AMS security delay, missed flight. Advice please
Discussion
I'm not normally one to jump on the 'compo' wagon but the events of Tuesday were a bit beyond a joke and I'm just seeking advice from more frequent travellers of the best way to get my costs addressed.
There is more to this story (I could write a book!) but the brief summary is this:
1) KLM Flight from JRO to AMS landed on time.
2) I had approx. 1hr10 to make connecting KLM flight to NCL.
3) Security queue to enter departure lounge approx 1.5 hours long (why was there even a security queue at all? I did that in JRO). I missed my connecting flight whilst still stood in queue. Was pissed off but relaxed as there were 3 more flights that day.
4) Once through security, I checked the booking online. Message saying, sorry you missed your flight due to security queues, we have not been able to rebook you on an alternative flight. Contact customer services.
5) Could not find customer services in dept lounge (turns out they are there somewhere but not signposted, huge queue anyway). Tried the whatsapp chat option. No human response after 10 mins or so so I tried calling KLM instead. Long time on hold then at least 30 mins on the phone to be told there were no spaces on flights to NCL for the next 3 days (that's 11 flights!). Was told there may be business class spaces but they could not sort that over the phone (sounds total BS) and that I would need to go to check in area and ask there.
6) Went through immigration and found KLM customer services in check in area. Queued for an hour to be seen. Eventually got to a desk with two guys on it. One helpful and apologetic, the other a total t
t who was intent on finding a reason why this might be all my fault. They told me there was space on the next flight but I wouldn't clear security in time. Why could the phone operator not put me on that f'ing flight then!?).
7) was offered to go on stand by list for the last two flights that day but could only be on list for one at a time and absolutely no guarantee so I'd need to sit around the airport all day in hope.
8) Was then offered a flight the next morning which I took but only after a 'cheery', we aren't paying for your hotel message.
9) Got back home 24 hours late in the end.
I'm still furious about this now, not especially that I was delayed (it happens) but more just the utter shoulder shrugging and then contempt with which I was treated. I don't honestly know that I remember worse customer service anywhere!
It has cost me a full day of work (I contract on a day rate, it's a set amount). It has cost me a hotel and train fares in Amsterdam and it cost me another full day of airport parking. I would like to get those back but more than that I genuinely just want an apology from KLM for treating me (and no doubt many others) like total st.
Anyway, rant over, what is my best course of action here?
There is more to this story (I could write a book!) but the brief summary is this:
1) KLM Flight from JRO to AMS landed on time.
2) I had approx. 1hr10 to make connecting KLM flight to NCL.
3) Security queue to enter departure lounge approx 1.5 hours long (why was there even a security queue at all? I did that in JRO). I missed my connecting flight whilst still stood in queue. Was pissed off but relaxed as there were 3 more flights that day.
4) Once through security, I checked the booking online. Message saying, sorry you missed your flight due to security queues, we have not been able to rebook you on an alternative flight. Contact customer services.
5) Could not find customer services in dept lounge (turns out they are there somewhere but not signposted, huge queue anyway). Tried the whatsapp chat option. No human response after 10 mins or so so I tried calling KLM instead. Long time on hold then at least 30 mins on the phone to be told there were no spaces on flights to NCL for the next 3 days (that's 11 flights!). Was told there may be business class spaces but they could not sort that over the phone (sounds total BS) and that I would need to go to check in area and ask there.
6) Went through immigration and found KLM customer services in check in area. Queued for an hour to be seen. Eventually got to a desk with two guys on it. One helpful and apologetic, the other a total t
t who was intent on finding a reason why this might be all my fault. They told me there was space on the next flight but I wouldn't clear security in time. Why could the phone operator not put me on that f'ing flight then!?). 7) was offered to go on stand by list for the last two flights that day but could only be on list for one at a time and absolutely no guarantee so I'd need to sit around the airport all day in hope.
8) Was then offered a flight the next morning which I took but only after a 'cheery', we aren't paying for your hotel message.
9) Got back home 24 hours late in the end.
I'm still furious about this now, not especially that I was delayed (it happens) but more just the utter shoulder shrugging and then contempt with which I was treated. I don't honestly know that I remember worse customer service anywhere!
