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KLM - Book a flight
KLM Koninklijke Luchtvaart Maatschappij N.V. · 44,914 ratings · ★ 4.8
4.8
★★★★★
44,914 ratings
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Top complaints - extracted from 65 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"flight"
22 negative reviews mention this · 34% of all complaints
★★★★★ "Service is bad. Why do your system cancels the flight with even sending a SMS or email about you will only find out when you open the app when you are about to check in? Can even give a flight cancellation certificate so you can get compensated with the tr…" - jcd13th
2
"service"
11 negative reviews mention this · 17% of all complaints
★★★★★ "Service is bad. Why do your system cancels the flight with even sending a SMS or email about you will only find out when you open the app when you are about to check in? Can even give a flight cancellation certificate so you can get compensated with the tr…" - jcd13th
3
"flights"
11 negative reviews mention this · 17% of all complaints
★★★★★ "The app has changed and has costed me money. App used to work! now only shows me flights departing from the US. I can also not change the currency. I assume someone thought this feature, linking my currency to my App Store was a feature. It’s not! The help desk was unable to assist an…" - MsAmsterdam
4
"check"
10 negative reviews mention this · 15% of all complaints
★★★★★ "Service is bad. Why do your system cancels the flight with even sending a SMS or email about you will only find out when you open the app when you are about to check in? Can even give a flight cancellation certificate so you can get compensated with the tr…" - jcd13th
5
"horrible"
10 negative reviews mention this · 15% of all complaints
★★★★★ "Miserably Wretchedly Horrible App!. This is BY FAR the worst travel app in the history of travel apps. Completely worthless to the consumer. Impossible to add missing flights to my account. Unable to do anything to service my reservation." - kbnovak
6
"seats"
10 negative reviews mention this · 15% of all complaints
★★★★★ "seat selection. impossible to select available seats at bottom half of the screen" - WallyTheCockapoo
7
"seat"
9 negative reviews mention this · 14% of all complaints
★★★★★ "seat selection. impossible to select available seats at bottom half of the screen" - WallyTheCockapoo
8
"account"
8 negative reviews mention this · 12% of all complaints
★★★★★ "Miserably Wretchedly Horrible App!. This is BY FAR the worst travel app in the history of travel apps. Completely worthless to the consumer. Impossible to add missing flights to my account. Unable to do anything to service my reservation." - kbnovak
9
"work"
7 negative reviews mention this · 11% of all complaints
★★★★★ "The app has changed and has costed me money. App used to work! now only shows me flights departing from the US. I can also not change the currency. I assume someone thought this feature, linking my currency to my App Store was a feature. It’s not! The help desk was unable to assist an…" - MsAmsterdam
10
"airline"
7 negative reviews mention this · 11% of all complaints
★★★★★ "Shoves ads in your face. When I have a flight planned, I want the airline app to give me notifications about, say, delays or gate changes or weather updates. I do not want the app to notify me, with just as much urgency, that I can get a 15% discount on something…" - iayork
11
"terrible"
7 negative reviews mention this · 11% of all complaints
★★★★★ "Terrible support. They canceled the second leg of my flight and rebooked me on a worse itinerary. They offered me a refund instead, but - and this is not a joke - refused to tell me how much the refund would be for until after I decided to accept the refund.…" - chrisleader87
📋 All 65 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Service is bad
Why do your system cancels the flight with even sending a SMS or email about you will only find out when you open the app when you are about to check in? Can even give a flight cancellation certificate so you can get compensated with the travel insurance company? Rating is 0star not 1
The app has changed and has costed me money
App used to work! now only shows me flights departing from the US. I can also not change the currency.
I assume someone thought this feature, linking my currency to my App Store was a feature. It’s not!
The help desk was unable to assist and due to this I missed the opportunity to book at cheaper rate.
I assume someone thought this feature, linking my currency to my App Store was a feature. It’s not!
The help desk was unable to assist and due to this I missed the opportunity to book at cheaper rate.
Dumbest app ever created
Fire your coding department. A fifth grader could do a better job.
Low grade
No idea how this app has such a high rating. Nine of the click options work - zero functionality. Zero stars.
Worst airline app
Worst airline app in comparison to others delta finnair ect. Always lagging, failing to show accurate information or to update in a timely manner. Sections of information appear and reappear with every refresh. Always showing error messages, makes it mear impossible to check in or make any changes throug the app.
Miserably Wretchedly Horrible App!
This is BY FAR the worst travel app in the history of travel apps. Completely worthless to the consumer. Impossible to add missing flights to my account. Unable to do anything to service my reservation.
Terrible support
They canceled the second leg of my flight and rebooked me on a worse itinerary. They offered me a refund instead, but - and this is not a joke - refused to tell me how much the refund would be for until after I decided to accept the refund. Just a an absolute joke
Horrible payments experience
Just as the title says. The app is terrible at along your card information, but their desktop version is even worse. You’d think KLM wound invest in a quality site.
Can’t even sign up!
