Flight delay and cancellation compensation, KLM/AF ONLY

photome

joshuawood wrote: »

Hi, I had a flight delay from Amsterdam to Heathrow on the 14th of June. I applied for compensation and received an electronic EMD voucher on the 5th July. I immediately submitted a refund request asking for a cash refund. I haven't heard from KLM since, does anyone know how long it typically takes for them to pay the compensation after submitting the refund request?

I have had many dealings with KLM (fighting a claim at the mo) but the quickest way to get a response from them is via facebook, I have found that they take forever to respond to emails

meg00

JPears,

"Have a look at this link showing all the departures/landings at Amsterdam that day.
http://schiphol.dutchplanespotters.nl/?date=2017-04-05&group=hourdep"


Thanks very much for posting this link. It has helped me find some details for my claim, which I shall be posting about later!

meg00

"Flight: KL960/15MAY

Dear xxx

We write further to your recent message from July 24th 2017 regarding the cancellation of your flight and your delayed arrival at your final destination and we want to offer you and Mr xxx our apologies for the inconvenience this has caused you.
Our airline takes great pride in its record of maintaining a reliable scheduled service to all the destinations that we serve. The ability to adhere to a published schedule is an important ingredient of any airline product. The cancellation of a flight, however rare, is therefore a major frustration to our aim of providing passengers with the reliable service they demand and we acknowledge the difficulty of your situation and regret the complications to your journey.

Despite our best efforts there are sometimes occasions when we cannot operate a flight as originally scheduled, in this instance our records show, that your flight KL960 on May 15th from Newcastle to Amsterdam was cancelled. Subsequently you were rebooked on the next available flight for the next day and arrived at your final destination with a considerable delay. We regret the difficulties you encountered and the change to your travel plans.

Regarding the pre-paid hotel expenses you have had please note that our duty of care is limited to re-booking you onto a next available flight to your final destination or a refund of the unused ticket segments. As we have fulfilled our obligations and transported you to your final destination we regret but cannot agree to refund any expenses, that were not arranged by us.

Your disappointment in this instance is understandable and we wish to offer you our renewed apology for the inconvenience the change of your travel plans caused on this occasion hoping, you will be able in the near future to give KLM another opportunity to meet your travel needs and to provide you with the service that you expect, both on the ground and in the air."


Cancelled flight Ncle>Amsterdam meant we arrived a full 24 hours late into Salt Lake, costing us a nights hotel fee ($125). There is no mention of the compensation for delayed flights in their response. The reason for cancellation was "operational reasons". Have they 'fulfilled their obligations'???
Thanks,
Meg.

lilykate5

Our flight home from Paris to Edinburgh on 15 July was cancelled due to air france pilot strikes. We had to rearrange our flight for next day and pay for a hotel for the night.


I have sent my information to Air France along with receipts for meal and accommodation and they have offered €250 per member of our family. From reading this sight it appears we may be entitled to more however I was also under the impression we may get nothing as it was their pilots on strike.


Should I go back asking for more?

Caz3121

€250 per person is the correct amount of compensation for that distance
You should also be entitled to Duty of Care which would include reimbursement for the hotel and meals whilst waiting for the next flight
It is possible that different departments deal with the compensation and the reimbursement...maybe contact them to confirm

JPears

meg00 wrote: »

"Flight: KL960/15MAY

Dear xxx

We write further to your recent message from July 24th 2017 regarding the cancellation of your flight and your delayed arrival at your final destination and we want to offer you and Mr xxx our apologies for the inconvenience this has caused you.
Our airline takes great pride in its record of maintaining a reliable scheduled service to all the destinations that we serve. The ability to adhere to a published schedule is an important ingredient of any airline product. The cancellation of a flight, however rare, is therefore a major frustration to our aim of providing passengers with the reliable service they demand and we acknowledge the difficulty of your situation and regret the complications to your journey.

Despite our best efforts there are sometimes occasions when we cannot operate a flight as originally scheduled, in this instance our records show, that your flight KL960 on May 15th from Newcastle to Amsterdam was cancelled. Subsequently you were rebooked on the next available flight for the next day and arrived at your final destination with a considerable delay. We regret the difficulties you encountered and the change to your travel plans.

Regarding the pre-paid hotel expenses you have had please note that our duty of care is limited to re-booking you onto a next available flight to your final destination or a refund of the unused ticket segments. As we have fulfilled our obligations and transported you to your final destination we regret but cannot agree to refund any expenses, that were not arranged by us.

Your disappointment in this instance is understandable and we wish to offer you our renewed apology for the inconvenience the change of your travel plans caused on this occasion hoping, you will be able in the near future to give KLM another opportunity to meet your travel needs and to provide you with the service that you expect, both on the ground and in the air."


Cancelled flight Ncle>Amsterdam meant we arrived a full 24 hours late into Salt Lake, costing us a nights hotel fee ($125). There is no mention of the compensation for delayed flights in their response. The reason for cancellation was "operational reasons". Have they 'fulfilled their obligations'???
Thanks,
Meg.

They have cleverly worded it so that they have been neutral about the compensation due under reg 261/2004. ie not mentioned it as such. You need to press them on payment of this asap as clearly it is due.
If not already done so, you need to submit a final letter demanding payment and marked as an NBA or LBA. Then start court papers if no response or payment.
Check if KLM are linked with any ADR scheme, as these will sometimes award additional expenses/losses incurred, outside of reg 261/2004.

meg00

JPears,
Thanks.
I did mail them straight back reminding them about the compensation aspect - no response so far!.

I will keep chasing.
Meg.

JPears

KLM is party to the Aviation ADR
Link:
https://www.aviationadr.org.uk/how-to-complain-about/airline-complaints/

Mo2CCs

Hello
This is the first time (luckily) i have had to do this but wanted some advise of what to claim for
trip included 2 flights
Original flight was delayed so the connection to final destination was missed.
I was transferred to another flight from different airport (food voucher and transfer voucher included)
this flight was then delayed and then cancelled.
Due to the limited flight availability i was then flown to another airport nearer to destination and had a 3 hour coach to final destination.
original ETA was 1430 - actually arrived 2345

I guess i should claim for delayed arrival even though there was a cancellation ?

any advice greatly recd.
thank you

JPears

It matters not, to an extent, although delay is probably your better choice. Of course it depends on the reasons for various delays/cancellations.
Can you give us far more details please - dates, times departure/destinations and other airports involved?
Thanks