KLM - Book a flight 4+

Bravo

I am always assured of receiving excellent service and attention from the cabin crew. They have an engaging and pleasant manner, and seem to genuinely appreciate that passengers do have a choice.
I also like using the KLM App; it has a clean and easy to use interface.
One more thing: on one occasion l forgot my iPad on the plane and did not realize it was missing until the staff called me while in the transit lounge and handed it over to me. Bravo!

Skyteam and its partners

As a sky priority frequent traveler it is always interesting to see who cares about customers, and who is missing the mark. Within the skyteam partners this point is extremely apparent. Between KLM and Airfrance, for example, there are sometimes such stark differences that you have to wonder whether the partnership brings value or damages the others’ image/brand. I for one, am reconsidering. Airfrance seems to have very little ‘customer care’ common sense. This begins at the airport in paris where there is a line wtg for passport check +200 with one agent checking passports (yes, i aware that AFR is not directly responsible for immigration - but the airport process is certainly an influencing factor for airlines to improve) and continues with the boarding process (no priority boarding for business class - skypriority lines are effectively longer than the the non-priority lines). In fact, the agent INSISTED that I wait in the sky-priority line, which was 2x as long. :-(

KLM remains a preference; and as a long time skyteam member , i can only hope that AFR gets its act together, as the brand is tarnished and impacting the image of KLM.

In summary, if the AFR CEO took time at the gate front facing his customers ... maybe things would change .. or maybe not.

Terrible app and Incompetent staff (harsh I know)

Yeah that title is very harsh and I am hesitant but hear me out. The app had a bug. It wouldn’t let me check in. I needed to enter in basic info like gender then on the next page enter passport info. But when I finish the 2nd page, the first page cleared. We messed with it on 2 phone and 1 laptop before I called. I was on the phone for so long I literally drove to the airport, parked and went to a kiosk. Got them printed. Literally had them call as I finished. Told them I did work it out but just wanted to let them know about the bug for other people. She didn’t care. She wanted my info “I can’t help you without your flight information sir”. Fine. I did. Then she tells me there is no bug because I’m checked it. What a miracle. Except it shows that as I did it myself at the airport. She literally didn’t get my concern of the app and just letting her know. I asked if I could just talk to another worker or a supervisor. I even explained to her that she did just fine but we seem to be missing each other. She said they can’t transfer phones which I don’t believe. Just makes me very scared about this trip tomorrow.

Developer Response ,

Hello and thank you for your feedback. We're really sorry to hear that you didn't have a good experience with our application. Our mission is to provide excellent customer experiences. We have taken your comments into account and will endeavor to make improvements accordingly. The KLM Mobile team.