I’m fired up and there is no one around to vent to….
By 
dad2twins on Sep 13, 2007 in Did I ask for your advice?, Farty Pants Twins, Warnings, What was I thinking?
Julia and the Farty Pants Twins are in Germany. Here is a picture of them arriving in Hamburg, Germany. Julia’s hometown. Yes, they made it. And what an adventure it was. She called me last night to tell me they arrived and the girls slept most of the way, so it went pretty easy. At least until Amsterdam. Then the fun began. Well, actually, let me back up. The fun actually began when we arrived at San Francisco Int’l Airport. The girls flew Northwest/KLM to Amsterdam. When we were in line to see if we could get bulkhead, we were informed that the 3:00PM flight was delayed until 9:30PM. Something about the plane being delayed on its flight to SFO. Of course, I asked if that was the only plane KLM had. They didn’t answer me. We then got our bulkhead for the girls and they also handed us $35 in meal vouchers for dinner while we waited. We grabbed lunch and then decided to head back out to my Mom’s house. About an hour from SFO. We went down there and hung out until about 5Pm and then headed back to SFO. At this point we decided to ask Northwest/KLM about the connection that the girls were going to miss to Hamburg. Northwest/KLM didn’t seem to care to help us at this point. They said they would work on that when she got to Amsterdam.
So off they went at 9:30PM. The next morning I called Northwest and KLM to see if I could make the arrangements for Julia for her flight to Hamburg. Northwest said I should call KLM. Since it was international. So I called KLM and asked them if they could have someone meet her at the gate to help her since she was traveling with the girls alone. And do you know what I was told?
Customer service lady on phone: “Wow that sucks for her sir But we can’t help you. Do you really think your wife is the first person to travel alone with twin toddlers?”
I sat stunned. Then I said. “No I don’t. But I was hoping you could help.”
She says; “If I could help you, I would have 10 minutes ago when you first asked me. You have to understand that in Europe, they do things differently.”
I said, It has nothing to do with Europe. It has to do with customer service. I mean you have a computer that can tell me the flight information. Can’t you have someone in Amsterdam provide the arrangements to my wife when she gets off the plane?
Then I realized it was hopeless with this lady. I asked if I could be transferred to the gate people in Amsterdam at KLM and she said “No” I asked her name and she said “I don’t have to tell you.” I asked for her Supervisor and she said “No. I don’t have to do that”.
At this point I hung up on her. I was pissed. So I have decided to do something about this. If anyone out there wants to flu KLM. Don’t. Not until I get an apology from KLM for there CUSTOMER SERVICE REPS APPALLING BEHAVIOR. I am on a mission to get this person some customer service counseling.
So, as I said, Julia called last night to tell me she arrived. I told her about the events of the day and she told me the flight attendants on the plane were great and helped her. They also gave her $600 in travel vouchers on KLM. I said great. But that doesn’t mean I’m done with this. I’m posting the names of all of the executive from KLM below. If you fly KLM or have flown KLM and you too were unhappy. Feel free to call them and give them a piece of your mind as well. Tell them Dad2twins sent you.
Thanks.
KLM Information:
Phone: +31-20-649-9123
Chairman, Supervisory Board Kornelis J. (Kees) Storm
Acting CEO (Named CEO effective July 5, 2007) Peter F. Hartman
President and CEO (Stepping down effective July 5, 2007) Leo M. van Wijk
Managing Director, Air France KLM Cees van Woudenberg
CFO: Frederic Gagey
SVP, Corporate Communications: Peter Elbers
SVP, Marketing and Brand: Bart Vos
VP, Revenue Management, KLM Northwest: Barry ter Voert
VP, Revenue Management Martin van der Zee
Secretary Barbara C.P. van Koppen
Northwest Phone: 612-726-2111
President, CEO, and Director Douglas M. (Doug) Steenland
EVP, Operations Andrew C. (Andy) Roberts
EVP and CFO David M. (Dave) Davis
SVP and CIO Theresa Wise
EVP Strategy and International; CEO, Regional Airlines Neal S. Cohen
EVP, Marketing and Distribution, Northwest J. Timothy (Tim) Griffin
SVP, Technical Operations Kris Bauer
SVP, Human Resources and Labor Relations Michael J. (Mike) Becker
VP, Reservation Sales and Services Perry Cantarutti
VP, Customer Service, MSP William P. Lentsch
| 2.9 |
Oh. My. Goodness.
I am speechless.
It’s just appalling how awful people can behave.
Situations like this, which seem to be the norm these days, are what keep us from flying to Dublin (or anywhere else).
Melissa R. Garrett | Sep 13, 2007 | Reply
WOW! Customer service had really gone down hill. That woman was beyond ridiculous. It’s nice to know their customer service people are in the business of pushing customer’s away.
Christine | Sep 13, 2007 | Reply
Yay, J & FPT! Boo, sucky-ass airlines!
Becky | Sep 13, 2007 | Reply
I had a similar experience with United when my uncle died and one “B” would not let me on the flight. I missed my uncle’s funeral, and United missed ANY future business from me or my family. Sorry they were turds to you. Ask for their name and id number before you start talking to them. It will make them more likely to help you. ;o) Hope your flight over is better!
Cindy | Sep 13, 2007 | Reply
You might even get someone at Northwest to help track the b*tch down. I would hope that they’d be more helpful.
Darren | Sep 13, 2007 | Reply
Unbelievable. Rrrrrgh! You’re being pretty calm — I’d have hunted her down already and hung her on the tarmack as an example for all who even THINK it’s funny to fuck with parents!
Mama's Moon | Sep 17, 2007 | Reply
This is a very specific Dutch issue.
Customer Service in the Netherlands is non-existant and take any of the state or semi-state bodies as the worst examples of this.
It stems from two aspects of Dutch culture, the population and their ‘tolerence’.
It’s a tiny country with a huge population and therefore application of the rules to the letter of the law is paramount to avoid chaos. Unfortunately, good manners and decency often suffer as a result.
Their ‘tolerence’ is an interesting aspect, in Holland you can do what you want as long as you don’t bother your neighbour. This comes at a price, a somewhat chilly society where no one asks for, nor receives help.
As a foreigner living in the Netherlands this lack of customer service has driven me demented at times over the last 6.5 years, so you have my utmost sympathy.
If you get ANY satisfaction from KLM I will gladly buy you guys a beer, but from experience, my money’s staying right where it is.
Sorry again on behalf of my adopted homeland, & Good Luck !
Xbox4NappyRash | Sep 19, 2007 | Reply