Flight delay and cancellation compensation, KLM/AF ONLY

syddarthur

Hi Caz
Many thanks for the help. I can't really remember - I thought it was SA but I've got a voucher from KLM. I only chucked all the paperwork out a year ago!! What did you see another post here with the same dates? I'll have to scroll through. Do you know any way of finding out flight nos etc?
Cheers
Sydd (Sarah)

Caz3121

syddarthur wrote: »

Hi Caz
Many thanks for the help. I can't really remember - I thought it was SA but I've got a voucher from KLM. I only chucked all the paperwork out a year ago!! What did you see another post here with the same dates? I'll have to scroll through. Do you know any way of finding out flight nos etc?
Cheers
Sydd (Sarah)

was it a direct flight from JNB to London (and if so, can you confirm it was Heathrow)
If it was SA, as they are a non-EU airline and the flight was departing from a non-EU airport then these regulations do not apply

syddarthur

Hi Caz
Well my voucher is from KLM (still have it) so I guess it must have been KLM. I can't remember if I came back through Heathrow or Gatwick. I'm swinging towards Heathrow though! I sent them quite a few letters as it was a very poor service.
I just filled in the online complaint and compensation request and will send in a letter too. I remember getting back to the UK late at night and travelling across London to my sisters arriving about 1am so must have arrived 11pm.
Cheers

Caz3121

syddarthur wrote: »

Hi Caz
Well my voucher is from KLM (still have it) so I guess it must have been KLM. I can't remember if I came back through Heathrow or Gatwick. I'm swinging towards Heathrow though! I sent them quite a few letters as it was a very poor service.
I just filled in the online complaint and compensation request and will send in a letter too. I remember getting back to the UK late at night and travelling across London to my sisters arriving about 1am so must have arrived 11pm.
Cheers

So if it was a KLM flight, you would have been flying from JNB to AMS then on to London.
The KLM flight for 15th Sept 2007 shows departed and arrived on time.
The SA flight shows it was due to leave JNB at 8:40pm but did not leave till 11:30am next day. Arriving 9:36pm instead of 06:55am on the 16th
that is the only JNB-LHR direct flight that day that was delayed more than 40 mins

syddarthur

Hey Caz
that's amazing - you are right and just jogged my memory. I do remember flying into Amersterdam and being amazed at all the canals! And those timings seem right too.
How did you find that out?
Thanks so much - I hope I'm in with a chance now. The only thing is we sat on the plane for about 3 or 4 hours before being taken off. I know that if there is something wrong with the plane they can wriggle out of it!
Many thanks
Sydd :T

syddarthur

Did the SA flight go via Amsterdam? How come KLM sent me the voucher if it was SA. Its puzzling?

Caz3121

I can't answer why you have a KLM voucher as the JNB-AMS flights on both the 15th and 16th Sept show on flightstats as departing and arriving as per scheduled.
The SA flight would have been a direct flight to London

dundee1111

Hi guys,
I wrote an online claim to KLM on behalf of my wife and son who were delayed in Amsterdam for 24 hours on route from ABZ-AMS-BKK.Their reply is below,

Our reference: ##########
Dear Mr ####,

Thank you for your message to Customer Care dated from the 10th February 2013.
From this, we regret to learn about the delay of your flight KL 7877 from Amsterdam to Bangkok on the 23rd June 2011.
At the outset, please accept our apologies on behalf of KLM for the inconvenience you mention.
Having checked our records, we can confirm that your flight KL 877 was delayed due to technical problems with the aircraft (hydraulic).
A technical issue like this, that is encountered unexpectedly, which presents itself beyond our scope of influence and is a threat to flight safety, can be regarded as an extraordinary circumstance and therefore is not one where there is an entitlement to compensation.
I can assure you that all reasonable measures were taken in order to minimise the impact of this cancellation, including contacting passenger in advance when and where possible, providing all care and assistance due and arranging alternative flights.
As such, I am pleased to note that you were offered overnight accommodation and rebooked on the next available flight to Bangkok.
A technical issue like this, that is encountered unexpectedly, which presents itself beyond our scope of influence and is a threat to flight safety, can be regarded as an extraordinary circumstance and therefore is not one here there is an entitlement to compensation under EU regulations.
We have thoroughly reviewed your claim and have taken into account all involved details of this specific flight delay. As a result, we must respectfully decline your request for legal compensation.
In closing, it remains for me to thank you, once again, for writing and allowing me this opportunity to explain and apologise. I do hope this experience will not deter you from travelling with us again, as it would certainly be our pleasure to welcome you back on board.
Yours sincerely,

F. Abdi (Mr)
Customer Care Europe

What do you think my next plan of action should be as i am sure i should be entitled to 2 x 600 euro.
Thanks for any advise.

Mark2spark

You write an NBA and say that you don't accept their claim that an unexpected technical issue is extraordinary, and that if you don't receive settlement in 14 days you'll be at liberty to commence court action without giving them further notice.

dundee1111

Mark2spark wrote: »

You write an NBA and say that you don't accept their claim that an unexpected technical issue is extraordinary, and that if you don't receive settlement in 14 days you'll be at liberty to commence court action without giving them further notice.

Thanks for the reply,would you recommend snail mail or go through the online form again?