So true !

But my favourite line was from an agent who downright told me that there has never been such a promotion...

I told him to have the KLM Newsletter right in front of me and that I can fax it right over to him...

He told me ( I am not kidding ) that he has no fax !! ( he later explained that he had no fax at his desk, only a general one for all agents and that it would not be guaranteed that it would be processe from the same department... )

However that said a lot...

But as pointed out by beaubo earlier in this thread, the training of KLM lacks big time, so one should blame KLM for poor training, not the agents who are left alone with inefficient systems, however they should realise that as well and seek some more upgrades and training