The consumer thread

[stonemaybe]

You know that emoticon where you're bashing your head against a brick wall? Imagine some ten inch nails sticking out of that wall, and you come close to realising how I've felt recently, dealing with KLM airlines.

After being delayed by the Icelandic volcano ash cloud, I've got a claim pending to my travel insurance company for about £1500. But I can't submit my claim until KLM refund me for the unused portion of my flight (maybe £50). KLM are supposed to deal with refunds within 7 days. So far, I've been waiting approximately nine weeks!

Their refund department does not have a phone number. you have to email them. to which you get an automated response within a day, then a proper reply about three weeks later. But the 'proper' reply does not come from anyone who you've been in contact with before.

KLM are a joke. Please, never EVER use them!

My watch strap broke at the weekend. My last three watches have been by a Danish company called 'Skagen'. I like their watches - they're simple, lightweight, but really good quality.

The downside is that their straps (and the attachments between watch and strap) are..weird! When the strap breaks, you can't just get it fixed, you have to send the watch back to their service department.

So I contacted them on monday, and got a quote for £30 to replace the strap. Posted off my watch. I got a reply from them today, saying uh-oh, unfortunately they were unable to fix my watch. My heart sank. But then I read on. They said, go to their website, pick out any three watches that i fancy and phone them. tell them the three watches, in order of preference, and they will send me one of them for the price that they quoted for fixing my old watch (even though it was long past its two year warranty).

How good is that?

If you're looking for a new watch, check out www.skagen.com!

[Avatar]

Good deal. Service really makes all the difference.

--A

[lorin]

I had the same problem with Panama Airlines. They also gave me a problem because I was not a Panamanian citizen so they were not required to be held to Panamanian standards with a US citizen...blah,blah,blah. Eventually I wrote to the CEO at corporate and within two weeks I had a refund.

Here is the consumer number for KLM and the CEO address. Good luck!


Telephone number: + 31 (0)20 5459780 For Dutch citizens only

KLM Headquarters
KLM Royal Dutch Airlines
P.O. Box 7700
1117 ZL Schiphol
The Netherlands
Peter F. Hartman, C.E.O.

[aliantha]

Yeah, I would escalate your KLM mess, Stone. I'm sure they're busy with processing refunds because the volcano affected so many people, but really, nine weeks?