Support Desk and Website for EU-claims
Aug 6, 2009, 1:47 pm
#46
FlyerTalk Evangelist
Join Date: Oct 2000
Posts: 14,352
KLM investigating delayed flight details
Angry passengers join forces on internet
PHILIPSBURG--KLM is “thoroughly investigating” the details of flight KL 785 on July 4 which had to return to Curaçao while on its way to Amsterdam. The flight finally arrived at its destination 48 hours later.
“The investigation into the events during the flight from Curaçao to Amsterdam is still ongoing. It concerns a thorough investigation which is being carried out very meticulously,” according to a written statement of KLM headquarters in Amstelveen, the Netherlands.
Shortly after take-off, passengers detected the smell of burning. At the same time, the cabin crew received a signal that something was wrong with the auxiliary engine. The captain immediately decided to make a landing at the airport in San Juan, Puerto Rico.
According to the passengers, the cabin crew prepared them for an emergency landing. Some passengers were crying, while others started to pray.
KLM, however, is referring only to a precautionary landing. “During the flight, the captain received a warning in the cockpit that there would be a technical problem. He put the passengers’ and crew’s safety first and decided to make a precautionary landing,” the airline states.
Much to the relief of the 450 passengers, the landing was impeccable. They were accommodated in the terminal. After hours of waiting, they were informed that they would be flying back to Curaçao with the same aircraft. Seven hours after departure they were back at Hato Airport.
It was well after nightfall, but it took hours before everybody was transported to a hotel. They were informed that the flight would leave towards the end of the afternoon, 24 hours after the original time of departure, to set course for Amsterdam.
That afternoon, the 450 passengers gathered again at Hato, but after some time the signs at the KLM counters suddenly stated that flight KL 785 was cancelled. The reason for this cancellation was the crew’s rest regulation, which is something, the passengers say, KLM would already have known the evening before.
Some passengers managed to be transferred to the regular flight, which departed for Amsterdam that same day with dozens of empty seats.
Those who stayed behind had to wait for another 24 hours before they could travel to the Netherlands with the malfunctioning aircraft, named City of Lima.
Once in the Netherlands, a river of complaints started to flow, mainly about the chaotic assistance at Hato and a lack of communication from KLM.
Those who filed a complaint received a letter with apologies and a voucher for a 250-euro reduction on their next KLM flight within one year. This letter led to another outcry.
Angry passengers gathered on the internet. Many called for help from the “EUclaim” bureau which assists passengers that are victims of delays and cancellations. According to EUclaim these passengers are entitled to 600 euros in compensation, as well as covering the extra cost for meals, a hotel, et cetera.
The central question in this is whether there was a “delay” due to an “Act of God” as KLM is stating, or a cancellation. Passengers are pointing to the fact that the signs at the KLM counter at Hato indicated that the flight had been cancelled.
“We understand very well that for passengers this precautionary landing in Puerto Rico has been a disagreeable experience and that the delay was unpleasant. We regret this, but the safety of passengers and crew is, and remains, our highest priority under any circumstances. Continuously, our aircraft are being checked on every detail and our crew is constantly being trained to adequately respond in emergency situations,” KLM says.
According to the passengers involved, it emerges from the statement that KLM still does not understand why they are so angry. They understand the decision not to continue the flight, but the problem is particularly focused on the way in which they were treated upon their return to Hato.
This week, they sounded the alarm again, this time in a Dutch consumer television show. KLM’s response was: “We refrain from comment as long as the investigations are not finished.”
Johan
PHILIPSBURG--KLM is “thoroughly investigating” the details of flight KL 785 on July 4 which had to return to Curaçao while on its way to Amsterdam. The flight finally arrived at its destination 48 hours later.
“The investigation into the events during the flight from Curaçao to Amsterdam is still ongoing. It concerns a thorough investigation which is being carried out very meticulously,” according to a written statement of KLM headquarters in Amstelveen, the Netherlands.
Shortly after take-off, passengers detected the smell of burning. At the same time, the cabin crew received a signal that something was wrong with the auxiliary engine. The captain immediately decided to make a landing at the airport in San Juan, Puerto Rico.
According to the passengers, the cabin crew prepared them for an emergency landing. Some passengers were crying, while others started to pray.
