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
#751
Suspended
Join Date: Mar 2020
Posts: 122
I had a KL o/w FRA-AMS-BLL which was cancelled by KL a few days prior to the flight date. Ticket is on AF stock and was paid with AF evoucher.
I requested a full refund through the Delta Platinum hotline. (This was in mid-March. I'm not an AF/KL elite and getting through on the regular AF/KL hotline was impossible. Knowing the European DL hotline is operated by AFKL, I went with them. I received an email confirming the cancellation.)
So, it's been over two months and I haven't received a refund. I guess a voucher would work for me. How would you escalate this?
I requested a full refund through the Delta Platinum hotline. (This was in mid-March. I'm not an AF/KL elite and getting through on the regular AF/KL hotline was impossible. Knowing the European DL hotline is operated by AFKL, I went with them. I received an email confirming the cancellation.)
So, it's been over two months and I haven't received a refund. I guess a voucher would work for me. How would you escalate this?
#752
Join Date: Jan 2012
Location: In between BRU, AMS, DUS and LUX...
Programs: AF/KL Plat, BA Gold, A3 Gold, IHG Diamond, MR Gold, HH Diamond, ALL Platinum
Posts: 1,041
I had a KL o/w FRA-AMS-BLL which was cancelled by KL a few days prior to the flight date. Ticket is on AF stock and was paid with AF evoucher.
I requested a full refund through the Delta Platinum hotline. (This was in mid-March. I'm not an AF/KL elite and getting through on the regular AF/KL hotline was impossible. Knowing the European DL hotline is operated by AFKL, I went with them. I received an email confirming the cancellation.)
So, it's been over two months and I haven't received a refund. I guess a voucher would work for me. How would you escalate this?
I requested a full refund through the Delta Platinum hotline. (This was in mid-March. I'm not an AF/KL elite and getting through on the regular AF/KL hotline was impossible. Knowing the European DL hotline is operated by AFKL, I went with them. I received an email confirming the cancellation.)
So, it's been over two months and I haven't received a refund. I guess a voucher would work for me. How would you escalate this?
They had some issues a couple months ago sending vouchers by email...
#753
Join Date: Feb 2019
Posts: 102
So any booking made before June 16th will in theory not get the bonus, and indeed like the flow chart suggests any booking for a cheaper or equal price than the original voucher will no give any bonus. Does anybody has a screenshot of the voucher conditions related to the bonus which were published between May 15th until June 3rd ?.
#754
formerly airedalemom
Join Date: Sep 2015
Location: YVR
Programs: AC 25K, AF, Marriott etc......
Posts: 260
Undeliverable: Assistance - Annulation Remboursement
I received a notice that our AF flight was cancelled - So I filled out the appropriate online form and received a email :
Undeliverable: Assistance - Annulation Remboursement
Inbox
x
[email protected] via esa3.afkl.c3s2.iphmx.com
7:58 AM (22 minutes ago)
to me
Delivery has failed to these recipients or groups:
[email protected]
The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly.
I've sent a message via Facebook messenger and waiting for a response. I don't want to overload the system more than it already is.
Has this happened to anyone else?
Undeliverable: Assistance - Annulation Remboursement
Inbox
x
[email protected] via esa3.afkl.c3s2.iphmx.com
7:58 AM (22 minutes ago)
to me
Delivery has failed to these recipients or groups:
[email protected]
The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly.
I've sent a message via Facebook messenger and waiting for a response. I don't want to overload the system more than it already is.
Has this happened to anyone else?
#755
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,645
I received a notice that our AF flight was cancelled - So I filled out the appropriate online form and received a email :
Undeliverable: Assistance - Annulation Remboursement
Inbox
x
[email protected] via esa3.afkl.c3s2.iphmx.com
7:58 AM (22 minutes ago)
to me
Delivery has failed to these recipients or groups:
[email protected]
The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly.
I've sent a message via Facebook messenger and waiting for a response. I don't want to overload the system more than it already is.
Has this happened to anyone else?
Undeliverable: Assistance - Annulation Remboursement
Inbox
x
[email protected] via esa3.afkl.c3s2.iphmx.com
7:58 AM (22 minutes ago)
to me
Delivery has failed to these recipients or groups:
[email protected]
The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly.
I've sent a message via Facebook messenger and waiting for a response. I don't want to overload the system more than it already is.
Has this happened to anyone else?
I would write them on Twitter... and also ask them to report the problem.
#756
formerly airedalemom
Join Date: Sep 2015
Location: YVR
Programs: AC 25K, AF, Marriott etc......
Posts: 260
I also received a standard response from customer service stating they were busy etc....
I still want to know if this "Undeliverable: Assistance - Annulation Remboursement"
has happened to anyone else?
#757
Join Date: Aug 2018
Location: Los Angeles
Posts: 107
Got an email confirming cancellation May 11 and stating that I will get refunded
Another email on June 1 that AF is processing refund and I should received the refund within 2 weeks,
June 3 my credit card was refunded.
I'm from the US, so I don't know how it will play out if your from the EU.
#758
Join Date: Jan 2019
Programs: SAS Eurobonus Silver, Accor Platinum, BA Blue
Posts: 28
Hello,
I'm slightly confused by what the rebooking policy for KLM means.... I have found a great fare from UK to middle east, return in economy for 250 in November 20.
If i choose not to travel it appears that i can rebook to alternative dates to the same destination without a change fee if there are seats available in the same booking class. Is booking class simply Economy/PE/Business, or is it the different alphabet codes?
