KLM Customer Service is Worse Than Shit

I’m not even going to bother with them anymore. They still don’t address the main issue that I have raised, and are now washing their hands off the matter.

Dear Mr Shawn,

We write further to your comments on Twitter. We are sorry to learn that you are disappointed and dissatisfied with our answer to your previous email.

Technically, names on tickets must match the passenger’s passport. The name you enter on the Traveller Details Screen must be the same as on your passport. Tickets cannot be transferred to another traveller. Therefore, name changes are not permitted.

Please be advised that KLM as well as most airlines treat a name change as a cancellation, to which standard conditions and charges would apply.

KLM accepts no responsibility for any errors or omissions made by a passenger. As such, we shall not be responsible for any consequences of you being refused boarding or immigration control.

However, for minor errors made (wrong spelling) and need to minor name change, KLM will change for you with a fee to change, as per our website.
”If your name or other personal details have been misspelled, please contact us within 24 hours of booking. ”

How can I change the name on my ticket?
If your name or other personal details in your booking have been misspelt, please contact the KLM Service Centre. You may need to pay a fee to change your name.

As per the above, ”you may need to pay a fee to change your name”, if you need to add a second middle name, the name change fee applies. As such, we wish to advise that KLM is not in a position to waive the name change fee in question.

We understand that this experience has left you with a less than good impression. However, we hope that it will not deter you from using KLM on your future travels.

Yours sincerely,
Jessie Y.
Asia Pacific Customer Care
KLM Royal Dutch Airlines

Please do not reply directly to this e-mail. This e-mail address is unable to receive incoming messages so your new communication will not be delivered to us.

Should you need to contact us again, please do so via our webform which you can find on our internet site. Please mention your reference number 6140549001 in the designated field at the bottom of the form.

Notice that while she raised the fact that there exists a 24-hour name-change policy, there is no mention of charges there. In fact, if I was willing to pay those charges, I can make the name-change at any time, not just within the 24-hours. I could even make the name change today.

Like I have said before this. Just fucking tell me that I was wrong and that there is no such policy that a name-change within 24-hours is waived of the fee – because this is what I was made to understand when I called in and asked the customer service.

You all be your own judge on how KLM treats its customers. I have produced their replies ad-verbatim. I have already decided to never fly KLM again for the rest of my life and will encourage others in my circles to never do so either.

PS: At least they’ve gotten rid of the broken link instead of asking me to open it up in a new browser. Idiots.

Published by

Shawn Tan

Chip Doctor, Chartered Engineer, Entrepreneur, Law Graduate.

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