/en/contact/refund-compensation/suggestion

In the statement that you would write in the above form, you could mention your contact details if you want them to contact you.

8
  • 5
    or email them, What's the email address? Commented Mar 15 at 11:23
  • We might answer you better if you mention your region. Otherwise ypu can use this email address [email protected] Commented Mar 15 at 11:27
  • By "We" I mean the community members, who want to help you but might now due to incomplete knowledge. Also KLM has its business worldwide and one region might not service complains from another region. Commented Mar 15 at 11:33
  • 2
    @badjohn The email address does not work, i got a "undelivered" response. Commented Mar 16 at 14:11
  • 1
    After a day, I have had no further response in my WhatsApp conversation.
    – badjohn
    Commented Mar 16 at 15:27

You must log in to answer this question.

Not the answer you're looking for? Browse other questions tagged .