KLM refusing claim for expenses

Sugarbar

Hi,

I am looking for advise regarding a claim with KLM.

On the 20th of December 2025, my family was flying to Bangkok from Edinburgh. The first two flights were with KLM from Edinburgh to Amsterdan and then Amsterdan to Warsaw. The flight from EDI to AMS was delayed due to bad weather in AMS and we missed our connection to Warsaw. KLM admitted they were liable to accommodate us (verbally) as there was no alternative flight to Warsaw that day but due to the chaos of delays and cancelations they had run out of beds with their contracted hotels so they advised us to find a hotel nearby and keep receipts for all reasonable expenses. We were then offered a flight from AMS to Billund (Denmark) and Billind to Warsaw leaving 24 hours later (around 18:00 on the 21st of December). We were flying with two children (12 and 15 years old) who were extremely tired and stressed. The flights KLM offered were not "like for like" so we had no choice but speak to our travel agent and look for alternative flights.

We made a claim for the expenses and we received a rejection from KLM stating that as the delay was caused by bad weather, we were not entitled to "compensation". I argued that we were not looking for compensation but for reimbursement of reasonable expenses which were €281 for dinner for 4 at the airport, 2 hotel rooms, taxi to the hotel and back to the airport. After weeks of chasing, KLM are now saying that we are not entitled to the reimbursement either as we decided not to fly with them, my argument that the option offered was not suitable/like for like has been rejected.

I have now also raised a claim with Aviation ADR to see if they can help.

I am wondering if anyone has experience with a similar situation, are we entitled to reimbursement of our reasonable expenses in this situation or not?

Thank you in advance.

Isthisforreal99

Were you offered a refund of the 'unused' legs and was this accepted by you?

Westin

"The flights KLM offered were not "like for like" so we had no choice but speak to our travel agent and look for alternative flights".

Can you explain what you meant by this? Was it just that the flights were 24hrs later and partly rerouted, a change in cabin class perhaps, seating no longer together?

When did you tell KLM that you felt their new flights were not suitable? Immediately after the rerouting via Billund, the following day at check-in, or did you not communicate this directly to the airline?

Sugarbar

Hi,

Thank you for your comments.

We have now been told that we are entitled to a refund for the "unused" leg but have not spoken to KLM yet about how much this would be. I will need to check this. I fear if we ask for a refund we will void our claim for reimbursment which may still be successful.

The flights were not "like for like" as we had a flight from AMS to Warsaw and we were offered a flight from AMS to Billund and Billud to Warsaw. As I said, we were travelling with kids and Warsaw was not our final destination so it would have taken days for us to get to Bangkok as there was no connection from Warsaw to continue our trip on the evening of the 21st of December.

We didn't inform KLM that the flights were not suitable at the time as the 20th of December was an extremely busy day of travelling and disruption due to the weather. It took hours upon hours on the phone/webchat/emails to Mytrip to get the alternative flights sorted. The queues in front of the KLM desk were never ending and they stopped offering numbers in the queue as their staff were overwhelmed. In summary, we didn't have the chance to speak to them as we were more worried about finding an alternative solution to continue with our trip.

Woodstok2000

I think you've got a reasonable claim here (that's no guarantee KLM will see it that way though). It's complicated because you organised your own onward travel, but ultimately those expenses for one night would have been due to you regardless.

In your communication with KLM and the ADR, I would focus on that aspect. Make it clear that you only decided to change your travel plans on 21st Dec when you found better flights, and at that point KLM were already liable for the overnight expenses.

Keithy13

Hi, I had a similar situation with KLM. Eventually settled. See my thread here

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/81921709#Comment_81921709

I'm not convinced that this is correct - reimbursement of accommodation and transport is effectively conditional on accepting the airline's proposed rerouting.

Regulation 5.1(b) covers the eligibility for the right to care provisions in the event of cancellation, stating that passengers shall (inter alia):

be offered assistance by the operating air carrier in accordance with Article 9(1)(a) [meals] and 9(2) [phone calls], as well as, in event of re-routing when the reasonably expected time of departure of the new flight is at least the day after the departure as it was planned for the cancelled flight, the assistance specified in Article 9(1)(b) [hotel] and 9(1)(c) [transport]

The water is undoubtedly muddied when the proposed rerouting is considered by the passenger not to comply with the airline's obligation to offer "re-routing, under comparable transport conditions, to their final destination at the earliest opportunity" but I can see the airline's argument that they're only on the hook for the article 9 expenses if the offered rerouting is accepted. If they accept financial liability for reimbursing the flights that were taken (as opposed to just refunding those that weren't) then they ought to accept the right to care costs, but if accepting a refund of the original flights then it would be more challenging to claim…

OP - what's the difference in arrival time in Bangkok between the rerouting offered by KLM and the flights you did eventually take?

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/81921802#Comment_81921802

Yeah, its definitely not clear cut and I think the airline would agree with your position. My counter argument would be that if they are liable for thr expenses at the point I incur them, they cant then change that retrospectively based on a later decision I make.

My 'ad absurdum' example would be a case where I get delayed overnight and offered a flight the next day. KLM cover my overnight expenses, and the next day my new flight is delayed again - if I then choose a refund and to make my own plans, that doesn't change KLMs liability for the expenses already incurred.

I don't know how that would stand up ina legal argument, but that's my perspective.

Sugarbar

Hi Eskbanker,

I understand your point. Our claim relays on the unsuitability of the rerouting.

The flights KLM offered us not only were not like for like as it was not a direct flight to Warsaw but they would have left us with no viable connection from there. I appreciate this is not KLM's problem as they were only liable for the section Edinburgh to Warsaw.

The alternative flights that Mytrip.com organised for us were completely different to the original itinerary so we ended up going from AMS to Oman and Oman to Bangkok. We arrived just over 24 hours later than originally planned. The rerouting offered by KLM would have delayed us by another 24 hours although that was not considered as we found a better option.

KLM have already replied twice to my email advising they have nothing further to add and do not want to engage anymore that's why I have raised the claim with Aviation ADR. I haven't asked for the refund of the unused flights as I understand this would jeopardise my original claim but may have to do this if we believe we have no chance of getting reimbursement.

Regards

Sugarbar

Hi Woodstock2000,

That's exactly my position. KLM admitted they were liable for our expenses on the evening of the 20th of December. The issue was that after waiting for almost 2 hours in a queue, by the time we got near the front, they had no rooms left in their hotel contract. Apparently hundreds of passengers had been left stranded on the day. The staff apologised and advised to make our own arrangements and keep receipts. Also, we did get vouchers for food which should have been given to us in Edinburgh, by the time they appeared on my emails, we were already in AMS and could not be used as they were exclusively for use at Edinburgh airport. They sent them out when we were already in the air!

All of the above proves that KLM admited liability, it was only the following day when we realised the flights offered wouldn't work and were offered an alternative by the agent that we decided not to take their flights.

Regards