KLM cancelled flights due to snow at Schiphol airport

JMc1993

Hi all, looking for some advice.

Our flights from Newcastle to Linköping via Amsterdam were cancelled on 6th Jan due to the weather conditions at Schiphol airport.

We were then rebooked onto new flights the following day but these were also cancelled shortly after.

After struggling to get into contact with anyone at KLM, I finally was able to speak to someone at the service centre on the phone. Obviously we wanted to avoid Amsterdam if possible because it looked likely that these flights would continue to be cancelled or delayed. They were only able to offer flights for the 10th Jan at the earliest which was again via Amsterdam. I mentioned several alternative flights from Newcastle to Stockholm instead via London or Edinburgh to Stockholm which would get us to our destination at an earlier date and were available to book. However, they said this was not possible. I begrudgingly agreed to the only rebooking offered with KLM.

Shortly after I went ahead and booked the alternative flight from Edinburgh to Stockholm with Norwegian which will get us home earlier and avoid the chaos at Schiphol.

Now I still have my rebooked flights with KLM for the 10th January.

I know that my EU passenger rights ensure that KLM were required to reroute me to my destination at the earliest opportunity. This obviously hasn’t happened because they only offered me alternative flights with KLM and not with other airlines, even though alternatives were available (as proved by myself booking the earlier flight with Norwegian which we will now take).

What should I do now?

Will I be able to request reimbursement for the Norwegian flight, train from Newcastle to Edinburgh, train from Stockholm to Linköping etc? Or am I only entitled to request a refund for the cancelled flights with KLM?

Should I leave the rebooked flights with KLM as they are? So that we will be “no-shows”. Or should I request a refund / cancel the booking now? Maybe this might waive my right to reimbursement for arranging alternative travel?

Any advice would be greatly appreciated. Thanks!

eskbanker

As you say, your rights are for a rerouting at the earliest opportunity, so if they refused to arrange this for you, despite being made aware of a reasonable alternative, then you can pursue them for the additional costs incurred.  As ever, there's a big difference between having rights and enforcing them, so you may need to take them to court to get reimbursement, but if you're already committed, by purchasing the alternative flights, then you now have nothing to lose.

Given you know you won't be using the KLM flights, I'd suggest that it would make sense to notify them (before Saturday) that they have failed in their obligation to reroute you per the regulations, and that you will no longer be needing your booking with them but will be pursuing them for the cost of the alternative flights (and associated trains).  They may well point out that you accepted their proposed rebooking though....

Taking a refund may be easier, but how do the costs compare?

saajan_12

JMc1993 said:

Hi all, looking for some advice.

Our flights from Newcastle to Linköping via Amsterdam were cancelled on 6th Jan due to the weather conditions at Schiphol airport.

We were then rebooked onto new flights the following day but these were also cancelled shortly after.

After struggling to get into contact with anyone at KLM, I finally was able to speak to someone at the service centre on the phone. Obviously we wanted to avoid Amsterdam if possible because it looked likely that these flights would continue to be cancelled or delayed. They were only able to offer flights for the 10th Jan at the earliest which was again via Amsterdam. I mentioned several alternative flights from Newcastle to Stockholm instead via London or Edinburgh to Stockholm which would get us to our destination at an earlier date and were available to book. However, they said this was not possible. I begrudgingly agreed to the only rebooking offered with KLM.

Shortly after I went ahead and booked the alternative flight from Edinburgh to Stockholm with Norwegian which will get us home earlier and avoid the chaos at Schiphol.

Now I still have my rebooked flights with KLM for the 10th January.

I know that my EU passenger rights ensure that KLM were required to reroute me to my destination at the earliest opportunity. This obviously hasn’t happened because they only offered me alternative flights with KLM and not with other airlines, even though alternatives were available (as proved by myself booking the earlier flight with Norwegian which we will now take).

What should I do now?

Will I be able to request reimbursement for the Norwegian flight, train from Newcastle to Edinburgh, train from Stockholm to Linköping etc? Or am I only entitled to request a refund for the cancelled flights with KLM?

Should I leave the rebooked flights with KLM as they are? So that we will be “no-shows”. Or should I request a refund / cancel the booking now? Maybe this might waive my right to reimbursement for arranging alternative travel?

Any advice would be greatly appreciated. Thanks!

Ordinarily yes they are responsible for rerouting you at the earliest reasonable option, which is not fulfilled if there are options days earlier. However you then agreed with their routing (begrudgingly or not) which occupies that seat. It may then be unreasonable to also expect a refund / reimbursement which essentially means they pay twice.  

I would try to rescind that agreement as soon as possible. How much is the difference between refund and rerouting? If small, I'd take whatever option they more easily. The bigger struggle is getting them to offer anything due to your apparent agreement. 

JMc1993

As we landed in Sweden yesterday, we saw notifications about the latest rebooked flights also being cancelled. We were then automatically rebooked again to new flights on 12th Jan.

I estimate we would receive about £250 for a refund for the original cancelled flights. Our alternative travel arrangements came to around £510 with flights and trains.

I found that KLM themselves have information regarding the ongoing disruption due to the weather here underneath their travel alerts information. Here they state "If you find suitable alternative travel options yourself, this may help you reach your destination sooner." and "If you find a better alternative yourself while waiting, you may book it and request a refund afterward"

I am thinking to firstly try to inform KLM that I have made alternative arrangements and am now in Sweden, so I will not be needing to travel anymore on the 12th. Then make a claim with KLM for reimbursements for the alternative arrangements and then see what happens.

eskbanker

JMc1993 said:

I found that KLM themselves have information regarding the ongoing disruption due to the weather here underneath their travel alerts information. Here they state "If you find suitable alternative travel options yourself, this may help you reach your destination sooner." and "If you find a better alternative yourself while waiting, you may book it and request a refund afterward"

Make sure you secure a screenshot of that!