Old Mar 17, 2020, 1:00 pm
FlyerTalk Forums Expert How-Tos and Guides
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/


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COVID-19: AF/KL rebooking/refund policy

Old Mar 4, 2020, 8:07 am
  #16  
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If changing destination, the website only allows rebooking to destinations in the same country as originally booked; for anything more elaborate it appears you will have to call in
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Old Mar 4, 2020, 8:12 am
  #17  
 
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I wonder if awards can be changed/cancelled for free?
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Old Mar 4, 2020, 10:32 am
  #18  
 
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call. I have flights moved back next 6 weeks to Hai, bkk and sin. (Already a few days ago). No problem. KLM is suffering, seatmaps
in WBC where fully open..


Originally Posted by johan rebel
Email just in from KL

"Reisplannen of heb je al geboekt, maar twijfel je of je reis door kan gaan? Dan biedt KLM je de helpende hand. Je kunt nu tijdelijk zonder kosten je ticket wijzigen; dat scheelt tot wel 150 per ticket. Je kunt zowel de periode als de bestemming wijzigen. Deze optie geldt voor alle tickets op KLM, Air France en Delta Air Lines vluchten wereldwijd, voor boekingen tot en met 31 maart 2020 en voor reizen met vertrek tot en met 31 mei 2020. Zo ben je flexibel en bepaal je zelf wanneer je vliegt en waarheen.

Wil je de datum van je reis aanpassen? Je nieuwe vertrekdatum dient uiterlijk 31 mei 2020 te zijn. De kosten van een mogelijk tariefsverschil blijven gelden. Wijzig eenvoudig je ticket via Mijn Reis op
klm.nl of via de KLM app.

Wil je liever na 31 mei 2020 reizen of wil je jouw bestemming wijzigen? Ruil dan je ticket om voor een tegoedbon. Deze bon is inwisselbaar voor een ticket van KLM, Air France of Delta Air Lines, of voor het kopen van extra opties voor KLM-vluchten
."

Any and all KL/AF/DL tickets for travel this month may be rebooked for free. Both date of travel (as long as departure is no later than May 31st) and destination may be changed. Difference in fare still to be paid. Bookings may also be canceled in exchange for a voucher redeemable on KL/AF/DL.

Johan
Meneer Guggenheimer is offline  
Old Mar 4, 2020, 11:12 am
  #19  
 
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COVID-19: AF/KL rebooking/refund policy

KLM has a similar waiver.

https://www.airfrance.fr/FR/en/commo...air-france.htm

AIR FRANCE AUTHORIZES REBOOKING AT NO EXTRA COST THROUGHOUT ITS NETWORK FOR FLIGHTS BOOKED ON AND BEFORE 31 MARCH, 2020
Update on 4 March 2020, 06:00 PM Paris local time

Since the outbreak of the Coronavirus COVID-19, we have been doing everything possible to assist our customers and allow them to postpone or cancel trips planned to/from areas with a risk of exposure.

We are now extending these measures to our entire network, for reservations to come and bookings already made.
You can thus book your next trip with the guarantee of being able to modify your booking at no extra cost if you so wish.

If you have an Air France ticket, issued on or before 31 March, 2020, and valid for a flight scheduled between 3 March and 31 May, 2020, regardless of the destination, you can postpone your trip at no extra cost onto a later flight until 31 may, 2020 included, to the same destination and in the same booking class.

Save time by changing your booking directly online, in the "Your reservations" section of the website or in the mobile app. You can also contact your travel agent.

You may also choose to postpone your departure after 31 May 2020, change your destination or cancel your trip via your travel agent. In these cases, we will provide you with a non-refundable voucher that will be valid for 1 year and can be used on AIR FRANCE, KLM flights.
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Old Mar 4, 2020, 12:39 pm
  #20  
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AF has changed its policy tonight. Yesterday they were giving the option of a cash refund or a voucher. NOw only voucher.

Last edited by brunos; Mar 5, 2020 at 1:32 am
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Old Mar 4, 2020, 2:28 pm
  #21  
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Originally Posted by erik123
I wonder if awards can be changed/cancelled for free?
I'm pretty sure they can, but I looked at an upcoming FB redemption on the website earlier today, and there was no option to change it as there is for "normal" revenue bookings.

You would have to call in.
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Old Mar 4, 2020, 3:46 pm
  #22  
 
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Nice travel waiver and good that AF/KL are for once setting the example (LH does nothing and BA is quite timid in the flexibility). I however tried to change some non changeable tickets online on both AF and KL website for departures in April and the system craps out, best case it only offers me my current flight option against... an additional payment ! Might need to call them to sort it out...
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Old Mar 4, 2020, 4:21 pm
  #23  
 
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I checked and all my flights indicate "Your reservation cannot be modified online" so indeed, a phone call may be required. They also have tons of promotions until Friday if some of you are interested (travel period until end of December).

Last edited by AlvinMaker; Mar 4, 2020 at 5:13 pm
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Old Mar 4, 2020, 5:43 pm
  #24  
 
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Any word on KQ (Kenya Airways)?
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Old Mar 4, 2020, 6:47 pm
  #25  
 
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I checked for a AF redemption ticket from AMM-CDG-BHX in May and they wanted the full change fee. That was yesterday.
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Old Mar 5, 2020, 6:12 am
  #26  
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I wonder if there is logic to waiting a week or so to cancel a flight to FCO to see if the flight gets cancelled by KLM? I also see that if I did cancel right now it would give me a voucher for one year from date of issue (which was July 2019 so not a big window). What I don't understand is how I use the KLM voucher to book Delta flights? If I go on the KLM website and try to do a ATL-LGA (which I assumed to be a two big city flight) nothing comes up? So would the voucher work only if you are booking an international flight but Delta may fly a leg of it??
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Old Mar 5, 2020, 7:59 am
  #27  
 
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I am trying to either cancel a trip to TRN in two weeks time, or rebook to another destination.
Today's updated announcement on the KLM web site no longer mentions an option to cancel my flights!
However, the web site allows me to change destination and dates, but still applies a 60 UKP change fee.

So the web site is out of sync with the announcement about free rebooking.
I expect I will have to call up about this. Should I use the KLM Contact Center number or would it be quicker if I phoned up my FB Gold number?
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Old Mar 5, 2020, 9:41 am
  #28  
 
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I heard today that some European insurance companies are now compensating non refundable travel expenses on medical grounds for bookings to areas heavily affected by Covid-19. May be worth checking if your insurance company will compensate you if there are expenses linked to cancellation of your travel plans.
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Old Mar 5, 2020, 11:03 am
  #29  
 
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Originally Posted by shmom
I wonder if there is logic to waiting a week or so to cancel a flight to FCO to see if the flight gets cancelled by KLM? I also see that if I did cancel right now it would give me a voucher for one year from date of issue (which was July 2019 so not a big window). What I don't understand is how I use the KLM voucher to book Delta flights? If I go on the KLM website and try to do a ATL-LGA (which I assumed to be a two big city flight) nothing comes up? So would the voucher work only if you are booking an international flight but Delta may fly a leg of it??
You will have a voucher valide from 1june 2020 to 1 june 2021..... this is what klm told me
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Old Mar 5, 2020, 12:46 pm
  #30  
 
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The reward tickets question in this topic is interesting. Will they also wave the 50 euro fee?
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