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  • twix72
    this is my letter to KLM, CAN I CLAIM COMPENSATION..THIS WAS THE FIRST LETTER. I HAVE WRITTEN TO THEM MANY TIMES... ALL THEY DID WAS SENT ME A LETTER OF APOLOGY

    Sat, 6 Mar 2010 at 17:316 Mar 2010
    Message starred
    Re: KLC050524KHA46
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    To
    KLM
    dear sir or madam,
    i hav just sent u copy of my correspondence outlining my complaint before i sent u the letter below. i am sending u this again. i hop u receive it... it seems like every correspondence seems to go to separate computers. i fail to understand. heres a copy..pls luk into my case..


    Flag this message[ No Subject ]Tuesday, 19 April, 2005 17:13From: IM WRITING TO COMPLAIN ABOUT THE EXPERIENCE OF MY OUTBOUND AND INBOUND FLIGHT WITH KLM... THE OUTBOUND FLIGHT HAD DELAYS FROM AMSTERDAM TO START WITH.. IM PREGNANT AND WAS GETTING FRUSTRATED.TRAVELLING WITH MY HUSBAND AND A CHILD. DUE TO DELAYS FROM AMSTERDAM DEPARTURE WE MISSED THE CONNECTING FLIGHT FROM NAIROBI TO MOMBASA. ACCOMODATION WAS SORTED AFTER
    SEVERAL ARGUMENTS WITH YOUR STAFF IN KENYA.I HAD LOTS OF PROBLEMS TRYING TO SORT OUT THE CONNECTING FLIGHT THE FOLLOWING MORNING.YOUR STAFF IN NAIROBI WAS EXTREMELY RUDE AND SUGGESTED US TO HAVE TAKEN A COACH TO MOMBASA IF WE WERE IN A RUSH OR PAY EXTRA FOR BUSINESS CLASS AS WE HAD TO WAIT FOR ANY CHANCE OF CANCELLATIONS OR NO SHOWS THROUGHOUT THE DAY. WE WERE THEN PUT INTO A BRITISH AIRWAYS FLIGHT AFTER ARGUMENTS AT 0945 .AFTER WAITING AT THE AIRWAYS FROM 5AM....EVENTUALLY GOT THERE.
    NOW ON MY WAY BACK I MADE SURE I RECONFIRMED ALL THE TICKETS INCLUDING MY SISTERS' (WHO WAS TRAVELLING TOGETHER) SO THAT I DONT GET ANY PROBLEMS ON MY WAY BACK.WE GOT TO THE AIRPORT RIGHT ON CHECKING TIME.WE WERE TOLD THE FLIGHT IS OVERBOOKED AND THE STAFF VERY RUDE SAID CONFIDENTLY THAT IT IS A COMMON THING KLM DOES THEREFORE UNABLE TO GO ON THAT FLIGHT. AFTER SEVERAL DISCUSSIONS WE WERE PUT INTO A LATER BRITISH AIRWAYS FLIGHT . ON ARRIVAL TO NAIROBI HAD TO WAIT AT THE AIRPORT FOR TRANSPORT AS WE DID NOT ARRIVE AT THE AIRPORT AS PER ARRANGED.
    AFTER ALL THAT HASSLE. THE FINAL THING WE WANTED IS TO GET BACK TO UK WITH NO PROBLEMS .. WE GOT TO NAIROBI AIRPORT 3HOURS BEFORE DEPARTURE AFTER A LONG WAIT IN THE QUEUE WHEN WE GOT TO THE CHECK IN DESK WE ARE TOLD OUR TKTS ARE CANCELLED .. KLM DID NOT HAVE AN EXPLANATION FOR THAT. KLM FLIGHTS DONT NEED TO BE RECONFIRMED AS ADVISED ON YOUR WEBSITE... LUCKILY I RECONFIRMED THE TKTS AS THAT WAS THE FIRST QUESTION I HAD FROM YOUR STAFF IN KENYA. I HANDED THE PRINT OUT OF RECONFIRMATION. AND WE ALL GOT STUCK THERE. 4 TICKETS ALL CANCELLED AND KLM HAS NO REASON FOR THAT. FLIGHT FULLY BOOKED THEY COULD NOT SORT OUT SEATS FOR US. WE ALL HAD TO START WORK FOLLOWING DAY IN UK ... I WAS LOSING MY PATIENCE JUST TO REMIND YOU I AM EXPECTING AND WAS GETTING VERY VERY FRUSTRATED BY THIS.THE SUPERVIOSR SORTED THE TKTS FOR THE NEXT FLIGHT WHICH WAS AFTER ALMOST 12 HOURS.. HOWEVER WE WERE TOLD THE AMSTERDAM TO BIRMINHAM FLIGHT IS NOT CONFIRMED AS AGAIN THE FLIGHT IS
    OVERBOOKED THEY COULD ONLY GUARANTEE THE NEXT FLIGHT FROM AMS TO BXM... WE HAD NO CHOICE BUT TO TAKE IT. WE WERE GIVEN TEMPORARY BOARDING PASS JUST IN CASE OF NO SHOWS ON THE EARLIEST FLIGHT AFTER LANDING IN AMS. LUCKILY WE WERE PUT INTO THE NEXT FLIGHT AND GOT TO BXM ... HAD TO ARRANGE TO GET TO LEICESTER AS WE COULD NOT MAKE ANY ARRANGEMENTS OF TRANSPORT FROM BIRMINGHM TO WHERE WE LIVE AS KLM WAS NOT SURE WHEN WILL ARRIVE. I GUESS IF YOU HAD TO GO THROUGH ALL THESE ON OUTBOUND AND INBOUND YOU WOULD LOSE HOPE WITH THE AIRLINE..LAST BUT NOT LEAST I FELL ILL HAD COMPLICATIONS WITH MY PREGNANCY AND HAD TO GO FOR A SCAN NEXT DAY AFTER ARRIVAL...VERY STRESSFUL FLIGHT OF MY LIFE...
    I REGRET TO INFORM YOU THAT WE WILL NOT CHOOSE KLM IN THE FUTURE UNLESS WE ARE COMPENSATED FOR THIS TERRIBLE EXPERIENCE FOR MYSELF. MY SISTER, MY HUSBAND AND MY CHILD. BELOW ARE MY DETAILS OF THE FLIGHT

