flyerCO

Push KLM for full details. The only thing I can think of is that DL failed to correctly associate it's codeshare number with the KLM flight number. This gets more interesting with each reply from the airlines and Expedia.

seawolf

Based on what was described, the most like speculation is KL did a schedule change (flight number) at some point, Expedia failed to revalidate/reissue. The prior ticket wouldn’t have been valid on the new flight number.

flyerCO

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Yes that's already been discussed. There was a schedule change same day as ticket was bought. Nearly the whole discussion here as been about the ticket not being reissued properly.

DL is stating that the ticket was reissued correctly.

However, now all of a sudden KLM is suggesting it's an issue with DL codeshare and DL systems. This actually would make DLs reply make a bit of sense. If Expedia correctly reissued ticket it would appear to an agent with DL that all is well. However if DLs computer system didn't have the codeshare setup correctly (possibly by not being associated with the operating carrier flight in system) then that would explain 1)why OP didnt show up on flight and 2)why DL wasnt able to get OP on that flight and instead had to book OP on another flight. Basically since it wasn't setup correctly KLM didn't get told about the passenger.

FlyingFreeYupie

As per KLM, there was also a minor flight schedule change on the day of travel on the AMS-JFK final leg.

Delta tells me that regardless of who KLM blames, they are the ones needing to sort this out as it happened on their operated flight as well as in Europe. SkyTeam sucks, seriously.

FlyingFreeYupie

When an airline denies someone check-in/boarding must they provide a reason in writing in both US & EU?

Often1

No.

If this is not resolved to your satisfaction, your ultimate remedy is to sue KL in the appropriate small claims court in an EU jurisdiction. The burden would be on KL to prove that its action was reasonable. But, that is not a particularly heavy burden to meet.

flyerCO

Unless the flight number changed (which is doubtful) the DoD schedule change was normal DoD IRROPS. ie delay for ATC/plane mechanical . No need for ticket reissue unless the flight number'
changed. Even then an airline can accept a ticket for another of their flights.

pleasantsn

Your issue is limited to the DL-KL-AF JV. The policy that KL/AF handle all ground issues in Europe, except that there are randomly things they claim they "can't handle", is completely absurd. DL knows this but it is trapped in the deal they made with KL-AF.

Just don't throw all of SkyTeam under the bus. I've had some really exceptional customer service on the Asian member carriers. I even had good experience on Alitalia before FCO burned, both literally and figuratively. But I don't think as an alliance ST is any worse than OW or *A.

RealHJ

Wouldn't be the first time. It's not uncommon for the DL codeshare to exist for a canceled flight, or for the actual flight schedule to be changed, sometimes by a few hours, but the DLxxxx codeshare to still have the old time. (Same also for the other airline actual flight in DL systems. DL has been known to have old arrival/departure times and not to update it when the operating carrier does, thus resulting in missed flights by pax and misconnects. That's why you always have to check the authoritative operating airline itinerary and schedules, esp. in case of codeshares.)

RealHJ

+1

*A and OW each have a slew of problems of their own, as do their individual airlines. All added up it's more or less equal.

KL and AF just are really...mediocre, at best. Then again, *A and OW European airlines are no different, all factors added up and evened out.

In short, don't expect the same customer service level in EU as elsewhere. I mean in EU if you ask for dirty plates to be cleared away, or at least some clean cutlery in a lounge, don't be surprised by the lounge attendant slamming the door of her little office/closet and continuing loud personal conversation on the phone (real experience), totally ignoring her job and responsibilities. That's just the way it is in most of EU: the customer usually comes last (and hence, the need for more robust consumer protection laws).

GagaPilot

This. Prior to Covid I used to travel to BKK once a year, and would frequently book 6+ months in advance. Booked via DL, but codeshare flight DLXXXX operated by KE out of ICN. It was not uncommon to see the times (or aircraft type) change on the KE website, but the DL website wouldn't reflect the change until weeks later. Thankfully this was always resolved around a month or so prior to departure, but could have been an issue had it not made its way through the system.

BigFlyer

Suing in the EU might not be practical.

If things don't work out, the OP should sue Expedia, Delta, and KLM in the US and le the court sort out who, if anyone, is responsible.

The ticket was issued by Expedia in the US so suing here should be fine. At a minimum there is a breach of contract, and you can also make the pitch for EU261 - although I believe there is a federal case that says you can't sue in a US court for EU261 damages.

There is better than a 50/50 chance that if you sue the three of them in small claims court the case will settle before the trial.

seawolf

As you indicated, you can’t sue for EC261/2004 in US courts.

FlyingFreeYupie

We're not there, yet.

KLM has yet to respond, right now it's just been excuses and updates to tell me an investigation is still on going. I doubt KLM won't uphold Delta's compensation offer. That right there would be a customer service fiasco.

Interesting how KLM denies a passenger check-in, provides no assistance whatsoever and then takes weeks to "investigate". If they had acted on it then, we wouldn't be in this situation right now.

flyerCO

Not how court works. You have to allege which party is responsible and why. You dont get to say I feel I was wronged, determine who wronged me and how they wronged me. You goto court when you and the party you're suing disagree on what you're alleging.