Business History Books » Business Plans » KLM Airlines friendly service NOT !!! (Long article)
KLM Airlines friendly service NOT !!! (Long article)
Question:
: >I have been to AMS, and it was there the problem was. : Huh? And so you know that the gate she arrived at and the gate she was : departing from were ‘a few meters apart’? I don’t think so… AMS is a large airport, and depending on location of the gates it can be a very long walk – especially with young children. : But, even so, I remembered after writing my last msg that she was : forced to *go to baggage claim* to retrieve the stroller — and then : go to check it for the next flight — so, EVEN IF the two gates were : ‘a few meters apart’, she still had a LOT of ground to cover, dragging : two tiny children and a carry-on all the way. Going to baggage claim would also mean possibably clearing immigrations, and then customs only to turn around and check back in. : Another thing I recalled after writing that msg is that in fact, in my : experience, electric carts are NOT usually used for people that can’t : walk — such people are generally taken from their plane seat on the I’ve seen electric carts used for almost everything from transporting passengers to another flight in an attempt to avoid a missed connection to the carts in the tunnels of LAX connecting T4-T5-T6 (a very long walk). Regards, Steve
Response:
Just wondering……to the original poster…..did the receipt that you were given say specifically say that your stroller was to be picked up at the gate? Often, passengers will bring their things to the gate and want it checked to the baggage claim area so there are several different ways of checking luggage at the gate. If your tag did say you were to pick up your stroller at the gate, did you show it to the agent and ask someone get it for you? I mean….if the tag said that you pick up your stroller at the next gate, then thats what should have been done. You should not have had to struggle with your two little ones to claim at the baggage area. Did you ask to speak with a supervisor? Have you sent a letter to KLM and if so, would be curious to hear their response. If you have not, I would suggest you do not include some of the blanketing derogatory remarks about all KLM agents…and so forth as this generally will not help your case. Kathy J
Response:
>> BUT the combination of a harried and therefore less-than-pleasant > passenger who happens to be non-white, and an older and sour and > overworked staff member, can lead to interactions like the one > described. >I must have missed something here. Are you claiming that this would have >turned out differently for a white person? I don’t recall anything in >the letter stating this. Why is it that anytime you hear about problems >between people of different colors, someone is always suggesting it is >racially motiviated?
Well, I never thought about it either since I never think of Indians, the direct descendants of the tribe that came to be the Europeans, as non-white. But I was astonished at her treatment — and A. Chowdhury’s message at least presented a possible — if despicable — reason. Why is it when racism is invoked as a possible motivation for outrageous behavior, somone is always leaping up to deny it, undeterred by a total lack of facts? >It simply sounds like an issue with whether the stroller needed to be >checked or not. The person who commented about the bag had no idea the >passenger didn’t start out the trip carrying 2 kids and the bag. Don’t >they have luggage carts at the airport?
1. If it needed to be checked, it clearly needed to be unchecked as soon as the woman deplaned, given what it was for. 2. The woman ’started out’ with two kids, the bag, AND A STROLLER. Oh, maybe you don’t know the term? A stroller is like a little tiny wheelchair and you put a little tiny kid or two in it and you ROLL it. HTH. 3. Would you like to share with us where you find luggage carts in the jetway or even at the gate? I must have missed those airports. >If everyone with 2 small >children demanded a ride from gate to gate, there would way to much >traffic.
This one is a real winner…
Response:
>> BUT the combination of a harried and therefore less-than-pleasant > passenger who happens to be non-white, and an older and sour and > overworked staff member, can lead to interactions like the one > described. >I must have missed something here. Are you claiming that this would have >turned out differently for a white person? I don’t recall anything in >the letter stating this. Why is it that anytime you hear about problems >between people of different colors, someone is always suggesting it is >racially motiviated?
