KLM bereavement rebooking & complaint - advice please

SW6Joao

I booked a return flight Lisbon-Minneapolis (via Boston) on 3-8 March 2024. My grandmother passed away during my trip and I had to return to Lisbon. I called KLM customer service to report my bereavement and request a flight change, in order to allow me to attend her funeral.

I rang the number on the KLM UK website and the customer assistant transferred the call… to Eastern Europe, who then have me the right number in the UK, where I live. The customer assistant I spoke to was empathetic and found alternative flights, which he booked me on. I was asked to provide the death certificate (which I emailed) and indicated that they needed confirmation from the back office to waive the fees. I then received an email offering condolences and asking me to call customer service. I was then told that I would need to pay in excess of £1500 for the new flight (more than the original return flights). By contrast skyscanner offered suitable flights with Delta, United, TAP for about £750 at the time.

I assumed it was a misunderstanding, given the earlier information, and waited (1h on the line) to speak to a supervisor, to no avail. I made my way to Minneapolis airport and the check-in desk people told me that everything was fine and I was issued paper tickets. However, when double checking with KLM customer service on the phone and gate (to avoid being denied boarding), I was told that my e ticket number wasn’t valid unless I paid the >£1500 fee.  

The KLM person on the phone showed zero empathy and was outright rude (e.g. “your voice is muffled like a robot” - possibly because I called via wifi). Eventually, I was told that I would NO LONGER be able to board the flight (even paying the extra £1500) as it was just less that 3h away, and these were their procedures. I was at the gate.

I missed my grandmother’s funeral (and eventually booked a cheaper flight with another airline).

I am in disbelief at the lack of empathy, humanity, professionalism, and values showed by KLM staff and KLM procedures.  I cannot understand why bereavement procedures were not followed and, if KLM could not rebook me on a flight, why didn’t they tell me in time to allow me to book a flight with another airline?

Does anyone have advice on how I can complain about this (EU passenger rights? other?) I have recorded a complaint on KLM website, but given the above I expect the same level of customer relations.

Thank you in advance for any advice
Joao 

Westin

Did you did you have travel insurance?

Emmia

If you have travel insurance, does it cover the death of a grandparent, or only a parent / child / sibling?

DullGreyGuy

Condolences on your loss.

What "rights" do you think you have? 

There is no "death cancellation right" written into EU or UK law, you ultimately make a choice when booking if you want fully flexible, partially flexible or non-flexible tickets, the issue is as you go further to the left the price goes up and so most people want flights as cheap as possible so book non-flexible tickets. When I had an ill relative I started booking semi-flexible tickets knowing I could bring forward by flight if needed. 

An airline may be willing to make a gesture of goodwill in certain circumstances but no one obliges them to and you cannot force them to either. Were this not the case then travel insurance would be a very different product than it is as thousands of claims are made each year for travellers too ill to travel, lose a loved one or are made redundant etc all things that on a human level you have to be sympathetic for but not all of which an airline will waive fees/refund tickets for else everyone else just ends up paying much more. Whilst I sympathise with you I dont want to be the one paying your ticket for you.  

What seems to have been the gap is when they said they'd email the back office to see if the fees could be waived it seems odd that you didnt at that point ask what the fees would be if they weren't waived. 

You should check your travel insurance to see if it covers the situation.