Worst travel experience of my life
I flew from Scotland to Spain with a connection at Amsterdam in early September. KLM lost my bag. It was a work trip and when I landed at 11pm local time my suitcase did not arrive. The woman at the baggage desk seemed annoyed with me for being obviously upset that my bag had been lost and was completely unhelpful. She also raised the PIR incorrectly, recording the wrong route. I had to take time out every day I was there to purchase replacement clothing and supplies while waiting for the suitcase to be delivered, which they advised would take maybe 2 days.
It’s been a month now, with no bag. I’ve tried every channel available to get my bag back. I spoke to the airport staff in Scotland when I arrived back home. I’ve spent hours on hold to get through to agents where the phone line cut out. I’ve sent emails that bounced or went unanswered, I’ve completed online forms, used the Live Chat and WhatsApp channels, and even emailed the exec office per the recommendations of Reddit users.
They’ve finally updated my delivery address, but the route is still wrong. I’ve submitted an expense claim for the ~440€ I had to spend on replacement clothing, feminine hygiene products and a replacement suitcase for the 5 days I was away, and they’ve processed my claim as completed and initiated a transfer for £97, despite every single purchase being itemised with receipts. They still haven’t found the bag or given me a substantive update.
The bag contained new clothing I’d bought for the climate and work events, an expensive skincare and makeup collection, hair straighteners and an electric toothbrush. I didn’t over pack. Things like my makeup collection will be difficult and expensive to replace. Some of my daily clothing is specialist and can’t be purchased at normal high street shops.
It is near impossible to get through to a human being, and the customer service has been utterly dire. This was an entirely avoidable situation - had the first person I spoke to actually done their job correctly. There is zero consideration for the customer. It almost feels like they lose bags on purpose so they can auction them off after 90 days to pay for what must be exorbitant costs for the claims logged for lost luggage.
I do not know what else to do. I am at my wits’ end and posting this mostly so I don’t go insane. I’ll never fly KLM again.