Hi everyone. I posted back in May that I was involuntarily downgraded from Premium Economy to Economy seating from Toronto to Amsterdam on KLM because they swapped out the plane and there was no premium economy cabin. At check in I had the option to upgrade to business and decided to do that. That made it more complicated. I have filed for compensation for the involuntary downgrade (I did it right when I got back in June) but have gotten the major runaround from KLM/Air France. Technically since it was a flight over 3,000 miles I am entitled to 75% of the cost of that leg of the journey. I would be happy with any fair compensation for the original extra cost I paid for premium economy. But…they gave me a $175 voucher good for one year. That’s way low and worthless to me. And they keep refusing to explain how they came up with that amount. Now they told me they are done communicating with me. Ouch. So I’m thinking of using a compensation company. For the money …but also out of the principle that these airlines delay and deny and won’t answer any questions in order to get rid of customers entitled to some compensation. Yes I did upgrade to business class on my own but that is a whole separate transaction and has nothing to do with the involuntary downgrade. Any ideas? Anyone use a compensation company?
Posted by
Los Angeles
1726 posts
At check in I had the option to upgrade to business and decided to do that.
What were the terms of the upgrade - how much $$$?
Posted by
OP
60 posts
I don’t think the amount I later paid is really relevant. I was downgraded to economy involuntarily. At check in online there was an offer to upgrade to business for a fee which I decided to do. It was likely offered to all people checking in at that time. But if I had my original premium economy seat I wouldn’t have chosen to upgrade. That was an entirely separate transaction. The issue is that when I booked my flights I paid more for premium economy rather than economy. That’s why I should get some compensation for the downgrade. I am not looking for them to pay for my business upgrade. Since KLM is trying not to pay anything pretty much, which from what I have read online is their typical avoidance behavior, I’m thinking of using a company that helps get compensation. I’m wondering if anyone has had to use one of these.
Posted by
Used to be Steilacoom, now it’s Las Vegas
2463 posts
This doesn’t address the question of companies that do this, but have you posted this question on the FlyerTalk KLM forum? I only follow the British Airways forum but the regular posters there have outlined a process for escalating that doesn’t involve using a compensation company. Best of luck to you.
Posted by
OP
60 posts
Patty, I will try that, thank you for the idea!
Posted by
Chicago
1006 posts
Google "EC261 assistance" and companies will come up. When they say they can check
your status, they usually are referring to the schedule of the flight, not the circumstances
of the downgrade situation you experienced.
I do have two comments on the summary you wrote:
1) you generally have the option to get cash (in some amount), or a voucher (which is usually
offered first, and for more than the cash amount, which is understandable since the airline
is offering something that may or may not be used and costs them nothing at the start). If
you didn't get that option, they may be at fault for not offering it.
2) the formula for calculating a fare difference is usually biased in favor of the airline; e.g.,
the most expensive fare for the class they bumped you to vs the lower fare for the class
you originally purchased. If you upgraded to Premium Economy after buying the economy
ticket, that may complicate things even further.
You are normally at no risk to explore options with these companies; they take a cut of anything
they get back from the airline on your behalf. I would say that given the situation you've
described, you should definitely reach out to one of the companies, such as Airhelp.
I would try to write a brief but descriptive summary of what happened and what you personally
did, as details may be helpful to the third party trying to work on your behalf.
Posted by
Freedonia
17853 posts
A few problems....while you were downgraded, you voluntarily upgraded to business class. So, you changed the original ticket. You were not forced to sit in economy when you paid for premium. The airline will claim that the money you spent for the premium economy seat went towards the cost of the business class seat. Had you stayed in economy, you would have probably gotten the compensation.
If they moved you to business class, not you accepting an offer to move, they couldn't have charged you more.
Did you file an official EC261 compensation form with the airline or did you do it via email or talking to an agent? You need to file an official form.
The $175 voucher is really just a gesture of goodwill. Technically, they didn't have to give you anything.
I have twice claimed compensation for flights. Both times I was made an offer of a voucher and I told the airlines I wanted to the full amount in cash. (Either charged back to my credit card or deposited into a banking account.) No problems and the transaction was completed in less than a week.
A private company will probably tell you that you accepted the offer and there is nothing they can do. You can make a complaint to the EU (https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm#upgradeAndDowngrade) but you may get the same result.
In the future, should this happen, contact the airline when you find out you have been downgraded. You can ask to be rebooked to a flight that has the seat class you booked. Or even ask to be bumped up to business at no extra charge. They don't have too do it but it never hurts to ask.
There are numerous companies that will try to get you compensation but in your case you may be out of luck. I've never used one but if you good "EC261 Rights" a bunch of links will come up. It doesn't cost anything to ask them questions.