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
Jul 9, 2020, 4:05 am
#841
Join Date: Apr 2020
Posts: 7
I have a September KLM flight which has been cancelled. It is the inbound of a return ticket (already flown the outbound). If I opt for a refund, how does KLM calculate the amount - is it a simple 50% of ticket value? If I opt for a voucher instead, can this be used by anyone on a different route or is it tied to the original ticket holder?
Jul 9, 2020, 5:40 am
#842
Join Date: Nov 2014
Location: FR
Programs: FB Plat
Posts: 299
- No, it will be calculated based on the fare class of this specific leg (check your eticket). If outbound and inbound are on the same class, it should be around 50% of the ticket indeed (more or less depending on the taxes).
- Vouchers are nominative. Only the original ticket holder will be able to use it (on whatever route).
- As usual in these cases, keep in mind that one-way tickets are often considerably more expensive than return tickets. You may prefer to be re-routed to your PoD rather than opting for a voucher and having to buy a one-way ticket by yourself.
- Vouchers are nominative. Only the original ticket holder will be able to use it (on whatever route).
- As usual in these cases, keep in mind that one-way tickets are often considerably more expensive than return tickets. You may prefer to be re-routed to your PoD rather than opting for a voucher and having to buy a one-way ticket by yourself.
Jul 14, 2020, 7:02 am
#844
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
Jul 15, 2020, 9:53 am
#845
Join Date: Apr 2016
Posts: 296
Just called in yesterday for a cancelled AF return trip (ie: already flew the inbound) in May, which was to be YYZ-YUL-CDG-TLS. The roundtrip booking was a steal, so I didn't bother with credits.
Had no problems rebooking it for later this month with a better routing via KLM. Didn't even have to push them, their first offer was the best routing.
They waited on the phone to confirm I received the emailed ticket (just took a minute, but took me an extra minute to verify since it came in French).
Waiting on hold in EST for about 10-15 minutes, but quick and efficient once I got through. As a test, I tried calling the European number (2cents/minute for me), and got a quicker answer.
Had no problems rebooking it for later this month with a better routing via KLM. Didn't even have to push them, their first offer was the best routing.
They waited on the phone to confirm I received the emailed ticket (just took a minute, but took me an extra minute to verify since it came in French).
Waiting on hold in EST for about 10-15 minutes, but quick and efficient once I got through. As a test, I tried calling the European number (2cents/minute for me), and got a quicker answer.
Jul 15, 2020, 12:56 pm
#846
Join Date: Jul 2020
Posts: 2
Hi guys, thought I could ask you all since it looks like we're all dealing with the same.
My flight was canceled by KLM due to Covid, I ended up accepting a voucher since I was hoping to fly with them again, but that's probably never going to happen. Do you guys know if it is possible to request a refund of the voucher that was issued? I already contacted KLM and I received a series of very conflicting and confusing answers, and ultimately they said they couldn't help.
My flight was canceled by KLM due to Covid, I ended up accepting a voucher since I was hoping to fly with them again, but that's probably never going to happen. Do you guys know if it is possible to request a refund of the voucher that was issued? I already contacted KLM and I received a series of very conflicting and confusing answers, and ultimately they said they couldn't help.
Jul 16, 2020, 12:17 pm
#847
Join Date: Dec 2019
Location: GRU/LIS
Programs: FB Platinum, Smiles/GOL Diamond, LATAM Black, ALL Platinum
Posts: 278
Did you guys have troubles while using your vouchers and been granted automatically the 15% bonus when booking through Air France website ?
I plan to fly next Sept '20. Only 2 of my 3 vouchers are accepted, without 15% bonus. The ticket price is higher than the sum of all vouchers. (I will not book through KLM so I cannot compare)
_______
From FAQ AF web site:
"If the price of your new ticket is greater than the value of your voucher, we will add a bonus of up to 15% to the value of your voucher.
To benefit from this offer, use your voucher to purchase a ticket from Air France or KLM before 31 October 2020, for a trip beginning no later than 15 June 2021.
The bonus applies during the purchase a new ticket:
I plan to fly next Sept '20. Only 2 of my 3 vouchers are accepted, without 15% bonus. The ticket price is higher than the sum of all vouchers. (I will not book through KLM so I cannot compare)
_______
From FAQ AF web site:
"If the price of your new ticket is greater than the value of your voucher, we will add a bonus of up to 15% to the value of your voucher.