I didn’t use the word racism, because it’s too loaded and extreme. But I do know that when people are ‘different’, in appearance or particularly in culture (as evidenced by different behavior) they get treated differently. I speak English fairly well and I know the particular ways I’m supposed to behave in the west when asking for something (you know: smile, say please, wag your tail, stuff like that…things that are not standard in the east). As a result, I don’t think I’m treated poorly just because of race. But if I wore a sari, spoke with a thick and incomprehensible accent, and didn’t have western social graces, would I be treated with impatience by some (not by any means all) people? Absolutely. I know, because I remember how it was when I arrived in the west… Remember how in Brooklyn and LA, blacks’ complaint about Korean grocers was that they wouldn’t smile and wouldn’t put the change in the customer’s hand but on the counter? And ultimately this contributed to violence? Cultural differences. Holland is a schizophrenic country. One part is very liberal and open to other cultures, and that’s the part you hear about. Amsterdam is a delightful city. But not all the people working for KLM/Schiphol come from Amsterdam…
Response:
> Having just traveled from NY to Amsterdam to Tel Aviv and back again on KLM > this summer I thought I would put my two cents in. > First penny: I had a fantastic experience with KLM and Amsterdam on all four > flights and certainly better than any of the domestic airlines I have > traveled on. And the food was much better too.
That’s nice to hear. I’m curious, though. Are you saying that you didn’t find it inconvenient carrying the children through the airport, or that they let you keep your stroller or just what? I’m trying to see how your situation compares to that of the original poster. I have to admit, the food was better on the flight I took to London than anything I’ve eaten on a plane within North America. It was almost as good as a mediocre restaurant. > Second penny: We don’t know this woman at all but I can understand that > traveling such a long way with two small children can be difficult for anyone > but it seems that this women was quite a bit demanding
Just how is it demanding to ask to take a stroller on a plane, and for a little assistance getting from one gate to another when travelling with small children? If you’re talking about asking for assistance getting a bag onto the conveyor belt, I had a similar problem once in London. I was travelling with my mother, who had come down with the flu. As she was 78, and quite ill, she could be no help with the bags, so I was carrying everything, and propping her up to boot. By the time we checked in at security, I could barely lift the carry-on luggage. Believe it or not, the man at the security gate saw my problem, leaned over and assisted me in putting the larger bag up. No silly questions about why I was carrying it, just a kind hand when I needed it. > and no one knows how > she conveyed her needs to the staff. Poor communication can lead to > misunderstanding.
I would have thought that even a quite stupid person, seeing a woman travelling with a baby, a toddler and some carryon luggage, but no other adults, onto a flight that had a stop along the way, would realize they were going to need their stroller enroute. How good should her communication have needed to be? >Seems like a lot if things went wrong for one person. A > common denominator possibly.
Yes. You’re right. They made her travel without her stroller, and all of her problems stemmed from that common cause. Why do you suppose they did that? > Momma always told me to be nice.
Mine told me the same thing. Too bad our mothers hadn’t raised the KLM employees and security staff involved in this incident. > That’s my two pennies.
And that’s mine. — Jane If a man is talking in the woods, and no woman hears him, is he still wrong?
Response:
– Hide quoted text — Show quoted text ->> BUT the combination of a harried and therefore less-than-pleasant >> passenger who happens to be non-white, and an older and sour and >> overworked staff member, can lead to interactions like the one >> described. >I must have missed something here. Are you claiming that this would have >turned out differently for a white person? I don’t recall anything in >the letter stating this. Why is it that anytime you hear about problems >between people of different colors, someone is always suggesting it is >racially motiviated? >Well, I never thought about it either since I never think of Indians, >the direct descendants of the tribe that came to be the Europeans, as >non-white. But I was astonished at her treatment — and A. Chowdhury’s >message at least presented a possible — if despicable — reason. >Why is it when racism is invoked as a possible motivation for outrageous >behavior, somone is always leaping up to deny it, undeterred by a total >lack of facts?
I believe the one who suggested it was the one who was undeterred by a total lack of facts. We do not know whether racism was involved, so it’s always a possibility. It’s also a possibility that the person involved just lost his mother, making him feel bad. Or he just went through a painful divorce and now he hates all females. Or he simply had a terrible headage and couldn’t stand one more demanding passenger anymore. It’s all possible, but somehow only the racism possibility is quickly suggested as (part) of the cause. Let’s not change this discussion into a racism discussion. There is absolutely no proof for it and the person involved didn’t suggest it either. The story is bad enough _without_ the suggestion of racism.
Response:
[snip]>3. Would you like to share with us where you find luggage carts in the >jetway or even at the gate? I must have missed those airports.
