KLM - Complaint against KLM

Posted on Friday, April 29th, 2011 at 6:13pm CDT by ab9579d5

Company: KLM

Category: Airlines

We write further to your message concerning the regrettable incident to your baggage and wish to offer you our apologies for the inconvenience caused to you on this occasion. To explain, in accordance with Article 31 of the Montreal Convention, claims for late delivery of checked baggage must be submitted in writing to the airline at the latest 21 days from the date the baggage was recovered.

Please note that the time limits for accepting passenger's claims are

clearly stated in the General Conditions of Carriage as well as on every

passenger's flight ticket cover.

We therefore regret but cannot agree to your claim for compensation on this occasion. We hope your subsequent journeys with us will be to your entire


Yours sincerely,

Tim Vandersteen

Baggage Claims Services

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Air France - Limited company with capital of 1,901,231,625 euros -

Bobigny register of companies (France) 420 495 178 - 45, rue de Paris, 95

747 Roissy CDG CEDEX Koninklijke Luchtvaart Maatschappij N.V. (also known as KLM Royal Dutch Airlines) is registered in Amstelveen, The Netherlands, with registered number 33014286.


Mr Vandersteen

Following your email response to our claim, I feel we must protest at the

off handed manner in which we are being treated. We can of course read but

circumstances conspired to make the timing impossible to comply with.

Both my wife and I tried in vain to contact KLM by phone (we can access call records from UK telephone account if necessary), whilst we were in the UK, to register our request for compensation. These calls were all made shortly after our arrival date on the 19th December 2010.

On one such occasion, my wife recorded conversations (on paper) when she

rang 0844 375 4258 and spoke to a person by the name of Kevin inquiring

about compensation. He suggested ringing 0871 271 0711 (ticket desk) who in turn suggested that we rang KLM Baggage on 0844 375 4257. Needless to say there was no answer and the phone eventually rang out. We felt we were on a KLM roundabout to nowhere.

This was very frustrating because either the numbers on the website were

discontinued and we were given another number to ring, or when we eventually

got through, we were told that they didn't handle compensation claims and

transfer us to another operator who may be able to help. Despite numerous

attempts, we never managed to get a straight answer and we were certainly

never put through to the right person.

The calls referred to above were done well and truly within the 21 days, as stated in your email.

Our initial claims were, of course, for all our baggage as it eventually

took 5 days for it to finally appear unannounced on the doorstep of our

accommodation in the UK. This claim then converted to compensation for

clothes and toiletries needed to support us during that traumatic time just prior to Christmas. This claim could have been much more had we not been helped out by kind relatives!

At this point, we might add that we also were diverted to Manchester instead of our planned destination of Birmingham. This then necessitated a very difficult journey by train and bus to get to our destination. This had to be paid for by ourselves as KLM offered onward bus services to Heathrow only.

Things were (and apparently still are) so chaotic, that even to this day

when we go on to your site: I also filled out a Baggage Inventory Form on the KLM website on 22nd December 2011. Please see attached PDF that contains screen grabs.

The only reason we did not log a complaint before 14th January 2011, was

that after all our telephone efforts to get through to KLM since 19th

December 2010, we hoped that we would be contacted by KLM in the spirit of

Customer-care. This notion was especially important due to the fact that we were completing our onward journey by that time and it made the continuous efforts we had been making previously impossible to continue. We certainly intend continuing our efforts as soon as we arrived back in

Australia. We fly to the UK every year, and this time our travel agent recommended KLM for our flight from Australia to UK and back. In light of your response, we will be informing our travel agent and friends and possibly the media what we think of the way KLM's Customer-care has treated us. We realize it was a difficult time for all, but feel that it makes it even more necessary to ensure all customers are looked after




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