[MarcusGB]

As others have often stated on here, to give a positive, KLM are very proactive and offer you what you are entitled too, at the time.
On their website, they have a clear link to what you are entitled too and how to claim, for delays and deficits of service.
If a long haul flight, a strong advice would to see the Senior Purser (Manager), and they will format the complain in a report from them, and they will send it off. this gets directly to the Managers and at times Executives of KLM whpo actually contact you to inform, or discuss what they will do to alter this from happening.

I had recently a very poor Vegetarian meal in Business class long haul, Lettuce and salads for a 12 hr flight, and it lacked basic nurtition. I did not have to complain more than to The Purser who agreed with me. She told me her view was it was not acceptable.
She took photographs, and immediately, on her Ipad during the flight, offered me 3 options of compensation.
I took the one that offered me Euros 170 for a future booking in the form of an E-Voucher credit.

I have battled with many Airlines over many years, but never had to do so with KLM. I find them honest, open, pro-active, and if you do have a fair point, they will inform you, or offer you compensation. This in addition to what they can do there and then!

[IanFromHKG]

She had the luxury of time to deal with it and a strong personal incentive (ALL of the claim). There are plenty of other people out there, operating professionally, who have all the know-how to hand and the ability to process claims at a volume which would overwhelm a housewife (even a Cambridge-educated, City-trained, super-intelligent solicitor housewife), so I don’t think she will be trying to compete in that market!

Even I, a solicitor myself (and just to balance what I said above about the Memsahib – Oxford-educated, City-trained, former Mensa member), have given up on one delay claim and will be referring to a specialist shortly (just as soon as I can get my act together) because there comes a point where the effort and return stop balancing out. Much as I begrudge giving up 25% of our well-founded claim, it can still mean I get 75% without further brainache and frustration! And I do recognise that professionals need compensation themselves.

I have, however, taken great solace from the fact that before being forced to give up (on the basis that the Hong Kong Small Claims Tribunal does not permit claims to be made on behalf of minors) that I hauled the airline in question to the Tribunal (two staff members for half a day), where they were professionally represented at (no doubt) some considerable cost. Just knowing how much management time and legal fees I have chewed up makes me feel they have been punished even if we haven’t been compensated! It would have been cheaper to pay me off, frankly – and I haven’t finished yet!

[Flightlevel]

Failures of service from a lost bag to a silly salad should be compensated and recorded quickly and legally by the airline and its staff.
It would give an immediate feedback, virtually on a daily basis, to management and enable them to track bad service or situations.
The EU should legalise such procedures, and before the UK leaves!

[capetonianm]

IanFromHKG:

A man after my own heart. I intend to take LH to court and even if I lose, which I probably won’t, I will have the smug satisfaction of knowing that it’s cost them a lot more than me. The daft thing is that if, after my first complaint, they’d come back to me and said that weather was a contributory factor in the delay and that the validity of my claim was therefore arguable, and offered me €200, I’d have happily accepted that.

Now, I’m digging my heels in and will go the whole way. If my County Court Claim fails, I’ll go through a specialised legal firm unless having lost at CC level precludes further action, I need to check that out.

[Author]

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