If the latter, how do i establish what code the fare would be in and does each flight tend to have some seats in each code released so that my rebooking chance is high?
Thanks!
I'm slightly confused by what the rebooking policy for KLM means.... I have found a great fare from UK to middle east, return in economy for 250 in November 20.
If i choose not to travel it appears that i can rebook to alternative dates to the same destination without a change fee if there are seats available in the same booking class. Is booking class simply Economy/PE/Business, or is it the different alphabet codes?
If the latter, how do i establish what code the fare would be in and does each flight tend to have some seats in each code released so that my rebooking chance is high?
Thanks!
#759
Join Date: Feb 2012
Programs: Flying Blue Platinum, Le ClubAccor Gold
Posts: 774
Hello,
I'm slightly confused by what the rebooking policy for KLM means.... I have found a great fare from UK to middle east, return in economy for 250 in November 20.
If i choose not to travel it appears that i can rebook to alternative dates to the same destination without a change fee if there are seats available in the same booking class. Is booking class simply Economy/PE/Business, or is it the different alphabet codes?
If the latter, how do i establish what code the fare would be in and does each flight tend to have some seats in each code released so that my rebooking chance is high?
Thanks!
I'm slightly confused by what the rebooking policy for KLM means.... I have found a great fare from UK to middle east, return in economy for 250 in November 20.
If i choose not to travel it appears that i can rebook to alternative dates to the same destination without a change fee if there are seats available in the same booking class. Is booking class simply Economy/PE/Business, or is it the different alphabet codes?
If the latter, how do i establish what code the fare would be in and does each flight tend to have some seats in each code released so that my rebooking chance is high?
Thanks!
#760
Join Date: Jan 2019
Programs: SAS Eurobonus Silver, Accor Platinum, BA Blue
Posts: 28
Thanks, so I would need to find an outward flight with availability with fare code: XS2C13S8 and return flight with availability for fare code: VS2C13S8
If there was availability and even if prices rise, i could change with no fee.
If there was availability and even if prices rise, i could change with no fee.
#761
Join Date: Feb 2017
Location: SE England
Programs: AF-KL Platinum, ALL Platinum
Posts: 741
This morning I completed the (suprisingly simple) AF website credit card refund process because yesterday AF cancelled a flight I was booked on for August. I already have the refund confirmation email.
What is the approximate duration to get the refund back on a credit card? I did not see any mention during the online refund process. Thanks.
I hope it is less than KE. I've been waiting for them to refund me since 7th April. I'm racing AF and KE against each other.
What is the approximate duration to get the refund back on a credit card? I did not see any mention during the online refund process. Thanks.
I hope it is less than KE. I've been waiting for them to refund me since 7th April. I'm racing AF and KE against each other.
#762
Join Date: May 2010
Programs: Delta Silver, HH Gold, Accor Gold, IHG Platinum
Posts: 5,338
KLM has let go the forced travel voucher for cancellations prior to May 15th. PAX can now request a refund.
EDIT: Same policy for AF. And: PAX who have received a voucher can still request a refund if their flight was cancelled.
EDIT: Same policy for AF. And: PAX who have received a voucher can still request a refund if their flight was cancelled.
Last edited by KLflyerRalph; Jun 11, 2020 at 9:02 am
#763
Join Date: Jan 2012
Location: In between BRU, AMS, DUS and LUX...
Programs: AF/KL Plat, BA Gold, A3 Gold, IHG Diamond, MR Gold, HH Diamond, ALL Platinum
Posts: 1,041
In your case, you would just need to have availability in X on the outbound flights and V on the return flights, and they should be waiving the change fee. If those classes are no longer available, they will charge you the fare difference between X or V and the new booking class.
#764
Join Date: Feb 2019
Posts: 102
AF/KLM has adjusted their refund policy to finally comply with the law. Now all flights that have been canceled by AF/KLM can be refunded, no matter the date at which they were canceled. It is also explicitly stated that people that already received their voucher can exchange it for a cash refund. See also the press release:
AF/KLM press release
It's interesting to see that they do not change the conditions attached to the 15% bonus on the vouchers. As it stands I think there are only a very limited group of people that can make use of this and will not want to exchange the voucher for cash.
Now it will be interesting to see how quickly they'll handle these refunds.
AF/KLM press release
It's interesting to see that they do not change the conditions attached to the 15% bonus on the vouchers. As it stands I think there are only a very limited group of people that can make use of this and will not want to exchange the voucher for cash.
Now it will be interesting to see how quickly they'll handle these refunds.
#765
Join Date: Jul 2018
Location: Germany
Programs: FB Gold, Sixt Gold
Posts: 62
AF/KLM has adjusted their refund policy to finally comply with the law. Now all flights that have been canceled by AF/KLM can be refunded, no matter the date at which they were canceled. It is also explicitly stated that people that already received their voucher can exchange it for a cash refund. See also the press release:
AF/KLM press release
It's interesting to see that they do not change the conditions attached to the 15% bonus on the vouchers. As it stands I think there are only a very limited group of people that can make use of this and will not want to exchange the voucher for cash.
Now it will be interesting to see how quickly they'll handle these refunds.
AF/KLM press release
It's interesting to see that they do not change the conditions attached to the 15% bonus on the vouchers. As it stands I think there are only a very limited group of people that can make use of this and will not want to exchange the voucher for cash.
Now it will be interesting to see how quickly they'll handle these refunds.