Flight delays can be stressful, especially when you have places to be or a connecting flight to catch. Considering that KLM Royal Dutch Airlines cancelled about 3 percent of its flights in 2023 (and 10 percent of its December schedule), you might feel anxious when booking your next flight with KLM.
The good news is that you don’t have to accept this situation as it is. If KLM puts you through significant flight delays, you can file a compensation claim. In this article, you will learn more about the criteria you must meet and the steps necessary to become eligible.
01When Are You Entitled to Compensation from KLM?
Since KLM is an airline operating under the jurisdiction of the European Union, passengers are usually under the protection of EC 261. Thanks to this flight disruption regulation, you can claim compensation for significant issues that were not your fault.
Below are the circumstances that usually make you eligible for compensation.
Flight Delay
If a KLM flight is delayed, you may be entitled to compensation in different amounts, depending on the circumstances. If the flight is delayed by more than 2 hours, you may not necessarily receive financial compensation, but you are entitled to assistance (food, drinks, communication, and accommodation if needed).
A flight that reaches your final destination 3 hours or more late makes you eligible for compensation, unless the delay was caused by extraordinary circumstances. This is different from a refund or meal voucher, as this serves as compensation for the inconvenience. Depending on the distance of the flight, the airline may pay compensation of up to 600 EUR.
Flight Cancellation
In the event of a KLM flight cancellation, the airline is required to notify you at least 2 weeks before your scheduled departure. Failure to do so entitles you to get flight cancellation compensation if they don’t offer a suitable alternative for the flight.
If the cancellation occurred at the last minute (less than 7 days before departure), you are entitled to compensation unless they offer an alternative flight that leaves no more than 1 hour earlier and gets you to your destination less than 2 hours late. You can also choose a refund for the ticket you did not use, plus a free flight back to your departure point if necessary.
Denied Boarding
In case of an overbooked flight, KLM may deny your boarding despite holding a valid ticket. This often happens when KLM miscalculates the number of people who arrive at the airport. While they are legally allowed to sell more tickets than there are seats, they are required to pay compensation to passengers who are denied boarding against their will.
When overbooking happens, KLM is responsible for finding a suitable flight that gets you to your destination within the original timeframe. If you are denied boarding against your will, you are entitled to compensation straight away, plus the choice between a refund and an alternative flight (the compensation can be halved if the alternative flight gets you there within two to four hours of the original arrival time, depending on the distance).
02What Other Refund and Compensation Rights Do You Have?
In the event of a delay or a cancellation, most air passengers have the right to compensation should the inconvenience last longer than 3 hours. Having said that, you have other rights aside from compensation, which can include the following:
Right to Refund
If a flight has been cancelled or delayed for longer than 5 hours, you have the right to a refund for your ticket. You may get a full refund for it if you didn’t get to leave your destination point yet, or you may get a partial one (i.e., for the unused part of your ticket, a connecting flight). In the latter case, you should be able to get a free flight back to your departure point if you no longer want to continue your trip.
Right to Rebooking
If you still want to make the trip, KLM should be willing to rebook you for a similar flight free of charge. Whether you want it to be on the next flight out or on a different day is up to you. For instance, if flying on the same day no longer suits your purposes, you can ask for a new flight on another day. Be careful not to accept travel vouchers, as this might complicate your case in the future if you want to file for compensation.
Right to Downgrading or Upgrading
If you are bumped to a lower class than what you originally booked (e.g., from Business to Economy), you are entitled to a partial refund for your ticket. Similarly, if you are offered an upgrade due to seat unavailability, it is done at KLM’s discretion, and you shouldn’t pay extra for it.
Right to Care
When a delay exceeds two hours for short-haul flights, three for mid-haul, and four for long-haul flights, then the right to care, according to EC 261, kicks in. At this point, they should cover your meals and beverages, along with two communication means, free of charge. If necessary, accommodation and transportation should also be provided.
03Are There Exceptions for KLM Airline Flight Compensation?
When the flight disruption is caused by something in KLM’s control, you can get compensation from the airline for your troubles. However, if a flight delay and cancellation are out of their control, then the airline is not legally required to pay you back. This could include the following circumstances:
- A natural disaster such as volcanic eruptions or earthquakes that make departure or landing dangerous;
- Severe weather conditions, such as fog, heavy snowfall, and thunderstorms, which prevent safe traveling;
- Security concerns such as bomb threats or terrorist attacks;
- External staff issues like airport staff strikes, air traffic control strikes, or airport closures;
- Political instability at the departure or arrival point that potentially poses a safety risk to passengers;
- Bird strikes that could cause damage to the aircraft.
