The European Commission is demanding that Air France-KLM compensate in full passengers hit by the disruption caused by Iceland’s volcanic ash cloud. At the moment, the airline is only covering costs made in the first 24 hours of flight cancellations and delays. Brussels is threatening litigation if the airline refuses to change its position.
It’s back. Iceland’s volcanic ash cloud which brought European aviation to a standstill in April and May and stranded thousands of passengers worldwide. On Saturday, the Dutch Transport Inspection Service announced it had received dozens of complaints about the support offered by airlines.
Hundreds of British customers are demanding that Air France-KLM compensate them for the full cost of the disruption. The BBC reports that some families had to pay thousands of euros on temporary accommodation and other expenses. European Union transport ministers are meeting in Brussels this week to discuss how to deal with the fallout. All sorts of questions are being raised about the compensation arrangements.
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In 2004, the European parliament and the member states (the European Council) framed agreements on compensation and assistance for air passengers in circumstances including long-term delays to flights. Just like many insurance policies, these EU rules include a clause which excludes payment in the event of a ‘calamity’. Examples of such a calamity include ‘political instability’ and ‘weather conditions which stop the flight in question from taking place’. Iceland’s volcanic ash cloud appears to fall into the second category.
This means that in practice that those affected cannot claim compensation for the effects of being stranded. The airlines have no obligation to compensate for loss of earnings and other indirect financial problems.
Expensive hotels
Passengers have, however, a right to information, reimbursement for tickets (or passage to their destination via another route). Also, “if appropriate, they should be given refreshments, meals and accommodation”. In one case, the ‘accommodation’ consisted of stretchers in an airport hall. In another, passengers decided independently of the airline to book into a hotel near the airport. Such costs can end up being considerable depending on the category of hotel.
It’s up to EU transport ministers to decide later this month how far KLM and the other airlines will have to go in satisfying the claims of passengers hit by the ash cloud.
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The airlines are obligated to assist the stranded passengers with alternative transport such as ship,bus,train,renal car in order to get the to their destination at earliest possible time. That is reasonable, instead of leaving the on their own. If the airlines dont want to have this obligation, all they have to do is let go of their rights to passagengers must have a reservation and sell tickets on a first come basis. If there is no reservation for the flight then passengers have no claims according to the scope of the EC Regulation 261/2004 for Airline passenger rights. They chose to not assist in any way, not even quick cash refunds to the stranded passengers.
I was in Europe during this time and promptly booked rail passage to a country not affected by the ash cloud. Did those who claim compensation for up to one week's lodging, meals, and other expenses make a reasonable effort to find travel alternatives? If not, they should not be able to recover the full amount claimed.
According to the KLM site, this article is not correct. The EU commission have confirmed that they have not ordered KLM to pay.
If the latest statement on the KLM website is to be believed, then there is not an ounce of truth in this article. They are still not offering refunds and the EU commission has not ordered them to.
Hi I feel obliged to point out that KLM are not meeting their LEGAL OBLIGATIONS as things stand presently.People are not wanting compensation either just a refund of their costs.These are not the same.My husband and I were stranded for 7 days in Europe and KLM did not help us in any way-the situation was stressful, difficult and no information.Please understand this!!
Did you seek a bus, train, or ship alternative or did you just wait it out?
Our flight (Schiphol-Oslo) was cancelled BEFORE the airspace of the Neterlands and Norway was closed. It was even flights going to Swede later than our flights was scheduled. The airport of Oslo also landed planes later than our flight was supposed to land. We have a small child and was stranded 6 nights in Amsterdam.
I documentede pur expences and was offered appr. € 150,-- to cover our costs, 6 nights, food, chlotes and alternative transportation home....
Im after compensation from KLM for them failing to fully comply with EC Policy. They did not inform of my rights, offer a refund there and then or over re-routing which was possible as I was in Amsterdam or after 24 hours did not put me in a hotel. They did tell me to go home and as a result they now also have to pay my costs. It clear that KLM failed to fully comply with EU Policy
I am experiencing the same problem with Swiss Airlines. At the time when I was delayed they promised they would refund all reasonable hotel and food expenses. Weeks after I returned home they changed their mind as it was a "force majeure". I feel very let down by them
This is a matter of EU law and affects passengers across europe and not just Britian, the Netherland passengers are also affected.
Join the campaign to ensure KLm follows EU law and also the other airlines who have already looked after their customers.
http://www.facebook.com/pages/KLM-must-support-passengers-stranded-by-as...
just to be clear its not just british passengers its passengers from all over the world, including the Netherlands.
Join the campaign to make KLM AF follow other airlines including BA, Virgin, Ryanair and Easyjet in following the EU Law
http://www.facebook.com/pages/KLM-must-support-passengers-stranded-by-as...
I most certainly DO NOT agree with this. The volcanic eruption was nobody's fault - it was a matter of being at the wrong place at the wrong time. Rather a poor attitude - expecting someone else to pick up the tab.
I most certainly agree with you. KLM didn't cause the problems. People wanting something for nothing!
We passengers didn't write the law ourselves either.
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