Old Mar 17, 20, 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 5, 20, 10:27 pm
  #31  
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I am gonna ask soon, but I can confirm I was just able to change several tickets for zero euros / dollars - the fares are cratering and the change fees are all waived on my made-ages-ago-bookings. Nice.
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Old Mar 5, 20, 10:45 pm
  #32  
 
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From KLM Website:-

Rebook your flight

While most of our schedule is not impacted by the outbreak of the Coronavirus, we are extending the rebooking possibilities to all our flights.

If you have a KLM ticket starting with 074, issued on or before Tuesday 31 March 2020, and valid for travel between Wednesday 4 March 2020 and Sunday 31 May 2020, regardless of the destination, you can postpone your trip at no extra cost. View your flight details or change your booking directly in My Trip.

You can also choose to postpone your departure to a date after 31 May 2020. In this case, we will provide you with a voucher that will be valid for 1 year and can be used on KLM flights. This voucher will be non-refundable.


I tried to do this via the Platinum line this morning. I was told this offer is only available to those with flights booked to the countries mentioned earlier (China,Japan,Italy etc). Is this correct? I was wanting to cancel the three KLM fights we have this month to Barcelona, Budapest and Zagreb and get the vouchers valid for a year. Platinum line said this is not allowed - if this is the case then KLM website is not accurate.
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Old Mar 5, 20, 11:37 pm
  #33  
 
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I have 4 segments booked end of March, April and beginning of May, all are on one ticket and when I go into my booking and try to change it, I get this message for all 4 segments:
Unfortunately, it is not possible to change this flight in My Trip. Please contact us and mention Service ID number: MS003. We will gladly help you change your flight. We are sorry for the inconvenience!

I am still waiting to see how things develop since our first segment is on March 23rd from YVR to AMS but I would love to change to later dates or cancel and keep the credit (this doesn't seem to be an option though according to other's experiences) for one year as we are definetly traveling again.
Hopefully this information is correct after all and we can make changes or even cancel and keep the amount as credit for future travel.
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Old Mar 5, 20, 11:56 pm
  #34  
 
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But we need to keep flying. If we do not fly enough... we risk our blue birds stopping flying.
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Old Mar 6, 20, 2:43 am
  #35  
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Seems transavia is still only allowing for Northern Italy...
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Old Mar 6, 20, 4:26 am
  #36  
 
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Originally Posted by Billyfergus View Post
From KLM Website:-

Rebook your flight

While most of our schedule is not impacted by the outbreak of the Coronavirus, we are extending the rebooking possibilities to all our flights.

If you have a KLM ticket starting with 074, issued on or before Tuesday 31 March 2020, and valid for travel between Wednesday 4 March 2020 and Sunday 31 May 2020, regardless of the destination, you can postpone your trip at no extra cost. View your flight details or change your booking directly in My Trip.

You can also choose to postpone your departure to a date after 31 May 2020. In this case, we will provide you with a voucher that will be valid for 1 year and can be used on KLM flights. This voucher will be non-refundable.


I tried to do this via the Platinum line this morning. I was told this offer is only available to those with flights booked to the countries mentioned earlier (China,Japan,Italy etc). Is this correct? I was wanting to cancel the three KLM fights we have this month to Barcelona, Budapest and Zagreb and get the vouchers valid for a year. Platinum line said this is not allowed - if this is the case then KLM website is not accurate.
Just an update, called the platinum line again, and they said that they had gave me wrong information (said it has been changing on a daily basis which I think would be true) and that they could cancel my 3 flights and provide vouchers valid for a year.
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Old Mar 6, 20, 8:47 am
  #37  
 
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It says booked on our entire network Im flying Air France booked through delta. Does that count as being part of their network?
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Old Mar 6, 20, 9:21 am
  #38  
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Originally Posted by Meneer Guggenheimer View Post
But we need to keep flying. If we do not fly enough... we risk our blue birds stopping flying.
Indeed, although I'm confident that, apart from those already teetering for other reasons, airlines will weather the storm and recover in due course.

My short-term concern is that airlines will screw up my travel plans by canceling flights.

