And then blows you off! Here’s the story. As most of you know, I’m writing a book. I’ve quit the cushy, regular paycheck job to do this. I spent 1100 euros on a ticket to China for my next trip to work on it.
Then something awesome happened. A wonderful Japanese brand asked me over to Tokyo to do a week of freelance. So I call KLM to try to change the flight. They won’t do it. I had to go ahead and book another flight to get to Tokyo in time. A flight to Tokyo, then Beijing, then Shanghai and finally Amsterdam. MY WHOLE TRIP. Nearly 5ooo euros because I flew business over to be able to go straight into meetings.
But I simply do not believe that something you spend 1100 euros on and haven’t used yet can’t be changed with a fee. So I start tweeting.
This is the moronic conversation that ensued.
Clearly calling KLM is a bad idea and goes no where. It only took 6 hours after I tweeted instead for them to say, oh wait a second, this policy that we are so sure about holding everyone to is actually not true. Pay a fee and change your ticket. Oh and have some business class on a flight you’re not taking anymore because we’re not really reading your tweets. Hope you understand!
If “Hope you understand!” is in their social media guidelines, they need a serious overhaul.
KLM – please fix this. Let me change the 1100 euro ticket to something I can use as a thank you for buying a new 5000 euro ticket!
Update: after some back and forth DM’img and even a phone call they made to my hotel in Tokyo (so much for their claim that they will only communicate with you via social media), my China ticket has magically transformed into a round trip to South Africa. If you want something done at KLM, get to tweeting.