Carlton's article did KLM Royal Dutch Airline a great disservice. My husband and I have flown on many airlines and on KLM about 14 times in first-class. Never, in all the flights we have taken have we encountered impersonal, cold and inefficient service, as Carlton stated. The situation has always been exactly the opposite. Everything else about KLM is also tops of any airline, even Singapore.
Might I suggest that anyone who subjects himself to 48 hours of nonstop air travel is bound to be exhausted, and that this so-called study can't possibly be valid.