Cash refund
How to request a refund
You can request a cash refund for the unused part of your trip via our online refund system. This system checks if you’re eligible for a full cash refund or only part of it. You can also give us a call, but please note that a fee may be charged.
The processing time for your request is usually from two to four weeks. Keep in mind that all flights in your booking will be cancelled as soon as you request a refund. If your flight is scheduled in the future, we kindly ask you to apply for a refund on time. Otherwise, our cabin crew might still expect you on board, which could delay the boarding process for other passengers.
Exceptions
Did you pay for your ticket by bank transfer or through Alipay? After you've submitted your refund request, we’ll contact you to ask for the Chinese name of your bank account. After confirmation, the refund will be processed.
Didn’t book via KLM?
Unfortunately, you cannot use our online refund system if you booked via a travel agent. We advise contacting your travel agent first, as they have all the information needed to arrange your refund. You can find contact details on their website. If you prefer, you can also contact us directly to help arranging your refund.
Eligibility
Please carefully check if you’re eligible for a full cash refund to avoid disappointment.
Airport taxes
We recommend always requesting a refund, even if you have a non-refundable ticket. If you did not board your flight, you could get back unused airport taxes.
Cancelled or delayed flight
You can always request a cash refund of your KLM flight in the following cases:
- Your flight was cancelled, and you did not take an alternative flight.
- You decided not to take your outbound flight within Europe because it was delayed for more than 90 minutes, and your return flight was scheduled on the same day.
- You decided not to take your flight because there was a schedule change of at least 3 hours.
- You didn’t want to fly to your final destination because your connecting KLM flight was delayed for more than 5 hours.
You want to cancel your flight
You can always request a cash refund of your ticket within 24 hours after booking. The booking fee will not be refunded.
Have you booked your flight more than 24 hours ago, and are you flying Economy Class or Premium Comfort Class? Check your ticket type to see if you can request a cash refund. The booking fee, reissue fee (if applicable), and payment surcharges will not be refunded.
- Light or Standard ticket: non-refundable
- Flex ticket: refundable, either free of charge or at a fee, depending on the fare paid
Travelling in Business Class? Check your ticket type to see if you can request a cash refund. The conditions may vary per flight. You’ll see the conditions when you book your flight or in your confirmation e-mail.
Extraordinary circumstances
You may have to cancel or postpone your trip because of circumstances beyond your control. Depending on the circumstances, you can request that we extend the validity period of your ticket, a travel voucher with the same value as the unused part of your ticket or, in some cases, an exceptional refund to the original form of payment:
Travel voucher (before outbound departure):
- There is a medical reason why you can’t travel
- In the unfortunate event that an immediate family member of a passenger has passed away
Extension of ticket validity (after outbound departure):
- There is a medical reason why you can’t travel
- In the unfortunate event that an immediate family member of a passenger has passed away
- If you are travelling with a travel companion who unfortunately passes away during your trip
Exceptional refund to the original form of payment:
- Your visa application was denied by the local government
- In the unfortunate event that the passenger has passed away
If an exceptional refund is not possible for your circumstances, you can always request a refund in accordance with the rules of the fare you purchased.
You can then file a claim with your travel insurance for the non-refundable amount.
We may ask you to provide proof of the extraordinary circumstances, so please hold on to any certificates and other documentation, which might be needed.
If you wish to request a refund for a ticket booked via a travel agent, we advise that you contact your travel agent first. They have all the needed information to arrange your refund. In case of any difficulties, you can contact us to help arrange your refund. You can reach us via the Contact us page.
Fare difference
If you booked a Premium Comfort Class or Business Class seat but had to travel in a lower travel class, you can apply for a refund of the fare difference once your trip has ended. In case of a last-minute upgrade, you’ll get a refund of the money you paid for the upgrade. Did you recently travel in a lower travel class, or did you receive a last-minute upgrade?