Mar 17, 20, 1:00 pm
Last edit by: oliver2002
Air France's rebooking policy: https://www.airfrance.nl/NL/en/common/page_flottante/hp/news-air-traffic-air-france.htm?_ga=2.60869669.82286185.1584471569-101309917.1487618201 KLM's rebooking policy: https://www.klm.com/travel/nl_nl/prepare_for_travel/up_to_date/flight_update/index.htm
Worksheet/flowchart for Travel Agents: http://image.email.bluebiz.info/lib/fe9013727c62017f75/m/4/575524f1-d29b-4548-b393-eb5ab0eee26b.pdf
European Commission EC261/2004 guidelines in context of COVD-19 dated 18 MAR 2020 US DoT Enforcement Notice regarding refunds dated 3 APR 2020.
Some additional information:
1) North American ticket holders can typically request chargebacks from their banks.
2) Furthermore, for flights that touch US soil, they may also file complains with the US DOT.
3) American Express in France and in the Netherlands reportedly refuse to open chargeback disputes for cardholders. Unclear whether other banks are following this policy.
4) At this stage, 14 EU member states out of 27 support amending EC261 regulation (which mandates airlines give the consumer the choice of a refund) for the duration of the crisis. Some of these member states have already suspended the enforcement of the regulation with respect to the obligation for a refund. Air France/KLM supports the proposed amendment.
Statement by 12 of these 14 EU member states: https://www.aviation24.be/miscellaneous/passenger-rights/coronavirus-twelve-eu-member-states-ask-commission-to-amend-regulation-ec-261-2004-to-allow-issuance-of-vouchers-in-lieu-of-refund/
Worksheet/flowchart for Travel Agents: http://image.email.bluebiz.info/lib/fe9013727c62017f75/m/4/575524f1-d29b-4548-b393-eb5ab0eee26b.pdf
European Commission EC261/2004 guidelines in context of COVD-19 dated 18 MAR 2020 US DoT Enforcement Notice regarding refunds dated 3 APR 2020.
Some additional information:
1) North American ticket holders can typically request chargebacks from their banks.
2) Furthermore, for flights that touch US soil, they may also file complains with the US DOT.
3) American Express in France and in the Netherlands reportedly refuse to open chargeback disputes for cardholders. Unclear whether other banks are following this policy.
4) At this stage, 14 EU member states out of 27 support amending EC261 regulation (which mandates airlines give the consumer the choice of a refund) for the duration of the crisis. Some of these member states have already suspended the enforcement of the regulation with respect to the obligation for a refund. Air France/KLM supports the proposed amendment.
Statement by 12 of these 14 EU member states: https://www.aviation24.be/miscellaneous/passenger-rights/coronavirus-twelve-eu-member-states-ask-commission-to-amend-regulation-ec-261-2004-to-allow-issuance-of-vouchers-in-lieu-of-refund/
COVID-19: AF/KL rebooking/refund policy
Mar 20, 20, 8:24 am
#181
Join Date: Apr 2005
Programs: AF/KL FB Plat ; A3 Gold ; HH Gold ; IHG Plat Amb
Posts: 2,292
What would be fair is:
- ticket is fully refundable and changeable = full refund allowed as per fare rules. Administrative fees (if any) are waived.
- ticket is refundable with a fee = refund of the taxes and of the fare minus the refund penalty. Voucher of the amounf of the refund penalty.
- ticket is non refundable = refund of the taxes and voucher for the fare (same as AF conditions of carriage).
- one flight is cancelled: full refund of all remaining segments if requested by the customer
Mar 20, 20, 8:31 am
#182
Join Date: Jun 2011
Location: FRA/SXB
Programs: FB Gold
Posts: 1,359
An article from Le Monde
https://www.lemonde.fr/m-styles/arti...9_4497319.html
Mar 20, 20, 9:03 am
#183
Join Date: Jul 2009
Location: mostly not far from AMS, otherwise NUE
Programs: FB Gold, Hilton Diamond
Posts: 2,323
Mar 20, 20, 9:52 am
#184
Join Date: Nov 2009
Location: SMF
Programs: DL DM, WN A-List, AA Gold, Hertz PC, Marriott Titanium
Posts: 212
I had a flight SMF to AMS booked for 3/30, which obviously has to be cancelled. KLM sent me a link to click on to rebook but it won't let me rebook flights after 4/7.
Am I doing something wrong? I want to rebook for September but no idea how/what/where and prefer not a voucher but just to rebook.
Am I doing something wrong? I want to rebook for September but no idea how/what/where and prefer not a voucher but just to rebook.
Mar 20, 20, 11:25 am
#185
Join Date: Jul 2006
Location: London
Programs: BAEC Gold
Posts: 679
Mar 20, 20, 11:27 am
#186
Join Date: Mar 2020
Posts: 43
I thought AF was offering refunds for flights thru 31 May, assuming you didn't buy a Light Eco fare. So why wait for an official flight cancellation ?
