Mar 17, 2020, 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
May 7, 2020, 4:41 am
#601
Join Date: Mar 2010
Location: Arlington, VA
Programs: DL DM, 1.5 MM; AS MVP Gold 100K; HHonors Diamond; AMEX Platinum
Posts: 487
It does seem to be a long wait. After many calls, I got KLM to agree to refund my two tickets from IAD-AMS. That was April 12. I called this evening (May 6) and they said it should be a couple more weeks. Time to dispute the charge?
May 7, 2020, 4:44 am
#602
Join Date: Jul 2009
Location: mostly not far from AMS, otherwise NUE
Programs: FB Silver, Hilton Diamond
Posts: 2,380
I would suggest so - they have 7 days by law, that would have been the 19th. This is an automatable process, it was their choice to not automate it, so the argument of workload is BS.
May 7, 2020, 5:44 am
#603
Join Date: Mar 2008
Location: Tokyo
Programs: DL Diamond, ANA Platinum
Posts: 1,532
Just received this email from AF-KLM:
Going to have to contact my credit card company at this point to see what they advise. The point of sale for the ticket was Japan, so I have no idea what differentiates Japan from the US or EU with regards to situations like this.
The outbreak of the coronavirus has led to significant impacts on all industries, the aviation industry is facing major challenges with unforeseen consequences right now. Unfortunately, as you experienced, many of our flights are cancelled.
We are doing everything possible to assist our customers in rearranging their travel plans. Given the exceptional circumstances, we will issue your refund request by a voucher in the amount of your original ticket price, to use as payment for future KLM, Air France, Delta Air Lines or Virgin Atlantic flights.
How to use a voucher
You will receive your KLM voucher as soon as possible. Please keep in mind this could take at least two weeks. The voucher should be redeemed within 12 months of your original departure date.
We are doing everything possible to assist our customers in rearranging their travel plans. Given the exceptional circumstances, we will issue your refund request by a voucher in the amount of your original ticket price, to use as payment for future KLM, Air France, Delta Air Lines or Virgin Atlantic flights.
How to use a voucher
You will receive your KLM voucher as soon as possible. Please keep in mind this could take at least two weeks. The voucher should be redeemed within 12 months of your original departure date.
May 7, 2020, 8:02 am
#605
Join Date: Jun 2011
Location: FRA/SXB
Programs: FB Gold
Posts: 1,989
I just received the email with a voucher for the value of my trip (intra-EU planned over Easter holidays, purchased on AF France). Processing time : 7 weeks since I submitted it in mid March.
I'll cancel the dispute with AMEX. Took a little long, honestly.
I'll cancel the dispute with AMEX. Took a little long, honestly.
May 7, 2020, 9:54 am
#606
Join Date: Mar 2008
Location: Tokyo
Programs: DL Diamond, ANA Platinum
Posts: 1,532
I figured, I might have one shot to visit Europe this year in late October for Paris Games Week, but that was just cancelled today, so I literally have zero reasons to visit Europe at the moment.
Should I contact KLM again or just go through my credit card?
May 7, 2020, 10:35 am
#607
Join Date: Jan 2012
Location: Exeter, UK
Programs: BA Gold. Flying Blue Gold. Hilton Gold, Accor Gold, IHG Plat AMB, Radisson Gold, Marriott Gold
Posts: 220
It seems there might be some sort of problem receiving these vouchers now. Perhaps so many are being generated that they're being flagged as spam.
I chased up an outstanding request today and was told that the voucher was emailed to me on 24 April. I never received it. Agent tried resending it and it still didn't get through (not in inbox, not in spam folder). I eventually had to give an alternative email address.
Interestingly, the voucher was also in the 'wrong' currency - EUR voucher for a GBP booking. The exchange rate looked about right, but I'm not sure if it's now KLM policy to covert all amounts through EUR before issuing a voucher.
I chased up an outstanding request today and was told that the voucher was emailed to me on 24 April. I never received it. Agent tried resending it and it still didn't get through (not in inbox, not in spam folder). I eventually had to give an alternative email address.
Interestingly, the voucher was also in the 'wrong' currency - EUR voucher for a GBP booking. The exchange rate looked about right, but I'm not sure if it's now KLM policy to covert all amounts through EUR before issuing a voucher.
May 7, 2020, 11:23 am
#608
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,648
May 7, 2020, 11:24 am
#609
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,648
It seems there might be some sort of problem receiving these vouchers now. Perhaps so many are being generated that they're being flagged as spam.
I chased up an outstanding request today and was told that the voucher was emailed to me on 24 April. I never received it. Agent tried resending it and it still didn't get through (not in inbox, not in spam folder). I eventually had to give an alternative email address.
Interestingly, the voucher was also in the 'wrong' currency - EUR voucher for a GBP booking. The exchange rate looked about right, but I'm not sure if it's now KLM policy to covert all amounts through EUR before issuing a voucher.
I chased up an outstanding request today and was told that the voucher was emailed to me on 24 April. I never received it. Agent tried resending it and it still didn't get through (not in inbox, not in spam folder). I eventually had to give an alternative email address.
Interestingly, the voucher was also in the 'wrong' currency - EUR voucher for a GBP booking. The exchange rate looked about right, but I'm not sure if it's now KLM policy to covert all amounts through EUR before issuing a voucher.
May 7, 2020, 11:25 am
#610
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,648
Thank you for the guidance.
I figured, I might have one shot to visit Europe this year in late October for Paris Games Week, but that was just cancelled today, so I literally have zero reasons to visit Europe at the moment.
Should I contact KLM again or just go through my credit card?
I figured, I might have one shot to visit Europe this year in late October for Paris Games Week, but that was just cancelled today, so I literally have zero reasons to visit Europe at the moment.
Should I contact KLM again or just go through my credit card?
May 7, 2020, 11:43 am
#611
Join Date: Jan 2012
Location: Exeter, UK
Programs: BA Gold. Flying Blue Gold. Hilton Gold, Accor Gold, IHG Plat AMB, Radisson Gold, Marriott Gold
Posts: 220
I've previously had them in GBP for bookings paid in GBP. I might go back and ask for it to be reissued. Tempted just to leave it though as I will probably make ex-EU bookings again in the future and the exchange rate might move in my favour!
May 7, 2020, 11:57 am
#612
Join Date: Jul 2009
Location: mostly not far from AMS, otherwise NUE
Programs: FB Silver, Hilton Diamond
Posts: 2,380
Not so fast about Europe - my Dutch AMEX accepted a chargeback within 5 days.
May 7, 2020, 1:00 pm
#614
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,648
In France and in Italy where I have cards neither Amex would accept a dispute.
I'm not an attorney but in the AF forum a few people mentioned that in France the mechanism for MC/Visa only works in cases of fraud/fraudulent use... otherwise they tell you to deal with the merchant.
May 7, 2020, 1:01 pm
#615
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,648