    FLIGHT DETAILS..
    KL1420V 22MAR BHXAMS 0600 0825 ON TIME.
    KL565V 22MAR AMSNBO 1025 2025 TECHNICAL FAULT. ARRIVED NBO AT 2400.MISSED CONNECTING FLIGHT TO MBA. 23MAR TRANSFERRED TO NORFOLK HOTEL AT 0200. WAKE UP CALL AT 0400 TO BE AT AIRPORT AT 0500 FOR 0700 FLIGHT TO MBA. FLIGHT OVERBOOKED.
    0945 BRITISH AIRWAYS FLIGHT BA8651 OFFERED AFTER LOT OF STRESS AND ARGUMENT AND RUDE STAFF.

    INBOUND
    KQ603V 08 APR MBANBO 0930 1030.
    FLIGHT OVERBOOKED. SEVERAL ARGUMENTS. OFFERED BRITISH AIRWAYS FLIGHT BA8652 TO NBO AT 1015.
    KL4340V 11APR NBOAMS 1000 1810.
    FLIGHT CANCELLED WITH NO EXPLANATION. AFTER A LONG WAIT AT AIRPORT AND HASSLE OFFERED ACCOMODATION FOR THE DAY TILL 1800. READY FOR 2115 FLIGHT KL0566M IF LUCKY.
    AMSBHX NOT CONFIRMED. STANDBY FOR KL1421 AMSBHX 12APR 0715 IN CASE OF ANY LAST MINUTE CANCELLATIONS.

