As I am on my way back from Australia, I wanted to share my experience with the luggage and rebooking issue we encountered on our way to Oslo (the starting point of the long-haul ticket to Australia). Basically what was supposed to be an easy one way BRU-AMS-OSL on KLM became a BRU-AMS on KLM and AMS-OSL on SAS, with both airlines not having the same handling agent in AMS.
We received the luggage roughly 5 days after our arrival in Oslo. 3 days after the PIR was created in Oslo, I received an email indicating that I needed to fill a list detailing the contents of the baggage as they could not track it. The AirTag was still pinging in AMS at this point, although it seems that it moved to one of the E-pier gates, suggesting it was being loaded into a long-haul flight. But it seemed like SAS had no clue about it. I suppose that the Ultimate TA from KLM I contacted following suggestions on this forum did move things around internally with KLM ground handling or Avia Partner to get the luggage moving out of some AMS basement. But seems like SAS, the owner of the PIR was not aware of it.
At some point I saw the luggage AirTags pinging in SIN, then DPS and finally MEL, but world tracer was still showing the luggage as missing. I informed the Oslo luggage office of SAS that the bag was already in Melbourne Airport for the last 24 hours and asked who should I contact to have it delivered to the address indicated on world tracer. Soon after, someone from Jetstar contacted me to confirm the delivery address and it arrived the next day to our hotel. I suppose SAS was not informed by KLM that the luggage was being transferred from AMS to MEL (it was actually loaded on a KLM flight to DPS via SIN).
I was however pleasantly surprised by how the customer service of SK handled my claim for refunding the clothes and toiletries purchased (totaling 425 euros for both of us). I got a reply to my claim about 24 hours after sending it and everything was fully refunded in 72 hours in my bank account. Thumbs up to SAS. I know that AF, and to some extent KL is usually good in providing a fast answer to any claims but I was not having high hopes when I filed the claim on the SAS website.
So the key learnings are : The TA can move things around, and AirTags are very useful ! :-) But I am sure 99.9% of the contributors to this forum know that already ! :-)
Oh, and seems like Buy on board is finally coming to KLM Euro-flights : Received an email this evening indicating that my OSL to AMS flight this saturday will have BoB. As an Ulti, this may mean an upgrade actually. Not sure what Platinum members will get for free (fiancée is travelling on the same flight but did not receive any message).
Dear palmanfr,
We are contacting you about your upcoming flight KL1204 from Oslo to Amsterdam.
On your flight, we will welcome you on board with coffee, tea, water and a snack, free of charge. Additionally, we are excited to offer you a selection of drinks, snacks, and meals for a fee.
On the paid menu, you will find a variety of products, such as a club sandwich, a salmon and egg wrap, and especially selected wines. All options will be available throughout the flight, except during take-off and landing. This way, you can decide whether and which drink, meal, or snack best suits you at every moment . You can pay with various credit and debit cards.
A little extra for you
As a Flying Blue Ultimate customer, we offer you 1 drink and a snack or sandwich from the paid selection, free of charge.
The new temporary service results from our continuous efforts to listen to and act upon customer feedback. We hope that this test of offering more choice and control will enable you to customise and enjoy your journey even more.
Should you have any questions, please do not hesitate to reach out.
We are looking forward to welcoming you on board with us!
Kind regards,
KLM Royal Dutch Airlines