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KLM Delayed Luggage

Old 30th Sep 2009, 05:45
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Join Date: Mar 2007
Location: Aberdeenshire
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KLM Delayed Luggage

We flew from Aberdeen to Amsterdam, then Amsterdam to Munich on Saturday for a weeks holiday in Ruhpolding Bavaria. We arrived in Munich at 13.45 on Saturday 26th September.

On entering the baggage collection area I heard an announcement calling for 2 pax, one which was us. Went to the KLM baggage desk and we were advised that both mine and hubby's cases are still in AMS and would be on the next flight which would be around 5pm. We were given the necessary property report and advised we could spend 100e each for emergency items. We were also advised they were hopeful our bags would be delivered to our holiday apartment we were staying, Sat evening or Sunday morning at the lastest.

We arrived in Ruhpolding early evening. No baggage arrived, so Sunday morning we waited around. We were also advised we could check the status on line which was just showing "luggage being traced". We were quite alarmed at this so phoned the helpline (phone batteries and laptop batteries getting very low now as chargers in luggage) We were now being told that "our luggage had been traced" Erm I thought it was traced yesterday! Anyway we were now advised it would be on the 7pm flight (couldn't find a 7pm flight myself but nevermind). I explained I had the bulk of some medication in my luggage which I needed that night so the female I spoke to said she would pass on the urgency. She said she would try and get our luggage to us Sun night but it would probably me Monday. We hung around again on Monday waiting, then we got a SMS saying "luggage had been traced and would be delivered by DPD (Deutsche Post) on Tuesday 29th September.

So, Ruhpolding is 1 hour 20 mins from Munich and apparantly our bags were in Munich Monday lunch but we couldn't have them until Tuesday?

We are here on a walking holiday and we have nothing but the clothes we travelled in. All the shops were closed on Sunday so couldn't buy anything. They provided us with 2 wash bags but unbelievable they didn't have any soap or shampoo.

Our bags arrived at 11.30 yesterday (Tuesday) so yet again another day waiting round and another day of our holiday wasted, We have now lost 2.5 days of our weeks holiday due to this.

The laugh of it is the property report where you can track and trace offers any questions can be answered by email so on Sunday morning I sent an email asking someone to contact us urgently re our baggage. I got a reply some 12 hours later telling me KLM Nederlands cannot help me!!! The email I sent was on the contact section of the track and trace of KLM.

When we get home I am obviously going to write a strong letter of complaint and would be grateful if anyone can provide me with a senior KLM contact who I can direct my complaint.

Thank you.
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Old 30th Sep 2009, 06:50
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Join Date: Aug 2005
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Suggest your efforts would be better directed towards your claim with your travel insurer.

It's a fairly common event, I had KLM leave my luggage in AMS for a few days last year. I would never risk something like medication in my hold luggage or my laptop charger for that matter, things like that always go with me in my hand luggage!
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Old 30th Sep 2009, 06:59
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The oral medication I had with me in hand luggage, the items in the hold luggage were creme's and oils that I use for a skin complaint so I couldn't carry them through.

Yes we normally always carry the chargers in hand luggage but for some strange reason this time we put in the suitcases. Lessons learned.

Personally though how can KLM get away with treating people so shoddily?
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Old 30th Sep 2009, 07:23
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My sympathies. I too have to say that baggage often doesn't make connections at AMS, an ongoing problem since years!!! It is not entirely KLM's fault. They too are not happy with the situation - which is quite costly to them. They try their best, but are faced with hundreds of "lost" bags per day. The staff I know, I have spoken to them, are all fed up with this.

If it is prescribed medication it should not be a problem with security. Check this out for next time. I ALWAYS take my phone charger in my hand luggage. Basically, when I have to make a connection via AMS (something I try to avoid) I ensure that all things of importance travel with me in my hand luggage.
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Old 30th Sep 2009, 07:43
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Travelled LPL-AMS-SVO ON 13th with KLM. My bag did not arrive at Sheremetyevo (Moscow) along with those of several other people. I wasn't called to be told this, and the person dealing with the problem tried, but there are five separate forms to be filled in (they do not allow duplicates in Russia). I then had to go to the Red Channel to have all this confirmed. More writing and stamping by customs, and then back to the desk. The only information they could offer was "Tomorrow-day". I checked it via the internet, and it arrived 24 hours later.
I was not given a full PIR, "Because we don't issue them any more". Try telling that to your friendly insurance company!
No money, no amenity bag - nothing. Sunday afternoon in Moscow (where everything is expensive), and no shops in the vicinity of the hotel. No help whatsoever. Bear in mind I am a Platinum-for-life card holder with KLM.
The same thing happened in May when I travelled LPL-AMS-GVA, also on a Sunday.
It seems that even the basic amenity bag has suffered the beancounter's knife nowadays, and again I was not offered any cash, or reimbursement of same.
Of course, I have contacted KLM regardring this, and am awating their reply. No doubt the disinterested crowd at Sheremetyevo are taking their time replying to the query, but I'm seriously thinking of taking my business elsewhere.
In order to complain, if you go onto their website, there is a system for contacting them, and they do acknowledge and respond.

