A coalition of European consumer groups is threatening legal action against KLM over its ‘no-show’ ticket rules that can lead to passengers’ tickets being cancelled when they miss a flight.
The Dutch group Consumentenbod, together with eight other European groups, is trying first to get the airline to change the rules voluntarily. Many other airlines follow the same procedures, and a change at one would likely lead others to follow, either voluntarily, or in the face of legal action or legislation.
Under the rules, airlines, if one segment in a ticket is not used, cancel the rest of the itinerary. The complaint by the group cited a man who became ill and couldn’t fly to Munich from Amsterdam with his family. He was able to join them later, but found that his return ticket from Munich to Amsterdam had been cancelled and he had to buy a new ticket.
The airlines usually cite what they say are extra costs that justify the practice, although it’s widely believed to be aimed at passengers who buy a ticket to a destination beyond their real destination because of a cheaper fare, but only fly the first leg of the flight. KLM told Dutch network NOS that it will respond after studying the demand.