AMS – F concourse (which is where KLM US originating flights gate.) amp
Response:
>> Second, do you have any basis whatsover for presuming that the > distance between the gates (somewhere in the US – AMS vs AMS-Calcutta) > are merely ‘a few meters’ apart??? >I have been to AMS, and it was there the problem was.
Huh? And so you know that the gate she arrived at and the gate she was departing from were ‘a few meters apart’? I don’t think so… But, even so, I remembered after writing my last msg that she was forced to *go to baggage claim* to retrieve the stroller — and then go to check it for the next flight — so, EVEN IF the two gates were ‘a few meters apart’, she still had a LOT of ground to cover, dragging two tiny children and a carry-on all the way. <snip> Another thing I recalled after writing that msg is that in fact, in my experience, electric carts are NOT usually used for people that can’t walk — such people are generally taken from their plane seat on the arriving plane to their plane seat on the departing plane by *wheelchair*. Electric carts are used, in my experience, by people who cannot walk *fast enough* to get where they have to go (either because of their physical condition or because time is too short) or for people who are *very encumbered*. I have made use of electric carts more than once, due at different times to a bad back or a very long distance to cover in a short time. And no one ever denied me the request, able-bodied in appearance tho I am. (And these requests were in fact mostly in LHR so it’s not as tho I was in the American milieu you sneered at.) > Fourth, you are conveniently ignoring the fact that the woman was > carrying her (totally legal) carry-on suitcase, her infant child, > and her sleepy toddler. I’ve known people with no arms, one arm, > and two arms, but I’ve yet to meet someone with three arms. > ‘Weird and decadent’ would be a step up for you, btw. >I was only commenting the cart, which I still find not to a problem at all.
Great. Then it’s a shame you weren’t there to help her carry her stuff. >The part about her carry-on suitcase is of course a problem. But as I >understand it, she got it back?? So what is the big deal?? It is anoying >when a problem occures like this one, but when it has been solved, I dont >see the point in keeping on complaining???
Did you even read her message??? Hint: She did NOT lose her carry-on. She did not lose anything — except a lot of energy and the chance for a peaceful if arduous trip.
Response:
>> Second, do you have any basis whatsover for presuming that the > distance between the gates (somewhere in the US – AMS vs AMS-Calcutta) > are merely ‘a few meters’ apart??? >I have been to AMS, and it was there the problem was.
Well, I live close to Amsterdam and have been at Schiphol airport a zillion times. Schiphol is getting quite big and you can easily walk half a MILE from one gate to another if these gates happen to be in different parts of the airport. You are very presumptuous. This lady was obviously badly treated, even if she was more demanding than she should have been (which you and I don’t know, so stop making guesses and accusations).
Response:
>Gustav, >I don’t know you but I think you are a simple person, with no brains and >very irritating… >Do you like it when I would mean the things I just wrote ? >As I already wrote that I would find out about the security matter, I will. >I find 99% of the KLM and other employees on Amsterdam very capable and >polite. >And whining for whom ?
hahaha I was right about afterall 
Gustav – Hide quoted text — Show quoted text ->I wonder how professional is it to argue here and try to prove >that you are not rude, arrogant, unprofessional etc.. >Seems to me you have a chance to be a professional here, and >find out the other side’s story as you are the only one here >working in the Amsterdam airport. >But no, instead you are sitting here and whining.. >Gustav
Response:
> First, it is fortunate for Denmark that most people are not like you > and would not judge a country by one of its residents.
I am not judging a contry. I said "sometimes". I have been to the US and enjoyd it a lot. > Second, do you have any basis whatsover for presuming that the > distance between the gates (somewhere in the US – AMS vs AMS-Calcutta) > are merely ‘a few meters’ apart???
I have been to AMS, and it was there the problem was. > Third, fyi, I’ve never seen electric carts used in US hospitals. What > you’re ranting about (totally irrelevantly, btw) is wheelchairs. At > least next time you rant irrelevantly about this, you can be accurate.
Sorry. You are rigth. My english isnt allways perfect. I stand corrected. > Fourth, you are conveniently ignoring the fact that the woman was > carrying her (totally legal) carry-on suitcase, her infant child, > and her sleepy toddler. I’ve known people with no arms, one arm, > and two arms, but I’ve yet to meet someone with three arms. > ‘Weird and decadent’ would be a step up for you, btw.
