How different experiences can be:
- I hardly fly direct, most of the time connecting in AMS, connections are occasionally tight and so I have had numerous times when luggage did not arrive on time. I do get the package offered and I have claimed expenses a few times (officially under 100 euros/dollars, I forgot). My luggage has always been delivered to my door, except in countries were security regulations at aiports prevent this (eg, happened to me in Addis Ababa, Entebbe, and Damascus).
- It is at times when things go wrong, I value being a Platinum member with KLM/AF. I have been rebooked on flights that were over-sold, I have been upgraded to C from Ams to Rome when missing a connection because of weather, technical problem, etc. And on most occassions the purser came to me during breakfast to inform me that I was already rebooked on the next flight, which really helped reducing the "I have missed my connection" stress upon arrival at the airport. I have been twice delayed on KQ flights with almost full capacity on the next flights to my end destination. Both times I was the first that got one of the last final seats on the next flight because of my status.
- I find the FAs very friendly. In every job, there are good and not so good employees and I have had the occassional grumpy ones, but overall they return a smile with a smile and give good service.

When I just joined this forum I was surprised about the negativity and even stopped reading/responding to posts. At that time I wrote that I had the feeling there were two KLMs out there.

Am I happy with the changes in the FB program? No and I can see that especially for Gold members these provide incentives to take their business somewhere else.