Air France - KLM Rebooking/Refund Policy and Procedures   

(April 24, 2020) - On behalf of of Air France and KLM, the following updates (in red) reflect changes to their travel policy for U.S. point of sale travelers impacted by COVID-19, effective immediately. Valid on AF 057 and KL 074 ticket stocks.

Complete refund policy details for Air France / KLM is available on the home page of AgentConnect.biz.

Please refer to the Flow Chart for ARC members as a guide in navigating the rebooking policy. 

1.  Keeping PNRs Alive until tickets validity or reissuance by June 30, 2021, whichever comes first. Please add a MEMO segment with a date until June 30, 2021.

2. For all flights ticketed on/before April 21, 2020, with a scheduled departure on/before August 31, 2020, use the following options: 

a. Change of Travel Dates

i. If the new trip commences by November 30, 2020 and there is availability in the same cabin (use the ticketed or lowest available class on AF/KL/DL/VS)

  • Ticketed Class = Revalidate (074 only) or Reissue (074 or 057)
  • Lowest Available = Even exchange with Schedule Change indicator
  • When 074 or 057 ticket reissued Add DUE CORONA as an endorsement
  • Change Fees waived

ii. If the new trip commences on/after December 1, 2020:

  • Reprice and collect the fare difference
  • When 074 or 057 ticket reissued Add DUE CORONA as an endorsement
  • Change Fees waived

b. Change of Destination

  • Reprice and collect the fare difference
  • When 074 or 057 ticket reissued Add DUE CORONA as an endorsement
  • Change Fees waived

3. For flights ticketed on/after April 22, 2020 and cancelled by the airline, the following options apply:

a. Change of Travel Dates

i. If the new trip commences by November 30, 2020 and there is availability in the same cabin (use the ticketed or lowest available class on AF/KL/DL/VS):

  • Ticketed Class = Revalidate (074 only) or Reissue (074 or 057)
  • Lowest Available = Even exchange with Schedule Change indicator
  • When 074 or 057 ticket reissued add DUE CORONA as an endorsement
  • Change Fees waived

ii. If the new trip commences on/after December 01, 2020:

  • Reprice and  and collect the fare difference
  • When 074 or 057 ticket reissued add DUE CORONA as an endorsement
  • Change Fees waived

b. Change of Destination

  •  Reprice and collect the fare difference
  • When 074 or 057 ticket reissued add DUE CORONA as an endorsement
  • Change Fees waived

4. For flights ticketed on/after April 22, 2020 and NOT cancelled by the airline but the customer is no longer able to travel, the following options apply: 

a. Change of Travel Dates

  • Reprice and collect the fare difference
  • Change fees waived

b. Change of Destination

  • Reprice and collect the fare difference
  • Change fees waived

c. Note: Any change must be reissued prior to the scheduled flight/s, NO SHOW is not permitted

5. Travel Vouchers (EMDs)

a. To issue new EMDs  - must be issued by June 30, 2021

  • For Amadeus users only, issue the EMD CDET for the value of the existing ticket, this EMD is valid until December 31, 2021 (extension from on year from the date of issuance) and may subsequently be used towards the purchase of any AF/KL/DL/VS/KQ fare   
  • For other GDS users, the issuance of an EMD for the value of the existing ticket, is not possible. If the travel agency would like to offer an EMD please contact:
    • Contracted ARC member agencies (U.S.) may contact Global Sales Support for EMD issuance support
    • Non-contracted/unmanaged agencies who are members of ARC (U.S.) may contact our Air France –KLM U.S. customer service centers for support with issuing EMDs
    • Non-ARC member (U.S.) agencies may contact your issuing agent
  •  When EMD CDET issued add THIS IS YOUR TRAVEL VOUCHER/VALID 12 MONTHS FOR AF/KL/DL/VS/KQ FARES/REBOOK POLICY DUE COVID-19 as an endorsement  
  • The EMD CDET can be used to book a flight that takes place after the expiration date of the EMD CDET

b. For existing EMDs   

  • All EMD CDETS will be extended until December 31, 2021 which is an extension from original policy which is valid only for one year from the date of issuance
  • All AFKL Direct sales booking fees waived when redeeming an EMD CDET
  • The EMD CDET can be used to book a flight that takes place after the expiration date of the EMD CDET
  • When an EMD CDET is issued, the cabin to cabin rebooking option no longer applies. A new ticket needs to be priced and the EMD used as Form of Payment   
  • If an EMD CDET was issued and would have qualified for a refund under the schedule change policy (flight cancellation or delay of three hours or more) can now be refunded
    • For Amadeus users who issued the EMD CDET themselves, they can submit the refund directly in the GDS 
    • For non-Amadeus users who had the EMD CDET issued by AFKL, please submit the refund request in agentconnect.biz
  • EMD CDET was issued and if flights were not cancelled by the airline and an EMD CDET was requested, it is not refundable and original ticket conditions apply:
    • Refundable tickets, penalty fee (if applicable) will apply
    • Non-Refundable ticket, tax refund only
    • EMD CDET are always refundable in accordance with the fare rules (both non-refundable and refundable tickets)   
  • COVID-19 related EMDs are defined as non-transferable, however transferability will be permitted for exchanges for agency and corporate customers until  June 30, 2021
    • For Amadeus users who issued the EMD CDET themselves, they can reissue directly in their GDS
      • For bookings without the OIN (non-corporates), please call your support center for a name change waiver 
    • For non-Amadeus users who had the EMD CDET issued by GSS or AFKL directly, please call your support center and they may process the reissue   

5. Refund Options

  • Refunds will continue to be processed based on fare conditions and current guidelines applicable to cancelled flights
    • Now available for all tickets (incl. non-refundable) on cancelled flights and flights delayed over 3 hours
    • Not applicable to passengers impacted by travel [entry] restrictions, if the flight still operates
  • Already issued EMDs will become refundable (no longer need to wait 12 months), as long as the flight has canceled or been delayed by more than three hours
  • New qualifying refund requests for U.S. travel agencies can be submitted directly in the GDS

AgentConnect.biz Website Registration   

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