It has cost me a full day of work (I contract on a day rate, it's a set amount). It has cost me a hotel and train fares in Amsterdam and it cost me another full day of airport parking. I would like to get those back but more than that I genuinely just want an apology from KLM for treating me (and no doubt many others) like total s
t. Anyway, rant over, what is my best course of action here?
I can't help with this but I've had similar experiences with KLM and refuse to fly with them or go via Amsterdam now.
My outbound flight to AMS was delayed which meant a long run across the airport to get my next flight, I asked if my bags would make it as I boarded only to be told no, and that is the risk of flying.... Got to LA, no bags, no information, continuous calls to KLM automated service with zero information. Ended up having to buy some clothes, toiletries and went back to LAX after 2 days, ridiculously I saw a large pile of luggage just sat there and spotted our cases, picked them out, walked out of the airport unchallenged.
Second time I'd been in a meeting in Amsterdam and I was literally on the plane ready to head back to Manchester and the flight was cancelled, because it was a day trip I literally had my laptop wandered around the airport for a good hour trying to find what to do/where to go, I think they assumed everyone would go to the carousel and collect their luggage. Queued for a few hours to try and get another flight, no joy and had to stay the night, then fly from AMS to CDG then to MAN the next day. No mention of hotel, just a free phone card and some clean socks!!!
Got the OH to sort a hotel while I was going through all of this and jumped in a taxi to the airport hotel, even the taxi driver wasn't happy having to drive me a mile or two.
My outbound flight to AMS was delayed which meant a long run across the airport to get my next flight, I asked if my bags would make it as I boarded only to be told no, and that is the risk of flying.... Got to LA, no bags, no information, continuous calls to KLM automated service with zero information. Ended up having to buy some clothes, toiletries and went back to LAX after 2 days, ridiculously I saw a large pile of luggage just sat there and spotted our cases, picked them out, walked out of the airport unchallenged.
Second time I'd been in a meeting in Amsterdam and I was literally on the plane ready to head back to Manchester and the flight was cancelled, because it was a day trip I literally had my laptop wandered around the airport for a good hour trying to find what to do/where to go, I think they assumed everyone would go to the carousel and collect their luggage. Queued for a few hours to try and get another flight, no joy and had to stay the night, then fly from AMS to CDG then to MAN the next day. No mention of hotel, just a free phone card and some clean socks!!!
Got the OH to sort a hotel while I was going through all of this and jumped in a taxi to the airport hotel, even the taxi driver wasn't happy having to drive me a mile or two.
Ring your travel insurance provider I guess, KLM have made it clear where they stand on the issue. AMS appears to be a total stshow at the moment, time for them to reopen their compensation scheme if they’re still making people wait for north of an hour at security, that’s just ridiculous.
tshow at the moment, time for them to reopen their compensation scheme if they’re still making people wait for north of an hour at security, that’s just ridiculous.Cheers both. I think one of the issues I'll face with chasing KLM is that they will claim it is the responsibility of the airport, not the flight provider. The fact that the aiport is also operated by KLM seems to be irrelevant in the complaints procedure.
It sounds like I might be best going down insurance route but it pisses me off so much that KLM could get away with stuff like this.
I too will now avoid KLM and AMS like the plague but so many flights connect through there that it is going to be tricky.
It sounds like I might be best going down insurance route but it pisses me off so much that KLM could get away with stuff like this.
I too will now avoid KLM and AMS like the plague but so many flights connect through there that it is going to be tricky.
KLM don't own or operate the airport, that is by Royal Schiphol Group which is majority owned by the Dutch Ministry of Finance.
Not meaning to be pedantic, just that they can blame the operator and refer you to insurance for claiming any costs incurred.
KLM might be vying with BA for worst airline, but they do have a very active social media presence so maybe routing your complaint via there may return a quick response.
Schiphol has been a stty mess since the 'renovations'. Think I've been very lucky when I've transited through recently. As a flag carrier's national hub there's no excuse for it really.
Not meaning to be pedantic, just that they can blame the operator and refer you to insurance for claiming any costs incurred.
