KLM moved me onto a much earlier flight - what are my rights?

Yawn

Hi all,

I was meant to fly with KLM from Bristol to Bordeaux this Thursday evening. The connection at Amsterdam was tight (less than an hour), but they added a green little tick saying the flights were confirmed months ago and I was willing to risk it. (Worst case they'd have to put me up at Schiphol, and I'd forgo my Ibis at Bordeaux airport.) I never received any e-mail letting me know of a flight change and when I looked at the booking on the app last week everything was still as I booked it.

This morning (so three days before departure) I received an e-mail from them, asking me to check my details and I noticed that the first outbound flight had been changed, from 17:25 to 9:00, with a 9h+ stop over at Schiphol, which would have been logistically impossible as well as just an intolerable wait. I have spoken to them over the phone. There was no alternative at Bristol or Cardiff, so I have now ended up with a flight from Heathrow at 15:45. 

I was wondering what if any rights I have to compensation? It is neither a cancellation nor a delay, as I'm still due to arrive at the same time as before. Instead of just leaving work early, I'm travelling all day (a 10am bus to Heathrow) and I have the extra expense of the bus fare, though that isn't much (25 pounds). 

If nothing else, I feel KLM really should have informed me of the change rather than secretly changing my booking.  

Thanks for your advice!
Jan

Westin

Sounds like you have now asked for and accepted the LHR option - no compensation IMHO.

Yawn

Hi all,

I promised an update when I had one. When KLM did not respond to my complaint, I took it to AviationADR, their official dispute adjudicator. It took three months but they ultimately conceded that I was right and that they hadn't informed me in a timely manner. Not sure why, but they are paying out 220 pounds -- double what I thought I was entitled to based on my reading of the regulations. Not that I'm complaining!

Will save the celebrations until the money is safely in my account though!

Jan

Yawn

Just a further update on this. Even though KLM agreed to pay out in February, I've had to chase them twice through the ADR (the second time threatening them with the small claims court) and they only paid out this week. 

I had a similar long delay with Lufthansa last year, where they settled and then took months and multiple reminders to pay out. Something MSE may want to look into!

[Deleted User]

Thanks for letting us know.