Considering quitting FB and KLM: too arrogant

Old Jul 4, 15, 2:03 pm
  #1  
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Considering quitting FB and KLM: too arrogant

Last Thursday July 2nd, 2015 at 19.00 I was in the crown lounge at Schiphol airport. I had some time and as I already did in the past a few times, I went to FB desk to ask if it was possible to credit a few AZ flights that were not listed in my account.
The agent (a Dutch guy) was really unpleasent from the first minute, I just did not feel welcome at all and when he saw that I had a list of 6 or 7 flights to be recorded he became really annoying saying he couldn't waste the time to do all that work. I replide that I already went there in the past and the agents were normally helping me with the same request, however I smiled and agreed I would do that via the website, no problem.
He checked the first flight (to try to be helpful as he understood he was being not really customer friendly I think...) and made me feel cheap saying that I could not ask to get miles on such low fares. I replied I always buy the same fare and I always get them credited and we started a really tense discussion that went nowhere, he just wanted to be right and at a certain point he even offended me saying very arrogantly "all passingers understand but you seem not to understand anything".
We argued a little and then I just left saying thank you.
I was so pissed off that I thought "I am fed up"
My conclusion is that KLM is just not customer friendly, FB is a total mess to understand when flying Sky Team airlines and nobody's helping.
They change the rules without telling anybody and do whatever you want you just have to accept everything.
I am really fed up and want to quit flying KLM and get away from FB.
These people deserve to be left alone, arrogant people, unfriendly, I cannot stand you anymore!
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Old Jul 4, 15, 2:20 pm
  #2  
 
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And you think that other alliances don't have employees having a bad day? As you said yourself other agents have helped you in the past.
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Old Jul 4, 15, 2:27 pm
  #3  
 
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Originally Posted by mfkne View Post
And you think that other alliances don't have employees having a bad day? As you said yourself other agents have helped you in the past.
Exactly, it sounds like you yourself were having a bad hair day too, why wait until you had a ruck of flights to credit? Wasn't your FB number already assigned to the PNR/Tickets? Why hassle the lounge guys? Most of my AZ flights do not credit, I just put in a request by email.....
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Old Jul 4, 15, 2:33 pm
  #4  
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Originally Posted by RigpigMalta View Post
Exactly, it sounds like you yourself were having a bad hair day too, why wait until you had a ruck of flights to credit? Wasn't your FB number already assigned to the PNR/Tickets? Why hassle the lounge guys? Most of my AZ flights do not credit, I just put in a request by email.....
"Why hassle the lounge guys?" Seriously? Why not request that they do their jobs? The AMS KLM lounges seem to have desks specially for employees to help customers with FB issues. [These staff won't help people who aren't in the FB program on anything, not even the most minor request like adding a DL FF number to a KLM segment or checking on flight status, let alone IROPs rebookings.]
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Old Jul 4, 15, 11:51 pm
  #5  
 
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I'm Dutch and customer service isn't always in everybody's soul... You are definitely right that some of the Klm employees are outright rude, but please realize that many people that have a bad day don't express themselves very nuanced in a non-native language.

I had several moments that I wanted to leave FB and switch to other program (and did). These decisions rarely result in better situation. Especially as you seem to have some issues with the way the program works. Making an effort to at least understand the program is essential to knowing how to use the program and get the max benifit out of it. The fact that you need to credit miles is reason for me to think this (and the fact that you don't do it yourselves..- it's quite easy actually), I only credited miles for flights 2 times in past 8yrs and these were both with air Europa in early days..

At a point I mailed flying blue, explained that I had some difficulties, explained my flying profile and they were extremely helpful by calling me and explaining how to make the system work for me! I am very happy platinum member since April this year..

In short: if you won't make the effort to understand the game, you'll never be good at playing it.
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Old Jul 5, 15, 1:36 am
  #6  
 
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I was in the Crown Lounge a few months ago, and saw and listened to a customer being rude to the service agents, completely uncalled for.

