KLM journey from hell.

user10000

eskbanker said:

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.

Thank you for the clarification, this was not made clear by the Airline but I will contact Eastern.

My understanding is that the flight was originally scheduled to be operated by KLM themselves (as it had been previously). A few days before I was due to fly I received an email stating...

"Due to operational reasons, this flight is now operated by our partner, AIR KILROE LIMITED T/A EASTERN AIRWAYS. We assure you that AIR KILROE LIMITED T/A EASTERN AIRWAYS complies with the same standards as KLM regarding safety and crew training and fully complies with Dutch and European regulations".

My (very limited!) understanding is that Eastern are running a number of KLM flights since March/April 2024 (including KL958 since April) and this has been discussed on another forum... I can't post the link here but it's Eastern Airways-3 on PPRuNe Forums.


Thanks once again, any further advice would be greatly appreciated.

user10000

KLM958 Since beginning of April 2024.

Keithy13

Thanks for your replies. We have just returned home and will be contacting the airline(s) this week. I understand that the flight from Newcastle to amsterdam was the initial cause of the delay. However, the really bad part was being abandonded in Vienna with no support and having to walk from the airport to the hotel at 1AM with luggage. My OH is 73 and has dementia, KLM should have a duty of care for their customers.
I will update as this progresses.

bagand96

eskbanker said:

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.

I don't think that's the case here.  They are not Eastern Airways flights with a KLM code share. They are KLM flights operated by Eastern Airways under a lease agreement.  KLM flight, "KL" flight number, "KLM" flight plan and callsign.  Just the aircraft and crew are Eastern Airways under contract to KLM.  You can't book the flights on Eastern Airways, only via KLM. So it's a KLM responsibility. 

eskbanker

bagand96 said:

eskbanker said:

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.

I don't think that's the case here.  They are not Eastern Airways flights with a KLM code share. They are KLM flights operated by Eastern Airways under a lease agreement.  KLM flight, "KL" flight number, "KLM" flight plan and callsign.  Just the aircraft and crew are Eastern Airways under contract to KLM.  You can't book the flights on Eastern Airways, only via KLM. So it's a KLM responsibility. 

Fair enough - if Eastern aren't deemed as the operating air carrier for the purposes of the regulations then yes, it's the actual operating air carrier that has the liabilities.

bagand96

eskbanker said:

bagand96 said:

eskbanker said:

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.

I don't think that's the case here.  They are not Eastern Airways flights with a KLM code share. They are KLM flights operated by Eastern Airways under a lease agreement.  KLM flight, "KL" flight number, "KLM" flight plan and callsign.  Just the aircraft and crew are Eastern Airways under contract to KLM.  You can't book the flights on Eastern Airways, only via KLM. So it's a KLM responsibility. 

Fair enough - if Eastern aren't deemed as the operating air carrier for the purposes of the regulations then yes, it's the actual operating air carrier that has the liabilities.

It's not always clear cut - in fact sometimes it's as clear as mud who exactly the "operating air carrier" is, or would be deemed to be.  In this case though I think it would be KLM, as they have contracted Eastern for the aircraft to operate a series of their flights all summer.  A bit like Jet2/TUI do in summer peak.

Keithy13

Update:
Thanks for your replies.
Offer of settlement through Aviation ADR received today.