Battle with KLM flight cancelled compensation

Far1974

My partner has had 4 flights cancelled this year by KLM. Their customer service is appalling. They are claiming that the flights were cancelled as they didn’t have enough staff and therefore classing this as exceptional circumstances 

I am getting nowhere with them. Can anyone advise what I can do next? 

eskbanker

Insufficient staff doesn't count as extraordinary circumstances, so if that was cited as the reason for the cancellations then it doesn't exempt them from the obligation to pay compensation.

If they're refusing to pay out in these circumstances then you can try a chargeback via your card provider (if paying by credit/debit card) or escalate to KLM's nominated ADR provider:

Have you already made a request with our customer service department, but are you unsatisfied with the response? You have the possibility to contact the AviationADR on their website or via e-mail (aviation@cdrl.org.uk).

Go to AviationADR's website

You'd ultimately have court as a last resort, although would need to establish if this would be the UK or EU version.

400ixl

I take it you have had the flight costs refunded, and this is EU261 compensation you are seeking?

Can you do a chargeback for compensation rather than the flight costs?

eskbanker

400ixl said:

I take it you have had the flight costs refunded, and this is EU261 compensation you are seeking?

Can you do a chargeback for compensation rather than the flight costs?

Fair point, chargeback will only be for the value of the original transaction so wouldn't cover compensation.

CKhalvashi

eskbanker said:

Insufficient staff doesn't count as extraordinary circumstances, so if that was cited as the reason for the cancellations then it doesn't exempt them from the obligation to pay compensation.

If they're refusing to pay out in these circumstances then you can try a chargeback via your card provider (if paying by credit/debit card) or escalate to KLM's nominated ADR provider:

Have you already made a request with our customer service department, but are you unsatisfied with the response? You have the possibility to contact the AviationADR on their website or via e-mail (aviation@cdrl.org.uk).

Go to AviationADR's website

You'd ultimately have court as a last resort, although would need to establish if this would be the UK or EU version.

EU airline generally = EU law, so EC261. There is no KLM UK now (later known as Buzz), so there should be no question which legislation applies.

The rest can be covered by the UK regulator as long as a sector was leaving the UK.