My complaint:

To whom it may concern,
On behalf of the passengers group of flight KL 1163, I would like to express a serious complaint about how KLM handled the events after the pilot decided to abort the landing at Gothenburg Airport, due to bad weather conditions.
Chronology of events
After a delay of 15 minutes, we started our flight at 21.20 PM and headed for Gothenburg Landvetter Airport, where we were supposed to land at 22.30 PM. Due to the strong wind and snow, the pilot decided to abort the landing procedure, after trying to land for 1 hour. He is responsible for our safety, so it is acceptable that he chooses to do so and fly to another airport. What is totally unacceptable is the series of events after the initial incident.
Choice of airport
We expected that we would fly to the nearest airport in the region, but instead, we flew to Billund airport, in Denmark, approx. 600 km from Gothenburg.
This is clearly a financially motivated decision, and not driven by the customer care intentions of KLM. This airport was chosen because of the locally lower airport and landing fees, for instance compared to Copenhagen, what was open at that time.
Hotel Legoland
The KLM staff explained to us that KLM had organized a hotel for us and that we would be picked up by two buses with a capacity of 8 persons at the time. They would meet us in the lobby of the hotel to give additional instructions how and when we would complete our trip. We would be informed by phone at our room if there would be more information.
After being dropped off in clusters of 16 per taxi drive, the keys of the hotel chambers where distributed and unluckily for the group who were in the last bus loads, there where not enough room available, so the last groups where forced to share rooms with other passengers. According to the hotel manager KLM were informed that there were insufficient rooms for the whole flight. This is totally unacceptable and not in the interest of the customer. The aircraft crew did not join us in this hotel, so there was no KLM staff to assist passengers that had difficulties.
The next morning, we were informed that we would be picked up by bus. This information came from the receptionist and there was no KLM staff available. The hotel staff failed to inform us about the fact that there would be a bus leaving at 9 am. KLM failed to check if everybody was on the bus and nobody was left behind. There were some of the passengers who stopped the driver from starting his trip before all passengers where informed. Without that, some of the passengers would have been left behind. Informing passengers is the responsibility of KLM and the task of the purser of our flight, not that of a receptionist who’s task it is to collect the room keys. Passengers of KLM are entitled to know how long the delay would be so we can arrange a pickup etc. The decision not to inform us is against the interest of the passengers. After all, KLM has the responsibility to take care of its customers. The complete absence of the staff or anybody who would take any responsibility for approximately 100 passengers is also absolutely unacceptable.
Bus or flight
We expected that KLM would bring us to the airport first thing in the morning to fly us to Gothenburg, to minimize the damage and the inconvenience of the passengers. KLM decided otherwise and arranged a bus to transport us over nearly 600 Km by road. (We received one fruit, a sandwich and one soft drink for the full 9 hour trip). This came as a complete surprise and was not explained by the KLM staff. Some of the passenger did not receive their baggage at the airport. All flights landed at Landvetter as scheduled that day; the KLM flight was the only exception. Half an hour after the decision not to land at Landvetter due to the snow conditions on the landing strip, the snow apparently disappeared. The pilot could have landed on Billund, refill the plane and flown back to Landvetter. The pilot could have contacted the hotel early in the morning and flown us to Landvetter the next day and follow their flight schedule as planned for that day. Instead KLM decided otherwise and early in the morning, the plane flew off empty to, what we expect, Landvetter, to follow their schedule.
KLM’s choice to fly to Billund for primarily economic reasons is unacceptable. This is a bad example of customer care. No matter what, you simply don’t drop >100 passengers in the middle of nowhere and leave without any notice.
Delays and inconveniences
The entire trip from Billund to Gothenburg Airport by bus took 9 hours; we started at 9:00 AM and arrived at Landvetter at 18.00 PM. The working day was lost; passengers failed meetings; the home front was in distress; all passengers were disappointed about KLM and their level of customer care.
Conclusion
KLM has failed to transport us by air to Gothenburg as they should. KLM failed to inform us correctly during the entire trip; KLM abandoned its passengers and provided no customer care whatsoever. KLM failed to provide what the passengers might expect and therefore I request in the strongest possible terms on behalf of all passengers a complete refund of the airfare.

Desired solution:

Complete refund for all passengers