    WENT TO MANAGERS OFFICE IN MOMBASA WITH A WRITTEN COMPLAINT ABOUT OUTBOUND FLIGHT SO THAT WE DO NOT HAVE TO FACE THE SAME PROBLEM WHEN COMING BACK. LEFT THE OFFICE RECONFIRMING OUR INBOUND TRAVEL AND ALL OUR CONTACT DETAILS AND E-MAIL ADDRESS.WE WERE TOLD MARY ANN WACHIRA, CUSTOMER RELATIONS LIASON OFFICER WILL GET IN TOUCH. WE HAVE NOT HEARD FROM ANYONE IN KLM OR KENYA AIRWAYS, VERY DISAPPOINTING.
  • Jelly100
    KLM Compensation Claim
    Hi. I previously tried to claim back in 2009 after our flight from Newcastle was delayed for several hours then cancelled. By the time they arranged a replacement flight, we had missed our connecting flight from Amsterdam, resulting in us finally getting to our end destination (Thailand) around 24 hours later than originally scheduled (they put us up in hotel in Amsterdam overnight). My original claim for compensation was declined due to a mechanical fault which at the time they stated was an extra ordinary event, however, from reading these posts it now appears this can no longer classa mechanical fault as this?? I am therefore keen to reclaim, but didn't know if I should refer to previous claim (struggling to find paperwork with reference numbers etc) or write again not referring to previous correspondence? Any help/guidance greatly appreciated
    • bigspender1971
    • By bigspender1971 13th Feb 13, 4:19 PM
    • 227 Posts
    • 335 Thanks
    bigspender1971
    Looking for advice here. in 2007, five of us flew to the caribbean with KLM. Our flight back was delayed by 24 hours due to a technical fault. At the time, We were given hotel accomodation and food vouchers. I complained when we got back home and evenutally after numerous emails and telephone calls, we were given a travel voucher of 150 euros each to be used against future KLM flights. My question is, should I write and complain again or just leave it? Many thanks in advance!PS I have emails from KLM stating this is not a form of compensation but a gesture of goodwill
  • coja1964
    Any chance of KLM claim?
    Hi,
    Hope you can help.
    Family of 2 adults and 2 kids were booked on flight with KLM on 31.12.2007 very early morning (don't have exact time), from GLA to LIS via AMS. Glasgow flight left on time but less than a half hour into the flight the pilot announced "technical problems" with the plane and we were turning back to their hub in EDI.
    After sitting on the tarmac for some time we were off loaded and told to wait in a departure lounge for further news. Eventually we were advised the plane would not be flying and we would be transferred to whatever airline was able to take us.
    We had to then queue for ages and were given flights with BA flying via London at around 11.30am.
    We did get a 5 food voucher each as compensation.
    We eventually landed in Lisbon around 6 hours late and only just made the family New Year celebrations!
    I'm afraid I have no paperwork or even reference number.
    What are my chances?
    Thanking you in advance.
    • bigspender1971
    • By bigspender1971 13th Feb 13, 4:40 PM
    • 227 Posts
    • 335 Thanks
    bigspender1971
    Delayed flight was October so better get writing that letter! Thanks for your help!
  • martin_j045
    KLM flight compensation
    Can anyone help?
    I have had two long haul flights with serious delays that ended up with overnight stays. One in Amsterdam on route to the USA (2008), the flight was MAN-AMST-ORD and one in Bangkok (could be '07,'08 or '09) on route to Taiwan, the flight was MAN-AMST-BKK-TPE. Whilst my passport is stamped with the relevant arrival dates I have no flight numbers that I can quote to KLM to confirm these delays and reference to appropriate to flight No's. Any ideas how I could get this info and would KLM be happy to give this?
  • twix72
    Firstly, please never post in capitals again!

    Secondly, outbound flight you were delayed in reaching your final destination by more than 3 hours and therefore are entitled to 600 euros per passenger compensation.

    Thirdly, inbound flight meant you were also delayed in reaching your final destination by more than 3 hours so again are entitled to 600 euros in compensation.
    Originally posted by Centipede100
    Thankyou so much...I have sent them an email and copy of letter. Hoping to hear from Kim soon
    • Tom The Great Sebastian
    • By Tom The Great Sebastian 14th Feb 13, 8:54 AM
    • 986 Posts
    • 1,154 Thanks
    Tom The Great Sebastian
    We flew with Klm from ams to Dubai feb 2012, flight cancelled, put up in hotel, fed, flew next day got 50€ voucher each.
    Copied and pasted the standard letter in here last week asking for €600 each, within a week got 250 vouchers each so am pleased with that
    Originally posted by Colmorgan
    I,too,received a fairly speedy response from KLM after an initial problem.

    About a year ago I flew via KLM from Amsterdam to Dubai.

    The flight was cancelled, I was put up in a hotel ( and had a very enjoyable evening sampling the combustible delights of that fine city ) and eventually departed the following day arriving about 24 hours late.

    I was also given a €50 KLM travel voucher.

    A pal of mine used an EU Claims company to secure compensation from KLM ( €600 minus €120 fee ) but, as I hadn't kept my ticket stubs or booking information the company wouldn't take on the case for me.

    I emailed KLM for details of the flights and was surprised to receive a reply back stating that my connecting flight into Amsterdam had arrived late and therefore I was put on the following day's flight.

    Which was, how shall we say, not the case.

    Last week I followed the MSE guidelines and used www.flightstats.com to discover that my connecting flight had actually arrived early.

    Furnished with this information I emailed KLM once again requesting compensation and quickly received a reply offering €600 cash or an €800 KLM travel voucher.

    I have taken the €600 in cash and offer thanks to MSE for this campaign and also KLM for fronting up when in receipt of the correct information.