Keep in mind that not every circumstance may be as “extraordinary” as it seems, as KLM may want to get out of paying regardless. You may want to play it safe and use the StopDelay compensation calculator, to determine whether or not you are in the right.
Remember that extreme circumstances do not spare KLM from having to pay your right to care. They should still care for your nourishment or accommodation when necessary and, depending on the circumstances, they should agree to a refund.
04How Much Can You Get In KLM Flight Delay Compensation
The compensation you can get is in no way related to the price of your ticket. For that, under the right circumstances, you may be able to get a refund. Compensation, on the other hand, aims to cover the inconvenience that you went through: the lost time, the stress, and other issues that the delayed KLM flight caused.
Depending on the circumstances, you may be able to get the following amounts if the delay is longer than 3 hours:
| Flight Type | Distance Covered | Compensation Amount |
| Short-Haul | 1,500 km or Less | 250 EUR |
| Mid-Haul | 1,500-3,500 km | 400 EUR |
| Long-Haul | 3,500 km or more | 600 EUR |
Moreover, if the delay lasts longer than 5 hours, you can request a refund for your ticket. You can also ask for a refund in case of a canceled flight. This is quite common when the flight timeline no longer suits your purposes.
05Documents Required for KLM Compensation Claim
For the KLM claiming compensation process to be as straightforward as possible, you must have all your documents in order. Below is what you’ll need to put together for your claim to go without a hitch.
Booking Confirmation
The booking confirmation is an essential document that proves you bought a ticket and were supposed to get on that specific flight with KLM. Most of the time, you should be able to find that in your email, as KLM automatically sends it when you make a purchase. There, you should find the booking reference number and flight number, which we will need to file the claim.
Proof of Identity
Compensation is only given to the ticket owner, so you have to prove that you’re the one who was supposed to be on that flight. You can use your residence or ID card, but if you have a passport, it’s best to go with that. You’ll need proof of ID when passing through security at the airport, so keep it close.
Boarding Pass
Boarding passes are offered at check-in and are usually the ultimate proof that you intend to board your flight. A letter or email from KLM acknowledging fault could help as well, but it’s best to offer the boarding pass to strengthen the claim. You may want to hang onto that document even if they reschedule you; otherwise, it might be difficult to prove that you suffered from the incident.
Creditable Expenses
If the delay caused you to pay for additional expenses, you might want to hang onto the receipts. These could be expenses at the airport due to the delay (meals, accommodation) or events you were not able to attend (a missed tour or flight). Try to hang onto the original receipt, even if you pay through digital means (e.g., POS).
06The KLM Claiming Compensation Process
Claiming compensation for a delayed flight or cancellation by KLM is quite straightforward, so long as you start the process with StopDelay. Airlines often try their best not to give you what you’re due, so using a flight claim company ensures you don’t fall into that loophole. Below are the steps that you will have to go through:
Hang Onto Your Seat
For a flight cancelled, delayed, or denied, KLM is responsible for covering potential inconveniences to which you did not agree. If you willingly give up your seat and ticket in exchange for travel vouchers, you might get a refund from KLM, but you’ll be giving away your rights to compensation.
Gather Your Travel Documents
Next, you need to put all the documents concerning your flight together. This includes your flight details and other documents, such as your ID and passport. The more relevant paperwork you can present for your case, the smoother your claiming process should be.
Get Proof of the Incident
For the most part, delays and other incidents are recorded by the airline, and StopDelay should be able to access that information. However, if the airline fails to update accordingly, you should have your own proof available. Take pictures of the board when you have a flight departing or arriving with a delay. If you took part in conversations with the airline, take screenshots or get a written report from them.
File Your Compensation Claim
With everything now in order, file your complaint. Fill in the complaint form, or have StopDelay do it for you. Add your departure and arrival point, and specify that your complaint is due to a delay. From that point, KLM has 30 days to respond, whether or not they accept your claim.
Wait for Compensation
Processing time may vary from season to season, especially as flight delay complaints have been rising (complaints to the US Department of Transportation, for example, rose by more than 12 percent in 2023). If accepted, the compensation amount should be between 250 and 600 EUR, which you should receive within 15 days of the confirmation.
07Get Your KLM Compensation Today!
A KLM flight delay or cancellation should not remain unaddressed. Should this happen, you have the right to claim compensation. Get StopDelay to help you!
