FlyerTalk Forums - KLM and death

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My father in law died and this means I need to change some of my upcoming BA and KLM travel plans. I first called BA and they said they would waive all change fees and fare difference to change to another date on the same routing (the ticket was no-changes, nonrefundable ticket) for up to 12 months from original date of travel.

I called KLM and the KLM phone agent said that she would not offer anything except a cancellation of the reservation and a refund of only the taxes. Does this sound like the KLM policy?

Quote:

Originally Posted by Buster CT1K (Post 29817646)

My condolences first, then

This seems to be a typical case to handle with your travel insurance company and not the airline.
Changes, do it with the airlines. You can change whatever you want
The forthcoming additional fees, your financial loss, additional expenses... > claim with travel insurance.

Quote:

Originally Posted by Buster CT1K (Post 29817646)

I called KLM and the KLM phone agent said that she would not offer anything except a cancellation of the reservation and a refund of only the taxes. Does this sound like the KLM policy?

When this happened to me, I got a full refund. No hassle, all I had to do was provide proof in the form of a copy of the death certificate. Back then (2004) it was standard KL policy to offer free changes or a full refund in case of a death in the family.

In a similar situation seven years ago, BA proved extremely helpful, going way beyond what they were obliged to.

Johan

Do you have two separate tickets, one issued by and on BA and the other issued by and on KL, or is that there is one ticket? If so, which carrier issued the ticket?

You may be getting odd information depending on the exact facts.

KLM's policy:

Quote:

Refund applies to a deceased passenger only

Prior to commencement of travel:

In case a passenger has deceased the unused portion of the ticket will be refunded, including Q-surcharge and YR, but excluding OA/OB surcharges and DU-tax (travel insurance)
When a passenger is unable to travel due to the death of an immediate family member (travelling or not) or due to the death of a travelling companion KLM will waive any advance reservation/ticketing requirements/penalties and service charges when passenger wishes to travel later.
Start of travel may be postponed maximum 45 days.

Any waiver will also apply to associates with whom the passenger is travelling. Travel will not be permitted on an earlier flight than the originally ticketed; nor will travel be permitted to commence at a fare that has expired.
When necessary, the appropriate difference in fare towards the original ticket will be collected or will be compensated by means of a credit voucher (a non refundable EMD issued by Customer Care).

Not exactly the most charitable of policies.

Johan

I would call again and/or email the death certificate. Agents have leeway in such cases.