KLM, however, is referring only to a precautionary landing. “During the flight, the captain received a warning in the cockpit that there would be a technical problem. He put the passengers’ and crew’s safety first and decided to make a precautionary landing,” the airline states.
Much to the relief of the 450 passengers, the landing was impeccable. They were accommodated in the terminal. After hours of waiting, they were informed that they would be flying back to Curaçao with the same aircraft. Seven hours after departure they were back at Hato Airport.
It was well after nightfall, but it took hours before everybody was transported to a hotel. They were informed that the flight would leave towards the end of the afternoon, 24 hours after the original time of departure, to set course for Amsterdam.
That afternoon, the 450 passengers gathered again at Hato, but after some time the signs at the KLM counters suddenly stated that flight KL 785 was cancelled. The reason for this cancellation was the crew’s rest regulation, which is something, the passengers say, KLM would already have known the evening before.
Some passengers managed to be transferred to the regular flight, which departed for Amsterdam that same day with dozens of empty seats.
Those who stayed behind had to wait for another 24 hours before they could travel to the Netherlands with the malfunctioning aircraft, named City of Lima.
Once in the Netherlands, a river of complaints started to flow, mainly about the chaotic assistance at Hato and a lack of communication from KLM.
Those who filed a complaint received a letter with apologies and a voucher for a 250-euro reduction on their next KLM flight within one year. This letter led to another outcry.
Angry passengers gathered on the internet. Many called for help from the “EUclaim” bureau which assists passengers that are victims of delays and cancellations. According to EUclaim these passengers are entitled to 600 euros in compensation, as well as covering the extra cost for meals, a hotel, et cetera.
The central question in this is whether there was a “delay” due to an “Act of God” as KLM is stating, or a cancellation. Passengers are pointing to the fact that the signs at the KLM counter at Hato indicated that the flight had been cancelled.
“We understand very well that for passengers this precautionary landing in Puerto Rico has been a disagreeable experience and that the delay was unpleasant. We regret this, but the safety of passengers and crew is, and remains, our highest priority under any circumstances. Continuously, our aircraft are being checked on every detail and our crew is constantly being trained to adequately respond in emergency situations,” KLM says.
According to the passengers involved, it emerges from the statement that KLM still does not understand why they are so angry. They understand the decision not to continue the flight, but the problem is particularly focused on the way in which they were treated upon their return to Hato.
This week, they sounded the alarm again, this time in a Dutch consumer television show. KLM’s response was: “We refrain from comment as long as the investigations are not finished.”
Johan
Aug 7, 2009, 4:00 am
#47
Join Date: Nov 2006
Location: MEL
Programs: DL, QF, QR Gold, MR Lifetime Gold
Posts: 7,003
Thanks for posting this, Johan.
Kudos to EUClaim! ^ It's stuff like this that may eventually get the airlines to assume their responsibilities instead of answering with the traditional "that is not possible!". Maybe they'll understand that pax can't be treated like cargo in case of irrops.
Kudos to EUClaim! ^ It's stuff like this that may eventually get the airlines to assume their responsibilities instead of answering with the traditional "that is not possible!". Maybe they'll understand that pax can't be treated like cargo in case of irrops.
Jan 14, 2010, 1:10 pm
#48
Original Poster
Join Date: Jun 2004
Location: Netherlands
Programs: FB Platinum, M&M, BA Executive Club, Sofitel Plat, Priority Club, Starwood Preferred Guest
Posts: 1,447
New Service
In addition to the original offer, they now have a second site, www.refunddesk.nl
You pay a fixed fee of 19.95 and they send all the paper work (complaint letter and completed form + letter to authorities) to you, and you send it to the airline yourself.
No commission will be deducted if your claim is awarded.
They mention that airlines will now have to pay as from 2 hours delay (actual arrival time) for flights up to 1500km, 3 hours for flights within Europe and flights between 1500 and 3500 km and 4 hours for all other flights.
You pay a fixed fee of 19.95 and they send all the paper work (complaint letter and completed form + letter to authorities) to you, and you send it to the airline yourself.
No commission will be deducted if your claim is awarded.
They mention that airlines will now have to pay as from 2 hours delay (actual arrival time) for flights up to 1500km, 3 hours for flights within Europe and flights between 1500 and 3500 km and 4 hours for all other flights.