Apr 6, 20, 8:58 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 23, 20, 5:22 am
#301
Join Date: Jun 2015
Location: LBA
Programs: KLM FB Silver, LH M&M
Posts: 430
Apr 23, 20, 10:54 am
#303
Join Date: Jun 2015
Location: LBA
Programs: KLM FB Silver, LH M&M
Posts: 430
It is particularly annoying, because KLM's advice is to use the self-service option. Rather than contact their call centres.
Apr 23, 20, 10:59 am
#304
Original Poster
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,610
Apr 23, 20, 1:03 pm
#305
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: 219
I've found that any 'change' left over from a voucher also needs chasing up. Never heard anything about the residual amount on the first voucher I used, until I called up.
Frustrating really, as I'd rather not clog the phone lines up asking for vouchers!
Apr 23, 20, 1:57 pm
#306
FlyerTalk Evangelist
Join Date: Aug 2009
Location: Paris, France
Programs: AF/KL Flying Blue Platinum for life/Club2000 Ultimate, Accor ALL Diamond
Posts: 21,295
for me it took 30 sec every time (to claim for the voucher, a link was included in the sms and email received about flight cancellation. Those were all direct AF bookings, no 3rd parties).
Apr 23, 20, 11:55 pm
#307
FlyerTalk Evangelist
Join Date: Jul 2006
Location: Hong Kong, France
Programs: FB , BA Gold
Posts: 15,260
Apr 27, 20, 12:42 pm
#308
Join Date: Sep 2013
Posts: 23
I received an email from Air France on April 16 that my MAN to CDG flight on May 18 was cancelled. Logged into the Air France website that same day (April 16) and requested a refund back to my credit card as the flight was cancelled by the airline. I received an email (also same day after requesting refund) that the sales and service center is experiencing longer than usual wait times.
Since then I have not received any additional information regarding my refund or even an initial email confirming that a refund is in process. Should I reach out via phone?
Since then I have not received any additional information regarding my refund or even an initial email confirming that a refund is in process. Should I reach out via phone?
Apr 28, 20, 9:41 am
#309
Join Date: Jun 2015
Location: LBA
Programs: KLM FB Silver, LH M&M
Posts: 430
It is nearly 4 weeks since I applied for my voucher from KLM and I still have not received the voucher by email.
The KLM web site claims that you can look up the status of your voucher request, but no details at all were shown for my request!
So I called the number on my FB Gold card. They sent me to AF/KLM, where I held on the phone for 20 mins while an agent created an EMD receipt and emailed it to me.
As others had noted, you may need to chase AF/KLM up for. Even if like me you opted for a voucher, thinking that this would be the most straightforward option.
The KLM web site claims that you can look up the status of your voucher request, but no details at all were shown for my request!
So I called the number on my FB Gold card. They sent me to AF/KLM, where I held on the phone for 20 mins while an agent created an EMD receipt and emailed it to me.
As others had noted, you may need to chase AF/KLM up for. Even if like me you opted for a voucher, thinking that this would be the most straightforward option.
Apr 29, 20, 7:34 am
#310
FlyerTalk Evangelist
Join Date: Mar 2008
Location: Netherlands
Programs: KL Platinum; A3 Gold
Posts: 28,155
Originally Posted by Euronews
A dozen EU states will today call on Brussels to temporarily suspend a European law granting refunds for cancelled flights, Euronews understands.
France and the Netherlands will spearhead the push, which is expected to come during a meeting of European transport ministers.
France and the Netherlands will spearhead the push, which is expected to come during a meeting of European transport ministers.
https://www.permanentrepresentations...onverteerd.pdf
Apr 29, 20, 10:53 am
#312
Original Poster
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,610
Funny how in all my communications with AF they have basically lied- saying that they were in full compliance with current regulations-- citing the "ordonnance" as proof that they could issue vouchers.
What a textbook case of a lack of ethics.
What a textbook case of a lack of ethics.
May 5, 20, 10:53 am
#313
Join Date: Apr 2009
Programs: KL-AF FB Elite Plus, LH M&M, BA, SQ, HHonors, etc.
Posts: 269
Received EMD voucher, but was erroneously issued as non refundable for a cancelled flight:
NON REFUNDABLE NON TRANSFERABLE VALID FOR 1 YEAR ON AF KL DL VS KQ ONLY
Informed KL on the discrepancy and EMD reissued with comment:
THIS IS YOUR TRAVEL VOUCHER. VALID 12 MONTHS FOR AF/KL/DL/VS/KQ FARES*
COVID-19
Does not mention anywhere refundable after 12 months.
Any one had a similar experience?
