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
Jun 12, 2020, 1:51 pm
#781
Join Date: Mar 2015
Location: GVA
Programs: A3 *G, LX *G, AF *S
Posts: 761
Is there a note on the EMD itself that says refundable or not? How can I check what I received (even though I know you're probably right)?
My voucher has this:
"Restriction(s) / Restriction(s): (*M*NONREF EMD FOR FUTURE TRAVEL VALID 1YR ON AF-KL-DL-VS-KQ / REF ONLY AFTER 1YR FROM DOI **CORONAVIRUS**)"
My voucher has this:
"Restriction(s) / Restriction(s): (*M*NONREF EMD FOR FUTURE TRAVEL VALID 1YR ON AF-KL-DL-VS-KQ / REF ONLY AFTER 1YR FROM DOI **CORONAVIRUS**)"
Jun 15, 2020, 7:25 am
#782
Join Date: Apr 2017
Programs: Flying Blue Silver
Posts: 123
Called in to cancel my flight on April 27 and got email of cancelled flights same day.
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.
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.
However the refund amount was short of exactly 11 USD. Did you have the same issue? I already wrote back and requested the full amount.
Jun 15, 2020, 7:51 am
#783
Join Date: Mar 2010
Location: Arlington, VA
Programs: DL DM, 1.5 MM; AS MVP Gold 100K; HHonors Diamond; AMEX Platinum
Posts: 488
IAD-AMS r/t scheduled for 4/10.
- Flight canceled on 3/23, voucher provided
- Agreed to refund on 4/12, refund tracking number provided
- DoT complaint filed 5/12
- Amex chargeback file 5/12
- Chargeback complete 6/15 (1 of 2 tickets)
Amex (US) said that they now provide the airlines 28 days to respond instead of 21 previously.
- Flight canceled on 3/23, voucher provided
- Agreed to refund on 4/12, refund tracking number provided
- DoT complaint filed 5/12
- Amex chargeback file 5/12
- Chargeback complete 6/15 (1 of 2 tickets)
Amex (US) said that they now provide the airlines 28 days to respond instead of 21 previously.
Jun 16, 2020, 10:33 am
#784
Join Date: Sep 2003
Location: MSP
Programs: DL PlatMM, BA and Alaska Emerald, HHonors DIA, Accor, Marriott Titanium, IHG Plat Amb, UA Silver, AA
Posts: 4,516
IAD-AMS r/t scheduled for 4/10.
- Flight canceled on 3/23, voucher provided
- Agreed to refund on 4/12, refund tracking number provided
- DoT complaint filed 5/12
- Amex chargeback file 5/12
- Chargeback complete 6/15 (1 of 2 tickets)
Amex (US) said that they now provide the airlines 28 days to respond instead of 21 previously.
- Flight canceled on 3/23, voucher provided
- Agreed to refund on 4/12, refund tracking number provided
- DoT complaint filed 5/12
- Amex chargeback file 5/12
- Chargeback complete 6/15 (1 of 2 tickets)
Amex (US) said that they now provide the airlines 28 days to respond instead of 21 previously.
Does anyone know if KLM will extend the November 30th date for rebooked travel? I simply can't travel until late December, job won't allow it. And fares are much higher then. So, might have to go with the refund.
Jun 16, 2020, 11:55 am
#786
Join Date: Jul 2009
Location: mostly not far from AMS, otherwise NUE
Programs: FB Silver, Hilton Diamond
Posts: 2,381
Most of the time the clock starts when you learn the flight has been cancelled.
Jun 16, 2020, 11:57 am
#787
Join Date: Sep 2003
Location: MSP
Programs: DL PlatMM, BA and Alaska Emerald, HHonors DIA, Accor, Marriott Titanium, IHG Plat Amb, UA Silver, AA
Posts: 4,516
Jun 16, 2020, 12:26 pm
#788
Join Date: Mar 2010
Location: Arlington, VA
Programs: DL DM, 1.5 MM; AS MVP Gold 100K; HHonors Diamond; AMEX Platinum
Posts: 488
Thanks for the data point. So, since you didn't get your refund in a timely manner, you initiated a chargeback, which was successful? Great news. My issue is that I bought my ticket in December so I can't do a chargeback.... I think the limit is 90 days? So I'll be at the mercy of KLM.
Does anyone know if KLM will extend the November 30th date for rebooked travel? I simply can't travel until late December, job won't allow it. And fares are much higher then. So, might have to go with the refund.
Does anyone know if KLM will extend the November 30th date for rebooked travel? I simply can't travel until late December, job won't allow it. And fares are much higher then. So, might have to go with the refund.
Jun 17, 2020, 6:42 am
#789
Join Date: Jul 2018
Location: Germany
Programs: FB Gold, Sixt Gold
Posts: 62
As another data point, requested a refund on 2 x vouchers today from Air France on FB messenger. After confirming I wanted a monetary refund received the following reply:
Just see how long it takes to go through, they haven't requested bank or CC details as yet. I'll post up once things (hopefully!) work out.
Thanks for your confirmation, Reload. We have requested the refund for both vouchers, the reference number is: XXXXXXXXXX You will receive an email as soon as your file will be handled. Thanks for understanding.
Jun 17, 2020, 8:43 am
#790
Join Date: Apr 2017
Posts: 293
As another data point, requested a refund on 2 x vouchers today from Air France on FB messenger. After confirming I wanted a monetary refund received the following reply:
Just see how long it takes to go through, they haven't requested bank or CC details as yet. I'll post up once things (hopefully!) work out.
Just see how long it takes to go through, they haven't requested bank or CC details as yet. I'll post up once things (hopefully!) work out.
Jun 17, 2020, 10:57 am
#793
Join Date: Jul 2018
Location: Germany
Programs: FB Gold, Sixt Gold
Posts: 62
Jun 17, 2020, 11:06 am
#794
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
I think they are proactively giving preference to higher-tier members... I get an answer fairly quickly-- within 20 minutes but my sister who has no status has been waiting over a week and nothing.
Jun 17, 2020, 12:59 pm
#795
Join Date: Dec 2015
Posts: 186
I don’t know about that. I was still Platinum when I first contacted them back in March, now I’m Gold, and still nothing. And I mean - nothing. No money, no voucher, no option to change flights, no response other than - “due to high volume... it will take multiple weeks... to...do... whatever we feel like doing... once those multiple weeks pass...”