KLM A General Attitude And "Don't Care" Problem (?)
Jun 8, 2006, 2:23 pm
#1
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KLM A General Attitude And "Don't Care" Problem (?)
Today I had three hours transit in Schiphol so did like a bunny and hopped between all lounges.
All lounge attendants were bitter, unfriendly and it seemed their main goal was to turn people away.
Not having a card was a problem at the first (41) who refused to let me in claiming I was "merely economy" until I pointed out gold elite plus to which she replied "must be an error in system". I told her to verify which she refused then asked for the manager who came along and let me in. I even had the printed out statement from AF with status, however she claimed I had tempered that also.
I asked for the temporary FB card to be done, that seemed like an effort for them also. Once that done, the writing was unreadable and I encountered the same problems at lounge 52, even though they were more pleasant and redid the temporary card in a readable manner.
Contrary to AF earlier that morning who simply used their computer powers to print out an invitation for me without any problem (did not show any card, lady simply used her computer).
Why do the KLM AMS drhaagons think that only business class tickets gain access (not even caring to look at the rest of the boarding pass), whereas Air France can do the job just as well and in a way more friendly way.
All lounge attendants were bitter, unfriendly and it seemed their main goal was to turn people away.
Not having a card was a problem at the first (41) who refused to let me in claiming I was "merely economy" until I pointed out gold elite plus to which she replied "must be an error in system". I told her to verify which she refused then asked for the manager who came along and let me in. I even had the printed out statement from AF with status, however she claimed I had tempered that also.
I asked for the temporary FB card to be done, that seemed like an effort for them also. Once that done, the writing was unreadable and I encountered the same problems at lounge 52, even though they were more pleasant and redid the temporary card in a readable manner.
Contrary to AF earlier that morning who simply used their computer powers to print out an invitation for me without any problem (did not show any card, lady simply used her computer).
Why do the KLM AMS drhaagons think that only business class tickets gain access (not even caring to look at the rest of the boarding pass), whereas Air France can do the job just as well and in a way more friendly way.
Jun 8, 2006, 2:29 pm
#2
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"This is not possible."
RTS
RTS
Jun 8, 2006, 2:48 pm
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Now the second set of problems encountered a few days ago at Heathrow:
-Go to checkin at the time was Silver. I ask for priority tag for baggage to be put on, I am told that benefit is not allowed. Having a print off of elite benefits with me at all times, I show this to chicken agent who emits a "grrr" and puts one on not excusing herself.
-I then asked for fasttrack, which was refused also (by some lowly supervisor) who claimed that this is only for Gold (when I had gotten this multiple times before), didn't really mind in the end as there wasn't a queue.
HOWEVER and here is my main anger at KLM.
I go to ticket desk and present fully flexible tickets with Air France. I did this after phoning "AF Le club" hotline who told me that AF and KL are obliged to be able to do each others ticketing.
The lady there, told me "We are KLM not Air France", I told her about what the club had told me. To which she said, "well why should I care." It then escalated to her saying "Just don't fly KLM then, we don't need you. Neither do Air France. So just P*** off."
Her supervisor was equally as complacent, and genuinely didn't care. I have about 60 flights right now booked on AF/KL, which for the most part are fully flexible.
I find it quite sad that a major station like LHR does not train its employees to proper customer relations standards (ie not insulting them!).
-Go to checkin at the time was Silver. I ask for priority tag for baggage to be put on, I am told that benefit is not allowed. Having a print off of elite benefits with me at all times, I show this to chicken agent who emits a "grrr" and puts one on not excusing herself.
-I then asked for fasttrack, which was refused also (by some lowly supervisor) who claimed that this is only for Gold (when I had gotten this multiple times before), didn't really mind in the end as there wasn't a queue.
HOWEVER and here is my main anger at KLM.
I go to ticket desk and present fully flexible tickets with Air France. I did this after phoning "AF Le club" hotline who told me that AF and KL are obliged to be able to do each others ticketing.
The lady there, told me "We are KLM not Air France", I told her about what the club had told me. To which she said, "well why should I care." It then escalated to her saying "Just don't fly KLM then, we don't need you. Neither do Air France. So just P*** off."
Her supervisor was equally as complacent, and genuinely didn't care. I have about 60 flights right now booked on AF/KL, which for the most part are fully flexible.
I find it quite sad that a major station like LHR does not train its employees to proper customer relations standards (ie not insulting them!).
Jun 8, 2006, 3:05 pm
#5
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Originally Posted by GVA
Not having a card was a problem at the first (41) who refused to let me in claiming I was "merely economy" until I pointed out gold elite plus to which she replied "must be an error in system". I told her to verify which she refused then asked for the manager who came along and let me in. I even had the printed out statement from AF with status, however she claimed I had tempered that also.
I asked for the temporary FB card to be done, that seemed like an effort for them also. Once that done, the writing was unreadable and I encountered the same problems at lounge 52, even though they were more pleasant and redid the temporary card in a readable manner.
I asked for the temporary FB card to be done, that seemed like an effort for them also. Once that done, the writing was unreadable and I encountered the same problems at lounge 52, even though they were more pleasant and redid the temporary card in a readable manner.
Jun 8, 2006, 3:06 pm
#6
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fast track for elites at LHR?
Originally Posted by GVA
-I then asked for fasttrack, which was refused also (by some lowly supervisor) who claimed that this is only for Gold (when I had gotten this multiple times before), didn't really mind in the end as there wasn't a queue.
(I've got that upcoming trip where I want to spend as little time as at all possible at that airport...)
Jun 8, 2006, 4:04 pm
#7
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Don't get me started on KL ground crew ...
