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    • Caz3121
    • By Caz3121 9th Mar 13, 11:54 AM
    • 12,614 Posts
    • 8,234 Thanks
    Caz3121
    Just wondering if you can help me regarding an awful delay in 2007. I was coming from Mozambique and had a flight change in Joberg. We boarded the plane which couldn't take off. We sat on it for about 4 hours before being shuffled back to the airport. Then around midnight we went through immigration and taken to a hotel, arriving about 2am - at 5am we were hoarded back to the airport and flown back to London approx 8am. I can't remember how long the delay was but probably 12 hours or more. It was a grueling and exhausting time. Problem is I don't have any of the details. I know we arrived at Joberg from Pemba Mozambique on 15/9/07 and flew back to London on 16/9/07. I wrote a letter of complaint and got a 50 voucher (not much use to me and was never used).
    I think I read that you can only claim with these guys 2 years back! Do you know if I can make a claim for this? many thanks Sydd
    Originally posted by syddarthur
    Which airline/routing were you booked to travel with - I can see a South African Airways flight that was delayed 881 minutes but assume as you have posted on this board it was KLM or AF, were you going through AMS or CDG?
  • syddarthur
    ?sa
    Hi Caz
    Many thanks for the help. I can't really remember - I thought it was SA but I've got a voucher from KLM. I only chucked all the paperwork out a year ago!! What did you see another post here with the same dates? I'll have to scroll through. Do you know any way of finding out flight nos etc?
    Cheers
    Sydd (Sarah)
    • Caz3121
    • By Caz3121 10th Mar 13, 6:35 PM
    • 12,614 Posts
    • 8,234 Thanks
    Caz3121
    Hi Caz
    Many thanks for the help. I can't really remember - I thought it was SA but I've got a voucher from KLM. I only chucked all the paperwork out a year ago!! What did you see another post here with the same dates? I'll have to scroll through. Do you know any way of finding out flight nos etc?
    Cheers
    Sydd (Sarah)
    Originally posted by syddarthur
    was it a direct flight from JNB to London (and if so, can you confirm it was Heathrow)
    If it was SA, as they are a non-EU airline and the flight was departing from a non-EU airport then these regulations do not apply
  • syddarthur
    unsure!
    Hi Caz
    Well my voucher is from KLM (still have it) so I guess it must have been KLM. I can't remember if I came back through Heathrow or Gatwick. I'm swinging towards Heathrow though! I sent them quite a few letters as it was a very poor service.
    I just filled in the online complaint and compensation request and will send in a letter too. I remember getting back to the UK late at night and travelling across London to my sisters arriving about 1am so must have arrived 11pm.
    Cheers
    • Caz3121
    • By Caz3121 10th Mar 13, 7:07 PM
    • 12,614 Posts
    • 8,234 Thanks
    Caz3121
    Hi Caz
    Well my voucher is from KLM (still have it) so I guess it must have been KLM. I can't remember if I came back through Heathrow or Gatwick. I'm swinging towards Heathrow though! I sent them quite a few letters as it was a very poor service.
    I just filled in the online complaint and compensation request and will send in a letter too. I remember getting back to the UK late at night and travelling across London to my sisters arriving about 1am so must have arrived 11pm.
    Cheers
    Originally posted by syddarthur
    So if it was a KLM flight, you would have been flying from JNB to AMS then on to London.
    The KLM flight for 15th Sept 2007 shows departed and arrived on time.
    The SA flight shows it was due to leave JNB at 8:40pm but did not leave till 11:30am next day. Arriving 9:36pm instead of 06:55am on the 16th
    that is the only JNB-LHR direct flight that day that was delayed more than 40 mins
  • syddarthur
    wow!
    Hey Caz
    that's amazing - you are right and just jogged my memory. I do remember flying into Amersterdam and being amazed at all the canals! And those timings seem right too.
    How did you find that out?
    Thanks so much - I hope I'm in with a chance now. The only thing is we sat on the plane for about 3 or 4 hours before being taken off. I know that if there is something wrong with the plane they can wriggle out of it!
    Many thanks
    Sydd
  • syddarthur
    ?
    Did the SA flight go via Amsterdam? How come KLM sent me the voucher if it was SA. Its puzzling?
    • Caz3121
    • By Caz3121 10th Mar 13, 7:25 PM
    • 12,614 Posts
    • 8,234 Thanks
    Caz3121
    I can't answer why you have a KLM voucher as the JNB-AMS flights on both the 15th and 16th Sept show on flightstats as departing and arriving as per scheduled.
    The SA flight would have been a direct flight to London
    • dundee1111
    • By dundee1111 11th Mar 13, 7:42 AM
    • 11 Posts
    • 31 Thanks
    dundee1111
    Hi guys,
    I wrote an online claim to KLM on behalf of my wife and son who were delayed in Amsterdam for 24 hours on route from ABZ-AMS-BKK.Their reply is below,

