I fly KLM twice a month, but only since 1997, so I can't comment on any "changes". However, I have found the cabin service to be more professional though less friendly than American lines, the cabins are cleaner. When making changes to my ticket by phone from Germany, (calls go to the Dutch service center) I was given the service person's direct line number and name, and was also able to switch from phone to fax when that became more convenient.