KLM Royal Dutch Airlines’ cancellation policy offers flexibility based on ticket type, fare conditions, and timing. Below is a concise overview based on available information:
24-Hour Cancellation Policy: You can cancel any flight within 24 hours of booking for a full refund without fees, provided the flight departs at least 7 days later (168 hours). This applies to all ticket types, including non-refundable ones, for flights to/from the U.S., per U.S. Department of Transportation rules. Refunds are processed within 7 business days for credit card payments or 20 calendar days for debit card, check, or cash. This policy covers bookings made directly through KLM’s website (www.klm.com), app, or customer service.
General Cancellation Rules:
- Non-Refundable Tickets (Light, Standard): Cancellations after the 24-hour window may incur fees, and only unused airport taxes (e.g., QW, QX codes) are refundable. The refund amount depends on the route, travel class, and fare rules. Some non-refundable tickets may be converted to a travel voucher valid for one year for KLM, Air France, Delta, or Virgin Atlantic flights.
- Cancellation Fees: Vary by ticket type and timing. For example, Light tickets are non-refundable, while Standard tickets may incur a fee (e.g., €200–€300 plus fare differences for changes, which may apply similarly to cancellations). Flex tickets typically have no cancellation fees. Exact fees are listed in your booking confirmation or “My Trip.”
- Cancellations must be made before departure; no-shows may void refund eligibility or cancel onward/return flights.
- Refunds for unused tickets or extra options (e.g., seats, baggage) are processed within 2–4 weeks.
How to Cancel:
- Phone: Call KLM’s Customer Contact Center at +1-877-240-6770 (U.S.) or local numbers on www.klm.com. A service fee may apply for phone cancellations.
- In-Person: Visit a KLM ticket counter or airport kiosk.
- Travel Agency Bookings: Contact the agency directly, as KLM cannot process third-party cancellations. Agency fees may apply.
- Reward Tickets: Contact Flying Blue customer service to cancel award tickets.
- Group bookings (10+ passengers) require direct contact with KLM.
Airline-Caused Cancellations:
- If KLM cancels your flight and you don’t take an alternative flight, you’re entitled to a full refund, even for non-refundable tickets. Refunds are processed within 7–20 days, depending on payment method.
- For EU/UK departures, EC 261/UK 261 regulations apply. If KLM cancels a flight with less than 14 days’ notice and it’s not due to extraordinary circumstances (e.g., weather, strikes), you may claim €250–€600 compensation per person, plus a refund or rebooking. Care (e.g., meals, accommodation) is provided for delays of 2+ hours. Compensation claims must be filed via KLM’s customer service, not at airports.
- Significant delays (3+ hours for European flights, 5+ hours for intercontinental) or missed connections due to KLM’s fault may also qualify for a refund or compensation.
Special Cases:
- Death of a Passenger: Full refund for the deceased’s ticket and potentially companions with a death certificate.
- Extraordinary Circumstances: For medical or other emergencies, KLM may offer a voucher or exceptional refund with documentation (e.g., medical certificates). Travel insurance is recommended to cover non-refunded amounts.
- Extra Options: Refunds for unused options (e.g., seats, baggage, WiFi) are available if canceled within 24 hours of purchase or if KLM cancels/rebooks your flight.
Additional Notes:
- Travel Vouchers: Issued for non-refunded amounts, valid for one year, usable for KLM, Air France, Delta, or Virgin Atlantic flights or extras (e.g., seats). Vouchers are refundable if unused after 12 months.
- Changes: Flex tickets allow free changes (fare difference may apply). Light tickets incur €200–€300 change fees, and Standard tickets may have similar restrictions.
- Misleading Options: Some customers confuse KLM’s “Time to Think” (a paid fare hold, €20–€40) with the free 24-hour cancellation policy, leading to frustration. The free cancellation applies after purchase, not during a fare hold.
