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
Nov 24, 2020, 2:35 am
#976
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: 1,044
I wish that were the case, but it hasn't worked that way for me. I cancelled a ticket under the 24 hour Risk-Free Cancellation policy last week and the refund hasn't processed yet. It's definitely not automated, and I don't expect to see my refund back anytime soon.
You might think that the 24 hour Risk-Free Cancellation would somehow be given priority, but it doesn't work out that way.
You might think that the 24 hour Risk-Free Cancellation would somehow be given priority, but it doesn't work out that way.
Nov 25, 2020, 12:41 am
#978
Suspended
Join Date: Sep 2013
Location: Mexico City
Programs: Life Miles, Miles and more
Posts: 518
I'm not sure there is any automation going on and suspect some people are just lucky.
As another data point I requested a refund on 26th September from Air France for a cancelled flight, and nothing received yet. I contacted them and they simply told me they can see the refund and been requested and I should just wait, it could be some time. I suppose it may also depend which country website you booked on, I booked on Air France Mexico as my flight originated there, so had to request the refund through there as well.
As another data point I requested a refund on 26th September from Air France for a cancelled flight, and nothing received yet. I contacted them and they simply told me they can see the refund and been requested and I should just wait, it could be some time. I suppose it may also depend which country website you booked on, I booked on Air France Mexico as my flight originated there, so had to request the refund through there as well.
Nov 26, 2020, 7:50 pm
#979
Join Date: Jan 2008
Location: KATL
Programs: DL DM/2MM
Posts: 2,034
So some good news today on my KLM voucher request. I first attempted to contact the Twitter team to ask them for help issuing a voucher immediately, and I was told that it would take several more weeks and that there was no way to speed up the process.
Today I called the general customer service line and got an agent pretty quickly. She put me on hold while she immediately processed the voucher. I then attempted to book the new itinerary online, but encountered a website error which instructed me to call the customer service line. I'm pretty sure I got the same exact agent, and she was able to apply the voucher ( there was about a $10 difference in fare which I paid with a CC) and ticket it again immediately.
The first call took 8 minutes total. The second one 6.5. Not bad really!
It was probably a good day to call given the holiday.
Today I called the general customer service line and got an agent pretty quickly. She put me on hold while she immediately processed the voucher. I then attempted to book the new itinerary online, but encountered a website error which instructed me to call the customer service line. I'm pretty sure I got the same exact agent, and she was able to apply the voucher ( there was about a $10 difference in fare which I paid with a CC) and ticket it again immediately.
The first call took 8 minutes total. The second one 6.5. Not bad really!
It was probably a good day to call given the holiday.
Dec 1, 2020, 2:06 pm
#980
Join Date: Nov 2008
Programs: Flying Blue, Diamond Club
Posts: 782
Maybe it was already asked before, so be lenient!
A January 2021 flight has just been cancelled by KLM, for a trip directly booked through KLM or AF.
Initial trip was supposed to occur in September 2020. I decided to rebook it (with a fare increase) for January due to personal circumstances.
Of course, KL is now suggesting a date change, a voucher or full refund. I want to choose the latter.
The simple question:
Will AF/KL refund me the intitial tickets amount paid plus the fare difference (paid in September); or just the initial tickets fare?
A January 2021 flight has just been cancelled by KLM, for a trip directly booked through KLM or AF.
Initial trip was supposed to occur in September 2020. I decided to rebook it (with a fare increase) for January due to personal circumstances.
Of course, KL is now suggesting a date change, a voucher or full refund. I want to choose the latter.
The simple question:
Will AF/KL refund me the intitial tickets amount paid plus the fare difference (paid in September); or just the initial tickets fare?
Dec 1, 2020, 2:53 pm
#981
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,918
Maybe it was already asked before, so be lenient!
A January 2021 flight has just been cancelled by KLM, for a trip directly booked through KLM or AF.
Initial trip was supposed to occur in September 2020. I decided to rebook it (with a fare increase) for January due to personal circumstances.
Of course, KL is now suggesting a date change, a voucher or full refund. I want to choose the latter.
The simple question:
Will AF/KL refund me the intitial tickets amount paid plus the fare difference (paid in September); or just the initial tickets fare?
A January 2021 flight has just been cancelled by KLM, for a trip directly booked through KLM or AF.