Johan
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Old Mar 6, 20, 10:38 am
  #39  
 
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I booked a ticket on airfrance.com and get this message when I try to change my flight(s) online: "Your ticket was booked with (inclusive) tour fares. If you booked the ticket directly via KLM, please contact us offline. If you booked the ticket via an agent, contact them Service ID number: MS028." I guess I'll have to call them. Is anybody else getting the same?

All are on AF metal, business class, booked mid-February...
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Old Mar 6, 20, 11:21 am
  #40  
 
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My mid-May MAN-CDG-SIN in P seems to be only rebookable online in J - with no refund of the fare difference! I will phone the Plat line closer to the time if there is likely to be an issue geting in to or out of SIN.
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Old Mar 6, 20, 12:23 pm
  #41  
 
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Originally Posted by yvrcnx View Post
I have 4 segments booked end of March, April and beginning of May, all are on one ticket and when I go into my booking and try to change it, I get this message for all 4 segments:
Unfortunately, it is not possible to change this flight in My Trip. Please contact us and mention Service ID number: MS003. We will gladly help you change your flight. We are sorry for the inconvenience!

I am still waiting to see how things develop since our first segment is on March 23rd from YVR to AMS but I would love to change to later dates or cancel and keep the credit (this doesn't seem to be an option though according to other's experiences) for one year as we are definetly traveling again.
Hopefully this information is correct after all and we can make changes or even cancel and keep the amount as credit for future travel.
I just gave KLM a call to see what the options are and everything that is on their website does apply, however, I had made a change to my booking a months ago which increased my original airfare by about $ 99 which I had to pay and when I called they said that only the original amount would be credited and not the $ 99 I paid for the fare difference when I made the change.
When I asked why I wouldn't be refunded the full value I paid (original amount + the fare difference for the change of flights), the answer was because it shows as 2 tickets and they only refund one ticket per person (I have no idea why the $ 99 shows a different ticket, I guess it has to do with their accounting). He then added that I should be grateful, after all they are doing me a favour.
Not very professional in my opinion but obviously still better than having to pay a $ 350 cancellation fee.
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Old Mar 6, 20, 11:49 pm
  #42  
 
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I changed a 'non changeable' deep discount biz itinerary yesterday over the phone with AF. Like others I had no luck online but it only took 5 minutes speaking with an agent, the only cost was a minor fare difference. For reference this itinerary was from / to countries with no special measures for COVID.
Additionally cancelled intra euro positioning flight from original itinerary and will get a voucher for that. If anyone is having issues it's best to call, the agent I spoke to was ber helpful
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Old Mar 6, 20, 11:51 pm
  #43  
 
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Originally Posted by broncophil View Post
It says booked on our entire network Im flying Air France booked through delta. Does that count as being part of their network?
Quite possibly but you'd need to speak to Delta to confirm as it may be based on their policies, but I think in this case Delta would be the 'travel agent alluded to in the waiver
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Old Mar 7, 20, 12:31 am
  #44  
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Originally Posted by broncophil View Post
It says booked on our entire network Im flying Air France booked through delta. Does that count as being part of their network?
It's presumably not an entirely AF ticket? My guess is that there must be some DL flights on there, too.

Call Delta (what's their waiver situation?), and please report back.
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Old Mar 7, 20, 5:48 am
  #45  
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Yesterday I called to cancel my upcoming AMS-FCO (4 persons on reservation). I called the US telephone number. After a very very very long wait I got a human being who spoke English somewhat but not great. After figuring out what we would be owed she then said "I can't handle the cancellation, you need to go through the Amsterdam office as that is how you bought it". I bought tickets on line. SIgh… I didn't want to call overseas, so she transferred me. That line said in so many words, we will never answer your phone call.

I went the twitter route. At 8:30 a.m. messaged via twitter. At 10 p.m. they acknowledged that it was in the works. This morning my flight is cancelled (only by looking on the app - nothing in email or on desk top) and I see four ticket numbers under details. I assume the ticket number are the vouchers??

I have no idea why it would not say, this is your voucher. Along those lines, I cancelled a flight for my husband to AMS and the Delta "voucher" looks like the original ticket. Nothing on it says this is a voucher. I only know its ok, because it is the same number as the woman told me on the phone.

Back to KLM. What I want to know is can I use the KLM voucher to book a Delta flight on the Delta website??
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