How to complain to KLM?
#1
Original Poster
Join Date: Nov 2011
Programs: FlyingBlue Plat
Posts: 499
How to complain to KLM?
A simple question - is there an e-mail address one can use to e-mail KLM customer care with a complaint? Their web forms are broken, after clicking the "submit" button, one gets an error message and request to try again.
The Facebook team took 8 hours to post me a link to the above-mentioned form, although I have clearly said the form is broken in my initial post.
And the customer care call center - I've been on the line for 12 minutes, having been periodically reminded that I am the next on the line, but nobody picked up....
Frustrating!
The Facebook team took 8 hours to post me a link to the above-mentioned form, although I have clearly said the form is broken in my initial post.
And the customer care call center - I've been on the line for 12 minutes, having been periodically reminded that I am the next on the line, but nobody picked up....
Frustrating!
#2
FlyerTalk Evangelist
Join Date: Mar 2008
Location: Netherlands
Programs: KL Platinum; A3 Gold
Posts: 28,694
The form works fine for me
Have you tried submitting the form using a different computer or browser?
They don't seem to have an email address for customer contacts anymore - presumably because the form is better at ensuring all the relevant details are included.
Have you tried submitting the form using a different computer or browser?
They don't seem to have an email address for customer contacts anymore - presumably because the form is better at ensuring all the relevant details are included.
#3
Original Poster
Join Date: Nov 2011
Programs: FlyingBlue Plat
Posts: 499
I tried four computers with 4 different browsers on 3 different networks (incl one in Crown Lounge) - all lead to the same error message. Maybe it's just something with the particular combination of subjects I pick?
#4
Moderator: Aegean Miles+Bonus
Join Date: Oct 2009
Location: AMS / ATH
Programs: AFKL Plat, A3 Gold
Posts: 7,333
I have had issues in the past too, but I believe it had to do with not all fields being filled out, or, one field containing an incorrect format (eg flightnumber 'KL1234' instead of '1234', and so on). I would double check/play around with the format of the various fields
#5
Join Date: Oct 2002
Location: UK
Posts: 7,560
I had the exact same issue as the OP... and I think I may have some idea of what the problem may be. I think (in fact I'm almost sure now) the the issue is with pasted text.
I wrote a long message to KLM while on a flight. When I was on the ground I tried to submit the message by pasting it into the webform... and got the error message that the OP got, telling me to try again later. I tried several times, no luck. (And every time I tried I had to complete all the details again as everything had been wiped)
I then submitted a test message via the form - i.e., by typing something straight into the form... and it got through without any problems. Tried my saved message again - got an error message again.
The problem won't have been due to not all fields being completed... I actually omitted to complete one of the fields when I was submitting the test message, and I got an error message telling me which field I hadn't completed, and an opportunity to just complete the missing field without having to redo the whole form.
ok986, can you please confirm whether or not you did the same thing I did, i.e., copy the message into the form rather than typing it in?
I wrote a long message to KLM while on a flight. When I was on the ground I tried to submit the message by pasting it into the webform... and got the error message that the OP got, telling me to try again later. I tried several times, no luck. (And every time I tried I had to complete all the details again as everything had been wiped)
I then submitted a test message via the form - i.e., by typing something straight into the form... and it got through without any problems. Tried my saved message again - got an error message again.
The problem won't have been due to not all fields being completed... I actually omitted to complete one of the fields when I was submitting the test message, and I got an error message telling me which field I hadn't completed, and an opportunity to just complete the missing field without having to redo the whole form.
ok986, can you please confirm whether or not you did the same thing I did, i.e., copy the message into the form rather than typing it in?
Last edited by Aviatrix; Sep 21, 2014 at 11:37 am
#7
Join Date: Oct 2002
Location: UK
Posts: 7,560
Finally got to the bottom of it!
After sending several more test messages - and probably annoying the hell out of the customer service team - I have finally got to the bottom of the problem:
The KLM webform cannot cope with quotes.
If you put quotes in your text the whole thing falls over.
Was someone trying to tell me recently that klm.com is NOT buggy??!!
The KLM webform cannot cope with quotes.
If you put quotes in your text the whole thing falls over.
Was someone trying to tell me recently that klm.com is NOT buggy??!!
#8
Original Poster
Join Date: Nov 2011
Programs: FlyingBlue Plat
Posts: 499
Yes, I had plenty of quotes in my complaint, because I complained about verbal abuse by KLM staff (with a hindsight, it'll be a fantastic story to tell at dinner parties - when I voiced dissatisfaction with rerouting after being offloaded from a flight, I was told I was "helemaal apart" and "echt vervallend")
But the bottom line is - yes, many quotes!
But the bottom line is - yes, many quotes!
#9
Join Date: Oct 2002
Location: UK
Posts: 7,560
Any chance of sharing the story with us??!!
As for submitting the form - apostrophes/single quotes DO work, so if you do a bulk find-and-replace and replace all instances of this
"
by this
'
then it should hopefully go through.
As for submitting the form - apostrophes/single quotes DO work, so if you do a bulk find-and-replace and replace all instances of this
"
by this
'
then it should hopefully go through.
#11
FlyerTalk Evangelist
Join Date: Oct 2000
Posts: 14,352
#12
Original Poster
Join Date: Nov 2011
Programs: FlyingBlue Plat
Posts: 499
#13
Join Date: Nov 2005
Programs: BA, AA, FB
Posts: 556
Either because many Dutch names are difficult to pronounce for, or because they can come across as somewhat strange to non-native speakers?