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Horrible customer service..was overcharged for a second bag that I didn't even need to have, but did so for convenience. Since KLM is partnered with Delta (therein may lie the problem) and AirFrance (need I say more), they can all book and change tickets for each other but cannot refund monies or really take care of any other issues. What results is a big run around. The website is user unfriendly and cannot be navigated easily, if at all. I tried to obtain a 20% discount for a second bag online prior to check in for a flight from Nuremberg, Germany to Los Angeles, CA via Amsterdam, but could not do so. Neither could I order a special meal online. Terrible food; terrible service. Am now being charged by my credit card for an amount over the 20% discount that I fought so hard for at the ticket counter in Nuremberg. The agent first told me that only certain flights were eligible but could not tell me which ones. Then she tried to tell me that I had booked on Delta, which I did not. Finally she issued a coupon with the discount, but I was charged incorrectly and furthermore, she wrote down 2 pieces of additional luggage, not 1!! So angry and irritated I could scream. Now I'm told to write a letter and complain and send a copy of the coupon with the handwritten amount.


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