KLM terrible customer service & lost baggage

kgldsun

I am losing the will to live. It is now ten days since I flew Cuba home to Manchester. I completed a ‘Property irregularity Form’ which is getting me nowhere.
Each time I telephone Paris, Prague and god knows where else I am directed, I am told a mountain of conflicting stories. It is in Havana, Amsterdam, rerouted, investigating its whereabouts and declared missing.
What a customer service. All I want back is my bright pink suitcase.
What do others do in this situation?
My travel insurance (Nat West) does not cover for emergency supplies homeward bound, and all receipts to the Montreal convention route have been ignored.
Any advice, greatly appreciated.

bagand96

Have you tried the WorldTracer tool linked from the KLM website? https://wtrweb.worldtracer.aero/WTRInternet/wtwflowinternet.do?_flowExecutionKey=_cC5A3C36C-33B4-9810-80A4-82684926CAF1_kED31FF33-C069-4A25-0A00-75DC174852AA

KLM site that says after 3 days once you log in there will be another form to fill out. Not sure if it will help at all, and you might have already done it.

kgldsun

I’ve had no offers of any other forms and contact ceased until I put a post on KLM Facebook. It appears now they are stepping up to the mark.
Hopefully! I am though still losing the will to live with customer service.

eDicky

In the past I've occasionally had to manually blag my way into into baggage holding areas to search for missing bags when the system obviously wasn't producing a result, and locate it there myself.

One such quest was at Amsterdam Schiphol, where your bag could well be, if not at Havana or Manchester. The office staff told me to feel free to look around for it among several huge heaps and trolleys full of luggage and stinking catacombs of corridors and rooms piled high with literally thousands of bags. Although the system variously reported it to be in Heathrow, Bogota or Miami I found the fugitive there in one of the heaps.

But usually delayed and misplaced bags are traced correctly and delivered within a few days, hopefully this will be the case with yours. The holiday season may be slowing things down. A trip to Manchester airport might produce a result if it doesn't show up soon.

Ballard

Bags do go missing but you’d expect the airline to pull out all the stops to get it back to you so I wish you well. Make a nuisance of yourself.

I’ve had two bags go astray over the years. One was on the way home from Tel Aviv and it arrived a couple of days later. The other was on my way to Vientiane. In that case I had to get a rickshaw back to the airport the next day whereupon I was shown into a room and told to find my case.

The trip back to and from that airport was surreal as a Chinese dignitary was due so the road was lined with children waving flags at me all the way.

kgldsun

Your reply brought a smile to my face. It’s been eleven days now, and I so need my belongings that money cannot replace due to age etc.
Oh boy am I making a nuisance of myself. ����

photome

Thats really frustrating.


KLM lost my bag once, but it as delivered to my house the next day


good luck, it may be that they cant find it and are giving you the run around


your travel or home insurance should give you some form of cover for missing baggage

eDicky

Ballard wrote: »

The other was on my way to Vientiane. In that case I had to get a rickshaw back to the airport the next day whereupon I was shown into a room and told to find my case.

I did the same thing at the old Bangkok airport many years ago, when I was told that my case had not arrived. I immediately spotted it amongst a huge collection of bags, from the far end of the hall when I entered.