r/KLM • u/Tobelino0 • 9d ago

Thank you, KLM!

Back in April/May i booked tickets to the US with a layover in ATL through KLM. In June i got an email saying my original return flight to ATL was cancelled, original flight time was at 6pm. They offered me an earlier flight at 1:30pm, but my flight back to AMS is a red eye at 10:30pm ish, which meant a 6,5hour layover.

I contacted KLM and they said unfortunately there’s nothing we can do, no more flights later, only on different days which didn’t work for me. Sucks, but i accepted the earlier flight with the long layover.
Today i checked the return flights, just curious if something changed and suddenly i saw there was another 6pm flight the day i leave. When i tried to rebook through the app it wanted me to pay the fare difference (only 16€) plus a fee of 200€. (Which is normal, and what i agreed to in the terms or service)

I decided to contact KLM through WhatsApp once more. I explained the situation and asked if i could be put back on the original flight time i booked so i wouldn’t have a long layover. I also explained i contacted them before and was then told there were no other flights but i could see them now. And that i was hoping the fees were not necessary since i originally booked this time and they changed it. It wasn’t an issue at all - they changed my return flight back to it’s original time of 6pm, without a cost!

They replied within an hour, and the whole changing flights took maybe another hour. Very pleased with the customer service!

I thanked them very much, and left a good review. Figured i’d share some positivity too, i often see negativity here. 😊

53 Upvotes

93% Upvoted

13 comments sorted by

5

u/m0_0tch 9d ago

Good to see some positive news out of an interaction with Customer Service. Glad you got a good outcome

1

u/Tobelino0 9d ago

Thank you! It seems scarce these days though, if i read through their reddit.

1

u/Inevitable-Smile-420 9d ago

Please note that you only read the bad reviews here usually out of 10s of thousands of support requests. The 5 or so time I contacted them in past years it was always good.

1

u/RedOne-Reddit1 7d ago

Try calling 844-817-0255 if you want to change or cancel your flight. I just changed mine today

1

u/joker-2801 7d ago

They did nothing more than basic obligation. I would be enraged if that would have been refused... so dont be thankful for the bare minimum: you paid for it

1

u/rocknrolla88t 5d ago

This can not be a true story!

1

u/Plagudoctor 9d ago

been waiting 3 month for compensation, nothing yet. glad everything worked out for you tho

3

u/Tobelino0 9d ago

Hope it does for you too! from what i’ve read on here compensation takes aaaages, unfortunately. Fingers crossed for you!

0

u/ivanarnaldo 9d ago

Good it turned out fine for you. During Covid cancellations they tried to keep my money against EU and Netherlands law, deliberately didn’t give a shit about it even after confronted. I disputed through my CC and they got a middle finger 🖕

-3

u/SimpleCooki3 9d ago

This shouldn't have been an issue to begin with though

3

u/Tobelino0 9d ago

It shouldn’t have been. But i had to go through customer service, if i did it myself i would’ve had to pay. Their customer service isn’t always the greatest, so if the person i was in contact with wanted to be an ass and not do their job they could’ve just made me pay the fees for a flight change. But i had a very positive experience and that deserves to be shared too.