Had good pervious experiences with KLM , but disappointed with recent encounter
I have flown with Dutch KLM on a previous flight and rated their service very high . Unfortunately due to events outside and inside their control I was less than impressed with their service at Heathrow Airport on 28 June 2012 .
It started off when we boarded the plane and got into our seats . We were told via a service announcement that they had technical problems with the flight computer and that they hoped to had the problem fixed within an half an hour . After 20 minutes we were informed that they couldn't repair the technical issue they experienced and that we would have to go to the KLM ticket desk to get our tickets re booked for another flight .
We understand that these issues might sometimes arise and that to make alternative arrangements for them requires allot of skill and patience from understandably irate customers . The queue was long and at some stage we timed that 1 customer was helped every half and hour per customer to re book their tickets . We understand too that businesses during these trying times need to cut costs and therefore one has to anticipate that some KLM service desks would be empty . However in such situations it is perhaps a good solution to get some management staff involved in re booking customers to help along customers faster . We had an elderly lady in the queue and after an hour I had to approach some of the KLM staff to ask them if they could provide her with seating . They were brilliant in responding and even took the initiative to offer all the people queuing water . One wonders just why somebody had to mention it to them in the first place that there are people in the queue which aren't able to stand for as long periods as some of the younger passengers .
The poor KLM person who ended up helping us at the booking desk and had to face allot of angry customers were very helpful and we are glad they receive such good training .
I hope to add a few stars to my impression of them in future .
To reply as a company, please log in to your business account.