NON REFUNDABLE NON TRANSFERABLE VALID FOR 1 YEAR ON AF KL DL VS KQ ONLY
Informed KL on the discrepancy and EMD reissued with comment:
THIS IS YOUR TRAVEL VOUCHER. VALID 12 MONTHS FOR AF/KL/DL/VS/KQ FARES*
COVID-19
Does not mention anywhere refundable after 12 months.
Any one had a similar experience?
Last edited by LH757; May 5, 20 at 2:09 pm
May 5, 20, 12:33 pm
#314
Join Date: Nov 2007
Location: PHX
Posts: 4,771
I received an email from Air France on April 16 that my MAN to CDG flight on May 18 was cancelled. Logged into the Air France website that same day (April 16) and requested a refund back to my credit card as the flight was cancelled by the airline. I received an email (also same day after requesting refund) that the sales and service center is experiencing longer than usual wait times.
Since then I have not received any additional information regarding my refund or even an initial email confirming that a refund is in process. Should I reach out via phone?
Since then I have not received any additional information regarding my refund or even an initial email confirming that a refund is in process. Should I reach out via phone?
They are just giving everyone the run around. I had fully refundable tickets. I submitted the refund form online in March. I got the e-mail that said they were too busy. I heard nothing for a while and called around March 25 or so. It took about an hour but the agent finally agreed that the ticket conditions allowed me to refund. A week or so later, I got an e-mail responding to my online request telling me I could have a voucher. I responded that my tickets were fully refundable, this wasn't a cancellation related to COVID, and their own policies make clear I get a refund for refundable tickets. I also noted that a phone agent had already agreed to give me a refund but that they had not issued it yet.
About two weeks ago I got another e-mail responding to my early April email informing me that since AF had not yet cancelled the flight, I was only entitled to a refund of the taxes and I would have to wait to see if AF cancelled the flight. I responded that (a) I had already cancelled the ticket, (b) I had already been promised a refund by the phone agent in March, and (c) that this was not a COVID related situation but that my ticket was a fully flexible refundable ticket.
Nothing.
I am a very small sample size but my experience suggests that there's really no overriding plan here by AF other than to hold on to cash as best they can and to say whatever they need to say to do so and worry about it later.
May 5, 20, 12:37 pm
#315
Join Date: Jun 2012
Location: New England
Programs: Delta Plat, United Gold, American Gold, Wyndham Gold, Hyatt Explorist, Marriott Gold, Hilton Silver
Posts: 5,500
It can't hurt to reach out by phone but I suspect it is not going to help either.
They are just giving everyone the run around. I had fully refundable tickets. I submitted the refund form online in March. I got the e-mail that said they were too busy. I heard nothing for a while and called around March 25 or so. It took about an hour but the agent finally agreed that the ticket conditions allowed me to refund. A week or so later, I got an e-mail responding to my online request telling me I could have a voucher. I responded that my tickets were fully refundable, this wasn't a cancellation related to COVID, and their own policies make clear I get a refund for refundable tickets. I also noted that a phone agent had already agreed to give me a refund but that they had not issued it yet.
About two weeks ago I got another e-mail responding to my early April email informing me that since AF had not yet cancelled the flight, I was only entitled to a refund of the taxes and I would have to wait to see if AF cancelled the flight. I responded that (a) I had already cancelled the ticket, (b) I had already been promised a refund by the phone agent in March, and (c) that this was not a COVID related situation but that my ticket was a fully flexible refundable ticket.
Nothing.
I am a very small sample size but my experience suggests that there's really no overriding plan here by AF other than to hold on to cash as best they can and to say whatever they need to say to do so and worry about it later.
They are just giving everyone the run around. I had fully refundable tickets. I submitted the refund form online in March. I got the e-mail that said they were too busy. I heard nothing for a while and called around March 25 or so. It took about an hour but the agent finally agreed that the ticket conditions allowed me to refund. A week or so later, I got an e-mail responding to my online request telling me I could have a voucher. I responded that my tickets were fully refundable, this wasn't a cancellation related to COVID, and their own policies make clear I get a refund for refundable tickets. I also noted that a phone agent had already agreed to give me a refund but that they had not issued it yet.
About two weeks ago I got another e-mail responding to my early April email informing me that since AF had not yet cancelled the flight, I was only entitled to a refund of the taxes and I would have to wait to see if AF cancelled the flight. I responded that (a) I had already cancelled the ticket, (b) I had already been promised a refund by the phone agent in March, and (c) that this was not a COVID related situation but that my ticket was a fully flexible refundable ticket.
Nothing.
I am a very small sample size but my experience suggests that there's really no overriding plan here by AF other than to hold on to cash as best they can and to say whatever they need to say to do so and worry about it later.