I was only commenting the cart, which I still find not to a problem at all. The part about her carry-on suitcase is of course a problem. But as I understand it, she got it back?? So what is the big deal?? It is anoying when a problem occures like this one, but when it has been solved, I dont see the point in keeping on complaining??? Kennet, DK
Response:
> >That’s not all, that was just the beginning. When I asked for Electric >Cart for transportation to departure gate for my next flight from >Amsterdam to Calcutta, I was told, that the cart is only for the "people >who can’t walk". And being able bodied I should, walk to the gate. In >exact term, I was told to "Walk", in spite of my request to provide help >for transportation at Amsterdam airport. I had to walk, with out >stroller (which, for the stupidity of the people at KLM, I never received >at the gate), with my two sleepy little kids.
I have heard, that in the US, you are being transported in electric carts in the hospitals, to avoid injuries and following lawproblems. But this is ridiculous. Why on earth should you have a cart when you can walk??????? Are you to lazy to walk a few meters???? People like you, are the reason why we in Europe sometimes thinks that americans are vert weird and decadent. Kennet, DK
Response:
– Hide quoted text — Show quoted text -> >That’s not all, that was just the beginning. When I asked for Electric > >Cart for transportation to departure gate for my next flight from > >Amsterdam to Calcutta, I was told, that the cart is only for the "people > >who can’t walk". And being able bodied I should, walk to the gate. In > >exact term, I was told to "Walk", in spite of my request to provide help > >for transportation at Amsterdam airport. I had to walk, with out > >stroller (which, for the stupidity of the people at KLM, I never >received > >at the gate), with my two sleepy little kids. >I have heard, that in the US, you are being transported in electric carts >in the hospitals, to avoid injuries and following lawproblems. But this is >ridiculous. Why on earth should you have a cart when you can walk??????? >Are you to lazy to walk a few meters???? People like you, are the reason >why we in Europe sometimes thinks that americans are vert weird and >decadent.
First, it is fortunate for Denmark that most people are not like you and would not judge a country by one of its residents. Second, do you have any basis whatsover for presuming that the distance between the gates (somewhere in the US – AMS vs AMS-Calcutta) are merely ‘a few meters’ apart??? Third, fyi, I’ve never seen electric carts used in US hospitals. What you’re ranting about (totally irrelevantly, btw) is wheelchairs. At least next time you rant irrelevantly about this, you can be accurate. Fourth, you are conveniently ignoring the fact that the woman was carrying her (totally legal) carry-on suitcase, her infant child, and her sleepy toddler. I’ve known people with no arms, one arm, and two arms, but I’ve yet to meet someone with three arms. ‘Weird and decadent’ would be a step up for you, btw.
Response:
> BUT the combination of a harried and therefore less-than-pleasant > passenger who happens to be non-white, and an older and sour and > overworked staff member, can lead to interactions like the one > described.
