Christopher Elliott has the story of how a couple traveling from Florida to Tanzania were downgraded from business class to economy while on some very expensive business class tickets (thanks to Dennis for flagging this). Perhaps the most interesting aspect of this story is who these people were…
Couple downgraded from KLM business class on long haul flight
Fran and John Edwardson recently took a trip to go on safari in Tanzania, which was described as “the trip of a lifetime.” The couple decided to book business class flights from Miami to Tanzania, and the roundtrip tickets cost a total of $21,322 for the couple (so around $10,661 per person).
The couple checked in online the night before and got their boarding passes for business class, as expected. However, the next morning they received an email from KLM, informing them that they had been downgraded due to an aircraft swap, and would be in economy on the Miami to Amsterdam flight. As the wife explained:
“Business class on the outbound flights was the most important aspect of our itinerary, so we could have lie-flat beds, get some sleep, and begin our vacation refreshed.”
They had no luck getting a resolution at the airport. After all, there’s only so much that airport agents can do, especially when there just aren’t enough business class seats (I am curious if the company’s correct downgrade procedures were followed, or if they were simply downgraded because “their” business class seat assignments no longer existed). The couple ended up flying the first segment in economy, in seats 35A and 35B.
When the couple returned from their trip, they filed a complaint with the airline regarding the downgrade. KLM offered the couple two travel vouchers worth $924. They protested, citing European consumer protection laws, but KLM wouldn’t do anything. They were told that if they wanted cash compensation, they’d have to reach out to their travel agent.
This is inaccurate and inadequate. Under European regulations, you’re due a 75% refund of your ticket when downgraded, calculated for the portion of the trip where your class of service was changed. And even under US regulations, you’re due the fare difference (in cash) between the cabin you booked and the cabin you flew.
After the consumer advocates stepped in, the Edwardsons got a fair resolution:
“I wanted you to know that we’re receiving a refund of $4,051 from KLM. While it’s less than what we’d hoped for, it’s in line with the EU regs requiring a 75 percent refund if we look at this segment as one-quarter of our itinerary. We are extraordinarily grateful for your help. You perform an important consumer service.”
So while I wouldn’t by any stretch of the imagination call that a generous outcome, that does seem like it at least complies with the law.
These were two former United Airlines executives
Here’s what I’d consider to be the most interesting part of this story. The couple involved here wasn’t just your average retired couple. In fact, they had both held senior positions in the airline industry.
In the late 1990s, John Edwardson was United Airlines’ President and Chief Operating Officer. Meanwhile Fran Edwardson served as United Airlines’ Senior Vice President and General Counsel.
Consumers will often say that they wish that airline executives would experience economy on long haul flights, to see what the average consumers deals with. I guess in this case that wish came true, except on a different airline, and for people who have been retired from the industry for decades.
Bottom line
Two former United Airlines executives were traveling to Tanzania for a safari, and booked $10K+ business class tickets on KLM. They ended up being downgraded on the first segment due to an aircraft swap, which is understandably frustrating.
What’s disappointing is that when they reached out to the airline, they were offered travel vouchers for an inadequate amount, rather than a larger cash refund in line with what regulations dictate. Fortunately in the end they were able to get a refund equivalent to 75% of the fare for that first segment of the itinerary.
What do you make of this incident?
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