KLM might be vying with BA for worst airline, but they do have a very active social media presence so maybe routing your complaint via there may return a quick response.
Schiphol has been a s
tty mess since the 'renovations'. Think I've been very lucky when I've transited through recently. As a flag carrier's national hub there's no excuse for it really.I've recently had the same experience with KLM at Schipol - your write up had me smirking in agreement as I read along.
I missed a flight due to (4 hour) security queues - we were literally queueing outside the terminal. Then I had the text to tell me they can't rebook me and to visit the KLM customer service desk at Schipol, another massive queue but to be fair, pleasant staff who were getting bombarded but remained fairly professional.
In the end they could only get me to a different city, 2 hours drive from the one I wanted to be in and I couldn't go there until the following day, and they wouldn't pay for my hotel.
Probably cost me >500GBP all in with hotels, taxis, missed food etc... and upon trying to claim this, I spent a month trying to speak to someone at KLM, vioa whatsapp, facabook messenger, phone and email. Eventually i got a random e-mail and was told that my troubles were not KLMs fault and therefor I should chase Schipol for my expenses, or use my travel insurance. Schipol said it's KLMs responsibility. Basically.. you(and I) are fked and won't see a penny.
I now realise that KLM are a faceless, poorly managed and company who are not interested in customer service or taking any responsibility for the state they are currently in. Schipol are just as bad - they still seem to be suffering after sacking a load of staff during covid, hence the ridiculous queues at security and subsequent chaos.
I've been traveling from the UK to Germany alot this year and now avoid any flights through Amsterdam, it's not worth it.
I missed a flight due to (4 hour) security queues - we were literally queueing outside the terminal. Then I had the text to tell me they can't rebook me and to visit the KLM customer service desk at Schipol, another massive queue but to be fair, pleasant staff who were getting bombarded but remained fairly professional.
In the end they could only get me to a different city, 2 hours drive from the one I wanted to be in and I couldn't go there until the following day, and they wouldn't pay for my hotel.
Probably cost me >500GBP all in with hotels, taxis, missed food etc... and upon trying to claim this, I spent a month trying to speak to someone at KLM, vioa whatsapp, facabook messenger, phone and email. Eventually i got a random e-mail and was told that my troubles were not KLMs fault and therefor I should chase Schipol for my expenses, or use my travel insurance. Schipol said it's KLMs responsibility. Basically.. you(and I) are f
ked and won't see a penny.I now realise that KLM are a faceless, poorly managed and company who are not interested in customer service or taking any responsibility for the state they are currently in. Schipol are just as bad - they still seem to be suffering after sacking a load of staff during covid, hence the ridiculous queues at security and subsequent chaos.
I've been traveling from the UK to Germany alot this year and now avoid any flights through Amsterdam, it's not worth it.
Gad-Westy said:
I'm not normally one to jump on the 'compo' wagon but the events of Tuesday were a bit beyond a joke and I'm just seeking advice from more frequent travellers of the best way to get my costs addressed.
There is more to this story (I could write a book!) but the brief summary is this:
1) KLM Flight from JRO to AMS landed on time.
2) I had approx. 1hr10 to make connecting KLM flight to NCL.
3) Security queue to enter departure lounge approx 1.5 hours long (why was there even a security queue at all? I did that in JRO). I missed my connecting flight whilst still stood in queue. Was pissed off but relaxed as there were 3 more flights that day.
4) Once through security, I checked the booking online. Message saying, sorry you missed your flight due to security queues, we have not been able to rebook you on an alternative flight. Contact customer services.
5) Could not find customer services in dept lounge (turns out they are there somewhere but not signposted, huge queue anyway). Tried the whatsapp chat option. No human response after 10 mins or so so I tried calling KLM instead. Long time on hold then at least 30 mins on the phone to be told there were no spaces on flights to NCL for the next 3 days (that's 11 flights!). Was told there may be business class spaces but they could not sort that over the phone (sounds total BS) and that I would need to go to check in area and ask there.
6) Went through immigration and found KLM customer services in check in area. Queued for an hour to be seen. Eventually got to a desk with two guys on it. One helpful and apologetic, the other a total tt who was intent on finding a reason why this might be all my fault. They told me there was space on the next flight but I wouldn't clear security in time. Why could the phone operator not put me on that f'ing flight then!?).
