KLM : a Colored Perspective?
 

"Abuse By KLM Airlines…Not So Royal"

"The boarding gate during boarding in Amsterdam looks as if a pack of wolves are chasing an antelope, fighting to grab the last meal with no control at the boarding gate by the attendants. The body language, facial expressions, and uttered screaming words by KLM attendants only may imply “these are animals”

"each passenger is limited to one newspaper. An attendant who stood at the gate refused to allow me to take one each of the newspapers (Financial Times, US News) on board. [...] His argument was that there were not enough newspapers to go around and besides many passengers collect the newspapers for sale in Ghana"

"attendants sometimes refuse serving alcohol because most Ghanaians don’t consume the tot bottles of wine or beer but take it off the aircraft for sale"

etc. etc.

Source

johan

Thanks for the interesting link, Johan.A seldomly read source, but nevertheless full of good points worth a discussion, imo !

Sadfully I have to understand that even in this day and age racism is still a factor in many societies around the globe and it is still shocking to read such a column.On the other hand the frequent ( KLM ) traveller knows how disrespectful many KLM agents are at Schiphol, but unfortunately to any pax, not only to certain ethnical groups.

Beside that I am pretty sure that the Netherlands have far less problems with racism than Germany for example, but I still fear that the author is right with some remarks that a black person has to deal with such comments more often than a white person.

Unfortunately a certain percentage of society is still in favour of extreme right wing political opinions and those people are certainly represented in the airline business as well.It is sad enough, but I would hesitate to generally blame KLM staff of racism.

Beside that let me add some more general comments about KLM and the competition the author mentioned.As pointed out a couple of times, I actually only fly KL/NW and LH/UA regularly with the odd feeder flight on Mesaba or Eurowings rounding up my flight pattern, so I am able to comment on the service levels of those airlines only.Based on my experience the differences are more or less non existent anymore, all airlines have cut back everything they could and while I tend to critisize KLM meals in WBC from time to time, I have to say that the new lunch/breakfast box concept is superior to the competition in international Y to mention one point.On the other hand many other aspects are inferior, especially the boarding process for many ( full ) flights ex Schiphol.

As many posters here pointed out multiple times, KLM service has been inconsistent over the last years and many, especially asian airlines, have closed the ( service ) gap pretty fast, certainly some airlines surpassed KLM easily with their service standards.I agree with the author here, however one cannot blame KLM for getting the most out of a certain market, let it be Ghana or DTW or maybe even DUS, all airlines are doing the same and are happy to do so....

There isn't an Asian airline I have flown on that isn't streets ahead of European and North American airlines for standard of service. They are quite simply in a different class.

However, I did experience BD in C (aka 'The Business') last week for the first time from ORD-MAN and I have to say it restored my faith somewhat. The service was fantastic and the food was the best I have had in any class on any airline. I would highly recommend them.

I agree the BMI product in biz on the America - Manchester route is fantastic and puts KLM to shame in everyway. The best thing forme was the chef who will make you a bacon butty with HP sauce

Is that English or Danish bacon....streaky or best back ? And the bread....Tesco value ?

I flew this BD ORD-MAN route in Y two years ago when it was relatively new and it was outstanding (considering it was Y). Best economy class I've ever been in internationally, but I've never been on an asian airline. I left with a good impression of bmi but I haven't flown them since due to circumstance.

It Has Happened To me
 

I grew up in Ghana, have family there, and have experienced some the things mentioned in that article whenever I go visit about once a year. Most recent example was two months ago. Left the US on KLM with no problem with my hand luggage.

In Amsterdam, get major hassled before boarding. Hand luggage was weighed (eventually I was allowed to board with it). I am KL PE, and they did not board elites separately. Whole place felt like a cattle call.

I experienced the newspaper issue in Accra on my way back to AMS. I ultimately took two papers and told off the guy.

My seats were also double-assigned, and I ended up with an operational upgrade to C class

Point is my status gave me no play in AMS, and I embarassed them in Accra by calling his bluff. Am i going to sell papers in Holland?

Main point is, the staff consider the route an imposition, and hate dealing with Ghanaians, even though the plane is probably always full both ways.

I am otherwise fine with KL, Helpless Desk and all.

KLM response
 

KLM's response does reveal a sense of humor :

"The Acromyn MESABA is not known to KLM"

"Swiss International seized operations"

:D :D

johan

Are you sure that it is a 'genuine' KLM response ? It just seems to me to be not very good English and somehow does not convey a very good, professional answer to me.

OTOH, do you think KLM Ghana is staffed with native speakers?

Sure...but I still have my suspicions.............

Danish best back with no fat on Warburtons medium sliced white

Quite a shocking link if you ask me.
But also a bit out of proportion too. Airlines, like all companies, are built on people (employees) and thus people's behaviour. This is not always consistent of course. It just takes an unruly few to ruin a company's reputation. Sadly, I add. The comments on making money, well, which company isn't trying that? I guess that's a basic necessity to keeping a company out of the red. If you have a competitive advantage of course you will ask a premium. Basic micro economics.

English is commonly spoken in Ghana, I have found, particularly among the staff of international businesses.

Perhaps it hearkens back to colonial days?