|Quoting Delta777Jet (Thread starter):|
KLM staff was saying they dont need to compensate or assist in any way if in their system shows that the reason for delay was weather. I dont know if this statement is true ?
I work for KL
and although I disagree with a lot of things that's going on, I can assure you that the delay statements that are given are 200% true.
As for the hotel: if the reason of the delay is beyond the control of the airline, hotel accomodation is only given to passengers with C-class tickets, full fare economy tickets (Y or S fares), Um-pax, WCHS/WCHC pax, and Skyteam Platinum and Gold elite passengers. All other passengers will have to pay for the hotel accomodation. This applies to all passengers with a missed connection. If your flight is cancelled, KL
MUST provide hotel accomodation, no mather what reason!
Concerning the meal voucher: according to the KL
guidelines, you must get a Service Recovery Package, with a foodvoucher, phonecard and €50 travel discount coupon.
Unfortunately many of my collegues don't give out these when they see the delay reason is "Others", meaning beyond control of the airline. You are at least entitled to get one of those.
Also, as far as hotel accomodation is concerned, the KL
agent must direct you to the hotel information desk in the arrival hall and issue hotel discount coupons for stranded passengers.
Passengers who miss a connection will be booked on the next available KL
flight, even if there is an earlier flight with a KL
competitor. Passengers usually don't understand this, mainly because almost nobody reads the restrictions that go with the ticket and MOST tickets are non-endorseable, also in case of INVOLUNTARY rerouting! If you have an endorseable ticket, or an PE
/GE member it's usually possible to be rebooked on an other airline. Be aware that some C-class tickets are also non-endorseable!
As stated by Lamedianaranja, KL
didnot kick EU rules. (unfortunately for you!) Do write a letter to customer relations about your experience, but don't expect anything. KL
is not know for their great after sales! A good travel insurance will help in these cases, and if you bought your ticket with a credit card then you can contact your cc-company, 'cause some cc-companies will cover those extra costs (for example the AMEX Gold card)
Too bad you had a negative experience, however these things happens often unfortunately.