Mijn Klacht:

Ik had een claim ingediend wegens het feit dat wij op Schiphol op 23-5-22 2 uur en 45 minuten vertraging IN het vliegtuig hadden waardoor wij in Nairobi onze aansluitende vlucht gemist hebben (1 en mijn 4 medereizigers).
Ik heb een claim ingediend (C-5177539) met de vraag om compensatie omdat wij onze aanvullende vlucht gemist hebben, op het vliegveld Nairobi op stoelen hebben moeten slapen en onze nieuwe vlucht pas om 6.30 uur de volgende dag vertrok, waardoor wij een groot deel van onze 1e vakantiedag gemist hebben. Het antwoord van KLM is als volgt:
Dear Mrs Corbeth
Thank you for your communication, from which I truly regret to learn of the difficulties you encountered on this trip.
Delay of less than 3 hours
The Court of Justice of the European Union decided that a passenger could be entitled to compensation when arriving at their final destination with a delay of more than 3 hours.
In this case, the delay upon arrival in the city with the airline was 02:08 minutes due to as mandatory security airport authority lack of staff and therefore this does not fall under the ruling.
We have thoroughly reviewed this claim and have taken into account all aspects of this specific disruption. As a result, we must respectfully decline your request for compensation.

You have my assurance that the situation you have experienced was exceptional. As a result of this communication, I certainly hope that you will feel able to choose us again in the future.
Best regards,
Rohit
Air France KLM Customer Care Assistant

Dit is mijn antwoord op het teleurstellende antwoord van Rohit:

Hello Rohitk

I am very dissappointed about below stated as we suffered because of the delay happening on Schiphol airport.
We had to wait almost 2 hours and 45 minutes before finally our planed left the airport (to crowded European airspace, that waiting for 2 missing passengers, than they didn’t show up and their Luggage had to be taken from already loaded airplane).
Maybe for this flight from Amsterdam to Nairobi we didn’t face the maximum of 3 hours delay, but due to the almost 2 hours 45 minutes delay we arrived much to late at Nairoby airport resulting in the fact that our next plane from Nairoby to Mombassa already left more that an hour ago, so we missed it – we had to sleep at the airport in some chairs as we were re-booked to the fligt of 6.30 hours the next morning. When we finally arrived at Mombasa airport, no one there to pick us up and we had to arrange and pay for a taxi to our resort Leopard Beach. We arrived there around 14.00 hours in the afternoon, really tired: so we MISSED our first holiday day at the resort.

You mention “You have my assurance that the situation you have experienced was exceptional”, but you know very well that our situation/my situation wasn’t/isn’t an exception – it happens every day to very much people.

I think I am entitled to a compensation (as are my other 4 travel companions) as we had a really terrible journey to Mombasa and we missed our first holiday there due to the fact that the delay at Amsterdam airport caused so much delay that we/I missed our next flight with all the above mentioned unpleasant consequences.

I really expect you to reconsider and we (me and my 4 travel companions) have a right for compensation.

This is really a very disappointing way from KLM / AIR France to react on what happened. Really not caring for their travellers.

Monique Corbeth (de Vogel)
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Ik vind het onacceptabel dat mijn klacht afgewezen wordt, door de enorme vertraging IN het vliegtuig op Schiphol hebben wij de aansluitende vlucht gemist met alle gevolgen van dien.

Ik wil heel graag compensatie hiervoor, en ik wil dit ook graag voor mijn 4 medereizigers.

Onze boekingscode is: OQFXHN, vlucht KL565 op 23-5-22 van Amsterdam naar Nairobi, onze aansluitende vlucht had moeten zijn KL4146 van Nairobi naar Mombasa. We zijn echter met KQ600 op 24-5-22 om 6.30 uur van Nairobi naar Mombasa gevlogen.

Gewenste Oplossing:

Ik wil graag compensatie voor mij en mijn 4 medereizigers voor het feit dat we onze aanvullende vlucht gemist hebben door de 2 uur en 45 minuten vertraging IN het vliegtuig op Schiphol. Hierdoor moesten we op stoelen slapen op het vliegveld van Nairobi waar we pas de volgende dag om 6.30 uur met vlucht KQ600 van Nairobi naar Mombasa konden vliegen.