Personal message of KLM's President and CEO Peter Hartman

[earthlyideas]

May well have been a nice reaction, but this is the first I've seen of this video and we were trying their website repeatedly when stuck in South Africa. All the videos in the world don't make up for their website that never had up to date information on it or the really dreadful service by the third party they use in South Africa. With 40 people queuing in the airport, they had one member of staff on the desk, yet there 10 staff upstairs in the office! Flights great, ground service v bad!

[davidvwood]

See my video on YouTube about the claims process. 8 months on Mr Hartman and I am still trying to be patient! The web site as others have said - is not helpful and neither are email which tell me in one line that there is a delay and in another to make a claim on the web site . Done it now 3 times!

Written to Mr Hartman requesting a meeting about this and my September outward and return flight cancellation. As yet silence is golden.

Search google for KLM my part in their service quality.

[shaman75]

KLM have been awful for us. They didn't give us our bags back at Amsterdam and when I finally contact them, they give me links and numbers that don't help, then tell me to go all the way to my airport to fill out a form, where I'm told I can't do that and am given another number. I've already spent 20 minutes on hold at 10p a minute. This is not customer service I'm afraid. It's just a farce and I can't see why a volcano means nobody can just help us get our bags back.

[tubbing1]

KLM, KLM!!! super!!

[jljtenbrink]

Nice to finally see some communication from KLM, as the website didn't contain much usefull info during last weekend.

One note though - in stead of telling people not to come to the airport , pls rather help people by not confirming seats of already cancelled flights, preventing people from unnecessarily checking out of hotel and travelling to the airport to find out it was already cancelled before the seat was confirmed (experienced this myself in CKG).

[knutmo]

I think every videomessage on whatever subject should always start with: 'These are challenging times...'

[btbroeke]

good reaction. Nice to see how KLM tries to help their customers as good as they can. I do think that people that are blaming KLM for this, should know better. This is something nobody could have expected.

Overall Nice job.

[flyerholland]

@btbroeke yea totally!! and thanks to KLM and the minister of transport pushing for testflights and new rules about ash.. flying is now possible again!

[gessler113]

KLM rules!