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
Mar 14, 2020, 5:55 am
#106
Moderator: Flying Blue (Air France & KLM), France and TravelBuzz!
Join Date: Jan 2001
Location: Paris, France, AF F+ Rouge pour toujours, Flying Blue whatever, LH FTL, HHonors Gold, formerly proud SCC Executive, now IC Ambassador, BA down to nobody, Grand Voyageur Le Club
Posts: 12,403
I just cancelled a ticket for a flight to BKO by calling the Club line. As my ticket was refundable, although with a penalty, I was granted a full refund, because AF waived the penalty. They could not waive the Eur 1.00 service charge, but that is fine with me 
. The wait to reach an agent was under 3mn and the cancellation process took about the same time. I have received by e-mail the cancellation and refund documents and will now wait to see the credit on my visa card.
All in all, a pleasant and seamless experience
.
. The wait to reach an agent was under 3mn and the cancellation process took about the same time. I have received by e-mail the cancellation and refund documents and will now wait to see the credit on my visa card.All in all, a pleasant and seamless experience
.
Mar 14, 2020, 6:16 am
#107
Join Date: Dec 2012
Location: AMS
Programs: AF/KL Flying Blue Platinum, TK Star Alliance Gold
Posts: 172
Uhm... Nope.
Unfortunately, you are not entitled to compensation based on the EU Regulation 261/2004. Cancellation of flights due to the Coronavirus is considered an extraordinary circumstance, which exempts airlines from paying compensation.
Unfortunately, you are not entitled to compensation based on the EU Regulation 261/2004. Cancellation of flights due to the Coronavirus is considered an extraordinary circumstance, which exempts airlines from paying compensation.
Mar 14, 2020, 6:41 am
#108
Join Date: Jan 2012
Location: Exeter, UK
Programs: BA Gold. Flying Blue Gold. Hilton Gold, Accor Gold, IHG Plat AMB, Radisson Gold, Marriott Gold
Posts: 220
You can understand why they're fighting tooth and nail to hang on to the cash they have though.
Mar 14, 2020, 7:08 am
#109
Join Date: Feb 2017
Location: SE England
Programs: AF-KL Platinum, ALL Platinum
Posts: 755
https://www.headforpoints.com/2020/0...o-coronavirus/
Refund on a BA based article. What to make of it for KL?
Refund on a BA based article. What to make of it for KL?
Mar 14, 2020, 7:57 am
#110
Join Date: Aug 2006
Location: ZRH, MNL
Programs: FB Gold
Posts: 973
EMD
Mar 14, 2020, 8:26 am
#111
Join Date: Jul 2009
Location: mostly not far from AMS, otherwise NUE
Programs: FB Silver, Hilton Diamond
Posts: 2,380
Great, we're in agreement, because I mentioned a refund :-)
Mar 14, 2020, 10:58 am
#112
Join Date: Jun 2015
Location: LBA
Programs: KLM FB Gold, LH M&M
Posts: 454
I can also report a good experience with the AF/KLM call centre when cancelling a trip to Italy, due next week on AF.
I received an EMD email very soon after my call.
Call wait was very short. However, this was Monday last week before the US restrictions came out and things exploded.
The call centre staff deserve a lot of credit for their work in helping people through this unique situation for the airline industry.
I received an EMD email very soon after my call.
Call wait was very short. However, this was Monday last week before the US restrictions came out and things exploded.
The call centre staff deserve a lot of credit for their work in helping people through this unique situation for the airline industry.
Mar 14, 2020, 4:13 pm
#114
Join Date: Mar 2020
Posts: 43
Wow, it is not good!
If the ticket issued date is 01. June 2019 and I want to cancel it I will get a voucher valid to 01.June 2020 only ?
Mar 14, 2020, 5:30 pm
#115
Join Date: Mar 2020
Posts: 3
Booked through agency?