I must have missed something here. Are you claiming that this would have turned out differently for a white person? I don’t recall anything in the letter stating this. Why is it that anytime you hear about problems between people of different colors, someone is always suggesting it is racially motiviated? It simply sounds like an issue with whether the stroller needed to be checked or not. The person who commented about the bag had no idea the passenger didn’t start out the trip carrying 2 kids and the bag. Don’t they have luggage carts at the airport? If everyone with 2 small children demanded a ride from gate to gate, there would way to much traffic. Michael
Response:
: Excerpt from KLM’s Web Page: : "Hand baggage: : All passengers are allowed to take the following on board: : One piece of cabin baggage, max. dimensions 55 x 35 x 25 cm, max. : weight 10 kgs. An overcoat/wrap/blanket, umbrella/walking stick, : handbag/purse, tax-free bag, a reasonable amount of reading matter : for the flight and a stroller (umbrella model). " : I checked in the stroller at the Detroit airport departure gate as : "Gate Check-in" so I could receive the stroller at the arrival gate : at Schiphol airport, Amsterdam. But I never received the stroller : at the gate at Schiphol airport. Later I learned that the stroller : was checked in with baggage and I have to go to the baggage claim to : receive the stroller. If I don’t get the stroller from the baggage : claim, the stroller would not be loaded in to the next leg of the : flight, because the stroller was tagged to be taken out at Amsterdam : airport. So, I had to go to the baggage claim with my two kids to : claim the stroller, and I had to immediately check back in the stroller : as baggage. The Amsterdam KLM gate attendant would not allow me to : take the stroller on board as per "baggage rule". I don’t know why, : I had to check in the stroller ?? Not to demean your overall "fun" fest here but, whatever made you think that gate check-in" meant they’d have your items waiting for you at the arrival gate? Think about it, four hundred people on a 747 all would want to check their stuff so they could have it when they arrive eh? Gate check-in is for those who end up with something they can’t carry on. I imagine the gate persons would have told you had you asked. (I am assuming you didn’t.) I am also suprised you didn’t ask to speak to a supervisor each time you had a problem. I suspect that would have considerably eased your situation. Always take your complaint on the spot to someone higher up, if he or she won’t help, keep on going up. The security people probably aren’t employed by the airline, but by the airport, and thus your complaint to KLM will likely go nowhere, though I agree you were treated badly. They may even be forbidden to help handle luggage on and off due to liability and security reaons. (If you never touch it, you can’t be held if it breaks or something is missing or it goes *boom*.) I’d also suggest calling their toll free number and geting the name and address of the president or ceo of KLM and writing directly to him, even if it’s in Holland. Sometimes going straight to the top can work wonders, since the boss usually wants happy people but the customer service people generally would prefer you just go away so they don’t look bad. I hope you get some compensation from them, you certainly do sound like you had a rough time of it. If you ever have to go that far again, get your travel agent to work har to find a direct flight, I imagine Air India would have something more direct from a major US gateway city that would make your flight a lot less stressful.
Response:
Gustav, I don’t know you but I think you are a simple person, with no brains and very irritating… Do you like it when I would mean the things I just wrote ? As I already wrote that I would find out about the security matter, I will. I find 99% of the KLM and other employees on Amsterdam very capable and polite. And whining for whom ? Bye, Peter – Hide quoted text — Show quoted text ->I wonder how professional is it to argue here and try to prove >that you are not rude, arrogant, unprofessional etc.. >Seems to me you have a chance to be a professional here, and >find out the other side’s story as you are the only one here >working in the Amsterdam airport. >But no, instead you are sitting here and whining.. >Gustav
Response:
Hi Gustav Actually, if you had read Peter’s original post, you would notice that he asked for information about the date and flight numbers. I assumed this was for the purpose of checking to see what he could find out about the people in the airport who were involved in this incident. Therefore, he is not just "sitting here and whining", and I think we should give him a break and await further information from him. I don’t think most people here believe everyone at that airport is rude or unprofessional, etc., although clearly the original poster met a few who are. But I can certainly understand why Peter wants to make it clear that he doesn’t fall into that category. – Hide quoted text — Show quoted text ->Yes, it is me again. >I missed one line reading the complaint. And I feel personally attacked. >>The people at Schiphol Airport, Amsterdam, are not only RUDE, ARROGANT, >>but their behavior is UNPROFESSIONAL. ROGUE and UNCIVILIZED too. >I am NOT rude, arrogant, unproffesional, rogue or uncivilized. >I can and will not respond rude, unproffesional, rogue or uncivilzed to this >attack. >I rather have it that someone like the writer did, than someone with 100 % >common sense. > I wonder how professional is it to argue here and try to prove > that you are not rude, arrogant, unprofessional etc.. > Seems to me you have a chance to be a professional here, and > find out the other side’s story as you are the only one here > working in the Amsterdam airport. > But no, instead you are sitting here and whining.. > Gustav
– Jane If a man is talking in the woods, and no woman hears him, is he still wrong?
