Had a KLM flight delayed or cancelled? Here is how to claim.
This guide explains who KLM is, how they usually answer claims, what your rights are, and how to send KLM a proper letter by Royal Mail.
About KLM
KLM is the national airline of the Netherlands. The full legal name is "Koninklijke Luchtvaart Maatschappij N.V." which means "Royal Aviation Company" in Dutch. KLM is famous for being the oldest airline in the world that still flies under its original name. It was founded on 7 October 1919, more than 100 years ago. The "Royal" title was granted by the Dutch royal family that same year. The head office is at Amsterdamseweg 55 in Amstelveen, just outside Amsterdam.
KLM is part of Air France-KLM, a Franco-Dutch airline group formed in May 2004. Air France-KLM SA is registered in France and listed on Euronext Paris (ticker AF). The French government holds about 28%, the Dutch government about 9%, and Delta Air Lines also about 9%. KLM itself is 100% owned by the Air France-KLM holding company but still operates as a separate brand. KLM is a founding member of the SkyTeam alliance along with Air France and Delta.
KLM flies to lots of UK airports from its main base at Amsterdam Schiphol: London Heathrow, London City, London Gatwick, Manchester, Birmingham, Edinburgh, Glasgow, Aberdeen, Newcastle, Bristol, Cardiff, Humberside, and Norwich — more UK gateways than almost any other airline. The fleet is a mix of Boeing 737, 777 and 787 planes (KLM mainline) plus smaller Embraer E175 and E190 planes operated by KLM Cityhopper.
Registered office
KLM Royal Dutch Airlines (UK overseas entity)Plesman House, 2a Cains Lane
Bedfont, Middlesex
TW14 9RL
United Kingdom
UK Companies House overseas company number: OE033155 (registered 20 September 2024) · Netherlands Chamber of Commerce: 33014286 · Founded: 7 October 1919 · Parent: Air France-KLM SA (Paris Euronext listed, ticker AF) · Regulator: Netherlands Civil Aviation Authority (ILT), CAA for UK consumer matters · IATA / ICAO codes: KL / KLM
Group structure
Air France-KLM SA (parent group)
This is the holding company, registered in France and listed on Euronext Paris. Formed in May 2004 by the merger of Air France and KLM. The French government is the biggest shareholder at about 28%. The Dutch government holds about 9%. Delta Air Lines also holds about 9%. The combined Air France-KLM group ran 596 aircraft at end of 2025: Air France 268, KLM 188, Transavia 140.
Euronext Paris ticker AF.KLM Royal Dutch Airlines
This is the main Dutch airline. Legal name: Koninklijke Luchtvaart Maatschappij N.V. — the longest-running airline in the world under its original name. Runs most of the bigger flights from UK airports to Amsterdam Schiphol, plus long-haul from Amsterdam to North America, Asia and Africa.
Netherlands Reg 33014286. UK overseas company OE033155.KLM Cityhopper (the regional airline)
KLM's regional subsidiary, based at Schiphol Airport. Flies smaller Embraer E175 and E190 aircraft to about 50 destinations across Europe, including UK regional airports: Aberdeen, Norwich, Humberside, Cardiff, Bristol. Sold on klm.com and uses KL flight numbers, but the legal operating carrier is KLM Cityhopper B.V. — a separate Dutch company with its own Air Operator's Certificate.
Transavia (the budget airline)
The leisure/budget airline owned by Air France-KLM. A separate company with its own AOC and a fleet of Boeing 737 aircraft. Flies from some UK airports to leisure destinations in Spain, Portugal, Greece, etc. Uses HV flight numbers; sold on transavia.com. Transavia is a SEPARATE airline from KLM for UK261 purposes, even though both are in the same parent group.
What a KLM reply usually looks like
- 1An automated email saying KLM has received your EU261 claim via klm.com. KLM uses "EU261" terminology (being an EU airline), but UK261 rules work the same way for UK flights.
- 2A first response within about 28 days. KLM is faster than most legacy carriers at responding.
- 3A rejection on "extraordinary circumstances" grounds. Common reasons: weather, Schiphol airport restrictions, or ATC problems. KLM also cites Schiphol noise restrictions and slot rules.
- 4An offer of Flying Blue Miles, an upgrade voucher, or travel credit instead of cash. You do not have to accept any of these — UK261 entitles you to cash.
- 5A claim that the flight was actually operated by KLM Cityhopper, Transavia, or a SkyTeam codeshare partner, directing you to claim from them instead.
- 6A final response letter after several rounds. If still unhappy, escalate to AviationADR.
How much can you claim from KLM under UK261?
