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Contact Information

Mailing Address:

KLM Royal Dutch Airlines
Legal Affairs Department
Plesman House
2A Cains Lane
Bedfont
Middlesex
TW14 9RL

Phone:

+44 20 7660 0293

KLM Complaints: Contact Number, Email and Form

KLM Complaints: Contact Number, Email and Form

Nicolle Harwood-Nash
Last Updated: July 17, 2024

Travelling by air can present a variety of unexpected challenges, including delayed flights, flight cancellations, and other disruptions that can cause frustration and the need for resolution. At AirAdvisor, a trusted platform specialising in air passenger rights, we empower air travellers by providing comprehensive guidance and resources to navigate the complexities of airline complaints.

In this article, we explore making a complaint to KLM and explain how our expertise and support can assist you throughout the process. From understanding your rights as a passenger to discovering the appropriate channels for contacting KLM, we equip you with the necessary tools and knowledge to address any concerns that may arise during your travels with this Dutch airline.

What Can You Make a Complaint About?

You may wonder what makes up grounds on which to make an official complaint to KLM. The good news is you can complain about pretty much anything you felt inconvenienced by as a passenger, such as poor customer care, excessive wait times at check-in or a horribly uncomfortable seat. However, only a select number of flight disruptions legally entitle you to financial compensation.

If you're travelling out of the UK on KLM, for example, you may be eligible for flight delay compensation UK in the event of a delay over 3 hours. Another instance of a complaint that's like to end in compensation within the UK or EU is a complaint to KLM about a flight they cancelled less than 2 weeks before the scheduled departure date.

Aside from KLM delayed or cancelled flight compensation, you may also lodge a complaint requesting a full refund for a cancelled flight, or reimbursement for expenses incurred as a result of damaged luggage.

If your flight was delayed, canceled or overbooked within the last 3 years, you could be eligible for up to €600 in compensation.Check Your Flight

Know Your Passenger Rights

When travelling with KLM, having a solid comprehension of your entitlements as an airline passenger can be beneficial in case you face a flight disruption. This includes familiarising yourself with Regulation EC No 261/2004, commonly referred to as EU261. These regulations serve to safeguard your travel rights with the EU or on EU-based airlines, providing protection in cases of late departures, cancellations, boarding denial, and baggage problems.

Concerning KLM flights departing from UK airports, it's important to consider the provisions of UK261. This regulation aligns with EU261 and ensures that passengers travelling with KLM from UK airports are protected by similar compensation rights in the event of flight disruptions.

By understanding the intricacies of both EU261 and UK261, you can assert your rights effectively and seek appropriate compensation for any inconveniences you may have experienced during your KLM journey.

a KLM airplane at the gate

How to Make a Complaint to KLM

To ensure a smooth resolution process when submitting a complaint to KLM, it's crucial to supply all the necessary information. Consider incorporating the following key elements in your complaint:

  1. Provide the specifics of your flight: This can include your flight number, the date of your flight, and where it was due to depart from. These details are vital for KLM to identify your specific flight and locate your booking accurately.
  2. Describe the incident: Articulate the issue you encountered, such as a delay, cancelled flight or baggage concern cancellations. Be sure to include detailed information such as the duration of the delay, the reason provided by the airline for the disruption, or any expenses incurred.
  3. Attach supporting documentation: Ensure your complaint is accompanied by related documentation that substantiates your claim. These documents might include boarding passes, receipts for additional expenses, or photographs depicting damaged luggage.
  4. Provide your contact details: Your complaint should include your first and last name, your phone number and email address, so KLM can respond accordingly.

Ways to Make KLM Complaint

Below, you can explore some ways of contacting KLM besides making use of their complaints form on their website:

Email

While there isn't a specific complaints email address, by submitting a complaint via KLM's grievance form located on their official website, you can start an email conversation.

Phone Number

KLM operates a phone line for complaints, which is accessible within business hours (Monday to Friday, 9 am to 5:30 pm). The number you dial to reach the customer care team depends on your geographic location. If you're calling from within the UK, for example, you can reach them on +44 20 7660 0293.

Live Chat

There's currently no live chat function on the KLM website.

Claim with AirAdvisor and get up to €600 compensation. Find out how much you’re owed today.Check Your Flight

How to Fill Out a KLM Complaints Form for Cancelled or Delayed Flights

AirAdvisor has streamlined the process of verifying your compensation eligibility and requesting compensation from KLM, which you can review below:

  1. Navigate to our website's home page.
  2. Look for the 'Check Compensation' section.
  3. Fill in the pertinent information about your flight and the grounds for your grievance.
  4. Our system will then evaluate your case and let you know of your prospective eligibility.
  5. Once verified, you'll only need to add a handful of extra data to complete and submit your claim.
  6. Our team of seasoned legal experts will then take over to obtain the restitution you're lawfully entitled to.

Please note, a service charge applies for successful cases, which we subtract from the final compensation sum you receive.

KLM Complaint Response Time

Typically, KLM confirms the receipt of grievances within several business days and endeavours to deliver a comprehensive reply within roughly four weeks.

FAQ / Common Questions: KLM Complaints

Here are some regularly posed queries about KLM misadventures:

How do I make a complaint to KLM?

To voice your discontent to KLM, you can utilise the form on their site or get in touch with their customer care team over the phone.

How do I contact KLM directly?

The most direct contact is likely over the phone on +44 20 7660 0293.

Does KLM ever give refunds?

KLM might give reimbursements under particular circumstances, for instance, a last-minute cancelled flight.

How long does KLM take to respond to complaints?

KLM typically seeks to reply to complaints within 4 weeks.

Is it worth complaining to KLM?

