Finale: Delta/KLM and the broken stroller

At the beginning of January I reported my experience traveling across the ocean with an infant alone and arriving in Amsterdam to a destroyed stroller (see: Delta/KLM and the broken stroller). At that point the customer experience with Delta/KLM was pretty good as they responded quickly to my official online claim and agreed to pay to repair the stroller or for a new one. Now, a month and a half later I can officially say that that this issue has successfully concluded, but, not without a little snafu of course.  We immediately went to the store where we had originally purchased the UppaBaby and were told that the damage was not repairable. We left our information as the distributor had to get back in touch to give the store an official cost estimate. Five days later when I still hadn’t heard anything back, I called the store and was told that the distributor was out of the office for a few days (or did they forget?). In any case, a few hours after the call I received by email the pro forma invoice totally the damage at 601€. I immediately forwarded everything to Delta/KLM, and a few days later received a pleasant email apologizing again for the damage and saying that I would be receiving 499€ in my bank account in a couple weeks. What a minute… I would have to pay the 100€ difference?! KLM email To this email I responded that this was not acceptable and again attached all documents as justification. Since Delta/KLM had been so efficient in responding to my online messages previously I was expecting a rapid response. However, two weeks later I had still not heard back and finally was forced to pick up the phone. Why hadn’t I just picked up the phone in the first place? Well, as the customer service game sometimes goes here in Spain, the number to call was not toll-free. And I was unable to find a free alternative number (See When It Doesn’t Pay to Call Customer Service). I was pretty adamant about not paying to call their customer service, but at the end of the day I had no choice as they were not responding. Fortunately, when I finally called, the customer service rep was extremely nice, apologized again, and within 5 minutes had reviewed my record, confirmed there was an error and immediately issued the processing of the remaining 100€ to my account. Phew. Final KL email Overall, there was a bit of a disconnect between the information sent to Delta/KLM and the final result, as well as the last email that didn’t receive a response…. however, in the end, I have to say that I’m pretty happy that the airline is taking responsibility and paying. Maybe they’ll be more careful in the future since, for them, they basically just paid back my plane ticket. Note: if something like this ever happens it’s very important to file the claim directly at the airline incident desk in the airport when it happens.

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