How generous is KLM with compensation?

Old Sep 13, 2016, 7:48 am
  #1  
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How generous is KLM with compensation?

On Sept 4, I flew YYZ-AMS in paid J on a brand new 789 (2 weeks in service). As luck would have it, there was a problem with my AVOD screen. FA reset it 3 times before it finally worked (I think, because at that point I decided that I just wanted to go to sleep).

Then I found out that my lay flat seat wouldn't recline. I stood in the aisle for 25 mins while the FA tried to reset it, to no avail. Cabin was full, so I had to try and sleep while sitting up.

I sent a complaint letter to KLM on Sept 5 and have heard nothing since. Is this normal? I'm used to Star Alliance where complaints of this nature are dealt with promptly.

And the final straw is a hydraulic part needed to be replaced on our aircraft before take off. Captain had us board about 30 mins late, but we sat at the gate for 4 hrs before we could leave. (FAs started serving dinner before we left the ground!) We landed in AMS 4h10m late which I believe should automatically entitle me to EC261/2004 compensation. I did not mention this in my complaint letter as I figured it should be dealt with separately. My girlfriend who was flying with me did file an EC261 claim (also on Sept 5) and has not heard a peep from KL. When something similar happened to me on LH, I had a response the next day and my cheque in hand in less than 2 weeks.

I did a search on compensation and found very little in this forum. Does anyone have experience on what kind of compensation I might get for the lay flat seat that wasn't, on an overnight flight? Is KL usually this slow at responding to customer complaints?
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Old Sep 13, 2016, 8:26 am
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A request for EC261/2004 compensation may be lodged here.

If you didn't use one of these contact channels, your complaint was likely not received. As regards compensation for broken seat/AVOD, I would expect them to offer some small number of Flying Blue miles and/or a KLM voucher for a future flight.
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Old Sep 13, 2016, 8:39 am
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I sent an email, and got an auto-reply with a case number so guess they received it. Guess I'll just have to be patient. Definitely don't want Flying Blue miles, so guess I'll hope for a voucher. AC typically offers $500 for broken seat on international flights.
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Old Sep 13, 2016, 8:46 am
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Good thing they confiscate tools at security - otherwise everyone on board would be vandalising their screen to get the $500!
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Old Sep 13, 2016, 8:50 am
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Originally Posted by margarita girl
I sent an email, and got an auto-reply with a case number so guess they received it. Guess I'll just have to be patient. Definitely don't want Flying Blue miles, so guess I'll hope for a voucher. AC typically offers $500 for broken seat on international flights.
KLM tends to give more than that, but it sometimes depends on the way you write to them as well as your FF status with the airlines.

If I were you, I will probably give the the amount of compensation to the KLM, let them justify it. In this case, I will at least claim 75% of the difference between coach and BIZ, which is around 600EUR for one-way.
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Old Sep 13, 2016, 12:15 pm
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If you haven't yet, I highly recommend contacting them about the seat and other non-delay compensation based matters on social media (i.e. Twitter, Facebook). Their social media team tends to be more responsive and perhaps even more generous, so that might help.
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Old Sep 13, 2016, 12:47 pm
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I just did cuz I realized I put the wrong ticket number on the form. However I left them a private message on FB (don't use the others). Should I be making a public post?

Edit: Just checked FB, and had the following reply:

Our Customer Care files in the US and Canada are handled by our partner Delta Air Lines. We advise you to contact them directly to update the ticket number in your file. You can call Delta via the following number 1-800-455-2720. Or you can sent an e-mail via this link > http://klmf.ly/10CklPQ.
Seems odd.