    €600 for a night on the lash in the Dam - how bad is that !
  • bluntysaurus
    Claim reject
    I made a claim against BA for a late flight in 2007. I am sure at the time they said the delay was due to computer problems but when I claimed the reply was that the plane was delayed due to bad weather and my claim was rejected. I have no proof of even being on the flight after nearly 6 years so I suppose I will have accept their decision.-Unless anyones got a good idea!
  • FStanwood
    Hello,

    I flew in mid-2005 and was delayed 15 hours on a KLM flight. KLM have claimed it was a technical fault and therefore they do not have to pay. I contacted them in 2005 originally and they claimed the same thing. If the CAA find that the technical fault does not fall under the rules of 'extraordinary circumstances', what exactly can be done? Would the 6 year small claims rule apply, even if what KLM said to me in 2005 was found to be false?
  • makingtrails
    Contacting Air France
    Is it best to post a claim to Air France or send it via email?

    I have the address down as:

    Air France - Europe
    Customer Care Center
    TSA 21235
    75564 Paris Cedx 12
    France

    Email link is available on their website (i'm not allowed to post links yet)
  • makingtrails
    Is it best to post a claim to Air France or send it via email?

    I have the address down as:

    Air France - Europe
    Customer Care Center
    TSA 21235
    75564 Paris Cedx 12
    France

    Email link is available on their website (i'm not allowed to post links yet)
    Originally posted by makingtrails
    Seems they won't allow you to enter your flights details prior 2010 on their website so think i'll just post it.
  • 2sides2everystory
    KLM flight being cancelled as I write - need options
    Hi there - urgent advice appreciated on this one:

    Today's flight KL1672 due to have departed BCN for AMS at 1315 looks like it is being cancelled as I write. I have friends on it who have a connecting flight at Schipol to catch who have been offered a circuitious re-routing via other KLM destinations which will delay them by a total of about 6 hours at their final destination and guess who has to pick them up in the middle of the night!

    What general options may they have?

    How about an extra night in BCN on KLM? Or a right to book re-routing via another airline ?

    Anyone?
  • 2sides2everystory
    KL1672 currently showing a delay of 82 minutes as of 12.53pm UK time.

    Options if they miss their connection at AMS to final destination will depend on what flight options availableat the earliest opportunity to that destination with available capacity.
    Originally posted by Centipede100
    Yes showing a delay at the moment but who knows what to believe as KLMs own website showed it as no problems and actually departed as at 13 mins past the scheduled time and it seems my friends were called to the desk for re-routing due to their connection ... the previous flight BCN-AMS was delayed and the next one is definitely cancelled.

    Their booking has been changed and they have to collect their baggage and check it in again on a Brussels airline flight to Brussels then to another intermediate airport then final destination near to midnight.
  • Ich
    Looks like it is due to weather (snow) at Amsterdam Schipol

    http://www.schiphol.nl/Travellers/News/DelaysAndCancellations2.htm
  • 2sides2everystory
    Yes thanks C100 and Ich.

    It seems a bit of a rushed re-routing and false information ("sorry that better last flight is full" - I have checked and it isn't) was given about a better re-routing that would have got them home 2 hours earlier via a closer home airport.

    They are about to embark on the round the houses re-routing now but then have 3 hours kicking their heels in Brussels which perhaps they can use to persuade someone to improve the re-routing. I have spoken to KLM by phone and they say only airport staff can help.

    I wonder who KLMs rep at Brussels will be ? I am not sure there is a KLM desk there ...

    Edit 1504: Meantime I don't know if they are still in BCN as they are now booked on SN3702 and I have no information on its status, but their original flight clearly wasn't delayed as long as first thought and is now in French airspace without them.

    Edit 1507: Ah I can see SN3702 is also about to enter French airspace - thank goodness for flightradar24.com!
    Last edited by 2sides2everystory; 14-02-2013 at 2:07 PM.
  • Ich
    Given the warning about Schipol, it's maybe best that they are being kept away from there in case of further cancellations
  • 2sides2everystory
    Yes that could be so, but I would like their re-route to final destination to be improved when they land in Brussels shortly - since they are using other airlines for re-routing, there are still at least two better options avoiding AMS which both save 2 hours getting home.

    I just haven't yet found anyone in AirFrance KLM or working on their behalf to arrange it yet. It's that Cygnific outsource outfit which answers their phones on this kind of thing. I am waiting for a call from a 'senior' Cygnific person.

    Edit 1605UK time (just realised my earlier update times may have been CET): Update: Fingers crossed, said Cygnific person has called me back and offered to call the intrepid travellers directly now in Brussels Airport.

