Leg of KLM flight cancelled

RSD7a

Jan 2022 flying from Basel to Edinburgh via Schipol: the day before the flight I'm notified by text that our afternoon connecting flight to Edinburgh is cancelled and that we are booked on a late evening flight, resulting in a 9 hour layover at Schipol instead of about 2 hours.
I've put in a claim for compensation to KLM (it goes into an Air France site) and have an automated reply and a case number. It is now April and if I enquire online it just says my case is "in process".
Qn 1. Do I have a justified claim for compensation?
Qn 2. Is a three month delay in settling it normal/allowable?
Qn 3. How to effectively chase up the claim?
Thanks in anticipation.

Caz3121

whether compensation is due will depend on the reason for the cancellation/delay
what was your original flight number and date?

RSD7a

Your flight KL1285, from Amsterdam to Edinburgh, on Sunday 16 January 22 has been cancelled.

• We have rebooked you. View your updated booking and alternative options here.

• Are you at the airport? Check if you can activate your voucher online.

Your new flight details:

Amsterdam (AMS) - Edinburgh (EDI)

Flight number: KL1293

Departure:

Sunday 16 January 22 21:35

Arrival:

Sunday 16 January 22 22:05

jon81uk

You should be able to get £220 compensation and potentially your expenses of food and drink at the airport covered.

See Claim compensation if your flight's delayed or cancelled - Citizens Advice

RSD7a

jon81uk said:

You should be able to get £220 compensation and potentially your expenses of food and drink at the airport covered.

See Claim compensation if your flight's delayed or cancelled - Citizens Advice

Thanks for the reply. That'll be £220 ish per person I assume?
Any insights on my 2nd and 3rd questions please?

jon81uk

RSD7a said:

jon81uk said:

You should be able to get £220 compensation and potentially your expenses of food and drink at the airport covered.

See Claim compensation if your flight's delayed or cancelled - Citizens Advice

Thanks for the reply. That'll be £220 ish per person I assume?
Any insights on my 2nd and 3rd questions please?

Sorry never had to do it myself, all the information I know is on that link, but think there is something at the bottom about how to claim.

RSD7a

Finally an answer after 4 months. My claim has been refused. See Air France reply. Are they on solid ground? What's my best next step? Advice welcome! Dear Mr  Thank you for your communication, from which I truly regret to learn of the difficulties you encountered on this trip. We recently encountered some exceptional events which have considerably increased the volumes of correspondence we have received. This unfortunately means that we cannot reply in a language other than English at this stage. We have taken this temporary measure in order to respond to our customers as quickly as possible.  We try very hard to ensure that our customers receive a high level of service at all times and therefore I am concerned to learn from your communication that your own experience in this respect does not match our service goals. I would also like to thank you for providing this useful feedback. The flight in question was disrupted due to cabin reasons. A situation like this which presents itself beyond our scope of influence can be regarded as an extraordinary circumstance and therefore is not one where there is an entitlement to compensation under EU regulation 261/2004. We have thoroughly reviewed this claim and have taken into account all aspects of this specific disruption. As a result, we must respectfully decline your request for compensation. You have my assurance that the situation you have experienced was exceptional. As a result of this communication, I certainly hope that you will feel able to choose us again in the future. We value your loyalty to us. Best regards, Arpit Bagga Air France KLM Customer Care Assistant.

silvercar

“Cabin reasons” not clear what that means. It needs to be extraordinary circumstances to deny your claim. If they didn’t have enough crew in the cabin then that is down to them, similarly if they couldn’t service or clean the cabin in time that isn’t extraordinary.

I would write back and ask them to explain the reason and in what way it was extraordinary. Ask if that is their final position, if so you will take it to CEDR or MCOL for a ruling.

RSD7a

Thanks Silvercar. I suspect that cabin reason means crew shortage due to Covid, though it's a wonderfully vague term isn't it?  Has staff shortage due to Covid been counting a an  exceptional circumstance do you know?

silvercar

RSD7a said:

Thanks Silvercar. I suspect that cabin reason means crew shortage due to Covid, though it's a wonderfully vague term isn't it?  Has staff shortage due to Covid been counting a an  exceptional circumstance do you know?

I wouldn’t have thought so, certainly not in 2022. It may have been valid at the start of the pandemic, but it’s hardly an excuse now, airlines should expect that some staff will catch covid at any time.

silvercar

I know this is about BA, but the same principles apply and it has some detailed answers:

https://www.flyertalk.com/forum/british-airways-executive-club/2031697-2021-22-ba-compensation-thread-your-guide-regulation-ec261-2004-a.html