Last edited by margarita girl; Sep 13, 2016 at 2:30 pm
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Old Sep 13, 2016, 2:27 pm
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KL is very scrumpy with EC261 claims, got delayed by 4h on JFK-AMS 19 months ago and my case is still pending... (specialized law firm is handling it for me).
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Old Sep 13, 2016, 2:47 pm
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Originally Posted by tobitronics
KL is very scrumpy with EC261 claims, got delayed by 4h on JFK-AMS 19 months ago and my case is still pending... (specialized law firm is handling it for me).
19! months? Wow. I am waiting for about half a month now and I though that was a lot.
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Old Sep 13, 2016, 5:13 pm
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I would have put in my "inconvenience therefore full refund "less the cheapest Y fare and in para 2 would have invoked EU261. Follow up in two weeks and write to EU 261 HQ stating the claim with documentauion, copy to KLM.
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Old Sep 13, 2016, 5:58 pm
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I had a really cheap ticket! C$1586 (~1070 Euros) from YYZ-MUC in biz class, round trip. I don't think my ticket was a whole lot more than an economy ticket.

I sent a new request for compensation to DL per the FB team for the broken AVOD/seat.

I also submitted a new claim to KL for EC261. We'll see what happens.
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Old Sep 13, 2016, 11:01 pm
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Originally Posted by margarita girl
I had a really cheap ticket! C$1586 (~1070 Euros) from YYZ-MUC in biz class, round trip. I don't think my ticket was a whole lot more than an economy ticket.

I sent a new request for compensation to DL per the FB team for the broken AVOD/seat.

I also submitted a new claim to KL for EC261. We'll see what happens.
For the purpose of your delay compensation, what matters is the time of your arrival to your final destination, the fact that you arrived to AMS 4:10hr late is irrelevant by itself.
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Old Sep 14, 2016, 1:29 am
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Originally Posted by HMPS
I would have put in my "inconvenience therefore full refund "less the cheapest Y fare and in para 2 would have invoked EU261. Follow up in two weeks and write to EU 261 HQ stating the claim with documentauion, copy to KLM.
There is no such thing as "EU 261 HQ". The national enforcement bodies do not get involved. If you need assistance, you would either require the services of one of the specialised claims agents (and the person upthread that reports no success having used one after 19 months is probably going to end up disappointed - they do not pursue everything to the bitter end, and if they've not managed to get money after this long then it is looking unlikely they will be successful), or bring a case in the (small claims) courts.

And I would advise against lumping two separate, unrelated claims in the one letter. Better to tackle the broken seat compensation first - and then, once that is resolved, move onto the EC261/2004 issue.
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Old Sep 14, 2016, 1:49 am
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I find it a bit strange that the purser on the flight did not immediately deal with the compensation.
On all my previous occurrences with issues with AVOD or seat functioning - and after unsuccessful attempts to repair - the purser has come by my seat by the end of the flight with their iPad and handled a claims form there and then. Typically you get the choice between a couple of 1000 FF miles, a cash refund (limited) or a voucher (typically worth more than the cash). I found it to always work like a breeze : handled while still in the air and is then automatically processed after the flight (I presume when the pursers iPad connects to the central system).
It seems that in this case either the purser was not informed of the situation by the FA or the OP (or didn't care enough).
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Old Sep 14, 2016, 4:35 am
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Originally Posted by margarita girl
On Sept 4, I flew YYZ-AMS in paid J on a brand new 789 (2 weeks in service). As luck would have it, there was a problem with my AVOD screen. FA reset it 3 times before it finally worked (I think, because at that point I decided that I just wanted to go to sleep).

Then I found out that my lay flat seat wouldn't recline. I stood in the aisle for 25 mins while the FA tried to reset it, to no avail. Cabin was full, so I had to try and sleep while sitting up.
I started a thread about faulty seats on Dreamliners earlier this year.
FlyerTalk Forums > Travel&Dining > TravelBuzz Faulty B787 Dreamlighter Business Class Seat Design.
The contributions to the thread informed us that two (or more)different models are fitted in the B787. I observed faulty seats on three out of four Air India flights and also on one LOT and on that flight the faulty seat was mine. The cabin was full so no alternative seat in the business cabin was available. Those seats were all supplied by the same company, Zodiac. I wonder if they also supply KLM's seats.
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