KLM Flying Dutchman - Luggage weight limits versus pieces of luggage for PE..

I just dropped my wife and 4 year old daughter at AMS check-in for the KL 895 to Shanghai, 21st July (Priority drop off), as my wife is platinum and daughter is Silver status.. Now, due to their status, they got an allowance of 4x bags of each 23 kg together. (Sais it at OLCI)
My wife doesn’t like to haul to much around, between the 2 of them, we had only 1 bag for check in.. tried to make it (guessed ) 23 kg.. but it actually turned out to be 23.7kg (So, 700gram to heavy)..
The check in the KLM ground agent demanded we took out 700 grams, or they would not accept the bag.. I really got irritated, as we can actually, 23x4 = 92KG check in.. but.. no.. only business class can check in a bag that is up to 32kg.. economy must be max 23kg.. so, we need 2 cases.. one 23kg.. one 0,7 kg..
Of course we had no other bag, so my wife ended up hand carrying (with the infant), 700 gram in hand luggage..
I’m all for rules, but this is really ridiculous.. We are NOT serious overweight, we are not trying to upset the system. Our whole family being frequent flyer (I’m PELT) I would expect people with a little more brain at check in as he also refused to contact a supervisor on my request.
Bad news for KLM.. My wife is so mad now, that the 2 business class return tickets (PVG-AMS) we got reserved for next month (9000 Euro+ revenue for KLM), she want’s cancelled and we use an other airline..
So.. I’m really interested in hearing what the valid reason of KLM is to Piss of it’s loyal customers this way for what really has no effect what so ever nor extra earning / charge involved other them simple common sense, which seems to have gotten lost on the ground staff now..

Posted on the Facebook page.. see what they say..

Not very surprised. AMS KL checkin is the one and only place I have ever been charged for excess baggage.

The reason, I believe, is because bags weighing even 1g over 23kg have to be handled by two people, taking more time.

What a total ridiculous happening! Of course when travelling a child, you can't drag 2 suitcases with it. Indeed no common sense, about a mere 700 grams with 2 elites!
Shameful action. :td::td::td:

Totally ridiculous. They are shooting themselves in the foot.

Strange though, because they have always been quite "leniant" with me. I often have around 24kg without incident, and they have only ever asked me to remove items when the bag weighed over 25kg.

Sometimes the luggage scales aren't very accurate.

I think your spouse may have had an agent having a bad day / on an ego trip.

I know rules are rules, but the agents I have come across are normally reasonably flexible within a certain margin.

I hope this one-off(?) experience does not spoil your possible future experiences.

Gajan

I think your spouse may have had an agent having a bad day / on an ego trip.

I know rules are rules, but the agents I have come across are normally reasonably flexible within a certain margin.

I hope this one-off(?) experience does not spoil your possible future experiences.

Gajan

I've had this same experience at AMS with surly checkin staff.

I have had this a numerous times. You can request a supervisor to talk to if you can not solve it with the check in person. They are normally better to talk with.

Recieved an answer, just as expected.. 700gr over 23KG is a bigger problem then having an allowance of 92KG in total..

quote, response from customer service:

I am sorry to learn that the service you experienced from our staff at check in for flight KL895 from Amsterdam to Shanghai on 21 July failed to meet your expectations. A sincere apology is offered for any discourtesy which you felt you encountered.
Naturally you expect KLM staff to be polite, helpful and attentive at all times and to provide the very best service possible. We apologize if this was not your own personal experience.
Although I regret your disappointment, I would like to take this opportunity to explain that by requesting for the excess weight from the check-in baggage to be moved to an alternative bag our colleague adhered to our policies and procedures. I understand from your account that you are aware of this, and that you specifically asked for my answer not to contain a reference to small print, and I realize that this may be exactly what you did not wish me to write. However, I hope that you will understand that, in fairness to all our customers, our check in staff have been instructed to follow the baggage rules equally for all our passengers, Flying Blue members, non-members, and Elite members alike. Thanks to your Elite status you would indeed have been allowed to check in up to 92kg, provided that each individual piece did not weigh over 23kg each.
I very much appreciate you taking the time to contact us regarding this matter. I regret your dissatisfaction in this case
I trust that I have given your concerns my full attention. Should you have any further questions please contact me on (Removed), Monday to Friday between 8.30am and 4pm.
We look forward to welcoming you onboard one of our future flights!
Yours sincerely,
PASSENGER BUSINESS

I'm just wondering - how much should we be allowed to exceed the posted limits by, before we would no longer judge it unreasonable to be asked by the check-in agents to adhere to the posted limits?

I'm just wondering - how much should we be allowed to exceed the posted limits by, before we would no longer judge it unreasonable to be asked by the check-in agents to adhere to the posted limits?

Valid question.. as, and I assume many others, have no scale for luggage at home / road.. personally, I would say a x% of deviation (Also do to the possible error of the scale at check-in, which I’m sure varies) should be around 3 to 5%.. so 3% = 690gr.. or 5% = 1.12 KG.. so possible a 1KG grace min? Maybe a topic for discussion..

As Platinums are entitled to 2x23kg when in Economy, I don't understand why it should make a difference if one bag is 24kgs and the other is 22kgs. We know its not a safety issue since when in WBC we can check up to 32kgs in one suitcase. In February my wife and I were charged overweight fees for something equally marginal; this despite the fact that the net weight was far less than the 4 x 23kgs we were permitted.

As I mentioned above it is a handling issue; bags over 23kg cannot be lifted by one person alone.

Then why do other airlines flying out of AMS (and use KLM Groundhandling) don't have a problem.

They choose to absorb the higher cost I guess.

we have had this a few times - being both PE. the discussion with check in agents, supervisors or customer service still leads to the same result.
now we have luggage scales at both of our homes and when we travel in Y we always limit to 23.x kg.
I agree that other airlines and other stations handle this much more flexible but apparently this is the way KL chooses to go and the difference is noticeable not just when checking in, but on board too.
off topic - on a 35 min flight Zurich-Geneva in J, Swiss offers meals and even separate child meals...

What kind of meal is it?

And do they hand it to you as you board the aircraft? :D

With 50 minutes flying time, PG serves this to a whole Y cabin, including coffee/tea service after:

http://img20.imageshack.us/img20/2801/pgmeal2.jpg

Also, the whole range of special meals is available.

Makes 'sweet or salty' only even more pathetic on a 1:50h flight (where PG even serves a hot meal).

Oh the joys of flying in Asia :D .

Wow. I didn't think it would be physically possible to serve the whole aircraft, and not just the business cabin, with such an ambitious meal on such a short flight.

I'm guessing some people have to return their trays half-eaten or only barely touched, as it would be time to clear the cabin very soon after they received their meal!!!

Service was incredibly fast after take off and efficient and I managed to eat it all without rushing. Quality was excellent.
But I have to say, this A319 had 5 or so cabin crew.

I think your spouse may have had an agent having a bad day / on an ego trip.

I know rules are rules, but the agents I have come across are normally reasonably flexible within a certain margin.

I hope this one-off(?) experience does not spoil your possible future experiences.

Gajan

I find the 'newbies' which KLM has hired lately to be particular pedantic about anything over the max 23kg weight. I usually try to look for the more 'seasoned' check in agents who are glad to welcome E & E+ members with a smile and not bat an eyelid to luggage slightly over. I've had one newbie agent refused to take my 23.5kg bag. And when he wasn't looking, went behind him to another older agent on the opposite side of the Elite Sky Priority desk who gladly checked the bag in without a word.

a simpeler sandwich than the adult version - that comes with salad - accompanied by some treats.

they serve it together with drinks while inflight !