7) was offered to go on stand by list for the last two flights that day but could only be on list for one at a time and absolutely no guarantee so I'd need to sit around the airport all day in hope.
8) Was then offered a flight the next morning which I took but only after a 'cheery', we aren't paying for your hotel message.
9) Got back home 24 hours late in the end.
I'm still furious about this now, not especially that I was delayed (it happens) but more just the utter shoulder shrugging and then contempt with which I was treated. I don't honestly know that I remember worse customer service anywhere!
It has cost me a full day of work (I contract on a day rate, it's a set amount). It has cost me a hotel and train fares in Amsterdam and it cost me another full day of airport parking. I would like to get those back but more than that I genuinely just want an apology from KLM for treating me (and no doubt many others) like total st.
Anyway, rant over, what is my best course of action here?
Worst 'I've just been to Tanzania' post ever. There is more to this story (I could write a book!) but the brief summary is this:
1) KLM Flight from JRO to AMS landed on time.
2) I had approx. 1hr10 to make connecting KLM flight to NCL.
3) Security queue to enter departure lounge approx 1.5 hours long (why was there even a security queue at all? I did that in JRO). I missed my connecting flight whilst still stood in queue. Was pissed off but relaxed as there were 3 more flights that day.
4) Once through security, I checked the booking online. Message saying, sorry you missed your flight due to security queues, we have not been able to rebook you on an alternative flight. Contact customer services.
5) Could not find customer services in dept lounge (turns out they are there somewhere but not signposted, huge queue anyway). Tried the whatsapp chat option. No human response after 10 mins or so so I tried calling KLM instead. Long time on hold then at least 30 mins on the phone to be told there were no spaces on flights to NCL for the next 3 days (that's 11 flights!). Was told there may be business class spaces but they could not sort that over the phone (sounds total BS) and that I would need to go to check in area and ask there.
6) Went through immigration and found KLM customer services in check in area. Queued for an hour to be seen. Eventually got to a desk with two guys on it. One helpful and apologetic, the other a total t
t who was intent on finding a reason why this might be all my fault. They told me there was space on the next flight but I wouldn't clear security in time. Why could the phone operator not put me on that f'ing flight then!?). 7) was offered to go on stand by list for the last two flights that day but could only be on list for one at a time and absolutely no guarantee so I'd need to sit around the airport all day in hope.
8) Was then offered a flight the next morning which I took but only after a 'cheery', we aren't paying for your hotel message.
9) Got back home 24 hours late in the end.
I'm still furious about this now, not especially that I was delayed (it happens) but more just the utter shoulder shrugging and then contempt with which I was treated. I don't honestly know that I remember worse customer service anywhere!
It has cost me a full day of work (I contract on a day rate, it's a set amount). It has cost me a hotel and train fares in Amsterdam and it cost me another full day of airport parking. I would like to get those back but more than that I genuinely just want an apology from KLM for treating me (and no doubt many others) like total s
t. Anyway, rant over, what is my best course of action here?
Mabbs9 said:
I wouldn't attempt a connection with less than 3hrs. Did they book it for you or did you choose the connection? I'd have given it a 5% chance of working. They should really have advised that at booking. I'm really sorry you had such a crap journey all the same.
Total thread hijack but you said your wife is flying 380’s now if my memory serves right? Wasn’t on 85 to YVR yesterday by any chance?
The other week I sat next to a rather unhappy gentleman on a late afternoon KLM flight from Schiphol who, the previous day (a Sunday), had flown from Norway into Schiphol only to be told his connecting flight was overbooked. In his telling KLM couldn't have cared less, had him waiting around for a standby seat (none available), eventually shrugging their shoulders and informing him he would need to sort out his own hotel and then claim it back.
Had they told him when he was in Norway that it was overbooked, he wouldn't have bothered wasting those two days of his life (and associated expense) flying via AMS.
Had they told him when he was in Norway that it was overbooked, he wouldn't have bothered wasting those two days of his life (and associated expense) flying via AMS.