    Our reference: ##########
    Dear Mr ####,

    Thank you for your message to Customer Care dated from the 10th February 2013.
    From this, we regret to learn about the delay of your flight KL 7877 from Amsterdam to Bangkok on the 23rd June 2011.
    At the outset, please accept our apologies on behalf of KLM for the inconvenience you mention.
    Having checked our records, we can confirm that your flight KL 877 was delayed due to technical problems with the aircraft (hydraulic).
    A technical issue like this, that is encountered unexpectedly, which presents itself beyond our scope of influence and is a threat to flight safety, can be regarded as an extraordinary circumstance and therefore is not one where there is an entitlement to compensation.
    I can assure you that all reasonable measures were taken in order to minimise the impact of this cancellation, including contacting passenger in advance when and where possible, providing all care and assistance due and arranging alternative flights.
    As such, I am pleased to note that you were offered overnight accommodation and rebooked on the next available flight to Bangkok.
    A technical issue like this, that is encountered unexpectedly, which presents itself beyond our scope of influence and is a threat to flight safety, can be regarded as an extraordinary circumstance and therefore is not one here there is an entitlement to compensation under EU regulations.
    We have thoroughly reviewed your claim and have taken into account all involved details of this specific flight delay. As a result, we must respectfully decline your request for legal compensation.
    In closing, it remains for me to thank you, once again, for writing and allowing me this opportunity to explain and apologise. I do hope this experience will not deter you from travelling with us again, as it would certainly be our pleasure to welcome you back on board.
    Yours sincerely,

    F. Abdi (Mr)
    Customer Care Europe

    What do you think my next plan of action should be as i am sure i should be entitled to 2 x 600 euro.
    Thanks for any advise.
    • Mark2spark
    • By Mark2spark 11th Mar 13, 10:28 AM
    • 2,285 Posts
    • 877 Thanks
    Mark2spark
    You write an NBA and say that you don't accept their claim that an unexpected technical issue is extraordinary, and that if you don't receive settlement in 14 days you'll be at liberty to commence court action without giving them further notice.
    • dundee1111
    • By dundee1111 11th Mar 13, 11:03 AM
    • 11 Posts
    • 31 Thanks
    dundee1111
    You write an NBA and say that you don't accept their claim that an unexpected technical issue is extraordinary, and that if you don't receive settlement in 14 days you'll be at liberty to commence court action without giving them further notice.
    Originally posted by Mark2spark
    Thanks for the reply,would you recommend snail mail or go through the online form again?
    • dundee1111
    • By dundee1111 11th Mar 13, 12:49 PM
    • 11 Posts
    • 31 Thanks
    dundee1111
    If it is a NBA then snail mail to the Plesman House address.
    Originally posted by Centipede100
    Much obliged,will keep you posted.
  • cjkeeko
    Compensation success
    I have received the following response from KLM regarding the claim above, relating to two flights booked through KLM and on the one ticket number.

    " Having carefully reviewed your claim, I regret to inform you that it is not possible to alter our position. I should explain that in accordance with established caselaw, namely the ruling of the European Court of Justice in the case of Shenkel -v- Emirates, a flight is a unit of carriage for the purpose of EU Regulation 261/04 and not a succession of flights. Subsequently, as your flight KL 430 from Dubai to Amsterdam on the 3rd of January was not delayed by three hours, cash compensation is not applicable. I am sorry for any disappointment this may cause you."

    As previously discussed in the thread it it the final destination arrival that counts and I now wish to pursue this through the legal channel however The link to European court claims doesn't seem to be working for me. Centipede100 could you please advise me of the best way to take this forward, I may have legal cover with my travel insurance policy if not I will take forward myself.
    Originally posted by cjkeeko
    Centipede100, Mark2spark and Blondmark thank you so much for your fantastic advice. Sent final email to KLM serving notice of action and have now received €3200 (2900) travel vouchers. We are absolutely delighted however would not have pursued so vigorously if I had not had the advice of the forum.

    Last edited by cjkeeko; 14-03-2013 at 6:58 PM.
    • Aviator2715
    • By Aviator2715 19th Mar 13, 11:47 AM
    • 5 Posts
    • 0 Thanks
    Aviator2715
    Seeking compensation advice for cancelled KLM flight
    Hi. I'm new to this forum but have signed up because it seems to be the only place you can get sensible, informed advice to resolve claims against airlines, in this case KLM.

