Couple forced to ditch holiday after two days of 'utter shambles' at airport
A couple ditched their holiday after just two days having spent a weekend at an airport.
June and Paul Gordge were hoping for a peaceful trip to Rome to help them get over the deaths of two family members. Instead the Gateshead pair ended up spending a weekend at Schiphol Airport in Amsterdam before deciding to return home.
The duo spent two days queuing at KLM's help desk at the Dutch airport before cutting their trip short. They said they "as we just couldn't take any more" after being told a flight to Rome was not guaranteed for the next day, leading them to decide to head home, Chronicle Live reported.
"We were supposed to be flying from Newcastle to Schiphol then on to Rome and the whole return journey was booked as one booking with KLM," said June, 62.
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The couple claim their experience with Dutch carrier KLM was 'chaos' (Newcastle Chronicle)"But our first flight from Newcastle was delayed due to fog, which meant that we missed the connecting flight from Schiphol to Rome. At that stage, we weren't too worried as we knew that KLM would have to get us on another flight to Rome as we had booked the whole thing with them."
June described their 'disgraceful' experience at Schiphol as unlike anything she has previously experienced. She explained that while the couple were understanding that the fog was a safety issue causing delays, they "expected things would be sorted for us at the other end".
Unfortunately they found that the "KLM desk was so busy that it was twice closed by security guards", and that when they did eventually reach the front of the queue, staff were unable to guarantee if they'd get them on a flight to Rome, suggesting they find and pay for a hotel for the night, and claim expenses back later.
When the couple returned the next day, they claim they queued for eight hours only for the desk to be closed again and that there was still no guarantee they'd get a flight to Rome that day or the next.
The couple said their experience was a "disgrace" with two days of uncertainty over their flight plans (Getty Images/iStockphoto)June said: "That was the final straw - we had already lost two nights of a seven-night holiday, with no guarantee we would be flown to Rome the next day even if we stayed another night at Schiphol. We decided to cut our losses and go home. I really couldn't face another day of queueing to be disappointed again when we finally managed to speak to someone."
The couple say they were left with an £850 credit card bill for all of their hotel and travel costs, with KLM only refunding them £360 and telling them to claim the rest on travel insurance.
The couple flew back to Newcastle without their luggage as it was being held in Amsterdam pending their onward flight to Rome. June said it was only due to helpful Jet2 staff that they got the luggage back. Luckily, it turned out their bags had been returned to Newcastle, and that Jet2 arranged for their luggage to be returned home. However, the couple described KLM as "a complete and utter shambles", adding that their "experience was an absolute disgrace".
A spokesperson for KLM said: "KLM apologises to Mr and Mrs Gordge for the inconvenience they faced when travelling with KLM on 9 September 2023 and for the disappointment in having to give up their holiday in Italy. Their flight from Newcastle was delayed due to heavy fog in Amsterdam which resulted in them missing their ongoing flight to Rome."
"Unfortunately many passengers were in the same situation, as the Air Traffic Control Authorities reduced the number of flights which could depart the airport, and this had a ripple effect on the following days. KLM is aware of its responsibility under EU/UK261 and has refunded Mr and Mrs Gordge the care and assistance costs."
"Our passengers flew back to Newcastle the next day and KLM will refund their flights in full. As the delay to the flight in Newcastle was not within the control of the airline, any other costs incurred need to be claimed from travel insurance. As a gesture of goodwill KLM has offered Mr and Mrs Gordge a voucher for £200 each in recognition of the disappointment'."
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