    Edit 1620 UK time: Cygnific have talked directly and have even been persuaded to talk directly to the other airline's desk agent at Brussels. Bag relabeling is in progress to a new last flight that gets to an airport closer to home and saves 2 hours ... what could possibly go wrong ?
    Last edited by 2sides2everystory; 14-02-2013 at 4:23 PM.
  • 2sides2everystory
    We flew with Klm from ams to Dubai feb 2012, flight cancelled, put up in hotel, fed, flew next day got 50€ voucher each.
    Copied and pasted the standard letter in here last week asking for €600 each, within a week got 250 vouchers each so am pleased with that
    Originally posted by Colmorgan
    Very good to hear that they have the compensation claims handling sorted.

    Also, no thanks to Cygnific (they who are the atrocious sub-contracted excuse for AirFrance KLM Customers Services, and who are disgracefully argumentative and at best only ever do half a job, we have just optimised our re-routing and got boarding passes for it.

    It was a change of duty at the SAS desk at Brussels that unstuck a systems glitch which was not allowing them as the re-route airline to issue boarding passes for the past half hour.

    The Cygnific supervisor (for KLM) did half a job and got the flights changed on the Amadeus system. Although she did call my friend, in the end she did not speak with SAS. Clearly however, she did something that registered the new flights we wanted with SAS and on Amadeus. I could even see the changes using Amadeus "CheckMyTrip" application which I recommend, and via the View My Booking options on the SAS system to the re-routed destination. The KLM online system however had not been updated and the SAS agent was faced with a persistent wrong connecting flight when they tried to issue boarding passes.

    The fresh on duty local SAS agent decided it was a challenge and managed to sort out boarding passes. I saw the change had occurred when viewing the SAS Check In facility.

    Meantime I had already called Cygnific again to tell them the problem. They weren't much interested- I explained that it was causing unnecessary stress. Cygnific are in the Netherlands I think and they seem (from my experience of maybe fifteen calls with them over the last couple of years) to employ a lot of very argumentative (don't tell me how to do my job) females. This one said that it should not be causing stress because there was still 2 hours before the Brussels departure. I insisted it was again put to a supervisor and that they again call my friend directly.

    They called me back instead. Supervisor had said it is not KLMs problem that they had sent a new eticket to us by email and if we couldn't open it (as if that was the problem! - we weren't trying to open any email - we were trying to unstick a computer system KLM had left in disarray that would not allow a boarding pass to be issued by a desk agent who dearly wanted to do so!)

    Air France KLM need to learn big time from the p-poor reports like this. They do not help themselves when they fail to put resources behind re-routing tasks. If they had made a good job of re-routing instead of having hundreds of passengers running around like headless chickens today then they would likely not receive the delay compensation claims that they might now receive because customers like us might well think "KLM bloody well deserves it the way they gave us the runaround".

    It is an interesting one from a compensation point of view because:
    1) reason for re-routing was airline disorganisation on the first leg of a two-leg connecting flight all within EU, due to weather related but not weather caused disruptions.
    2) original re-routing would have made the customer 6 hours late arriving at original final destination and at midnight instead of 6pm - e.g. need for a hotel ?
    3) improved re-routing at our request was to a different final destination arriving 5h45m later than original schedule but at an airport 1h30m hour closer to home by car - no question of a hotel being needed.

    Interestingly the View My Booking option on the KLM site now has a lame notice in the corner saying Compensation Entitlement GBP2.00 for all passengers with a button to click to Claim Compensation
    Last edited by 2sides2everystory; 14-02-2013 at 5:49 PM.
    • MissBailey
    • By MissBailey 15th Feb 13, 9:42 AM
    • 951 Posts
    • 6,649 Thanks
    MissBailey
    I have also had my flight to Amsterdam cancelled today. We were due to fly at 6am from Cardiff but it was cancelled yesterday just after 5pm. It was due to weather conditions however when I've checked arrivals at Schipol there are other KLM flights that landed at the same time? Also despite there being seats available in Business on a flight from the same airport at 10:30am they have re-routed us to Bristol at 5.20pm meaning we miss a whole day pretty much and have to travel further to get our flight. Is this acceptable practice? Do I have any comeback at all? When I spoke to Customer Services (who were abysmal by the way and only let me hold to speak to an advisor when I selected the option that I wanted to purchase a ticket, and even then it took 45mins to get to speak to anyone.) it was only 12hours to the 10.30 flight so it was unlikely to fill up.

    I'd be grateful if anyone has any advice. Thanks

    ETA: I've just double checked and as far as I can see mine is one of only two cancelled flights at Schipol between 8am and 10am!
    Last edited by MissBailey; 15-02-2013 at 9:51 AM.
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