Amsterdam’s baggage systems broke down and KLM informed passengers that connecting passengers couldn’t check bags on Thursday, July 21.
It was unclear – and KLM was no help in clarifying – but my read of the message has been that this applies to connections within Europe (traveling from one European city to another via Amsterdam) and not to transoceanic travel.
Reader Don shares his experience this morning checking in for a trip to the U.S. via Amsterdam. A check-in agent tried to tell him no checked bags would be permitted, but he persisted and was allowed to check bags since he was flying to the U.S.:
We just checked in at [Oslo] for our KLM trip [Oslo-Amsterdam-Atlanta]… The first thing the check-in agent said as we walked up to her with our luggage was, “I’m sorry you can’t check your luggage today,” and then began to try to explain.
I immediately cut her off and said, “Yes, I read that notice on your webpage last night, but to my reading it only applies to flying from Europe to Europe via [Amsterdam], and NOT to America via [Amsterdam].”
She frowned but decided to call her supervisor who confirmed that what I said was correct. So she allowed us to check 3 bags.
He secured a copy of KLM’s more detailed memo showing that the luggage ban actually applies onto to connecting travel within Europe.
We’ll see if Don’s bags make it – but a front line KLM agent believed the ban on bags applied to all passengers, while a supervisor believed (correctly, it seems) it applies only within Europe as I suggested.
But what does a passenger do here if they bring bags to the airport and they’re told those bags cannot be checked? KLM should have to rebook the passenger on another airline through a different hub. That doesn’t appear to be on offer. Instead KLM is simply saying ‘reschedule your trip or take a voucher’ – not even a refund. How do you feel about those vaunted European consumer protections now?
I went through the “Schiphol Shitstorm” on Monday. Got to the airport 3 1/2 hours before my flight to Frankfurt. It took that long just to get through the security line at Departure one. So many people in line had missed their flights. Barely made my flight (after they changed the gate at the last minute!) and the gate agent wanted me to check my bag because it “looked too big” to fit in the overhead bin. I begged and pleaded with her to not do this. I had been aware of the nightmare and didn’t want to take that chance. She kindly let me go through. I get on the plane and there was plenty of overhead space for my bag. Last part — the plane was delayed because one passenger never arrived (probably stuck in the security line) and they had to search for that person’s checked bag and remove it. No telling where that bag is now. It was a terrible experience, but I’m fortunate I made it through relatively unscathed.
Common sense would suggest that if the baggage handling system at AMS is nonfunctional, it doesn’t matter what the letter says or what one’s destination is. Don’t walk into that fatal scenario. If a person insists based on the letter, when it blows up, a person really has only oneself to blame.
What’s one to do? Contact one of the many baggage shipping services. Yes, it’s a lousy situation.
Yes, it will cost the person. Yes, one shouldn’t have to do it. But, that’s the best option.
Ha, ha.
Is London “Europe”?
I agree with Reno Joe. It’s bag suicide to check through AMS in my opinion. The going in opinion should be the bag will be lost regardless, so be extra careful about what you pack in there.
OSL has front-line KLM agents? I thought KLM outsources its ground handling there too and thus has retained/contracted a ground handling company to handle its check-in at OSL.
The OSL supervisor/senior associate handling KL check-in is correct that the checked-in luggage ban was to only apply to those whose final destination on the trip is within Europe and was not to be applicable for say transits via AMS to get to the US or India.
AMS and KLM is more dysfunctional than they are non-functional. And so the cheap bandage measures become more necessary than they would otherwise be.
When an airport and its bosom buddy airline go cheap for too long, what else is to be expected but company meltdowns on public display?
Perhaps the airline could cart out a “security” excuse to try to garner public sympathy and justification for the mess?
How do you feel about those vaunted European consumer protections now?
The same as always. Better some more airline consumer protections than the sorry excuse for stuff the US and US DOT allow airlines to do to the traveling public.
EC 261/2004 didn’t lead to this KLM/AMS meltdown.
Within Europe, supposedly wherever KLM flies, AF is there also. Same company anyway.
I recently rtnd to Buenos Aires from a 3 week trip to Norway, France and Netherlands. I haven’t seen my bag since I checked in at departure. I filed a missing bag report in Oslo they had all my contact info and I have never received a call, text or email and it is impossible to reach a live person my phone. Calls are dropped adter an hour or more on hold. Eventually it has sent back to BA without me while I was gone AND then back to Oslo without me. Supposedly it’s being sent back to BA now. I’ve been home for 48 and no word. (Not to mention the 5 hours in line at Shirpol at start of trip to rebook a cxld connection) The anger and frustration is beyond beyond!
When I’ve flown KLM they won’t even let American carry-on size bags on the plane as carry-ons, so are you expected to just travel with no luggage at all? I fly JFK to AMS and had my Tumi carry-on suitcase, and went to board AMS to BCN and they told me I had to check my bag. When I told them I literally had it on the plane with me on my other leg they said “We don’t care what others do” and forced me to check it. Does KLM understand that everyone travels with luggage unless you’re just weird or doing some day trip somewhere?