Response:
– Hide quoted text — Show quoted text ->I think the problem started in Detroit. According to the KLM regulations, >umbrella style strollers are allowed as carry on luggage. Was it an >umbrella stroller? If not, then you have no valid argument. If it was an >umbrella stroller, then you should have been allowed to bring it on the >plane, assuming there was enough space for it in the overhead >compartments. If they told you they were doing a gate check in of the >stroller, then if you had paid attention on other flights you made in the >past, you would have noticed that gate check meant the items were checked >at the gate, and placed in the luggage hold with all of the other >previously checked luggage, and therefore only could be picked up from the >luggage carousel. If you didn’t want that to happen, then you should have >made it clear when you gate checked it that you would need the stroller >immediately upon deplaning. I am sure there is a place they could have >put it where it would have been returned to you, just as is done with >people who travel with wheelchairs or walkers or whatever. They are >returned to their owners before they leave the plane, although they must >wait for the entire plane to empty out first before they get them back, as >it would get in the way of other passengers.
I have had things gate-checked that were returned to me at the end of the flight, in the jetway — and not wheelchairs either. In the original poster’s place, I too would have thought the stroller would be returned at that point, without a doubt. And why? Well, it doesn’t require a rocket scientist to figure out that a toddler’s stroller has the same function as a wheelchair — to permit someone with inadequate walking ability to move around. If this inference was too great for the staff, there’s something amiss in their selection or training. (I frankly would vote for selection since any normal should have figured it out even without training.) And we don’t even know that it wasn’t an ‘umbrella’-type stroller…
Response:
>Yes, it is me again. >I missed one line reading the complaint. And I feel personally attacked. >The people at Schiphol Airport, Amsterdam, are not only RUDE, ARROGANT, >but their behavior is UNPROFESSIONAL. ROGUE and UNCIVILIZED too. >I am NOT rude, arrogant, unproffesional, rogue or uncivilized. >I can and will not respond rude, unproffesional, rogue or uncivilzed to this >attack. >I rather have it that someone like the writer did, than someone with 100 % >common sense.
I certainly didn’t take the original post to mean that EVERYONE at Schiphol is rude, arrogant, etc. I thought it was pretty clear that she meant everyone in the relevant domain of discourse — everyone she had to deal with about the stroller, etc. But your posts, which demonstrate that you are concerned only for excusing yourself (for reasons which escape me since you had nothing to do with the problem) and defending the ‘good name’ of your employer without any facts of the case, do suggest that the lack of concern for passengers may not be limited to the personnel with whom the poster dealt.
Response:
>Hi, >I need to share my recent experience of KLM’s friendly service …
I can’t comment on the accuracy of the post; it generally takes two hands to clap, the complainer probably had some role in exacerbating the situation. But certainly it is true that KLM/Schiphol staff behavior is extremely variable and their much-vaunted reputation for service is not really deserved. Some KLM/Schiphol staff are unfailingly polite and helpful even under extreme stress. If you are from the west and/or are pleasant and polite and calm and smiling, then most KLM staff are okay. BUT the combination of a harried and therefore less-than-pleasant passenger who happens to be non-white, and an older and sour and overworked staff member, can lead to interactions like the one described. KLM today is not what it was. Like every airline, it is cutting back and paying its staff less for doing more. The strain shows.
Response:
>Yes, it is me again. >I missed one line reading the complaint. And I feel personally attacked. >The people at Schiphol Airport, Amsterdam, are not only RUDE, ARROGANT, >but their behavior is UNPROFESSIONAL. ROGUE and UNCIVILIZED too. >I am NOT rude, arrogant, unproffesional, rogue or uncivilized. >I can and will not respond rude, unproffesional, rogue or uncivilzed to this >attack. >I rather have it that someone like the writer did, than someone with 100 % >common sense.
I wonder how professional is it to argue here and try to prove that you are not rude, arrogant, unprofessional etc.. Seems to me you have a chance to be a professional here, and find out the other side’s story as you are the only one here working in the Amsterdam airport. But no, instead you are sitting here and whining.. Gustav
Response:
Yes, it is me again. I missed one line reading the complaint. And I feel personally attacked. >The people at Schiphol Airport, Amsterdam, are not only RUDE, ARROGANT, >but their behavior is UNPROFESSIONAL. ROGUE and UNCIVILIZED too.