Just downloaded the app for our upcoming flight on KLM. Got stuck at the verification code. The app is supposed to send a one-time code to the email address. It never arrived, even after asking to resend multiple times. And no, it was not in the Spam folder either.
Disappointed
I would have given 5 stars if I could have had my original flight held until my points transferred. But I told I couldn’t extend it another 24hrs I lost that flight. The website is also incredibly glitchy, making it a very frustrating experience.
No updates on flight delay
No updates on flight delay. Worthless if not accurate.
seat selection
impossible to select available seats at bottom half of the screen
Useless App
I go on this app and I can’t even do anything
HORRIBLE HORRIBLE EXPERIENCE
we booked a flight from them. And we show up four hours early and they send us a mail last two hours that they canceled our flight. They don’t refund my money and they always gonna give you guys pain.DO NOT WASTE YOUR MONEY HORRIBLE SERVICE!!!!
Charged me more!
I reserved a flight yesterday and paid the $11 to hold the rate for 72 hrs. Today I went to book the flight on the KLM app. The rate I held was $275 - the rate I was charged today was $344. Really?
Part of booking cancelled
Part of my ticket shows canceled on the klm app. Tried calling klm customer service for past 2 days and been waiting for almost 2 hours on the phone waiting to talk to someone but no response. Called several times and holding phone for 30 minutes each time i call and still no attendant to receive my call.
KLM Customer service is a disaster
In one itinerary, I had a canceled flight and a delayed baggage issue, and I could never get a human being on the phone. The customer service line was actually dead. The AI bots are worthless. I had to call Air France to rebook when my international flight was inexplicably canceled. KLM app said no other flights were available and that I had to contact an agent, but then the phone line was non-functional and the AI bot put me in a queue for an agent to call me-but the agent never called me. Totally unacceptable.
Terrible customer service
I had to deal with some changes for personal reasons and it has been a nightmare the worst ever probably one of the worst I would say calls and calls and calls. Everybody would give me different answers people answering different countries horrible.
Sucks - Forcing Family with Teens to Pay for seats
All focus is making money, forcing family with teens under 12 to buy seats for international flights - this is low
Worst airline app I have ever used in my life
Nothing loads. It takes forever for any information to show.
Non-functional
Horrible app that just doesn’t work.
Helpful if you never need to log in
If there is a more frustrating user experience, I’d like to see it. The app constantly glitches and will not let you log in. “Wrong PIN”? Ja hoor - you just sent it to me, how is it wrong?
Incredibly frustrating to get even basic account functionalities working.
Incredibly frustrating to get even basic account functionalities working.
I have had the hardest time booking
I have had the worst time trying to book this trip, I lost count of how many things went wrong. I called customer support and while helping me in one area they gave me a price for my flight $400 more than I had just found online. The website, the app and customer service line could all use some help
Yep
horrible
Terrible and rude customer service
I missed my connecting flight from Munich because the Munich airport was a mess.
When I went to fly home, I found that KLM cancelled my return flights because I missed my outbound connection. Their customer service totally dismissed and fault of KLM in not notifying me or trying to help me rebook.
They actually hung up on me.
When I went to fly home, I found that KLM cancelled my return flights because I missed my outbound connection. Their customer service totally dismissed and fault of KLM in not notifying me or trying to help me rebook.
They actually hung up on me.
I thought my seats were all set!!
I remember picking out two seats, a window seat and one next to it and when we got to the airport, we were assigned two seats in the middle. I’m disappointed for such a long flight😞
Mixed review
Love the flights. Hate the app. Each of 2 purchases, there has been significant problems with paying with credit card. After numerous attempts, calls, text msgs, use of WhatsApp and now await callback from KLM I used another card twice with what I believe - success!!!
Ugh
Worst app in history. Great service. Fabulous crew. Clean jets. Outstanding operation…horrible app.
Paid seats getting changed without notification
Both flights the upfront seat we paid for, was changed to a worse seat, without any notification. Even after a 30 min call, during when the seat was corrected, the seat was changed again. Don’t bother paying for a seat, or be ready to file a claim with your credit card. KLM: Outsourced or just incompetent IT organization?
Horrible
Worst flight ever taken
Janky App
The app continually gives error messages when trying to do anything. It will not log me in, I’ve made several attempts. I’ve tried force closing and installing again. I can’t even use the help section on there because it throws an error.
can’t setup new account- email verification does not work - took 15 minutes for codes to come
Not sure how we will check in for our flights if we can’t setup an account . since codes took 15+ minutes to arrived so resends done, now locked out of confirmation. Stupid design, poor execution.
Cannot use it
My phone cannot be updated beyond its current version and the older version that I can download is no longer working unless I update to the new version. In other words, I have to shell out 600 bucks for the cheapest new phone in order to use the app. Well, it's fine but in this case at least have an option for a ticket I can print out. Or buy me a new(er) phone.
iPhone 7
iOS 15.8.4
iPhone 7
iOS 15.8.4
Booking Scam/inaccurate app
The app is not accurate on booking details and you will pay the price. I booked and paid for my partners flight using a combination of points and cash. We received a confirmation number, a ticket number and the money and miles were removed from my account. All showed fine on confirmations emails and in my account. Upon arrival in airport the first leg of ticket was cancelled, then later than second. We ultimately paid 4x the price for a last minute one way ticket (while the money and miles are still removed from my account). The Platinum flying blue number refused to help me due to it being booked it the app. So beware the app is unsupported by wider KLM and if you do booked on points - there does seem to be a good chance you will be cancelled and charged through the nose at the airport. The booking is still showing confirmed in the app so it must have some sort of glitch.
