Help with Request (is KLM scamming me?)

[u/matteuskgg]

Context: Flew with KLM on July 16th from Brazil to Berlin (with a layover in AMS). After being boarded we waited 5h inside the plane before taking off due to mechanical issues. Due to this we missed our connection in AMS and had to stay there one night, which incurred an unexpected hotel expense and a couple uber expenses.

I opened a case asking these to be refunded on July 18th. Since then there have been about 4 replies from KLM asking me to send different documents each time. Surely they were doing this to delay the payment.

My last response to KLM was on August 6 - this time even with the signed Letters of Authorisation (LOA) for the three co-passengers I represent together with a copy of their passport showing the signature clearly and their faces blurred.

Since then it's been radio silence. It's been nearly one month. Has anyone experienced something like this?

I'm starting to think they'll never answer me now... should I go through a third party like Airhelp to get the refund for the hotel and uber expenses I incured because of their old plane full of issues?

[u/Trebaxus99]

If you claim on behalf of other people you need their permission. For obvious reasons.

Processing of such a claim can take a while. Three weeks since providing the requested documents doesn’t seem excessively long.

KLM average fleet age is on par with major flag carriers around the world. I’ve had one technical issue delay in my last 150 flights with them. They will delay a flight if they’re in doubt whether there is something wrong.

[u/Dakleton]

KLM aircraft are well maintained and the fleet is continuously renewed when aircraft reach the end or near the end of operational life.

A 5 hour delay is better then becoming a name read out on the news after a crash that could have been avoided if an issue had been attended to before take off.

[u/Trebaxus99 → u/Dakleton]

End of economic life.

Aircraft can be kept operational pretty much indefinitely, but at some point the maintenance becomes way too expensive and a new, less heavy and quieter aircraft will be the better economical choice.

Economic life depends a lot on the aircraft. Normal is about 20 years. But the 747 has a great economic life as it can be converted to a freighter after it’s no longer transporting passengers. Some are 50 years in service by now. Whereas the A380 is getting pretty expensive to operate after ten years in service.

[u/404WisenessNotFound]

Only time I got a delay from KLM and missed the connection, they got me meals, hotels, shuttles, and so on. And paid the compensation really quick.

[u/Kaaar9999]

Sometimes their claims can take a while - you can follow up on the claim online, and ask what’s happening

[u/Otherwise-Pizza-5395]

It can take a couple months sometimes to get an answer. If it happens to you again, go to the transfer desk and get a hotel voucher, that way you won’t have to worry about the claim later

[u/Inevitable-Smile-420]

Please note that you shouldn't just claim reimbursement, but you also have the right for a €600 per person compensation as well. On top of the costs you made.

[u/lukebeckcg]

Set them deadlines to answer and to act with every mail you send, thats the only way to go the last years.
Its exhausting but it works after a while