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22 Aug 2023 21:18 – Updated 22 Aug. 2023 21:18
The flight from Washington to Amsterdam was not quite what the Norwegian had hoped for.
The flight did not go as planned for a Norwegian man who traveled with KLM from Washington to Bergen, via Amsterdam. The man had booked business class and thus paid extra to have a lie-flat seat on the flight across the Atlantic.
The problem for the Norwegian was that the seat was broken and could not function as a bed. He ended up having to spend the entire flight in a sitting position. The Norwegian reacted to this, and he demanded compensation from KLM, writes flysmart24.
Paid with 50,000 bonus points
The airline offered the Norwegian a gift card of 200 euros as compensation. The gift card can only be used by booking a new flight ticket with the company.
KLM says that gift vouchers are a standard offer offered to dissatisfied passengers. The Norwegian thought this was not good enough, and wanted NOK 10,000 back. This was rejected by KLM and the case thus ended up in the aviation complaints board.
The man had paid for the trip with 50,000 bonus points, and a smaller cash sum in dollars, according to flysmart24.
In its response to the flight complaints board, KLM has apologized for the incident, and acknowledged that the Norwegian’s seat did not work as it should.
Disregards KLM’s offer
The Norwegian gets support in the flight complaints board.
– Complainant has therefore received a deficient performance. It was not possible to correct the deficiency, the tribunal states, writes flysmart24.
The Airline Complaints Board points out that the Norwegian paid for large parts of the journey with bonus points. Thus, they believe that it is reasonable to compensate with bonus points. The tribunal has estimated the compensation at 10,000 bonus points, and has moved away from KLM’s offer of gift vouchers.
2023-08-22 19:18:41
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