I am NOT rude, arrogant, unproffesional, rogue or uncivilized. I can and will not respond rude, unproffesional, rogue or uncivilzed to this attack. I rather have it that someone like the writer did, than someone with 100 % common sense. I thank you, Peter
Response:
– Hide quoted text — Show quoted text ->From address of this article is an "Spam Avoidance" tactics. >Thanks. >Syed >How insensitive you people can be. I can’t imagine receiving that kind >of behavior from service oriented organization, let alone civilized >country and people (or are they civilized ?? really !! ). >The people at Schiphol Airport, Amsterdam, are not only RUDE, ARROGANT, >but their behavior is UNPROFESSIONAL. ROGUE and UNCIVILIZED too.
Obviously you never connected internationally (which is impossible to do in most US airports anyway because there are no international transfer areas, unless you call the LAX cage at Tom Bradley an international transfer area [actually it is more like prison]) trough a US airport and did not observe how rude personnel is if you need help and can’t speak english. >There is more.. I am not going to give you the detail of the non-human >consumable foods provided during the flights, nor I am going to tell >you about the "DEAF & DUMB" non-responsive air hostess staff.
Oh, I see, KLM tried to poison you, right?? Maybe you should sue them for USD 1.000.000 or even more..
Response:
Get a life lady – Hide quoted text — Show quoted text ->Hi, >I need to share my recent experience of KLM’s friendly service >at their home land. Following is the exact letter I wrote to the >different customer relation office. >I asked my husband (Syed) to post the copy of the letter to >different newsgroup related to air-travel in the internet. >Thanks. >Rezina >From address of this article is an "Spam Avoidance" tactics. >Thanks. >Syed >To: >Customer Relations Dept., KLM, >KLM AMS/MB, PO box 7700, >1117 ZL Schiphol Airport >Amsterdam. >Netherlands >TO WHOM IT MAY CONCERN >Hello, >I need to share my experience of the friendly service 
(as advertised >by KLM) I received from KLM, at Schiphol Airport, Amsterdam, NL during >my flights to Calcutta, India from Detroit, USA via NW68(Detroit, USA to >Amsterdam, NL) and KL875 (Amsterdam, NL to Calcutta, India), on 9th >January 1998. >I was traveling with my two young children. My elder child is a 3 1/2 >year old toddler and the younger one is just a 5 month old infant. >When I reserved and purchased our tickets, I requested special help at >Amsterdam Airport, and asked for electric cart transportation from the >arrival gate to the departure gate at the airport. At the Detroit >airport, when I checked in, I confirmed my request for help at Amsterdam, >It was confirmed, but my experience at the Schiphol Airport at Amsterdam, >was something different. >Per KLM’s Hand baggage regulation, I was allowed to carry 3 cabin bags, >for 3 traveling passengers. But I was carrying only one Cabin Bag >(18"- (46 cm) bag, weight 17 lbs – (8 kgs) ), my purse and a Stroller >(because I have to take care of my children too). >Excerpt from KLM’s Web Page: >"Hand baggage: >All passengers are allowed to take the following on board: >One piece of cabin baggage, max. dimensions 55 x 35 x 25 cm, max. >weight 10 kgs. An overcoat/wrap/blanket, umbrella/walking stick, >handbag/purse, tax-free bag, a reasonable amount of reading matter >for the flight and a stroller (umbrella model). " >I checked in the stroller at the Detroit airport departure gate as >"Gate Check-in" so I could receive the stroller at the arrival gate >at Schiphol airport, Amsterdam. But I never received the stroller >at the gate at Schiphol airport. Later I learned that the stroller >was checked in with baggage and I have to go to the baggage claim to >receive the stroller. If I don’t get the stroller from the baggage >claim, the stroller would not be loaded in to the next leg of the >flight, because the stroller was tagged to be taken out at Amsterdam >airport. So, I had to go to the baggage claim with my two kids to >claim the stroller, and I had to immediately check back in the stroller >as baggage. The Amsterdam KLM gate attendant would not allow me to >take the stroller on board as per "baggage rule". I don’t know why, >I had to check in the stroller ?? >I never understood, how my gate checked in stroller got loaded with the >luggage. I wanted to use the stroller at the Amsterdam Airport, where I >have to wait for 4 long hours from 12:55 AM till 04:55AM (our US time), >for the next leg of the flight. I