This is kind of the "next episode" to my LH Rant
thread. Sabena332 wrote in that thread:
Be glad that you end up on KLM.
Well, I'm not anymore. I don't know – is it perhaps me? Am I expecting too much? Is asking for a reliable service and a good troubleshooting if something goes wrong, is that out of bounds? Well, you are the judge.
So, my wife wanted to fly from ALA to HAM
on friday. ALA – AMS
with KL410, AMS
with KL1781, ETA HAM
Okay, so KL410 was delayed for over 5 hours. Not nice, but okay – shit happens. So my wife was re-booked on KL1783, ETA HAM
17:30. Okay, she didn't catch the flight as passport control took over 30 minutes at AMS
. Alright – not KL
Okay, she didn't catch KL1785 (ETA HAM
18:20) either, because it took some 90 minutes to master the huge queue in front of the KLM transfer desk. Yeah – it's getting a bit nasty now. But here's the good news – at least she caught KL1789 and arrived at HAM
The bad news was – her luggage didn't. Okay, that can happen. So it will arrive with KL1779 on saturday, we will be called and get the suitcase by taxi. No big deal.
Well, we were not called. And the suitcase did not come. So I called KLM's ground handling agent at HAM
. The lady apologized for not calling, and the suitcase did not travel with KL1779 as "the plane was full". It will arrive with KL1781, and this time she will really call us.
Well, no one called us. And on top of it, no one answered the phone there anymore upon my call. KLM's German hotline does not work on weekends, and KLM's Dutch hotline does not answer calls on lost luggage. You can only inquire with KLM directly if your luggage still was not delivered after 5 days.
So we drove to the airport (HAM
). The baggage claim area was deserted. We went to the airport info desk and got a staff call over the PA. No one showed up.
So we went to the KLM ticket desk. The poor clerk who met us there (okay, I still was surprisingly calm, so he wasn't that bad off) went looking for the Swissport lady and found here in one of the neighbour offices. She forgot to forward her phone there and did not hear the PA call. Okay, shit happens.
She apologized for not calling us (I had a déjà vu) and checked the baggage status. Well, the suitcase did not arrive with KL1781 (no reason given), but it will arrive with KL1783. No, really, she was 100% sure it will arrive. I wasn't however. She promised to call us, but...
... no, this time she did call. Bad news – it was to inform me that I was right. The suitcase did not arrive with KL1783. But it will arrive with KL1789, no, really, that is absolutely for sure. We will be called.
We were called. The suitcase did not arrive. She called AMS
baggage cellar. They were not even aware that the suitcase did not fly on friday, and were sure they did not have any items for HAM
left in AMS
I asked her if we were the only problem. She said: no, they have a huge pile of lost baggage with KL
Well, we will receive a call after KL1779 arrived tomorrow. At least she hopes her colleague will call, because she will be off duty tomorrow. I still accept bets, but I can tell you that the odds for "we will be called and informed that our suitcase arrived" are ridiculously low.
So we are sitting here, my wife has close to no clothes left here, as all her summer clothes were in the suitcase (she was travelling for over 4 weeks). It's our first wedding anniversary today, and we wanted to make a trip to Copenhagen, which we can forget now.
Thank you, KLM. Your onboard service is great (pax were served food and drinks by KLM staff at ALA due to the delay – unthinkable with LH
), but the rest you f*cked up pretty well.