Upgrades and faulty functioning of website:
May 26, 2012 | 12:32 am
#1
Original Poster
Join Date: Jun 2009
Location: netherlands
Posts: 3
Upgrades and faulty functioning of website:
Hi all,
On AMS-ARN, as well as RN-AMS (tomorrow), upgrades to business class were offered during online check-in. As FB Ivory member, both lounge access and some more comfort during the flight (legroom row 1, free middle seat), was/is appealing and the price/benefit ratio acceptable.
In this current era where KLM wants/has to generate additional money from pax in order to overcome financial problems at KLM/AF a minimum requirement is that for pax lured into upgrading the environment where this transaction is finally completed works adequately. However, both in & outbound, the website works fine until it comes to paying for the upgrade: some nonsense error message with respect to the entry of email address (too many characters):
Er is een fout opgetreden:
Passagier {0}: Veld {1} bevat teveel karakters. Dit moet worden teruggebracht tot minder dan {2} karakters.
This message occurs both on the mobile app and the KLM-website, and while using different browsers. I called customer service initially, but nothing cold be done over the phone (it's a online offer), which is not unreasonable. What is more annoying is that nothing has changed, as the problem still exists 4 days later. As it seems unlikely that KLM chooses to disallow upgrading for individual pax selectively
KLM probably looses money in this way as pax give up: not in the interest of the company I would say.
I'm curious whether I am the only one having this experience?
On AMS-ARN, as well as RN-AMS (tomorrow), upgrades to business class were offered during online check-in. As FB Ivory member, both lounge access and some more comfort during the flight (legroom row 1, free middle seat), was/is appealing and the price/benefit ratio acceptable.
In this current era where KLM wants/has to generate additional money from pax in order to overcome financial problems at KLM/AF a minimum requirement is that for pax lured into upgrading the environment where this transaction is finally completed works adequately. However, both in & outbound, the website works fine until it comes to paying for the upgrade: some nonsense error message with respect to the entry of email address (too many characters):
Er is een fout opgetreden:
Passagier {0}: Veld {1} bevat teveel karakters. Dit moet worden teruggebracht tot minder dan {2} karakters.
This message occurs both on the mobile app and the KLM-website, and while using different browsers. I called customer service initially, but nothing cold be done over the phone (it's a online offer), which is not unreasonable. What is more annoying is that nothing has changed, as the problem still exists 4 days later. As it seems unlikely that KLM chooses to disallow upgrading for individual pax selectively
KLM probably looses money in this way as pax give up: not in the interest of the company I would say.I'm curious whether I am the only one having this experience?
May 27, 2012 | 12:30 am
#4
Original Poster
Join Date: Jun 2009
Location: netherlands
Posts: 3
139,- which was imo ok; i was able to do it it at the airport on the inbound flight. However, the main objective for sharing was (and is) that the klm-web environment/app doesn't work, which in general doesn't really help KLM/AF
May 27, 2012 | 2:40 am
#5
Join Date: Jan 2012
Location: Cardiff, Wales, United Kingdom
Programs: KLM Flying Blue, Singapore Airlines Kris Flyer, British Airways Executive Club
Posts: 109
We had similar problem in March this year. On my outbound flight (AMS to Osaka), we had the option of upgrading our seats from economy comfort to WBC when we did the online check-in. Everything went well except the last part - payment page. My partner had to call KLM twice to rectify the problem.
On our return flight to AMS, we were offered for an upgrade again. We took the offer and had no problem with the website this time.
I have always use KLM website to make booking on their flights and generally have no problem if it is a direct booking.
The only other time that I had a problem was when I tried to use a KLM gift card as a part-payment for my flight to KUL.
It happened quite a while ago so can't remember the exact detail - On my first attempt, the booking was confirmed (got the email but it says that I still have to complete the payment via phone because of my giftcard credit). So rang KLM but they struggled to process the gift card payment. So they had to cancel the booking altogether and do a new second booking over the phone (it was good that they didn't charge any extra fee for telephone booking).
On our return flight to AMS, we were offered for an upgrade again. We took the offer and had no problem with the website this time.
I have always use KLM website to make booking on their flights and generally have no problem if it is a direct booking.
The only other time that I had a problem was when I tried to use a KLM gift card as a part-payment for my flight to KUL.
It happened quite a while ago so can't remember the exact detail - On my first attempt, the booking was confirmed (got the email but it says that I still have to complete the payment via phone because of my giftcard credit). So rang KLM but they struggled to process the gift card payment. So they had to cancel the booking altogether and do a new second booking over the phone (it was good that they didn't charge any extra fee for telephone booking).
