I am so impressed with KLM's extremely high levels of customer service.
On my outbound trip from Leeds to Madrid (via Amsterdam), fog in Amsterdam meant that my first flight was delayed to the degree where I would miss my connection in Amsterdam. Without any prompt from me, KLM sent me an email with a boarding pass for the following flight from Amsterdam to Madrid, so that I would still arrive the same day. As it happens, my second flight was also delayed due to the fog, so it hadn't left Amsterdam by the time I arrived there. Consequently, I was able to catch my original flight, with just a short turnaround time in Amsterdam. Given that, at one point that day, I had had boarding passes for two different flights, and given the fact that many flights in and out of Amsterdam suffered delays that day, I did not expect for one minute that my luggage would be on the same flight as me to Madrid, but it was! That really was an unexpected bonus.
On the return trip, my flights were once again affected by the weather - this time, snow. As heavy snow was expected in Amsterdam, KLM emailed me the day before to inform me that my flight had been cancelled and that they would make other arrangements for me, once the weather situation became clearer. Flight cancellations are always inconvenient but this one was unavoidable and it was very helpful to receive an email the day before, rather than turning up at the airport to find out about the cancellation. The email gave me several ways to contact KLM customer services, including phone, Facebook and Twitter. I sent a Facebook message and received a personalised response within a couple of hours. Amazing given the huge volume of flight cancellations that KLM will have been suffering that day. By the end of the day when I should have flown, KLM had emailed me a booking to Leeds for the following day, with another airline completely - Aer Lingus - via Dublin. So despite all the weather disruption in Amsterdam and the UK with thousands of passengers across many airlines being stranded, I was astounded to find myself back home, just one day later than planned. As the same booking reference was used for the Aer Lingus flight as for my original KLM flight, I was able to check in online in advance on Aer Lingus's website, even though this had not been the original airline of my booking.
I was also hugely impressed that KLM customer services sent me another unprompted Facebook message the day after my original flight should have been, offering to help me further if the rebooking had not worked out for me.
The Aer Lingus flights were very good, but they really made me appreciate KLM all the more. On the outbound journey with KLM I had received complimentary tea/coffee/juice, plus a pasta dish lunch on the Amsterdam-Madrid flight, yet on Aer Lingus all drinks and food had to be paid for and the only food on board was basic snacks and sandwiches.
KLM far exceeded my expectations with their customer service and excellent communication with passengers in this unavoidable situation (fog/snow). I am grateful to have made it home as soon as the snow cleared, just one day late, when many other passengers with other airlines across northern Europe were stranded for much longer. It's when things go wrong that you can really appreciate high quality service. Highly recommended.