General terms and conditions
After having booked an economy class ticket on klm.com.cn website, if you find, on the day of your purchase before midnight, an equivalent offer, at a lower price, on another website, KLM Royal Dutch Airlines (KLM) will offer you a voucher with the amount of the difference plus CNY 500 （hereinafter referred to Refund）. This guarantee applies for a difference of at least CNY 100 excluding taxes, excluding booking fees, excluding payment option surcharges, KLM economy class ticket only and same dates and conditions. This guarantee shall be also subject to the complete Best Price Guarantee terms and conditions below:
Within the context, claims qualifying for a Refund must fulfil all the requirements in accordance with the processing procedures detailed below. All claims must be sent by midnight (Beijing time) on the date that the KLM ticket is purchased.
KLM (and not the passenger submitting the claim) must be able to check the existence of the lower online published price in another website at the time of receipt of claim and that the lower price does not exist on klm.com.cn.
Any other evidence submitted by the passenger will not be accepted. KLM reserves the right to request for screenshot stating the fares available on another website(s). Fares showing as 'from CNYXXXX' or as like will not be accepted. Only the final confirmed fare or the electronic ticket mentioning the lower fare issued online by the other agency will be accepted upon request, and up to KLM’s judgment. The guarantee is valid only for lower prices in economy class found online for the exact same flight, itinerary, and booking class (equivalent fare conditions), purchased and issued on the same day as the original klm.com.cn online purchase. The compared tickets must have been purchased from a Chinese online point of sale and klm.com.cn. Moreover, the online lower fare from another website should be booked with the same billing address and have the same currency as the ticket purchased from klm.com.cn. The guarantee is only valid if the claim is made by the person mentioned on the ticket. The guarantee only applies for flights exclusively operated by KLM and for tickets with the outbound flight originating in China.
This guarantee applies only for fare difference of at least CNY 100 excluding taxes, excluding booking fees, excluding surcharges related to selected payment option. There is not limited amount for a request.
The fare to be compared Excludes taxes & surcharges, excludes booking service fees, and excludes surcharges related selected online payment option.
A « Travel Credit Voucher » will be granted to the claimant corresponding to the price difference plus CNY 500, for a return ticket, fulfilling the requirements of the guarantee hereby described. In order to book a flight using the « Travel Credit Voucher », please contact KLM Reservation offices. The "Travel Credit Voucher" is valid for one year, from the date of issue for full or partial payment of a KLM ticket. No extension will be granted. It is unnecessary to present the « Travel Credit Voucher » to issue the ticket but it is important to keep the receipt when the booking is made. For any reason, the « Travel Credit Voucher » will not be replaced. Any « Travel Credit Vouchers» bought or sold in an auction will be liable to seizure or cancellation, and the trip will not be authorised. By using the « Travel Credit Voucher », individuals accept the general terms and conditions and agree to comply with its terms.
Submitting a claim
A claim submittal web form is available on klm.com at Best Price Guarantee Claim form page. To submit this claim form, please fill in all required fields and click 'Submit.' Customer Service representative from KLM will contact you via e-mail. We reserve the right to deny any claims that cannot be reasonably verified, or for which you have provided incomplete information. All claims must be made by midnight (Beijing Time) on the same day the original klm.com ticket is purchased. Claims may not be made through any other KLM form or phone number.
The Best Price Guarantee only applies to economy class fares available to the general public. The Best Price Guarantee is not available to following prices:
- Special fares (corporate discount fares, soldiers, Ethnic Students, Typological and other discount codes),
- Package fares - fares sold as part of a travel package (and customized flights),
- Fares where the carrier or itinerary details are unknown until after purchase and other discount fares,
- Corporate fares, meetings and conference fares, wholesaler fares and other discount fares,
- Price difference smaller than CNY 100.
KLM reserves the right to terminate this offer at any time without notice.
Under no circumstances will KLM be liable for any expenses incurred following the cancellation of a booking, and for all bookings made on a website other than klm.com.cn.