I can't be found on the airlines system 9 December 2013 at 11:30AM edited 30 November -1 at 1:00AM in Flight Delay Compensation 6 replies 612 views

Dips

Sorry to create a separate thread on this but I really need some help with this.

Had a delayed flight with KLM years ago and decided to make a claim for it last week. I didn't have booking reference numbers or anything like that but I had some emails back and forth with KLM from the time as I tried to claim some compensation as the flight arrived over 8 hours late. They ended up paying some of the costs I incurred etc.

However, when I made the claim last week KLM can't find any details of me on the system. So I attached the emails to show them accepting responsibility at the time but today I had a reply saying there is nothing they will be able to do unless I provide a booking reference or a ticket number as "it would be difficult to retrieve this information on our systems as such old records are deleted from our systems under European data protection laws"

Anything I can do in this situation? I booked the ticket with Expedia in 2008 but they don't keep anything for that long either.

David_e

Dips wrote: »

Sorry to create a separate thread on this but I really need some help with this.

You will find people very helpful without creating unnecessary new threads. You'd have found the answer by searching the forums.

From what you say you clearly have strong evidence from the airline itself that you were on the flight. That should be more than adequate if you go to court. As has been said before, if an airline doesn't retain passenger information for at least its period of legal liability in the UK, then that's their look out. Exactly what European law requires them to delete customer information??

Send NBA and then, assuming no success, start legal action.

Dips

Yeah, sorry. I hate duplicate threads and people asking the same questions over but I thought what KLM are saying is very specific so was confused.

Without having to file an NBA is there any way of finding out the details they are asking for? Is an NBA likely to have any success? From the FAQ it doesn't sound like it in most circumstances.

David_e

Dips wrote: »

Without having to file an NBA is there any way of finding out the details they are asking for? Is an NBA likely to have any success? From the FAQ it doesn't sound like it in most circumstances.

You could try a SAR (Search forum for this) although it may cost you £10 or so. On the one hand they say data is deleted and on the other they say "it would be difficult to retrieve". They either have it or they don't!!

NBA is unlikely to yield results on its own so you need to be prepared to follow up by actually taking legal action.

Dips

Would I be able to do a SAR to Expedia to maybe see if they do still have my eticket, reference numbers, etc?

David_e

Dips wrote: »

Would I be able to do a SAR to Expedia to maybe see if they do still have my eticket, reference numbers, etc?

As far as I am aware you can make a SAR to any (UK?) organisation that might have information about you.

Have you tried KLM (UK)?

Dips

Not yet. Sent them a final reply with photocopies of the passports and customs stamp to see if that helps them. I'm guessing it won't

Otherwise I'll do the SAR to KLM.

KLM are very quick to reply, like within a day, which has made things a bit less hassle at least.