I had a ticket over Easter and just applied for a full refund; no need to wait for AF to officially cancel anything. Will prob take a few weeks to get it back on my carte bancaire (like my airbnb) but since its 100% cash back I see no reason to hesistate.
I had a ticket over Easter and just applied for a full refund; no need to wait for AF to officially cancel anything. Will prob take a few weeks to get it back on my carte bancaire (like my airbnb) but since its 100% cash back I see no reason to hesistate.
Air France rules :
1.YOU WANT TO POSTPONE YOUR TRIP
If you have purchased a ticket for a flight departing before 31 May 2020, you have until 30 September 2020 to postpone your departure date without change fees. Your new trip must begin no later than 30 November 2020 included.2.YOU WANT TO CANCEL YOUR TRIP
If you have purchased a ticket for a flight departing before 31 May 2020, please contact your travel agency for further information.If you purchased a ticket directly from our website, please complete the online form below to obtain a travel voucher. This non-refundable voucher is valid for 1 year on all Air France, KLM, Delta Air Lines and Virgin Atlantic flights.
3.YOUR FLIGHT HAS BEEN CANCELED
If your flight has been canceled and you no longer wish to travel, we invite you to contact your travel agency.If you purchased your ticket directly from our website or at an Air France agency, please complete the online form below to obtain a travel voucher. This voucher is valid for 1 year on all Air France, KLM, Delta Air Lines and Virgin Atlantic flights. This voucher will be refundable after one year if it is not used.
So:
If you cancel flights on your own you will get a non-refundable voucher!
if you have a canceled flight you will get a refundable voucher!
Am I right ?!!
Mar 20, 20, 12:32 pm
#188
Join Date: Mar 2020
Posts: 43
Mar 20, 20, 2:42 pm
#190
Moderator: Flying Blue (Air France & KLM), France and TravelBuzz!
Join Date: Jan 2001
Location: Paris, France, AF F+ Rouge pour toujours, Flying Blue whatever, LH FTL, HHonors Gold, formerly proud SCC Executive, now IC Ambassador, BA down to nobody, Grand Voyageur Le Club
Posts: 12,362
I just cancelled a ticket for a flight to BKO by calling the Club line. As my ticket was refundable, although with a penalty, I was granted a full refund, because AF waived the penalty. They could not waive the Eur 1.00 service charge, but that is fine with me 
. The wait to reach an agent was under 3mn and the cancellation process took about the same time. I have received by e-mail the cancellation and refund documents and will now wait to see the credit on my visa card.
All in all, a pleasant and seamless experience
.
. The wait to reach an agent was under 3mn and the cancellation process took about the same time. I have received by e-mail the cancellation and refund documents and will now wait to see the credit on my visa card.All in all, a pleasant and seamless experience
.
Mar 20, 20, 3:33 pm
#191
Suspended
Join Date: Feb 2007
Location: PVG, FRA, SEA, HEL
Programs: UA Premier Gold
Posts: 4,782
A can't see that option 
They offer 1 year valid voucher. This voucher will be refundable after one year if it is not used.
They offer 1 year valid voucher. This voucher will be refundable after one year if it is not used.
Mar 20, 20, 4:43 pm
#192
Join Date: Apr 2005
Programs: AF/KL FB Plat ; A3 Gold ; HH Gold ; IHG Plat Amb
Posts: 2,292
Exactly: the voucher is refundable, which means that if you don't use the voucher you can get the cash, and you don't even need to wait for one year to get the cash.
What more do you want? EU rules do not mandate to have bank notes handed over to you, it mandates you get the ticket refunded, and a refundable voucher is a suitable refund since you can get it paid to a credit card or a bank account of your choice as far as I understand.
EMD = Electronic Miscellanous Document = voucher issued by AF, with a number like a plane ticket (057xxxxxxxxxx), that can be refundable (in case of a refundable ticket or a cancelled flight) or non refundable (for voluntary cancellation of a non refundable ticket due to force majeure brought by the passenger)
https://servicehub.amadeus.com/c/por...-refund-an-emd
What more do you want? EU rules do not mandate to have bank notes handed over to you, it mandates you get the ticket refunded, and a refundable voucher is a suitable refund since you can get it paid to a credit card or a bank account of your choice as far as I understand.
EMD = Electronic Miscellanous Document = voucher issued by AF, with a number like a plane ticket (057xxxxxxxxxx), that can be refundable (in case of a refundable ticket or a cancelled flight) or non refundable (for voluntary cancellation of a non refundable ticket due to force majeure brought by the passenger)
https://servicehub.amadeus.com/c/por...-refund-an-emd
Mar 20, 20, 6:20 pm
#195
FlyerTalk Evangelist
Join Date: Feb 2000
Location: London, UK and Southern France
Posts: 17,972
Originally Posted by Art 7(3) of Reg 261/2004
...shall be paid in cash, by electronic bank transfer, bank orders or bank cheques or, with the signed agreement of the passenger, in travel vouchers and/or other services