Compensation amounts are fixed by flight distance and apply to delays of three hours or more at the final destination, cancellations with less than 14 days' notice, and denied boarding. The flight distance is the “great circle distance” between the departure and arrival airports, not the route flown.
| Flight distance | Delay length | Amount per passenger |
|---|---|---|
| Up to 1,500 km (e.g. London to Dublin) | 3 hours or more | £220 |
| 1,500 km to 3,500 km (e.g. London to Athens) | 3 hours or more | £350 |
| Over 3,500 km (e.g. London to New York) | 3 to 4 hours | £260 |
| Over 3,500 km | 4 hours or more | £520 |
Source: UK Civil Aviation Authority, UK261 compensation guidance.
Your rights
UK Regulation 261/2004, Article 5 (cancellations)
Did KLM cancel your flight less than 14 days before take-off? You have two choices: get your money back, or ask KLM to put you on a different flight. The choice is yours, not theirs. On top of that, you can usually get cash too. How much depends on how far you were flying.
UK Regulation 261/2004, Article 6 and the Sturgeon ruling
If your flight was just late, not cancelled, Article 6 covers delays. In 2009, the Sturgeon ruling confirmed that any delay of 3 hours or more should be paid out the same as a cancellation. The UK kept this rule after Brexit. KLM is a Dutch (EU) airline, so the EU version (EC261) also applies. Amounts are nearly identical in pounds and euros.
UK Regulation 261/2004, Article 7 (compensation amounts)
Sets the cash amount: £220, £350, £260, and £520 per passenger, depending on distance and how late you arrived. KLM cannot pay you less just because your ticket was cheap or because the flight was on a smaller KLM Cityhopper plane.
UK Regulation 261/2004, Articles 8 and 9 (refund and care)
Article 8: choose between a refund or a new flight. Article 9: KLM must look after you while you wait — free food, free drinks, two phone calls or emails, and a hotel if you stay overnight. KLM is generally good at care at Schiphol, but at UK regional airports support may be handled by ground partners. Keep receipts if you paid out of pocket.
UK Regulation 261/2004, Article 10 (downgrades)
KLM cabin classes: Economy, Economy Comfort, Premium Comfort, and World Business Class. If KLM put you in a lower class than you paid for, you get a refund: 75% for long-haul (over 3,500 km), 50% for 1,500–3,500 km, 30% for short-haul under 1,500 km.
UK Regulation 261/2004, Article 5(3) (the "extraordinary circumstances" rule)
KLM can avoid paying only if BOTH are true: (1) the cause was outside their control, AND (2) they could not have stopped it even trying hard. Things that DO count: bad weather, war, real security alerts, ATC strikes. Schiphol noise restrictions are predictable so they usually do NOT count. KLM's own staff strikes do NOT count. Crew illness does NOT count after the 2024 Lipton ruling.
Limitation Act 1980, section 9
Time limits: 6 years from the date of flight in England, Wales and Northern Ireland; 5 years in Scotland. Clarified by Dawson v Thomson Airways [2014].
Common KLM situations
Your UK to Amsterdam flight was delayed
Most common KLM situation. Under 1,500 km so compensation is £220 per passenger (family of four = £880). KLM often blames Schiphol slot restrictions, ATC, or weather. Demand specific evidence if the real cause was their own delay or a knock-on from earlier disruption.
Your flight was on a small Embraer plane operated by KLM Cityhopper
KLM Cityhopper B.V. has its own AOC; your UK261 claim is technically against KLM Cityhopper, not KLM mainline. In practice KLM handles both through the same claim form. If it goes to court, the right defendant is "KLM Cityhopper B.V." — same registered office in Amstelveen.
Your flight was on Transavia, not KLM
Transavia is a totally different airline under the same parent. Your claim goes against Transavia Airlines C.V., NOT KLM. Use transavia.com for Transavia claims. Both airlines are members of AviationADR, so the escalation route is the same after 8 weeks.
You had a connecting flight at Schiphol and missed it
If booked as ONE ticket, claim under UK261 based on TOTAL distance to final destination (confirmed by Folkerts [2013]). A delayed UK-Amsterdam first leg that made you arrive in Tokyo 4+ hours late could mean £520 per passenger. Separate tickets = each leg claimed separately.
KLM said it was Schiphol airport restrictions
Schiphol has strict noise restrictions, especially at night. KLM sometimes uses these as a reason. But they are predictable and well known. Courts have generally NOT accepted them as extraordinary circumstances when used as the only reason. Push back and ask for specific evidence of how the restriction directly caused YOUR flight delay.
KLM offered you Flying Blue Miles instead of cash
Miles are NOT cash. Article 7 gives you the right to a cash payment. Write back, ask for cash to your bank account, quote Article 7 of UK261. If KLM refuses, escalate to AviationADR.