Very bad
You’ve changed seats at the last moment and my husband and me even not close to each other and in the middle. You should not be doing this. I’m very unhappy !!!
Searching and booking flights with miles doesn’t work
Unfortunately the flight search function throws an error when you tap the option to book using award miles.
Te krap
Op de heenweg hadden mijn moeder en ik veel te weinig ruimte:
-ik ben zwanger en kon mijn tafeltje niet uitklappen
-mijn kind zat op mijn schoot, maar ik kon nauwelijks bewegen
Het was een zware reis voor mij
-ik ben zwanger en kon mijn tafeltje niet uitklappen
-mijn kind zat op mijn schoot, maar ik kon nauwelijks bewegen
Het was een zware reis voor mij
Mr
Your application to check in flight is not user friendly.
Always make me change my seat last minute
KLM changes our seats every time we fly with them it’s always last minute we always get worse seats than what we paid for.
They do not care about you
I paid $42 for a window seat but then they moved me to a middle aisle seat. Additionally, the app was very buggy and barely worked at all.
Just the worst airline app.
Worst airline app I ever used. This app needs to be trashed and KLM needs to start over again. If I can’t trust the app, how do I trust KLM?
Don’t have two accounts
Why have two accounts? Why not just one?
It’s a nice thought, but it doesn’t work
I have been trying to establish an account in this app for about three days. I’m giving up!
Sad … to do anything with this app I have to have an account , and in order to have an account I have to create the account. For me, it’s been difficult at best. They want to verify my email address and send you a code, like many apps do, but the code doesn’t work… perhaps expiration of the code is too quick for a system that is very slow.
Anyway, for three days, I’ve been exceeded the number of codes that I can put in so it blocks me out for 24 hours. I’m done!
Too high Security for a little app. All I wanted to do is check my flight status. When I go to their website, they asked me if I have an account. Same thing!
Looks like the only thing I can do is to take a Bolt to the airport, about €20 and get in front of an agent… too bad… I’m sure it works for others, just not for me.
Sad … to do anything with this app I have to have an account , and in order to have an account I have to create the account. For me, it’s been difficult at best. They want to verify my email address and send you a code, like many apps do, but the code doesn’t work… perhaps expiration of the code is too quick for a system that is very slow.
Anyway, for three days, I’ve been exceeded the number of codes that I can put in so it blocks me out for 24 hours. I’m done!
Too high Security for a little app. All I wanted to do is check my flight status. When I go to their website, they asked me if I have an account. Same thing!
Looks like the only thing I can do is to take a Bolt to the airport, about €20 and get in front of an agent… too bad… I’m sure it works for others, just not for me.
Seat change
We worked with a representative over the telephone to switch or already paid for economy plus seats. We checked the app to notice that the seats were not assigned to us so we went ahead and paid for seat selection in economy plus the seats that the online agent had confirmed. Please contact us
Mr
Abusive pricing policies in holiday period
No contact possible
You changed the seat I chose and took away my checked bagage. Service and contact imposibel
Doesn’t update
The app is terrible because it doesn’t update flight information until maybe 24 hrs later. Had a flight rebooked by KLM and the app was useless and made things worse since it had wrong information on our flight. Had to rely solely on our paper ticket for flight information. When our flight information changed we were flying blind.
Glitches galore, how is this rated so high?
Terrible technical issues, I tried both via internet & via app and still having problems. It took over an hour with 2 different phones and a laptop just to book the tickets. Now our seats are messed up and I’ve lost all patience at this point. Not sure how there is such high ratings
Porcarie de aplicatie
Am facut check in acasa din aplicatia minune, mi-am selectat locul in avion iar la ghișeu ghici ce… nenorocitii mo-au alocat alt loc pe care nu l-am vrut. Rusine KLM.
Shoves ads in your face
When I have a flight planned, I want the airline app to give me notifications about, say, delays or gate changes or weather updates.
I do not want the app to notify me, with just as much urgency, that I can get a 15% discount on something I don’t use, or that there’s some useless one-time-only extra flier miles if I take a diversion to East Podunk Iowa.
This is why I delete your app the moment I step off the plane, while your competitors’ apps stay on the phone.
I do not want the app to notify me, with just as much urgency, that I can get a 15% discount on something I don’t use, or that there’s some useless one-time-only extra flier miles if I take a diversion to East Podunk Iowa.
This is why I delete your app the moment I step off the plane, while your competitors’ apps stay on the phone.
+ 15 more in the clipboard copy
Sentiment summary
94%
Positive (4-5★)
2%
Neutral (3★)
4%
Negative (1-2★)