Hi all,
Just wanted some opinions on this before I send a complaint in as it's the first time I've missed a connection with KLM.

So I was travelling on Tuesday from Bristol to Bilbao with a 50 minute connection in Amsterdam. The flight from Bristol arrived to a bus gate and doors opened 9 minutes behind schedule. By the time I got on the second bus and it left it was around another 10 minutes later. Passport control then took another 10 minutes or so even in the fast track line for connection passengers. By the time I'd sprinted to gate B18 I missed the gate closing time by around 5 minutes. Not to worry though, these things happen when travelling and I was in no rush to arrive in Bilbao along with being on all one ticket.

I went to the transfer desk to get rebooked and the agent told me I should have made the connection as on her system she said that I had 41 minutes to connect. I explained that this was the time the doors opened and being a bus gate it took a while to disembark, along with a delay at passport control. She was still adamant it was my fault but she would rebook me for the following day "as a favour". Despite being confident that I was entitled to a free rebook I smiled and thanked her.

I then asked about hotel accommodation for the night to which I was firmly told I was not entitled to anything as I had a legitimate connection. I politely explained again that it was not my fault I missed my connection and I was entitled to duty of care as per EU261. I was told that I wasn't, and the agent next to her confirmed this. I asked to speak to a supervisor and was refused. The lady next to her explained she was the supervisor and her decision was final and was told that I needed to pay for my own accommodation.

I left and went outside through arrivals to check in. I went to the ticket desk and again had to explain everything and that I needed a hotel for the night under duty of care regulations. The agent there had to make a call to someone but after about 15 minutes there I had a room at the Ibis with all meals.

I would just like to clarify if the first agents position was correct and if in fact I was not entitled to any rebooking/care due to the fact that when the doors opened I had 41 minutes to make the connection? It's put me off connecting in Amsterdam in the future!

Thanks in advance.
​​​​​​

​​