needed that stroller at the night hour >when my babies would be sleeping. If I wanted to take the stroller as a >luggage, I would have checked the stroller as luggage in the first place. >So, I was not able to use the stroller at Amsterdam airport when I needed >most. I had to suffer, and literally drag my sleepy toddler while I was >carrying my infant, and pulling the cabin bag. >That’s not all, that was just the beginning. When I asked for Electric >Cart for transportation to departure gate for my next flight from >Amsterdam to Calcutta, I was told, that the cart is only for the "people >who can’t walk". And being able bodied I should, walk to the gate. In >exact term, I was told to "Walk", in spite of my request to provide help >for transportation at Amsterdam airport. I had to walk, with out >stroller (which, for the stupidity of the people at KLM, I never received >at the gate), with my two sleepy little kids. >Arriving at the departure gate, I was hoping that my misery was almost >over. I guess, I was expecting a lot, Was I ? After all this, at >the departing gate, when I asked for help at security check to help me >to put my cabin baggage on the conveyor, I was given a lecture on "What >we women at Holland do.. Blah. blah." and was insulted by telling that, >"Why I am carrying the bag, If I can’t lift on the conveyor". >HELLO !!!! I would not have asked for that help if I had the stroller >with me in the first place. And as far as "Why I am carrying the bag"?, >that is none of that person’s business. I purchased the ticked to >travel and I am entitled to carry the cabin luggage with me, which was >well under the rule of KLM. That person has no right to tell me, what I >can carry and what I can’t. KLM personnel screwed up in the first place >and blamed me for carrying the cabin luggage, which I could not lift >while I was taking care of my two kids, because you stupid people in >KLM don’t follow your own rule. >How insensitive you people can be. I can’t imagine receiving that kind >of behavior from service oriented organization, let alone civilized >country and people (or are they civilized ?? really !! ). >The people at Schiphol Airport, Amsterdam, are not only RUDE, ARROGANT, >but their behavior is UNPROFESSIONAL. ROGUE and UNCIVILIZED too. >There is more.. I am not going to give you the detail of the non-human >consumable foods provided during the flights, nor I am going to tell >you about the "DEAF & DUMB" non-responsive air hostess staff. >From KLM Webpage: >"Since all KLM and Northwest flights will now fly via Schiphol, >Amsterdam, passengers are sure to have a wonderful time." >Yea! Joke of the Year. I had a wonderful time at Amsterdam Airport, >Schiphol. Don’t you think ?? :( >The KLM mission statement: "KLM is positioned as an airline operating >worldwide from a European base, providing professional service for >passengers and shippers demanding high-quality products and competitive >prices, with a reliable and punctual product and caring and friendly >service." >If my experience was the example of "caring and friendly service", I >don’t know what would be less caring and unfriendly service. >Besides myself, there were at least another six families who had gone >through similar experience on the same flight. I don’t know how many >people have been greeted with this type of "friendly caring service" at >Amsterdam Airport from other International Flights. >It’s enough to say that after returning to US, I will never consider KLM >as an airlines of my choice in any future travel plans. >As far as I am concern, KLM is out of my list for any future travel >plans, unless KLM can prove their worthiness otherwise. And I will >try to convince all my coworkers, friends and extended family members >not to travel on KLM Airlines. >P.S. I am going to publish this exact document, to the Internet community >of the world, so rest of the world knows about how "friendly and caring" >:( service is provided by KLM, at their home base Schiphol, Amsterdam >Airport, Netherlands. >Thanks. I guess ?? >Rezina S. Nabi >[address deleted] >cc: Customer Relations, KLM > 565 Taxter Road > Elmsford, NY – 10523 >KLM ROYAL DUTCH AIRLINES >437 MADISON AVENUE 36TH FLOOR >NEW YORK N.Y. 10022 >U.S.A. >KLM ROYAL DUTCH AIRLINES >PASSAGE OFFICE EINDHOVEN AIRPORT >LUCHTHAVENWEG 15 Z >5657 EA EINDHOVEN – THE NETHERLANDS >KLM ROYAL DUTCH AIRLINES >1 ATLANTA PLAZA, >950 EAST PACES FERRY ROAD – SUITE 925, ATLANTA >GEORGIA 30326-1160, USA >NW Airlines >Customer Relation Dept >NW Drive >St Paul, MN