A passenger bought a return trip on Business Class with Air France from Oslo via Paris to Shanghai, departing on 6 August 2020. The trip cost a total of almost NOK 60,000. On the Paris-Shanghai route, her seat could not be adjusted backwards and she believes she therefore did not get access to the service she had paid for.
Gave travel check as a gesture
Neither the staff on the plane nor a repairman who came on board during a stopover in Seoul managed to get the stubborn plane seat in order. KLM offered the airline passenger a travel check for NOK 2,030 for tort and arson for the damaged airline seat. The company pointed out that with the exception of the seat which could not be folded back, the passenger could bring more luggage, get priority service, access to the lounge, as well as special meals.
– As a gesture, they have given the complainant a voucher as a result of this incident, and can not accept the complainant’s claim for further compensation, KLM writes in the complaint.
The passenger from KLM did not find herself in that gesture. She complained to the Transport Complaints Board about the airline. Complainant demanded cash compensation of 10,000 kroner and did not want the voucher that was offered from KLM, as she has not been able to travel due to covid-19 anyway.
The Transport Appeals Board completely agrees with the passenger
The Transport Complaints Board writes in its decision that as the board sees it was the possibility to close the seat part of the agreement complaints were entered into with KLM when she bought a business class ticket on the long-haul flight. They conclude that the airline has delivered a defective service that it has not been able to rectify.
– The price reduction shall constitute the difference with and without defect, and must in this case be determined at discretion, it is stated in the decision.
The tribunal completely agrees with the airline passenger and believes that the price reduction in this case should be set at NOK 10,000 at discretion, and that the voucher be deleted. The tribunal recommends that this amount be paid by KLM to the air passenger.
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