Unable to submit compensation claim due to website issues on KLM and Air France sites
Apr 24, 23, 12:29 pm
#1
Original Poster
Join Date: Sep 2016
Posts: 185
Unable to submit compensation claim due to website issues on KLM and Air France sites
Hello,
I was involuntarily downgraded and KLM sent me an email to file a claim for compensation.
The problem is that every time I do this on the KLM website, I get an error. It says this:
"Internal server error: Client received SOAP Fault from server: Internal Error (from client) Please see the server log to find more detail regarding exact cause of the failure."
Then I try on the Air France website. It says this:
"Sorry, this service is temporarily unavailable. Please try again in 24 hours."
It's been doing this for days. Would anyone out there in Flyertalk have an email that I can use, to send in my claim? I can't believe these websites.
I was involuntarily downgraded and KLM sent me an email to file a claim for compensation.
The problem is that every time I do this on the KLM website, I get an error. It says this:
"Internal server error: Client received SOAP Fault from server: Internal Error (from client) Please see the server log to find more detail regarding exact cause of the failure."
Then I try on the Air France website. It says this:
"Sorry, this service is temporarily unavailable. Please try again in 24 hours."
It's been doing this for days. Would anyone out there in Flyertalk have an email that I can use, to send in my claim? I can't believe these websites.
Apr 24, 23, 2:53 pm
#2
Join Date: Apr 2019
Posts: 903
Hello,
I was involuntarily downgraded and KLM sent me an email to file a claim for compensation.
The problem is that every time I do this on the KLM website, I get an error. It says this:
"Internal server error: Client received SOAP Fault from server: Internal Error (from client) Please see the server log to find more detail regarding exact cause of the failure."
Then I try on the Air France website. It says this:
"Sorry, this service is temporarily unavailable. Please try again in 24 hours."
It's been doing this for days. Would anyone out there in Flyertalk have an email that I can use, to send in my claim? I can't believe these websites.
I was involuntarily downgraded and KLM sent me an email to file a claim for compensation.
The problem is that every time I do this on the KLM website, I get an error. It says this:
"Internal server error: Client received SOAP Fault from server: Internal Error (from client) Please see the server log to find more detail regarding exact cause of the failure."
Then I try on the Air France website. It says this:
"Sorry, this service is temporarily unavailable. Please try again in 24 hours."
It's been doing this for days. Would anyone out there in Flyertalk have an email that I can use, to send in my claim? I can't believe these websites.
This has been a problem for several months where KLM/Air France do not accept specific types of customer complaints. It looks like they tend to yield this error for compensation/refund related claims.
You need to send them a note on Facebook and request that they open a ticket on your behalf.
Apr 24, 23, 4:13 pm
#3
Join Date: Jun 2012
Programs: FB, M&B, UA, AA
Posts: 2,091
Welcome to the club. Try multiple channels (website, messenger facebook, chat) and HUCA (hang up and call again). Hopefully it will work. I am a glass half full person but frankly believe KL/AF has a deliberate policy of disencorenging people from submitting claims, even if they are to blame.
Apr 25, 23, 12:56 am
#6
Join Date: Jun 2012
Programs: FB, M&B, UA, AA
Posts: 2,091
Apr 25, 23, 12:17 pm
#8
Original Poster
Join Date: Sep 2016
Posts: 185
I do agree with everybody that this must be deliberate. I went on twitter last night and I waited hours for a response. Finally I get this:
"I appreciate the time you took to share your experiences and I would like to create a Customer Care file on your behalf, after your flight. In order for me to proceed, please send me the following details:
PERSONAL DETAILS
- your name as stated on your ticket:
- contact email address:
- contact phone number:
- street name and number:
- apartment/entrance/building
- zip code:
- city:
- country:
- Flying Blue-number:
- booking code:
- ticket number:
- flight number, flight date, route, operating carrier:
- A short summary
OTHER
- voucher or bank transfer? (if Customer Care decided you are eligible for compensation) Please note that compensation in the form of a voucher may have a higher value than a bank transfer. If you choose bank transfer:
- account holder
- registered address
- name of the bank
- city of the bank
- IBAN number (or bank account number if you do not have IBAN)
- BIC/SWIFT number
As soon as I receive these details, I will create a Customer Care file and in turn, you will be contacted by our Customer Care department as soon as possible. Please be aware that due to unforeseen high volumes the reply may take longer than usual. Thank you in advance for your patience and understanding."
So I was going to explode, since I already gave the booking code and they already have all this information (they contacted ME about submitting a claim). But I cooled off, and then I supplied the information. This was the reply:
"Thank you for patiently waiting. Unfortunately, I am unable to submit a Customer Care file as well. In this case, I kindly advise you to get back to me after 24 hours so I can try to submit a Customer Care claim on your behalf. Thank you for understanding."
