mikem004

It seems that it would have been quicker for me to cancel via phone, and ignore the online form!

Carpacchio

Yes - best to call them.I had 2 vouchers pending for 3 weeks (after online refund demand on AF website), and when I called yesterday they arrived in my email after 5 mins.

mikem004

It is particularly annoying, because KLM's advice is to use the self-service option. Rather than contact their call centres.

bostontraveler

Have you tried their Twitter team? Worth a shot.

SouthWesterner

Yes, definitely better to call. When calling, I've obtained the voucher immediately (whilst still on the line with the agent). By contrast, the one request that I submitted online (on 1 April) led to me receiving nothing further until 20 April - when I got an email that simply said my voucher request had been submitted. Still waiting for the actual voucher!

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!

Goldorak

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).

brunos

Same for me.

eventualpilot

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?

mikem004

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.

irishguy28

The 12 countries are: Belgium, Bulgaria, Cyprus, Czechia, Greece, France, Ireland, Latvia, Malta, The Netherlands, Poland and Portugal.

https://www.permanentrepresentations...onverteerd.pdf

mfkne

Interesting order of priorities at the end: First allow vouchers, then let's discuss how we can protect them against bankruptcy.

bostontraveler

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.

LH757

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?

lkar

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.

diburning

File a DOT complaint, and dispute the charge with your credit card company if you're still able to.