You have a right to a new flight if KLM cancels your flight.
We’ve all been there. You’re at the airport, thrilled about your journey, and then, you hear the dreaded announcement — your KLM flight has been cancelled. The situation that follows often brings with it confusion and irritation, especially when the airline doesn’t provide other travel choices.
Or if the message or offer isn’t specific.
But don’t worry. In this guide, we’ll walk you through the steps you can take if you find yourself in such a situation.
What Are Your Rights With KLM?
First and foremost, it’s important to know your rights as a traveller.
In Europe, there is a regulation known as EU261/2004. This law protects travellers who experience flight cancellations, delays, or denied boardings. If your flight is cancelled, KLM must legally give you another flight to your destination or a full refund.
But what if they don’t do either?
This is when you need to take control.
What to Do When KLM Cancels a Flight? Step by Step
Here’s a step-by-step guide on what to do when a flight is cancelled.
Document Everything (Step 1)
When faced with a cancellation, it’s crucial to keep a record of all details.
This will assist you later when seeking compensation.
Hold onto your boarding pass, and any emails or text messages about the flight, and take screenshots of the cancellation notice. All this will act as proof if you need to file a claim.
Request Alternative Travel Options (Step 2)
Go directly to the KLM customer service desk right away.
Kindly but insistently tell them to book you on the next available flight, even if it’s with another airline. They must make sure you reach your destination as soon as possible.
Remember that you also have a right to care while you wait for that flight at the airport. Airlines have a responsibility to take care of passengers, which includes offering meals, drinks, and a place to stay (if needed) until they can get you to where you are going.
This step is very important. You must try to make KLM find a solution.
Only, if this doesn’t work, you can move on to step 3.
Indeed, in any situation, it’s simpler to “just purchase a new ticket”.
But – getting any money back from KLM afterwards may turn out to be much more difficult than negotiating a better flight at the time of the issue.
Book a New Flight Yourself (Step 3)
If nothing else works – buy a new flight on your own and then make a claim with the airline.
If you have travel insurance that covers flight cancellations and modifications, you can get your money back from the travel insurance provider. Additionally, you can obtain a refund for flight cancellation from KLM and sometimes also flight cancellation compensation (if the flight was cancelled due to KLM’s fault and it happened less than two weeks before the scheduled departure date).
Remember – save all your receipts!
Seek Compensation From KLM
Regardless of whether KLM provides an alternative flight or not, you might still be eligible for flight cancellation compensation if the flight was cancelled less than two weeks before the departure date and it was KLM’s responsibility.
Under the EU261/2004 regulation, you may be entitled to claim compensation of up to €600.
Steps to Claim Cancellation Compensation:
- Submit a complaint to KLM. Begin by filing a formal complaint with KLM’s customer service team. Clearly outline your flight details and describe what occurred. Include all important documents, such as your boarding pass and a copy of your passport or ID.
- Consider working with a flight compensation company. If KLM doesn’t respond or reject your claim without a valid reason, think about using a flight compensation service. These agencies are experts in managing such cases and can improve your chances of success. Complete our form, and we’ll connect your claim to one of the top companies.
- Take the issue further. If the airline still refuses to provide compensation, elevate the issue to the National Enforcement Body (NEB) that oversees airline regulations in the country where the incident took place.
While a flight cancellation is a stressful situation, understanding your entitlements and the steps you need to take can help you manage it better. KLM, like all airlines, has responsibilities to its passengers. If they don’t fulfill these responsibilities, you have the right to seek assistance.
The more passengers take action, the easier and better it will be for all of us in the future – together, we can ensure that airlines start following the rules.