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 17, 2020, 1:28 pm
#796
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 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...”
All of this “it’s going to take weeks, months” is basically shifting the burden- once again- back on the customer. They have their state assistance AND they have the vast majority of the funds sitting in the form of vouchers- much of which will never be used and turn into pure profit. It’s totally outrageous.
Jun 17, 2020, 2:39 pm
#797
Join Date: Dec 2015
Posts: 186
I have been lucky.i guess. One thing you can do is file a formal complaint. They do respond to those. Or they did...
All of this “it’s going to take weeks, months” is basically shifting the burden- once again- back on the customer. They have their state assistance AND they have the vast majority of the funds sitting in the form of vouchers- much of which will never be used and turn into pure profit. It’s totally outrageous.
All of this “it’s going to take weeks, months” is basically shifting the burden- once again- back on the customer. They have their state assistance AND they have the vast majority of the funds sitting in the form of vouchers- much of which will never be used and turn into pure profit. It’s totally outrageous.
I rebooked my flight to mid August... got the e-ticket e-mailed just fine... and now when trying to access the booking on my FB account I get the message that the booking is no longer valid... because I “have requested a refund”.... and this “can take multiple weeks... etc... etc...”
Hah! I officially give up...
Is the booking valid? I don’t know. Am I still getting a voucher? I don’t know. Am I getting money? I highly doubt it. If they don’t cancel and the flight in the meantime... am I gonna turn up at the airport and expect to fly? Yes!
Jun 18, 2020, 5:36 am
#799
Join Date: May 2010
Programs: Delta Silver, HH Gold, Accor Gold, IHG Platinum
Posts: 5,340
Note: KLM has withdrawn the separate policies for China, South-Korea, Israel and the US, screwing over some customers. E.g. for China and South Korea, also voluntary cancellations were eligible for a full refund for flights until 31 August.
Jun 19, 2020, 9:14 am
#803
Join Date: Jul 2018
Location: Germany
Programs: FB Gold, Sixt Gold
Posts: 62
Received the email today from Air France confirming the refund to my Credit Card which should happen in the next few days. So 2 days flash to bang. If course, these paths are never completely smooth as they have refunded in GBP to a EUR card with the original payment in EUR. I sent them a message on FB messenger, as with conversion rates / fees etc ( theirs and the CC) I will likely be a couple of hundred EUR down. They have replied (within 5 minutes) that the GBP payment was their error and to inform them how much I'm short when the payment goes in, they will make up any shortfall. Overall I'm pleased how quick and (relatively) painless its been, thumbs up to AF for their efforts overall.
Jun 19, 2020, 11:42 am
#804
Join Date: Jun 2002
Location: New York, NY
Posts: 1,589
Has anyone been in the following situation: after a long back and forth with AF, they finally agreed to refund two of my tickets (I told them that I would have taken vouchers but whatever, their decision), but in order to refund me they made two reimbursement requests, each of them confirmed by a 12-digit id (the first 8 digits are the request date and then 4 more digits). They said that the refund would take "a few weeks", and they did not tell me exactly how much would be refunded.
I have now been waiting for two weeks and no refund is showing on my card. What would you do next? Call again? Write again? Go to the credit card company (AmEx)? Go to the Department of Transportation (I live in the USA)? Thanks for your help. Overall It has been about 6 weeks since I started asking for my money back: first a refund request, then a claim, then calls... it is a lot of work. And I have to say they have done everything they can to delay the process.
I have now been waiting for two weeks and no refund is showing on my card. What would you do next? Call again? Write again? Go to the credit card company (AmEx)? Go to the Department of Transportation (I live in the USA)? Thanks for your help. Overall It has been about 6 weeks since I started asking for my money back: first a refund request, then a claim, then calls... it is a lot of work. And I have to say they have done everything they can to delay the process.
Jun 19, 2020, 11:48 am
#805
Join Date: Jul 2006
Programs: DL DM/MM
Posts: 2,270
So is KL just not going to refund impacted pax to/from the US?
Jun 19, 2020, 11:50 am
#806
Join Date: May 2010
Programs: Delta Silver, HH Gold, Accor Gold, IHG Platinum
Posts: 5,340
Jun 19, 2020, 1:42 pm
#807
Join Date: Jul 2006
Programs: DL DM/MM
Posts: 2,270
I'm trying to find the link/tab for the global exception policy that previously existed for flights to/from the US. I only see an exception policy for Colombia.