How generous is KLM with compensation?
Sep 22, 2016, 10:29 am
#31
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Join Date: Jun 2007
Location: Toronto
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On Facebook, I wrote:
KL response:
So I resubmitted my claim for EC261 compensation to DL yesterday. What a weird way to run an airline!
What about a request for EC261/2004 compensation? Is that also handled by DL?
As mentioned in our previous file, Delta Airlines handles the file. We are not able to state the outcome or the applicable compensation. We kindly ask for your patience in this matter, until your file has been handled or contact them for further inquiries.
Sep 22, 2016, 3:57 pm
#32
Join Date: Mar 2004
Location: AMS
Programs: FB plat for life
Posts: 316
For EU261 matters, the operating carrier is the one to call on - so this is just either ignorance on their part, but - more likely - smoke screening.
Look at what I wrote 2 posts back - send a registered letter to KLM and keep pressure on them - otherwise, no go...
Look at what I wrote 2 posts back - send a registered letter to KLM and keep pressure on them - otherwise, no go...
Sep 27, 2016, 2:30 pm
#33
Join Date: Sep 2013
Posts: 15
I know they are still struggling with a backlog due to the AF pilot and cabin crew strikes and the broken baggage systems at CDG and Schiphol, but usually they do handle EU 261 requests according to the latest ECJ ruling.
Oct 7, 2016, 9:45 am
#35
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Just to close the loop on this, I submitted an EC261 claim to DL on Sept 21 but got no auto-response/case number, so I resubmitted on Oct 2nd. Still no response.
I decided to send a message to DL via Facebook yesterday asking about the proper procedure to submit an EC261 claim. Got a prompt reply asking for my email address so they could follow up.
Today, I got an email from AFJK Customer Care ([email protected]) confirming that I was eligible for EC261 and there is a cheque for C$870.18 in the mail for me!
So it does appear that DL handles NA Customer Service issues for KL.
Thank you all for the help/feeback!
I decided to send a message to DL via Facebook yesterday asking about the proper procedure to submit an EC261 claim. Got a prompt reply asking for my email address so they could follow up.
Today, I got an email from AFJK Customer Care ([email protected]) confirming that I was eligible for EC261 and there is a cheque for C$870.18 in the mail for me!
So it does appear that DL handles NA Customer Service issues for KL.
Thank you all for the help/feeback!
Oct 11, 2016, 6:53 am
#38
Join Date: Sep 2016
Location: San Francisco, CA
Programs: Flying Blue Platinum, JetBlue Mosaic, Hyatt Globalist, Alaska MVP Gold.
Posts: 1,962
OK, I finally got a reply to my EC261 case. Me and my wife both were delayed about 4 hours and change. No reply from AF/KL but I sent a registered mail letter to their HQ and now they're talking.
With the taxi time and required extra minutes for getting off the plane it was easily over 4 hours. Do I have a case here or should I just take what I have?
Dear Mr De With,
Thank you for your letter in which you ask for compensation due to the delay of flight KL 605 from Amsterdam to San Francisco on the 6th of September 2016 for yourself and Mrs Von Edler. Unfortunately there is no record of your previous claim. I would like to offer you my sincere apologies and a compensation for the encountered inconveniences.
Compensation
You are entitled to compensation. When an Intercontinental flight is delayed with more than 3 hours but less than 4 hours upon arrival we are allowed to reduce the compensation with 50%. Your flight had an arrival delay of 3 hours and 55 minutes.
I would like to offer you an amount of EUR 300,- per person or a KLM EMD Voucher of EUR 400,- per person.
Thank you for your letter in which you ask for compensation due to the delay of flight KL 605 from Amsterdam to San Francisco on the 6th of September 2016 for yourself and Mrs Von Edler. Unfortunately there is no record of your previous claim. I would like to offer you my sincere apologies and a compensation for the encountered inconveniences.
Compensation
You are entitled to compensation. When an Intercontinental flight is delayed with more than 3 hours but less than 4 hours upon arrival we are allowed to reduce the compensation with 50%. Your flight had an arrival delay of 3 hours and 55 minutes.
I would like to offer you an amount of EUR 300,- per person or a KLM EMD Voucher of EUR 400,- per person.
Oct 11, 2016, 7:10 am
#39
Join Date: Mar 2016
Location: CPT,AMS
Posts: 4,412
OK, I finally got a reply to my EC261 case. Me and my wife both were delayed about 4 hours and change. No reply from AF/KL but I sent a registered mail letter to their HQ and now they're talking.
With the taxi time and required extra minutes for getting off the plane it was easily over 4 hours. Do I have a case here or should I just take what I have?
With the taxi time and required extra minutes for getting off the plane it was easily over 4 hours. Do I have a case here or should I just take what I have?
According to FR24, the airplane landed at 03:29 PM, so with 6 minutes short of 4 hours, everything seems possible.
Oct 11, 2016, 7:32 am
#40
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I did take some videos during taxiing back to the gate. Is there a canonical source I can use for door-open / gate time for arrival?
Oct 11, 2016, 7:41 am
#41
Join Date: Mar 2016
Location: CPT,AMS
Posts: 4,412
Flightstats say Actual Gate Arrival is 03:30PM, there doesn't seem to be any source reporting door-opening times, of course if your videos shows otherwise and can prove it was more than 4 hours then it is a different story.
Nov 4, 2016, 3:08 pm
#42
Join Date: Sep 2016
Location: San Francisco, CA
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As an update: KLM was pretty steadfast in offering just EUR 300 per person, and then I got an email on a different email address where I'd previously sent in the complaint by email (vs. certified letter) and they said the check for 600 EUR was in the mail, no negotiation.
Cashed the checks today - 600 euro per person, not bad.
Cashed the checks today - 600 euro per person, not bad.
Jan 31, 2017, 3:27 am
#43
Join Date: Mar 2003
Location: Stafford UK
Programs: BAEC Flying Blue
Posts: 167
Prompt service from KLM
My wife and I had delayed flights from Manchester to Muscat via Amsterdam 2 weeks ago. 6 hours delay out of Manchester. Missed the connecting KLM flight. Rerouted on Etihad and arrived 6/7 hours late into MCT.
On my return, I filled out the claim form online on the Flying Blue website. Got an email replay next day confirming that we were eligible for 600 euro compensation each. Did we want flight voucher or cash?
Got an email today stating that the cash 1035GBP was being transferred to my account on 2nd February to my account. - precisely 1 week after I submitted my claim.
Compliments to KLM. What prompt and efficient service. Makes you want to fly with them again. I wonder how prompt other airlines are?
On my return, I filled out the claim form online on the Flying Blue website. Got an email replay next day confirming that we were eligible for 600 euro compensation each. Did we want flight voucher or cash?
Got an email today stating that the cash 1035GBP was being transferred to my account on 2nd February to my account. - precisely 1 week after I submitted my claim.
Compliments to KLM. What prompt and efficient service. Makes you want to fly with them again. I wonder how prompt other airlines are?
Jan 31, 2017, 6:21 am
#44
Join Date: Jun 2012
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My experience with KLM is totally different. The agent I hired to run the case for me battled with them for 3 years before I could cash in. It was a broken fuel pump that caused a missed connection and a 7 hour delay on an IC itinerary.
AF was much faster in accepting my claim when they delayed me for a full 24 hours.
AF was much faster in accepting my claim when they delayed me for a full 24 hours.