    My issue is this. Last week we flew back to Birmingham from Portland, Oregon via Amsterdam. Our flight from PDX was with Delta, connecting to a KLM Cityhopper flight just under a couple of hours later. That was the plan. However, the day before departure I got an email from KLM to say that our connecting flight had been cancelled and that "Our staff is currently looking into alternatives and will advise you as soon as possible." Nothing more was heard from the airline.

    At Portland we were issued with boarding passes for both flights and our bags were checked through to BHX. Nothing was showing on the Delta computer at PDX that our connecting flight had been cancelled. On arrival at Amsterdam we checked the machine at the transfer desk which confirmed the cancellation and issued us with new boarding passes for the next KLM flight to BHX - 8 hours later. We were not given any vouchers or any other help.

    We decided to book a day room at the Mercure hotel in the terminal to get some sleep and the rest of the journey was uneventful. So my questions are (a) what compensation are my wife and I entitled to and (b) having had an unsatisfactory experience contacting KLM via their website I'd rather use snail mail. Which postal address in the UK (not Paris or Amsterdam please) should I should send the claim to using the template letters on this website? If you advise using the KLM website so as not to compromise my claim then am happy to do so.

    Oh, and we're after cash NOT vouchers as I've already discovered they're next to useless when trying to use them on another KLM flight!
    • Mark2spark
    • By Mark2spark 19th Mar 13, 2:39 PM
    • 2,285 Posts
    • 877 Thanks
    Mark2spark
    IMO only the Amsterdam to Brum leg qualifies for compensation, that'll be €250 pp, plus the hotel cost and a meal, keep the receipts and send copies.

    I don't know a KLM UK address.
    • Aviator2715
    • By Aviator2715 20th Mar 13, 10:01 AM
    • 5 Posts
    • 0 Thanks
    Aviator2715
    My claim was sent by recorded delivery was sent on the 21st March to the Plesman Lane address. Am disappointed but not surprised that I've heard nothing since.

    I used the format letter and said that if I had heard nothing within 14 days I reserved the right to take legal action. Any thoughts on whether I should now do so?
    Last edited by Aviator2715; 09-04-2013 at 12:35 PM. Reason: Update on claim
  • firstclassx
    After 3 e-mails telling me I wasn't entitled to anything, KLM responded to my formal "Letter before claim" fairly promptly, (within 14 days), and replied as follows:

    I have carefully considered your claim and am pleased to inform that this is a situation where we can offer you compensation.

    In your case, you may opt to have this as a travel voucher for the amount of EUR1600 or as a cash payment for the lesser amount of EUR1200. This is in accordance with the EU recommendations.

    The travel voucher will be valid for 12 months from the date of issue and can be used in full or part payment of future flights with Air France, KLM, Delta Airlines, Kenya Airways and CityJet.

    I am sorry for any inconvenience the disruption to your journey may have caused. I can assure that this in no way reflects the standard of service we aim to provide.

    I would be grateful if you could please reply with your choice from the above two options. In case you opt for the lower cash amount, kindly provide us with the following details for your bank account.
    So just need to decide whether to take 1600 (1300) in vouchers or 1200 in cash, (around 1000).

    Good luck everyone else, stand your ground, quote legal precedents to them, and be persistent!
  • ELIBEC
    blondmark. I would just like to thank you for your advice. I recontacted KLM stating that as a customer baesd in the UK I was entitled to claim up to 6 years after the delay to our flight. They finally got back to me stating as it had been a technical fault that caused the delay we were after all entitled to compensation. I have just had the full amount claimed (3000) 2600 transferred into my bank account. Thank you
  • Ich
    Getting it onto page 1
  • knowles1983
    KLM Flight Delayed February 2006
    Hi

    Wondering if you can give me some advice as I fall in the grey area of having a flight that did leave UK airport after 2005 but mor than 6 years ago.

    We had a KLM Flight, leaving Edinburgh n 17th February 2006, destination was Singapore, via Schiphol airport.

    Arrived in Schiphol, Netherlands on time. However the flight from Amsterdam to Singapore was delayed by 18 hours, due to a technical fault with the planes wing.

    We were given a night in an Amsterdam hotel and 20 euros airport vouchers, and our flight left the next day 18 hours 'delayed' rather than cancelled.

    Subsequently, we missed a connecting flight from Singapore to Bangkok, leaving us having to pay an additional connecter from Singapore to Bangkok.

    The total costs of additional connecter was about 750 gbp (3 flights)

    Cost of Flights KLM from Edin to Singapore was around 650 per flight.

    Thanks
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