KLM & EU261 Claims
May 25, 2022, 4:22 am
#1
formerly JackDann
Original Poster
Join Date: Oct 2017
Location: Northern Ireland
Posts: 1,659
KLM & EU261 Claims
Does anybody know how long KLM are taking to turnaround EU261 claims. Just want to get a rough idea. I know other airlines can take an absolute age and i'm not too sure on what their legal obligations are in regards to turnaround time.
May 25, 2022, 5:07 am
#2
Join Date: Jul 2009
Location: mostly not far from AMS, otherwise NUE
Programs: FB Silver, Hilton Diamond
Posts: 2,381
7 days is the legal maximum. I've seen KLM react well within that time, as a Platinum member though, so for other passengers this may be different.
May 25, 2022, 5:17 am
#3
formerly JackDann
Original Poster
Join Date: Oct 2017
Location: Northern Ireland
Posts: 1,659
May 25, 2022, 6:11 am
#4
Join Date: Dec 2003
Location: Amsterdam, Netherlands
Programs: KL Gold, SQ KF Gold, CX Green
Posts: 9,418
About 7 weeks for my recent claim. I got an email that they will transfer 250 soon, followed by an actual transfer of 125
so I will need to put in another claim
..
Jun 6, 2022, 8:20 am
#6
Join Date: Jan 2006
Programs: BA KL
Posts: 86
This seems very ambitious, given that other EU 261 claims lodged with KLM are taking at least 6-8 weeks to resolve https://nltimes.nl/2022/06/06/klm-wa...ms-within-week
Jun 7, 2022, 6:39 am
#8
Join Date: Feb 2013
Location: MEL
Programs: QF Gold, FB Plat, Accor Diamond, Hilton Gold, Marriot Gold ex-UA 1k, ex-AA Plat, ex IHG Plat
Posts: 148
I had a claim submitted on 31MAY that came back yesterday with the very approximate and vague language. I was +4 hours late in SIN, where the problem was mechanical (per the FA &pilot). The flight has been late every single day for the past 5 days. Not sure what is going on, but KLM does not hesitate to lie to have folks drop off their claims... However, it took 7 days to get an answer 
I am sorry to learn of the inconveniences you were caused as a result of flight KLXXX [redacted] being delayed due to [SIC] due to Air Traffic Control restrictions.
For our airline, one of, if not the major performance indicator, is on-time delivery. The ability to adhere to a published schedule is an important ingredient of any airline product. The delay of a flight, however rare, is therefore a major frustration to our aim of providing passengers with the reliable service they demand.
Decisions made by Air Traffic Control affecting the departure and arrival time of a particular aircraft on a particular day which results in a long delay, an overnight delay, or the cancellation of one or more flights operated by that aircraft, are considered as extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Accordingly, no compensation is due in such case. I regret any disappointment that this may cause.
For our airline, one of, if not the major performance indicator, is on-time delivery. The ability to adhere to a published schedule is an important ingredient of any airline product. The delay of a flight, however rare, is therefore a major frustration to our aim of providing passengers with the reliable service they demand.
Decisions made by Air Traffic Control affecting the departure and arrival time of a particular aircraft on a particular day which results in a long delay, an overnight delay, or the cancellation of one or more flights operated by that aircraft, are considered as extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Accordingly, no compensation is due in such case. I regret any disappointment that this may cause.
Jun 7, 2022, 11:24 pm
#9
formerly JackDann
Original Poster
Join Date: Oct 2017
Location: Northern Ireland
Posts: 1,659
My Claim was raised on 25th April and not heard a single thing back.
As the ticket was purchased in the UK does anyone know if I can take this to Small Claims Court / MCOL?
6 Weeks without even an acknowledgement is too long.
As the ticket was purchased in the UK does anyone know if I can take this to Small Claims Court / MCOL?
6 Weeks without even an acknowledgement is too long.
Jun 8, 2022, 2:12 am
#10
Join Date: Dec 2003
Location: Amsterdam, Netherlands
Programs: KL Gold, SQ KF Gold, CX Green
Posts: 9,418
I am now hearing from several friends who are receiving emails from KLM informing them they will receive 125 for a clear-cut EU261 case: European flight canceled <14 days, no alternative available that leaves max. 2 hours earlier or arrives max. 4 hours later.
I myself received an email in which KLM informed me that I would receive 250, followed by an actual transfer of 125. Of course I appealed - no reply yet.
Are there any circumstances in which KLM can pay less than the amounts listed in EU261? Or are they just hoping that passengers wont bother to claim the other half of the amount they are entitled to?
I myself received an email in which KLM informed me that I would receive 250, followed by an actual transfer of 125. Of course I appealed - no reply yet.
Are there any circumstances in which KLM can pay less than the amounts listed in EU261? Or are they just hoping that passengers wont bother to claim the other half of the amount they are entitled to?
Jun 8, 2022, 2:14 am
#11
Join Date: Dec 2003
Location: Amsterdam, Netherlands
Programs: KL Gold, SQ KF Gold, CX Green
Posts: 9,418
As a data point: a friend who raised a claim on 8th April received an email from KLM yesterday.
Jun 8, 2022, 2:24 am
#12
formerly JackDann
Original Poster
Join Date: Oct 2017
Location: Northern Ireland
Posts: 1,659
I am now hearing from several friends who are receiving emails from KLM informing them they will receive 125 for a clear-cut EU261 case: European flight canceled <14 days, no alternative available that leaves max. 2 hours earlier or arrives max. 4 hours later.
I myself received an email in which KLM informed me that I would receive 250, followed by an actual transfer of 125. Of course I appealed - no reply yet.
Are there any circumstances in which KLM can pay less than the amounts listed in EU261? Or are they just hoping that passengers wont bother to claim the other half of the amount they are entitled to?
I myself received an email in which KLM informed me that I would receive 250, followed by an actual transfer of 125. Of course I appealed - no reply yet.
Are there any circumstances in which KLM can pay less than the amounts listed in EU261? Or are they just hoping that passengers wont bother to claim the other half of the amount they are entitled to?
Jun 8, 2022, 2:30 am
#13
FlyerTalk Evangelist
Join Date: Mar 2008
Location: Netherlands
Programs: KL Platinum; A3 Gold
Posts: 28,751
Or is that glossed over in the hope that most people will assume this is all they are entitled to?
Jun 8, 2022, 2:31 am
#14
Join Date: Dec 2003
Location: Amsterdam, Netherlands
Programs: KL Gold, SQ KF Gold, CX Green
Posts: 9,418
Jun 8, 2022, 2:50 am
#15
Join Date: Jul 2009
Location: mostly not far from AMS, otherwise NUE
Programs: FB Silver, Hilton Diamond
Posts: 2,381