It seems Air France–KLM has finally hit an all-time low, as its customer service has started advising business-class passengers to order a wheelchair to get SkyPriority service at airports.
This is common practice for some passengers to ensure a smooth airport experience, as wheelchair passengers usually get services no ticket can buy, such as being in front of various immigration and security lines.
Here’s how KLM describes Business Class Sky Priority services:
Skip the wait with SkyPriority
SkyPriority saves you time, lets you skip queues, and makes your travel experience feel even more special.
Sail through the airport with dedicated check-in desks, priority baggage drop-off, faster security lanes, and priority boarding at the gate. Think of it as your red carpet at the airport!
KLM Barcelona Boarding Issue:
Boarding in Barcelona for a KLM flight to Amsterdam was basically a free-for-all, with zero SkyPriority services.
When I chatted with the outsourced ground handling staff, GroundForce, they told me Air France-KLM doesn’t pay them to monitor these groups to ensure boarding would be orderly.
I opened a ticket with customer service.
Here’s Air France – KLM’s Customer Support’s Response:
Thank you for being a cherished member of Flying Blue. Your loyalty is more than just appreciated.
I am sorry to learn that you feel you were not supported enough by our staff during the boarding process.
An assistance service is pre-bookable via our Reservations phone line, where a dedicated person will advise the best options for your needs. Also, you can find more information on our website.
Thank you for giving us the opportunity to assist you with your request. We hope to have the pleasure of welcoming you on board our flights during your future travels.
Conclusion
It is unfortunate that this is the level of service you get when you choose the lowest-cost ground handling company to handle your flight, check-in, and baggage complaints (I have had experiences with all these @ AMS), and they don’t conduct service audits.
At another time, when one of my flights was canceled at this same airport, I was told that they have nothing to do with Air France, and when I pointed out the sign under which they were working (Air France – KLM), I was told how much they don’t like working with this company due to how difficult they are to deal with. They did get me rebooked, though.
It is clear that whoever replied to my ticket has no idea what’s happening at the airport, probably has never seen an Air France or KLM plane, or even taken a flight. This is what you get when you outsource your customer service and pay them a pittance.
Can it really be Air France – KLM’s official line that Business Class and SkyPriority passengers should order a wheelchair to get the benefits that come with the ticket or status?
I find this utterly ridiculous.