RikkeNet

I just returned from a rather disastrous KLM trip to Tanzania, and hoping to get a bit of advice on compensation as it is all a bit complicated.
Original outbound flight was LHR-AMS-JRO. The flight was cancelled w 8.5 hours notice and we were rerouted LHR-DOH-JRO, arriving approximately 12 hours late and missed our first safari day.
Return flight JRO-AMS-LHR a week later was cancelled w 24h notice and changed to JRO-NOB-AMS-LHR, scheduled to leave 2.5h earlier than planned (so we missed a dinner), but ultimately leaving at the original time. We were home as scheduled.

So all in all, if this is KLM’s fault, we should be entitled to compensation of upwards of Ł800.

The reason for the delay was stated in the KLM email as “regulatory or air traffic control”, so I have no doubt they will claim force majeure. However, it was clear from the media, that KLM had been banned from flying the route by the Tanzania government as they had attempted to drop their stopover in Dar-Es-Salaam citing “civil unrest”. KLM has now apologised at the statement (I suspect they just find the stopover unprofitable and we’re making excuses). So arguably this is a situation of KLMs own making.
All other airlines landed on schedule in JRO
To rub salt in the wound, we actually witnessed the KLM flight with full crew land in JRO while we were waiting for our flight.
Finally, KLM seems to have rebooked us on an invalid QR booking class E, so we don’t even get one world miles and tier points.
Any advice re all this is welcome. Thank you!

irishguy28

Lodge a request for compensation using the form at their website. Only fill in the facts. Don't add any extraneous information - missed dinners, missed safari days - and you don't need to give any context or background. You just need to fill in the details regarding the flights you were originally booked on, and the flights you were forced to take.

If and when there is pushback, you can then start adding in these kind of details, and eventually if you feel like you are getting nowhere you can get a claims agency to take over if you like.

You can contact Flying Blue (not KLM) and request "original routing credit". If you use that phrase, they should know exactly what the issue is - when a passenger is involuntarily rebooked/rerouted, they lose out on the miles/XPs that they should have earned - hence the request for "original routing credit". Once you prove to Flying Blue that you were involuntarily rebooked by KLM, then Flying Blue will award you the miles and XPs that should have been earned had you flown as booked.

Note that the Flying Blue agent dealing with this specific request cannot deal with any additional topics or help you with a claim to compensation; all they need is to see clear unambiguous proof that KLM cancelled on you and rebooked you. Simply provide them the original etickets, the cancellation emails from KLM, the rebooked info and, preferably, proof that you checked in for those flights (if you have the boarding passes - great, scan them and provide them). You don't need to tell Flying Blue the reasons for the cancellation and rebooking - they can't assist you with claiming compensation - so if you make their job easy by providing simple clear proof that KLM cancelled on you, then they should quickly arrange for the miles and XPs that your original ticket should have earned to be added to your account.

That you cannot also claim miles for the QR flights is not something that KLM or Flying Blue have any interest in or control over. Their job was simply to get you from A to B, and once you retro-claim with Flying Blue, to provide you the miles and XP for your original flights. That in this instance you cannot also top up a oneworld account with the unexpected/unwanted QR flights is a shame, but you have no recourse here and cannot demand oneworld mileage now, too.

Good luck and report back.

RikkeNet

Thank you. All good advice. Already filled in the form with no additional info (was just having a rant as it was a terrible journey altogether). Will see what happens and potentially involve a claims agency if compensation is denied.
Cheers and thanks again!

CyBeR

This is on purpose so you can't double-dip miles, which used to be possible but they have lately started caring more about.