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Air Passenger Rights - warning
This is a duplicate post with Legal/Civil
When travelling on KLM via Amsterdam on a long haul flight, I arrived into Schiphol behind schedule but the gate for my onward flight was still open. Not only were the staff still accepting passengers, but I could see everyone waiting to board (mostly sitting down). Nevertheless, I was told I had been rerouted onto another airline and I should speak to the transit desk. In spite of my protests and the transit staff's efforts, I was not allowed onto my onward flight which eventually left. Instead I was routed through yet another airport and arrived hours late at my destination. This was a simple case of denied boarding.
This happened just after the EU law on this, delays, etc. came into effect, yet I was not advised of my rights, offered assistance with communications or any refreshments. I promptly made a complaint to KLM and eventually asked for compensation as called for by law. Over time KLM gave three different explanations for the incident (security, missed connection and computer-says-no) and refused to pay. In addition to complaining to KLM, I contacted both Dutch and UK relevant authorities at the time but they lacked teeth to do anything about it and directed me to the courts. The correspondence spanned nearly two years.
More recently, I became aware that there are now National Enforcement Bodies (NEBs) in many/all EU countries and one is to go through the NEB in the country where the incident occurred. I contacted the Dutch one which has just replied to say that since the case is more than two years old it is too late - they again advise me to go to court. It is clear that airlines (at least KLM) will have done their best to avoid the implications of the law as much and for as long as possible and thereby actually succeeded in rendering the law ineffective. To some extent this is no doubt what has made the NEBs necessary.
When travelling on KLM via Amsterdam on a long haul flight, I arrived into Schiphol behind schedule but the gate for my onward flight was still open. Not only were the staff still accepting passengers, but I could see everyone waiting to board (mostly sitting down). Nevertheless, I was told I had been rerouted onto another airline and I should speak to the transit desk. In spite of my protests and the transit staff's efforts, I was not allowed onto my onward flight which eventually left. Instead I was routed through yet another airport and arrived hours late at my destination. This was a simple case of denied boarding.
This happened just after the EU law on this, delays, etc. came into effect, yet I was not advised of my rights, offered assistance with communications or any refreshments. I promptly made a complaint to KLM and eventually asked for compensation as called for by law. Over time KLM gave three different explanations for the incident (security, missed connection and computer-says-no) and refused to pay. In addition to complaining to KLM, I contacted both Dutch and UK relevant authorities at the time but they lacked teeth to do anything about it and directed me to the courts. The correspondence spanned nearly two years.
More recently, I became aware that there are now National Enforcement Bodies (NEBs) in many/all EU countries and one is to go through the NEB in the country where the incident occurred. I contacted the Dutch one which has just replied to say that since the case is more than two years old it is too late - they again advise me to go to court. It is clear that airlines (at least KLM) will have done their best to avoid the implications of the law as much and for as long as possible and thereby actually succeeded in rendering the law ineffective. To some extent this is no doubt what has made the NEBs necessary.
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Sorry - duplicate with Travel (copy-paste error above)
Part 2:
Therefore, I advise anyone with a complaint to raise it without delay. Familiarise yourself with your rights and in the first instance raise the complaint with the airline and if not satisfied with the response turn to the relevant NEB. Not all countries will have a deadline, but some clearly do. Going to court is more demanding on your time and also raises issues of complications such as physically going there and possibly representing yourself.
Part 2:
Therefore, I advise anyone with a complaint to raise it without delay. Familiarise yourself with your rights and in the first instance raise the complaint with the airline and if not satisfied with the response turn to the relevant NEB. Not all countries will have a deadline, but some clearly do. Going to court is more demanding on your time and also raises issues of complications such as physically going there and possibly representing yourself.
Be very careful with KLM, full-stop. I only use them when I absolutely have to, through work & in which case I don't have a choice as one of the PA's will have already booked me on the journey.
Work takes me into most of Europe very regularly and, wherever poss. I use anyone but KLM/BA to get me into any of the main-line airports in Germany. From there, onward travel/connections are a doddle.
I once arrived @ KLM transfer desk from Hamburg en route to Newcastle to find they'd already sold my seat to someone else! No apology, kiss my backside - nothing!
Like I say, be careful. If that's the Royal dutch Airline, God only knows what the royal family put up with!
Advice? Use Lufthansa if yu really want to be looked after - or Aer Lingus/Aer Arran (but then Im biased re: Gods own country!
Work takes me into most of Europe very regularly and, wherever poss. I use anyone but KLM/BA to get me into any of the main-line airports in Germany. From there, onward travel/connections are a doddle.
I once arrived @ KLM transfer desk from Hamburg en route to Newcastle to find they'd already sold my seat to someone else! No apology, kiss my backside - nothing!
Like I say, be careful. If that's the Royal dutch Airline, God only knows what the royal family put up with!
Advice? Use Lufthansa if yu really want to be looked after - or Aer Lingus/Aer Arran (but then Im biased re: Gods own country!
In fact, I have not used KLM since, but I also have had less than impressive experience with Lufthansa although nothing as bad as what I described. Emirates was very disappointing on a route I used to fly monthly (no competition) and Qatar were more like three star instead of the much vaunted five star (which actually only applies to business class although their adverts invite you to to assume it applies to all classes). It seems to me no airline is reliably better than the rest.
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