Mozart0815

I had two separate award flights booked to Shanghai in April from HND, on FM, using FlyingBlue miles.

I just wanted to cancel given that the virus situation isn't looking like it will improve any time soon.

They now want to make me pay €100 (50 per ticket, as 2 separate bookings) to cancel these flights.

I'm FB Gold.

Seriously, in a situation like this, this is exactly the kind of "customer service" that just really drives me nuts and that I find just outrageous.

Ditto

I don't see anything outrageous here, KLM are expecting to resume their own flights to Shanghai on March 16th, your flight is only in April.
Of course things might change, if you anyway plan on not flying you could wait closer to the date and see if KLM own policy changes on flight to Shanghai, then you might have better luck in getting them cancelled without any fee.

Mozart0815

The entire world is panicking (whether that's justified or not is a different question). I was nearly not let into the US two days ago as I just came back from Beijing 16 days previously. Entire cruise ships are held under quarantine. My company has forbidden all flights in and out of China as formal policy. 3/4 of China is forced to work from home or even held in quarantine.

There's no way that in only 2 months the situation is back to normal. The number of new cases is decreasing slightly but even in an optimistic scenario there's no way that China will get this under control swiftly.

What I'll probably do is I'll wait until the major carriers have extended the scenario to April, which is bound to happen, and will cancel then, hopefully for free.

I still think that in a situation like this where the impact has gone way beyond SARS any good business that cares about customer satisfaction would waive the fees. Unfortunately airlines are more about load ratios than about customer satisfaction.

Ditto

Actually FB is just a TA here, your flight is not even on AF/KL etc. metal, are there any other TAs (or even airlines) who offer free cancellations for flights to China in April? KLM as an airline offers free rebooking/cancellations until the end of March,

Mirk

The fee will always be the same, that you cancel now or later. So wait to see if the cancellations reach your travel dates, if not pay the 100€ to cancel ~1 week before the flights.

The doomed

Isn't that what travel insurance is for?

vinnyc

Assuming Travel Insurance works in this case, I would be very interested to see how much an insurance company will value the miles on such award tickets. Because it's not only about getting refunded the cancellation fees of $100, but the whole ticket, including the miles component.

Cheers,
vinnyc

Ditto

The miles will be fully refunded by FB, why would the insurance be interested in that?

vinnyc

Correct. Forgot that FB will refund you the miles in this case... I should have thought further before writing.

However, what if this was a Flying Blue Promo Award to China that is, by definition, non-refundable? 🤓

Mozart0815

It's refundable, worst case I'll pay €100. It's not a big deal per se, I just would have expected a bit more flexibility given the current situation in China. In any case; I'll just wait and see. If AF/KLMdecide to still don't offer flights to China in April I may have more of a case (that said I doubt FM will cancel their flight).

The doomed

I'd think the insurance company would expect you to cancel the ticket, minimise their loss, and you'd be able to claim for the $100. Which might not be worth it on its own. But if there are other aspects of you trip that need paid out on, then it may be worth it.

Romanianflyer

I had no problem getting the 50 EUR redepositing fee waived on my FB award booking on China Eastern this month at the extremely helpful platinum line.

The problem with your flights is that they are still relatively far ahead in the future. All airlines, including AFKL, have only issued waivers of limited duration. Of course they look at this at a month by month basis.

I wouldnt worry really. If the situation continues as it is, the waiver covering China will be extended. Check what FM and AFKL communicate. If already one of them extends their waiver you will be covered.

Often1

It is far to early to make a determination as to whether travel will be a public health issue. If and when that comes to pass, I am fairly certain that the current cancellation policy will be extended and that you will be able to cancel without penalty.

You, of course, are free to make your own determination and may choose not to travel even if the "all clear' is given. But, if that is the case, don't expect the fee to be waived or for your insurance to cover it.

warakorn

Why dont you wait until end of March - and waiting until a new waiver is issued by AF/KL?

GetSetJetSet

just wait. They will issue a rolling waiver if the situation continues.