Airline passenger service commitment

We are committed to providing the best, most reliable service to our passengers. This promise has been formalized in the European Airline Passenger Service Commitment. KLM and other signatories pledge to deliver defined standards of service to passengers. Click here to read the 14 basic services defined in the Passenger Service Commitment. 

At KLM, we have always provided these basic services in line with our four core concepts:

• Responsibility: We aim to deliver what we promise.
• Transparency: We strive to make all aspects of your flight and flight information – before, during and after your journey – understandable and accessible.
• Efficiency: Easy and timesaving ticketing and check-in services. And, because your trip doesn't end when you disembark, speedy baggage service.
• Care: Prompt and clear information and assistance in the event our service is disrupted. Our goal is to help you on your way again. For passengers with special needs, we will do our utmost to ensure a smooth flight.    

If you want to share your experience, complaints or compliments with us, please contact us.