Last edited by barry lloyd; 30th Sep 2009 at 07:46. Reason: To add info re contacting
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Old 30th Sep 2009, 07:44
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Join Date: Oct 2004
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Just a small point, which probably doesn't make much difference to this case, but DPD are an independant courier company quite seperate from Deutsche Post. However, it's quite possible that DP contract out deliveries to DPD, amongst other companies.
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Old 30th Sep 2009, 08:29
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If you are flying through AMS experience has taught me you need to travel light and drag everything into the cabin with you. Getting checked bags through connections is risky and complaining just gets you a long but pompous letter.
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Old 30th Sep 2009, 14:05
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Flying Frisbee

Yes I realised today that DPD was separate from Deutsche Post.

We have travelled through AMS on numerous occasions and never had a problem until now. I guess we must be lucky then?

I used to live on the Isle of Mull where I ran a small B&B. I used to get alot of German and French guests and quite often similar story, they would arrive with no luggage. However, it was always driven up from Glasgow, up to Oban then on the ferry to Mull to their accommodation. Now that would have been costly especially with the ferry fare, so I cannot understand how it could not be arranged for it to be delivered on Monday if it was in MUC in the morning and we are only just over 1 hour from MUC.

It is also the untruths we were told as well as the website tracking being a waste of time that is very frustrating.

Last edited by c2lass; 30th Sep 2009 at 14:46.
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Old 30th Sep 2009, 14:42
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We often used had visitors coming to LUX via AMS. If their connection was anywhere around 2 hours or less, I'd say more often than not, the luggage didn't make it.
It was always delivered the next day though.
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Old 30th Sep 2009, 17:28
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If I am making a journey that involves a change of plane I will never check luggage into the hold. If I really must take more than I can comfortably carry as hand luggage then I will choose a carrier that flies direct, regardless of how much more it costs. Lost luggage is one of the most stressful starts there can possibly be to the start of a holiday.
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Old 30th Sep 2009, 17:39
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Rusland

Problem is in Aberdeen you are very limited as to where you can fly direct except Tenerife, Palma, Cyprus Norway or UK domestics so we have no option but to transfer either through LHR or AMS.

I would love to take hand luggage only but being a woman I need too much stuff!!
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Old 30th Sep 2009, 21:08
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Join Date: Aug 2009
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Originally Posted by c2lass
I would love to take hand luggage only but being a woman I need too much stuff!!
Nonsense! I did a week in Japan last year with just 7.5kg of hand luggage, almost half of which was toiletries and cosmetics jammed into a 1-litre plastic bag.
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Old 30th Sep 2009, 21:12
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Hard-earned experience has taught me that if connecting via AMS you should allow a minimum of 2 hours connection time - even then your checked-in luggage may not arrive at the same time as you at your destination - happened to me in WAS last year, took 2 days for it to catch up!
Had to literally beg for an 'amenities bag' (washbag, which bizarrely contained a "skyteam" t-shirt and very little else...)
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Old 30th Sep 2009, 21:22
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And guess what? Friday I fly KLM, connecting through AMS! Had no other choice. I have a 2 hour connection to an intercontinental destination. No chance of taking hand baggage only - too much to take. Let's see what happens. Have to say though that so far all my KLM missed bag connections (about 75% of my trips with them) were on the return part, which wasn't too much of a problem. Bags would arrive home one or two days later.
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Old 30th Sep 2009, 21:40
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I've travelled to / from AMS many times and never suffered a lost or delayed bag. But on the first occasion I transferred there, en route from Edinburgh to Geneva on a ski trip, my bag including all my ski clothes was delayed. True to their word KLM delivered my bag in a taxi to Verbier at 1130pm the same evening but ever since then and having read so many bad experiences about AMS I vowed not to trust the baggage transfer system there again.

So when I flew to Tanzania via Amsterdam this summer I asked the checkin agent at Edinburgh to only check our bags to AMS. We went through passport control, picked our bags up and checked them in again for the leg to Kilimanjaro. A bit more hassle, but it was worth it for the peace of mind. Obviously it wouldn't work if you have a short transfer in AMS, but otherwise it's worth considering...

13Alpha
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Old 3rd Oct 2009, 11:50
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Well, despite a small delay shortening the connection time at AMS, my bag made it all the way through. Then again, it always has westbound. It's on the way back I often have the problem.
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Old 3rd Oct 2009, 17:25
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I've heard so many horror stories about bags at AMS, especially where KLM is involved, that I won't fly them. The other horror place for baggage transfer is CDG, A transfer from Air France to BA with 5 hours to spare didn't see my bag join me.....BA from CDG to BA at LHR is usually OK. But KLM and Air France are associated, aren't they?
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Old 3rd Oct 2009, 21:07
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That's true radeng, when I flew BA EDI to CDG and transferred to an Air France flight to Buenos Aires the girl at the check-in desk in Edinburgh advised me to pick my bag up in Paris rather than check it through.

Her manner suggested that Paris was well-known in her company as a lost luggage blackspot.

13Alpha
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Old 3rd Oct 2009, 22:29
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Well back home tonight and both bags made it back.
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Old 4th Oct 2009, 11:46
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Join Date: Jul 2006
Location: Sydney, Australia
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I dont think any of the major hubs are any better or worse then the others, working on cruise ships before it was very common to see baggage arriving late with all airlines.
Once had a bag dissapear for three weeks with Delta...
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