Was your flight on the same ticket, both sectors? If so you would have recourse from the airline, if not you’re struggling. Check out flyer talk forum, the KLM section has plenty of threads of similar nature.
I’ll never fly KLM again, I still rage 5 years later!
I’ll never fly KLM again, I still rage 5 years later!
Edited by Imasurv on Thursday 22 September 22:17
Not much to add but KLM are fking st! They’ve always had that Dutch….er…..confidence……but since covid they act like they’re doing you a favour when they allow you to fly with them. Utter s, from check-in to landing. And since AMS is now a complete shambles there really is no reason to fly with KLM at all.
king st! They’ve always had that Dutch….er…..confidence……but since covid they act like they’re doing you a favour when they allow you to fly with them. Utter s, from check-in to landing. And since AMS is now a complete shambles there really is no reason to fly with KLM at all. Many thanks for everyone's input. Reassuring at least that I haven't been singled out by KLM for this torture and that they at least treat everyone equally!
That bit was awesome!
I think it is clear now, that I could have just been rebooked onto the next flight 3 hours later. Phone customer services said it was full, in person customer services said it wasn't but by then it was too late to get on it. What is also seriously irritating in hindsight is that the plane that I did get back the next morning was half empty (I'm no longer a half full guy!). I'd also been told by phone customer services that flight was completely full. Either, I was speaking to someone totally inept or KLM's systems are a total mess.
Thanks for the tip off on the flyer talk forum. I'll take a look.
KLM (and AMS) join Ryanair on my bargepole list. To be honest, I'd happily never fly anywhere again but it's a long swim to some of the places I'd still like to see.
LimaDelta said:
Worst 'I've just been to Tanzania' post ever.
That bit was awesome! Mabbs9 said:
I wouldn't attempt a connection with less than 3hrs. Did they book it for you or did you choose the connection? I'd have given it a 5% chance of working. They should really have advised that at booking. I'm really sorry you had such a crap journey all the same.
Single booking via KLM website. I don't fly much these days and it never occurred to me that the connection might be a problem. Naïve maybe, but I don't feel like it should be the customer that should sense check this stuff. Certainly no warnings on the booking. Even when in the security queue, I'd looked up alternative flights and saw three more that day and just thought to myself, ah well, I'll be a few hours late. Of course in hindsight I now wish I'd looked for a longer connection on the original booking.I think it is clear now, that I could have just been rebooked onto the next flight 3 hours later. Phone customer services said it was full, in person customer services said it wasn't but by then it was too late to get on it. What is also seriously irritating in hindsight is that the plane that I did get back the next morning was half empty (I'm no longer a half full guy!). I'd also been told by phone customer services that flight was completely full. Either, I was speaking to someone totally inept or KLM's systems are a total mess.
Imasurv said:
Was your flight on the same ticket, both sectors? If so you would have recourse from the airline, if not you’re struggling. Check out flyer talk forum, the KLM section has plenty of threads of similar nature.
I’ll never fly KLM again, I still rage 5 years later!
Single booking via KLM. Maybe I have some recourse. I haven't had a chance to start the process yet as I've been trying to catch up on a full lost day of family and work. I suspect KLM may bat this one away and blame the airport though it became clear that I could have got the next flight, only 3 hours later which would have saved me a lot of money. I'll try that angle with them but I don't hold high hope. I’ll never fly KLM again, I still rage 5 years later!
Thanks for the tip off on the flyer talk forum. I'll take a look.
KLM (and AMS) join Ryanair on my bargepole list. To be honest, I'd happily never fly anywhere again but it's a long swim to some of the places I'd still like to see.
Edited by Gad-Westy on Friday 23 September 07:37
Edited by Gad-Westy on Friday 23 September 07:39
If it was a single ticket then I’m pretty sure KLM owe you under EU law for the delay - not something they can blame on the airport, they sold you the ticket and you had plenty of time for the MCT (minimum connection time) for the airport. Have a look here:
https://www.flyertalk.com/forum/klm-flying-dutchma...
Presume I can post links to other forums, apologies if I can’t.
https://www.flyertalk.com/forum/klm-flying-dutchma...
Presume I can post links to other forums, apologies if I can’t.
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