Which operator to apply to for compensation?

Argaty

Hello and I hope someone can clarify for me..... we were booked on a flight through KLM but which was actually a Kenyan Airways aeroplane. The flight reference is KLM as was the original booking. However KLM are trying to say that the application for compensation (the flight was cancelled due to a fuel leak and we had to spend the night in the floor at Schipol, travelling on a different route the next day and losing a whole day of our holiday) should go to Kenyan Airways not them. The whole handling of the problem including the letter handed out to passengers telling us that there was no hotel room available and that we had to go for help to the airport hotels desk - which closed at 23.00 and we were turfed off the flight at 0.30 hours after sitting in the ground for 4 hours - was all clearly from KLM. So any advice very gratefully received.
Thanks so much in advance.

Caz3121

Argaty wrote: »

which was actually a Kenyan Airways aeroplane.

EU261 is claimed from the operating carrier. Who you purchased the ticket from, the flight number are who looks after the airline at the airport are not relevant. This was a codeshare flight with Kenyan Airways so the claim is from them. KLM are correct.

silvercar

I suspect that Kenyan Airlines won't have that much experience of EU claims, given that they are not in the EU. However, it is always the operating airline that is responsible, so they are the correct people to complain to.

legal_magpie

Is it possible to find out in advance which airline will be operating a codeshare flight?