Wednesday, February 15, 2023
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    Product Rating 6/7

    Rating Criteria

    COVID-19 Star Rating Breakdown 7/7

    Rating Criteria

    Business Class

    International (long haul)

    • Three course meal served with wines; snacks available throughout flight; second meal service on long haul flights
    • Audio/Video On Demand with noise canceling headphones and in seat power
    • Seat pitch of 75 inch which transform into lie flat beds ( with the exception of some A330’s)
    • Deluxe blanket, pillow and amenity kit provided

    Within Europe

    • Three course meal served on flights of more than 170 minutes; choice of hot meals on flights of more than two hours; breakfast or cold meal served for lunch/dinner on flights of less than two hours
    • No in flight entertainment but in seat power available on 737s
    • Seat pitch of 33 to 34 inch and middle seat in each row of three is kept free to give more space
    • Newspapers provided
    • Blankets and pillows available

    Economy Class

    International or long haul

    • Three course meal with beverages including alcohol served; second meal service and snacks available on long haul flights
    • Audio/Video On Demand
    • Seat pitch of 31 inch and 3.5 inch recline; front of economy seat with seat pitch of 35 inch available for purchase; exit row seat with seat pitch of 55 inch available for purchase
    • Blankets and pillows provided
    • Baggage allowance of 1 x 23 kg bag

    Within Europe

    • Snack or freshly made sandwich served depending on flight time; hot and cold beverages, alcoholic and nonalcoholic drinks provided complimentary
    • No in flight entertainment
    • Seat pitch of 31 inch and 3.5 inch recline; comfort seats at the front of the aircraft available for extra fee with seat pitch of 33 inch and 5 inch recline; exit row seats available for purchase with seat pitch of 38 inch and 3.5 inch recline
    • Newspaper offered
    • Baggage allowance of 1 x 23kg bag
    • Commenced services in 1920 as Koninklijke Luchtvaart Maatschappij N.V. under the name KLM Royal Dutch Airlines
    • Flag carrier of the Netherlands
    • Oldest airline in the world still operating under its original brand name
    • Recommenced European flights after disruption of World War II in 1946
    • Acquired 20% of Northwest Airlines in July, 1989 starting an alliance between the two airlines which ended in 2010
    • KLM Asia, its wholly owned subsidiary, established in 1995 and registered in Taiwan, Republic of China, operates flights to Taipei without compromising traffic rights held by KLM for destinations in the People’s Republic of China
    • Merged with Air France to become Air France KLM in May 2004 but both continue to fly under their own brand names
    • 787-9
    • 737-700/800/900
    • A330-200/300
    • 747-400
    • 777-200ER
    • 777-300ER

    COVID-19 Compliance (7/7)

    – COVID-19 website information and instructions
    – Social distancing on boarding
    – Flight attendant Personal Protection Equipment
    – Face masks compulsory
    – Meal service modified
    – Passenger Sanitizer Kit
    – Deep clean of aircraft

    • KLM Cityhopper
    • Kenya Airways
    • Martinair

    Denied boarding

    When passengers are denied boarding on a flight, airlines are obliged to first seek volunteers to give up their reservation in exchange for certain benefits. In addition, the air carrier must also offer volunteers the choice between a full refund and re-routing.

    You may be entitled to compensation of between €125 and €600 depending on the distance of the flight and the delays experienced before being re-routed. Where volunteers choose re-routing, the airline must also provide assistance if necessary, for example – food, access to a telephone, hotel accommodation of one or more nights if necessary and transportation between the airport and the place of accommodation.


    You are also entitled to identical compensation to that offered when you are denied boarding, unless you were informed of the cancellation at least 14 days before the flight, or you were rerouted close to your original times, or if the airline can prove that the cancellation was caused by extraordinary circumstances.
    In addition the airline must offer you the choice between:

    • reimbursement of your ticket within seven days;
    • re-routing to your final destination under similar conditions;
    • and if necessary, care (phone call, refreshments, food, accommodation, transportation to the accommodation).

    Long delays

    You are entitled to care by the airline (phone call, refreshments, meal, accommodation, transportation to the place of accommodation) if the delay is:

    • two hours or more for flights of 1,500 km or less;
    • three hours or more for longer flights within the European Union or for other flights of between 1,500 and 3,500 km;
    • four hours or more for flights of over 3,500 km outside the European Union.

    If the delay is more than five hours, and you decide not to continue your journey, you are also entitled to have your ticket reimbursed and be flown back to where you originally started your journey.

    If you get to your final destination with a delay of three hours or more, you may be entitled to identical compensation to that offered when your flight gets cancelled, unless the airline can prove that the delay was caused by extraordinary circumstances. Additionally, airlines can be held liable for damages resulting from delays.


    If your baggage is lost, damaged or delayed, you may be entitled to compensation limited to about €1,220. However, airlines shall not be liable if they have taken all reasonable measures to avoid the damage or it was impossible to take such measures.
    For damaged baggage, you must lodge a claim to the airline within seven days of receiving your baggage.
    For delayed receipt of baggage, this period is a maximum of 21 days.

    People with disabilities and people with reduced mobility

    Under EU legislation people with disabilities and/or reduced mobility are protected from being discriminated against during reservation and boarding. They are also entitled to receive assistance at airports (on departure, on arrival and in transit) and on board airplanes. In order to facilitate the provision of assistance, it is recommended to pre-notify your needs.

    Lengthy Tarmac delays at US airports click here

    See the airline Conditions of Carriage here

    For details of legislative obligations under EU regulation click here

    NOTE: Conditions of Carriage refer to the country of origin and may not be applicable to all jurisdictions.

    To lodge a complaint with the airline, click here

    To lodge a complaint with the EU click here

    Click here for more information about our KLM reviews and safety ratings system.

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