The advantage of lodging a complaint to KLM depends on the particular scenario and what you expect in response from the airline as a result of voicing your concern.

Does KLM have a live chat?

Currently, their website does not feature a live chat.

Why is my KLM refund taking so long?

The timeframe of a KLM refund can depend on many factors, and postponements may happen due to a variety of elements, like the volume of processing or specific refund scenarios.

How much does KLM charge for special assistance?

Although KLM might offer some fundamental special assistance services at no charge, extra or more comprehensive aid might entail costs. We recommend you contact KLM over the phone or visit their website for accurate and up-to-date details about the specific services you need and any corresponding costs.

Can you sue KLM?

While you can resort to legal action against KLM under specific conditions, it's advisable to seek counsel from a legal professional for advice on individual situations.

How reliable is KLM?

KLM is usually seen as a trustworthy airline, yet experiences can differ on an individual basis.

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Complaints

Rutvij Oza

Problems at airport

Jul 23, 2024
The Barcelona to Amsterdam flight was delayed, which would have meant that I would miss my connection from Amsterdam to Seattle. So the airline instead put me on a different itinerary of DL169 which caused an overall delay of almost 8 hours.
Tamar Lyman

Technical problems

Jul 22, 2024
Offered me a voucher valid at Birmingham international which I did not take or use as I went directly to London in order to catch the Eurostar to Amsterdam instead of staying an additional night in Birmingham and flying the next day. KLM's alternative flight offer was to fly the following morning to Amsterdam via Frankfurt. This was communicated via the KLM app. At the airport I never managed to speak to a KLM agent although I waited in the line for at least 45 minutes. They handed everyone a card with a number to call. I booked the Eurostar myself and took the next train to London to catch that. I arrived home just after midnight the same day. My original flight was scheduled to depart 13:25 so I traveled at least 10 hours to reach my home.
Julia Kozlowski

Jul 21, 2024
We had a flight with KLM from KRK-AMS and then connecting with AMS-EDI on July 19, 2024. The global outage caused both flights to get delayed by hours each, and with our first flight being delayed we were not sure we would make the second. But upon arrival to AMS we learned the flight to EDI was delayed enough that we had plenty of time to make it. However, without warning, we were denied boarding (without a rebooking) on the AMS-EDI flight, had to call and talk to about 7-8 people before getting a rebooking for the next EVENING to Newcastle, nowhere near our final destination causing us to have to take multiple taxis and trains in the middle of the night. Not only that, we spent hours waiting in AMS with no idea where our checked bag was and were refused help to retrieve it. Only the last people we reached out to helped and gave us a hotel room and some vouchers along with a rebooking (the LEAST KLM could do at this point) and to top it off, our bag did NOT make it to Newcastle! I don’t know if we will ever see that checked bag again. The global outage was not KLM’s fault, but they handled it extremely poorly and with little to no communication and lost so many bags. I know a few parties traveling this day also who did not have nearly as much trouble as we did. Do NOT fly with KLM ever - I surely won’t.
Anna Murray

Problems at airport

Jul 20, 2024
Got told we were given a voucher to use the next day and never got it. Upgraded my seats and ended up on flights that were crampt and no space also located at the back. Only chose klm for in flight screens and ended up with nothing for the whole flight. My rebooked flight was the next day in early hours which meant I didn't have time to sleep before coming back. Then on the rebooked flight it was delayed 1 hour so my transfer time ended up being 15 minutes. Which I made from running but my checked baggage did not. Then arrived at my destination and had to wait a further 3 hours for my checked baggage to arrive. This made a distruption to my travel plans for in warsaw and surrounding cities for my whole trip. I now had to book a hotel for a few days at the same place as i already had booked for but missed since I was so delayed on my arrival. So I missed my event and lost money. The airlines didn't know anything and couldn't give any more than just wait and see if anything happens. When my first flight got cancelled I spent a total of 6 hours in the airport waiting for the then delayed flight and then for my checked baggage to come back. This was all chaos and has made me anxious about solo flying now.
Ivan Jelovic

Unknown

Jul 20, 2024
On the counter in Amsterdam they told me that they have IT issues. My luggage is also lost and I m still waithing for info.
Jeremy Mark Green

No reason given

Jul 20, 2024
I couldn't apply for compensation via KLM online portal, as it constantly threw up the Manchester flight number, whereas the original scheduled point of departure was Leeds. The informal reason given for the Leeds flight cancellation was that one member of the crew had not turned up. No formal explanation was given. First of all, KLM's rep, ServiceAir, just gave us a phone number for us to sort out the flight ourselves. Only after nagging did they offer us a new flight from Leeds, and then only the next day, with an arrival time of 1815hrs! We had to insist on being offered a flight from Manchester same day, which they did and KLM paid for the taxi. Without hassling them, we would have got no service at all. At Manchester we asked to be put on the earlier KL1032 flight, rather than KL1034, in the hope we could get a seat on the afternoon flight from Schiphol to Lyon. They did put us on the KL1032 flight, but didn't advise that the onward leg was on a standby basis!! Even greater stress, as we only learned that our seats were confirmed ca. 90 mins before departure. Upon request, we were given some food vouchers, which didn't cover the cost of a warm meal. Our request to be allowed into the business class lounge at Amsterdam, on the basis of the huge delay caused by KLM's cancellation, was turned down. Overall, shocking customer care. There were no seats left on the afternoon flight, so we ended up with the AF1799 flight from Amsterdam to Lyon. This was, itself, delayed. We eventually arrived at Lyon shortly before midnight, rather than at 1120am. We missed a formal dinner at a Michelin star restaurant on the Monday evening with our US friends whom we were meeting at Lyon, as well as half a day in Lyon. Our flight back was on the following Thursday morning.

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