KLM review by Jay

KLM customer service is terrible and their website check in process is designed to mislead you into purchasing non-refundable services that you did not want. For example they will say " purchase excess baggage now at a discounted rate" at web-check in - what they don't tell you is that if it turns out you don't end up needing to check an extra bag, you can only get a refund for purchases made BEFORE web check in is available (no-refunds within 24 hours of your flight). Or maybe you bought a long haul flight with 2 legs - a 10 hour overseas leg followed by a 1 hour short hop to your destination and you didn't pre-pay for seat selection on the short hop when you purchased your ticket, because you don't care where you sit for that hour and you are price sensitive. Well, when you go to check in expect the website to offer you an "amazing seat upgrade deal for $105 for your flight from Vancouver - London. Then when you take the bait and buy the "upgrade" it turns out you've just paid a for a business seat on a one hour flight from Amsterdam to London and there isn't even a separate cabin!! Then go ahead an call customer service and expect every person you speak to to tell you something different and but all agree that many people before you have made the same mistake and it doesn't matter that it was just two minutes ago you were duped and your credit card was charged - the policy is NO REFUNDS. It almost makes you think the whole thing is actually a delberate scam that KLM perpetrates on economy customers, because they really don't respect you or care about you. And lastly, if your idea of a fantastic once in a lifetime holiday Venice includes wearing the same clothes, underwear and sock you put on before your super long flight for the whole 3 days of your holiday, and you want to spend hours on the phone and at your hotel every day praying and hoping the delivery service will finally bring your bag...then KLM is for you!!