Mis-sold a flight by KLM?

chairmandavey

Hello, I'm looking for some advice about whether I have a claim against KLM for a flight.

I was recently in Bahrain, and had booked my return trip via HolidayGenie. I was under the impression that we were flying from Bahrain --> Saudi (Dammam) --> Amsterdam --> Manchester. Indeed, on the booking confirmation we were given a KLM flight number for each. However, two days before departure I received an email about a coach confirmation. Upon checking my HolidayGenie e-ticket that arrived a few days after the booking confirmation, I realised under 'aircraft' was limousine. Because we were now driving into Saudi, I would need a visa, which I didn't have and had left it too late to get one. I know that's my fault and I should have check it, I hold my hands up to that.

My problem is with how KLM dealt with it. We phoned up the Bahrain KLM office and spoke to their representative, who said that for a charge of BD30 (about £50) we could be put on a Gulf Air flight to Dammam, which would operate as a transfer and thus we wouldn't need a visa. We booked the flight.

However, when we got to Bahrain airport, we were unable to check in because we were told by Gulf Air we would need a visa, as we would have to check out when we arrive in Saudi and check back in, since they don't accept transfers for other companies. After an hour or so of complaining, we were told we could transfer if we paid a 'extra service transfer tax' of BD39 (about £61). KLM seemed to have no idea of what was going on.

My question is - were we mis-sold the flight by KLM? Surely the cost of the flight should have included this tax, or we should have been made aware of it at the time of booking? Instead, we were sold the flight based on the understanding that that would be all we would have to pay to sort the incident out. KLM have rejected my demand for a refund of the tax (not the flight, since we boarded it in the end).

I'd be really grateful for any advice you all have!

Thanks, David.

jpsartre

Can you prove they gave you the wrong information? I'm guessing that's going to be the deciding factor as far as whether or not there's anything you can do.

chairmandavey

I have the following email from the representative who sold us the Gulf Air tickets:

---
The new tickets are issued and sent to you directly.

At Bahrain airport : will be normal check-in at GF counter ( please request them to tag the bag to the final destination)

At Dammam airport : on arrival to be check with transit desk & they will provide them the boarding pass for Dammam – Amsterdam – Manchester .


Regards Sediqa


--- TST RLR DCS ---
RP/HDQ1P/HDQ1P4JPGER/DWE/99924182 26APR14/0617Z 57QE3O
1. name removed 2.name removed
3 KL1072 L 16APR 3 MANAMS FLWN
4 KL 437 V 16APR 3 AMSBAH FLWN

5 GF 111 H 26APR 6 BAHDMM HK2 2155 2230 *1A/E*
6 KL 415 V 27APR 7 DMMAMS HK2 0025 0600 *1A/E*
7 KL1081 L 27APR 7 AMSMAN HK2 1010 1030 *1A/E*
8 AP AMS - KLM ROYAL DUTCH AIRLINES - A
9 AP -39416237
10 AP -REBOOKED DUE NO VISA TO DMM//BAHPOKL

Caz3121

chairmandavey wrote: »

and had booked my return trip via HolidayGenie.



My question is - were we mis-sold the flight by KLM?

From your post you did not purchase a flight with KLM and you purchased through HolidayGenie who is who you have a contract with...what have HolidayGenie said about this?

On the HolidayGenie site it shows
"Duration: 1hr 30min Aircraft:LMO Meal:No meal service Miles:00054 "
but does not appear to highlight that it is not a plane (although 1hr 30 to travel 54 miles would be a very slow plane!)

Had you booked on the KLM site you would get this box
Please note that when traveling from/via Dammam and Bahrain with flight numbers KL310, KL311, KL312, KL313 and KL315, you will be using our limousine service (ground transportation). The pick-up points for this service are as follows:

At Dammam:
SAMARA Rent a Car
Consumer Oasis Market (near Rashid Mall)
Al Khobar
Phone: +96638879555

At Bahrain:
LIMOUSINA located at Bahrain International Airport in the arrivals hall
Phone: +97317329386

Please note: an (additional) valid visa is required to enter Dammam (Kingdom of Saudi Arabia) for this routing.

I think any issue is against your agent as it appears to be them that missed passing this information on to you

chairmandavey

Ah, but I'm not talking about my first flight/coach service, which I said I know was my fault. I'm talking about the second flight, with Gulf Air, booked through a KLM representative.

chairmandavey wrote: »

. We phoned up the Bahrain KLM office and spoke to their representative, who said that for a charge of BD30 (about £50) we could be put on a Gulf Air flight to Dammam, which would operate as a transfer and thus we wouldn't need a visa. We booked the flight.

tomtontom

Gulf Air do interline with KLM. I would say the misinformation has come from whoever you dealt with at Bahrain. That tax you paid is likely to have gone into someone's back pocket.

Caz3121

Have you tried taking this up with Gulf Air - I expect that KLM will have had to have paid Gulf Air for the flight which could account for the £50 fee.
Not sure how you can find out if there demand was valid or, as mentioned, to someones back pocket.
If not a valid fee then it would not be a surprise that KLM did not know about it so I would take it up with Gulf Air since they took your money

chairmandavey

Caz3121 wrote: »

Have you tried taking this up with Gulf Air - I expect that KLM will have had to have paid Gulf Air for the flight which could account for the £50 fee.
Not sure how you can find out if there demand was valid or, as mentioned, to someones back pocket.
If not a valid fee then it would not be a surprise that KLM did not know about it so I would take it up with Gulf Air since they took your money

I have emailed Gulf Air, and tweeted them, but if I get nowhere with them what is the best option to take? Speak to ABTA/ATOL/IATA?

tomtontom

chairmandavey wrote: »

I have emailed Gulf Air, and tweeted them, but if I get nowhere with them what is the best option to take? Speak to ABTA/ATOL/IATA?

You would need to contact the ME equivalent of the CAA, if there is one.

Blue264

Your issue is with the agent in Bahrain who advised you that the Gulf Air flight was a way of getting around the visa requirements for entering Saudi.

I never fly clients via Saudi Arabia unless they are visiting the country or already have a visa in place. My main reason is that their entry visa requirements are prone to changing at a moments notice, and things can get very bad for passengers if they don't have the correct paperwork.

A flight website isn't responsible for making you aware of visa requirements, but airliens are! As Caz3121 pointed out, the informaton you needed is freely available on the airline's website.

Save this link for future reference... http://cibtvisas.co.uk/

I wouldn't expect you to use this service to get your visa, but it's a great resource tool with constantly updated entry requirements.

jpsartre

chairmandavey wrote: »

I have emailed Gulf Air, and tweeted them, but if I get nowhere with them what is the best option to take?

Chalk it up to experience and be more careful in the future.