Being KLM means never having to say you’re sorrymain
The morning after we posted Steven Isserlis’s harrowing account of his treatment by the KLM desk at Heathrow – they refused to recognise the ticket he had bought for his cello – we were bombarded on social media with adverts from KLM offering to fly us practically anywhere in the world. Dream on.
At this stage, our advice to fliers is: don’t go Dutch.
Despite admitting their Heathrow error, KLM have neither apologised to Steven nor refunded him. They told Slipped Disc they had been ‘in touch with the customer’, but that was PR flammery. They have done nothing.
Customer care at KLM is conspicuous by its omission.