Great customer service by KLM!
Today | 5:57 am
#1
Original Poster
Join Date: Dec 2018
Posts: 67
Great customer service by KLM!
We usually post things when something goes wrong or we are not happy, but I make a point of it in life to also do the opposite.
Originally, I booked ZYR (Brussels South train station) to AMS , and AMS - SFO outbound & LAS - AMS - ZYR return, for our family of 4.
A week or so ago, KLM sent me a notification that our return segment AMS - ZYR was cancelled (no idea why they would cancel a train 2 months out, but also probably more of a Eurostar decision) and that I was rebooked on KL1707 AMS - BRU.
Im okay with either, but the problem now was that I had to get to ZYR for departure, park somewhere, and upon return at BRU the only option would have been a taxi since my car would still be at ZYR, since there are no trains when arriving at BRU.
Despite the flight outbound not being impacted, I decided to call (FB GOLD, Premium assistance line) and explain the situation. About 7 minutes later (that was including the wait time), I was rebooked on BRU - AMS on the outbound (KL1700) as well, and I can now park my car at the airport and avoid the hassle of taking a taxi close to midnight after an 18 hour travel day.
The lady on the phone was marvelous and understood my question immediately.
I love this kind of service, I know very well I was not entitled to this change but they got it done. These experiences will make me book KLAF in the future even when theyre a bit more expensive. I should make platinum by early next year and this confirms my feelings that Im doing the right thing entrusting them with my business.
Originally, I booked ZYR (Brussels South train station) to AMS , and AMS - SFO outbound & LAS - AMS - ZYR return, for our family of 4.
A week or so ago, KLM sent me a notification that our return segment AMS - ZYR was cancelled (no idea why they would cancel a train 2 months out, but also probably more of a Eurostar decision) and that I was rebooked on KL1707 AMS - BRU.
Im okay with either, but the problem now was that I had to get to ZYR for departure, park somewhere, and upon return at BRU the only option would have been a taxi since my car would still be at ZYR, since there are no trains when arriving at BRU.
Despite the flight outbound not being impacted, I decided to call (FB GOLD, Premium assistance line) and explain the situation. About 7 minutes later (that was including the wait time), I was rebooked on BRU - AMS on the outbound (KL1700) as well, and I can now park my car at the airport and avoid the hassle of taking a taxi close to midnight after an 18 hour travel day.
The lady on the phone was marvelous and understood my question immediately.
I love this kind of service, I know very well I was not entitled to this change but they got it done. These experiences will make me book KLAF in the future even when theyre a bit more expensive. I should make platinum by early next year and this confirms my feelings that Im doing the right thing entrusting them with my business.