KLM downgraded you from World Business to Economy
Article 10 applies: 75% of ticket price for long-haul (over 3,500 km), 50% for medium-haul (1,500–3,500 km), 30% for short-haul (under 1,500 km). Premium Comfort (newer premium economy product) downgrades to Economy also trigger the 75% refund. Demand the proper Article 10 cash refund based on the ticket price paid.
Send your KLM claim letter via Royal Mail
PostRight writes your UK261 claim letter for you. Answer a few simple questions. Check the letter. Pay. We print it and post it by Royal Mail the next working day. A real letter is much harder for Ryanair to ignore than an online form.
- ✓Quotes the right part of UK Regulation 261/2004 for your situation
- ✓States the exact cash amount you are owed under Article 7
- ✓Names the correct operating airline (KLM, KLM Cityhopper, or Transavia)
- ✓Pushes back if KLM has used the "extraordinary circumstances" excuse
- ✓Gives KLM a clear 14-day deadline to reply
- ✓Printed on quality paper and posted by Royal Mail. From £2.79.
Frequently asked questions
How much can I claim from KLM?
It depends on distance and how late you arrived. UK to Amsterdam (under 1,500 km) = £220 per passenger. UK to other European destinations (1,500–3,500 km) = £350. Long-haul from Amsterdam (over 3,500 km) = £260 if 3–4 hours late, or £520 if 4+ hours late. A family of four on a long-haul KLM flight could claim up to £2,080. If connecting as one ticket, use the TOTAL distance to your final destination.
What if my flight was actually KLM Cityhopper or Transavia?
KLM Cityhopper has its own AOC but the claim process is the same through klm.com; the legal defendant in court is KLM Cityhopper B.V. Transavia is a different airline under the same parent — use transavia.com. Flight number prefix: KL = KLM or KLM Cityhopper; HV = Transavia.
Does UK261 cover my flight INTO the UK from Amsterdam?
Yes. KLM is an EU airline, so UK261 covers it in both directions — flights departing the UK and flights arriving in the UK on a KLM/EU carrier.
What if KLM said my flight was extraordinary circumstances?
A vague rejection is not enough. KLM must prove the cause was outside their control AND that they could not have stopped it. Bad weather usually counts. Schiphol noise restrictions usually do NOT count (predictable). Crew illness does NOT count (Lipton ruling 2024). Normal aircraft faults do NOT count. Demand specific details and evidence.
Is KLM a member of an ADR scheme?
Yes. KLM is a member of AviationADR, approved by the CAA. You can escalate after 8 weeks of no proper reply, or after a final response. AviationADR is free for passengers; decisions are binding on KLM. KLM Cityhopper and Transavia are also covered.
What if KLM offered Flying Blue Miles instead of cash?
You do not have to take miles. The law gives you the right to cash. Write back, ask for cash to your bank account, quote Article 7 of UK261. If KLM refuses, escalate to AviationADR.
What if I was downgraded from a higher cabin to a lower one?
Article 10 covers this: 30% refund for short-haul (under 1,500 km), 50% for medium-haul (1,500–3,500 km), 75% for long-haul (over 3,500 km). This is on top of any delay compensation. KLM cabin classes include Economy, Economy Comfort, Premium Comfort, and World Business Class; downgrades between any of these trigger the Article 10 refund.
How long do I have to claim from KLM?
6 years from the date of the flight in England, Wales and Northern Ireland; 5 years in Scotland. Clarified by Dawson v Thomson Airways [2014].
Free help and what to do next
AviationADR
Free service approved by the CAA. Settles KLM, KLM Cityhopper, and Transavia claims without going to court. Decisions are binding on the airline. Use after 8 weeks of no proper reply. Helpline: 0203 540 8063.
Visit website →Dutch Human Environment and Transport Inspectorate (ILT)
The Dutch aviation regulator. For complaints about flights departing from Amsterdam Schiphol. Decisions enforceable in the Netherlands.
Visit website →Citizens Advice Consumer Service
Free, independent advice on UK261 and passenger rights. Helpline: 0808 223 1133.
Visit website →Money Claim Online (MCOL)
The online court service for England and Wales. Use if KLM refuses to pay after AviationADR has ruled in your favour, or to sue KLM directly in the small claims track. KLM has a UK registered overseas company at Bedfont, Middlesex, so claims can be served in the UK.
Visit website →Ready to claim from KLM?
PostRight prints and posts your UK261 claim letter via Royal Mail. Tracked 24 is available for £9.99 if you want proof of delivery. From £2.79.
Send a KLM letter from £2.79From £2.79 · Printed and posted by Royal Mail · Dispatched within one business day