And I don't understand. The reply includes the presumption that I understand. I don't understand. I understand that they are going to delay, delay, delay.
"I appreciate the time you took to share your experiences and I would like to create a Customer Care file on your behalf, after your flight. In order for me to proceed, please send me the following details:
PERSONAL DETAILS
- your name as stated on your ticket:
- contact email address:
- contact phone number:
- street name and number:
- apartment/entrance/building
- zip code:
- city:
- country:
- Flying Blue-number:
- booking code:
- ticket number:
- flight number, flight date, route, operating carrier:
- A short summary
OTHER
- voucher or bank transfer? (if Customer Care decided you are eligible for compensation) Please note that compensation in the form of a voucher may have a higher value than a bank transfer. If you choose bank transfer:
- account holder
- registered address
- name of the bank
- city of the bank
- IBAN number (or bank account number if you do not have IBAN)
- BIC/SWIFT number
As soon as I receive these details, I will create a Customer Care file and in turn, you will be contacted by our Customer Care department as soon as possible. Please be aware that due to unforeseen high volumes the reply may take longer than usual. Thank you in advance for your patience and understanding."
So I was going to explode, since I already gave the booking code and they already have all this information (they contacted ME about submitting a claim). But I cooled off, and then I supplied the information. This was the reply:
"Thank you for patiently waiting. Unfortunately, I am unable to submit a Customer Care file as well. In this case, I kindly advise you to get back to me after 24 hours so I can try to submit a Customer Care claim on your behalf. Thank you for understanding."
And I don't understand. The reply includes the presumption that I understand. I don't understand. I understand that they are going to delay, delay, delay.
Apr 25, 23, 12:36 pm
#9
Join Date: Oct 2019
Programs: Flying Blue, Hilton Honors, Amtrak Guest Rewards
Posts: 1,904
To be fair, there are longstanding bugs that make it a chore for people on the wrong side of the Prime Meridian to book flights for cash, so one never can rule out the null hypothesis (that AFKL is utterly incompetent).
Apr 25, 23, 1:25 pm
#10
Join Date: Apr 2019
Posts: 903
I do agree with everybody that this must be deliberate. I went on twitter last night and I waited hours for a response. Finally I get this:
"I appreciate the time you took to share your experiences and I would like to create a Customer Care file on your behalf, after your flight. In order for me to proceed, please send me the following details:
PERSONAL DETAILS
- your name as stated on your ticket:
- contact email address:
- contact phone number:
- street name and number:
- apartment/entrance/building
- zip code:
- city:
- country:
- Flying Blue-number:
- booking code:
- ticket number:
- flight number, flight date, route, operating carrier:
- A short summary
OTHER
- voucher or bank transfer? (if Customer Care decided you are eligible for compensation) Please note that compensation in the form of a voucher may have a higher value than a bank transfer. If you choose bank transfer:
- account holder
- registered address
- name of the bank
- city of the bank
- IBAN number (or bank account number if you do not have IBAN)
- BIC/SWIFT number
As soon as I receive these details, I will create a Customer Care file and in turn, you will be contacted by our Customer Care department as soon as possible. Please be aware that due to unforeseen high volumes the reply may take longer than usual. Thank you in advance for your patience and understanding."
So I was going to explode, since I already gave the booking code and they already have all this information (they contacted ME about submitting a claim). But I cooled off, and then I supplied the information. This was the reply:
"Thank you for patiently waiting. Unfortunately, I am unable to submit a Customer Care file as well. In this case, I kindly advise you to get back to me after 24 hours so I can try to submit a Customer Care claim on your behalf. Thank you for understanding."
And I don't understand. The reply includes the presumption that I understand. I don't understand. I understand that they are going to delay, delay, delay.
"I appreciate the time you took to share your experiences and I would like to create a Customer Care file on your behalf, after your flight. In order for me to proceed, please send me the following details:
PERSONAL DETAILS
- your name as stated on your ticket:
- contact email address:
- contact phone number:
- street name and number:
- apartment/entrance/building
- zip code:
- city:
- country:
- Flying Blue-number:
- booking code:
- ticket number:
- flight number, flight date, route, operating carrier:
- A short summary
OTHER
- voucher or bank transfer? (if Customer Care decided you are eligible for compensation) Please note that compensation in the form of a voucher may have a higher value than a bank transfer. If you choose bank transfer:
- account holder
- registered address
- name of the bank
- city of the bank
- IBAN number (or bank account number if you do not have IBAN)
- BIC/SWIFT number
As soon as I receive these details, I will create a Customer Care file and in turn, you will be contacted by our Customer Care department as soon as possible. Please be aware that due to unforeseen high volumes the reply may take longer than usual. Thank you in advance for your patience and understanding."