I nipped out, went downstairs and bought a big box of chocolates from the shop, took them back upstairs and gave them to the desk girls and boys, with a statement that not ALL passengers are rude and uncaring, and thanked them for their service.

It doesn't take much !
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Old Jul 5, 15, 1:58 am
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It's usual FB miles are not accounted, but I do the request via website and their answer is quite fast. Normally I receive an answer on the same day and 2-3 days later miles are accounted. I only have to attach ticket and boarding pass. It's quite easy, and don't need to ask someone who are not willing to provide this service.
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Old Jul 5, 15, 3:11 am
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Originally Posted by tezzer View Post
I was in the Crown Lounge a few months ago, and saw and listened to a customer being rude to the service agents, completely uncalled for.

I nipped out, went downstairs and bought a big box of chocolates from the shop, took them back upstairs and gave them to the desk girls and boys, with a statement that not ALL passengers are rude and uncaring, and thanked them for their service.

It doesn't take much !
^
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Old Jul 5, 15, 4:40 am
  #9  
 
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Originally Posted by Derbex View Post
I am really fed up and want to quit flying KLM and get away from FB.
Let us know if, when and where you found much greener pastures elsewhere.

Ciao
U
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Old Jul 5, 15, 4:51 am
  #10  
 
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Originally Posted by MSPeconomist View Post
"Why hassle the lounge guys?" Seriously? Why not request that they do their jobs? The AMS KLM lounges seem to have desks specially for employees to help customers with FB issues. [These staff won't help people who aren't in the FB program on anything, not even the most minor request like adding a DL FF number to a KLM segment or checking on flight status, let alone IROPs rebookings.]
I guess I just let the system do the work for me, the crown lounge is usually so crowded why should i go in there and add to the multitude of demands they have to deal with on a daily basis....

I know you can throw back the customer service aspect but you can say that about every single thing in life outside of "Utopia" LoL
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Old Jul 5, 15, 5:50 am
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Everybody can have a bad day, and that's fine. Though I have to agree that the FB desk in AMS often gives me trouble too. More often than 'a bad day' would explain.

Pretty much the same experience as the OP. Trying to credit missed (non-AFKL) flights, while bringing the boarding passes. Especially when I do not have an AFKL-issued e-ticket that shows booking class (eg flights booked through an OTA) it seems to be difficult for them as they are unable to retrieve the details of past itineraries. Which they often try to blame on the customer, me, while the procedure says nothing about bringing an e-ticket. And even in Dutch some of these guys are not even close to be willing to work with you on such, and make that very clear in a less than polite way.

And I must say that I do not agree (at all) with the notion to just do this per email. Yes, that is an approach that one can use if one prefers email. But these FB guys are there specifically to handle these retro-credits (I cannot imagine they get many other requests). So it is their job, and they should have some grace in doing what they are paid for.

Last edited by Xandrios; Jul 5, 15 at 5:58 am
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Old Jul 5, 15, 6:32 am
  #12  
 
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Yes, I don't really agree with some of the anti OP sentiment encountered further upthread. Not everybody is a mileage expert and those people are there to help you. Don't agree with being rude to the staff either, that gets you nowhere.

But in defense of the online mileage retroclaim facility, I have found it to be the most efficient of all FFPs. And in my case it seems to have always made mistakes in my favour, such as getting credited the miles for the class I was op-upped to!!
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Old Jul 5, 15, 6:39 am
  #13  
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Every AZ flight I ever took was credited at the Crown Lounge FB Desk, I'm sure!
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Old Jul 5, 15, 7:22 am
  #14  
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It's very interesting for me to see your points of view. Thanks!
I am kind of surprised to see that some of you tend to blame me "the customer" and I am really trying to see your reasons for that, forcing me to see me from another perspective.
I do think that clients sometimes can be a pain, however I believe that the supplier can't afford to have a bad day, they should ALWASY smile and be nice (from their heart otherwise of course everybody would see it's fake right?).
We can all change somebody else's day with a true smile, with a nice word or with a box of chocolate but I believe within a business relation this is even more critical and I would say ESSENTIAL for the supplier, especially in a world full of competitors and where the relations with people are probably the strongest ways to make money.

