KLM - Book a flight

Yeah that title is very harsh and I am hesitant but hear me out. The app had a bug. It wouldn’t let me check in. I needed to enter in basic info like gender then on the next page enter passport info. But when I finish the 2nd page, the first page cleared. We messed with it on 2 phone and 1 laptop before I called. I was on the phone for so long I literally drove to the airport, parked and went to a kiosk. Got them printed. Literally had them call as I finished. Told them I did work it out but just wanted to let them know about the bug for other people. She didn’t care. She wanted my info “I can’t help you without your flight information sir”. Fine. I did. Then she tells me there is no bug because I’m checked it. What a miracle. Except it shows that as I did it myself at the airport. She literally didn’t get my concern of the app and just letting her know. I asked if I could just talk to another worker or a supervisor. I even explained to her that she did just fine but we seem to be missing each other. She said they can’t transfer phones which I don’t believe. Just makes me very scared about this trip tomorrow.

I love KLM and the app is actually pretty nice but a few things have been broken for awhile now that I’d like to see fixed before I update my review: [ ] Airport selection on iPad in landscape shows up in a narrow unreadable column [ ] App Support on the app page here leads to a dead link (against App Store requirements) [ ] There’s no way to report bugs within the app or even here to help you know about these issues! Least you could do is give us an email address! [ ] Flying blue status seems to cache for months and be out of sync in various places [ ] When switching between fare classes in search prices are often out of sync [ ] Fare classes often reset in search when you tweak search terms [ ] After a couple searches airports stop populating in search until hard reset Edit: Happy to help! Let me know when some of these get fixed and I’m happy to update my review.

As a sky priority frequent traveler it is always interesting to see who cares about customers, and who is missing the mark. Within the skyteam partners this point is extremely apparent. Between KLM and Airfrance, for example, there are sometimes such stark differences that you have to wonder whether the partnership brings value or damages the others’ image/brand. I for one, am reconsidering. Airfrance seems to have very little ‘customer care’ common sense. This begins at the airport in paris where there is a line wtg for passport check +200 with one agent checking passports (yes, i aware that AFR is not directly responsible for immigration - but the airport process is certainly an influencing factor for airlines to improve) and continues with the boarding process (no priority boarding for business class - skypriority lines are effectively longer than the the non-priority lines). In fact, the agent INSISTED that I wait in the sky-priority line, which was 2x as long. :-( KLM remains a preference; and as a long time skyteam member , i can only hope that AFR gets its act together, as the brand is tarnished and impacting the image of KLM. In summary, if the AFR CEO took time at the gate front facing his customers ... maybe things would change .. or maybe not.