So I booked my trip for 6 of us almost 9 months ago.
a few weeks ago, I was told from my agent that my flight is non refundable and also can’t get credit for future travel.
however with the new policy from Air France, would I have options now? Even if I can have credit to use within a year?
would i Have better luck if i contact Air France directly to make a plea?
travel is supposed to be 21/3/20
a few weeks ago, I was told from my agent that my flight is non refundable and also can’t get credit for future travel.
however with the new policy from Air France, would I have options now? Even if I can have credit to use within a year?
would i Have better luck if i contact Air France directly to make a plea?
travel is supposed to be 21/3/20
Mar 14, 2020, 9:51 pm
#116
FlyerTalk Evangelist
Join Date: Jul 2006
Location: Hong Kong, France
Programs: FB , BA Gold
Posts: 15,552
So I booked my trip for 6 of us almost 9 months ago.
a few weeks ago, I was told from my agent that my flight is non refundable and also can’t get credit for future travel.
however with the new policy from Air France, would I have options now? Even if I can have credit to use within a year?
would i Have better luck if i contact Air France directly to make a plea?
travel is supposed to be 21/3/20
a few weeks ago, I was told from my agent that my flight is non refundable and also can’t get credit for future travel.
however with the new policy from Air France, would I have options now? Even if I can have credit to use within a year?
would i Have better luck if i contact Air France directly to make a plea?
travel is supposed to be 21/3/20
Like other airlines, Waiver policy changes rapidly.
AF current policy for non-refundable tickets is that you can get a voucher for future travel. You have to book the flights within a year.
Pleading with AF will not make them change their policy.
AF has been cancelling en masse.
As booked pax cancel or postpone travel, they have incentive to cancel even more flights. If one of your flight is cancelled, then you would be able to get full cash refund (minus any TA fee).
Airlines are playing a bit of cat and mouse game. If the airline cancels the flight they have to pay cash. If you do ,they give you a voucher for future travel. On many airline forums, people advise to wait to take advantage of cash.
Last edited by brunos; Mar 14, 2020 at 10:02 pm
Mar 14, 2020, 11:21 pm
#117
Join Date: Sep 2015
Programs: Flying Blue, Miles & Smiles
Posts: 467
AF has been cancelling en masse.
As booked pax cancel or postpone travel, they have incentive to cancel even more flights. If one of your flight is cancelled, then you would be able to get full cash refund (minus any TA fee).
Airlines are playing a bit of cat and mouse game. If the airline cancels the flight they have to pay cash. If you do ,they give you a voucher for future travel. On many airline forums, people advise to wait to take advantage of cash.
They did confirm what you said - if your flight is cancelled you can get a cash refund.
Mar 15, 2020, 12:15 am
#118
Join Date: Mar 2020
Posts: 3
Thank you Brunos
helpful information and I am keeping my fingers crossed
helpful information and I am keeping my fingers crossed
Like other airlines, Waiver policy changes rapidly.
AF current policy for non-refundable tickets is that you can get a voucher for future travel. You have to book the flights within a year.
Pleading with AF will not make them change their policy.
AF has been cancelling en masse.
As booked pax cancel or postpone travel, they have incentive to cancel even more flights. If one of your flight is cancelled, then you would be able to get full cash refund (minus any TA fee).
Airlines are playing a bit of cat and mouse game. If the airline cancels the flight they have to pay cash. If you do ,they give you a voucher for future travel. On many airline forums, people advise to wait to take advantage of cash.
AF current policy for non-refundable tickets is that you can get a voucher for future travel. You have to book the flights within a year.
Pleading with AF will not make them change their policy.
AF has been cancelling en masse.
As booked pax cancel or postpone travel, they have incentive to cancel even more flights. If one of your flight is cancelled, then you would be able to get full cash refund (minus any TA fee).
Airlines are playing a bit of cat and mouse game. If the airline cancels the flight they have to pay cash. If you do ,they give you a voucher for future travel. On many airline forums, people advise to wait to take advantage of cash.
Mar 15, 2020, 12:44 am
#119
Join Date: Jul 2018
Location: Germany
Programs: FB Gold, Sixt Gold
Posts: 62
No, it is one year from issue date of voucher, nothing to do with ticket issue date
Mar 15, 2020, 3:02 am
#120
Join Date: Mar 2020
Posts: 3
So I have a long haul flight from Australia to Europe. one of my flights (Paris to Italy) was cancelled and re-routed. Does this mean that I could possibly get a refund for the entire trip due to that cancellation? Or just for that cancelled trip?