Complaints and compensation

Did you incur unforeseen expenses due to the cancellation, rebooking or delay of a KLM flight? If so, you can request a compensation. You must provide proof of costs incurred in the form of receipts.

Compensation for cancellation or rebooking

You can request compensation through KLM Customer Care in the following cases:
  • Your KLM flight was overbooked and you were unable to board the flight as a result.
  • You incurred unforeseen costs during your trip (in addition to the cost of your ticket and extra options), such as phone charges or lunch.

You will receive a voucher, which you can use for a purchase on, or in some cases exchange for cash.

Download the brochure ‘Assistance and Compensation’ 

Please click on the email address

Compensation for a flight delay

If your KLM flight was delayed, we apologise for the inconvenience. You can contact KLM Customer Care (below) to request compensation in the following cases:

  • Your flight was delayed for more than 3 hours.
  • You were travelling to, from or through a European destination.
  • Your flight was not delayed due to special circumstances such as extreme weather conditions, political instability or third party strikes.

We will review your request carefully. Unfortunately, submitting a request for compensation does not guarantee that you will be granted compensation.

To handle your request as quickly as possible, please include the following information in the ‘Your message’ section:

  • The reference number of any previous complaints submitted.
  • If you were rebooked onto another flight, the flight number and travel date.
  • Whether or not this is the first time you are applying for compensation.

You will receive a voucher, which you can use for a future purchase, or in some cases exchange for cash.

Download the brochure ‘Assistance and Compensation’  


Please click on the email address

Alternative Dispute Resolution

You have the right to seek an independent review of how your complaint was handled.

Please note that there are several Alternative Dispute Resolution schemes for the aviation sector in the United Kingdom but currently KLM is not in a position to participate in these schemes.

You can however contact the Passenger Advice and Complaints (PACT) service of the Civil Aviation Authority (CAA).  Their contact details and other useful advice can be found on

You can do so if you have concerns relating to:
  • denied boarding, long delays or cancellation of flights;
  • the destruction, damage, loss or delayed transportation of baggage, or
  • issues related to the carriage of passengers with reduced mobility
Provided that:
  • you have already contacted KLM about your concerns and have not received a reply within 60 days or
  • you are dissatisfied with the way your concern has been handled or disagree with how your claim was processed by KLM.
The European Commission also provides a platform for Online Dispute Resolution (ODR).
The platform can be found under