The flight from Manchester to Bangkok was supposed to have a 2 hour transit time at Amsterdam. My girlfriend was waiting at Manchester airport, which experienced a experienced a one hour delay for the plane. She was concerned so she asked one of the KLM staffs. They said the the plane will probably make it in time the the next one but she will only have one hour for transit, and if she were to miss the flight because of flight delay, they PROMISED free hotel and meals for the extra transit time.
Some complications happened, which the KLM staff DID NOT communicate to the passengers, which made the flight leave and extra hour late. This made my girlfriend miss her second plane from Amsterdam to Bangkok. They had her wait an extra 9 hours on transit. She tried to communicate with them, but there was nobody from KLM at the communication desk, and ringing them, no one picked up, and the promise of the free hotel was a lie (the compensation they gave later was a damn Nutella cookie). She later complained when the staff finally got there 6 hours later, and they basically told her she was on her own.
This was not only her who faced this problem. A bunch of people from her flight faced empty promises, and zero communication from the staff.
Poor customer service. Never flying this airline again.