So I was going to explode, since I already gave the booking code and they already have all this information (they contacted ME about submitting a claim). But I cooled off, and then I supplied the information. This was the reply:
"Thank you for patiently waiting. Unfortunately, I am unable to submit a Customer Care file as well. In this case, I kindly advise you to get back to me after 24 hours so I can try to submit a Customer Care claim on your behalf. Thank you for understanding."
And I don't understand. The reply includes the presumption that I understand. I don't understand. I understand that they are going to delay, delay, delay.
Apr 26, 23, 7:13 am
#12
Join Date: Jun 2012
Programs: FB, M&B, UA, AA
Posts: 2,091
No, I do not think it is. Various people experienced this problem at various moments. It is not the computer since I had months where I could not do anything and then months where it worked.
Apr 29, 23, 11:59 am
#13
Join Date: Oct 2010
Posts: 948
So I was able to request a refund for a future unused ticket. The terms of the tickets say it's refundable subject to 50 Euro cancellation fee. When I processed the refund online, the website said the same, so I submitted. The ticket cost X + Y taxes/fees for Z total.
When they processed the refund, they processed it for Y-50 = my refund. This is obviously an error (the website said that refunds are done manually).
I contacted customer care. This was the response:
"I don't have access to the refund calculation process, so I'm unable to provide you with details about the account. However, since it is already approved and was decided by my colleagues in the Refunds department already I cannot interfere with the decisions made by my colleagues and it is also not possible to request a follow-up since it is already approved. Nonetheless, I regret to read that you are not satisfied with the outcome of your request."
I asked for contact information for the Refunds department. Response:
"Regrettably, I am unable to provide you a contact number or an email for the Refunds department."
So, any advice? The terms of the ticket are clear, this was a mistake and KLM refuses to even look at the file. It's not a huge amount of money, but now the complacency and arrogance annoys me.
When they processed the refund, they processed it for Y-50 = my refund. This is obviously an error (the website said that refunds are done manually).
I contacted customer care. This was the response:
"I don't have access to the refund calculation process, so I'm unable to provide you with details about the account. However, since it is already approved and was decided by my colleagues in the Refunds department already I cannot interfere with the decisions made by my colleagues and it is also not possible to request a follow-up since it is already approved. Nonetheless, I regret to read that you are not satisfied with the outcome of your request."
I asked for contact information for the Refunds department. Response:
"Regrettably, I am unable to provide you a contact number or an email for the Refunds department."
So, any advice? The terms of the ticket are clear, this was a mistake and KLM refuses to even look at the file. It's not a huge amount of money, but now the complacency and arrogance annoys me.
Apr 29, 23, 12:25 pm
#14
Join Date: Apr 2019
Posts: 903
So I was able to request a refund for a future unused ticket. The terms of the tickets say it's refundable subject to 50 Euro cancellation fee. When I processed the refund online, the website said the same, so I submitted. The ticket cost X + Y taxes/fees for Z total.
When they processed the refund, they processed it for Y-50 = my refund. This is obviously an error (the website said that refunds are done manually).
I contacted customer care. This was the response:
"I don't have access to the refund calculation process, so I'm unable to provide you with details about the account. However, since it is already approved and was decided by my colleagues in the Refunds department already I cannot interfere with the decisions made by my colleagues and it is also not possible to request a follow-up since it is already approved. Nonetheless, I regret to read that you are not satisfied with the outcome of your request."
I asked for contact information for the Refunds department. Response:
"Regrettably, I am unable to provide you a contact number or an email for the Refunds department."
So, any advice? The terms of the ticket are clear, this was a mistake and KLM refuses to even look at the file. It's not a huge amount of money, but now the complacency and arrogance annoys me.
When they processed the refund, they processed it for Y-50 = my refund. This is obviously an error (the website said that refunds are done manually).
I contacted customer care. This was the response:
"I don't have access to the refund calculation process, so I'm unable to provide you with details about the account. However, since it is already approved and was decided by my colleagues in the Refunds department already I cannot interfere with the decisions made by my colleagues and it is also not possible to request a follow-up since it is already approved. Nonetheless, I regret to read that you are not satisfied with the outcome of your request."
I asked for contact information for the Refunds department. Response:
"Regrettably, I am unable to provide you a contact number or an email for the Refunds department."
So, any advice? The terms of the ticket are clear, this was a mistake and KLM refuses to even look at the file. It's not a huge amount of money, but now the complacency and arrogance annoys me.
Apr 29, 23, 1:10 pm
#15
Join Date: Oct 2010
Posts: 948
Is there an EU agency that would be interested in a company refusing to provide refund per its terms of agreement?
