One ticket - different airlines

bikerdels

We bought a ticket to Memphis, flying from Bristol, connecting through AMS (Schippol) and ATL (Atlanta). The original KLM flight ended up being cancelled due to technical reasons and we were put on a later flight that boarded 7 hours and 25 minutes later.
Now here is the tricky bit. Despite buying the ticket in one transaction through Omega Travel to Memphis, our 2 connecting flights were through Delta airlines, an affiliate (it would seem) to KLM. KLM are saying that as the connections to Memphis were through a different airline company, their responsibility re compensation stopped with the end of the first leg! Surely this can't be true? We did make some time up but were still 6 hours late at Memphis. They have offered the minimum compensation of €250 (or £200) cash each. Should we fight for the full amount allowed as Memphis is >3500km away?

JPears

It depends if you can prove, probably in court, that you bought a "single, through" ticket. Probably more difficult if purchased through an agent. If you had gone through KLM direct (usually no more expensive) then you would probably had more evidence of a "single ticket journey" even though flights are through a codeshare airline Delta, the arguement being that you put in your departure and destination when searching for the ticket and KLM gave you the route and you get a ticket, irrespective of number of changes etc.
It is a grey area that really needs clarification.

Vauban

The agent will be able to confirm whether this was a single ticket bought from KLM - with different airlines operating different legs - or (which agents can do a lot of) two entirely separate tickets, which the agent has simply put together. If the latter, you have no real recourse.

JPears

Vauban wrote: »

The agent will be able to confirm whether this was a single ticket bought from KLM - with different airlines operating different legs - or (which agents can do a lot of) two entirely separate tickets, which the agent has simply put together. If the latter, you have no real recourse.

It is the exact route if you go on KLM website and when you print your ticket it will probably say - Bristol - Memphis. To my mind thats a single ticket.
OP could possibly go on KLM and search for their booking/reference?

bikerdels

Thanks guys. I've chased my agent (Omega Flight Store) whose original confirmation showed KLM on all flights with "Flown by Delta Air Lines" underneath the KLM logo on the second two legs. I would hope this would mean they (OFS) approached KLM for the entire route and it was KLM that designated their affiliates to fulfill the remainder of the flight.

bikerdels

Having spoken with the agent, they confirm that it was bought through KLM, I have restated my claim to KLM quoting the "single ticket" status of the purchase and that all flights carried the IATA reference of KL - even the Delta Airlines legs! Watch this space....

callum9999

bikerdels wrote: »

Having spoken with the agent, they confirm that it was bought through KLM, I have restated my claim to KLM quoting the "single ticket" status of the purchase and that all flights carried the IATA reference of KL - even the Delta Airlines legs! Watch this space....

It doesn't matter where it was bought from, only whether it was bought as a single ticket or not. You haven't said whether they said it was? The whole thing could have been bought through KLM but that doesn't necessarily mean it would be the same ticket (though I'd imagine it is).

Assuming Omega didn't say, you can probably find out yourself by putting the PNR (a 6 character code that will look something like HF8ASG) into classic.checkmytrip.com . Assuming the record is still there, it should list the ticket numbers on the reservation - if there's only one then you're on a single ticket.

bikerdels

However you do mention the result should show one ticket, and our booking confirmation (below) shows just one ticket number each.
(I assume as the flight was a month ago the numbers have been reused since and so off the system.)

Main Booking Reference: M9E5OF
Airline Booking Reference: 8I4UH9
Ticket Number Passenger
0749365792214 Mr Christopherderekjohn Sowden
0749365792216 Mrs Saraelizabeth Sowden

bikerdels

Dear old KLM have come back disclaiming any connection with the two ongoing flights (which still bear their designation of KLxxx) as they were flown by Delta Airlines!

As I mentioned above, we only had one ETicket each so surely this is a case of a single ticket trip, and their pleading innocence is a try on? I'll copy their emailed "final" response below:

Please allow us to reiterate that in line with EC Regulation EU261/2004, when the flight is cancelled and the distance is less than or equal to 1500 km, and arriving with a delay of more than 2 hours are entitled to compensation worth GBP 200 (equivalent to EUR 250) in cash or a travel voucher of higher amount GBP 280 (equivalent to EUR 350) that has been issued is valid and KL6075 & KL 5344 was not operated by KLM. In line with current EC Regulation, a disruption to a planned departure of a flight is the responsibility of the operating carrier. However, relevant in that case was that both flights were operated by the same carrier. Since Delta Air Lines was the operating carrier for your onward flights. Hence, we respectfully advise you to contact Delta Air Lines for further assistance or compensation that may be due.

What can I reply now or should I hit them with a small courts claim?