Initial trip was supposed to occur in September 2020. I decided to rebook it (with a fare increase) for January due to personal circumstances.
Of course, KL is now suggesting a date change, a voucher or full refund. I want to choose the latter.
The simple question:
Will AF/KL refund me the intitial tickets amount paid plus the fare difference (paid in September); or just the initial tickets fare?
Dec 5, 2020, 6:34 am
#982
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,042
Maybe it was already asked before, so be lenient!
A January 2021 flight has just been cancelled by KLM, for a trip directly booked through KLM or AF.
Initial trip was supposed to occur in September 2020. I decided to rebook it (with a fare increase) for January due to personal circumstances.
Of course, KL is now suggesting a date change, a voucher or full refund. I want to choose the latter.
The simple question:
Will AF/KL refund me the intitial tickets amount paid plus the fare difference (paid in September); or just the initial tickets fare?
A January 2021 flight has just been cancelled by KLM, for a trip directly booked through KLM or AF.
Initial trip was supposed to occur in September 2020. I decided to rebook it (with a fare increase) for January due to personal circumstances.
Of course, KL is now suggesting a date change, a voucher or full refund. I want to choose the latter.
The simple question:
Will AF/KL refund me the intitial tickets amount paid plus the fare difference (paid in September); or just the initial tickets fare?
Dec 5, 2020, 9:21 am
#983
Moderator: Aegean Miles+Bonus
Join Date: Oct 2009
Location: AMS / ATH
Programs: AFKL Plat, A3 Gold
Posts: 7,339
I had a KLM flight canceled that I purchased for 141 euro + 10 euro booking fees. Requested a refund and received a voucher of 141 euro. Asked why the booking fee was not refunded (since they canceled the flight) and was told that, when the voucher would be used, the booking fee would not be charged.
However how does that work if you book the flight on the AF website, where it doesnt charge booking fees anyway? Or what if you use the voucher for multiple bookings on the KL website - do you then not pay the booking fee for each booking?
I find it a little weird that when they charged me 151 euro, they only give out a voucher for 141. Is this common?
However how does that work if you book the flight on the AF website, where it doesnt charge booking fees anyway? Or what if you use the voucher for multiple bookings on the KL website - do you then not pay the booking fee for each booking?
I find it a little weird that when they charged me 151 euro, they only give out a voucher for 141. Is this common?
Dec 5, 2020, 10:28 am
#984
Join Date: Dec 2015
Programs: FB platinum
Posts: 376
I had a MR planned for november, which I pushed back to December, and now 5 out of my 6 flights are cancelled. I called the platinum line, canceled it and got refunded on my Amex (since the flights are cancelled) in less than 48 hours, which is very quick 
Dec 5, 2020, 11:30 am
#985
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,918
I had a KLM flight canceled that I purchased for 141 euro + 10 euro booking fees. Requested a refund and received a voucher of 141 euro. Asked why the booking fee was not refunded (since they canceled the flight) and was told that, when the voucher would be used, the booking fee would not be charged.
However how does that work if you book the flight on the AF website, where it doesnt charge booking fees anyway? Or what if you use the voucher for multiple bookings on the KL website - do you then not pay the booking fee for each booking?
I find it a little weird that when they charged me 151 euro, they only give out a voucher for 141. Is this common?
However how does that work if you book the flight on the AF website, where it doesnt charge booking fees anyway? Or what if you use the voucher for multiple bookings on the KL website - do you then not pay the booking fee for each booking?
I find it a little weird that when they charged me 151 euro, they only give out a voucher for 141. Is this common?
Dec 6, 2020, 1:35 am
#986
Join Date: Jun 2020
Programs: FlyingBlue
Posts: 2,423
Not sure if that’s normal/legal behavior, but that is what they do.
Dec 6, 2020, 1:57 am
#987
Join Date: Jan 2015
Location: NCE
Programs: FB Ultimate - BA EC - LH M&M - Accor All Gold
Posts: 267
Dec 6, 2020, 2:53 am
#988
Moderator: Aegean Miles+Bonus
Join Date: Oct 2009
Location: AMS / ATH
Programs: AFKL Plat, A3 Gold
Posts: 7,339
So what happens when you use such voucher then? The agent told me that I would not be paying the booking fees when using a voucher. Somehow I doubt that it would work, but who knows. Any experiences?