KLM review by Mark 2014-08-28

I recently flew business class from Singapore to Brussels: 777 to / from AMS and Fokker 70 to/from Brussels. I was pleasantly surprised by the service and seats flying SIN-AMS. AMS to BRU was a dissapointment, as there was confusion about a late boarding customer who 'did not have the right papers'. The flight crew did not want him to board and the ground staff did. Eventually he was allowed on the plane, to a very nervous cabin. No explanation from the crew. On the return flight AMS-SIN: Similar but worse problem. Flight and ground crew could not agree on passenger numbers or names, had to manually count and check boarding passes, delayed our flight by 90 minutes, then made excuses about 'better safe than sorry' (rather than get their admin right first time). When I complained, I was offered compensation equivalent to a key-ring, with the quote "commercial compensation offered for the nature of the problem you encountered ". Unacceptable.