KLM IRROPS today - Hotel?
Feb 26, 2017, 1:42 am
#1
Original Poster
Join Date: Sep 2016
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KLM IRROPS today - Hotel?
I've had the pleasure to have never had to deal with a full-on overnight delay for a KLM flight before. Looks like 643 AMS-JFK is completely canned today, and after correcting for some absolutely horrid auto-rebooking KLM did with the Plat service line, I was left with no answer with regards to hotel compensation policy -- and of course, KLM's customer care is closed Sundays. 
What's the policy here? Do I get vouchers or is it a 'claim later' deal? I'll be making an EC261 claim, plus collecting receipts to throw at American Express later as well (whose insurance and general service line is... you guessed it, also closed).
What's the policy here? Do I get vouchers or is it a 'claim later' deal? I'll be making an EC261 claim, plus collecting receipts to throw at American Express later as well (whose insurance and general service line is... you guessed it, also closed).
Feb 26, 2017, 1:46 am
#2
Join Date: Sep 2004
Location: YUL
Posts: 1,001
I have had flights cancelled twice with KLM due to weather. Both times I submitted by hotel claims through their website and both times they have refunded be by cheque.
I provided all the flight info, a short explanation and a scan of the hotel receipt, they replied by email within a week that they would be sending a check for the full amount, which they did.
I provided all the flight info, a short explanation and a scan of the hotel receipt, they replied by email within a week that they would be sending a check for the full amount, which they did.
Feb 26, 2017, 1:52 am
#3
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I have had flights cancelled twice with KLM due to weather. Both times I submitted by hotel claims through their website and both times they have refunded be by cheque.
I provided all the flight info, a short explanation and a scan of the hotel receipt, they replied by email within a week that they would be sending a check for the full amount, which they did.
I provided all the flight info, a short explanation and a scan of the hotel receipt, they replied by email within a week that they would be sending a check for the full amount, which they did.
Feb 26, 2017, 2:02 am
#5
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The Plat line says only regular customer care can answer this with any certainty, and they are, you guessed it, closed on Sundays.
Feb 26, 2017, 2:18 am
#7
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Feb 26, 2017, 2:54 am
#8
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Social media was extremely helpful in stating the following:
Which translates to: we have no idea, Customer Care knows this and we can't guarantee anything.
Hartelijk bedankt voor de opheldering, Sebastiaan. KLM Customer Care bepaalt wat de uiteindelijke vergoeding is en alleen zij kunnen uitspraken doen over wat en hoeveel er wordt vergoed. We raden onze passagiers gebruikelijk aan om alleen het hoognodige te boeken. We kunnen geen garanties geven over of uw hotel daaronder valt. Tot slot raden we ook aan om de bonnetjes te bewaren, omdat Customer Care deze nodig heeft voor het onderzoeken van de claim.
Feb 26, 2017, 4:06 am
#9
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There are flights to OTHER North American destinations leaving today, as well as flights to other European hubs - of the Skyteam persuasion as well as of others - that can all get you to your destination today.
Given that it was still morning when all this started, and it has only just passed noon - why has it not occurred to you to ask to be rebooked?
Given that it was still morning when all this started, and it has only just passed noon - why has it not occurred to you to ask to be rebooked?
Feb 26, 2017, 4:20 am
#10
Original Poster
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There are flights to OTHER North American destinations leaving today, as well as flights to other European hubs - of the Skyteam persuasion as well as of others - that can all get you to your destination today.
Given that it was still morning when all this started, and it has only just passed noon - why has it not occurred to you to ask to be rebooked?
Given that it was still morning when all this started, and it has only just passed noon - why has it not occurred to you to ask to be rebooked?
Feb 26, 2017, 9:45 am
#11
Join Date: Sep 2004
Location: YUL
Posts: 1,001
I have had flights cancelled twice with KLM due to weather. Both times I submitted by hotel claims through their website and both times they have refunded be by cheque.
I provided all the flight info, a short explanation and a scan of the hotel receipt, they replied by email within a week that they would be sending a check for the full amount, which they did.
I provided all the flight info, a short explanation and a scan of the hotel receipt, they replied by email within a week that they would be sending a check for the full amount, which they did.
Feb 26, 2017, 2:23 pm
#13
Moderator: Aegean Miles+Bonus
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Feb 26, 2017, 2:40 pm
#14
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OP - Whatever the reason for the cancellation, EC 261/2004 requires KL to provide a duty of care. In this case that will include a hotel & meals.
However, the Regulation does not specify what amounts must be reimbursed and what is reasonable.
BA, by way of example, when it does not issue a voucher (or otherwise prepay) sets a hard cap of GBP 200 at LON. Nobody has yet reported back any successful legal challenges to that as unreasonable.
On the other hand, if you have insurance to cover EUR 300, why stint yourself. If KL covers, all the better. If KL does not, you are covered nonetheless.
It does seem unreasonable that KL is unable to provide simple information in IRROPS.
However, the Regulation does not specify what amounts must be reimbursed and what is reasonable.
BA, by way of example, when it does not issue a voucher (or otherwise prepay) sets a hard cap of GBP 200 at LON. Nobody has yet reported back any successful legal challenges to that as unreasonable.
On the other hand, if you have insurance to cover EUR 300, why stint yourself. If KL covers, all the better. If KL does not, you are covered nonetheless.
It does seem unreasonable that KL is unable to provide simple information in IRROPS.
Feb 26, 2017, 2:55 pm
#15
Join Date: Nov 2013
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Posts: 423
I've had the pleasure to have never had to deal with a full-on overnight delay for a KLM flight before. Looks like 643 AMS-JFK is completely canned today, and after correcting for some absolutely horrid auto-rebooking KLM did with the Plat service line, I was left with no answer with regards to hotel compensation policy -- and of course, KLM's customer care is closed Sundays.
What's the policy here? Do I get vouchers or is it a 'claim later' deal? I'll be making an EC261 claim, plus collecting receipts to throw at American Express later as well (whose insurance and general service line is... you guessed it, also closed).
What's the policy here? Do I get vouchers or is it a 'claim later' deal? I'll be making an EC261 claim, plus collecting receipts to throw at American Express later as well (whose insurance and general service line is... you guessed it, also closed).