Hello, Im just wondering if anyone could offer some advice. I flew with KLM with my wife and 2 children aged 1 and 3 in may to Brazil. On the plane, they said due to a computer problem almost all the bags were not on the plane. We got there, and we were without 4 cases and a child seat. We weren't sure what to do as KLM were pretty useless and didn't know when we would get our bags. We contacted our insurer and they said we had an small allowance for delayed bags, so we managed to buy some things for the 1st day for all of us.
It took another 5 days for KLM to send our cases to the airport nearest to us (we had to go and collect them, they wouldn't send them to where we were staying, which was a 120 mile round trip). We told KLM that about our insurer, and they said it was fine, just keep any receipts of additional things we needed to buy and we would be refunded within 7 days of our return.
So, it is nearly a month after our return. Our insurer has settled our claim, but KLM are an absolue knightmare to get any compensation out of. They initially closed out claim because we involved another insurer, even though we rang and told them what we were doing and they said it was fine. They have seen our claim with the insurer, and we have sent them all correspondance. The claims are totally separate and obviously we are not claiming twice for the same things (which they must know as they can see all the details with our insurer)
They take for ever to reply to messages, don't read them properly and just shut the claim at any opportunity. The call centre is in france, which is fine but I am sick and tired of explaining the case over and over again.
Does anyone have any advice? There doesnt seem to be any ombudsman for airlines. Does anyone know the address to a mananger here in the UK or something that would help?
If it wasn't enough to pretty much ruin our family holiday, they are also doing their best to cause me finacial difficulties through no fault of my own, and I find their they just don't really care once they have had thier money. Its an absolute battle to get anywhere with them.
Thanks for reading and any advice