Travel problems with cancelled flights at Manchester – no-one around to ask questions and a phone unmanned with a large queue. However, KLM Captain came out to speak to people about onward connections and anxieties – I have never seen such a caring response as we had been put on the early flight which was also delayed 5 hours. The 10pm from Manchester on 20/12/ 17 – the KLM team and captain deserve an award because I saw real customer service in action – everyone was impressed . On-board the captain came down the aisle to answer any more questions about connections and had his own iPad to check for people – so KLM you are worth flying with especially when there are problems. Thanks !