Connecting flight delayed for 3 days - KLM refusing to pay hotel expenses
in Flight delay compensation
9 replies 176 views
First time poster, I didn't know where else to turn and really hope someone can help!
In June 2022 we travelled back from Oslo - via Amsterdam - Newcastle. It was a public holiday weekend when we arrived at Amsterdam Schiphol and the airport was chaos, with lots of cancelled flights and people queuing for hours at the customer service desk.
Our connecting flight back to Newcastle was also now showing as cancelled and a KLM employee handed us a letter asking us to leave the airport and find our own accommodation. The letter confirmed they would pay hotel expenses up to 150 euros a night, food expenses, transport etc.
KLM were unable to offer us a flight back to Newcastle until 3 days later.
On arrival home, we immediately submitted all the necessary receipts, which added up to nearly £1000 due to the inflated costs of hotel rooms at the time.
After months of emails and chasing we have been told that our connecting flight was cancelled due to 'extraordinary circumstances' and we are not eligible for compensation. Fine, but they have still not reimbursed us for any of our expenses and closed our claim.
I have now sent multiple emails trying to recoup at least some of our expenses and received no response. I have also opened a case through resolver but it says it has already been escalated to the highest level. I'm not sure where to turn!
- If a flight is cancelled due to extraordinary circumstances am I still eligible to claim for expenses incurred whilst we were stuck in Amsterdam?
- Should I now try to claim through our travel insurance?
Thanks for reading ( sorry for the essay)!
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Yes, but make sure they are 'reasonable'. If they see things like alcohol listed on receipts, or you have claimed for fine dining meals or book yourself into an expensive hotel, then expect to have a claim rejected. Reasonable expenses for your stay in Amsterdam, not for extended car parking at your home airport, dog kennel fees etc. Might seem obvious but anything outside of the claim boundaries might mean the whole claim gets rejected.
How many of you were there or was there some other reason for such a delay ?
There were 2 of us travelling (myself and my partner). They tried to reroute us via Paris and Edinburgh but all the options were still travelling 3 days later.
Our spend included a hotel room for 3 nights (an average of £200 per night for a basic hotel due to the public holiday) and food. I also submitted receipts for essential items (back toiletries, a tshirt, undies etc) as we only had our hand luggage with us. I appreciate they may not cover all of these costs, but I would be happy to have even half our money back.
KLM have closed our case so I'll try Aviation ADR and see if I can escalate.
The flight cancellation regulations oblige the airline to reimburse overnight accommodation, meals and transport - in fact they actually require the airline to arrange the accommodation, so if they imposed an unreasonable blanket allowance for that, which didn't correspond to what was actually available, then that should be a strong case at ADR.
However, these regulations don't cover emergency purchases of essential items, which are covered separately by KLM's delayed baggage policy, so if everything was lumped together on one claim then that may have contributed to its rejection.
I really appreciate your help. This situation has been causing me a lot of stress to the point where I felt like giving up.