erosion:

* free award tickets eliminated and replaced with copy of Dutch Air Miles "miles & money" scheme of bogus fees and taxes; existing miles became severely devalued overnight

* miles continue to be made worth less due to continuing increases in redemption levels (e.g. Europe 123 - N. America C class, from 80K to 90K miles plus above mentioned extortionate fees)

* quality of wines on board is much reduced and advertised wines are often not on board

* finger pointing: 1.website help desk & 2.phone reservations & 3. FB FF program are all treated internally as if they are separate companies: the customer is stuck in the middle and treated poorly. (just try to buy a ticket on klm.com with a 100% earning fare class and a travel voucher - you will enter a twilight zone of dysfunctional company communication,personnel incompetence, unwillingness to serve, ...)

* KLM staff have become quite blatant in their use and particularly abuse of company travel privileges to the point that paying customers risk losing their seats printed on their BP, choice of food or beverage, peaceful cabin, chance of fair or attentive service, chance of op-up, etc.

improvement:

* ability to book award travel more easily on AF where business class is still slightly above minimum industry thresholds of acceptability

* darker shade of blue of KL livery introduced in the 90's looks somewhat nicer than the Korean Air style lighter shade of blue

* FB program encourages frequent flyers to fly other airlines therefore weaning once loyal, exclusive KL travellers from KL and introducing them to new, more attractive options