Bad service KLM

Mr. R.S. wrote about his KLM experience

I was a passenger from Cardiff to Jakarta on 23rd
June 2008. The flight from Amsterdam KL 0809 was delayed due to a failed
engine start and was re scheduled for the following day at 13.00 hrs.
consequently I re scheduled my Semerang connection accordingly. KL 809 D
failed to leave the gate as scheduled and required to be fitted with an
oxygen cylinder. After this initial delay, while taxiing to the runway
the aircraft was spilling liquid from the fuselage. further attempts to
repair were made. The flight eventually took off several hours late,
again frustrating the schedule of my Jakarta connections which required
re scheduling a second time.. Upon arrival in KL ongoing Jakarta
passengers were diverted to a Malaysian airways flight to Jakarta at
terminal G08. Eventually arriving in Jakarta late afternoon of the 25th
June. As a consequence of this 24 hour delay, meetings scheduled for the
Wednesday were fruitless and collegues arriving from Japan had to extend
their stay in Jepara Semerang central Java.
The whole episode has coused me considerable inconvenience and is
a sad and dangerous reflection on the inspection, maintenance, attention
to detail and preparedness of KLM long haul aircraf. I hope that KLM
feel responsible for the inconvenience caused to both me personally and
my company and under the circumstances I look forward to your reply,
explanation and offer of compensation.
Regards R. S.

Maybe Mr. R.S. should use the Claim Calculator: Problems with your flight? Claim compensation of up to £430 per passenger!

Mr. R.S. recieved this respons from KLM:

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We refer to your letter 27 june 2008 and regret to hear of the inconvenience that were caused as a result of the flight being delayed on 23 june 2008, aboard KL 809 from Amsterdam to Jakarta.

We are extremely sorry many inconveniences on this trip occurred. Flight irregulations like flight delays, cancellations and flight misconnections are always frustrating, but unfortunately sometimes an inevitable part of air travel. Please allow in this letter to offer you a formal and profound apology on behalf ok KLM’s management.

We wish to advise you, that the circumstances of the delay were a result of technical reasons and for these reasons, KLM can not be held responsible, as this was beyond the control of the airlines.

In our continuing efforts to provide an on-time service, we carefully review every flight irregulanity with an eye toward prevention.
Although no airline can romise that air travel will be completely free of disruptions, we are determined to do our utmost to provide the most efficient service possible, with the safety of our passengers and crew members our number one priority.

KLM has clear policies in place to handle those incidents within the General Conditions of Carriage and EU regulations framework.

Regulation EC261/2004 states that due to extraordinary circumstances like these, the airline must re-route the passenger according to the destination in the ticket, provide hotel accommodation, including dinner, breakfast and transport if applicable.

Shall the above assistance was not offered to you during the course of the delay, we invite you to forward us original receipts of the expenses to:

Summitmas II, 17th Floor

Jl. Jend. Sudirman Kav. 61-62

Jakarta 12190

In case you are not able to provide us with the original receipts, we can unfortunately not compensate you for the amount you claim.

KLM Royal Dutch Airlines

AIR FRANCE KLM