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Compensation and refunds

We do everything we can to make your trip run as smoothly and pleasantly as possible. However, if you were unable to make use of one of our services due to a reason over which you have no control, you could be entitled to compensation.

On this page:


Compensation for overbooking, cancellation or delay

You will receive compensation and assistance when:

  • Your flight has been overbooked.
  • Your flight has been cancelled.
  • Your flight has been delayed longer than two hours.       


For specific information and the conditions for compensation and assistance regarding flights departing from EU countries, you can download the PDF brochure "Compensation and assistance" (PDF, 126kb).

Refund regulation for Seat Choice

The amount you paid for your Seat Choice seat will be refunded when:

  • Your flight has been cancelled.
  • The type of aircraft or the seat layout for your flight has been changed.
  • You missed your intercontinental KLM flight following an earlier flight operated by KLM, Northwest, Air France or Kenya Airways.
  • The seat for which you paid was defective.        

If you think you are eligible for a refund, you can complete the refund form.

Refund arrangement for pre-purchased extra baggage

You are entitled to a refund of the pre-purchased extra baggage (with or without a discount) in the following cases:

  • You were rebooked to a flight not operated by KLM.
  • You cancelled your flight and your ticket entitles you to a refund.
  • Your baggage was permanently lost (not just delayed).         


If you believe you are eligible for a refund, you can complete the refund form.

Refund arrangement for upgrades to World Business Class

If you have purchased an upgrade to World Business Class, you are entitled to a refund in the following cases:

  • Your flight was cancelled
  • There was a change in the type of aircraft or the seat layout for your flight
  • You missed your intercontinental KLM flight following an earlier flight operated by AIR FRANCE, KLM, Northwest Airlines or Kenya Airways
  • The seat for which you paid was defective  

If you think you are eligible for a refund, you can complete the refund form.