I had an AMS-CDG-USA (somewhere) flight and while at the gate for the CDG flight (KL metal) there appeared to be a mechanical problem. With me wanting to make my connecting flight at CDG I asked to be put on the next AF flight (about an hour later). The lady at the gate told me to quit bothering her and go to the transfer desk (we were at the end of the B pier, so that's over 10 minutes each way), while the AF flight was going to leave at the adjacent gate. "Not possible sir!" (no apologies, not even when announcing the delay)
Gate agents at all airports are able to do just as much (I suspect even more) with regards to ticketing as transfer desk agents. So I reminded her politely that I was not a tranferring passenger, and she replied "no, but I am not going to do this for you".
I walked to the adjacent gate where I was indeed helped out.
I don't expect anyone at any airline to just do whatever I ask, certainly not. But the attitude some agents have just ticks me off.
Rant over.
I had an AMS-CDG-USA (somewhere) flight and while at the gate for the CDG flight (KL metal) there appeared to be a mechanical problem. With me wanting to make my connecting flight at CDG I asked to be put on the next AF flight (about an hour later). The lady at the gate told me to quit bothering her and go to the transfer desk (we were at the end of the B pier, so that's over 10 minutes each way), while the AF flight was going to leave at the adjacent gate. "Not possible sir!" (no apologies, not even when announcing the delay)
Gate agents at all airports are able to do just as much (I suspect even more) with regards to ticketing as transfer desk agents. So I reminded her politely that I was not a tranferring passenger, and she replied "no, but I am not going to do this for you".
I walked to the adjacent gate where I was indeed helped out.
I don't expect anyone at any airline to just do whatever I ask, certainly not. But the attitude some agents have just ticks me off.
Rant over.
Jun 8, 2006, 5:07 pm
#8
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Originally Posted by tlr
Can anyone else elaborate on this one? Is there indeed a fast track through security available at Heathrow for Golds upward? How reliably is it granted?
(I've got that upcoming trip where I want to spend as little time as at all possible at that airport...)
(I've got that upcoming trip where I want to spend as little time as at all possible at that airport...)
They normally conveniently "forget" it, but asking kindly will get it. If you are Gold (or they might make up 'rules' on the day)
Jun 9, 2006, 2:02 am
#9
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Originally Posted by tlr
Can anyone else elaborate on this one? Is there indeed a fast track through security available at Heathrow for Golds upward? How reliably is it granted?
(I've got that upcoming trip where I want to spend as little time as at all possible at that airport...)
(I've got that upcoming trip where I want to spend as little time as at all possible at that airport...)
I could be mistaken as I try to avoid LHR as much as possible.
As far as I know, the FastTrack is a service provided by the Airport at a fee and is intended for Business/First passengers, not Frequent Flyers in Economy.
You will notice that when you book business class (or Europe Select on KL), the airport tax at LHR are slightly higher than when you are in Economy.
If airlines therefore allow you to go through FastTrack with a Y-ticket, they are absorbing the additional cost because those invites are billed.
Not sure what the official KL policy is on this one.
Jun 9, 2006, 2:46 am
#10
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Originally Posted by jetfan
I could be mistaken as I try to avoid LHR as much as possible.
As far as I know, the FastTrack is a service provided by the Airport at a fee and is intended for Business/First passengers, not Frequent Flyers in Economy.
As far as I know, the FastTrack is a service provided by the Airport at a fee and is intended for Business/First passengers, not Frequent Flyers in Economy.
However, this was nearly four years ago (KLM pulled out of STN in October 2002) so things may well have changed in the meantime.
Jun 9, 2006, 3:30 am
#11
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Originally Posted by Maurits
I had an AMS-CDG-USA (somewhere) flight and while at the gate for the CDG flight (KL metal) there appeared to be a mechanical problem. With me wanting to make my connecting flight at CDG I asked to be put on the next AF flight (about an hour later). The lady at the gate told me to quit bothering her and go to the transfer desk (we were at the end of the B pier, so that's over 10 minutes each way), while the AF flight was going to leave at the adjacent gate. "Not possible sir!" (no apologies, not even when announcing the delay)
Gate agents at all airports are able to do just as much (I suspect even more) with regards to ticketing as transfer desk agents. So I reminded her politely that I was not a tranferring passenger, and she replied "no, but I am not going to do this for you".
Gate agents at all airports are able to do just as much (I suspect even more) with regards to ticketing as transfer desk agents. So I reminded her politely that I was not a tranferring passenger, and she replied "no, but I am not going to do this for you".
Jun 9, 2006, 12:21 pm
#12
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Originally Posted by tlr
Can anyone else elaborate on this one? Is there indeed a fast track through security available at Heathrow for Golds upward? How reliably is it granted?
(I've got that upcoming trip where I want to spend as little time as at all possible at that airport...)
(I've got that upcoming trip where I want to spend as little time as at all possible at that airport...)
Jun 9, 2006, 3:14 pm
#13
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Originally Posted by Aviatrix
KLM frequent flyers were always given Fast Track stickers at STN back in the good old days. STN is run by BAA (i.e., the same company that runs LHR), so I would suspect that arrangements would be the same for both airports.
However, this was nearly four years ago (KLM pulled out of STN in October 2002) so things may well have changed in the meantime.
However, this was nearly four years ago (KLM pulled out of STN in October 2002) so things may well have changed in the meantime.
Jun 10, 2006, 7:19 am
#14
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Originally Posted by Aviatrix
KLM frequent flyers were always given Fast Track stickers at STN back in the good old days. STN is run by BAA (i.e., the same company that runs LHR), so I would suspect that arrangements would be the same for both airports.
Jun 10, 2006, 10:04 am
#15
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Originally Posted by frankvb
AFAIK KLM has an agreement with BAA that allows use of fast track by elite pax travelling in economy (Silver included). Unlike BA which specifically only allows C/F pax to go through there.