Old Dec 19, 2008, 5:36 PM
allyy allyy is offline
Join Date: Dec 2008
Posts: 1
Default KLM - Customer service, no way

booked on Flights missed his connection in Amsterdam for Moscow due to delay in first flight Brussels-Amsterdam, he took following flight Su230, this meant he missed another flight in the evening to Magnetagorsk, as he had a press conference, a presentation and a Master class, where he was the speaker in all of these events, therefore he had to take the only available alternative flight to Cherliabinsk a city 400 km away followed by a 4hr Taxi drive in Siberian December weather & temperatures, he arrived at destination a day after leaving Brussels.
Baggage did not arrive in Moscow with him, it arrived at Sheremetyova2 three flights from AMS after his arrival, at this point he was already in Magnetagorsk, In Moscow they inform him that they cannot forward it because he is a foreigner and must pick up himself in Moscow, by the time he is back in Moscow he will no longer need his luggage or have time to look for it as he will be returning to Italy, Therefore we request and require that his Luggage is at this point sent to the sent back on his return flight at your inconvenience and not his.
The Inconvenience that has come from this is enormous, the unhelpfulness ound in Amsterdam at transit desk where he didn't speak English and the gentleman representing you refused to talk to me mobile was very disappointing, he therefore was unable to explain that he could only go onto Moscow if he was sure to reach final destination otherwise he would return home, the gentleman behind the desk just kept repeating in his face Moscow or Italy, not being able to communicate meant he had no choice but to fly to Moscow and hope for the best! I therefore require that at least in this final part of his journey back to Italy you will avoid him having to miss work to go and find his luggage in Moscow and then have to re-check it in (if he finds it).
He also expects to receive compensation, as he had to buy clothes for the three days of business meetings, he had to hold a conference without any sleep and travelling for about 30 hours and in clothes bought in 30minutes, He had to buy a new flight to Cherliabinsk, He had to pay a four hour Taxi drive. The stress and as a result the quality of the press conference, presentation and master class all to be calculated.

We have contacted Aeroflot 10 times in the last 3 days, but have not resolved, KLM customer service tells us all they can do is advise to contact Aeroflot !

We Paid KLM not Aeroflot, KLM must be responsible, so as your customer service refuses to give service, if we do not receive any reply we will be forced to take the only alternative left: Legal Action after being very rudely treated by your staff.
Old Dec 20, 2008, 12:14 AM
countrynewsman countrynewsman is offline
Join Date: Dec 2007
Location: Killeen, Texas
Posts: 258

DAMN! Maybe I should cancel my trip on Aeroflot from Austin to Tucson!
Old Dec 20, 2008, 6:31 PM
Silent Bob Silent Bob is offline
Join Date: Sep 2007
Location: NY NY
Posts: 510

Allyy, which airline was in control of the Brussels - Amsterdam portion of the trip? If it was Aeroflot, then they are the ones you need to speak with. Even if you bought your tickets through KLM, if they weren't responsible for the inconvenience they won't compensate you with anything.

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