KLM trouble

zaksmum

My daughter and her boyfriend were on their way home from holiday in Malaysia and flew from Kuala Lumpur to Singapore on Friday morning, intending to fly on from there to Amsterdam then back to the UK.

In Singapore they were told of the flight chaos with their flight to Amsterdam being cancelled.

Since then, they have been stuck in Singapore airport. KLM have been worse than useless. They have totally refused to anything at all to help their passengers, and it's only down to the kindness of staff at Singapore airport that any help is given. They opened up a conference room so people could sleep on camping style mats there and have been providing snacks etc. KLM staff have totally washed their hands of those stranded and told them to go out into Singapore and find their own accommodation.

Whenever my daughter and others have approached them, they have actually ran away. How ridiculous is that?

Today, as a result of the passengers kicking up an almighty fuss, a senior KLM staff member came to speak to them and said the best she could offer was 2 days in a hotel room. This would mean vacating the conference room (by now sleeping over 80 people) and probably not getting it back...they have been told they have zero chance of a flight before 27 April., so they opted to stay put.

Airport staff have now opened gym halls for them and organised beds to sleep on, so things have improved slightly.

But how can a reputable airline like KLM treat passengers so badly?

My daughter has even attempted to speak to the British Consul, but he is "unavailable". Surely KLM should be caring for people who have now been stranded so far from home for 4 days? Is there anything my daughter can do?

Thanks.

reformedEffortMaker_2

zaksmum, sure there will be lots of people on here soon to help, but the bbc has a good summary

http://news.bbc.co.uk/2/hi/business/8621779.stm


What happens if I am stranded and trying to get home?
If a flight is cancelled, or delayed for more than five hours, in Europe, there are strict European rules in place, which mean that the airline is obliged to provide assistance at the airport. This includes supplying meals and refreshments, along with accommodation if an overnight stay is required.
Key points include:

• People flying into the European Union from overseas are also covered by the rules, as long as they are travelling on a European airline
• There should be no time limit on their provision of accommodation and food, even though it adds to the financial pressure on airlines
• If passengers have organised their own return travel or hotel stays, they should apply to the airline for the money back when they return. But if these are costs are "unreasonable" - such as a taxi back from Spain - then the airline will not pay. Alternative return transport organised by airlines will be safest as there will be no need to pay out and claim back
• Those flying on non-EU carriers, from outside the EU, are entitled to a refund or to be rebooked under alternative regulations, but will probably have to make a claim to their insurance company for hotel and food costs.

andybrock

zaksmum wrote: »

My daughter and her boyfriend were on their way home from holiday in Malaysia and flew from Kuala Lumpur to Singapore on Friday morning, intending to fly on from there to Amsterdam then back to the UK.

In Singapore they were told of the flight chaos with their flight to Amsterdam being cancelled.

Since then, they have been stuck in Singapore airport. KLM have been worse than useless. They have totally refused to anything at all to help their passengers, and it's only down to the kindness of staff at Singapore airport that any help is given. They opened up a conference room so people could sleep on camping style mats there and have been providing snacks etc. KLM staff have totally washed their hands of those stranded and told them to go out into Singapore and find their own accommodation.

Whenever my daughter and others have approached them, they have actually ran away. How ridiculous is that?

Today, as a result of the passengers kicking up an almighty fuss, a senior KLM staff member came to speak to them and said the best she could offer was 2 days in a hotel room. This would mean vacating the conference room (by now sleeping over 80 people) and probably not getting it back...they have been told they have zero chance of a flight before 27 April., so they opted to stay put.

Airport staff have now opened gym halls for them and organised beds to sleep on, so things have improved slightly.

But how can a reputable airline like KLM treat passengers so badly?

My daughter has even attempted to speak to the British Consul, but he is "unavailable". Surely KLM should be caring for people who have now been stranded so far from home for 4 days? Is there anything my daughter can do?

Thanks.

Hi Zaksmum,hope your daughter and bf get home quickly

Doesnt surprise me.
Part of my family are over in Dubai and my brother asked me to contact KLM from the UK over the situation.
When i spoke to the airline they stated they were not liable due to Dubai been outside the Eu.
After stating the Eu regulation they just denied any understanding.

beedj

For what it's worth, KLM were no better in Schiphol - point blank refused to do anything in terms of the duty of care as described above/elsewhere on forums - apart from hand out some bottles of water and one 10EUR meal voucher for each member of my family. I repeatedly argued the case with many different KLM staff (and from a relatively informed position, including me quoting the relevant legislation/clauses) in terms of KLM's responsibility to cover hotels etc but got nowhere. Made my own arrangements and in process now of drafting my claim for the to reimburse my costs

zaksmum

Looks like KLM are refusing to take responsibility for any of their passengers then. I realise this situation is unprecedented but when you hear of the excellent levels of care passengers have had from other airlines it's so frustrating that the likes of KLM couldn't give a stuff.

My daughter's a teacher and very capable, but even she is becoming frantic now. KLM should be ashamed.

jeanniebeanie_2

Small comfort I know, but this crisis has unearthed a whole issue of who in terms of airlines and insurers can be relied upon in times of trouble. I would like to think all on here at least are keeping a close eye to their future arrangements.

mikey72

http://www.klm.com/travel/gb_en/images/comp_and_assist_0610_tcm638-221268.pdf

Don't think they mean it by the sound of it though.

zaksmum

Thanks for that link mikey72. What a joke that is! At least my daughter will be able to get KLM by the short and curlies when she does get home.

Thanks again

reformedEffortMaker_2

No surprise that KLM was the first airline to run test flights, that (and their reluctance to help their pax) shows their desperation. They must be in real financial trouble if they are prepared to go against advice and put their staff in the air with all this going on.

makes you wonder how they were able to find adequate insurance to cover the pilots willing to take on this challenge??

zaksmum

Seems KLM should be avoided at all costs in the future. I used to think they were a reputable airline but I can't believe they would just tell their passengers to go out on the streets of Singapore and find somewhere to stay for God knows how long.

Absolute disgrace.

Ponkle22

I can tell the news reports are getting desperate for different stories and pictures to show. I think you should copy the above and email it all the TV news channels (BBC, Sky, ITV etc etc). They will be particularly interested in filming the heaving room full of people that KLM have abandoned. The power of the media is going to be a better chance of hope.