Regarding this specific case and me "not knowing the rules of the game" please tell me how I could have known the following:
I often buy cheap Alitalia return flights LIN-AMS. The price is always the same 118€. The fare is "O" and I get 50% of the miles which is a good deal.
All of a sudden, the fare became "R" or "F" even if the price is always the same at 118€.
The fare "R" does not earn miles and the fare "F" is not even mentioned in the program.

When I buy the flight with Alitalia I have no possibility to know which fare I am buying. I do not see this information during the booking process, I do not receive this information with my booking and I cannot access this information retrieving the booking details online on Alitalia website. The only way to know the fare is to call Alitalia and ask them "which fare did I buy?".
I did not call Alitalia because I was under the impression that the fare was the same as other previous flights that I purchased at the same price (or even lower sometimes!). I just noticed that those flights were not credited to my account. This is how the whole research started.
Since it already happened that AZ flights were not credited and I got them credited at the crown lounge in AMS, I did that again as I already did in the past.
Nobody helped me to understand the whole story, I learned it by myself by arguing with this agent and then calling Alitalia and asking them about this fare.
From a "consumer" point of view, do you think this is right? Rules have changed, no miles anymore for me and I have to swallow this AFTER I have purchased and flown flights and nobody is able to explain me what happened.
For example Alitalia fare "F" is not mentioned anywhere. Why is FB taking the assumption that no miles are credited with this fare?
I am learning "how to play the game" at my own expenses and to be honest I not only have felt treated unfairly by the agent, I also feel CHEATED by FB.

I also agree that other programs might be the same and you know what I am thinking? I am thinking about Easy jet. I am starting to realize that the higher price paid with KLM, Airfrance or Alitalia is not worth the benefits that I get (apart from the rudeness which I get for free).
With the savings I would make flying low cost I could afford a restaurant at Schiphol instead of going to the busy lounge where sometimes you even have to stand (and do we want to talk about the food in the lounge?).
What are the other benefits? Miles? Come on, if you try to fly cheap miles are just a joke so let's not talk about miles (I am PLAT just because of segments flown). What more? 2 luggage? Business travelers do not need luggage, you know that. What's left? Priority boarding? Easy jet offers "Easy plus card" at €199 per year and you can select your seat (even first row), you can board first, you can take an extra carry on bag... so what is the difference? It's all in our mind, and they call it "platinum" but it means NOTHING.

Easy jet recently put a new flight LIN-AMS and the time is just PERFECT for me. Often on Fridays I want to take the 5pm flight with KLM but I seldom buy it because the price is 3 times what I normally pay. Easy jet put a flight at 16.45 at 35€.

And don't take me wrong.... I know that flying low cost is not always very nice but I do not feel "special" being PLAT in FB, I actually feel NOONE or I even feel like they do not like customers like me. They probably like wealthy people who fly business or first. All the rest is just Riffraff which they do not really need.....

I believe I already made up my mind 80% that I will soon switch to Easy jet and goodbye PLAT, all these fake benefits and especially those RUDE people!

Last edited by Derbex; Jul 5, 15 at 7:53 am
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Old Jul 5, 15, 8:54 am
  #15  
 
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Talking about rude people; Easyjet got their fare share too. However..

If there is a better alternative than flying KL/AZ, take it. The real winners are the ones choosing the cheapest option that suit them best. If EZ is cheaper, and has better/same departure times...I'd say go for it. The lost Plat status can be compensated by the lower price, allowing you to buy food/drinks/priority at the airport.

Tip: If you're flying that often out of Amsterdam, the Privium lounge may suit you: For a set price per year you'll get access to the best lounge at Schiphol.
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