KLM journey from hell.

Keithy13

We have just arrived in Bangkok after the journey from hell. The flights were booked directly with KLM. Newcastle to Amsterdam, then Amsterdan to Bangkok. Leaving Newcastle at 13.40 Tuesday to arrive in Bangkok 9.30 Wednesday.
The Newcastle to Amsterdam flight was deayed so the Amsterdam to Bangkok flight was missed. KLM the booked us on Amsterdam to Vienna then Austrian airlines Vienna to Bangkok. The Amsterdam to Vienna flight was delayed, then just as boarding was commencing they decided to change aircraft, unload luggage go to a different gate. Due to this delay the Vienna to Bankok flight had already departed.
At this point it was after midnight and we were in effect abandoned in Vienna airport, no support, no one there to ask, no communication. Eventually we were wandering the airport and discovered by chance our luggage (which had been checked through to Bangkok) lying beside a carousel. 
We eventually found a representative in a different terminal who arranged a hotel and a flight the following day. 
We had to walk with 3 suitcases + personal bags from the airport to the hotel.
Just for information I am 69 and my wife is 73 and has mild dementia.
Finally arrived in bangkok 24 hours late.
This is a short version of the nightmare.
Any advice on the next steps would be appreciated.

Westin

Sorry to hear you had a disrupted journey.

KL958/09APR was 37 mins late arriving into AMS. It arrived at 16:33.

Do you know the reason for the delay? 

KL875/09APR was scheduled to depart 17:05 and left slightly late as well.

With connections I always try to build in buffer time for those ‘what if’ scenarios.  Your connection was tight and as you found, even a small disruption can lead to bigger issues.  I think I would have opted for one of the early two KL flights between NCL-AMS that day, just to build a better buffer in case of problems. 

There maybe liability to obtain flight delay compensation, but this depended on the reason for the delay and if fault lay with KLM.

Hope you can however continue with your trip and get to enjoy your holiday.

daveyjp

I appreciate the booking system must have considered adequate time was left betwen the flights, but from the times given by Westin a 4pm arrival at AMS for a connecting flight leaving at 5pm is very very tight.

Keithy13

Thanks for your replies.
It was the fact that we were abandoned by KLM on landing in Vienna, with no communication or support that is the issue.

Ayr_Rage

The planned transfer time in Amsterdam was 70 minutes according to their schedules, which is very tight, personally I would not have booked such a tight connection.

As for the issues at Vienna, you did say you eventually found someone to help but even so make a formal complaint to KLM and see what they offer.

bagand96

Given that KLM rebooked you on Austrian Airlines, and you then missed your connection in Vienna, would it not be Austrian responsible for your care and rebooking in Vienna? 

I'm not sure how the EC261 regulations work in relation to rerouting when the carrier rebooks you on another carrier.

As @Westin says you may be eligle for EC261 compensation from KLM, it can be dealt with when you're back though. Enjoy your trip. 

Keithy13

bagand96 said:

Given that KLM rebooked you on Austrian Airlines, and you then missed your connection in Vienna, would it not be Austrian responsible for your care and rebooking in Vienna? 

I'm not sure how the EC261 regulations work in relation to rerouting when the carrier rebooks you on another carrier.

As @Westin says you may be eligle for EC261 compensation from KLM, it can be dealt with when you're back though. Enjoy your trip. 

Thanks for that, just to be clear the Amsterdam to Vienna flight was KLM.

user10000

The exact same thing happened to us. Have you contacted KLM and received a response?

Keithy13

user10000 said:

The exact same thing happened to us. Have you contacted KLM and received a response?

Not yet, we are waiting until our return to the UK. Have you contacted them?

user10000

Yes. I raised a complaint with them and they used the excuse of 'poor weather conditions'. Their customer service was very poor and despite sending a couple of emails I just received 'cut and paste' responses. I wasn't happy with their excuse as I noted that most other flights left Newcastle and Amsterdam on schedule that day.

I've since logged a complaint with the Aviation ADR scheme and I'm waiting to hear back. I think there's an issue with Eastern Airways running the flight out of Newcastle. If you Google flight history for KL958 over the last two months the punctuality is absolutely shocking.

It will be interesting to see what response you receive. 

eskbanker

user10000 said:

I've since logged a complaint with the Aviation ADR scheme and I'm waiting to hear back. I think there's an issue with Eastern Airways running the flight out of Newcastle.

Just to be clear, if the issue you had was caused by an Eastern Airways flight being delayed then you should be claiming from them, even if your ticket was booked through KLM and the flight running as a codeshare - under the UK261 regulations it's the operating air carrier that has the liabilities.