Apr 6, 2020, 7:58 am
Last edit by: seawolf
European Commission EC261/2004 guidelines in context of COVD-19 dated 18 MAR 2020
US DoT Enforcement Notice regarding refunds dated 3 APR 2020.
US DoT Enforcement Notice regarding refunds dated 3 APR 2020.
COVID-19: refund provided as voucher (for non refundable fares)
Apr 2, 2020, 7:03 am
#166
Join Date: Dec 2009
Location: Lima, Peru
Posts: 5
As mentioned in an earlier post here, the EU issued this document concerning airline cancellations on 18 March 2020. I had booked a trip which KLM cancelled. I was offered the voucher option, and when I quoted from the EU document:
The full document can be found here: https://ec.europa.eu/transport/sites...0201830_en.pdf
"3.2. Right to reimbursement or re-routing In the case of a flight cancellation by the airlines (no matter what the cause is), Article 5 obliges the operating air carrier to offer the passengers the choice among: a) reimbursement (refund); b) re-routing at the earliest opportunity, or c) re-routing at a later date at the passenger's convenience."
The KLM agent immediately offered to process a refund. Unfortunately, the refund will take up to four weeks.The full document can be found here: https://ec.europa.eu/transport/sites...0201830_en.pdf
Last edited by tewligan; Apr 2, 2020 at 7:08 am Reason: Added link to EU document.
Apr 2, 2020, 7:20 am
#167
Join Date: Jun 2015
Location: LBA
Programs: KLM FB Gold, LH M&M
Posts: 454
They must be manually checking the forms. Not very efficient.
I may just leave it for a couple of weeks. The call centre may not be quite so busy by then.
Apr 2, 2020, 9:20 am
#168
Join Date: Jul 2001
Programs: FlyingBlue (Platinum); AA (Executive Plat); BAEC (Silver), SPG (Platinum); Hilton (Diamond)
Posts: 698
EC continues to make clear that forced vouchers are NOT acceptable or compatible with current law.
https://nltimes.nl/2020/04/02/eu-blo...nceled-flights
https://nltimes.nl/2020/04/02/eu-blo...nceled-flights
Apr 2, 2020, 10:42 am
#169
Join Date: May 2015
Location: RBA / TBS
Programs: AF Gold / Accor Gold / Hilton Diamond / TP Silver / A3 Gold
Posts: 2,744
Apr 3, 2020, 2:23 am
#171
Join Date: Apr 2017
Posts: 293
so finally received my 1st voucher after one week calling plat line ams... still waiting for 6 vouchers hahaha
Apr 3, 2020, 2:30 am
#172
Join Date: Dec 2017
Programs: Flying Blue Platinum
Posts: 223
Really? I cancelled 3 weekend trips early March and I received the voucher details by email within an hour. This was all done via the platinum telephone service.
Apr 3, 2020, 2:34 am
#173
Join Date: Apr 2017
Posts: 293
early march was another world ..... everything was smooth... i even travelled to london 14 march... another world
Apr 3, 2020, 2:53 am
#174
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 later discovered that the voucher was non-refundable. I have been trying for almost 10 days now to have it corrected to a refundable voucher but with no luck. Only replies received so far were from the KLM twitter service who is basically telling me BS... as they are telling me that my ticket was non-refundable, therefore my voucher is non-refundable.
KLM acknowledges that they will not respect their own rules and the law. I will go to the supermarket today, fill up my cart and leave without paying, mentioning extraordinary circumstances. Let's see how that will work out...
Apr 3, 2020, 6:33 am
#176
Join Date: Mar 2015
Location: GVA
Programs: A3 *G, LX *G, AF *S
Posts: 761
Had the same experience: I asked for a refund via the online request, stating that the Airline cancelled the flight.
The response came back via email saying that they can only offer a non-refundable voucher (which is incorrect, as in that case they would offer at least a refundable voucher).
I wrote back stating that I have the right for full refund if the airline cancels. Let's see what they come back with.
The response came back via email saying that they can only offer a non-refundable voucher (which is incorrect, as in that case they would offer at least a refundable voucher).
I wrote back stating that I have the right for full refund if the airline cancels. Let's see what they come back with.
Apr 3, 2020, 6:36 am
#177
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
They want you to respond and argue about it as they keep the cash while you are arguing.
As soon as you receive the notice that you are being denied a reimbursement (refund), initiate a chargeback with your credit card issuer (bank). Provide a copy of the e-ticket receipt, the cancellation and the denial of reimbursement (refund).
As soon as you receive the notice that you are being denied a reimbursement (refund), initiate a chargeback with your credit card issuer (bank). Provide a copy of the e-ticket receipt, the cancellation and the denial of reimbursement (refund).
Apr 3, 2020, 6:48 am
#178
Original Poster
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
They want you to respond and argue about it as they keep the cash while you are arguing.
As soon as you receive the notice that you are being denied a reimbursement (refund), initiate a chargeback with your credit card issuer (bank). Provide a copy of the e-ticket receipt, the cancellation and the denial of reimbursement (refund).
As soon as you receive the notice that you are being denied a reimbursement (refund), initiate a chargeback with your credit card issuer (bank). Provide a copy of the e-ticket receipt, the cancellation and the denial of reimbursement (refund).
Apr 3, 2020, 8:50 am
#179
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
This COVID-19 situation is clearly showing which companies respect the law and the ones who do not.
Apr 3, 2020, 10:14 am
#180
Join Date: Mar 2006
Location: Paris
Posts: 1,301
Considering the situation, do you think AF will loosen the rules regarding use of the vouchers?
As an exemple, now you can't use a voucher to pay for taxes on a reward flight. Seeing how this should be cash and it's not, it would be fair of them to allow it.
Same thing regarding number of vouchers usable on the same reservation (2 max on the website right now).
As an exemple, now you can't use a voucher to pay for taxes on a reward flight. Seeing how this should be cash and it's not, it would be fair of them to allow it.
Same thing regarding number of vouchers usable on the same reservation (2 max on the website right now).