Refunds and travel vouchers
Do you need to request a refund or travel voucher because of the coronavirus, but don’t know the whats and hows yet? Check the most asked questions about this topic.
Requesting a voucher or cash refund
First things first: we recommend you to review the refund conditions so you know what your options are. Multiple variables are at play, such as who cancelled the flight. When you request a travel voucher or cash refund, we’ll help you as soon as possible.
Questions about refunds and compensations
Can I get a cash refund?
If your flight was cancelled by the airline, you can rebook your flight, request a cash refund or a travel voucher.
We’ll try our best to process your request as soon as possible.
Bookings via a travel agent
Did you book your ticket via a travel agent? Please contact them directly to request information on refund options. Unfortunately, we’re unable to help you.
Am I entitled to compensation (EU Regulation 261/2004) if my flight is cancelled?
Unfortunately, you are not entitled to compensation based on the EU Regulation 261/2004. The cancellation of flights due to the coronavirus is considered an extraordinary circumstance, which exempts airlines from paying compensation.
I’m making extra costs because I am unable to fly, will KLM compensate this?
We will look at each compensation request individually. However, the waiting times at the KLM Customer Contact Centre are very high, thus we ask you to wait with contacting is unless the situation is urgent. Thanks for your understanding.
Will my travel insurance cover changes to my travel plans?
Please contact your travel insurance company directly for more information.
Allianz insurance
Our partner Allianz Travel has expanded its insurance coverage regarding epidemics & pandemics. This includes cover for you or a travel companion who is diagnosed with COVID-19 or placed into an individual quarantine due to exposure to the virus. For the cover details, please refer to the policy terms & conditions.
Questions about travel vouchers
I want to request a travel voucher, how does this work?
You can request a refundable travel voucher via the link below. You can request a voucher if the airline cancelled your flight, or if you bought a ticket with a departure date before or on 30 September 2021, and you decided to postpone your trip.
It may take up to 14 days for us to process your request. However, we’re trying to complete your request within 7 days. If you’ve requested a voucher over 14 days ago, please contact the KLM Customer Contact Centre.
Bookings via a travel agent
Did you book your ticket via a travel agent? Please contact them directly to request information on refund options. Unfortunately, we’re unable to help you.
How long is my travel voucher valid?
If your travel voucher is issued between 1 March 2019 and 31 December 2020, you can use your voucher until 31 December 2021 on KLM, Air France, Delta Air Lines, and Virgin Atlantic flights. Vouchers that are issued on or after 1 January 2021, will be valid for 1 year after the date of issue.
Where can I find the status of my travel voucher request?
You’ll receive e-mails to let you know what the status of your request is. Make sure to also check your spam folder. You can also check the status of your request in My Trip: simply log in with your last name and booking code and you’ll see the current status. If your request has been processed, your voucher details will also be shown in your profile.
We’ll try our best to process your request within 7 days, but it may take us up to 14 days. If you’ve requested a voucher over 14 days ago, contact the KLM Customer Contact Centre. We are doing what we can to help you as quickly as possible, but waiting times are longer than usual.
Will I also receive a voucher for purchased extra options?
Yes. The vouchers will have the same value as the extra options that you purchased and can be used to buy flight tickets or extra options. You can use multiple vouchers.
For detailed information and conditions, please review the refund policies on the latest flight information page.
I already received a travel voucher but want a cash refund instead. What now?
No worries, if your flight was cancelled by the airline you can request a cash refund even if you already received a travel voucher. If you cancelled the flight yourself, with a planned departure up and until 30 September 2021, and you received a travel voucher, you can also request a cash refund. Make sure to select a travel voucher refund when choosing the type of request and include your voucher number when entering the refund details. We’ll try our best to process your request as soon as possible.
Please note that if you already received a voucher, it will not be valid anymore.