KLM changing our return flight to 4 hours earlier with 2 days notice

StuartieG3

Hi,

Myself and my wife booked with KLM to fly from Edinburgh to Saskatoon (Canada) return. The airline has just emailed us to say they are putting us on a different return route to what we booked, also now leaving 4 hours earlier than the original flights. We have only been given two days notice of this by email and I do not think we will be able to make the flight this early. Here are more details below:

The first of three legs flying home was originally supposed to leave Saskatoon Sat 30th Dec 1515 and fly to Minneapolis (with Delta as partner airline), then to Amsterdam and finally back to Edinburgh, arriving back at 1230 on 31st Dec.

When I logged in a couple weeks ago to checkin for the flights out I noticed that for the return the Saskatoon to Minneapolis flight had been cancelled, and they had put us on a later flight (leaving at 1636, although I noticed this only left around 40 minutes between this flight and the next one). We had no notification of this but was no big deal as it was only a small change.

Then suddenly yesterday I got an email (which I was lucky to be able to check as I had WiFi) giving our new flight schedule and ticket, with no explanation. The email said the Saskatoon to Minneapolis flight had been cancelled (although from checking online it is still running), and they have booked us on the 1225 Saskatoon to Calgary flight with WestJet, then KLM to Amsterdam then Edinburgh. The new booking will arrive in Edinburgh at the same time as the original flight.

As I said earlier we are unlikely to be able to make this new flight in time without a big inconvenience, 2 days notice to bring our flight forward 4 hours 11 minutes from what we were expecting isn't great. KLM customer services are taking about 6 hours to reply to each individual message and don't seem to understand our predicament, simply stating "these are your new flight details".

I think they may have changed our flights to avoid potentially having to pay out if we failed to make our connection? I have read plenty about airlines putting customers on later flights but how does it work for them putting us on earlier flights without our agreement? Does anyone have any advice on how best to proceed?

Thanks,
Stuart

tiddles93

Not wishing to appear rude but I really don't understand your problem.
They've moved you to an earlier flight to ensure you make your connection as you state that you were to take a flight with a 40 minute connection, not going to happen at any US airport!
IMO i think KLM have actually thought this one through and your query is a non query.

Westin

Looks to me that KLM have taken a pro-active approach to ensure that you get home on time and without issue. Stop moaning.

laird

The problem is perhaps that if the route via Amsterdam was to be used on the later departure an overnight stay would be required.

Try asking if you can be put on the Delta flight via Mineappolis and London Heathrow as that should remove the need for them to accomodate you overnight.

Be specific that you had selected the departure time as you cannot leave earlier than xx:xx time and therefore a later departure is preferable.

KLM may say yes but only if you'll spend an extra night en-route.

Vauban

You have been rerouted, with less than seven days notice. The Regulations are very clear about this: if the reroute leaves more than a hour earlier than originally scheduled, you are eligible for compensation. See article 5, 1. iii.

To be honest, they really shouldn't have sold you this connection in the first place, as it's absurd to think you'd make the connecting flight. But they do it, presumably, to make the route look competitive, and if they have second thoughts and change the schedule then they have to compensate you for that.

JPears

Like Vauban says. However, if the original flight was not operated by KLM, is it eligible for compensation as non EU airline departing non EU country?

es5595

I understand your exact problem, you’ve got a schedule of things you’re doing or transport already booked, and are unable to change these with less than 48 hours notice to get to the airport 4 hours earlier!

As you booked with an EU airline (KLM, that would be a Dutch airline!) and you’re travelling to the EU, and I assume you booked in one go, hence why they’re rerouting you the whole lot, I’d suggest you are definitely covered by Regulation (EC) 261/2004 (Passenger rights in case of denied boarding, downgrading, cancellation or long delay of their flight).

I suggest you email (or preferably telephone) KLM to resolve the matter as it’s obviously time critical. If you cannot make the earlier rerouted flight you should make this very clear (maybe in Caps!) at the start of the email, and ask to be rerouted onto a flight that leaves within an hour of your previous departure, or one later, and you understand that it may necessitate you being put up in a hotel on your return journey if they cannot make the connections.

Vauban

JPears wrote: »

Like Vauban says. However, if the original flight was not operated by KLM, is it eligible for compensation as non EU airline departing non EU country?

JPears - good point, hadn't spotted that. No claim then. The fact that the ticket was booked through KLM doesn't matter. It's the operating air line that matters, and that is Delta. If you book a flight on a US airline leaving the US you basically lose the protections of the EU regulation.

StuartieG3

Thanks for the advice. KLM responded to my message overnight and rebooked us on the 1639 flight to Minneapolis. As laird suggested, it's the route via LHR. We won't get back to Edinburgh now until 435pm tomorrow (over 4 hours late), although not great it's the "least worst option" as far as we are concerned (my Canadian wife still gets to celebrate her birthday with friends and family). Would've been nice to be given a chance to make the original connection however (upon checking flightradar the Minneapolis to Amsterdam flight usually takes off just over an hour late, giving us 1:40 to make the connection).

Vauban, when we were sold the flights there was originally just over 2 hours layover in Minneapolis, KLM changed this at somepoint and I only noticed when checking in for our outgoing flight.

Thanks again for the helpful comments.

Stuart