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Review: KLM

Airline

They don’t always deliver what they say on their website

  • By SilverTraveller driverona14

    3 reviews

  • June 2016
  • Tokyo, Japan
  • Partner
  • Economy
  • London City

25 people found this review helpful

We travel every year to Japan and have in the past booked direct flights from Heathrow as it’s a long flight so have not considered anything else. However this year, when we decided to make our flight reservations KLM were offering competitive prices from London City to Tokyo via Amsterdam. We decided we would upgrade our seats to give extra comfort and possibly legroom. KLM advertise on their website economy comfort seats and seats with extra legroom, so we went online to make the booking.

The website indicates you can book these seats either during the booking process or “Immediately after booking, you will automatically enter My Trip, where you will find all your travel and personal information and can provide important information and book comfortable extras”. It then goes on to explain this includes the better seats I described above. But the booking process did not offer this option but thought it would be possible to take up the options “immediately after booking” But whilst “My Trip” also gives an indication one can do this, there was no link to do so.

We contacted by phone KLM (and Air France as the flights had an Air France number). Both at first could not understand why it was not possible to upgrade the seats but eventually said it was because of “operational reasons” but could not be more specific. I tried on Facebook to find out why and eventually was told it would not be possible to upgrade seats until we check in, just a few days before we fly.
This should have been clear before we booked our flight or at least during the booking process. At no time was this suggested. In fact the website says the earlier you book the “lower the price”.

So the website is at least misleading or misrepresents the truth. Its statement online you can reserve your seats during the booking process (no if or buts) was totally wrong on this occasion.

We therefore cancelled our booking and received a refund a week or so later. But all this was a waste of time and means we will never book with KLM again and certainly would not recommend any doing so. So be aware.

25 people found this review helpful

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This review is solely based on the opinion of a Silver Travel Advisor member and not of Silver Travel Advisor Ltd.

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Other Members' Thoughts - 4 Comment(s)

  • driverona14
    almost 4 years ago
    Thanks for your responses. However the key issue is KLM mislead its potential customers. Their website states you are able to book/upgrade seats during and immediately after booking. No ifs and buts; no "subject to availability"; no warning that there is a problem before you make your payment. KLM mislead and are dishonest
    As to which airlines would I fly with to Japan. British Airways are good but I prefer to fly with ANA or Japan Airlines. They add to the experience of visiting a fascinating country.
  • daydreamer
    almost 4 years ago
    I was sorry to hear of your experience and was rather surprised. I spent six years flying to and from Kuwait several times every year for work. I always chose KLM especially as Schiphol is my favourite hub airport for many reasons. I never had any trouble choosing seats during or after the booking process and am puzzled as to what happened to you. I hope you will try KLM again as most aspects of their service are really good.
  • HMJ
    almost 4 years ago
    We are flying out to Tokyo on Monday. Having read this I'm glad we've chosen British Airways direct from Heathrow.
  • ESW
    almost 4 years ago
    At least you got your refund quickly....