To benefit from this offer, use your voucher to purchase a ticket from Air France or KLM before 31 October 2020, for a trip beginning no later than 15 June 2021.
The bonus applies during the purchase a new ticket:
- on the vouchers issued as a result of the Covid-19 crisis, in exchange for tickets or options, if your flight was cancelled or if you decided to cancel your trip,
- on the total amount of your vouchers, taxes and surcharges included."
Jul 16, 2020, 2:59 pm
#848
Join Date: Feb 2019
Posts: 102
Hi guys, thought I could ask you all since it looks like we're all dealing with the same.
My flight was canceled by KLM due to Covid, I ended up accepting a voucher since I was hoping to fly with them again, but that's probably never going to happen. Do you guys know if it is possible to request a refund of the voucher that was issued? I already contacted KLM and I received a series of very conflicting and confusing answers, and ultimately they said they couldn't help.
My flight was canceled by KLM due to Covid, I ended up accepting a voucher since I was hoping to fly with them again, but that's probably never going to happen. Do you guys know if it is possible to request a refund of the voucher that was issued? I already contacted KLM and I received a series of very conflicting and confusing answers, and ultimately they said they couldn't help.
Jul 16, 2020, 5:26 pm
#849
Join Date: Mar 2015
Location: Singapore
Programs: IB Platinum *A Gold
Posts: 27
Email this morning to say that my mid Oct flight KL705 (AMS - GIG) has been cancelled so no longer need to worry about a voucher.
I was surprised to see this one being the domino as from all my legs; DUB>AMS, AMS>GIG, SCL > CDG, CDG>DUB, the one that was cancelled is the only one that has operated (and continues to fly) throughout COVID.
I was surprised to see this one being the domino as from all my legs; DUB>AMS, AMS>GIG, SCL > CDG, CDG>DUB, the one that was cancelled is the only one that has operated (and continues to fly) throughout COVID.
Jul 17, 2020, 1:56 am
#850
Join Date: Apr 2017
Posts: 293
Did you guys have troubles while using your vouchers and been granted automatically the 15% bonus when booking through Air France website ?
I plan to fly next Sept '20. Only 2 of my 3 vouchers are accepted, without 15% bonus. The ticket price is higher than the sum of all vouchers. (I will not book through KLM so I cannot compare)
_______
From FAQ AF web site:
"If the price of your new ticket is greater than the value of your voucher, we will add a bonus of up to 15% to the value of your voucher.
To benefit from this offer, use your voucher to purchase a ticket from Air France or KLM before 31 October 2020, for a trip beginning no later than 15 June 2021.
The bonus applies during the purchase a new ticket:
I plan to fly next Sept '20. Only 2 of my 3 vouchers are accepted, without 15% bonus. The ticket price is higher than the sum of all vouchers. (I will not book through KLM so I cannot compare)
_______
From FAQ AF web site:
"If the price of your new ticket is greater than the value of your voucher, we will add a bonus of up to 15% to the value of your voucher.
To benefit from this offer, use your voucher to purchase a ticket from Air France or KLM before 31 October 2020, for a trip beginning no later than 15 June 2021.
The bonus applies during the purchase a new ticket:
- on the vouchers issued as a result of the Covid-19 crisis, in exchange for tickets or options, if your flight was cancelled or if you decided to cancel your trip,
- on the total amount of your vouchers, taxes and surcharges included."
and mines also dont give 15%...
i always call
Jul 18, 2020, 9:01 am
#853
Join Date: Dec 2019
Location: GRU/LIS
Programs: FB Platinum, Smiles/GOL Diamond, LATAM Black, ALL Platinum
Posts: 278
2 phone calls, 4 operators and 2h15 later, vouchers had to be re-issued so as to take into account the +15% bonus. Last guy on the phone was really patient and professional.
I have a third voucher to use and surely entitled to same regularization routine.
Jul 21, 2020, 9:09 pm
#854
Join Date: Oct 2014
Location: SoCal
Programs: LH, DL
Posts: 133
Jul 24, 2020, 2:51 pm
#855
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: 4,515
Same message for me on a KLM refund request; now I'm hoping to get it sooner than the promised 2-3 months! Wish me luck. I'll reply back here with my results.