Facebook user, Xiang Ying, posted a Facebook post recounting her experience with the KLM Royal Dutch Airlines.

In the post, she detailed what had happened to her luggage, and the steps the airline took (or didn't take) in the aftermath.

Here is a picture of the crushed luggage.

This is what her Facebook post said.

Worse airline ever. This is the level of service recovery you can expect

-- Crushed my baggage

- promised to replace/compensate within 24hrs

- failed to deliver their promise n leave you helpless and stranded

- no response from airline until 1 week ltr

- expects you to lug your CRUSHED luggage home so that they can conduct a "thorough investigation"

- takes 1 week to reply every time - don't expect any human touch cause you'll be dealing with website feedback forms n no-reply emails from klm.

Conclusion: offers to pay S$15 as a GESTURE OF GOODWILL n "We hope this gesture of goodwill helps towards restoring your confidence in our airline".

Imagine what luggage u can buy with $15 at this time n age. No thanks klm.

Pray hard that your luggage reaches your destination in 1 piece, otherwise good luck to you KLM travellers

To KLM's credit, they did pick up on the complaint and attempted to address it through Facebook, which proved to be a rather bad decision.

This admission of futility did not sit well with either Xiang, or other commentors.

Xiang wanted to know the mathematical steps to getting the S$15 sum

Which some rightly pointed out, didn't amount to much.

And here is where KLM's social media responses get truly bizzare.

First, they requested Xiang to lodge a complaint.

Even though they were already addressing her complaint on Facebook.

A point not lost to some.

Worse still, they tried to reassert their commitment to helping customers out, assuring this wasn't just to "shut you up".

Which is a horrible move.

KLM has said they will get back to Xiang following investigations.

Image from Xiang Ying's Facebook

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